Sprint GO: Zendesk and the art of more successful maintenance

Transcript

1. Albert Massa @awmassa Operations Manager John Turnbull @turnbullja Associate Product Manager Government Digital Service
2. Zendesk... ...and the art of more successful maintenance GDS John Turnbull & Albert Massa GDS
3. GDS John Turnbull GDS Zen what?! Customer service software, allowing: you to report an issue or make a request, and then track progress GDS to manage a high volume of requests and allocate work effciently
4. GDS John Turnbull GDS So what do I do? To raise a call, use the support form - this overlays Zendesk, simplifying the process and allowing you to categorise your request
5. GDS John Turnbull GDS
6. GDS John Turnbull GDS Or go direct to: www.gov.uk/support/internal
7. GDS John Turnbull GDS You may never need to log-in to Zendesk itself - raise a call via the support form, track it via email
8. GDS John Turnbull GDS
9. GDS John Turnbull GDS So what issues can I raise?
10. GDS John Turnbull GDS
11. GDS Albert Massa GDS Out of hours number on support form - leave a message if no answer
12. GDS John Turnbull GDS Do • include all relevant detail in your ticket • respond promptly to requests for further information • ask for new support form categories if necessary
13. GDS John Turnbull GDS Don't • include irrelevant detail • use ‘Is anything wrong with this page?’ link on GOV.UK • use the ‘Contact GOV.UK’ form • use ‘General’ category for issues that could go elsewhere - causes delays • raise more than one issue per ticket
14. GDS Albert Massa GDS Logging-in to Zendesk itself different password to support form use for tracking or updating rather than raising new calls new view vs old view
15. GDS Albert Massa GDS Behind the scenes
16. GDS Albert Massa GDS GDS currently has more than 92,000 end-users in our Zendesk
17. GDS Albert Massa GDS Of those, more than 3,700 are associated with a government department, agency, or ALB, and these are grouped into about 60 “organisations”
18. GDS Albert Massa GDS Zendesk contact volume and internal team structure
19. GDS Albert Massa GDS Basic split: Anonymous (~45% of Total) Named (~55% of Total)
20. GDS Albert Massa GDS Further splits of named contacts: External: (~53% of Total) 1. Public (~50% of Total, 91% of Named) 2. Gov’ t (~3% of Total, 9% of Named) Internal: (~2% of Total, 4.5% of Named)
21. GDS Albert Massa GDS GDS currently has about 250 agents working in 50 groups These groups are arranged in a three- tiered support structure
22. GDS Albert Massa GDS First line 8 groups First touch point for contacts from the public and for anonymous enquiries Contacts are responded to and usually resolved immediately; some are transferred to an escalation group for further action after the initial response
23. GDS Albert Massa GDS Second line 5 groups Escalation points for some public contacts, and the frst touch point for most contacts from gov’t users Contacts in 2 nd Line groups are generally resolved within one week
24. GDS Albert Massa GDS Second/third line 8 groups Escalation points for workfows that do not require a dedicated 2 nd -3 rd line split Contact volumes in 2 nd/ 3 rd Line groups are generally low, and most can also be resolved within a week, although a few items may take longer
25. GDS Albert Massa GDS Third line 25 groups Escalation point for contacts requiring more detailed, planned work (mostly software development or editorial) by dedicated specialists
26. GDS Albert Massa GDS Since the GOV.UK launch on 17 Oct, we are resolving on average ~230 external contacts per day using Zendesk
27. GDS Albert Massa GDS In our current structure, more than 88% of the contacts handled have been resolved in 1st Line groups
28. GDS Albert Massa GDS We are managing to a fve business day SL and have resolved ~94% of our external volume within that threshold
29. GDS Albert Massa GDS For more information on the support standards and processes, see https://insidegovuk.blog.gov.uk (search for 'support requests' when you get there)