Before the COVID-19 pandemic, I was working as part of a team to develop a brand-new electronic solution for separated parents to request assistance setting up Youngster Maintenance. We 'd introduced a personal beta of the electronic service in December 2019, and also were working towards introducing more users on a gradual basis.
Previous to this, the only way to get aid preparing Youngster Upkeep had actually been an entirely telephone-based solution. Nonetheless, as a division we understood that we had to offer a digital choice as part of our dedication to broaden our services and create electronic layouts based upon our individuals' requirements.
The push to browse the web
All was going as prepared until the pandemic hit. Almost quickly, our associates in the contact centres could no more respond to the phones as well as process applications. The division was working to get individuals established to work from home, yet a great deal of colleagues were redeployed to work on various other services. So, our directors decided to make our digital service the major technique of application from that point onwards, and also for the near future.
The group had to scoot to protect the service and also make it offered to all candidates. The strategy had been to increase to around 100 applications a day experiencing the system within a few months, today we had to reach this stage in an issue of days. The team strove to stabilise the solution so it might cope with the boost in users, all while getting used to working from residence themselves.
Creating a 24/7 solution
At the private beta phase we were using comments from users to progress the solution-- as we opened it up better this feedback came to be even more important. There was a clear requirement for a couple of modifications such as 24/7 availability. The service was at first designed to only be readily available when the heritage backend system was available, in between 8am to 8pm during the week, as well as out weekends.
We had a lot of comments asking why it was not offered after 8pm, so we built our very own family solicitors backend to save the application data briefly, till the heritage system became available. Around 20% of individuals currently finish their applications in that 'offline' period, which reveals the advantages of reacting really swiftly and also taking customer feedback on board.
One more item of responses we obtained from customers related to them wishing to confirm receipt of their application. So, as part of our routine versions, we provided a function that permits customers to enroll in an e-mail verification that their application has actually been received using the Gov.Notify system. Around 99% of online users have picked to use this facility, which just shows how useful it has been as reassurance for individuals looking for Youngster Upkeep.
The effort pays off
Throughout the summertime and also right into autumn, the team worked constantly to introduce brand-new attributes, with adjustments released on a practically regular basis. It was a ruthless speed and was challenging at times-- for instance for those people home schooling our youngsters. Having a shared objective of helping to get cash to families that need it was a really inspiring factor during these times.
That hard work suggested that we had the ability to take the item with a Government Digital Solution (GDS) public beta evaluation in winter months. It passed with flying colours, which was an actually happy moment for everybody associated with the job. We were also recently acknowledged with a group award at an internal honors event, which was a good method to celebrate the method we have actually interacted.
So far, over 59,000 people have used the digital solution to apply for Youngster Upkeep, which is around 80% of all applicants. The telephone service is still there for those that require it, but the variety of online applications remains to grow.
This isn't the end of the electronic trip for this solution either. We're now proceeding a brand-new roadmap for more improvement 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 individuals to obtain and manage their Youngster Maintenance plans.
It's absolutely been a tough year for all of us, however I rejoice that I'll have the ability to look back at when our team rose to the difficulty and also delivered for people when they needed us most.