Prior to the COVID-19 pandemic, I was functioning as part of a group to create an all new digital service for separated moms and dads to get aid arranging Child Maintenance. We 'd introduced an exclusive beta of the electronic solution in December 2019, and also were functioning in the direction of introducing more users on a gradual basis.
Previous to this, the only way to make an application for assistance setting up Kid Upkeep had been a totally telephone-based service. Nevertheless, 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 push to go online
All was going as planned until the pandemic hit. Practically immediately, our coworkers in the call centres might no longer answer the phones and also procedure applications. The department was functioning 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 method of application from that factor onwards, and for the direct future.
The group had to scoot to protect the service as well as make it available 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 functioning from house themselves.
Creating a 24/7 service
At the exclusive beta stage we were making use of comments from users to advance the service-- as we opened it up better this feedback became much more crucial. There was a clear requirement for a few modifications such as 24/7 accessibility. The service was originally made to just be available when the heritage backend system was available, between 8am to 8pm throughout the week, as well as out weekends.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 and also taking customer feedback on board.
One more piece of comments we obtained from customers related to them wanting to verify invoice 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 online users have chosen to use this facility, which just demonstrates how useful it has actually been as reassurance for individuals getting Youngster Upkeep.
The effort pays off
Throughout the summer and right into fall, the group worked continuously to introduce new attributes, 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 kids. Having a shared goal helpful to obtain money to families that require it was a truly inspiring factor throughout these times.
That effort implied that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the project. We were additionally just 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 used the electronic service to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that require it, however the variety of online family law solicitors applications continues to expand.
This isn't completion of the digital trip for this service either. We're now proceeding a new roadmap for additional transformation of the end-to-end service, and also we'll continue to pay attention to customer needs, as well as make amendments as well as renovations to make it as easy as possible for individuals to request as well as handle their Youngster Maintenance plans.
It's absolutely been a challenging year for everyone, yet I rejoice that I'll be able to look back at when our team rose to the obstacle and also delivered for people when they required us most.