Before the COVID-19 pandemic, I was working as part of a team to create a brand new electronic solution for apart parents to make an application for help organizing Kid Upkeep. We 'd launched a personal beta of the digital solution in December 2019, as well as were working towards presenting more users on a gradual basis.
Before this, the only means to make an application for assistance preparing Youngster Upkeep had been a completely telephone-based service. Nevertheless, as a division we knew that we needed to supply an electronic alternative as part of our dedication to expand our services and also develop electronic styles based on our individuals' requirements.
The push to browse the web
All was going as prepared up until the pandemic hit. Virtually immediately, our coworkers in the call centres can no more respond to the phones and process applications. The division was working to obtain individuals established to work from home, yet a great deal of associates were redeployed to service other services. So, our supervisors decided to make our digital solution 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 as well as make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day going through the system within a couple of 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 rise 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 comments from customers to advance the solution-- as we opened it up even more this responses ended up being a lot more crucial. There was a clear need for a few adjustments such as 24/7 availability. The solution was initially created to only be offered when the heritage backend system was available, between 8am to 8pm during the week, as well as not on weekend breaks.
We had a great deal of feedback asking why it was not readily available after 8pm, so we constructed our own backend to keep the application information temporarily, up until the heritage system appeared. Around 20% of customers now complete their applications because 'offline' period, which reveals the benefits of reacting truly swiftly and also taking user feedback on board.
An additional piece of comments we got from customers related to them wishing to validate receipt of their application. family law solicitors So, as part of our routine models, we supplied a feature that allows customers to sign up for an e-mail confirmation that their application has actually been gotten making use of the Gov.Notify system. Around 99% of on-line customers have actually chosen to use this facility, which simply demonstrates how helpful it has actually been as reassurance for individuals obtaining Kid Maintenance.
The hard work repays
Throughout the summer season and right into fall, the group functioned frequently to present brand-new features, with modifications released on a virtually weekly basis. It was a ruthless pace and also was testing at times-- for example for those people home schooling our kids. Having a common goal of helping to obtain money to family members that need it was an actually inspiring factor throughout these times.
That hard work meant that we were able to take the item through a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was a really honored minute for all of us associated with the job. We were also lately identified with a group honor at an inner awards ceremony, which was a nice means to celebrate the way we've worked together.
So far, over 59,000 individuals have utilized the digital solution to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that need it, however the number of online applications continues to expand.
This isn't completion of the digital journey for this solution either. We're now progressing a new roadmap for more improvement of the end-to-end solution, as well as we'll remain to listen to customer requirements, and also make modifications and improvements to make it as very easy as feasible for individuals to get and manage their Child Upkeep plans.
It's absolutely been a challenging year for everyone, however I'm glad that I'll have the ability to recall at when our team rose to the obstacle and delivered for people when they required us most.