Prior to the COVID-19 pandemic, I was functioning as part of a group to create a brand new digital service for separated parents to make an application for aid preparing Youngster Maintenance. We 'd introduced a private beta of the electronic service in December 2019, and also were working towards introducing more users on a gradual basis.
Previous to this, the only way to get aid preparing Youngster Upkeep had actually been an entirely telephone-based solution. Nonetheless, as a division we understood that we had to supply a digital choice as part of our commitment to expand our solutions and also develop electronic styles based on our users' demands.
The press to go on the internet
All was going as intended up until the pandemic hit. Nearly instantaneously, our coworkers in the get in touch with centres might no longer address the phones and also process applications. The department was functioning to obtain individuals set up to work from residence, however a lot of coworkers were redeployed to work with other services. So, our supervisors made the decision to make our digital solution the primary method of application from that factor onwards, as well as for the foreseeable future.
The group had to scoot to protect the service and also make it offered to all candidates. The strategy had been to increase to around 100 applications a day undergoing the system within a few months, today we had to reach this stage in an issue of days. The team strove to stabilise the solution so it might cope with the boost in users, all while getting used to working from residence themselves.
Creating a 24/7 solution
At the private beta phase we were using responses from users to advance the service-- as we opened it up additionally this feedback ended up being a lot more essential. There was a clear demand for a few child maintenance modifications such as 24/7 availability. The service was originally designed to just be readily available when the legacy backend system was offered, in between 8am to 8pm during the week, as well as out weekends.
We had a lot of comments asking why it was not readily available after 8pm, so we built our own backend to save the application information temporarily, up until the tradition system appeared. Around 20% of customers now complete their applications in that 'offline' amount of time, which reveals the benefits of reacting truly swiftly and also taking user feedback on board.
One more item of responses 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 customers to sign up for an email confirmation that their application has been received utilizing the Gov.Notify system. Around 99% of online users have chosen to use this facility, 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 also right into fall, the group worked continuously to introduce brand-new functions, with changes deployed on an almost once a week basis. It was an unrelenting rate as well as was challenging at times-- for example for those of us home schooling our children. Having a common goal of helping to obtain cash to households that need it was an actually inspiring element during these times.
That effort indicated that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was a really pleased moment for all of us associated with the job. We were also lately identified with a team honor at an internal honors ceremony, which was a wonderful method to commemorate the method we've interacted.
Until now, over 59,000 people have made use of the electronic service to look for Youngster Maintenance, which is around 80% of all candidates. The telephone solution is still there for those that need it, yet the number of online applications remains to expand.
This isn't the end of the electronic journey for this service either. We're currently progressing a brand-new roadmap for further improvement of the end-to-end solution, and we'll remain to pay attention to individual demands, and make changes and also improvements to make it as simple as feasible for people to obtain and also manage their Kid Upkeep arrangements.
It's certainly been a difficult year for all of us, but I'm glad that I'll have the ability to recall at when our team rose to the challenge and provided for people when they needed us most.