Prior to the COVID-19 pandemic, I was functioning as part of a group to produce a brand new digital service for separated parents to request assistance setting up Youngster Upkeep. We 'd launched a personal beta of the digital service in December 2019, as well as were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only means to request help preparing Child Maintenance had been a completely telephone-based service. However, as a department 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 planned until the pandemic hit. Almost immediately, our colleagues in the contact centres can no more respond to the phones as well as process applications. The division was functioning to get people established to work from home, yet a great deal of associates were redeployed to work on various other solutions. So, our directors decided to make our electronic service the major technique of application from that point onwards, and also for the near future.
The team needed to move fast to secure the solution and make it readily available to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a couple of months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can handle the increase in individuals, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were making use of feedback from customers to progress the solution-- as we opened it up further this responses became much more important. There was a clear requirement for a couple of modifications such as 24/7 schedule. The service was at first made to just be offered when the heritage backend system was offered, in between 8am to 8pm throughout the week, as well as not on weekend breaks.
We had a great deal of feedback asking why it was not available after 8pm, so we built our own backend to store the application information momentarily, until the tradition system appeared. Around 20% of customers now complete their applications because 'offline' amount of time, which reveals the benefits of reacting truly promptly and also taking user comments aboard.
An additional item of feedback we received from individuals associated with them intending to validate receipt of their application. So, as part of our regular iterations, we provided a function that enables customers to enroll in an e-mail verification that their application has actually been obtained using the Gov.Notify system. Around 99% of online users have chosen to use this facility, which simply demonstrates how useful it has actually been as confidence for individuals getting Youngster Upkeep.
The effort settles
Throughout the summertime as well as into autumn, the child maintenance team functioned frequently to present brand-new functions, with modifications deployed on an almost weekly basis. It was a relentless rate and also was testing at times-- for example for those people home education our kids. Having a shared goal helpful to obtain money to families that require it was an actually inspiring element during these times.
That effort implied that we were able to take the product via a Government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a truly proud minute 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 celebrate the means we have actually collaborated.
Until now, over 59,000 individuals have actually utilized the digital service to make an application for Child Upkeep, 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 grow.
This isn't completion of the electronic journey for this solution either. We're now advancing a brand-new roadmap for further makeover of the end-to-end service, as well as we'll remain to listen to individual demands, as well as make modifications and enhancements to make it as very easy as possible for people to apply for as well as handle their Youngster Maintenance plans.
It's absolutely been a challenging year for everyone, however I'm glad that I'll be able to recall at when our group rose to the challenge and provided for individuals when they required us most.