Prior to the COVID-19 pandemic, I was working as part of a group to develop a new electronic solution for apart parents to look for help organizing Kid Maintenance. We would certainly released an exclusive beta of the electronic solution in December 2019, and were working towards introducing more individuals on a steady basis.
Before this, the only means to apply for help arranging Youngster Upkeep had been a completely telephone-based service. However, as a department we knew that we needed to provide a digital alternative as part of our dedication to increase our solutions as well as produce digital designs based upon our customers' needs.
The push to go online
All was going as planned till the pandemic hit. Virtually immediately, our associates in the call centres might no longer answer the phones and also procedure applications. The department was functioning to obtain people established to work from home, yet a great deal of associates were redeployed to work on various other services. So, our supervisors decided to make our electronic service the major approach of application from that point onwards, and also for the near future.
The team needed to move fast to secure the solution and make it readily available to all applicants. The plan had actually been to ramp up to around 100 applications a day experiencing the system within a few months, today we had to reach this stage in an issue of days. The team worked hard to stabilise the solution so it could manage the boost in customers, all while adapting to working from home themselves.
Developing a 24/7 service
At the exclusive beta stage we were making use of feedback from individuals to progress the service-- as we opened it up better this comments came to be even more important. There was a clear need for a couple of changes such as 24/7 schedule. The solution was at first made to just be offered when the tradition backend system was available, in between 8am to 8pm throughout the week, and not on weekends.
We had a family solicitors great deal of responses asking why it was not available after 8pm, so we developed our very own backend to keep the application information temporarily, up until the heritage system became available. Around 20% of customers currently complete their applications in that 'offline' period, which shows the advantages of responding actually quickly and taking user comments aboard.
An additional item of responses we received from customers related to them wanting to verify receipt of their application. So, as part of our routine versions, we provided a function that enables customers to enroll in an e-mail 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 simply demonstrates how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The effort repays
Throughout the summer season and also right into fall, the group worked frequently to introduce new features, with modifications deployed on a practically weekly basis. It was a relentless rate as well as was challenging at times-- for example for those of us home schooling our youngsters. Having a common objective helpful to obtain money to families that require it was a truly motivating factor throughout these times.
That hard work meant that we had the ability to take the product through a Federal government Digital Service (GDS) public beta assessment in winter. It passed with flying colours, which was a really honored minute for all of us associated with the project. We were also recently identified with a team honor at an interior awards ceremony, which was a wonderful method to commemorate the method we've interacted.
Up until now, over 59,000 individuals have made use of the digital solution to obtain Kid Upkeep, which is around 80% of all applicants. The telephone service is still there for those that require it, but the number of online applications remains to grow.
This isn't completion of the digital journey for this solution either. We're now progressing a new roadmap for further makeover of the end-to-end solution, as well as we'll remain to pay attention to individual needs, as well as make modifications as well as improvements to make it as simple as feasible for people to apply for and handle their Child Upkeep setups.
It's definitely been a tough year for all of us, however I rejoice that I'll have the ability to look back at when our team rose to the challenge and also delivered for people when they required us most.