Before the COVID-19 pandemic, I was working as part of a group to produce a brand-new digital service for apart parents to make an application for aid setting up Child Maintenance. We would certainly introduced an exclusive beta of the digital solution in December 2019, and were working in the direction of introducing more customers on a gradual basis.
Before this, the only way to obtain help organizing Youngster Maintenance had been a totally telephone-based solution. However, as a department we understood that we needed to offer an electronic alternative as part of our commitment to expand our services as well as develop electronic designs based on our individuals' demands.
The press to go online
All was going as prepared up until the pandemic hit. Virtually quickly, our coworkers in the call centres can no longer answer the phones and process applications. The department was working to get people set up to work from house, however a lot of associates were redeployed to work with other services. So, our directors decided to make our digital solution the major approach of application from that factor onwards, as well as for the near future.
The team had to move fast to secure the solution and also make it readily available to all candidates. The strategy had been to ramp up to around 100 applications a day undergoing the system within a few months, today we had to get to this stage in an issue of days. The group worked hard to stabilise the service so it can cope with the rise in customers, all while adapting to working from home themselves.
Creating a 24/7 solution
At the personal beta stage we were making use of responses from individuals to progress the solution-- as we opened it up additionally this comments became a lot more crucial. There was a clear requirement for a couple of modifications such as 24/7 availability. The solution was at first designed to only be available when the heritage backend system was available, in between 8am to 8pm during the week, and also out weekends.
We had a great deal of feedback asking why it was not readily available after 8pm, so we built our very own backend to save the application data briefly, until the heritage system became available. Around 20% of customers now finish their applications because 'offline' family lawyer period, which reveals the benefits of responding really swiftly and taking individual responses on board.
An additional piece of comments we obtained from users connected to them wanting to verify invoice of their application. So, as part of our regular versions, we supplied a feature that enables customers to sign up for an email verification that their application has actually been received utilizing the Gov.Notify system. Around 99% of on-line users have selected to utilize this center, which simply demonstrates how valuable it has been as peace of mind for individuals obtaining Child Maintenance.
The hard work settles
Throughout the summertime and also right into fall, the group worked continuously to introduce new functions, with modifications released on a virtually once a week basis. It was a relentless pace and was challenging at times-- for instance for those of us home schooling our kids. Having a shared goal of helping to get money to families that require it was an actually encouraging variable during these times.
That hard work meant that we were able to take the item via a Federal government Digital Solution (GDS) public beta evaluation in wintertime. It passed with flying colours, which was a truly happy moment for all of us associated with the job. We were likewise recently recognised with a group honor at an interior awards event, which was a great method to celebrate the means we have actually collaborated.
Up until now, over 59,000 individuals have actually utilized the digital solution to look for Youngster Maintenance, which is around 80% of all candidates. The telephone systems service is still there for those that require it, however the number of online applications remains to grow.
This isn't completion of the digital journey for this solution either. We're now proceeding a new roadmap for more improvement of the end-to-end service, and also we'll continue to pay attention to individual demands, as well as make amendments as well as improvements to make it as simple as possible for individuals to make an application for and also manage their Youngster Maintenance setups.
It's certainly been a difficult year for all of us, however I'm glad that I'll be able to recall at when our team rose to the difficulty and also provided for individuals when they needed us most.