Before the COVID-19 pandemic, I was working as part of a group to develop a new electronic solution for apart moms and dads to look for help organizing Kid Upkeep. We would certainly released a private beta of the digital service in December 2019, and were working towards introducing more users on a progressive basis.
Previous to this, the only method to get aid preparing Child Upkeep had actually been an entirely telephone-based solution. Nonetheless, as a division we understood that we had to supply a digital choice as part of our commitment to expand our services and also develop electronic styles based on our users' needs.
The press to go on the internet
All was going as intended till the pandemic hit. Nearly promptly, our associates in the call centres can no more respond to the phones and procedure applications. The division was working to get individuals set up to work from residence, however a lot of colleagues were redeployed to work with various other services. So, our supervisors decided to make our digital solution the primary method of application from that factor onwards, as well as for the foreseeable future.
The group had to move fast to safeguard the service and also make it offered to all applicants. The strategy had been to increase to around 100 applications a day undergoing the system within a few months, today we had to reach this stage in an issue of days. The team strove to stabilise the solution so it might cope with the boost in users, all while getting used to working from residence themselves.
Creating a 24/7 solution
At the private beta phase we were using responses from users to advance the service-- as we opened it up additionally this feedback ended up being a lot more crucial. There was a clear demand for a few adjustments such as 24/7 availability. The service was originally developed to just be available when the tradition backend system was readily available, between 8am to 8pm during the week, as family law solicitors well as not on weekends.
We had a great deal of responses asking why it was not offered after 8pm, so we constructed our very own backend to store the application data momentarily, till the legacy system became available. Around 20% of individuals currently complete their applications in that 'offline' period, which reveals the advantages of responding really rapidly as well as taking customer responses on board.
Another piece of comments we obtained from customers connected to them wanting to confirm receipt of their application. So, as part of our routine versions, we provided an attribute that permits customers to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of online users have chosen to use this facility, which simply demonstrates how valuable it has actually been as confidence for individuals obtaining Kid Maintenance.
The hard work pays off
Throughout the summer and right into fall, the group worked continuously to introduce new attributes, with adjustments released on a nearly regular basis. It was a relentless pace and also was testing at times-- for example for those of us home education our kids. Having a shared goal helpful to get money to family members that require it was a truly motivating variable throughout these times.
That hard work meant that we had the ability to take the product via a Government Digital Solution (GDS) public beta analysis in winter season. It passed with flying colours, which was a really honored moment for all of us associated with the task. We were also lately identified with a group award at an internal honors ceremony, which was a wonderful means to celebrate the way we've worked together.
So far, over 59,000 people have actually made use of the digital solution to get Child Upkeep, which is around 80% of all applicants. The telephone service 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 improvement of the end-to-end service, as well as we'll remain to listen to individual demands, and make changes and also improvements to make it as simple as feasible for people to get and manage their Kid Upkeep arrangements.
It's definitely been a difficult year for everybody, but I'm glad that I'll have the ability to recall at when our group rose to the challenge as well as supplied for individuals when they needed us most.