Before the COVID-19 pandemic, I was working as part of a group to create a brand-new electronic solution for separated parents to apply for assistance arranging Kid Upkeep. We 'd launched a personal beta of the digital solution in December 2019, as well as were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only means to make an application for assistance setting up Kid Maintenance had been a totally telephone-based service. Nevertheless, as a department we knew that we had to give an electronic alternative as part of our dedication to broaden our services and create digital layouts based upon our individuals' requirements.
The push to browse the web
All was going as planned until the pandemic hit. Almost immediately, our coworkers in the contact centres can no more answer the phones and also process applications. The division was functioning to get individuals established to work from residence, yet a lot of associates were redeployed to deal with other solutions. So, our supervisors decided to make our digital solution the main approach of application from that factor onwards, and for the near future.
The team had to scoot to secure the service as well as make it offered to all candidates. The strategy had actually been to ramp up to around 100 applications a day undergoing the system within a few months, and now we had to reach this stage in a matter of days. The team strove to stabilise the service so it can manage the increase in individuals, all while adjusting to working from house themselves.
Developing a 24/7 service
At the private beta phase we were using feedback from customers to advance the service-- as we opened it up additionally this comments came to be even more important. There was a clear need for a few adjustments such as 24/7 accessibility. The solution was initially designed to just be offered when the legacy backend system was readily available, in between 8am to 8pm throughout the week, as well as not on weekends.
We had a great deal of comments asking why it was not offered after 8pm, so we developed our very own backend to keep the application information briefly, up until the legacy system became available. Around 20% of users currently complete their applications because 'offline' period, which shows the benefits of reacting really swiftly as well as taking individual responses aboard.
Another item of feedback we received from users associated with them intending to verify receipt of their application. So, as part of our normal models, we provided an attribute that allows customers to register for an email confirmation that their application has actually been obtained utilizing the Gov.Notify system. Around 99% of online users have chosen to use this center, which just demonstrates how useful it has actually been as reassurance for people applying for Child Maintenance.
The effort repays
Throughout the summertime as well as into autumn, the team worked frequently to introduce new features, with modifications released on an almost weekly basis. It was a relentless speed and was challenging sometimes-- as an example for those people home education our youngsters. Having a common objective helpful to obtain money to family members that require it was an actually motivating factor throughout these times.
That effort suggested that we had the ability to take the product through a Government Digital Service (GDS) public beta assessment in wintertime. It passed with flying colours, which was a truly happy moment for all of us involved in the task. We were likewise recently recognised with a group honor at an interior awards event, which was a wonderful means to celebrate the way we have actually worked together.
Until now, over 59,000 individuals have utilized the electronic service to get Youngster Maintenance, which is around 80% of all applicants. The telephone solution is still there for those that need it, yet the number of online applications remains to grow.
This isn't completion of family lawyer the electronic journey for this solution either. We're now advancing a brand-new roadmap for more improvement of the end-to-end solution, and we'll remain to pay attention to individual needs, and also make amendments as well as enhancements to make it as simple as feasible for individuals to obtain and manage their Kid Maintenance plans.
It's absolutely been a difficult year for everybody, yet I'm glad that I'll be able to recall at when our team rose to the difficulty as well as delivered for individuals when they required us most.