Prior to the COVID-19 pandemic, I was functioning as part of a team to create a brand-new electronic solution for apart parents to obtain assistance preparing Youngster Upkeep. We 'd launched a personal beta of the digital service in December 2019, and were functioning in the direction of presenting more users on a gradual basis.
Before this, the only means to apply for help arranging Youngster Maintenance had been an entirely telephone-based service. However, as a division we understood that we had to provide an electronic option as part of our dedication to broaden our services and also produce electronic styles based on our individuals' needs.
The press to browse the web
All was going as planned till the pandemic hit. Virtually instantly, our coworkers in the contact centres can no longer respond to the phones and procedure applications. The department was functioning to get individuals established to function from home, yet a lot of associates were redeployed to work on other solutions. So, our supervisors decided to make our digital service the major method of application from that point onwards, as well as for the direct future.
The team had to move fast to safeguard the solution and make it offered to all applicants. The strategy had actually been to increase to around 100 applications a day going through the system within a few months, and now we needed to reach this phase in an issue of days. The team worked hard to stabilise the service so it could deal with the boost in customers, all while getting used to functioning from home themselves.
Creating a 24/7 service
At the private beta stage we were using feedback from users to progress the service-- as we opened it up even more this feedback became a lot more vital. There was a clear demand for a couple of modifications such as 24/7 schedule. The service was initially developed to only be available when the heritage backend system was readily available, between 8am to 8pm during the week, and also out weekend breaks.
We had a great deal of feedback asking why it was not available after 8pm, so we constructed our own backend to store the application information momentarily, till the heritage system appeared. Around 20% of customers currently complete their applications because 'offline' time period, which shows the advantages of reacting actually swiftly and taking customer feedback on board.
An additional piece of responses we got from customers associated with them wanting to validate receipt of their application. So, as part of our routine iterations, we provided an attribute that enables customers to sign up for an e-mail verification that their application has been gotten using the Gov.Notify system. Around 99% of on the internet customers have selected to use this center, which just shows how beneficial it has actually been as reassurance for individuals getting Child Maintenance.
The hard work settles
Throughout the summertime and also into autumn, the team worked regularly to present brand-new attributes, with changes deployed on a practically regular basis. It was a ruthless rate and also was testing sometimes-- as an example for those people home education our youngsters. Having a common objective of helping to get cash to families that require it was a really motivating factor throughout these times.
That effort suggested that we were able to take the product with a Government Digital Service (GDS) public beta assessment in winter. It passed with flying colours, which was a really honored minute for everybody involved in the project. We were also recently acknowledged with a team award at an inner honors event, which was a good means to commemorate the means we've worked together.
Until now, over 59,000 people have used the digital service to request Child Upkeep, which is around 80% of all applicants. The telephone systems solution is still there for those that need it, yet 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 brand-new roadmap for more change of the end-to-end service, and also we'll continue to pay attention to user needs, and make amendments as well as renovations to make it as family law solicitors easy as possible for individuals to obtain and also manage their Kid Upkeep setups.
It's certainly been a difficult year for everybody, yet I'm glad that I'll be able to look back at when our group rose to the obstacle and also delivered for people when they needed us most.