Before the COVID-19 pandemic, I was working as part of a team to develop a new digital solution for separated moms and dads to obtain aid organizing Kid Upkeep. We 'd released a personal beta of the electronic service in December 2019, as well as were functioning towards introducing more customers on a gradual basis.
Previous to this, the only method to apply for assistance preparing Youngster Upkeep had actually been a completely telephone-based service. Nevertheless, as a department we knew that we needed to provide a digital choice as part of our commitment to broaden our solutions as well as produce electronic styles based upon our customers' demands.
The press to browse the web
All was going as prepared up until the pandemic hit. Nearly immediately, our colleagues in the contact centres can no more address the phones and also process applications. The department was working to obtain individuals set up to work from residence, yet a great deal of colleagues were redeployed to deal with other solutions. So, our supervisors made the decision to make our electronic service the major approach of application from that point onwards, and for the direct future.
The team had to scoot to secure 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 manage the boost in customers, all while adapting to working from house themselves.
Creating a 24/7 solution
At the private beta phase we were using comments from users to advance the solution-- as we opened it up even more this responses ended up being a lot more essential. There was a clear demand for a few modifications such as 24/7 schedule. The service was originally designed to just be readily available when the legacy backend system was readily available, in between 8am to 8pm during the week, as well as out weekends.
We had a lot of responses asking why it was not available after 8pm, so we developed our very own backend to save the application data briefly, up until the heritage 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 comments we got from individuals connected to them wanting to confirm receipt of their application. So, as part of our regular versions, we provided an attribute that permits customers to enroll in an e-mail verification that their application has actually been received using the Gov.Notify system. Around 99% of online users have chosen to use this center, which simply shows how beneficial it has been as reassurance for people applying for Child Upkeep.
The effort repays
Throughout the summertime as well as into autumn, the team functioned constantly to present brand-new functions, with modifications deployed on a practically weekly basis. It was a relentless rate and also was challenging at times-- for example for those people home education our kids. Having a shared objective helpful to get cash to family members that need it was a really family solicitors encouraging variable during these times.
That hard work suggested that we had the ability to take the product via a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was a truly happy minute for everyone involved in the task. We were likewise recently acknowledged with a team honor at an interior awards event, which was a nice 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 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 progressing 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 feasible for individuals to make an application for and also manage their Kid Upkeep setups.
It's certainly been a difficult year for everybody, but I'm glad that I'll have the ability to recall at when our team rose to the challenge as well as supplied for individuals when they needed us most.