Before the COVID-19 pandemic, I was working as part of a team to develop a new digital solution for apart moms and dads to get aid arranging Kid Maintenance. We would certainly released an exclusive beta of the digital service in December 2019, and were working in the direction of introducing even more individuals on a progressive basis.
Before this, the only means to make an application for assistance setting up Youngster Upkeep had been an entirely telephone-based solution. Nonetheless, as a division we understood that we needed to supply an electronic choice as part of our commitment to broaden our services and create digital designs based upon our customers' demands.
The press to go on the internet
All was going as prepared up until the pandemic hit. Practically promptly, our coworkers in the call centres might no longer answer the phones and also procedure applications. The department was working to obtain individuals set up to work from residence, yet a lot of colleagues were redeployed to work on various other services. So, our directors decided to make our digital service the major technique of application from that point onwards, and also for the near future.
The team needed to scoot to secure the solution as well as make it available to all applicants. The strategy had been to ramp up to around 100 applications a day experiencing the system within a few months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the solution so it could manage the boost in customers, all while adapting to working from house themselves.
Creating a 24/7 solution
At the private beta phase we were using responses from users to proceed the service-- as we opened it up additionally this feedback came to be even more crucial. There was a clear need for a couple of changes such as 24/7 accessibility. The solution was initially created to only be offered when the heritage backend system was available, in between 8am to 8pm throughout the week, as well as out weekend breaks.
We had a lot of comments asking why it was not readily available after 8pm, so we built our very own backend to save the application data briefly, up until the heritage system became available. Around 20% of individuals currently finish their applications in that 'offline' period, which reveals the advantages of responding really rapidly as well as taking customer feedback on board.
One more item of responses we obtained from users related to them wishing to verify invoice of their application. So, as part of our normal iterations, we delivered a feature that enables customers to enroll in an email confirmation that their application has been received making use of the Gov.Notify system. Around 99% of online users have chosen to use this facility, which just shows how helpful it has been as reassurance for people applying for Child Maintenance.
The effort repays
Throughout the summer season and also right into fall, the team worked continuously to introduce new features, with adjustments released on a virtually regular basis. It was a ruthless speed and was challenging sometimes-- as an example for those of us home schooling our children. Having a common objective of helping to get cash to households that need it was a really encouraging variable throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Solution (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody associated with the project. We were additionally lately identified with a group honor at an internal honors ceremony, which was a wonderful method to celebrate the means we've interacted.
Thus far, over 59,000 people have actually used the electronic service to apply for Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that need it, however the number of online applications continues to expand.
This isn't the end of the electronic journey for this solution either. We're now advancing a new roadmap for more change of the end-to-end solution, and we'll remain to pay attention to individual needs, as well as make modifications and renovations to make it as easy as possible for individuals to obtain and manage their Kid Upkeep arrangements.
It's definitely been a tough year for all of us, however I rejoice that I'll be able to look back at when our team rose to family solicitors the obstacle and also delivered for people when they required us most.