Prior to the COVID-19 pandemic, I was working as part of a group to develop an all new digital service for separated moms and dads to get aid setting up Kid Maintenance. We 'd launched a personal beta of the digital service in December 2019, as well as were working towards presenting even more users on a progressive basis.
Before this, the only way to make an application for aid arranging Child Upkeep had actually been a completely telephone-based service. Nonetheless, as a department we knew that we had to supply an electronic option as part of our dedication to expand our solutions and also produce digital designs based on our users' needs.
The press to go on the internet
All was going as prepared till the pandemic hit. Virtually instantaneously, our associates in the get in touch with centres could no longer answer the phones and process applications. The division was working to get individuals set up to work from residence, yet a lot of colleagues were redeployed to work on various other services. So, our directors decided to make our digital service the major technique of application from that point onwards, and also for the near future.
The team needed to move fast to safeguard the solution and make it readily available to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a few months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can deal with the increase in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were utilizing feedback from individuals to progress the solution-- as we opened it up further this comments came to be much more vital. There was a clear requirement for a couple of changes such as 24/7 accessibility. The solution was at first made to only be offered when the heritage backend system was readily available, in between 8am to 8pm throughout the week, family lawyer and not on weekend breaks.
We had a lot of feedback asking why it was not offered after 8pm, so we constructed our own backend to keep the application information temporarily, until the tradition system appeared. Around 20% of users now complete their applications because 'offline' amount of time, which shows the benefits of reacting actually promptly and taking individual comments aboard.
An additional piece of feedback we received from individuals associated with them intending to validate receipt of their application. So, as part of our regular iterations, we provided a function that enables 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 facility, which simply demonstrates how useful it has actually been as confidence for individuals looking for Child Upkeep.
The effort repays
Throughout the summer season as well as into autumn, the team worked constantly to present brand-new functions, with modifications deployed on a practically weekly basis. It was a relentless pace and also was testing at times-- for example for those of us home education our kids. Having a shared goal helpful to obtain money to families that require it was a really motivating factor during these times.
That hard work indicated 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 just recently recognised with a group award at an inner awards event, which was a great way to commemorate the method we have actually collaborated.
So far, over 59,000 individuals have made use of the digital solution to get Child Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the number of online applications remains to grow.
This isn't completion of the digital journey for this solution either. We're now advancing a new roadmap for additional makeover of the end-to-end service, and also we'll continue to listen to customer needs, as well as make amendments as well as renovations to make it as easy as possible for individuals to request as well as handle their Child Maintenance setups.
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 as well as supplied for individuals when they needed us most.