In Part 1 of this series, we talked about using Jira Service Management (JSM) to modernize 311, a non-emergency phone number that people can call in many cities to find information about services, make complaints, or report problems like graffiti or road damage.
We walked through the basic flow:
- Allow any citizen to create a request, log a complaint, or just provide some relevant neighborhood information.
- Triage the request to ensure it is routed to the correct department and team.
- Prioritize the request against all of the open work to be done.
- Eventually, work the task and complete it.
We concluded Part 1 by working through Step 2, triaging a request. Time to work through the rest of the flow!
Now that the ticket has successfully been triaged, it is ready for the team to prioritize. There are several different ways teams can prioritize their workload, but the most visual (and my favorite) way is by using a Kanban board. A good Kanban board will be a combination of columns (workflow) and rows (swim lanes).
Jira Service Management uses the power of Jira and its workflow engine (more on that later...) to help all teams work more efficiently. The workflow engine is very powerful and in fact, you can have a unique workflow for each issue type. For example, handling an Animal Control issue is much different than handling a graffiti complaint, so there are two different workflows for each type of issue, and that's what JSM allows you to do.
On a Kanban board, you may want to see both issues and understand where they are in their workflow. This is what a JSM Kanban board will let you do: You define the commonality of the workflows (e.g. To Do, In Progress, Done) and map that to columns. Now you have all of your issues, with all of their unique workflows, on one board. From there, you can drag and drop them in the same column to prioritize, the most important issues are at the top.
Row (Swim Lane)
Swim lanes can be added to a board to help group like items together. In our previous example, grouping all of the Animal Control issues together helps the team to focus in on specific problem areas and prioritize within those areas.
Getting issues to "done" is what any citizen/customer-facing organization is trying to do. This is where you need a tool that will help to ensure the proper steps are being done in a timely manner and that there is a level of transparency for the citizen. JSM has you covered! The key elements are:
- Jira Workflow Engine - As previously mentioned, creating easy-to-follow-and-use workflows is a snap in JSM. If you can draw a Visio diagram, you can create a workflow. This will ensure that "must happen" steps are in place and will provide traceability of the lifecycle of any ticket created.
- Service Level Agreements (SLAs) - Create standards for your team on how responsive your organization should be. For example, you could create a two-part SLA: 1) We will respond to all graffiti reports within 3 business days, and 2) All graffiti tickets will be completed within 30 calendar days. There are no limits to the amount of SLAs you can establish and report on. Remember, if it doesn't get measured it won't get better.
- Customer Portal - You have already seen the customer portal, which is also how citizens can follow along on tickets. Your team can make public comments on the ticket, which will show in the portal and alert the user that there is new information.
- Reporting - With all of the work happening in the system, there are hundreds of reports that can be crafted to measure all sorts of things. This includes historic metrics to understand ticket volume, types of issues, and team efficiency. There are also future-looking reports to identify trends and predict future issues.
That gets us through our basic flow, but there is one topic left to cover in Part 3, using a Knowledge Base (KB) for citizen self service and reducing your ticket workload.