Before the COVID-19 pandemic, I was working as part of a group to create a new electronic service for apart moms and dads to make an application for aid setting up Child Upkeep. We 'd introduced a private beta of the electronic solution in December 2019, as well as were functioning towards presenting more individuals on a steady basis.
Previous to this, the only means to make an application for aid organizing Youngster Maintenance had been an entirely telephone-based service. Nevertheless, as a division we knew that we had to supply an electronic option as part of our commitment to expand our services and develop electronic styles based upon our individuals' demands.
The press to go on the internet
All was going as planned up until the pandemic hit. Nearly instantly, our coworkers in the call centres could no more answer the phones and procedure applications. The division was working to get people established to work from house, yet a great deal of colleagues were redeployed to work on other services. So, our directors made the decision to make our digital service the main method of application from that point onwards, and for the foreseeable future.
The team had to move fast to secure the solution and also make it readily available to all candidates. The strategy had actually been to increase to around 100 applications a day experiencing the system within a couple of months, and now we needed to get to this stage in a matter of days. The team strove to secure the solution so it might deal with the increase in users, all while adjusting to working from residence themselves.
Developing a 24/7 solution
At the personal beta stage we were making use of responses from individuals to advance the service-- as we opened it up further this responses ended up being much more essential. There was a clear need for a couple of modifications such as 24/7 availability. The solution was at first developed to only be readily available when the tradition backend system was available, in between 8am to 8pm during the week, and out weekends.
We had a great deal of comments asking why it was not available after 8pm, so we constructed our own backend to save the application data momentarily, up until the legacy system appeared. Around 20% of users currently complete their applications because 'offline' time period, which reveals the benefits of responding really promptly and taking customer feedback aboard.
Another item of feedback we got from users associated with them intending to verify invoice of their application. So, as part of our regular versions, we delivered a function that permits users to register for an e-mail confirmation that their application has been obtained using the Gov.Notify system. Around 99% of on the internet customers have selected to utilize this center, which just shows how beneficial it has actually been as reassurance for people making an application for Youngster Upkeep.
The hard work pays off
Throughout the summertime and also right into autumn, the team worked regularly to present brand-new attributes, with changes deployed on a practically regular basis. It was an unrelenting rate and was challenging at times-- for example for those of us home schooling our children. Having a shared goal of helping to get money to families that need it was a really motivating element during these times.
That hard work implied that we were able to take the product through a Government Digital Solution (GDS) public beta analysis in winter. It passed with flying colours, which was an actually honored minute for everybody associated with the job. We were likewise recently recognised with a group honor at an interior awards ceremony, which was a nice means to commemorate the method we've worked together.
So far, over 59,000 individuals have actually utilized the digital solution to look for Youngster Maintenance, which is around 80% of all applicants. The telephone systems solution is still there for those that need it, yet 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 further makeover of the end-to-end service, and we'll remain to listen to customer requirements, and make modifications and renovations to make it as simple as possible for individuals to make an application for and also manage their Youngster Maintenance arrangements.
It's family solicitors definitely been a challenging year for everyone, but I rejoice that I'll be able to recall at when our team rose to the difficulty and provided for individuals when they needed us most.