Before the COVID-19 pandemic, I was functioning as part of a team to produce a brand-new digital solution for apart moms and dads to get aid preparing Youngster Upkeep. We would certainly released an exclusive beta of the digital solution in December 2019, and were functioning towards presenting even more individuals on a steady basis.
Before this, the only means to get assistance organizing Child Upkeep had been a totally telephone-based service. However, as a department we knew that we needed to give an electronic option as part of our commitment to increase our services as well as produce electronic layouts based on our users' requirements.
The push to go online
All was going as prepared till the pandemic hit. Nearly instantaneously, our associates in the contact centres can no longer address the phones as well as procedure applications. The division was functioning to get people set up to work from residence, but a lot of associates were redeployed to work with various other solutions. So, our supervisors decided to make our electronic solution the main method of application from that point onwards, and for the direct future.
The group needed to move fast to secure the service as well as make it readily available to all candidates. The strategy had actually been to increase to around 100 applications a day undergoing the system within a few months, now we had to reach this phase in an issue of days. The team worked hard to stabilise the solution so it might handle the boost in individuals, all while adjusting to working from residence themselves.
Developing a 24/7 service
At the private beta phase we were making use of comments from users to proceed the solution-- as we opened it up even more this comments ended up being a lot more important. There was a clear demand for a couple of adjustments such as 24/7 schedule. The service was originally created to only be offered when the legacy backend system was readily available, family lawyer in between 8am to 8pm throughout the week, as well as out weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we developed our own backend to keep the application information temporarily, up until the heritage system became available. Around 20% of customers currently complete their applications because 'offline' period, which reveals the advantages of reacting truly quickly as well as taking customer feedback aboard.
An additional piece of comments we obtained from users connected to them wanting to confirm receipt of their application. So, as part of our normal iterations, we delivered a function that permits customers to enroll in an e-mail confirmation that their application has been gotten making use of the Gov.Notify system. Around 99% of online individuals have chosen to use this facility, which simply shows how valuable it has been as confidence for people requesting Youngster Maintenance.
The hard work repays
Throughout the summer and right into fall, the group worked frequently to present new functions, with adjustments deployed on a virtually weekly basis. It was a relentless pace and was challenging sometimes-- for instance for those of us home schooling our kids. Having a shared goal of helping to obtain money to households that need it was a really motivating element during these times.
That hard work implied that we were able to take the item through a Federal government Digital Service (GDS) public beta assessment in winter season. It passed with flying colours, which was a really proud moment for all of us associated with the job. We were also lately identified with a team honor at an interior honors ceremony, which was a nice means to commemorate the means we've interacted.
Thus far, over 59,000 individuals have utilized the electronic service to get Child Maintenance, which is around 80% of all applicants. The telephone systems solution is still there for those that require it, but the number of online applications remains to grow.
This isn't the end of the electronic trip for this service either. We're now progressing a brand-new roadmap for further change of the end-to-end service, as well as we'll continue to listen to individual requirements, as well as make amendments and also renovations to make it as very easy as possible for individuals to obtain as well as manage their Child Upkeep setups.
It's definitely been a challenging year for everyone, but I rejoice that I'll have the ability to recall at when our team rose to the obstacle and also delivered for people when they needed us most.