Prior to the COVID-19 pandemic, I was functioning as part of a team to produce a new electronic solution for separated moms and dads to apply for help arranging Youngster Upkeep. We 'd released an exclusive beta of the digital service in December 2019, as well as were functioning in the direction of introducing more customers on a steady basis.
Previous to this, the only means to look for aid arranging Kid Upkeep had been a totally telephone-based solution. Nonetheless, as a department we understood that we needed to offer a digital choice as part of our dedication to broaden our solutions and create electronic styles based upon our users' requirements.
The push to go online
All was going as planned till the pandemic hit. Practically quickly, our colleagues in the contact centres might no longer address the phones and process applications. The division was functioning to get people established to work from home, yet a great deal of associates were redeployed to deal with various other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and for the direct future.
The team had to scoot to protect the service as well as make it available to all applicants. The plan had actually been to increase to around 100 applications a day going through the system within a few months, now we needed to get to this stage in a matter of days. The team worked hard to secure the service so it can deal with the increase in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were utilizing feedback from customers to advance the service-- as we opened it up further this comments became much more vital. There was a clear requirement for a couple of changes such as 24/7 accessibility. The solution was initially created to only be offered when the heritage backend system was available, between 8am to 8pm throughout the week, and also not on weekends.
We had a great deal of feedback asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, till the legacy system became available. Around 20% of individuals currently finish their applications in that 'offline' time period, which shows the advantages of responding actually quickly as well as taking individual responses aboard.
An additional piece of feedback we got from individuals connected to them intending to validate receipt of their application. So, as part of our regular iterations, we provided a function that enables individuals to enroll in an email confirmation that their application has been received using the Gov.Notify system. Around 99% of on the internet individuals have chosen to use this facility, which just shows how useful it has been as reassurance for individuals getting Youngster Upkeep.
The hard work pays off
Throughout the summer and right into fall, the group worked regularly to introduce new attributes, with adjustments released on a nearly regular basis. It was a ruthless pace and was testing sometimes-- for instance for those of us home education our youngsters. Having a shared goal helpful to get money to family members that require it was a truly motivating variable throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly happy minute for everyone involved in the task. We were likewise lately identified with a team honor at an internal honors ceremony, which was a wonderful method to celebrate the method we've interacted.
Up until now, over 59,000 individuals have made use of the digital solution to get Kid Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the number of online applications remains to grow.
This isn't completion of the electronic journey for this solution either. We're now advancing a brand-new roadmap for further improvement of the end-to-end service, as well as we'll remain to listen to individual demands, and make changes and also improvements to make it as simple as feasible for individuals to obtain and child maintenance also manage their Kid Upkeep setups.
It's certainly been a difficult year for everybody, but I'm glad that I'll be able to recall at when our group rose to the obstacle and provided for individuals when they required us most.