AGL

When deciding what product best suits your needs, undertaking a Proof of Concept is the way to go to test whether a tool will meet your needs. This is what we did with one of the AGL Energy business teams.

About AGL

AGL Energy Ltd is public company listed on the Australian Stock Exchange.  AGL are involved in both the generation and retailing of electricity and gas for residential and commercial use.  They have a legacy of over 180 years providing electricity to the Australia market.

What was required

Investigate the value of leveraging a tool like JIRA Service Management to help manage the various queries that were being received within the Human Resources team.

What we did

Using our experience and knowledge of the Atlassian product suite, Accuteque delivered a proof of concept, delivering the JIRA Service Management Platform as part of the Business Service Portal. Within a day, we set up the JIRA Service Management module within a DEV environment where the Business Service Desk could accept requests from employees either via a portal or email. This would allow employees to track their queries in one central location.
When an email is sent from an employee to a shared mailbox the record was routed to go directly into the ‘unassigned’ queue of the HR Team for action. An agent was able to pick from the queue and identify which queue the ticket is to be allocated. Requests that were created via the Business Service Portal were already categorised by the selections that the employee chose and pushed into the correct queue.
Several request types and associated workflows were configured based upon common requests and used as part of the PoC.

The Result

Agents were able to manage the workloads that were being sent both via email and the portal. This enabled tracking of SLAs, workloads and traceability of who had worked on the request. The business was able to prepare a Business Case to support the need for a Service Management tool for tracking the volumes of business requests.