Prior to the COVID-19 pandemic, I was functioning as part of a group to produce an all new digital service for apart parents to look for assistance organizing Youngster Upkeep. We 'd released a personal beta of the electronic service in December 2019, and also were working towards introducing more users on a gradual basis.
Before this, the only way to make an application for help setting up Child Maintenance had actually been a totally telephone-based solution. However, as a division we knew that we had to give a digital alternative as part of our commitment to broaden our solutions and also produce electronic layouts based on our individuals' demands.
The push to browse the web
All was going as intended until the pandemic hit. Nearly immediately, our associates in the call centres can no longer answer the phones as well as procedure applications. The division was functioning to obtain individuals set up to work from home, but a lot of associates were redeployed to work with various other solutions. So, our supervisors decided to make our electronic service the primary method of application from that factor onwards, and for the foreseeable future.
The group needed to scoot to safeguard the solution and also make it readily available to all candidates. The strategy had been to ramp up to around 100 applications a day undergoing the system within a few months, but now we had to reach this phase in a matter of days. The team worked hard to secure the solution so it might deal with the increase in users, all while adapting to functioning from home themselves.
Developing a 24/7 solution
At the private beta phase we were making use of feedback from users to advance the service-- as we opened it up further this responses came to be much more crucial. There was a clear need for a few adjustments such as 24/7 accessibility. The solution was at first created to only be available when the legacy backend system was available, between 8am child maintenance to 8pm throughout the week, as well as not on weekend breaks.
We had a great deal of comments asking why it was not readily available after 8pm, so we built our very own backend to store the application data momentarily, up until the legacy system became available. Around 20% of users now finish their applications because 'offline' period, which reveals the benefits of reacting truly promptly as well as taking customer feedback on board.
An additional item of feedback we received from individuals connected to them wishing to confirm receipt of their application. So, as part of our regular models, we delivered an attribute that allows individuals to enroll in an e-mail confirmation that their application has been received utilizing the Gov.Notify system. Around 99% of on-line individuals have actually selected to utilize this facility, which just demonstrates how useful it has actually been as confidence for individuals applying for Child Maintenance.
The effort pays off
Throughout the summertime and also into fall, the team worked regularly to introduce new functions, with modifications released on an almost weekly basis. It was a relentless pace and was testing sometimes-- for instance for those people home education our youngsters. Having a common goal of helping to obtain money to households that need it was a truly motivating aspect throughout these times.
That effort suggested that we were able to take the product via a Government Digital Solution (GDS) public beta analysis in wintertime. It passed with flying colours, which was an actually pleased moment for everybody associated with the job. We were likewise just recently recognised with a group award at an internal honors ceremony, which was a great way to commemorate the means we have actually worked together.
Until now, over 59,000 people have actually utilized the electronic service to obtain Youngster Maintenance, which is around 80% of all applicants. The telephony service is still there for those that require it, but the variety of online applications continues to expand.
This isn't the end of the digital trip for this solution either. We're now advancing a brand-new roadmap for further improvement of the end-to-end solution, and we'll continue to pay attention to customer needs, as well as make modifications and also improvements to make it as simple as possible for individuals to request as well as handle their Youngster Maintenance arrangements.
It's absolutely been a tough year for everyone, however I rejoice that I'll be able to look back at when our group rose to the obstacle and also supplied for individuals when they required us most.