Prior to the COVID-19 pandemic, I was working as part of a group to create a new electronic service for separated parents to look for help setting up Youngster Maintenance. We 'd introduced an exclusive beta of the electronic solution 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 Maintenance had been a completely telephone-based service. However, as a department we knew that we needed to provide a digital option as part of our commitment to expand our solutions and also develop electronic styles based upon our users' demands.
The push to go on the internet
All was going as prepared until the pandemic hit. Virtually immediately, our coworkers in the contact centres could no more address the phones and also procedure applications. The division was working to get individuals set up to work from residence, yet a lot of associates were redeployed to work with various other services. So, our directors made the decision to make our electronic solution the major approach of application from that point onwards, and for the direct future.
The team needed to move fast to safeguard the service and also make it available to all candidates. The strategy had been to increase to around 100 applications a day undergoing the system within a couple of months, now we needed to reach this stage in an issue of days. The team strove to stabilise the service so it can deal with the increase in users, all while adapting to working from house themselves.
Creating a 24/7 solution
At the private beta phase we were using comments from customers to advance the solution-- as we opened it up even more 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 during the week, as well as out weekend breaks.
We had a lot of comments asking why it was not offered after 8pm, so we developed our very own backend to save the application data momentarily, until the heritage system appeared. Around 20% of customers now finish their applications because 'offline' time period, which reveals the benefits of responding truly promptly and taking user comments aboard.
An additional item of comments we received from individuals connected to them wishing to verify invoice of their application. So, as part of our normal models, we supplied a feature 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 customers have chosen to use this facility, which simply demonstrates how valuable it has actually been as confidence for individuals making an application for Child Upkeep.
The effort pays off
Throughout the summertime and also right into autumn, the group worked frequently to present new functions, with modifications released on an almost weekly basis. It was a relentless pace and was testing sometimes-- for instance for those of us home schooling our children. Having a common goal of helping to obtain cash to households that need it was a really encouraging element throughout these times.
That effort suggested that we had the ability to take the product through a Federal government Digital Solution (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the task. We were additionally recently identified with a group honor at an internal honors ceremony, which was a great method to commemorate the method we've interacted.
So far, over 59,000 people have actually used the digital service to make an application for Youngster Maintenance, which is around 80% of all applicants. The telephone systems solution is still there for those that need it, yet the variety of online applications remains to grow.
This isn't the end of the digital journey for this service either. We're now advancing a new roadmap for further improvement of the end-to-end solution, and we'll continue to listen to user demands, and also make changes and also improvements to make it as simple as possible for people to look for and also handle child maintenance their Youngster Upkeep arrangements.
It's certainly been a challenging year for everybody, yet I'm glad that I'll have the ability to recall at when our group rose to the obstacle and also delivered for people when they needed us most.