Before the COVID-19 pandemic, I was functioning as part of a group to develop a brand new digital service for separated parents to apply for assistance organizing Youngster Maintenance. We 'd introduced an exclusive beta of the digital solution in December 2019, and were functioning towards introducing more customers on a steady basis.
Before this, the only method to look for aid setting up Child Upkeep had been a completely telephone-based solution. Nonetheless, as a department we understood that we needed to provide a digital option as part of our commitment to broaden our solutions and develop electronic layouts based upon our users' needs.
The push to go on the internet
All was going as planned until the pandemic hit. Practically instantly, our associates in the contact centres could no more respond to the phones as well as process applications. The department was working to get individuals set up to work from home, yet a great deal of associates 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 group needed to scoot to protect the service and also make it offered to all applicants. The strategy had actually been to ramp up to around 100 applications a day undergoing the system within a couple of months, 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.
Creating a 24/7 solution
At the private beta phase we were using comments from users to advance the solution-- as we opened it up additionally this responses ended up being a lot more important. There was a clear need for a couple of adjustments such as 24/7 accessibility. The service was originally created to just be available when the heritage backend system was available, between 8am to 8pm throughout the week, and also not on weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed 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 reveals the advantages of reacting really rapidly as well as taking customer feedback on board.
Another piece of comments we obtained from customers related to them wanting to verify receipt of their application. So, as part of our routine models, we supplied an attribute that allows users to sign up for an email confirmation that their application has been received using the Gov.Notify system. Around 99% of on the internet customers have picked to utilize this center, which simply demonstrates 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 also right into fall, the group worked continuously to introduce new attributes, with adjustments released on a nearly regular basis. It was a relentless pace and also was testing sometimes-- for instance for those of us home education our youngsters. Having a common objective helpful to obtain cash to families that need it was an actually encouraging variable 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 family law solicitors project. We were also lately identified with a team honor at an interior honors ceremony, which was a wonderful method to celebrate the method we've interacted.
Thus far, over 59,000 individuals have used the digital solution to request Youngster Upkeep, which is around 80% of all applicants. The telephony solution is still there for those that require it, however the variety of online applications continues to grow.
This isn't completion of the digital trip for this solution either. We're now proceeding a new roadmap for additional transformation of the end-to-end service, and also we'll continue to listen to customer needs, as well as make modifications as well as renovations to make it as easy as possible for individuals to request as well as handle their Child Maintenance plans.
It's absolutely been a difficult year for all of us, but I'm glad 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.