Before the COVID-19 pandemic, I was functioning as part of a group to develop a new digital service for separated parents to obtain aid preparing Kid Maintenance. We would certainly launched a private beta of the digital service in December 2019, as well as were functioning towards introducing even more users on a gradual basis.
Previous to this, the only way to request aid preparing Kid Upkeep had been an entirely telephone-based solution. Nonetheless, as a division we understood that we needed to supply a digital choice as part of our dedication to expand our services as well as create electronic designs based upon our individuals' demands.
The press to go on the internet
All was going as prepared up until the pandemic hit. Practically instantaneously, our coworkers in the contact centres might no longer answer the phones as well as procedure applications. The division was working to obtain individuals set up to function from residence, but a great deal of associates were redeployed to deal with other services. So, our supervisors decided to make our digital solution the primary method of application from that factor onwards, and for the near future.
The team had to scoot to protect the solution and also make it offered to all applicants. The strategy had been to increase to around 100 applications a day undergoing the system within a few months, today we had to reach this stage in an issue of days. The group strove to stabilise the solution so it could manage the boost in users, all while getting used to working from home themselves.
Creating a 24/7 service
At the private beta stage we were using feedback from users to advance the service-- as we opened it up additionally this feedback ended up being a lot more essential. There was a clear demand for a few adjustments such as 24/7 availability. The service was originally made to only be available when the heritage backend system child maintenance was offered, in between 8am to 8pm during the week, as well as out weekend breaks.
We had a lot of comments asking why it was not readily available after 8pm, so we built our own backend to save the application information briefly, until the legacy system became available. Around 20% of customers currently complete their applications in that 'offline' amount of time, which reveals the benefits of responding truly promptly and taking individual comments aboard.
An additional item of responses we got from customers associated with them intending to validate invoice of their application. So, as part of our normal iterations, we delivered a function that enables users to enroll in an email verification that their application has actually been received making use of the Gov.Notify system. Around 99% of online individuals have picked to use this center, which simply demonstrates how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The effort settles
Throughout the summertime and into fall, the group functioned regularly to introduce new features, with changes released on a nearly once a week basis. It was a ruthless pace and was testing at times-- for example for those people home education our youngsters. Having a common goal helpful to obtain cash to households that need it was a really encouraging aspect during these times.
That hard work meant that we were able to take the product through a Federal government Digital Service (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the project. We were likewise recently acknowledged with a team honor at an inner honors event, which was a great way to celebrate the means we have actually interacted.
Until now, over 59,000 people have utilized the electronic service to apply for Kid Upkeep, which is around 80% of all applicants. The telephone systems solution is still there for those that require it, however the number of online applications remains to expand.
This isn't the end of the electronic trip for this service either. We're currently progressing a brand-new roadmap for more improvement of the end-to-end solution, and we'll remain to pay attention to user requirements, and also make changes as well as improvements to make it as simple as feasible for individuals to make an application for and also manage their Kid Upkeep setups.
It's certainly been a difficult year for everyone, yet I'm glad that I'll have the ability to look back at when our team rose to the obstacle and also delivered for people when they required us most.