Before the COVID-19 pandemic, I was functioning as part of a team to produce a brand-new electronic solution for apart parents to apply for aid arranging Youngster Maintenance. We 'd introduced a personal beta of the digital solution in December 2019, and were working in the direction of introducing even more users on a steady basis.
Previous to this, the only method to apply for assistance arranging Youngster Maintenance had been an entirely telephone-based solution. However, as a department we knew that we had to offer a digital option as part of our commitment to broaden our services and produce digital designs based upon our users' demands.
The push to go online
All was going as intended until the pandemic hit. Virtually immediately, our coworkers in the get in touch with centres could no more address the phones and procedure applications. The division was functioning to get individuals established to function from home, yet a lot of colleagues were redeployed to work on other services. So, our supervisors made the decision to make our electronic solution the main approach of application from that factor onwards, and also for the near future.
The group needed to move fast to protect the solution and make it readily available to all applicants. The strategy had actually been to ramp up to around 100 applications a day experiencing the system within a few months, but now we needed to reach this phase in an issue of days. The team worked hard to stabilise the service so it might manage the increase in users, all while adapting to functioning from residence themselves.
Developing a 24/7 solution
At the private beta phase we were using feedback from users to advance the solution-- as we opened it up even more this feedback ended up being much more essential. There was a clear requirement for a few changes such as 24/7 availability. The solution was originally made to just be offered when the legacy backend system was available, in between 8am to 8pm throughout the week, and out weekend breaks.
We had a lot of feedback asking why it was not readily available after 8pm, so we developed our own backend to store the application information briefly, until the heritage system became available. Around 20% of users currently complete their applications because 'offline' time period, which reveals the benefits of responding really promptly as well as taking user feedback aboard.
An additional item of comments we received from customers related to them intending to verify invoice of their application. So, as part of our routine versions, we delivered a function that allows individuals to enroll in an e-mail confirmation that their application has been obtained using the Gov.Notify system. Around 99% of on the internet customers have actually chosen to use this facility, which just shows how beneficial it has actually been as confidence for individuals making an application for Kid Upkeep.
The effort settles
Throughout the summer season and also right into fall, the group functioned frequently to present brand-new attributes, with modifications deployed on an almost once a week basis. It was a ruthless speed and was testing sometimes-- as an example for those people home education our children. Having a shared objective helpful to get money to family members that need it was a truly inspiring element throughout these times.
That hard work meant that we had the ability to take the item with a Federal government Digital Service (GDS) public beta analysis in winter. It passed with flying colours, which was an actually proud moment for everybody involved in the job. We were also lately recognised with a group award at an interior honors event, which was a good way to commemorate the means we have actually worked together.
So far, over 59,000 individuals have actually made use of the electronic solution to make an application for Kid Maintenance, which is around 80% of all applicants. The telephone systems service is still there for those that require it, however the number of online applications remains to grow.
This isn't completion of the digital journey for this solution either. We're now progressing a brand-new roadmap for further improvement of the end-to-end solution, as well as we'll continue to listen to customer requirements, and make modifications and also enhancements to make it as very easy as possible for people to obtain and family lawyer manage their Youngster Maintenance plans.
It's absolutely been a difficult year for everybody, but I'm glad that I'll be able to look back at when our group rose to the difficulty as well as provided for people when they needed us most.