Prior to the COVID-19 pandemic, I was working as part of a group to create an all new electronic service for separated parents to apply for help setting up Youngster Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, and also were working towards introducing more users on a gradual basis.
Previous to this, the only way to obtain assistance setting up Youngster Upkeep had actually been a totally telephone-based service. Nevertheless, as a department we knew that we had to provide a digital alternative as part of our dedication to expand our services and develop electronic layouts based upon our individuals' needs.
The push to go online
All was going as planned till the pandemic hit. Virtually instantly, our colleagues in the call centres can no longer answer the phones and also procedure applications. The department was working to obtain individuals established to function from home, yet a great deal of coworkers were redeployed to service other solutions. So, our supervisors made the decision to make our electronic service the main approach of application from that factor onwards, as well as for the direct future.
The team needed to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day going through the system within a couple of months, now we needed to reach this stage in an issue of days. The team worked hard to secure the service so it can handle the increase in users, all while getting used to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta phase we were using comments from users to advance the service-- as we opened it up additionally this feedback ended up being a lot more crucial. There was a clear demand for a few adjustments such as 24/7 availability. The solution was originally developed to only be readily available when the tradition backend system was readily available, between 8am to 8pm during the week, and also not on weekends.
We had a great deal of responses asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, till the legacy system became available. Around 20% of individuals currently finish their applications in that 'offline' period, which reveals the advantages of responding really rapidly as well as taking customer responses aboard.
Another piece of comments we got from customers connected to them wanting to confirm receipt of their application. So, as part of our routine versions, family law solicitors we provided an attribute that permits customers to enroll in an e-mail verification that their application has actually been obtained using the Gov.Notify system. Around 99% of online users have chosen to use this center, which simply demonstrates how valuable it has actually been as confidence for individuals obtaining Kid Maintenance.
The hard work pays off
Throughout the summer and right into fall, the group worked frequently to present brand-new functions, with modifications deployed on a practically weekly basis. It was a relentless rate and also was testing at times-- for example for those people home education our kids. Having a shared objective helpful to get cash to family members that require it was a really motivating variable throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Solution (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the project. We were additionally recently acknowledged with a group award at an inner awards ceremony, which was a wonderful method to celebrate the means we've interacted.
Thus far, over 59,000 people have actually used the electronic service to apply for Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that require it, however the number of online applications continues to expand.
This isn't the end of the electronic trip for this service either. We're currently progressing a brand-new roadmap for more improvement of the end-to-end solution, and we'll remain to listen to individual demands, and make changes as well as improvements to make it as simple as feasible for people to obtain and also manage their Kid Upkeep arrangements.
It's certainly been a difficult year for everybody, but I'm glad that I'll have the ability to recall at when our team rose to the challenge and provided for individuals when they required us most.