Prior to the COVID-19 pandemic, I was functioning as part of a team to develop a new electronic solution for apart parents to apply for help setting up Youngster Upkeep. We would certainly launched a private 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 arranging Child Maintenance had actually been a completely telephone-based solution. However, as a department we knew that we needed to give an electronic alternative as part of our dedication to increase our solutions as well as produce digital designs based upon our customers' demands.
The press to browse the web
All was going as prepared up until the pandemic hit. Practically instantaneously, our associates in the get in touch with centres could no longer address the phones as well as process applications. The department was functioning to obtain individuals set up to work from residence, however a lot of colleagues were redeployed to work on various other services. So, our directors 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 and make it offered 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, now we needed to get to this phase in a matter of days. The team strove to stabilise the solution so it can cope with the boost in users, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the personal beta phase we were using responses from users to proceed the service-- as we opened it up additionally this feedback came to be even more crucial. There was a clear need for a few adjustments such as 24/7 availability. The solution was originally developed to just be available when the tradition backend system was readily available, between 8am to 8pm throughout the week, and also not on weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we developed our very own backend to store the application data momentarily, till the legacy system became available. Around family law solicitors 20% of customers currently complete their applications in that 'offline' period, which reveals the advantages of responding really rapidly as well as taking customer responses on board.
Another piece of comments we obtained from customers related to them wanting to verify receipt of their application. So, as part of our routine models, we supplied an attribute that permits users to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of on the internet individuals have selected to use this facility, which just shows how helpful it has been as reassurance for people looking for Youngster Upkeep.
The effort settles
Throughout the summertime as well as into autumn, the group 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 objective helpful to get money to family members that require it was a truly motivating factor throughout these times.
That hard work implied that we had the ability 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 honored 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 celebrate the means we've interacted.
Thus far, over 59,000 people have actually used the electronic service to apply for Kid 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 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 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, yet I'm glad that I'll be able to recall at when our group rose to the challenge as well as supplied for individuals when they needed us most.