Before the COVID-19 pandemic, I was working as part of a team to create a new digital solution for separated parents to obtain help arranging Youngster Maintenance. We would certainly released a personal beta of the digital solution in December 2019, as well as were functioning towards presenting even more users on a steady basis.
Previous to this, the only means to get assistance preparing Kid Upkeep had been a completely telephone-based solution. Nevertheless, as a division we understood that we needed to provide an electronic option as part of our dedication to expand our services and also produce electronic designs based on our customers' needs.
The press to go online
All was going as intended until the pandemic hit. Practically immediately, our coworkers in the contact centres might no more address the phones and also procedure applications. The department was working to obtain individuals established to work from house, however a lot of associates were redeployed to service various other services. So, our directors made the decision to make our digital solution the major method of application from that point onwards, as well as for the near future.
The group needed to scoot to safeguard the solution and also make it available to all applicants. The plan had been to ramp up to around 100 applications a day undergoing the system within a few months, and now we had to get to this stage in a matter of days. The team worked hard to stabilise the service so it could cope with the increase in users, all while adjusting to working from home themselves.
Creating a 24/7 service
At the exclusive beta phase we were making use of responses from users to progress the service-- as we opened it up further this responses came to be a lot more crucial. There was a clear requirement for a few changes such as 24/7 availability. The solution was originally created to only be available when the heritage backend system was readily available, in between 8am to 8pm during the week, and also out weekends.
We had a lot of responses asking why it was not offered after 8pm, so we built our very own backend to keep the application data momentarily, up until the legacy system appeared. Around 20% of individuals now finish their applications in that 'offline' amount of time, which reveals the benefits of responding really promptly as well as taking individual comments aboard.
One more item of comments we received from individuals related to them intending to confirm invoice of their application. So, as part of our regular models, we delivered an attribute that allows individuals to sign up for an e-mail confirmation that their application has been family lawyer obtained making use of the Gov.Notify system. Around 99% of on-line individuals have actually selected to utilize this facility, which just demonstrates how useful it has actually been as peace of mind for individuals making an application for Youngster Maintenance.
The hard work settles
Throughout the summer season and also right into fall, the team functioned continuously to introduce brand-new functions, with changes released on an almost regular basis. It was a ruthless speed as well as was testing at times-- for instance for those people home education our kids. Having a common objective helpful to obtain cash to families that need it was an actually encouraging factor during these times.
That hard work implied that we had the ability to take the item via a Federal government Digital Solution (GDS) public beta analysis in winter. It passed with flying colours, which was a really happy moment for all of us involved in the project. We were also recently recognised with a team honor at an inner awards event, which was a nice means to commemorate the means we have actually collaborated.
Thus far, over 59,000 people have used the electronic solution to look for Youngster Upkeep, which is around 80% of all candidates. The telephone systems solution is still there for those that require it, however the number of online applications remains to expand.
This isn't completion of the digital journey for this solution either. We're currently proceeding a brand-new roadmap for additional transformation of the end-to-end solution, as well as we'll remain to pay attention to user needs, and also make changes and renovations to make it as simple as possible for individuals to get as well as handle their Kid Maintenance plans.
It's certainly been a tough year for everyone, but I rejoice that I'll be able to recall at when our team rose to the difficulty and supplied for people when they required us most.