Before the COVID-19 pandemic, I was working as part of a group to create an all new digital service for separated parents to make an application for aid setting up Kid Upkeep. We would certainly released a private beta of the digital service in December 2019, and were working towards introducing more users on a progressive basis.
Previous to this, the only method to get aid preparing Youngster Upkeep had actually been an entirely telephone-based service. Nonetheless, as a department we knew that we had to offer a digital option as part of our commitment to expand our services and develop digital layouts based upon our individuals' demands.
The press to go on the internet
All was going as intended up until the pandemic hit. Nearly instantly, our colleagues in the call centres can no longer answer 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 major technique of application from that point onwards, and also for the near future.
The team needed to move fast to secure the solution and make it readily available to all candidates. The plan had actually been to ramp up to around 100 applications a day undergoing the system within a couple of months, and now we had to reach this stage in an issue of days. The team strove to stabilise the solution so it might deal with the rise in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were using comments from users to proceed the service-- as we opened it up further this feedback came to be a lot more crucial. There was a clear requirement for a couple of changes such as 24/7 schedule. The solution was at first designed to only be readily available when the legacy backend system was readily available, in between 8am to 8pm during the week, as well as out weekends.
We had a lot of responses asking why it was not available after 8pm, so we developed our very own backend to save the application data briefly, till the legacy system became available. Around 20% of individuals currently finish their applications in that 'offline' period, which shows the advantages of responding actually rapidly as well as taking customer responses on board.
Another piece of comments we got from customers connected to them wanting to confirm receipt of their application. So, as part of our regular versions, we supplied an attribute that permits individuals to sign up for an e-mail verification that their application has actually been obtained utilizing the Gov.Notify system. Around 99% of on-line individuals have actually chosen to utilize this facility, which simply demonstrates how beneficial it has actually been as reassurance for individuals applying for Youngster Upkeep.
The hard work pays off
Throughout the summer as well as into fall, the group worked continuously to present new attributes, with adjustments deployed on an almost once a week basis. It was a ruthless speed and also was testing at times-- as an example for those of us home schooling our youngsters. Having a shared objective of helping to get cash to family members that require it was an actually motivating factor during these times.
That hard work implied that we were able to take the product through a Government Digital Service (GDS) public beta analysis in winter season. It passed with flying colours, which was an actually proud moment for everyone associated with the project. We were likewise recently acknowledged with a group honor at an interior honors event, which was a nice way to celebrate the method we have actually collaborated.
Until now, over 59,000 people have utilized the digital service to request Kid Maintenance, which is around 80% of all applicants. The telephony service is still there for those that require it, but the number of online applications remains to grow.
This isn't the end of the digital journey for this service either. We're currently progressing a brand-new roadmap for more transformation of the end-to-end service, and we'll continue to pay attention to individual demands, and also make amendments as well as enhancements to make it as easy as possible for people to look for as well as manage their Youngster Maintenance setups.
It's definitely been a difficult year for everybody, but I'm glad that I'll have family lawyer the ability to recall at when our team rose to the challenge as well as provided for individuals when they required us most.