Before the COVID-19 pandemic, I was working as part of a team to create a new digital service for apart moms and dads to request assistance preparing Youngster Maintenance. We would certainly launched a personal beta of the electronic service in December 2019, and were working towards introducing more customers on a progressive basis.
Before this, the only way to obtain help arranging Child Upkeep had actually been an entirely telephone-based service. However, as a division we understood that we had to provide a digital alternative as part of our dedication to increase our solutions as well as develop digital layouts based upon our customers' requirements.
The press to go online
All was going as planned up until the pandemic hit. Almost instantaneously, our associates in the contact centres could no longer answer the phones and also process applications. The department was functioning to get individuals set up to function from house, but a great deal of associates were redeployed to work on various other services. So, our supervisors made the decision to make our electronic service the major technique of application from that factor onwards, as well as for the foreseeable future.
The group needed to move fast to safeguard the service and also make it offered to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a few months, and now we had to get to this phase in a matter of days. The team strove to stabilise the service so it can deal with the rise in users, all while adapting to functioning from home themselves.
Producing a 24/7 solution
At the private beta stage we were making use of feedback from individuals to advance the solution-- as we opened it up even more this comments came to be even more essential. There was a clear requirement for a couple of adjustments such as 24/7 availability. The service was at first created to just be readily available when the legacy backend system was available, between 8am to 8pm during the week, and not on weekends.
We had a great deal of comments asking why it was not readily available after 8pm, so we developed our very own backend to store the application data briefly, till the tradition system became available. Around 20% of users now complete their applications in that 'offline' period, which shows the benefits of responding actually promptly and taking customer comments aboard.
An additional piece of feedback we received from users associated with them wishing to verify invoice of their application. So, as part of our routine versions, we delivered a feature that permits customers to register for an email verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on the internet users have actually selected to use this center, which simply shows how useful it has actually been as peace of mind for people obtaining Kid Upkeep.
The hard work pays off
Throughout the summer season as well as right into autumn, the group worked constantly to present new attributes, with modifications released on a practically once a week basis. It was a ruthless pace as well as was challenging at times-- as an example for those of us home education our children. Having a common objective of helping to obtain money to households that require it was a really encouraging factor throughout these times.
That effort implied that we had the ability to take the product with a Federal government Digital Service (GDS) public beta evaluation in winter months. It passed with flying colours, which was a really pleased minute for all of us involved in the task. We were additionally recently identified with a group honor at an internal awards ceremony, which was a wonderful means to celebrate the method we have actually worked together.
Until now, over 59,000 people have utilized the digital solution to obtain Youngster Upkeep, which is around 80% of all candidates. The telephony service is still there for those that need it, but the number of online applications continues to grow.
This isn't the end of the digital journey for this solution either. We're currently progressing a brand-new roadmap for more transformation of the end-to-end service, and we'll remain to pay attention to customer demands, and also make modifications as well as enhancements to make it as simple as possible for people to request and manage their Youngster Upkeep plans.
It's definitely been a challenging year for all of us, yet I rejoice that I'll be able to look back at when our team rose to the challenge and also provided for people when they family solicitors required us most.