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Sprint GO: Zendesk and the art of more successful maintenance

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Sprint GO: Zendesk and the art of more successful maintenance

Government Digital Service

January 30, 2014
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  1. 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
  2. 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
  3. 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
  4. GDS Albert Massa GDS Out of hours number on support

    form - leave a message if no answer
  5. 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
  6. 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
  7. 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
  8. 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”
  9. 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)
  10. GDS Albert Massa GDS GDS currently has about 250 agents

    working in 50 groups These groups are arranged in a three- tiered support structure
  11. 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
  12. 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
  13. 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
  14. 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
  15. GDS Albert Massa GDS Since the GOV.UK launch on 17

    Oct, we are resolving on average ~230 external contacts per day using Zendesk
  16. GDS Albert Massa GDS In our current structure, more than

    88% of the contacts handled have been resolved in 1st Line groups
  17. GDS Albert Massa GDS We are managing to a fve

    business day SL and have resolved ~94% of our external volume within that threshold
  18. 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)