Before the COVID-19 pandemic, I was functioning as part of a group to produce a new electronic service for apart parents to look for assistance arranging Kid Upkeep. We 'd released a private beta of the digital solution in December 2019, and were functioning in the direction of introducing more customers on a progressive basis.
Previous to this, the only means to make an application for aid arranging Kid Maintenance had actually been an entirely telephone-based solution. However, as a department we knew that we needed to give a digital option as part of our commitment to expand our services as well as produce electronic styles based on our individuals' requirements.
The push to browse the web
All was going as prepared until the pandemic hit. Practically instantly, our colleagues in the contact centres can no more respond to the phones as well as process applications. The division was functioning to get people established to work from home, but a great deal of coworkers were redeployed to service other solutions. So, our supervisors made the decision to make our electronic service the main technique of application from that point onwards, and also for the near future.
The group needed to scoot to protect the service and also make it offered to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a couple of months, today we had to reach this stage in a matter of days. The group worked hard to stabilise the solution so it could handle the increase in individuals, all while getting used to working from residence themselves.
Creating a 24/7 service
At the personal beta phase we were using comments from individuals to advance the solution-- as we opened it up even more this comments came to be a lot more important. There was a clear requirement for a few family solicitors modifications such as 24/7 schedule. The solution was originally designed to only be available when the tradition backend system was available, between 8am to 8pm during the week, as well as out weekend breaks.
We had a lot of feedback asking why it was not available after 8pm, so we built our own backend to save the application information momentarily, up until the tradition system became available. Around 20% of users currently finish their applications in that 'offline' time period, which reveals the advantages of reacting really quickly and also taking individual feedback aboard.
One more item of comments we received from customers connected to them wishing to confirm receipt of their application. So, as part of our regular models, we provided a feature that enables users to register for an email confirmation that their application has actually been received utilizing the Gov.Notify system. Around 99% of online individuals have actually chosen to use this center, which just shows how valuable it has been as confidence for people obtaining Youngster Upkeep.
The hard work settles
Throughout the summertime and also right into autumn, the team worked regularly to present brand-new features, with modifications deployed on a nearly once a week basis. It was an unrelenting rate and was challenging at times-- for example for those of us home education our youngsters. Having a common objective helpful to get money to households that need it was a really motivating factor throughout these times.
That effort suggested that we had the ability to take the item with a Government Digital Service (GDS) public beta analysis in winter months. It passed with flying colours, which was an actually pleased moment for all of us associated with the job. We were likewise recently identified with a team honor at an interior awards event, which was a good means to celebrate the way we've worked together.
Until now, over 59,000 people have actually used the electronic solution to request Youngster Maintenance, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the variety of online applications remains to grow.
This isn't the end of the digital trip for this solution either. We're now advancing a brand-new roadmap for further improvement of the end-to-end solution, and we'll continue to pay attention to customer needs, and make changes and also renovations to make it as easy as possible for people to get and also handle their Youngster Upkeep setups.
It's absolutely been a challenging year for all of us, but I'm glad that I'll be able to look back at when our group rose to the obstacle and also delivered for individuals when they required us most.