Prior to the COVID-19 pandemic, I was functioning as part of a group to produce a brand new electronic service for separated parents to request assistance preparing Youngster Upkeep. We would certainly launched a personal beta of the digital solution in December 2019, as well as were working in the direction of presenting even more individuals on a gradual basis.
Previous to this, the only method to get aid preparing Youngster Upkeep had actually been a completely telephone-based service. Nonetheless, as a department we understood that we had to provide a digital option as part of our commitment to broaden our services and produce electronic designs based on our users' needs.
The press to go online
All was going as intended till the pandemic hit. Virtually instantly, our coworkers in the call centres might no longer answer the phones and procedure applications. The department was functioning to obtain people established to function from house, yet a lot of colleagues were redeployed to service various other solutions. So, our supervisors made the decision to make our digital solution the main approach of application from that factor onwards, as well as for the near future.
The group had to scoot to secure the solution and also make it readily available to all applicants. The plan had been to increase to around 100 applications a day experiencing the system within a couple of months, today we had to reach this phase in an issue of days. The group strove to stabilise the solution so it could manage the boost in customers, all while adapting to working from house themselves.
Creating a 24/7 solution
At the exclusive beta stage we were making use of feedback from customers to progress the solution-- as we opened it up further this responses became much more essential. There was a clear demand for a couple of modifications such as 24/7 schedule. The service was originally designed to just be readily available when the tradition backend system was available, between 8am to 8pm during the week, as well as out weekends.
We had a lot of responses asking why it was not available after 8pm, so we developed our very own backend to store the application data briefly, till the legacy system became available. Around 20% of individuals currently complete their applications in that 'offline' period, which reveals the advantages of reacting actually quickly as well as taking individual responses aboard.
Another piece of comments we got from customers connected to them wanting to confirm receipt of their application. So, as part of our regular versions, we delivered a function that enables individuals to sign up 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 center, which simply shows how beneficial it has been as peace of mind for people requesting Child Maintenance.
The hard work settles
Throughout the summer and also right into fall, the team functioned frequently to present brand-new functions, with modifications deployed on a nearly weekly basis. It was a ruthless pace and was testing at times-- for example for those people home schooling our kids. Having a shared objective helpful to get money to family members that require it was a truly 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 season. It passed with flying colours, which was an actually pleased family lawyer moment for everyone involved in the project. We were additionally lately acknowledged with a team honor at an interior awards ceremony, which was a nice means to celebrate the way we've collaborated.
Up until now, over 59,000 individuals have actually used the electronic service to look for Kid Upkeep, which is around 80% of all applicants. The telephone systems 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 advancing a new roadmap for additional makeover of the end-to-end service, and also we'll continue to listen to customer needs, as well as make modifications and renovations to make it as easy as possible for individuals to request as well as handle their Kid Upkeep setups.
It's definitely been a tough year for all of us, yet I rejoice that I'll be able to recall at when our team rose to the challenge and delivered for people when they required us most.