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GDS
Liz Lutgendorff
Senior programme analyst
Government Digital Service
@sillypunk
GDS
GDS
Jon Sanger
Content product lead
Government Digital Service
@VonSangertron
GDS
GDS
How to write a good change
request
3
GDS
How does the GOV.UK
content team work?
GDS
First, some terminology
GDS
1st line
2nd line
3rd line/backlog
GDS
There are 4 parts to the
GOV.UK content team
GDS
Mainstream content or
specialist/Whitehall?
GDS
Our backlog is prioritised by:
● deadline
● effect on users (and evidence)
● age of request
GDS
Fact check
received
2i review Ready Published
Out for
fact check
Draft
Amends
needed
GDS
Request for updates come
via a support ticket
GDS
https://support.publishing.service.gov.uk/
GDS
We monitor Zendesk on a
rota basis
GDS
The 10-minute rule
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.
GDS
GDS
GDS
GDS
We all work better with good
change requests
GDS
How would you write the
request?
GDS
15 minutes to write the
change request
GDS
Now pass your request to
another table, we’ll see if
they can understand it
GDS
How well was your request
understood?
GDS
Your cheat codes
GDS
Use good titles for your
change requests
GDS
View driving licence: update
service URL
GDS
Break up large requests into
smaller ones
GDS
Don’t lead the user into any
dead ends
GDS
Evidence wins the day
GDS
Yes, you can suggest
wording
GDS
Real deadlines only
GDS
Don’t be afraid to explain
the complicated things
GDS
Conversations don’t have to
start with Zendesk
GDS
Know your content product
lead
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
GDS
John Turnbull:
personal tax, education and learning,
housing and local services, disability,
births, deaths and marriages, culture
and international development
GDS
Jon Sanger:
visas, immigration, driving as a
citizen, debt, medicine and health,
devolved administrations and regions,
national statistics, crime, justice and
the law
GDS
Abigail Waraker:
work, jobs, pensions, citizenship and
living in the UK, living abroad,
passports, travel, the Civil Service,
running government
GDS
If we don’t know who’s right,
we can test
GDS
We do actually have phones
GDS
We’re working on making
our backlogs more open
GDS
If you’ve got ideas talk to
our user researchers: David
McCrae and Natalie Baron
GDS
Come and work with us
GDS
Liz Lutgendorff
@sillypunk
Jon Sanger
@VonSangertron
GDS

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