Prior to the COVID-19 pandemic, I was working as part of a group to develop a brand-new electronic solution for separated parents to request assistance preparing Youngster Maintenance. We 'd introduced a personal beta of the electronic solution in December 2019, and also were functioning in the direction of presenting even more customers on a steady basis.
Before this, the only way to make an application for assistance setting up Kid Maintenance had been a totally telephone-based service. Nevertheless, as a department we knew that we had to offer a digital alternative as part of our commitment 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 intended up until the pandemic hit. Practically quickly, our associates in the get in touch with centres might no longer address the phones and also process applications. The department was working to obtain people set up to work from residence, however 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 move fast to safeguard the solution as well as make it offered to all candidates. The plan had been to increase to around 100 applications a day going through the system within a couple of months, and now we had to reach this stage in an issue of days. The team strove to stabilise 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 stage we were using comments from customers to advance the solution-- as we opened it up even more this responses ended up being a lot more essential. There was a clear demand for a few modifications such as 24/7 availability. The service was originally made to only be readily available when the legacy backend system was offered, in between 8am to 8pm during the week, as well as out weekend breaks.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 own backend to keep the application information temporarily, up until the heritage system appeared. Around 20% of users now finish their applications because 'offline' amount of time, which shows the benefits of reacting truly promptly and taking user comments aboard.
An additional item of responses we received from users associated with them intending to validate invoice of their application. So, as part of our normal iterations, we delivered a feature that enables individuals to register for an email verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on the internet customers have actually picked to utilize this center, which simply shows how beneficial it has actually been as peace of mind for people making an application for Kid Maintenance.
The hard work pays off
Throughout the summer and right into fall, the group worked regularly to introduce new features, with adjustments released on a nearly regular basis. It was a ruthless pace and was testing sometimes-- for instance for those of us home education our youngsters. Having a common goal helpful to obtain money 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 with a Federal government Digital Service (GDS) public beta assessment in winter. 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 means to commemorate the way we have actually worked together.
Until now, over 59,000 people have actually family solicitors utilized the electronic service to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that need it, however the variety of online applications continues to expand.
This isn't the end of the electronic trip for this service either. We're currently progressing a brand-new roadmap for further improvement of the end-to-end solution, and we'll remain to pay attention 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 tough year for everybody, but I rejoice that I'll have the ability to recall at when our team rose to the difficulty as well as supplied for people when they needed us most.