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Whilst all client requests for AusSeabed data products and support should be sent to the AusSeabed inbox (ausseabed@ga.gov.au), historically some are sent to individual staff emails. In this instance, individual staff can either manage the response, following the guidelines below, or forward the enquiry to AusSeabed for management by Ops.
Types of Requests
Requests will either be “standard” or “bespoke”. Standard requests are considered recurring requests that can be solved through minimal time and effort by the case owner*. Responses to such requests can be modelled off the common requests and responses provided. Bespoke requests encompass all bathymetry data processing requests, including bespoke data requests that cannot be solved through referral to the AusSeabed Marine Data Portal. Bespoke requests are considered to be significantly more time consuming and therefore follow a more comprehensive workflow, see Incoming Client Request Workflow.
*Employee that takes ownership of the request and liaises with the client
Timeframe for Responding to Standard Requests
Automated Response
Clients that email AusSeabed receive an automatic reply that states:
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As per the automated response, all clients should receive a response to their request within three business days. Responses should be modelled off the common requests and responses provided.
Logging all Client
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Request Cases
HPE Content Manager
Once a client request arrives in the AusSeabed inbox, details of the request should be logged in D2020-117647 (AusSeabed Client Requests Log).
This Excel spreadsheet should be kept up to date throughout each case to maintain clarity and flexibility between staff members. The log sheet is separated into four sections detailed below:
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