How GDS provides user support
GDS teams follow Service Manual guidance on setting up and managing user support.
GDS teams operate support models that are aligned to the needs of the users that they are supporting. For example, the GOV.UK Pay team supports users working in government departments that are using GOV.UK Pay or considering doing so. GOV.UK and One Login support both government and non-government users.
Support lines for your service
However the support model varies, teams will have multiple ‘lines’ of support.
1st line user support
1st line support provide resolution for basic user enquiries and triage frequent, repeatable incidents. For example, issues signing in.
The GDS User Support team provides 1st line support for many teams in GDS. Contact the User Support team using the #user-support Slack channel.
2nd line technical support
2nd line support provide direct incident resolution (see incident management) and triage user requests. For example, when users receive timeout errors or performance issues.
3rd line product teams
3rd line support are technical specialists associated with an existing product team. Their involvement in incident management is limited to the diagnosis and resolution of more complex incidents, such as a data or security breach, or a complete service outage.
Document routes to support
Document the routes into each support line for your service. For example, users might contact 1st line support using an online form or by email. 2nd line support respond to issues raised through 1st line support and also alerts from failed tests, monitoring and vulnerability scans.
Understanding your service’s routes into support will make sure support and product teams monitor the relevant channels. It will also make sure your service users and team understand how to reach the level of support they need.
Support hours and support rotas
Document and share your support team’s operating hours. Many GDS teams operate a rota for their 2nd line support and escalation contacts.
Zendesk
Most GDS teams use Zendesk to manage communications with service users. The User Support team work with GDS teams to help manage Zendesk setup and configuration, for example with:
- adding and removing Zendesk accounts
- choosing agent types, groups and ‘pass-through’ to other government departments
- General Data Protection Regulation (GDPR) considerations, such as data disclosure and data retention
- general best practice guidance
For help using Zendesk in GDS, contact the User Support team using the #user-support Slack channel