Sector(s)
Project Team
Other organisations involved:
Team members:
- Shona Barton
- Nick Austen
- Greg Netsas
- Steven Kotevski
- Peter Anderson
- Julie Erben
- Antoine Osanz
- Ivan Grynenko
- Ahmed Jabar
- Yusuf Hasan Miyan
- Sonny Kieu
- Alex Skrypnyk
- Steven Worley
- Stuart Rowlands
- Mark Calvert
- Con Fountas
- Shivan Jaikaran
- Kate Swayne
As the official service provider for GovCMS, Salsa Digital works with the GovCMS team to support the entire GovCMS program, including running the GovCMS Service Desk. The GovCMS Service Desk is a dedicated service for all government agencies currently using the GovCMS platform.
GovCMS’ challenge
For the first four years of operation, the dedicated GovCMS Service Desk wasn’t using the tools in a collaborative manner. This meant the support function didn’t run as smoothly as it could have.
Back to topGovCMS’ transformation — a customer-focused service desk
As part of our role supporting the entire GovCMS program, Salsa Digital and amazee.io run a dedicated service desk. The GovCMS Service Desk focuses on GovCMS customers, while providing full transparency to GovCMS/Finance, who can see all the tickets in the system as well as customer satisfaction feedback.
Once a ticket/issue is raised online, the ticket is triaged and assigned to the best team/person. The GovCMS Service Desk is customised to Finance’s needs and changes can easily be made.
The service desk also includes automation. For example if a ticket gets raised as ‘critical’ outside of business hours, it automatically triggers a PagerDuty incident for the infrastructure team. This initiates a phone call to the on-call team member.
As part of the GovCMS Service Desk function, Salsa Digital and amazee.io have also built up an extensive knowledge base of resources on specific topics that people can use to self-serve.
The service desk is monitored at the strategic level through regular reporting and meetings. It’s also backed by a service-level agreement (SLA) to ensure specific response times depending on the ticket’s priority level.
Tickets are categorised by subject matter, which provides important feedback to GovCMS, directing future planning for training and other customer support methods.
Back to topThe outcomes — improved customer service
- A collaborative and unified service desk
- A customised service desk experience that meets GovCMS’ needs
- Faster turnaround for customers requiring GovCMS Service Desk help
- Improved customer satisfaction
- Transparency for the Department of Finance, who can see all tickets and know what their customers are requesting
- Better teamwork to help serve the end customers
- Improved workflows because Salsa has tailored the internal service desk processes to meet Finance’s needs
Drupal was chosen as the preferred CMS for Australia’s Federal Government through the creation of the GovCMS platform, which was launched in 2015. GovCMS is designed to make it easier for government agencies to create modern, affordable, responsive websites. Importantly, GovCMS provides a whole-of-government platform to help consolidation across government departments. The fact that Drupal is open source means there are no expensive lock-in contracts, and GovCMS can build a Drupal/GovCMS community.
