Prior to the COVID-19 pandemic, I was working as part of a group to produce an all new electronic service for apart parents to look for help arranging Kid Maintenance. We 'd released a personal beta of the digital solution in December 2019, as well as were functioning towards introducing more users on a steady basis.
Previous to this, the only means to look for assistance arranging Kid Maintenance had actually been a completely telephone-based solution. However, as a department we understood that we had to supply an electronic choice as part of our dedication to expand our services as well as develop digital styles based upon our users' requirements.
The press to go online
All was going as prepared till the pandemic hit. Almost instantly, our coworkers in the contact centres might no more address the phones and process applications. The department was working to get people set up to function from residence, yet a great deal of colleagues were redeployed to deal with other services. So, our directors made the decision to make our digital service the primary technique of application from that point onwards, as well as for the near future.
The team had to move fast to secure the service and make it 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 had to get to this stage in an issue of days. The group worked hard to stabilise the service so it can manage the rise in individuals, all while adapting to working from home themselves.
Developing a 24/7 solution
At the personal beta stage we were making use of feedback from users to proceed the service-- as we opened it up better this comments ended up being much more essential. There was a clear demand for a few adjustments such as 24/7 schedule. The solution was originally developed to just be readily available when the legacy backend system was offered, in between 8am to 8pm during the week, and also not on weekends.
We had a lot of responses asking why it was not offered after 8pm, so we built our very own backend to store the application data temporarily, up until the heritage system became available. Around 20% of customers now finish their applications because 'offline' time period, which reveals the advantages of reacting truly quickly as well as taking customer feedback on board.
An additional item of feedback we got from customers related to them wishing to validate receipt of their application. So, as part of our routine versions, we supplied a feature that allows customers to sign up for an e-mail confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on-line customers have actually chosen to use this facility, which just shows how helpful it has been as peace of mind for people obtaining Kid Upkeep.
The hard work settles
Throughout the summertime as well as into autumn, the team functioned constantly to present brand-new attributes, with modifications deployed on a nearly regular basis. It was a ruthless pace and was testing sometimes-- for instance for those of us home education our youngsters. Having a common goal of helping to obtain money to families that require it was an actually inspiring element throughout these times.
That hard work suggested that we were able to take the item through a Government Digital Service (GDS) public beta evaluation in wintertime. It passed with flying colours, which was an actually happy moment for everyone associated with the job. We were also recently recognised with a group award at an inner awards event, which was a nice means to commemorate the method we have actually collaborated.
Thus far, over 59,000 people have used the electronic solution to request Youngster Maintenance, which is around 80% of all applicants. The telephone systems service is still there for those that need it, yet the number child maintenance of online applications continues to expand.
This isn't completion of the digital journey for this solution either. We're currently progressing a new roadmap for more transformation of the end-to-end service, as well as we'll remain to pay attention to user requirements, and also make modifications and enhancements to make it as simple as feasible for individuals to request as well as handle their Youngster Upkeep setups.
It's certainly been a challenging year for everyone, however I'm glad that I'll have the ability to recall at when our group rose to the difficulty and also supplied for individuals when they required us most.