This document discusses how the GOV.UK content team works. It notes that there are four parts to the team and that requests for updates come through a support ticket system monitored on a rota basis. The team prioritizes its backlog based on deadline, effect on users, and age of request. In 2015, the team received over 8,000 tickets total relating to content changes, training, and public inquiries. It provides contact information for several content product leads and encourages collaborating with the team.

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Liz Lutgendorff
Senior programme analyst
Government Digital Service
@sillypunk
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Jon Sanger
Content product lead
Government Digital Service
@VonSangertron
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How to work better with
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How does the GOV.UK
content team work?

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There are 4 parts to the
GOV.UK content team

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Request for updates come
via a support ticket

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https://support.publishing.service.gov.uk/

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We monitor Zendesk on a
rota basis

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The 10-minute rule

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Our backlog is prioritised by:
● deadline
● effect on users
● age of request

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Fact check
received
2i review Ready Published
Out for
fact check
Draft
Amends
needed

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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.

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We all work better with good
change requests

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How would you write the
request?

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15 minutes to write the
change request

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Now pass your request to
another table, we’ll see if
they can understand it

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How well was your request
understood?

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Your cheat codes

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Evidence wins the day

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Know your content product
lead

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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

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John Turnbull:
personal tax, education and learning,
housing and local services, disability,
births, deaths and marriages, culture
and international development

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Jon Sanger:
visas, immigration, driving as a
citizen, debt, medicine and health,
devolved administrations and regions,
national statistics, crime, justice and
the law

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Gwen Cheeseman:
work, jobs, pensions, citizenship and
living in the UK, living abroad,
passports, travel, the Civil Service,
running government

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http://bit.ly/contentbacklog

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Yes, you can suggest
wording

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Real deadlines only

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Conversations don’t have to
start with Zendesk

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We do actually have phones

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Come and work with us

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If we don’t know who’s right,
we can test

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Don’t be afraid to explain
the complicated things

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Sign up with our user
researchers: Andrea Lewis
and Natalie Baron

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Keep talking

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Liz Lutgendorff
@sillypunk
Jon Sanger
@VonSangertron
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