Before the COVID-19 pandemic, I was functioning as part of a team to develop a new electronic solution for apart parents to get assistance setting up Child Maintenance. We would certainly released an exclusive beta of the digital service in December 2019, and were working towards introducing more individuals on a progressive basis.
Before this, the only method to look for help arranging Child Maintenance had been a completely telephone-based service. However, as a division we understood that we needed to give an electronic alternative as part of our dedication to broaden our services and create digital layouts based upon our individuals' requirements.
The push to browse the web
All was going as prepared until the pandemic hit. Almost immediately, our colleagues in the contact centres could no longer respond to the phones and procedure applications. The department was working to obtain people set up to function from residence, but a great deal of colleagues were redeployed to work on other services. So, our directors made the decision to make our digital service the main approach of application from that factor onwards, and for the direct future.
The group had to scoot to protect the solution as well as make it available to all candidates. The plan had actually been to increase to around 100 applications a day going through the system within a couple of months, now we had to reach this stage in an issue of days. The team strove to stabilise the solution so it could handle the increase in customers, all while adapting to functioning from house themselves.
Developing a 24/7 service
At the personal beta stage we were making use of responses from individuals to proceed the service-- as we opened it up better this comments came to be even more vital. There was a clear requirement for a few changes such as 24/7 schedule. The service was at first made to only be readily available when the heritage backend system was readily available, in between 8am to 8pm during the week, and also out weekend breaks.
We had a great deal of responses asking why it was not offered after 8pm, so we constructed our own backend to keep the application information momentarily, up until the legacy system appeared. Around 20% of individuals now complete their applications because 'offline' amount of time, which reveals the benefits of reacting actually rapidly as well as taking customer responses on board.
Another piece of feedback we obtained from customers related to them wanting to verify receipt of their application. So, as part of our routine versions, we supplied an attribute that permits family law solicitors customers to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of online users have picked to utilize this center, which simply demonstrates how valuable it has actually been as confidence for individuals obtaining Kid Maintenance.
The hard work pays off
Throughout the summer and right into fall, the group worked continuously to introduce new attributes, with adjustments released on a nearly regular basis. It was a relentless pace and also was testing at times-- for example for those people home education our kids. Having a shared objective helpful to get money to family members that require it was a truly motivating variable throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the task. We were likewise recently acknowledged with a team honor at an interior awards event, which was a good means to celebrate the means we've interacted.
Thus far, over 59,000 people have actually used the electronic service to look for Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that need it, however the variety of online applications continues to expand.
This isn't the end of the digital trip for this service either. We're currently proceeding a new roadmap for more change of the end-to-end solution, and we'll continue to pay attention to user requirements, and also make amendments as well as renovations to make it as easy as possible for individuals to apply for as well as handle their Child Maintenance plans.
It's absolutely been a challenging year for everyone, yet I rejoice that I'll be able to look back at when our team rose to the obstacle and also delivered for people when they needed us most.