GEORGIA TECHNOLOGY AUTHORITY
REQUEST OFFICIAL VITAL EVENT RECORDS (ROVER)
During the COVID-19 pandemic, Ivan Sumter, Director of the Georgia Technology Authority’s Office of Data Sales, and his team created a seamless government digital experience for Georgia citizens, coaxing thousands of citizens from the brick-and-mortar world into the digital universe.
The Georgia Technology Authority’s (GTA) Request Official Vital Event Records, or ROVER (www.rover.ga.gov), helped Georgia’s Department of Public Health (DPH) improve the customer experience during the COVID-19 pandemic by making the website easier to navigate, streamlining processing, and setting expectations for receiving birth and death certificates ordered during the crisis. ROVER was created when GTA’s Office of Data Sales and DPH’s State Vital Records Office partnered to create a solution to support efforts to reduce fraudulent certificate orders. Since its launch, the teams have collaborated on multiple projects, making several improvements to the offering, and better serving Georgia’s citizens.
The most recent survey of customers who purchased certificates during the pandemic rated their ordering experience at 94% satisfaction. Georgia’s State Registrar for vital records says that during July through December 2020, ROVER orders increased by 46% compared to the same period in 2019. Continuously creating marketing campaigns to increase awareness of offering. Usage has significantly increased since launch, with a 46% increase in orders during the COVID-19 pandemic in 2020 over the same period in the prior year, and 50% of overall orders including mail-in, walk-in, and other online services (in 2020).
Ivan’s team has helped to streamline the ROVER fulfillment process so well that they did not suffer a significant slowdown in order processing even though the requests increased significantly. Vital Records suspects online orders will remain slightly higher post-COVID-19 than before the pandemic because more customers are aware of the opportunity and the ease of ordering online.