Prior to 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 assistance preparing Child Maintenance. We 'd launched a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting more customers on a steady basis.
Previous to this, the only way to request help arranging Youngster Maintenance had actually been a totally telephone-based service. However, as a department we understood that we had to provide a digital alternative as part of our commitment to expand our solutions as well as develop digital styles based upon our individuals' requirements.
The press to go on the internet
All was going as prepared until the pandemic hit. Practically promptly, our coworkers in the contact centres can no longer respond to the phones and also procedure applications. The division was working to get people established to work from home, however a lot of associates were redeployed to deal with various other services. So, our directors made the decision to make our digital service the major technique of application from that factor onwards, and for the near future.
The team needed to scoot to safeguard the solution and also make it readily available to all applicants. The plan had actually been to ramp up to around 100 applications a day undergoing the system within a couple of months, today we needed to reach this stage in a matter of days. The team worked hard to secure the service so it could deal with the increase in individuals, all while adapting to working from residence themselves.
Developing a 24/7 solution
At the exclusive beta phase we were using responses from individuals to progress the solution-- as we opened it up even more this comments came to be even more crucial. There was a clear demand for a few adjustments such as 24/7 availability. The solution was at first designed to only be offered when the tradition backend system was available, between 8am to 8pm throughout the week, and also out weekends.
We had a great deal of responses asking why it was not readily available after 8pm, so we built our very own backend to keep the application information temporarily, till the heritage system became available. Around 20% of customers currently complete their applications in that 'offline' time period, which reveals the benefits of responding truly rapidly and taking customer feedback on board.
One more item of feedback we received from users associated with them intending to confirm receipt of their application. So, as part of our normal versions, we provided a feature that enables customers to register for an email verification that their application has actually been obtained utilizing the Gov.Notify system. Around 99% of online customers have actually chosen to use this center, which simply shows how useful it has been as reassurance for people applying for Child Maintenance.
The effort repays
Throughout the summer season and into autumn, the team functioned constantly to present new features, with modifications released on a practically regular basis. It was a ruthless speed as well as was testing at times-- for example for those people home education our kids. Having a shared goal helpful to obtain money to families that require it was a truly inspiring element during these times.
That effort indicated that we were able to take the item via a Government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a really proud minute for all of us associated with the job. family solicitors We were also lately identified with a team honor at an internal honors ceremony, which was a nice means to celebrate the means we've interacted.
Thus far, over 59,000 people have actually used the electronic service to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that need it, however the number of online applications continues to expand.
This isn't the end of the electronic journey for this service either. We're currently progressing a brand-new roadmap for further improvement of the end-to-end solution, as well as we'll remain to listen to individual demands, and make changes and enhancements to make it as very easy as possible for people to look for and handle their Youngster Maintenance plans.
It's absolutely been a challenging year for all of us, yet I rejoice that I'll be able to look back at when our group rose to the obstacle and provided for individuals when they required us most.