Before the COVID-19 pandemic, I was working as part of a team to produce an all new electronic solution for separated moms and dads to look for help arranging Kid Maintenance. We 'd released a private beta of the digital solution in December 2019, as well as were working in the direction of introducing more customers on a progressive basis.
Before this, the only method to obtain help preparing Kid Upkeep had been an entirely telephone-based service. Nonetheless, as a department we understood that we needed to offer an electronic option as part of our dedication to increase our services and also create digital styles based upon our users' requirements.
The press to go online
All was going as prepared till the pandemic hit. Practically instantly, our associates in the get in touch with centres can no more 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 made the decision to make our digital solution the major approach of application from that factor onwards, as well as for the near future.
The group needed to move fast to secure the service and make it readily available to all candidates. The plan had been to increase to around 100 applications a day experiencing the system within a few months, but now we needed to get to this stage in an issue of days. The team strove to secure the service so it can manage the boost in users, all while getting used to working from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were making use of comments from users to proceed the service-- as we opened it up better this comments ended up being much more crucial. There was a clear requirement for a couple of adjustments such as 24/7 accessibility. The solution was initially made to only be offered when the heritage backend system was available, between 8am to 8pm during the week, and also out weekends.
We had a lot of comments asking why it was not readily available after 8pm, so we built our own backend to keep the application data briefly, till the heritage system appeared. Around 20% of users now complete their applications because 'offline' time period, which shows the benefits of responding really quickly and taking user feedback aboard.
An additional item of responses we obtained from individuals associated with them wishing to verify receipt of their application. So, as part of our regular models, we supplied a function that allows users to sign up for an e-mail verification that their application has been obtained utilizing the Gov.Notify system. Around 99% of on the internet users have actually selected to utilize this facility, which simply demonstrates how useful it has been as peace of mind for individuals requesting Kid Upkeep.
The hard work repays
Throughout the summer as well as into autumn, the group worked frequently to present new attributes, with adjustments deployed on a virtually weekly basis. It was an unrelenting pace as well as was testing at times-- for instance for those people home education our children. Having a common goal of helping to get cash to households that require it was a truly motivating aspect throughout these times.
That hard work indicated that we had the ability to take the product with a Federal government Digital Solution (GDS) public beta analysis in winter. It passed with flying colours, which was an actually proud moment for everyone associated with the task. We were also recently identified with a group award at an inner awards ceremony, which was a great way to celebrate the method we have actually worked together.
Thus far, over 59,000 individuals have actually used the digital service to request Kid Upkeep, which is around 80% of all applicants. The telephone service is still there for those that require it, however the variety of online applications remains to expand.
This isn't the end of the digital journey for this service either. We're currently progressing a new roadmap for further makeover family solicitors of the end-to-end service, and we'll continue to listen to individual requirements, as well as make changes and improvements to make it as easy as feasible for individuals to get and also handle their Kid Maintenance arrangements.
It's absolutely been a tough year for everyone, but I'm glad that I'll have the ability to recall at when our team rose to the obstacle and provided for people when they needed us most.