Before the COVID-19 pandemic, I was working as part of a team to develop a new electronic solution for apart moms and dads to look for help organizing Youngster Upkeep. We would certainly introduced an exclusive beta of the electronic solution in December 2019, as well as were working in the direction of introducing more users on a gradual basis.
Before this, the only way to request aid setting up Child Maintenance had actually been an entirely telephone-based service. However, as a department we knew that we needed to give an electronic alternative as part of our commitment to expand our solutions as well as develop electronic layouts based upon our individuals' requirements.
The push to browse the web
All was going as prepared until the pandemic hit. Almost quickly, our associates in the contact centres can no more respond to the phones and process applications. The division was working to get individuals established to work from home, yet a lot of colleagues were redeployed to work on various other services. So, our supervisors decided to make our digital solution the primary method of application from that point onwards, and for the direct future.
The team had to scoot to protect the solution as well as make it available to all candidates. The plan had actually been to increase to around 100 applications a day going through the system within a couple of months, now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it could handle the increase in customers, all while adjusting to functioning from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were utilizing feedback from users to proceed the solution-- as we opened it up better this comments became a lot more essential. There was a clear demand for a few modifications such as 24/7 availability. The service was originally developed to just be readily available when the tradition backend system was readily available, between 8am to 8pm during the week, and also out weekends.
We had a lot of responses asking why it was not available after 8pm, so we developed our very own backend to save the application data briefly, up until the heritage system became available. Around 20% of individuals family law solicitors currently finish their applications because 'offline' time period, which shows the benefits of responding actually quickly and taking individual responses aboard.
Another piece of feedback we got 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 individuals 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-line customers have actually picked to utilize this center, which simply demonstrates how beneficial it has actually been as peace of mind for people requesting Child Maintenance.
The hard work repays
Throughout the summer season and also right into fall, the team functioned continuously to present new features, with modifications released on a practically once a week basis. It was a relentless speed and was challenging sometimes-- for example for those of us home education our children. Having a shared objective of helping to obtain money to family members that need it was an actually inspiring element during these times.
That hard work implied that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was a really honored moment for all of us associated with the job. We were also just recently recognised with a group award at an internal honors ceremony, which was a wonderful way to commemorate the way we have actually worked together.
Until now, over 59,000 people have actually utilized the digital service to obtain Child Upkeep, which is around 80% of all candidates. The telephone solution is still there for those that need it, yet the number of online applications remains to grow.
This isn't the end of the electronic journey for this solution either. We're currently advancing a brand-new roadmap for further makeover of the end-to-end service, as well as we'll remain to listen to individual needs, as well as make modifications and enhancements to make it as very easy as possible for people to apply for as well as manage their Youngster Maintenance plans.
It's absolutely been a challenging year for everyone, yet I'm glad that I'll be able to recall at when our group rose to the difficulty and also supplied for people when they needed us most.