Before the COVID-19 pandemic, I was functioning as part of a team to create a brand new electronic solution for apart moms and dads to obtain aid arranging Kid Maintenance. We would certainly introduced a private beta of the electronic solution in December 2019, as well as were working in the direction of presenting more customers on a gradual basis.
Previous to this, the only means to apply for help organizing Kid Maintenance had been a totally telephone-based solution. Nonetheless, as a department we knew that we had to supply a digital choice as part of our commitment to expand our services and also develop electronic styles based on our users' needs.
The press to go online
All was going as intended till the pandemic hit. Nearly instantly, our coworkers in the call centres might no longer answer the phones and also procedure applications. The department was working to obtain people set up to function from house, however a lot of coworkers were redeployed to service other solutions. So, our supervisors made the decision to make our electronic solution the main approach of application from that factor onwards, and for the direct future.
The team had to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day going through 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 could handle the increase in customers, all while adapting to functioning from house themselves.
Producing a 24/7 solution
At the exclusive beta stage we were making use of comments from users to advance the solution-- as we opened it up further this comments became much more vital. There was a clear requirement 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, between 8am to 8pm throughout the week, and also not on weekends.
We had a great deal of feedback asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, till the legacy system became available. Around 20% of individuals currently finish their applications because 'offline' time period, which shows the advantages of responding actually quickly as well as taking individual responses aboard.
An additional piece of feedback we got from individuals connected to them intending to validate receipt of their application. So, as part of our regular iterations, we provided a function that enables individuals to enroll in an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on-line customers have actually 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 autumn, the team worked continuously to introduce new features, with changes released on a virtually once family solicitors a week basis. It was a ruthless speed and was challenging sometimes-- for instance for those of us home schooling our youngsters. Having a common goal of helping to obtain cash to families that need it was an actually inspiring element during these times.
That effort indicated that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter season. It passed with flying colours, which was a really honored moment for all of us associated with the job. We were also just recently recognised with a group award at an internal honors ceremony, which was a great way to commemorate the method we have actually collaborated.
So far, over 59,000 individuals have made use of the digital service to request Kid Maintenance, which is around 80% of all applicants. The telephony service is still there for those that require it, however the variety of online applications continues to expand.
This isn't completion of the digital trip for this service either. We're now proceeding a new roadmap for more change of the end-to-end solution, and also we'll continue to pay attention to user requirements, and also make amendments as well as renovations to make it as easy as possible for individuals to request as well as handle their Child Maintenance setups.
It's certainly been a difficult year for everyone, but I'm glad that I'll have the ability to recall at when our group rose to the challenge as well as provided for individuals when they required us most.