Before the COVID-19 pandemic, I was working as part of a group to create an all new electronic service for separated parents to obtain aid organizing Kid Upkeep. We would certainly introduced a personal beta of the electronic solution in December 2019, as well as were working towards presenting even more individuals on a gradual basis.
Previous to this, the only means to request help organizing Child Upkeep had been a totally telephone-based service. Nonetheless, as a division we knew that we needed to supply a digital choice as part of our commitment to increase our services and also produce electronic designs based upon our users' requirements.
The press to go on the internet
All was going as planned up until the pandemic hit. Virtually promptly, our associates in the call centres can no longer respond to the phones and also procedure applications. The department was working to obtain individuals set up to work from house, but a lot of colleagues were redeployed to service other services. So, our directors decided to make our digital service the main method of application from that point onwards, and for the direct future.
The group had to move fast to secure the solution and also make it readily available to all candidates. The strategy had been to ramp up to around 100 applications a day experiencing the system within a couple of months, and now we had to get to this stage in a matter of days. The group strove to stabilise the service so it could cope with the increase in users, all while adapting to working from residence themselves.
Developing a 24/7 solution
At the personal beta phase we were utilizing feedback from customers to advance the solution-- as we opened it up even more this comments became much more vital. There was a clear need for a few adjustments such as 24/7 availability. The service was at first made to only be offered when the tradition backend system was readily available, between 8am to 8pm during the week, as well as not on weekends.
We had a lot of comments asking why it was not offered after 8pm, so we developed our very own backend to keep the application data briefly, up until the legacy system appeared. Around 20% of customers currently complete their applications in that 'offline' time period, which reveals the benefits of reacting really quickly and also taking customer comments on board.
Another item of comments we received from customers connected to them wishing to verify receipt of their application. So, as part of our normal versions, we provided a feature that permits individuals to enroll in an email verification that their application has been obtained utilizing the Gov.Notify system. Around 99% of on-line individuals have actually selected to utilize this facility, which simply shows how beneficial it has been as confidence for people looking for Kid Upkeep.
The hard work settles
Throughout the summer and also into autumn, the team worked constantly to introduce brand-new attributes, with changes deployed on a virtually weekly basis. It was a relentless speed and was challenging at times-- as an example for those people home education our youngsters. Having a shared objective helpful to obtain cash to households that require it was a really motivating element during these times.
That hard work implied that we were able to take the product through a Government Digital Service (GDS) public beta evaluation in wintertime. It passed with flying colours, which was an actually pleased moment for everyone involved in the task. We were additionally just recently identified with a team award at an inner awards event, which was a wonderful method to commemorate the way we've interacted.
Thus far, over 59,000 people have used the electronic service to make an application for Child Upkeep, which is around 80% of all applicants. The telephone service is still there for those that require it, yet the number of online applications continues to expand.
This isn't the end of the digital trip for this service either. We're currently progressing a new roadmap for more change of the end-to-end solution, and also we'll continue to pay attention to customer needs, and also make modifications as well as enhancements to make it as simple as possible for people to obtain and family solicitors also handle their Child Upkeep setups.
It's definitely been a difficult year for everybody, yet I'm glad that I'll be able to look back at when our team rose to the difficulty as well as supplied for individuals when they required us most.