Prior to the COVID-19 pandemic, I was working as part of a team to produce a brand new electronic solution for separated parents to apply for aid arranging Youngster Maintenance. We 'd released an exclusive beta of the digital service in December 2019, and also were working towards presenting more customers on a progressive basis.
Previous to this, the only means to get help arranging Kid Maintenance had been a completely telephone-based service. However, as a department we understood that we had to supply a digital choice as part of our dedication to expand our solutions and also create digital layouts based upon our individuals' needs.
The press to go on the internet
All was going as prepared till the pandemic hit. Practically instantaneously, our associates in the contact centres could no more respond to the phones and also procedure applications. The division was working to obtain people set up to work from home, yet a great deal of colleagues were redeployed to deal with other solutions. So, our supervisors made the decision to make our electronic service the primary method of application from that point onwards, and for the near future.
The group had to move fast to safeguard the service as well as make it offered to all applicants. The strategy had actually been to increase to around 100 applications a day going through the system within a couple of months, and now we needed to reach this stage in a matter of days. The team worked hard to secure the solution so it might handle the increase in customers, all while getting used to functioning from house themselves.
Producing a 24/7 solution
At the exclusive beta phase we were making use of responses from customers to proceed the solution-- as we opened it up additionally this feedback became even more vital. There was a clear need for a couple of adjustments such as 24/7 accessibility. The service was originally made to just be available when the legacy backend system was available, in between 8am to 8pm throughout the week, and not on weekends.
We had a lot of responses asking why it was not available after 8pm, so we developed our own backend to store the application information temporarily, up until the heritage system became available. Around 20% of users currently complete their applications because 'offline' period, which reveals the advantages of responding actually swiftly and taking customer comments aboard.
Another piece of comments we received from individuals associated with them wanting to confirm receipt of their application. So, as part of our normal iterations, we provided a feature that permits users to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on the internet individuals have actually chosen to use this center, which simply shows how beneficial it has actually been as confidence for individuals looking for Youngster Upkeep.
The effort pays off
Throughout the summer and also right into fall, the team functioned frequently to present brand-new functions, with adjustments deployed on a nearly regular basis. It was a relentless rate and also was challenging at times-- for instance for those of us home education our children. Having a common goal of helping to obtain cash to households that require it was a truly encouraging aspect throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Service (GDS) public beta analysis in winter months. It passed with flying colours, which was a really honored moment for everyone associated with the task. We were also recently identified with a team award at an interior awards ceremony, which was a wonderful way to family law solicitors celebrate the method we have actually collaborated.
So far, over 59,000 people have actually made use of the digital solution to look for Child Maintenance, which is around 80% of all applicants. The telephone systems solution is still there for those that require it, yet the variety of online applications remains to grow.
This isn't the end of the digital trip for this service either. We're currently advancing a brand-new roadmap for additional transformation of the end-to-end service, and we'll continue to listen to customer demands, and also make amendments and renovations to make it as easy as feasible for people to get and handle their Youngster Upkeep arrangements.
It's absolutely been a challenging year for all of us, yet I'm glad that I'll be able to recall at when our team rose to the challenge and delivered for individuals when they needed us most.