Before the COVID-19 pandemic, I was functioning as part of a team to develop a new electronic solution for apart parents to apply for help setting up Youngster Upkeep. We would certainly released a private beta of the digital service in December 2019, and were working towards introducing more users on a gradual basis.
Previous to this, the only way to obtain assistance setting up Youngster Upkeep had been a totally telephone-based service. Nevertheless, as a department we knew that we had to provide an electronic alternative as part of our dedication to increase our solutions as well as create digital designs based upon our customers' requirements.
The push to browse the web
All was going as prepared until the pandemic hit. Almost quickly, our associates in the contact centres can no more respond to the phones and process applications. The division was functioning to obtain people established to function from house, but a great deal of coworkers were redeployed to service other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and also for the near future.
The team needed to move fast to secure the solution and make it readily available to all candidates. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a couple of months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can deal with the rise in individuals, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the personal beta phase we were using responses from users to advance the service-- as we opened it up additionally this responses ended up being a lot more essential. There was a clear demand for a few modifications such as 24/7 schedule. The service was at first designed to only be readily available when the legacy backend system was offered, in between 8am to 8pm throughout the week, and out weekend breaks.
We had a lot of comments asking why it was not offered after 8pm, so we constructed our own backend to keep the application information temporarily, up until the heritage system became available. Around 20% of individuals currently finish their applications because 'offline' period, which reveals the advantages of responding really rapidly as well as taking customer responses aboard.
Another piece of comments we got from customers connected to them wanting to confirm receipt of their application. So, as part of our regular versions, we supplied a function that enables individuals to register for an e-mail verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on the internet individuals have actually selected to use this facility, which simply demonstrates how helpful it has been as peace of mind for people applying for Child Upkeep.
The effort pays off
Throughout the summer and also into autumn, the team worked constantly to present brand-new functions, with modifications deployed on a practically regular basis. It was an unrelenting rate as well as was challenging at times-- as an example for those people home schooling our children. Having a common objective of helping to get cash to households that need it was an actually encouraging aspect during these times.
That effort indicated that we were able to take the item with a Government Digital Solution (GDS) public beta analysis in winter. It passed with flying colours, which was an actually proud minute for everyone associated with the job. We were also lately identified with a team honor at an internal honors ceremony, which was a wonderful method to commemorate the method we've collaborated.
So far, over 59,000 individuals have actually made use of the digital solution to obtain Child Upkeep, which is around 80% of all applicants. The telephone solution is family solicitors still there for those that need it, yet the number of online applications remains to expand.
This isn't the end of the electronic journey for this service either. We're currently progressing a brand-new roadmap for further improvement of the end-to-end solution, as well as we'll remain to listen to customer needs, and also make changes and renovations to make it as simple as feasible for people to apply for as well as handle their Youngster Maintenance plans.
It's absolutely been a challenging year for everyone, yet I rejoice that I'll have the ability to look back at when our team rose to the difficulty and also delivered for people when they needed us most.