Self-guided: Update partner support process - Githubissues

GSA / notifications-admin

The UI of Notify.gov

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Self-guided: Update partner support process #1602

Open ecayer opened 3 weeks ago

ecayer commented 3 weeks ago

As agreed on Slack

Document the existing process, gather what we like & dislike about it
Research/synthesize what other Solutions teams are doing
Agree some guiding principles for issue response/ partner support
Co-design a new process
Return to the SLAs document, making sure we've answered all the key questions.

Needs some IA around collecting this information and decision-making

Sub-things & related work in flight: Hunting down ZenDesk licenses Thoughts on Customer Support (https://docs.google.com/document/d/1i5ahc5E0GcWPC3iD2Tt2X6oaeZf6PPwcnXPr31LZzHo/edit#heading=h.jrzkwtqy08yu) SLAs doc (https://docs.google.com/document/d/1vPtA8PLcUwXT1buT1BihmB8RQk4HmMxA6sOXjd9hEwY/edit) Design Chunks Miro board Making a service live https://docs.google.com/document/d/1d_5SD1RvWnJkYSCUa4Ra2Nh8Ppd0s-eGqnI0MFtQrts/edit#heading=h.np03z7929u4n Also FAS CASE

Research from other places Login.gov: https://docs.google.com/document/d/10hgUeh7wrScLWvFUm_P6Ul_KWzBLLPkhJbN6J_Vkh5I/edit#heading=h.dvnagtjoq92o

Do we want to include documenting the overall process for partner management here or separately? (e.g. assigning numbers, creating service, etc)

Definitely still scoping!

ecayer commented 3 days ago

Agreed with @em-herrick and Cathy that we will not research with partners up-front. We think we know enough about how they are feeling, we are at risk of over-researching them, and some of the most interesting partners are still in the middle of support cases.