Prior to the COVID-19 pandemic, I was functioning as part of a group to produce a brand-new digital service for apart parents to apply for assistance setting up Kid Upkeep. We would certainly introduced a private beta of the electronic service in December 2019, and also were working towards presenting even more users on a progressive basis.
Previous to this, the only means to make an application for aid preparing Youngster Upkeep had actually been a completely telephone-based service. 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 go online
All was going as intended till the pandemic hit. Nearly instantly, our coworkers in the call centres might no longer answer the phones and procedure applications. The division was working to obtain individuals set up to work from residence, however a lot of colleagues were redeployed to work with various other services. So, our supervisors decided to make our digital solution the primary method of application from that factor onwards, as well as for the foreseeable future.
The group needed to move fast to safeguard the service as well as make it available to all candidates. The strategy had been to increase to around 100 applications a day experiencing the system within a few months, today we had to reach this phase in a matter of days. The group worked hard to secure the service so it might deal with the rise in customers, all while adapting to working from home themselves.
Developing a 24/7 service
At the private beta phase we were making use of feedback from customers to advance the solution-- as we opened it up even more this feedback came to be a lot more essential. There was a clear demand for a couple of modifications such as 24/7 availability. The service was originally designed to only be available when the heritage backend system was offered, in between 8am to 8pm during the week, and not on weekend breaks.
We had a lot of feedback asking why it was not available after 8pm, so we developed our very own backend to store the application data momentarily, until the legacy system became available. Around 20% of users now finish their applications because 'offline' amount of time, which shows the benefits of reacting truly promptly and also taking individual comments on board.
Another item of feedback we received from individuals connected to them intending to confirm receipt of their application. So, as part of our regular iterations, we provided a function that enables customers to enroll in an e-mail verification that their application has actually been gotten making use of the Gov.Notify system. Around 99% of online users have chosen to use this facility, which just shows how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The hard work pays off
Throughout the summer as well as right into fall, the group worked continuously to introduce brand-new functions, with modifications deployed on a practically weekly basis. It was a relentless rate and also was testing at times-- for example for those people home education our children. Having a shared goal helpful to obtain cash to households that need it was a truly encouraging aspect during these times.
That effort indicated that we had the ability to take the item via a Government Digital Solution (GDS) public beta assessment in winter months. It passed with flying colours, which was an family law solicitors actually proud minute for everybody involved in the project. We were also recently acknowledged with a team honor at an interior awards event, which was a nice means to commemorate the method we have actually collaborated.
Up until now, over 59,000 individuals have used the electronic solution to request Child Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the variety of online applications continues to expand.
This isn't completion of the digital trip for this service either. We're now progressing a brand-new roadmap for additional change of the end-to-end service, and also we'll remain to listen to individual needs, as well as make amendments as well as renovations to make it as easy as possible for individuals to make an application for and also manage their Kid Upkeep arrangements.
It's certainly been a tough year for everyone, but I'm glad that I'll have the ability to recall at when our group rose to the challenge as well as supplied for individuals when they needed us most.