Case Study: How Atlassian’s integrated service desk, project management, and knowledge management tools make running an elections department easier and more efficient.
Election day is fast approaching, and the State Department is busy getting ready. As the election division coordinator, you grab your favorite caffeine and start the day reviewing project statuses and service desk queues. You’ve got 15 minutes before your first meeting, and you figure that’s just enough time to get up to speed on all of the activities in motion.
Bringing up Jira Core, you skim the project dashboard, pleasantly noting that the majority of projects are running in the green. Looking at the summary of high-priority issues, you quickly review to see if anything significant has changed. One of the issues has been resolved by the extended team last night, so that’s good news! Another, completing training materials for the new election machines, is still at the top of the list. Moving that project along will be one of today’s focus areas.
Next, you check out the internal service desk and their queues. The internal queue is relatively quiet so far and running well within the department’s defined service targets. You know that this is going to ramp up significantly as more workers and volunteers are brought on board. Completing the training materials and supporting knowledge base will be critical to keeping the service desk queues short and manageable.
As you move to review the details of the election machine training, you get an escalation notification from the internal service desk. With a single click, you open the notification. There is a question from a poll worker about sanitizing voting machines, which is not covered in the vendor materials or the online knowledge base. Knowing that this is an urgent but vendor-specific issue, you increase the ranking and add the vendor contact as a collaborator on the issue, automatically notifying them, and close out the notification.
While waiting for the vendor’s response, you head to the internal Confluence pages on voting machine operations and add new headings for a section on sanitization. Just then, you receive a Jira notification from the voting machine vendor. As you hoped, the vendor has already written guidelines on how to sanitize their products, added the documents to the open issue, and updated the workflow status back to you.
Reviewing the guidelines, you realize that implementing this process will create some additional complications, including the potential for scanner jams if ballots get damp from the sanitizing solution, and increased delays between each voter as the machines are cleaned. Heading back to the internal Confluence pages, you update the training guides with sub-section headings for checklists and recommended remediations. Checking the staff filter to see who has the fewest open and critical issues, you assign the task of updating these new sanitization sections to the appropriate people.
Returning to the sanitization Jira Service Desk query, you add links to the relevant documents, and set the issue to "Resolved." The poll worker who asked about sanitizing is notified, reviews the documents, and can reopen the issue if they have any follow-up questions. The service agent also gets notified the issue has been resolved and adds a quick knowledge base article on the question. Future sanitization queries on the service desk site will now show this article and the supporting documents, deflecting further sanitization queries from the live agents.
You check your watch - 3 minutes to go. Just enough time to swing by the coffee machine on your way to your morning staff meeting.
This is just one example of how Atlassian’s integrated service desk, project management, and knowledge management tools make running an elections department easier and more efficient. Frontline workers, office staff, and even external vendors are linked together into an extended collaborative team fabric. Issues are raised and resolved faster. As new questions and unanticipated issues come up, they are quickly assigned to the right people and results disseminated to all those interested and affected. The entire team has the transparency, communication, and guidance they need to be more effective in their part of the election compliance process.
For more information, check out our website for resources your department needs to manage uncertainty and changes during this election season.