Helpdesk Service

Summary

Providing a place to ask implementation questions and direct access to talk to someone about adopting the standard. A Contact Relationship Management (CRM) system can be used to track the different actors engaging with a standard, including implementers, users and support providers.

Description

  • A helpdesk email address provides an accessible, on-demand, asynchronous way for questions about the standard to be answered. They may go to a single person, or a team may share an inbox and prioritise work accordingly.

  • A direct phone number provides rapid access to implementation support, and can help to build relationships between implementers and those maintaining the standard. It can encourage little-and-often access to support, which may help implementers avoid early misunderstandings. However, many implementation issues require sharing of data or in-depth investigation, which can’t be easily carried out over the phone.

  • A CRM may be used for:

    • Outreach and engagement - identifying potential standard adopters, users and champions, and keeping track of communication and engagement with them;

    • Knowledge management - keeping track of communication with particular standard adopters; making sure technical support and policy engagement is joined up; and providing access to consistent technical support answers;

    • Time tracking - to supported charging by helpdesk consultants, or to allow reporting on which adopters require the greatest investment of time and support;

    • Reporting - to track progress towards key adoption metrics, and to measure key performance indicators for a helpdesk;

Useful CRM features for supporting a standard include:

  • Contact profiles

  • Task tracking

  • Agile board

  • E-mail integration or e-mail helpdesk

  • Knowledge base

Examples

  • The Open Contracting Data Standard makes use of a customised instance of RedmineUp, using the helpdesk plugin to create new contacts for each incoming e-mail, and using time-tracking against tickets for regular reporting.

  • 360Giving uses Salesforce to track the progress of publishers.

Prioritisation Factors

  • If there are implementers who aren’t already part of the network creating the standard

  • Direct phone number: If implementation questions can easily be answered over the phone

  • CRM:

    • The standard needs to report on levels of adoption

    • The standard is providing a helpdesk to adopters

    • There are multiple teams engaging with each adopters

Deprioritisation Factors

  • Direct phone number: If there aren’t sufficient staff or volunteers to offer the level of cover expected

  • CRM:

    • The standard is early stage

    • There is no central support offer