On this page:
At a glance
Overview
GovCMS’ challenge
For the first four years of operation, the dedicated 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.
GovCMS’ transformation
Salsa and built a dedicated service desk from the ground up, customised to ’s needs. Tickets are raised via the online ticketing system and then triaged and assigned to the best team/person. The service is backed by a service-level agreement (SLA) to ensure specific response times, depending on the ticket’s priority level.
The outcomes
A dedicated and unified service desk
A customised service desk experience that meets GovCMS’ needs
Faster turnaround for customers requiring service desk help
Improved customer satisfaction
Detailed case study
Below is detailed information on the challenge, transformation and final outcomes/benefits.
GovCMS’ challenge — servicing GovCMS clients
The contract was coming to an end and the Department of went out to tender for a vendor to build GovCMS2.0. As part of the contract, Finance was also looking for a strong service desk solution. In Salsa’s tender response, we proposed a dedicated service desk solution that would provide more transparency, faster responses, and greater customer satisfaction.
GovCMS’ transformation — a customer-focused service desk
As part of our role supporting the entire GovCMS , Salsa and 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 (such as customising a field in the ticket form or changing the workflow process) 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 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 and 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 , directing future planning for training and other customer support methods.
The 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 , 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
About GovCMS
The Department of (Finance) owns the GovCMS , a whole-of-government digital platform for use across all levels of government in Australia. GovCMS is built on , an award-winning, enterprise-grade CMS that’s easy to use, stable, highly secure and open source (no license fees).