Prior to the COVID-19 pandemic, I was working as part of a group to develop a brand-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 individuals on a progressive basis.
Before this, the only method to look for aid arranging Child Maintenance had actually been a completely telephone-based service. However, as a department we understood that we needed to provide a digital option as part of our dedication to increase our solutions as well as produce digital designs based on our users' needs.
The press to go online
All was going as planned till the pandemic hit. Practically instantaneously, our colleagues in the get in touch with centres could no longer address the phones and process applications. The department was working to obtain individuals set up to work from residence, however a lot of coworkers were redeployed to work with other services. So, our supervisors made the decision to make our digital solution the major technique of application from that point onwards, and also for the near future.
The team needed to scoot to secure the solution as well as make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day going through the system within a couple of months, now we had to reach this phase in an issue of days. The team strove to stabilise the solution so it could manage the boost in users, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the private beta phase we were using responses from users to proceed the service-- as we opened it up additionally this feedback ended up being even more crucial. There was a clear need for a few adjustments such as 24/7 availability. The solution was initially developed to just be readily available when the heritage backend system was available, between 8am to 8pm throughout the week, and not on weekend breaks.
We had a great deal of feedback asking why it was not offered after 8pm, so we constructed our own backend to keep the application information momentarily, until the tradition system appeared. Around 20% of users now complete their applications because 'offline' amount of time, which reveals the benefits of reacting truly swiftly and also taking user feedback on board.
One more item of responses we received from users associated with them wishing to verify invoice of their application. So, as part of our normal models, we delivered a feature that allows users to register for an email confirmation that their application has been gotten utilizing the Gov.Notify system. Around 99% of on the internet individuals have actually selected to utilize this facility, which just shows how beneficial it has been as peace of mind for people requesting Child Maintenance.
The effort repays
Throughout the summer season and also right into autumn, the team worked continuously to introduce brand-new attributes, with adjustments released on a practically regular basis. It was a relentless pace and also was testing at times-- for instance for those of us home education our kids. Having a shared goal helpful to obtain money to families that require it was an actually encouraging element throughout these times.
That effort suggested that we had the ability to take the product family lawyer via a Federal government Digital Service (GDS) public beta assessment in winter months. It passed with flying colours, which was an actually happy moment for everybody involved in the task. We were likewise recently acknowledged with a team award at an interior awards event, which was a good means to celebrate the way we have actually worked together.
Until now, over 59,000 people have actually utilized the electronic service to obtain Child Upkeep, which is around 80% of all candidates. The telephone solution is still there for those that need it, yet the number of online applications remains to grow.
This isn't completion of the electronic journey for this solution either. We're now advancing a brand-new roadmap for further makeover of the end-to-end service, as well as we'll remain to listen to individual needs, as well as make modifications and renovations to make it as very easy as possible for individuals to obtain and also manage their Youngster Upkeep arrangements.
It's definitely been a tough year for everybody, yet I'm glad that I'll have the ability to recall at when our group rose to the challenge and supplied for people when they needed us most.