Prior to the COVID-19 pandemic, I was functioning as part of a team to develop a new digital service for separated moms and dads to get aid organizing Kid Upkeep. We would certainly released a private beta of the digital service in December 2019, as well as were functioning towards presenting even more customers on a gradual basis.
Previous to this, the only means to get aid arranging Child Maintenance had actually been an entirely telephone-based service. Nevertheless, as a division we understood that we needed to give an electronic alternative as part of our dedication to increase our solutions as well as produce digital styles based upon our users' demands.
The push to go online
All was going as prepared up until the pandemic hit. Almost quickly, our associates in the contact centres can no more respond to the phones and also process applications. The department was functioning to obtain people set up to function from residence, but a great deal of colleagues were redeployed to work with various other services. So, our directors made the decision to make our digital solution the primary technique of application from that point onwards, and also for the near future.
The team needed to scoot to protect the service and also make it readily available to all applicants. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a few months, but now we needed to get to this phase in a matter of days. The team strove to stabilise the solution so it could manage the boost in users, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the private beta phase we were using responses from users to proceed the service-- as we opened it up additionally this feedback came to be even more vital. There was a clear requirement for a few adjustments such as 24/7 accessibility. The service was initially made to only be offered when the legacy backend system was offered, in between 8am to 8pm during the week, as well as out weekends.
We had a great deal of comments asking why it was not readily available after 8pm, so we built our very own backend to save the application data briefly, up until the heritage system became available. Around 20% of individuals currently finish their applications in that 'offline' period, which reveals the advantages of responding really rapidly and also taking customer feedback on board.
One more item of responses we received from users associated with them intending to confirm receipt of their application. So, as part of our routine models, we supplied a function that allows customers to sign up for an email confirmation that their application has been received utilizing the Gov.Notify system. Around 99% of on the internet individuals have actually picked to utilize this center, which simply demonstrates how valuable it has actually been as peace of mind for individuals requesting Kid Maintenance.
The effort settles
Throughout the summer season and also into fall, the group functioned continuously to present brand-new functions, with modifications released on a nearly regular basis. It was a ruthless speed and was challenging sometimes-- for instance for those of us home schooling our children. Having a common objective of helping to get cash to households that need it was an actually motivating factor throughout these times.
That effort implied that we were able to take the item via a Government Digital Solution (GDS) public beta analysis in wintertime. It passed with flying colours, which was a truly proud minute for everyone involved in the task. We were likewise recently acknowledged with a team honor at an interior awards event, which was a good family law solicitors way to commemorate the way we have actually collaborated.
So far, over 59,000 individuals have utilized the digital solution to get Youngster Maintenance, which is around 80% of all applicants. The telephone solution is still there for those that require it, but the variety of online applications continues to expand.
This isn't completion of the electronic trip for this service either. We're now progressing a brand-new roadmap for further transformation of the end-to-end solution, as well as we'll remain to pay attention to user needs, as well as make amendments and also enhancements to make it as easy as feasible for individuals to make an application for and handle their Youngster Maintenance arrangements.
It's definitely been a tough year for all of us, however I rejoice that I'll have the ability to recall at when our team rose to the obstacle and provided for individuals when they needed us most.