Source of Requests
Historically, AusSeabed client requests have been sourced through:
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Moving forward, all client requests for AusSeabed data products and support should be sent to the AusSeabed inbox (ausseabed@ga.gov.au). Alternative staff/inboxes should alert clients that their request is being forwarded to AusSeabed with encouragement to send directly to AusSeabed in the future.
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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In the meantime, check our Frequently Asked Questions page to see if your question has already been answered.
Please do not reply to this email.
Kind regards,
AusSeabed Team
Manual Response
As per the automated response, all clients should receive a response to their request within three business days.
Logging all Client 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:
Section Theme | Section Specifics | Description | Mandatory/Optional |
Status | Status | The status of the case, starting ‘Open’ and updating to ‘Closed’ upon completion | Mandatory |
Request Context | Request Source | The source (person/inbox) of the request | Mandatory |
Client Name | The name of the requesting client | Mandatory | |
Client Organisation | The organisation of the requesting client | Mandatory | |
Date Received | The date the request arrived in the source | Mandatory | |
Request Theme | The theme of the request | Mandatory | |
Secondary Request Theme | In the case that a client has multiple requests within a single email, a secondary request theme can be listed | Mandatory | |
Request Actions | Actioner | The employee responding to the request | Mandatory |
Escalated to | The employee the case has been escalated to | Optional | |
Date Responded to | The date the request was first manually responded to | Mandatory | |
Date Completed | The date the request was completed and the status changed to ‘Closed’ | Mandatory | |
Data Specifics *Only fill in if manually sending the client data* | Data Requested | The name of the data requested | Optional |
Total Size of Data | The total size of the data requested | Optional | |
Transfer Medium | The medium used to transfer the data to the client | Optional | |
Archive Directory Location | Where, in GA, the data is located | Optional | |
Comments | Comments | Comments that provide details of the case and the solution provided | Mandatory |
Outlook
All requests and solution emails should be saved to HPE Content Manager.
To do this, a “Check In Style” needs to be created in Outlook that activates when emails are dragged from the inbox into the ‘”ASB Client Requests” folder.
If this process has not been set up yet, follow the instructions provided.
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