Before the COVID-19 pandemic, I was functioning as part of a group to create a brand-new electronic solution for separated parents to request help organizing Child Maintenance. We would certainly released an exclusive beta of the digital service in December 2019, and also were functioning towards presenting even more users on a gradual basis.
Before this, the only method to obtain help arranging Youngster Maintenance had actually been a totally telephone-based service. However, as a division we knew that we needed to offer an electronic option as part of our dedication to expand our solutions and produce electronic styles based upon our individuals' demands.
The push to browse the web
All was going as intended up until the pandemic hit. Virtually instantaneously, our colleagues in the contact centres might no more address the phones and process applications. The department was functioning to obtain individuals established to work from residence, but a great deal of coworkers were redeployed to deal with other solutions. So, our directors made the decision to make our electronic service the major technique of application from that factor onwards, and also for the near future.
The team needed to move fast to secure the solution as well as make it readily available to all candidates. The plan had been to increase to around 100 applications a day experiencing the system within a couple of months, and now we had to get to this stage in a matter of days. The group strove to secure the service so it can cope with the rise in users, all while getting used to working from home themselves.
Developing a 24/7 service
At the personal beta stage we were making use of comments from customers to advance the service-- as we opened it up additionally this feedback ended up being much more crucial. There was a clear requirement for a couple of modifications such as 24/7 availability. The service was initially designed to just be readily available when the heritage backend system was readily available, in between 8am to 8pm during the week, and out weekend breaks.
We had a great deal of comments asking why it was not available after 8pm, so we built our very own backend to keep the application data temporarily, till the tradition system became available. Around 20% of customers currently complete their applications in that 'offline' amount of time, which shows the benefits of responding truly rapidly and taking customer feedback on board.
Another piece of comments we got from customers connected to them intending to verify receipt of their application. So, as part of our normal versions, we provided a feature that permits individuals to sign up for an email verification that their application has been obtained utilizing the Gov.Notify system. Around 99% of on the internet customers have chosen to use this center, which just demonstrates how helpful it has actually been as confidence for individuals getting Youngster Maintenance.
The hard work pays off
Throughout the summer and right into fall, the team worked frequently to introduce new features, with adjustments deployed on a practically once a week basis. It was a ruthless pace and also was challenging sometimes-- for example for those people home schooling our youngsters. Having a shared objective helpful to get cash to families that require it was an actually encouraging element throughout these times.
That effort implied that we were able to take the item with a Government Digital Solution (GDS) public beta analysis in winter. It passed with flying colours, which was a truly honored moment for everyone associated with the task. We were also recently identified with a group honor at an inner honors event, which was a nice method to commemorate the method we've interacted.
Until now, over 59,000 people have actually used the digital service to obtain Child Maintenance, which is around 80% of all candidates. The telephone solution is still there for those that require it, yet the variety of online applications remains to expand.
This isn't completion of the electronic journey for this service either. We're now progressing a brand-new roadmap for more transformation of the end-to-end solution, and also we'll remain to listen to user needs, family law solicitors and also make changes and renovations to make it as simple as possible for individuals to apply for and also handle their Child Upkeep setups.
It's definitely been a challenging year for all of us, yet I rejoice that I'll have the ability to recall at when our group rose to the difficulty and also supplied for individuals when they required us most.