Before the COVID-19 pandemic, I was working as part of a team to develop a new digital solution for separated parents to request help preparing Kid Upkeep. We would certainly released an exclusive beta of the electronic service in December 2019, as well as were functioning in the direction of presenting more individuals on a gradual basis.
Before this, the only means to make an application for aid arranging Child Maintenance had been an entirely telephone-based solution. However, as a department we knew that we had to supply an electronic alternative as part of our dedication to increase our solutions and create digital designs based on our users' requirements.
The press to browse the web
All was going as planned up until the pandemic hit. Practically instantaneously, our colleagues in the call centres could no longer address the phones and also procedure applications. The department was functioning to get people set up to function from residence, yet a great deal of associates were redeployed to work on other services. So, our supervisors decided to make our digital solution the major technique of application from that point onwards, as well as for the foreseeable future.
The team had to move fast to safeguard the solution and also make it offered to all applicants. The plan had been to ramp up to around 100 applications a day going through the system within a few months, today we needed to get to this phase in an issue of days. The team strove to stabilise the solution so it could handle the boost in customers, all while adjusting to functioning from house themselves.
Developing a 24/7 solution
At the exclusive beta phase we were utilizing feedback from users to proceed the service-- as we opened it up further this responses became even more vital. There was a clear need for a few modifications such as 24/7 accessibility. The service was initially created to only be available when the heritage backend system was available, in between 8am to 8pm during the week, and out weekends.
We had a great deal of responses asking why it was not offered after 8pm, so we built our own backend to save the application data temporarily, till the tradition system appeared. Around 20% of customers now finish their applications in that 'offline' amount of time, which reveals the benefits of responding truly quickly and also taking user responses on board.
An additional item of feedback we received from customers connected to them wishing to verify invoice of their application. So, as part of our routine versions, we supplied a function that permits individuals to register for an e-mail confirmation that their application has been gotten family solicitors using the Gov.Notify system. Around 99% of on the internet individuals have chosen to utilize this facility, which just demonstrates how beneficial it has been as reassurance for people looking for Child Upkeep.
The effort repays
Throughout the summertime and also into fall, the group worked regularly to present brand-new functions, with changes deployed on a virtually regular basis. It was an unrelenting speed as well as was testing at times-- for instance for those of us home schooling our kids. Having a shared goal of helping to obtain cash to family members that need it was a truly encouraging aspect during these times.
That hard work indicated that we had the ability to take the product via a Federal government Digital Solution (GDS) public beta evaluation in wintertime. It passed with flying colours, which was an actually proud minute for everybody associated with the project. We were additionally just recently acknowledged with a group honor at an inner honors ceremony, which was a wonderful means to commemorate the means we have actually collaborated.
Up until now, over 59,000 individuals have used the digital service to request Kid Maintenance, which is around 80% of all candidates. The telephone systems solution is still there for those that need it, but the number of online applications remains to grow.
This isn't completion of the electronic journey for this solution either. We're now progressing a new roadmap for more makeover of the end-to-end service, as well as we'll remain to listen to user needs, as well as make amendments as well as enhancements to make it as easy as feasible for people to request and also handle their Kid Upkeep arrangements.
It's definitely been a tough year for all of us, however I rejoice that I'll be able to recall at when our team rose to the challenge as well as supplied for people when they needed us most.