Before the COVID-19 pandemic, I was working as part of a team to produce a brand-new electronic service for separated moms and dads to apply for assistance organizing Child Maintenance. We 'd released a private beta of the digital service in December 2019, as well as were functioning towards presenting even more customers on a gradual basis.
Previous to this, the only way to look for aid arranging Child Maintenance had actually been an entirely telephone-based solution. Nonetheless, as a division we knew that we had to offer a digital alternative as part of our dedication to broaden our services and develop digital designs based upon our customers' requirements.
The push to browse the web
All was going as planned till the pandemic hit. Virtually instantly, our coworkers in the contact centres can no longer address the phones and also process applications. The division was working to obtain individuals established to work from residence, but a great deal of colleagues were redeployed to service other solutions. So, our supervisors made the decision to make our electronic service the major technique of application from that factor onwards, and also for the near future.
The group needed to scoot to protect the solution and also 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, and now we needed to reach this phase in an issue of days. The group strove to stabilise the service so it could deal with the boost in individuals, all while getting used to functioning from residence themselves.
Developing 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 comments ended up being much more crucial. There was a clear requirement for a few changes such as 24/7 schedule. The solution was originally created to only be available when the heritage backend system was offered, between 8am to 8pm throughout the week, as well as out weekends.
We had a lot of comments asking why it was not available after 8pm, so we constructed our own backend to save the application data momentarily, up until the legacy system appeared. Around 20% of users currently finish their applications in that 'offline' amount of time, which shows the benefits of responding really swiftly and taking individual responses on board.
One more item of feedback we got from customers related to them wishing to verify invoice of their application. So, as part of our normal versions, we supplied a feature that allows individuals to enroll in an e-mail verification that their application has actually been received using the Gov.Notify system. Around 99% of online users have chosen to use this facility, which just demonstrates how useful it has been as reassurance for individuals requesting Child Upkeep.
The effort settles
Throughout the summertime and right into fall, the team worked continuously to present brand-new functions, with changes released on a virtually regular basis. It was a ruthless speed and also was testing at times-- for example for those people home schooling our kids. Having a shared objective helpful to get cash to households that require it was a truly encouraging aspect throughout these times.
That hard work suggested that we were able to take the item through a Federal government Digital Solution (GDS) public beta evaluation in winter. It passed with flying colours, which was a truly proud moment for everyone associated with the job. We were also lately identified with a group award at an inner honors ceremony, which was a good way to celebrate the way we have actually collaborated.
Until now, over 59,000 people have actually made use of the electronic solution to apply for Child Upkeep, which is around 80% of all candidates. The telephone systems solution is still there for those that require it, however the number of online applications continues to expand.
This isn't completion of the digital journey for this solution either. We're currently advancing a new roadmap for further transformation of the end-to-end solution, and also we'll continue to listen to customer demands, as well as make amendments and also enhancements to make it as simple as feasible for people to family lawyer get as well as handle their Child Upkeep plans.
It's absolutely been a challenging year for everybody, but I'm glad that I'll have the ability to look back at when our group rose to the obstacle as well as supplied for people when they required us most.