More than a helpdesk: user support's role in helping GOV.UK Notify send 12 billion messages
AI Summary
GOV.UK Notify scaled to 12 billion messages by integrating user support directly into its engineering and product development lifecycle. The team uses support data to drive feature maturity, transitioning manual tasks into self-service capabilities. Developers, designers, and managers share support rotas, helping the team gather insights, reduce friction, and prioritize continuous improvements.
Key Takeaways
- GOV.UK Notify reached 12 billion messages by May 2016 through 2026, handling rapid scaling with steady support ticket volumes.
- The support model relies on an in-house rotation where developers handle technical queries and product managers handle non-technical ones.
- Support data and topic tagging are utilized to identify bottlenecks, guide quarterly planning, and drive self-service feature development.
Why it matters
Integrating engineering teams into user support bridges the gap between development and real-world usage. By treating support tickets as a vital data source for product maturity, engineering organizations can scale efficiently, identify root causes, and automate repetitive tasks into self-service features.
GOV.UK GDS BlogRead Original Article
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