Before the COVID-19 pandemic, I was working as part of a group to develop an all new electronic solution for apart parents to make an application for help preparing Child Upkeep. We would certainly introduced a personal beta of the electronic solution in December 2019, and were working in the direction of introducing more individuals on a steady basis.
Before this, the only method to request assistance organizing Kid Maintenance had been a completely telephone-based solution. However, as a division we knew that we needed to give a digital alternative as part of our commitment to expand our services and also create electronic designs based upon our users' requirements.
The push to go on the internet
All was going as planned till the pandemic hit. Practically instantly, our colleagues in the contact centres could no longer answer the phones as well as procedure applications. The department was functioning to get individuals set up to work from home, however a great deal of associates were redeployed to deal with other solutions. So, our supervisors decided to make our electronic solution the primary method of application from that point onwards, as well as for the near future.
The group had to move fast to safeguard the solution and make it readily available to all candidates. The strategy had actually been to increase to around 100 applications a day going through the system within a few months, today we needed to reach this phase in an issue of days. The team strove to secure the service so it could manage the boost in users, all while getting used to functioning from home themselves.
Developing a 24/7 service
At the private beta phase we were utilizing feedback from customers to proceed the solution-- as we opened it up additionally this feedback became even more vital. There was a clear requirement for a few changes family lawyer such as 24/7 schedule. The service was at first made to only be readily available when the heritage backend system was available, between 8am to 8pm throughout the week, as well as not on weekends.
We had a great deal of responses asking why it was not readily available after 8pm, so we built our very own backend to store the application data temporarily, up until the tradition system appeared. Around 20% of customers currently finish their applications because 'offline' period, which reveals the benefits of responding truly quickly and also taking customer comments on board.
An additional piece of feedback we received from customers connected to them intending to verify receipt of their application. So, as part of our normal models, we supplied a feature that enables individuals to enroll in an email verification that their application has been gotten utilizing the Gov.Notify system. Around 99% of on the internet individuals have chosen to utilize this center, which simply demonstrates how beneficial it has been as reassurance for people making an application for Kid Upkeep.
The effort pays off
Throughout the summertime and right into autumn, the group functioned continuously to introduce brand-new attributes, with modifications deployed on an almost regular basis. It was an unrelenting speed and was testing at times-- for example for those people home schooling our kids. Having a shared objective helpful to get money to households that need it was a truly motivating aspect during these times.
That effort implied that we had the ability to take the item through a Government Digital Service (GDS) public beta assessment in wintertime. It passed with flying colours, which was a really happy moment for everyone associated with the task. We were additionally lately acknowledged with a group award at an internal honors event, which was a wonderful means to commemorate the means we have actually interacted.
Until now, over 59,000 individuals have actually utilized the electronic solution to get Kid Maintenance, which is around 80% of all applicants. The telephony solution is still there for those that need it, but the variety of online applications remains to expand.
This isn't completion of the electronic trip for this service either. We're now advancing a brand-new roadmap for more change of the end-to-end solution, as well as we'll continue to listen to user requirements, and also make modifications and improvements to make it as easy as possible for people to request as well as handle their Youngster Maintenance arrangements.
It's definitely been a difficult year for everyone, but I'm glad that I'll be able to recall at when our team rose to the challenge as well as supplied for individuals when they needed us most.