Prior to the COVID-19 pandemic, I was working as part of a group to create a new electronic service for separated parents to request assistance setting up Youngster Upkeep. We would certainly launched an exclusive beta of the electronic service in December 2019, as well as were working towards presenting more customers on a progressive basis.
Before this, the only means to make an application for assistance setting up Kid Upkeep had been a totally telephone-based service. However, as a division we knew that we had to provide a digital option as part of our dedication to increase our solutions as well as produce digital designs based on our customers' demands.
The press to go on the internet
All was going as prepared up until the pandemic hit. Practically instantaneously, our associates in the get in touch with centres could no more address the phones as well as process applications. The department was functioning to get people established to function from house, but a great deal of associates were redeployed to deal with other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and for the direct future.
The team needed to move fast to safeguard the service and make it readily available to all applicants. The strategy had actually been to ramp up to around 100 applications a day experiencing the system within a few months, but now we needed to reach this stage in a matter of days. The team worked hard to stabilise the service so it could handle the boost in customers, all while adjusting to working from residence themselves.
Producing a 24/7 service
At the exclusive beta phase we were using comments from customers to advance the service-- as we opened it up even more this comments came to be even more vital. There was a clear requirement for a few modifications such as 24/7 accessibility. The service was originally developed to just be available when the tradition backend system was readily available, between 8am to 8pm during the week, and also not on weekends.
We had a great deal of responses asking why it was not offered after 8pm, so we built our very own backend to store the application data momentarily, till the legacy system became available. Around 20% of customers currently complete their applications in that 'offline' period, which shows the benefits of responding actually quickly and also taking user feedback on board.
One more item of responses we obtained from users connected to them intending to confirm receipt of their application. So, as part of our regular versions, we provided a function that permits customers to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of online users have chosen to use this center, which simply demonstrates how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The effort settles
Throughout the summertime as well as into autumn, the group functioned frequently to present new functions, with changes deployed on an almost once a week basis. It was an unrelenting speed as well as was challenging at times-- as an example for those people home schooling our children. Having a common objective of helping to get cash child maintenance to households that need it was a really encouraging aspect during these times.
That hard work suggested that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was an actually happy moment for everybody involved in the task. We were likewise recently acknowledged with a group award at an inner awards event, which was a good method to commemorate the method we've interacted.
Up until now, over 59,000 individuals have made use of the digital solution to get Child Upkeep, which is around 80% of all applicants. The telephone systems 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 now advancing a brand-new roadmap for additional makeover of the end-to-end service, as well as we'll remain to listen to customer needs, as well as make modifications and enhancements to make it as very easy as possible for individuals to request as well as handle their Child 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 challenge as well as provided for individuals when they required us most.