Before the COVID-19 pandemic, I was functioning as part of a team to produce a brand new digital service for separated moms and dads to make an application for assistance preparing Child Maintenance. We 'd introduced an exclusive beta of the digital service in December 2019, and were working towards introducing more individuals on a progressive basis.
Before this, the only means to apply for help organizing Kid Maintenance had been a completely telephone-based service. However, as a department we knew that we needed to provide an electronic alternative as part of our dedication to increase our solutions as well as produce digital designs based upon our customers' demands.
The press to go on the internet
All was going as intended up until the pandemic hit. Nearly instantaneously, our coworkers in the get in touch with centres might no longer answer the phones and also procedure applications. The department was working to obtain individuals set up to work from residence, however a lot of colleagues were redeployed to work with 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 candidates. The plan had actually 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 might cope with the boost in users, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the personal beta phase we were utilizing responses from users to proceed the service-- as we opened it up better this feedback came to be even more crucial. There was a clear need for a couple of adjustments such as 24/7 accessibility. The solution was initially created to just be offered when the heritage backend system was available, between 8am to 8pm throughout the week, and 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 became available. Around 20% of individuals currently finish their applications in that 'offline' time period, which shows the advantages of responding actually rapidly as well as taking customer responses aboard.
Another piece of comments we obtained from customers related to them wanting to verify receipt of their application. So, as part of our regular models, we provided a function that permits users to sign up for an email confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on the internet individuals have selected to utilize this center, which just demonstrates how helpful it has been as confidence for individuals applying for Child Maintenance.
The hard child maintenance work settles
Throughout the summer as well as into autumn, the group functioned frequently to introduce new features, with modifications released on a practically weekly basis. It was a ruthless speed as well as was challenging sometimes-- as an example for those people home schooling our children. Having a common objective of helping to get cash to family members that need it was a really motivating variable throughout these times.
That hard work meant that we had the ability to take the item through a Federal government Digital Solution (GDS) public beta evaluation in winter. It passed with flying colours, which was an actually honored moment for all of us associated with the job. We were also lately identified with a group award at an internal awards event, which was a good way to commemorate the way we have actually collaborated.
So far, over 59,000 individuals have utilized the digital solution to obtain Child Upkeep, which is around 80% of all applicants. The telephone systems solution 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 journey for this solution either. We're currently progressing a brand-new roadmap for additional improvement of the end-to-end service, and we'll continue to listen to customer requirements, and also make amendments as well as renovations to make it as simple as feasible for individuals to get 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 group rose to the obstacle and provided for individuals when they required us most.