Before the COVID-19 pandemic, I was working as part of a group to create a brand-new electronic service for separated parents to make an application for aid arranging Child Maintenance. We 'd introduced a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting more users on a gradual basis.
Previous to this, the only way to obtain assistance preparing Youngster Upkeep had actually been an entirely telephone-based solution. Nevertheless, as a division we knew that we had to offer a digital option as part of our commitment to expand our solutions and also create electronic layouts based upon our individuals' requirements.
The push to go online
All was going as planned till the pandemic hit. Virtually immediately, our colleagues in the contact centres can no more respond to the phones and procedure applications. The division was working to obtain individuals set up to work from residence, however a lot of colleagues were redeployed to work with various other services. So, our supervisors decided to make our digital solution the primary method of application from that factor onwards, as well as for the near future.
The group needed to move fast to safeguard the service and make it readily available to all applicants. The strategy had been to increase to around 100 applications a day experiencing the system within a few months, today we had to get to this phase in a matter of days. The group worked hard to secure the service so it might deal with the rise in individuals, all while adjusting to working from home themselves.
Producing a 24/7 solution
At the personal beta phase we were utilizing responses from individuals to proceed the service-- as we opened it up better this feedback came to be even more crucial. There was a clear need for a couple of adjustments such as 24/7 accessibility. The solution was initially created to just be available when the tradition backend system was available, between 8am to 8pm throughout the week, and also not on weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our very own backend to store the application data momentarily, till the legacy system became available. Around 20% of customers currently complete their applications in that 'offline' period, which reveals the advantages of responding really rapidly as well as taking customer responses on board.
Another piece of comments we obtained from customers related to them wanting to verify invoice of their application. So, as part of our routine models, we supplied an attribute that allows users to sign up for an email confirmation that their application has been received utilizing the Gov.Notify system. Around 99% of on the internet individuals have selected to use this facility, which just shows how useful it has been as reassurance for people looking for Youngster Upkeep.
The effort settles
Throughout the summertime as well as into autumn, the group functioned frequently to present new features, with changes released on a virtually once a week basis. It was an unrelenting speed as well as was challenging sometimes-- as an example for those of us home schooling our youngsters. Having a common goal of helping to obtain cash to households that need it was an actually inspiring element during these times.
That effort indicated that we were able to take the item via a Government Digital Solution (GDS) public beta analysis in winter season. It passed with flying colours, which was a really honored minute for all of us associated with the job. We were also lately recognised with a group award at an internal honors ceremony, 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 make an application for Youngster Maintenance, which is around 80% of all candidates. The telephone solution is still there for those that need it, yet the number of online applications remains to expand.
This isn't the end of the electronic journey for this family solicitors solution either. We're now advancing a brand-new roadmap for further makeover of the end-to-end service, as well as we'll remain to listen to individual demands, as well as make modifications and enhancements to make it as very easy as possible for people to apply for as well as handle their Youngster Maintenance plans.
It's absolutely been a challenging year for all of us, however I rejoice that I'll be able to look back at when our team rose to the obstacle and delivered for people when they required us most.