Sprint GO: Zendesk and the art of more successful maintenance

by Government Digital Service

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Albert Massa @awmassa Operations Manager John Turnbull @turnbullja Associate Product Manager Government Digital Service

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Zendesk... ...and the art of more successful maintenance GDS John Turnbull & Albert Massa GDS

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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

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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

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GDS John Turnbull GDS

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GDS John Turnbull GDS Or go direct to: www.gov.uk/support/internal

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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

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GDS John Turnbull GDS

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GDS John Turnbull GDS So what issues can I raise?

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GDS John Turnbull GDS

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GDS Albert Massa GDS Out of hours number on support form - leave a message if no answer

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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

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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

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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

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GDS Albert Massa GDS Behind the scenes

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GDS Albert Massa GDS GDS currently has more than 92,000 end-users in our Zendesk

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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”

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GDS Albert Massa GDS Zendesk contact volume and internal team structure

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GDS Albert Massa GDS Basic split: Anonymous (~45% of Total) Named (~55% of Total)

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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)

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GDS Albert Massa GDS GDS currently has about 250 agents working in 50 groups These groups are arranged in a three- tiered support structure

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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

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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

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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

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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

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GDS Albert Massa GDS Since the GOV.UK launch on 17 Oct, we are resolving on average ~230 external contacts per day using Zendesk

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GDS Albert Massa GDS In our current structure, more than 88% of the contacts handled have been resolved in 1st Line groups

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GDS Albert Massa GDS We are managing to a fve business day SL and have resolved ~94% of our external volume within that threshold

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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)