Before the COVID-19 pandemic, I was working as part of a group to develop a brand-new electronic solution for separated parents to get assistance preparing Youngster Upkeep. We 'd introduced an exclusive beta of the electronic service in December 2019, and were working towards introducing more individuals on a steady basis.
Before this, the only way to apply for assistance preparing Youngster Upkeep had actually been an entirely telephone-based service. Nonetheless, as a department we knew that we had to give an electronic alternative as part of our dedication to broaden our solutions and also create electronic styles based on our individuals' demands.
The push to go on the internet
All was going as intended till the pandemic hit. Practically instantly, our coworkers in the get in touch with centres could no more respond to the phones as well as process applications. The department was working to get individuals set up to function from home, yet a lot of associates were redeployed to work with various other services. So, our directors made the decision to make our electronic service the primary technique of application from that factor onwards, and also for the near future.
The group had to scoot to protect the service and make it offered to all applicants. The strategy had been to increase to around 100 applications a day experiencing the system within a few months, but now we needed to get to this phase in a matter of days. The group worked hard to secure the service so it can deal with the increase in individuals, all while adjusting to functioning from house themselves.
Producing a 24/7 service
At the personal beta stage we were making use of comments from customers to advance the solution-- as we opened it up even more this responses ended up being a lot more essential. There was a clear demand for a few adjustments such as 24/7 accessibility. The service was originally developed to just be available when the tradition backend system was readily available, between 8am to 8pm during the week, and also not on weekend breaks.
We had a lot of comments asking why it was not readily available after 8pm, so we built our very own backend to save the application data briefly, till the legacy system became available. Around 20% of users currently complete their applications in that 'offline' period, which shows the advantages of responding really rapidly as well as taking customer responses on board.
Another item of responses we obtained from users related to them wishing to verify receipt of their application. So, as part of our regular iterations, we supplied a feature that enables individuals to register for an e-mail verification that their application has actually been obtained making use of the Gov.Notify system. Around 99% of on-line customers have actually picked to utilize this center, which simply demonstrates how valuable it has actually been as confidence for individuals getting Youngster Upkeep.
The hard work settles
Throughout the summer and into fall, the group functioned frequently to present brand-new family lawyer features, with changes deployed on an almost weekly basis. It was an unrelenting rate as well as was challenging at times-- for example for those people home education our kids. Having a shared objective helpful to get money to family members that require it was a really motivating variable throughout these times.
That hard work meant that we had the ability to take the item through a Federal government Digital Solution (GDS) public beta assessment in winter. It passed with flying colours, which was an actually pleased moment for everybody associated with the job. We were likewise recently acknowledged with a team honor at an interior awards event, which was a nice means to celebrate the means we've worked together.
Until now, over 59,000 people have actually used the electronic service to obtain Child Upkeep, which is around 80% of all applicants. The telephone systems service is still there for those that require it, but the variety of online applications continues to grow.
This isn't completion of the digital trip for this service either. We're now proceeding a new roadmap for more change of the end-to-end solution, and we'll continue to pay attention to user requirements, and also make amendments and also renovations to make it as simple as feasible for individuals to obtain and also manage their Kid Upkeep setups.
It's certainly been a difficult year for everybody, but I rejoice that I'll have the ability to look back at when our group rose to the difficulty and also delivered for individuals when they required us most.