Prior to the COVID-19 pandemic, I was working as part of a group to create an all new electronic solution for apart parents to obtain aid preparing Kid Maintenance. We 'd released an exclusive beta of the electronic solution in December 2019, as well as were working in the direction of presenting more users on a gradual basis.
Before this, the only method to look for assistance organizing Child Upkeep had been a completely telephone-based solution. However, as a department we understood that we had to provide an electronic choice as part of our dedication to broaden our services as well as create electronic designs based upon our individuals' needs.
The press to go on the internet
All was going as planned till the pandemic hit. Practically instantaneously, our associates in the contact centres might no more respond to the phones and also process applications. The department was functioning to get people established to work from house, but a great deal of coworkers were redeployed to deal with various other solutions. So, our directors made the decision to make our electronic service the primary technique of application from that point onwards, and for the direct future.
The group had to scoot to safeguard the solution and make it offered to all candidates. The strategy had actually been to increase to around 100 applications a day going through the system within a few months, and now we needed to get to this stage in a matter of days. The team worked hard to stabilise the service so it might manage the increase in individuals, all while adapting to functioning from house themselves.
Developing a 24/7 solution
At the exclusive beta phase we were making use of responses from customers to progress the service-- as we opened it up even more this feedback became even more important. There was a clear demand for a couple of modifications such as 24/7 accessibility. The service was at first developed to just be readily available when the heritage backend system was offered, between 8am to 8pm during the week, and also not on weekends.
We had a great deal of comments asking why it was not offered after 8pm, so we built our very own backend to keep the application data momentarily, up until the legacy system appeared. Around 20% of individuals currently complete their applications because 'offline' period, which reveals the benefits of responding truly quickly and also taking individual feedback on board.
An additional piece of responses we received from customers related to them intending to verify invoice of their application. So, as part of our regular versions, we delivered a function that permits users to register for an e-mail confirmation that their application has been gotten making use of the Gov.Notify system. Around 99% of online individuals have actually picked to use this facility, which just shows how beneficial it has actually been as reassurance for people obtaining Youngster Upkeep.
The hard work pays off
Throughout the summer as well as into autumn, the team functioned constantly to introduce new attributes, with modifications released on a virtually once a week basis. It was a relentless speed and also was testing sometimes-- for example for those of us home schooling our children. Having a shared goal helpful to obtain cash to family members that require it was an actually encouraging variable throughout these times.
That hard work implied that we were able to take the product via a Federal government Digital Service (GDS) public beta assessment in winter season. It passed with flying colours, which was a truly honored moment for all of us associated with the task. We were likewise just recently recognised with a group award at an internal honors ceremony, which was a nice means to celebrate the means we have actually collaborated.
So far, over 59,000 individuals have made use of the digital solution to request Youngster Maintenance, which is around 80% of all candidates. The telephony solution is still there for those that need it, however the variety of online applications continues to expand.
This isn't the end of the electronic trip for this service either. We're currently advancing a brand-new roadmap for further makeover of the end-to-end service, as well as we'll remain to listen to individual demands, and make changes and also improvements to make it as simple as feasible for individuals to get and manage their Kid Upkeep setups.
It's certainly been a difficult year for everyone, yet I rejoice that I'll be able to look back at when our team rose to the difficulty and also supplied for individuals when they required us child maintenance most.