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How to write a good change request

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Jon Sanger and Liz Lutgendorff (GDS)

Published in: Government & Nonprofit
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How to write a good change request

  1. 1. GDS Liz Lutgendorff Senior programme analyst Government Digital Service @sillypunk GDS
  2. 2. GDS Jon Sanger Content product lead Government Digital Service @VonSangertron GDS
  3. 3. GDS How to write a good change request 3
  4. 4. GDS How does the GOV.UK content team work?
  5. 5. GDS First, some terminology
  6. 6. GDS 1st line 2nd line 3rd line/backlog
  7. 7. GDS There are 4 parts to the GOV.UK content team
  8. 8. GDS Mainstream content or specialist/Whitehall?
  9. 9. GDS Our backlog is prioritised by: ● deadline ● effect on users (and evidence) ● age of request
  10. 10. GDS Fact check received 2i review Ready Published Out for fact check Draft Amends needed
  11. 11. GDS Request for updates come via a support ticket
  12. 12. GDS https://support.publishing.service.gov.uk/
  13. 13. GDS We monitor Zendesk on a rota basis
  14. 14. GDS The 10-minute rule
  15. 15. GDS How many tickets? In 2015, the content team received: ● 5,545 content changes and advice ● 954 for training and accounts ● 1,816 public tickets 8,215 in total.
  16. 16. GDS
  17. 17. GDS
  18. 18. GDS
  19. 19. GDS We all work better with good change requests
  20. 20. GDS How would you write the request?
  21. 21. GDS 15 minutes to write the change request
  22. 22. GDS Now pass your request to another table, we’ll see if they can understand it
  23. 23. GDS How well was your request understood?
  24. 24. GDS Your cheat codes
  25. 25. GDS Use good titles for your change requests
  26. 26. GDS View driving licence: update service URL
  27. 27. GDS Break up large requests into smaller ones
  28. 28. GDS Don’t lead the user into any dead ends
  29. 29. GDS Evidence wins the day
  30. 30. GDS Yes, you can suggest wording
  31. 31. GDS Real deadlines only
  32. 32. GDS Don’t be afraid to explain the complicated things
  33. 33. GDS Conversations don’t have to start with Zendesk
  34. 34. GDS Know your content product lead
  35. 35. GDS Andy Keen: businesses and the self-employed, employing people, commercial driving and specialist transport, energy, environment and countryside, competition and innovation, intellectual property, defence and the armed forces
  36. 36. GDS John Turnbull: personal tax, education and learning, housing and local services, disability, births, deaths and marriages, culture and international development
  37. 37. GDS Jon Sanger: visas, immigration, driving as a citizen, debt, medicine and health, devolved administrations and regions, national statistics, crime, justice and the law
  38. 38. GDS Abigail Waraker: work, jobs, pensions, citizenship and living in the UK, living abroad, passports, travel, the Civil Service, running government
  39. 39. GDS If we don’t know who’s right, we can test
  40. 40. GDS We do actually have phones
  41. 41. GDS We’re working on making our backlogs more open
  42. 42. GDS If you’ve got ideas talk to our user researchers: David McCrae and Natalie Baron
  43. 43. GDS Come and work with us
  44. 44. GDS Liz Lutgendorff @sillypunk Jon Sanger @VonSangertron GDS

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