Prior to the COVID-19 pandemic, I was working as part of a group to create an all new digital solution for apart parents to request assistance arranging Kid Upkeep. We would certainly launched a personal beta of the electronic solution in December 2019, and were functioning towards presenting more individuals on a progressive basis.
Before this, the only means to make an application for aid arranging Child Maintenance had been a totally telephone-based solution. Nonetheless, as a division we understood that we needed to provide a digital option as part of our dedication to expand our services as well as produce electronic designs based on our users' needs.
The push to browse the web
All was going as prepared up until the pandemic hit. Practically promptly, our colleagues in the contact centres can no more respond to the phones as well as process applications. The department was working to obtain individuals established to function from house, but a lot of colleagues were redeployed to work on various other solutions. So, our directors made the decision to make our electronic solution the primary technique of application from that point onwards, and for the direct future.
The group needed to move fast to secure the solution and also make it offered to all applicants. The plan had been to ramp up to around 100 applications a day undergoing the system within a couple of months, and now we needed to get to this phase in a matter of days. The team strove to stabilise the service so it can cope with the rise in users, all while adjusting to working from house themselves.
Producing a 24/7 service
At the private beta stage we were using responses from users to advance the solution-- as we opened it up further this responses ended up being much more vital. There family law solicitors was a clear requirement for a couple of modifications such as 24/7 availability. The solution was initially made to only be readily available when the tradition backend system was readily available, between 8am to 8pm throughout the week, and out weekend breaks.
We had a lot of responses asking why it was not available after 8pm, so we constructed our own backend to keep the application information briefly, till the legacy system became available. Around 20% of customers now finish their applications because 'offline' time period, which shows the advantages of reacting truly promptly and taking individual responses aboard.
Another piece of responses we received from users associated with them intending to confirm receipt of their application. So, as part of our routine models, we delivered a feature that enables customers to enroll in an email confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on-line customers have actually chosen to use this facility, which just shows how beneficial it has actually been as confidence for individuals obtaining Youngster Upkeep.
The effort repays
Throughout the summer season and also right into fall, the group functioned frequently to present brand-new attributes, with adjustments released on a nearly regular basis. It was an unrelenting speed as well as was testing at times-- for instance for those of us home schooling our youngsters. Having a common objective of helping to get money to families that require it was an actually inspiring element during these times.
That hard work suggested that we had the ability to take the item through a Government Digital Solution (GDS) public beta evaluation in wintertime. It passed with flying colours, which was a truly happy moment for everybody associated with the project. We were also lately identified with a team honor at an interior awards event, which was a great way to commemorate the method we've interacted.
Thus far, over 59,000 people have actually utilized the digital solution to get Kid Upkeep, which is around 80% of all candidates. The telephony solution is still there for those that need it, yet the number of online applications remains to grow.
This isn't completion of the digital trip for this service either. We're currently progressing a brand-new roadmap for further makeover of the end-to-end service, and also we'll continue to pay attention to user requirements, and make changes and enhancements to make it as very easy as possible for individuals to request and also manage their Kid Upkeep arrangements.
It's definitely been a challenging year for everyone, yet I'm glad that I'll be able to recall at when our group rose to the challenge as well as supplied for people when they needed us most.