Standard Client Request Workflow

Source of Requests

Historically, AusSeabed client requests have been sourced through:

AusSeabed Inbox
Client Requests Inbox
Individual Staff Members
Marine & Antarctic Inbox

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 sprint prioritisation 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:

Thank you for emailing AusSeabed! You should receive a reply within three business days.

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 from the AusSeabed email (ausseabed@ga.gov.au) within three business days.

Logging 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.

Closing a Case

In order for a case to be closed:

A solution must be provided to the client
If necessary, the case owner should follow up with relevant staff to confirm the solution has been provided
The case must be closed within the logging sheet
The case must be moved to “Done” in JIRA

AusSeabed Internal Processes