Before the COVID-19 pandemic, I was functioning as part of a team to create an all new electronic solution for apart parents to look for assistance preparing Child Maintenance. We 'd launched a personal beta of the digital service in December 2019, as well as were working towards introducing more individuals on a progressive basis.
Before this, the only method to look for 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 option as part of our commitment to increase our services and also 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 address the phones as well as process applications. The department was functioning to get people established to work from home, but a great deal of associates were redeployed to deal 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 applicants. The strategy had been to increase to around 100 applications a day undergoing the system within a few months, and now 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 house themselves.
Developing a 24/7 solution
At the personal beta stage we were utilizing feedback from individuals to progress the service-- as we opened it up better this comments came to be much more vital. There was a clear need for a couple of changes such as 24/7 accessibility. The solution was initially created to just be offered when the heritage backend system was available, between 8am to 8pm throughout the week, and family solicitors also not on weekends.
We had a great deal of feedback asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, till the legacy system became available. Around 20% of individuals currently finish their applications because 'offline' time period, which shows the advantages of responding actually quickly as well as taking individual responses aboard.
Another piece of feedback we got from individuals connected to them wanting to confirm receipt of their application. So, as part of our regular versions, we provided a function that enables customers to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply demonstrates how valuable it has actually been as confidence for individuals making an application for Kid Maintenance.
The hard work pays off
Throughout the summer as well as into autumn, the group worked continuously to introduce new features, with adjustments released on a nearly regular basis. It was a ruthless pace and was testing sometimes-- for instance for those of us home education our youngsters. Having a shared goal helpful to obtain money to families that require it was a truly inspiring factor throughout these times.
That effort implied that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the project. We were additionally just recently recognised with a group award at an inner awards event, which was a good means to celebrate the means we've worked together.
Thus far, over 59,000 people have actually used the electronic service to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that require it, however the variety of online applications continues to expand.
This isn't completion of the digital trip for this service either. We're now proceeding a new roadmap for additional transformation of the end-to-end service, and also we'll continue to pay attention to customer needs, as well as make modifications and renovations to make it as easy as possible for individuals to apply for as well as handle their Youngster Maintenance plans.
It's absolutely been a challenging year for everyone, yet I'm glad that I'll be able to recall at when our group rose to the obstacle and provided for individuals when they required us most.