Prior to the COVID-19 pandemic, I was working as part of a group to create a brand new digital solution for apart moms and dads to get aid arranging Kid Maintenance. We 'd released a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only means to request assistance organizing Kid Maintenance had been a totally telephone-based service. However, as a department we knew that we needed to provide an electronic option as part of our commitment to broaden our services and develop electronic layouts based upon our individuals' needs.
The push to go online
All was going as planned till the pandemic hit. Virtually instantly, our colleagues in the call centres can no longer answer the phones and also procedure applications. The department was working to get people established to function from home, but a great deal of associates were redeployed to deal with other solutions. So, our directors decided to make our electronic service the major technique of application from that point onwards, and also for the near future.
The team needed to move fast to safeguard the solution and make it readily available to all applicants. The strategy had actually been to ramp up to around 100 applications a day experiencing the system within a few months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it might cope with the rise in users, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the private beta phase we were using responses from users to progress the service-- as we opened it up additionally this feedback came to be even more important. There was a clear demand for a few modifications such as 24/7 schedule. The service was at first designed to only be readily available when the legacy backend system was offered, in between 8am to 8pm during the week, and out weekend breaks.
We had a lot of comments asking why it was not readily available after 8pm, so we constructed family law solicitors our own backend to save the application data momentarily, until the tradition system appeared. Around 20% of customers now finish their applications in that 'offline' period, which reveals the advantages of reacting actually rapidly and also taking user comments on board.
One more piece of responses we obtained from customers related to them wanting to confirm receipt of their application. So, as part of our normal versions, we delivered a function that allows users to sign up for an e-mail verification that their application has actually been received using the Gov.Notify system. Around 99% of online individuals have selected to use this facility, which just shows how useful it has been as reassurance for individuals looking for Youngster Upkeep.
The effort settles
Throughout the summertime as well as right into autumn, the team worked frequently to introduce brand-new attributes, with adjustments released on a nearly regular basis. It was a relentless speed as well as was testing at times-- for instance for those of us home education our youngsters. Having a shared objective helpful to get cash to households that need it was a really motivating element during these times.
That hard work meant that we had the ability to take the item with a Federal government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a truly proud moment for all of us associated with the project. We were additionally just recently acknowledged with a team award at an interior honors ceremony, which was a nice means to celebrate the means we've interacted.
Thus far, over 59,000 people have used the digital solution to look for Kid Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the number of online applications remains to grow.
This isn't completion of the digital journey for this solution either. We're now proceeding a new roadmap for further transformation of the end-to-end solution, and we'll remain to listen to individual requirements, and also make changes as well as enhancements to make it as simple as feasible for people to look for and also handle their Kid Maintenance plans.
It's absolutely been a challenging year for all of us, but I'm glad that I'll be able to look back at when our team rose to the challenge and also supplied for people when they required us most.