Prior to the COVID-19 pandemic, I was working as part of a group to create a brand-new electronic solution for apart parents to apply for help organizing Kid Upkeep. We would certainly released an exclusive beta of the digital service in December 2019, and were working towards introducing more users on a gradual basis.
Previous to this, the only way to make an application for assistance preparing Child Upkeep had actually been an entirely telephone-based solution. Nonetheless, as a division we understood that we needed to supply a digital choice as part of our commitment to expand our services and also develop electronic styles based on our users' needs.
The press to go on the internet
All was going as intended up until the pandemic hit. Almost quickly, our associates in the contact centres could no more respond to the phones and process applications. The division was working to get individuals established to function from house, but a great deal of coworkers were redeployed to service other solutions. So, our directors made the decision to make our electronic service the main approach of application from that point onwards, and for the direct future.
The team needed to move fast to secure the solution as well as make it available to all candidates. The plan had actually been to ramp up to around 100 applications a day going through the system within a couple of 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 cope with the rise in users, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the private beta phase we were using comments from users to advance the service-- as we opened it up additionally this feedback ended up being a lot more essential. There was a clear demand for a few modifications such as 24/7 availability. The service was originally designed to only be readily available when the legacy backend system was offered, in between 8am to 8pm during the week, as well as out weekend breaks.
We had a lot of comments asking why it was not readily available after 8pm, so we built our own backend to keep the application information temporarily, until the tradition system appeared. Around 20% of users now finish their applications because 'offline' time period, which shows the benefits of reacting truly promptly and taking user comments aboard.
An additional item of responses we received from users associated with them wishing to validate invoice of their application. So, as part of our normal models, we delivered a feature that allows users 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 selected to use this facility, which just shows how helpful it has been as reassurance for people applying for Child Upkeep.
The effort repays
Throughout the summertime as well as into autumn, the team functioned frequently to present brand-new functions, with changes deployed on a virtually once a week basis. It was an unrelenting speed as well as was challenging sometimes-- as an example for those of us home schooling our youngsters. Having a common goal of helping to obtain cash to families that require it was an actually inspiring element during these times.
That effort implied that we were able to take the item with a Government Digital Solution (GDS) public beta evaluation in winter. It passed with flying colours, which was an actually pleased moment for everybody involved in the project. We were additionally recently recognised with a group award at an inner awards event, which was a great way to commemorate the way we have actually worked together.
Until now, over 59,000 people have actually utilized the electronic service 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 progressing 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 as well as renovations to make it as easy as possible for individuals to request as well as handle their Child Maintenance plans.
It's absolutely been a challenging year for all of us, family law solicitors however I rejoice that I'll be able to look back at when our team rose to the obstacle and also delivered for people when they required us most.