Before the COVID-19 pandemic, I was functioning as part of a group to develop a new digital solution for apart moms and dads to get aid arranging Kid Maintenance. We would certainly introduced a private beta of the electronic service in December 2019, and also were working in the direction of introducing even more customers on a gradual basis.
Before this, the only means to look for assistance organizing Child Upkeep had been an entirely telephone-based service. Nonetheless, as a division we understood that we had to give an electronic choice as part of our dedication to increase our solutions as well as produce digital designs based on our users' demands.
The press to go on the internet
All was going as intended up until the pandemic hit. Nearly instantly, our coworkers in the call centres might no longer address the phones and also process applications. The division was functioning to obtain individuals set up to function from house, but a great deal of associates were redeployed to work on various other services. So, our supervisors decided to make our digital solution the primary approach of application from that factor onwards, as well as for the direct future.
The group needed to scoot to protect 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, today we had to get to this stage in a matter of days. The group strove to stabilise the service so it could deal with the rise in users, all while adapting to working from house themselves.
Developing a 24/7 service
At the private beta phase we were using feedback from customers to progress the solution-- as we opened it up better this responses came to be even more important. There was a clear need for a couple of adjustments such as 24/7 schedule. The solution was initially created to only be offered when the heritage backend system was offered, between 8am to 8pm throughout the week, and out weekend breaks.
We had a great deal of responses asking why it was not readily available after 8pm, so we constructed our very own backend to keep the application data momentarily, up until the legacy system appeared. Around 20% of individuals now finish their applications in that 'offline' period, which reveals the advantages of reacting actually rapidly and also taking individual feedback aboard.
Another item of comments we received from individuals connected to them wanting to validate invoice of their application. So, as part of our routine iterations, we supplied a feature that permits users to enroll in an email confirmation that their application has actually been received making use of the Gov.Notify system. Around 99% of online individuals have actually chosen to utilize this center, which just demonstrates how useful it has been as peace of mind for people getting Youngster Upkeep.
The effort settles
Throughout the summer as well as right into autumn, the team worked frequently to introduce new features, with adjustments deployed on a nearly once a week basis. It was a relentless speed as well as was testing sometimes-- as an example for those of us home schooling our children. Having a shared goal of helping to obtain 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 assessment in winter season. It passed with flying colours, which was a truly pleased moment for everyone involved in the project. We were also recently recognised with a team honor at an inner honors ceremony, which was a good method to celebrate the way we have actually interacted.
Until now, over 59,000 individuals have used the electronic solution to apply for Youngster Upkeep, which is around 80% of all applicants. The telephony solution is still there for those that require it, however the number of online applications remains to grow.
This isn't the end of the electronic journey for this service either. We're currently advancing a new roadmap for more improvement of the end-to-end service, and also we'll remain to listen to customer requirements, and make modifications as well as improvements to make it as very easy as possible for individuals to get as family law solicitors well as handle their Kid Upkeep plans.
It's certainly been a difficult year for everyone, yet I'm glad that I'll have the ability to look back at when our group rose to the difficulty and also provided for individuals when they needed us most.