How the GOV.UK Content Team Works
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This document provides information about how the Government Digital Service (GDS) content team works. It discusses their process for handling change requests, which come in through a support ticket system. The content team prioritizes the backlog of requests based on deadline, impact on users, and age of the request. They also outline who the content product leads are for different policy areas. The document encourages writing clear, specific change requests to help the content team understand what changes are needed.
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How the GOV.UK Content Team Works
- 1. GDS Liz Lutgendorff Senior programme analyst Government Digital Service @sillypunk GDS
- 2. GDS Jon Sanger Content product lead Government Digital Service @VonSangertron GDS
- 3. GDS How to write a good change request 3
- 4. GDS How does the GOV.UK content team work?
- 6. GDS 1st line 2nd line 3rd line/backlog
- 7. GDS There are 4 parts to the GOV.UK content team
- 9. GDS Our backlog is prioritised by: ● deadline ● effect on users (and evidence) ● age of request
- 10. GDS Fact check received 2i review Ready Published Out for fact check Draft Amends needed
- 11. GDS Request for updates come via a support ticket
- 13. GDS We monitor Zendesk on a rota basis
- 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. GDS
- 17. GDS
- 18. GDS
- 19. GDS We all work better with good change requests
- 20. GDS How would you write the request?
- 21. GDS 15 minutes to write the change request
- 22. GDS Now pass your request to another table, we’ll see if they can understand it
- 23. GDS How well was your request understood?
- 25. GDS Use good titles for your change requests
- 26. GDS View driving licence: update service URL
- 27. GDS Break up large requests into smaller ones
- 28. GDS Don’t lead the user into any dead ends
- 29. GDS Evidence wins the day
- 30. GDS Yes, you can suggest wording
- 32. GDS Don’t be afraid to explain the complicated things
- 33. GDS Conversations don’t have to start with Zendesk
- 34. GDS Know your content product lead
- 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. GDS John Turnbull: personal tax, education and learning, housing and local services, disability, births, deaths and marriages, culture and international development
- 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. GDS Abigail Waraker: work, jobs, pensions, citizenship and living in the UK, living abroad, passports, travel, the Civil Service, running government
- 39. GDS If we don’t know who’s right, we can test
- 40. GDS We do actually have phones
- 41. GDS We’re working on making our backlogs more open
- 42. GDS If you’ve got ideas talk to our user researchers: David McCrae and Natalie Baron
- 43. GDS Come and work with us