Before the COVID-19 pandemic, I was functioning as part of a group to create a brand-new digital service for apart parents to obtain assistance arranging Youngster Upkeep. We 'd launched a private beta of the digital service in December 2019, and were working towards introducing more customers on a progressive basis.
Previous to this, the only means to look for assistance preparing Child Upkeep had been a completely telephone-based solution. Nevertheless, as a department we understood that we had to provide an electronic option as part of our dedication to broaden our solutions as well as create electronic designs based upon our users' demands.
The push to go online
All was going as intended until the pandemic hit. Virtually promptly, our associates in the contact centres might no more address the phones as well as procedure applications. The division was working to obtain people set up to function from home, yet a lot of associates were redeployed to work on other solutions. So, our directors made the decision to make our digital service the primary approach of application from that point onwards, as well as for the near future.
The team needed to scoot to protect the service and make it available to all applicants. The plan had been to increase to around 100 applications a day going through the system within a few months, but now we had to get to this stage in an issue of days. The group strove to stabilise the solution so it can handle the boost in users, all while getting used to functioning from home themselves.
Producing a 24/7 service
At the private beta stage we were using comments from users to proceed the service-- as we opened it up even more this feedback came to be much more important. There was a clear demand for a couple of changes such as 24/7 availability. The solution was originally made to only be readily available when the tradition backend system was available, in between 8am to family lawyer 8pm throughout the week, as well as out weekend breaks.
We had a lot of responses asking why it was not offered after 8pm, so we developed our own backend to keep the application data temporarily, till the legacy system became available. Around 20% of individuals now finish their applications in that 'offline' time period, which reveals the benefits of responding truly rapidly and taking customer responses on board.
Another item of responses we obtained from individuals associated with them wanting to validate receipt of their application. So, as part of our regular models, we provided a feature that allows individuals to sign up for an e-mail confirmation that their application has actually been gotten using the Gov.Notify system. Around 99% of on the internet users have actually chosen to utilize this facility, which simply shows how valuable it has been as confidence for people getting Child Upkeep.
The hard work settles
Throughout the summer season as well as right into autumn, the team functioned constantly to introduce brand-new attributes, with adjustments released on a virtually weekly basis. It was a relentless pace and also was challenging at times-- for instance for those people home schooling our kids. Having a common objective of helping to get cash to family members that require it was a truly encouraging variable throughout these times.
That hard work implied that we had the ability to take the item with a Federal government Digital Solution (GDS) public beta assessment in wintertime. It passed with flying colours, which was an actually proud moment for all of us involved in the job. We were likewise just recently recognised with a group honor at an internal awards ceremony, which was a nice way to celebrate the way we've worked together.
Up until now, over 59,000 people have used the digital solution to obtain Kid Maintenance, which is around 80% of all applicants. The telephone systems service 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 trip for this solution either. We're now progressing a new roadmap for more makeover of the end-to-end solution, as well as we'll continue to pay attention to customer requirements, as well as make amendments and also enhancements to make it as simple as possible for individuals to apply for and manage their Kid Upkeep plans.
It's definitely been a challenging year for everybody, however I'm glad that I'll have the ability to look back at when our group rose to the difficulty and supplied for people when they required us most.