Prior to the COVID-19 pandemic, I was working as part of a team to develop an all new digital solution for separated parents to get assistance preparing Child Upkeep. We would certainly released a private beta of the digital service in December 2019, and were working towards introducing more users on a gradual basis.
Previous to this, the only means to make an application for assistance setting up Kid Maintenance had been a completely telephone-based service. However, as a division we understood that we needed to supply an electronic choice as part of our commitment to expand our solutions as well as produce digital designs based upon our individuals' requirements.
The push to go online
All was going as intended till the pandemic hit. Nearly instantaneously, our associates in the contact centres could no more respond to the phones and procedure applications. The department was functioning to obtain people established to work from residence, however a lot of coworkers were redeployed to service other solutions. So, our directors decided to make our digital solution the main approach of application from that point onwards, and also for the near future.
The group had to scoot to secure the solution and make it readily available to all applicants. The strategy had been to increase to around 100 applications a day going through the system within a couple of months, but now we needed to reach this stage in an issue of days. The group worked hard to secure the solution so it might manage the increase in customers, all while adjusting to working from residence themselves.
Creating a 24/7 service
At the exclusive beta stage we were utilizing responses from users to progress the solution-- as we opened it up better this feedback ended up being a lot more important. There was a clear requirement for a couple of adjustments such as 24/7 schedule. The service was initially created to just be readily available when the legacy backend system was available, between 8am to 8pm during the week, as well as out weekend breaks.
We had a great deal of responses asking why it was not readily available after 8pm, so we built our own backend to store the application data temporarily, until the legacy system became available. Around 20% of users now complete their applications in that 'offline' time period, which shows the advantages of responding actually promptly and also taking customer responses aboard.
One more piece of comments we received from users related to them wanting to validate invoice of their application. So, as part of our routine versions, we delivered a feature that allows users to sign up for an e-mail confirmation that their application has been obtained making use of the Gov.Notify system. Around 99% of on the internet individuals have picked to use this facility, which simply shows how useful it has actually been as peace of mind for people getting Kid Upkeep.
The effort pays off
Throughout the summer season as well as right into autumn, the group worked constantly to present new attributes, with modifications released on a nearly weekly basis. It was a ruthless pace as well as was challenging sometimes-- for example for those of us home education our children. Having a common goal of helping to obtain money to households that require it was a truly encouraging element throughout these times.
That effort implied that we had the ability to take the product with a Federal government Digital Solution (GDS) public beta evaluation in winter months. It passed with flying colours, which was a really pleased minute for all of us involved in the job. We were additionally recently identified with a group honor at an internal awards ceremony, which was a great means to celebrate the way family solicitors we've collaborated.
Until now, over 59,000 individuals have used the digital service to look for Youngster Maintenance, which is around 80% of all applicants. The telephony service is still there for those that need it, but the number of online applications continues to grow.
This isn't the end of the digital trip for this solution either. We're currently proceeding a brand-new roadmap for more makeover of the end-to-end solution, and also we'll remain to pay attention to individual requirements, as well as make changes and improvements to make it as easy as feasible for individuals to look for and also handle their Kid Maintenance arrangements.
It's absolutely been a tough year for everybody, however I'm glad that I'll be able to recall at when our team rose to the challenge and also supplied for people when they needed us most.