Prior to the COVID-19 pandemic, I was functioning as part of a team to create a brand new electronic solution for apart parents to apply for help organizing Child Maintenance. We 'd introduced an exclusive beta of the digital solution in December 2019, and also were functioning in the direction of presenting even more users on a gradual basis.
Previous to this, the only method to get help preparing Youngster Upkeep had been a completely telephone-based service. However, as a division we knew that we needed to supply a digital alternative as part of our commitment to expand our services and produce electronic layouts based on our users' needs.
The push to go on the internet
All was going as planned up until the pandemic hit. Nearly instantaneously, our coworkers in the call centres can no more answer the phones and procedure applications. The division was functioning to obtain individuals established to work from house, however a great deal of coworkers were redeployed to service other solutions. So, our directors decided to make our digital solution the main approach of application from that factor onwards, as well as for the near future.
The group needed to scoot to protect the solution and also make it available to all candidates. The plan had been to increase to around 100 applications a day going through the system within a couple of months, today we had to get to this stage in a matter of days. The team worked hard to secure the service so it might handle the rise in customers, all while adjusting to functioning from home themselves.
Creating a 24/7 service
At the private beta phase we were making use of responses from individuals to progress the service-- as we opened it up further this responses came to be a lot more crucial. There was a clear requirement for a few changes such as 24/7 schedule. The solution was initially designed to just be offered when the legacy backend system was readily available, between 8am to 8pm throughout the week, as well as not on weekend breaks.
We had a lot of responses asking why it was not offered after 8pm, so we built our very own backend to store the application information temporarily, until the legacy system appeared. Around 20% of users now finish their applications in that 'offline' period, which reveals the benefits of reacting truly promptly and taking individual comments aboard.
An additional piece of feedback we received from individuals connected to them intending to validate receipt of their application. So, as part of our regular versions, we provided an attribute that permits customers to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of online users have chosen to utilize this center, which simply shows how useful it has actually been as confidence for people requesting Child Upkeep.
The hard work repays
Throughout the summertime and right into autumn, the group worked constantly to present new attributes, with modifications released on a nearly weekly basis. It was an unrelenting pace as well as was testing at times-- as an example for those of us home schooling our youngsters. Having a shared goal helpful to obtain money to households that need it was an actually inspiring variable during these times.
That effort suggested that we were able to take the product via a Government Digital Service (GDS) public beta evaluation in winter. It passed with flying colours, which was a truly honored minute for all of us involved in the job. We were additionally lately acknowledged with a team award at an internal awards ceremony, which was a nice way to commemorate the means we have actually interacted.
Until now, over 59,000 individuals have used the electronic solution to request Child Upkeep, which is around 80% of all applicants. The telephony solution is still there for those that require it, however the number of online applications remains to grow.
This isn't the end of the electronic family solicitors journey for this solution either. We're currently progressing a brand-new roadmap for more improvement of the end-to-end service, and also we'll continue to pay attention to individual needs, and also make amendments and also enhancements to make it as very easy as possible for individuals to get and manage their Youngster Maintenance plans.
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 people when they needed us most.