Before the COVID-19 pandemic, I was working as part of a team to create a new digital solution for apart parents to obtain assistance arranging Youngster Maintenance. We 'd released a personal beta of the electronic service in December 2019, as well as were functioning in the direction of introducing more users on a steady basis.
Before this, the only way to request assistance arranging Child Maintenance had been a totally telephone-based solution. Nonetheless, as a division we understood that we needed to give an electronic choice as part of our commitment to increase our services and develop electronic styles based on our individuals' needs.
The push to go online
All was going as intended till the pandemic hit. Virtually quickly, our associates in the get in touch with centres could no more respond to the phones and process applications. The department was working to get individuals set up to work from house, yet a lot of colleagues were redeployed to deal with various other solutions. So, our directors decided to make our digital service the main method of application from that factor onwards, and for the foreseeable future.
The group had to move fast to safeguard the solution and also make it readily available to all candidates. The strategy had been to ramp up to around 100 applications a day going through the system within a couple of months, today we had to get to this stage in an issue of days. The group worked hard to secure the service so it could handle the boost in users, all while adjusting to working from house themselves.
Producing a 24/7 solution
At the exclusive beta stage we were making use of comments from users to proceed the service-- as we opened it up even more this responses ended up being even more crucial. There was a clear need for a few adjustments such as 24/7 accessibility. The solution was originally developed to only be readily available when the legacy backend system was offered, in between 8am to 8pm throughout the week, and not on weekends.
We had a great deal of feedback asking why it was not offered after 8pm, so we developed our own backend to keep the application data temporarily, until the legacy system became available. Around 20% of users currently complete their applications because 'offline' amount of time, which reveals the benefits of responding actually swiftly as well as taking customer comments on board.
An additional piece of responses we got from users related to them intending to confirm invoice of their application. So, as part of our routine models, we provided an attribute that enables customers to sign up for an email confirmation that their application has actually been obtained using the Gov.Notify system. Around 99% of on the internet customers have selected to use this facility, which just shows how beneficial it has been as peace of mind for people looking for Youngster Upkeep.
The hard work pays off
Throughout the summer and right into autumn, the team functioned frequently to present new attributes, with adjustments deployed on an almost once a week basis. It was an unrelenting pace and also was challenging sometimes-- for example for those people home schooling our kids. Having a shared goal helpful to obtain money to family members that require it was a truly encouraging element throughout these times.
That effort meant that we were able to take the product via a Federal government Digital Solution (GDS) public beta assessment in wintertime. It passed with flying colours, which was an actually honored minute for everyone associated with the job. We were likewise just recently identified with a team honor at an inner awards ceremony, which was a nice means to commemorate the way we have actually collaborated.
Thus far, over 59,000 individuals have actually used the electronic service to look for Kid Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that need it, yet the number of online applications continues to expand.
This isn't completion of the digital journey for this service either. We're currently progressing a new roadmap for additional transformation of the end-to-end service, as well as we'll continue to pay attention to customer demands, and make amendments and improvements to make it as simple as possible for people to look for and also handle their Youngster Upkeep plans.
It's certainly been a challenging year for all of us, yet I'm glad that I'll be able to recall at when our team rose to the challenge and also provided for people family law solicitors when they required us most.