Our client has primary responsibility for leading the delivery of support payments to a vulnerable section of the community. Parliament tasked our client’s business unit to manage a scheme whereby eligible members of the community could apply for payments and services as a redress for past trauma experienced.
The client had an extremely tight timeframe in which to implement a new online portal for accepting applications as part of this scheme. With less than four weeks to the Go Live date, following an announcement to the public about the package, Brooke and the client worked together to design, build and deploy a new digital portal for this vulnerable section of the community.
The existing process that accepted applications for the scheme was a paper based, manual process. Our client needed to find a way to streamline this process and make it accessible to the vulnerable community, and wider stakeholder groups who may apply.
They needed a solution as part of phase 1 of this project that:
Brooke understood the client’s vision and quickly aligned with what had to be implemented to achieve it. We understood the tight timeframe the team was working to, the importance of critical stakeholder requirements, and the complexity of their needs due to our extensive expertise in the public sector. With
the ability to be agile, Brooke could engage quickly, stand up the project immediately and, due to our
partnership with Salesforce, work with Salesforce to deliver the project on time.
Brooke and the client delivered the grants submissions portal to accept applications in the very tight
timeframe required, and on budget. The client’s team was well positioned to continue to build and streamline the case management system and process, to ensure applications continued to be processed efficiently and effectively to distribute funds to support the vulnerable community.
Brooke further collaborated with the client to deliver requirements to progress applications received, including use of eligibility rules for payments and ability for payments to be made.
Numerous content changes were designed and deployed to improve the end user’s application process experience, addressing feedback received from members of the community, including:
Feedback from the client: “Brooke has done a sensational job in what has been an extremely challenging project…Through all that uncertainty, the Brooke team was extremely patient and supportive whilst willing to accommodate our needs to ensure a positive outcome for our clients. I would not hesitate to recommend Brooke’s quality of work and can-do attitude to prospective clients.”
For government, building a redress scheme to right past wrongs and provide justice to vulnerable members of the community isn’t just about handing out money and leaving it at that. Today, redress schemes take a holistic approach, combining looking after the physical and mental health of the people affected, along with ongoing counselling – as well as providing financial assistance.Read more
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