Prior to the COVID-19 pandemic, I was working as part of a group to develop a brand-new electronic service for separated moms and dads to request aid preparing Kid Maintenance. We 'd launched a private beta of the digital service in December 2019, and also were functioning in the direction of presenting even more users on a steady basis.
Previous to this, the only method to look for aid organizing Kid Maintenance had actually been a totally telephone-based service. Nevertheless, as a department we knew that we needed to give a digital alternative as part of our commitment to increase our services and create electronic styles based on our users' demands.
The push to go on the internet
All was going as intended till the pandemic hit. Nearly immediately, our coworkers in the get in touch with centres might no more answer the phones as well as procedure applications. The division was working to get people set up to function from home, yet a lot of coworkers were redeployed to service other solutions. So, our directors made the decision to make our digital service the major technique of application from that point onwards, and for the foreseeable future.
The team needed to scoot to secure the service and make it available to all applicants. The strategy had actually been to increase to around 100 applications a day going through the system within a few months, now we needed to get to this phase in an issue of days. The team worked hard to secure the service so it might handle the increase in customers, all while adapting to working from home themselves.
Creating a 24/7 service
At the exclusive beta phase we were using comments from users to advance the solution-- as we opened it up further this feedback became a lot more essential. There was a clear need for a couple of changes such as 24/7 availability. The solution was originally created to just be available when the legacy backend system was available, between 8am to 8pm during the week, as well as not on weekends.
We had a lot of feedback asking why it was not available after 8pm, so we built our very own backend to store the application data briefly, up until the tradition system became available. Around 20% of users now complete their applications in that 'offline' period, which shows the benefits of reacting truly rapidly and taking customer feedback aboard.
One more item of responses we got from users related to them wishing to verify receipt of their application. So, as part of our regular versions, we delivered an attribute that allows individuals to sign up for an email confirmation that their application has actually been obtained using the Gov.Notify system. Around 99% of online individuals have actually selected to utilize this center, which just demonstrates how helpful it has actually been as peace of mind for people requesting Youngster Maintenance.
The effort pays off
Throughout the summer and also right into fall, the group worked frequently to present brand-new functions, with changes released on a nearly once a week basis. It was a ruthless pace and was testing at times-- for example for those people home schooling our kids. Having a shared goal helpful to obtain money to family members that need it was a really encouraging aspect during these times.
That hard work suggested that we were able to take the item through a Government Digital Service (GDS) public beta analysis in wintertime. It passed with flying colours, which was a really pleased moment for everyone associated with the project. We were likewise lately recognised with a team honor at an internal honors event, which was a nice method to commemorate the method we've interacted.
Up until now, over 59,000 individuals have actually used the digital service to make an application for Kid Maintenance, which is around 80% of all candidates. The telephone service is still there for those that need it, yet the number of online applications remains to expand.
This isn't the end of the electronic trip for this solution either. We're currently proceeding a brand-new roadmap for more transformation of the end-to-end service, and we'll continue to listen to user needs, child maintenance and make modifications and also renovations to make it as simple as possible for people to look for and also handle their Kid Maintenance arrangements.
It's certainly been a challenging year for everybody, however I'm glad that I'll be able to look back at when our group rose to the difficulty as well as provided for people when they required us most.