Prior to the COVID-19 pandemic, I was working as part of a team to produce an all new electronic service for apart moms and dads to get assistance setting up Kid Maintenance. We 'd released an exclusive beta of the electronic service in December 2019, and were functioning in the direction of presenting more customers on a steady basis.
Before this, the only way to make an application for help arranging Youngster Maintenance had been an entirely telephone-based solution. Nevertheless, as a department we understood that we had to provide an electronic option as part of our dedication to broaden our services and also create electronic styles based on our individuals' needs.
The push to go on the internet
All was going as prepared until the pandemic hit. Nearly instantaneously, our associates in the call centres might no more answer the phones and also process applications. The division was functioning to obtain people established to work from residence, but a lot of coworkers were redeployed to service various other services. So, our directors decided to make our digital service the major method of application from that point onwards, and also for the foreseeable future.
The team needed to scoot to secure the service and also make it available to all applicants. The strategy had actually been to ramp up to around 100 applications a day undergoing the system within a couple of months, but now we needed to reach this phase in an issue of days. The team worked hard to stabilise the service so it might manage the increase in users, all while adapting to functioning from home themselves.
Creating a 24/7 service
At the personal beta stage we were utilizing comments from customers to proceed the solution-- as we opened it up further this feedback became even more essential. There was a clear requirement for a few modifications such as 24/7 accessibility. The service was initially developed to only be available when the legacy backend system was available, between 8am to 8pm throughout the week, and also out weekend breaks.
We had a great deal of comments asking why it was not offered after 8pm, so we built our own backend to store the application information momentarily, till 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 promptly and also taking individual feedback aboard.
An additional piece of feedback we received from individuals associated with them wishing to confirm invoice of their application. So, as part of our routine versions, we delivered an attribute that enables users to register for an email verification that their application has actually been obtained utilizing the Gov.Notify system. Around 99% of online customers have picked to use this center, which just demonstrates how helpful it has actually been as reassurance for people obtaining Child Upkeep.
The effort settles
Throughout the summer season and right into autumn, the team functioned frequently to family lawyer introduce brand-new features, with modifications released on a practically once a week basis. It was a relentless rate and was challenging sometimes-- as an example for those of us home schooling our youngsters. Having a common goal helpful to obtain money to households that require it was an actually motivating aspect throughout these times.
That effort meant that we were able to take the product with a Federal government Digital Service (GDS) public beta assessment in wintertime. It passed with flying colours, which was an actually honored moment for all of us involved in the project. We were likewise just recently acknowledged with a group honor at an inner honors event, which was a good way to celebrate the method we've collaborated.
Thus far, over 59,000 individuals have utilized the digital service to look for Youngster Upkeep, which is around 80% of all candidates. The telephone systems solution is still there for those that need it, however the number of online applications continues to expand.
This isn't completion of the electronic journey for this service either. We're now progressing a brand-new roadmap for more makeover of the end-to-end solution, as well as we'll continue to pay attention to customer requirements, as well as make amendments and renovations to make it as simple as possible for people to apply for and also handle their Child Upkeep plans.
It's definitely been a challenging year for everybody, however I'm glad that I'll have the ability to recall at when our team rose to the obstacle as well as delivered for individuals when they needed us most.