Prior to the COVID-19 pandemic, I was functioning as part of a group to create a brand new digital solution for apart parents to obtain assistance preparing Child Maintenance. We would certainly launched an exclusive beta of the digital service in December 2019, as well as were working towards presenting even more users on a progressive basis.
Previous to this, the only method to request assistance preparing Child Maintenance had been a completely telephone-based service. However, as a department we knew that we needed to give an electronic choice as part of our commitment to expand our solutions and also develop electronic layouts based on our individuals' requirements.
The push to go online
All was going as planned till the pandemic hit. Virtually quickly, our colleagues in the contact centres can no longer answer the phones as well as process applications. The division was working to obtain people established to work from home, however a lot of associates were redeployed to deal with various other services. So, our directors decided to make our digital solution the major technique of application from that factor onwards, and for the direct future.
The team needed to move fast to protect the solution and make it offered to all candidates. The plan had been to increase to around 100 applications a day experiencing the system within a few months, now we had to get to this phase in an issue of days. The group strove to stabilise the service so it could deal with the boost in customers, all while adjusting to functioning from home themselves.
Creating a 24/7 service
At the private beta stage we were using comments from individuals to advance the solution-- as we opened it up additionally this responses came to be a lot more vital. There was a clear requirement for a few changes such as 24/7 schedule. The solution was originally created to only be available when the heritage backend system was readily available, between 8am to 8pm during the week, and also not on weekend breaks.
We had a great deal of comments asking why it was not available after 8pm, so we constructed our own backend to save the application data temporarily, up until the legacy system appeared. Around 20% of customers now finish their applications in that 'offline' amount of time, which shows the advantages of reacting actually rapidly and also taking user responses on board.
One more item of feedback we got from customers associated with them intending to confirm receipt of their application. So, as part of our routine models, we delivered a function that permits customers to enroll in an email verification that their application has been obtained using the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply shows how beneficial it has been as peace of mind for individuals obtaining Youngster Upkeep.
The effort settles
Throughout the summer season and right into fall, the team functioned continuously to present new features, with adjustments released on a nearly regular basis. It was a ruthless pace and also was testing at times-- as an example for those people home schooling our kids. Having a shared goal of helping to get cash to family members that require it was an actually encouraging variable throughout these times.
That hard work implied that we were able to take the item via a Federal government Digital Service (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everyone associated with the project. We were likewise lately recognised with a group honor at an internal awards event, which was a great method to celebrate the means we've interacted.
Thus far, over 59,000 people have actually used the electronic solution to get Youngster Maintenance, which is around 80% of all applicants. The telephony solution is still there for those that need it, but the variety of online applications remains to grow.
This isn't the end of the electronic journey for this solution either. We're now progressing a brand-new roadmap for more transformation of the end-to-end solution, and also we'll continue to listen to customer needs, and also make amendments and also enhancements to make it as very easy as possible family law solicitors for individuals to look for as well as handle their Child Upkeep arrangements.
It's absolutely been a challenging year for everyone, but I'm glad that I'll have the ability to look back at when our team rose to the obstacle and supplied for people when they required us most.