Before the COVID-19 pandemic, I was functioning as part of a team to produce a new digital solution for apart moms and dads to make an application for aid arranging Youngster Upkeep. We would certainly launched a private beta of the digital service in December 2019, as well as were working towards introducing more individuals on a progressive basis.
Before this, the only means to get assistance setting up Kid Maintenance had been a totally telephone-based service. However, as a department we knew that we needed to give an electronic option as part of our commitment to increase our solutions as well as produce digital designs based on our customers' needs.
The push to browse the web
All was going as planned up until the pandemic hit. Almost quickly, our associates in the contact centres can no more respond to the phones and process applications. The division was working to get individuals set up to work from home, however a great deal of colleagues were redeployed to work on various other services. So, our directors made the decision to make our digital solution the primary approach of application from that factor onwards, as well as for the near future.
The team needed to move fast to safeguard the service and make it readily available to all applicants. The strategy had been to ramp up to around 100 applications a day undergoing the system within a couple of months, and now we had to reach this stage in an issue of days. The team strove to stabilise the service so it could manage the increase in users, all while getting used to working from residence themselves.
Producing a 24/7 solution
At the exclusive beta phase we were using feedback from users to advance the service-- as we opened it up additionally this responses came to be much more crucial. There was a clear family lawyer demand for a few changes such as 24/7 schedule. The service was originally designed to just be readily available when the legacy backend system was readily available, in between 8am to 8pm during the week, and also not on weekend breaks.
We had a lot of feedback asking why it was not readily available after 8pm, so we developed our very own backend to save the application data temporarily, until the heritage system became available. Around 20% of individuals currently finish their applications in that 'offline' amount of time, which shows the advantages of responding really quickly and also taking customer feedback on board.
One more item of feedback we obtained from individuals related to them intending to verify invoice of their application. So, as part of our routine models, we provided an attribute that enables users to register for an email verification that their application has actually been gotten utilizing the Gov.Notify system. Around 99% of on the internet users have actually selected to utilize this facility, which just shows how beneficial it has actually been as reassurance for people making an application for Youngster Upkeep.
The hard work settles
Throughout the summertime and into autumn, the team worked continuously to introduce new attributes, with adjustments deployed on a nearly once a week basis. It was an unrelenting rate and also was testing sometimes-- for example for those people home education our youngsters. Having a common objective helpful to obtain cash to families that need it was a really motivating element during these times.
That hard work implied that we were able to take the item via a Federal government Digital Solution (GDS) public beta evaluation in wintertime. It passed with flying colours, which was a truly happy moment for everybody involved in the project. We were also just recently identified with a team honor at an internal honors ceremony, which was a nice means to celebrate the means we've collaborated.
Until now, over 59,000 people have utilized the digital solution to apply for Youngster Upkeep, which is around 80% of all applicants. The telephone service is still there for those that need it, however the variety of online applications remains to expand.
This isn't the end of the digital journey for this solution either. We're now proceeding a new roadmap for additional transformation of the end-to-end solution, as well as we'll remain to pay attention to user demands, as well as make changes and also enhancements to make it as very easy as possible for individuals to obtain and also handle their Youngster Maintenance plans.
It's definitely been a difficult year for everybody, however I rejoice that I'll have the ability to look back at when our group rose to the challenge as well as supplied for individuals when they needed us most.