Before the COVID-19 pandemic, I was working as part of a group to develop a brand new digital solution for apart parents to apply for assistance setting up Child Upkeep. We 'd launched a private beta of the electronic service in December 2019, as well as were functioning towards introducing more individuals on a gradual basis.
Before this, the only means to look for help arranging Youngster Maintenance had been an entirely telephone-based solution. Nonetheless, as a department we understood that we had to offer a digital option as part of our commitment to expand our solutions as well as produce electronic layouts based on our users' demands.
The push to go on the internet
All was going as planned till the pandemic hit. Practically immediately, our associates in the get in touch with centres can no more answer the phones as well as process applications. The division was functioning to get people established to work from house, yet a great deal of coworkers were redeployed to work on other solutions. So, our directors made the decision to make our electronic service the major technique of application from that factor onwards, and for the near future.
The group needed to scoot to safeguard the solution and also make it offered to all candidates. The strategy had been to increase to around 100 applications a day going through the system within a couple of months, today we needed to reach this phase in an issue of days. The group strove to stabilise the solution so it might manage the boost in users, all while adjusting to functioning from house themselves.
Creating a 24/7 solution
At the exclusive beta stage we were using feedback from users to proceed the solution-- as we opened it up further this feedback ended up being even more important. There was a clear need for a couple of adjustments such as 24/7 availability. The service was originally made to just be available when the legacy backend system was offered, between 8am to 8pm during the week, and also not on weekends.
We had a great deal of responses asking why it was not available after 8pm, so we built our very own backend to save the application data briefly, up until the legacy system became available. Around 20% of individuals currently complete their applications because 'offline' time period, which reveals the benefits of responding actually rapidly as well as taking customer comments aboard.
Another piece of feedback we got from customers associated with them wanting to verify invoice of their application. So, as part of our routine iterations, we delivered a function that allows individuals to register for an email verification that their application has been gotten utilizing the Gov.Notify system. Around 99% of on-line users have selected to utilize this center, which simply shows how beneficial it has actually child maintenance been as confidence for individuals requesting Child Maintenance.
The hard work pays off
Throughout the summer as well as into autumn, the group worked constantly to introduce new functions, with adjustments released on a practically once a week basis. It was an unrelenting rate and also was testing at times-- for example for those people home schooling our kids. Having a common objective of helping to get cash to households that require it was a really inspiring element during these times.
That effort indicated that we were able to take the item through a Federal government Digital Service (GDS) public beta assessment in winter. It passed with flying colours, which was an actually proud moment for everybody associated with the task. We were also lately recognised with a group award at an inner awards event, which was a nice way to celebrate the method we have actually collaborated.
Up until now, over 59,000 individuals have actually used the electronic solution to apply for Kid Upkeep, which is around 80% of all candidates. The telephone solution is still there for those that require it, but the variety of online applications continues to expand.
This isn't completion of the electronic journey for this solution either. We're currently proceeding a new roadmap for further improvement of the end-to-end solution, and also we'll continue to listen to individual demands, and make amendments as well as enhancements to make it as simple as feasible for individuals to apply for and manage their Kid Upkeep setups.
It's definitely been a tough year for everyone, yet I rejoice that I'll have the ability to look back at when our team rose to the obstacle and provided for people when they needed us most.