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How to Make State Business Services Better, with Automation by Atlassian

May 28, 2020 5:31:07 PM

Moving through processes faster, improving service responses, and reducing unnecessary workloads are three great ways to make state business services better, less costly and more efficient. Digital project management, service desk, and knowledge management tools can provide these benefits and more with powerful yet easy to use automation features. Here are 3 ways that the Business Services Division of Secretary of State departments can use automation to improve job satisfaction, reduce costs, and at the same time boost the state’s economic development, with Atlassian solutions.

At Atlassian, we help teams of all shapes and sizes work better and more efficiently with an integrated and comprehensive set of tools, services, and playbooks. For this example, we will look at the automation capabilities within three of our tools: Jira Core, Jira Software, and Confluence.

Make Workflows Move Faster with Jira Core

Jira Core is designed for managing projects and keeping teams organized. Workflows are one of its most powerful features. From simple to complex, you define the workflows to match your process, tasks, and tracking needs. As tasks move through the workflow, built-in automation makes the process faster and easier. For example, you can have new business license applications automatically routed and assigned to the appropriate team member based on current workload, expertise, or any other criteria. Make things simpler and reduce confusion by hiding fields that are not necessary for the current application or status. Modify field permissions and restrictions to ensure the right people act on the right things at the right times. Or generate automatic email notifications to key stakeholders when applications change status, including external addresses such as the person who submitted it. By automating workflows, you spend less time on administrative tasks and more time on strategic ones.

Create Automatic Reminders for Open Issues with Jira Service Desk

Jira Service Desk is ideal for delivering exceptional services, and issue tracking is a core component. You can see and collaboratively resolve issues based on your defined set of priorities. Sometimes your team gets really busy, perhaps with an unusual flood of queries or new applications, causing them to overlook a few open issues. In a manual world, these slipups may not come to light until a detailed status review meeting or the originator complains, negatively impacting service targets and satisfaction ratings. Automating reminders eliminates this risk. For each different status you can easily specify how long an issue can remain unchanged before a notification is sent, in minutes, hours, or days. This simple trick keeps things flowing and ensures that the team processes issues in the proper order and timeframe. It also serves as the baseline for some pretty great team performance analytics.

Use Page Templates to Improve Operations with Confluence

Confluence provides a team workspace for collaborating and organizing work. Confluence page templates are essential building blocks for reducing duplication and enhancing compliance. There are many ways to choose templates, whether provided by Atlassian right out-of-the-box, available from our extensive marketplace, or created for your specific needs. Staff get a jump start on their work by using a template instead of starting from a blank entry. For example, a meeting notes template starts things off quickly by automatically bringing forward open action items. Add your agenda, record discussions and decisions during the meeting, and update action items as they are worked on. These are a tremendous boost for remote or distributed teams, too. Teams collaborate more easily and stay on the same page at the same time—with each team member seeing the updates in real-time. Team members each have their own to-do lists generated from these and other meeting notes, giving them a complete and up-to-date view of what they need to work on.

Automation makes things work faster, improves response times, and results in higher job satisfaction. State business services departments can leverage Atlassian’s powerful, easy-touse automation to enhance productivity, respond faster, and help fuel their state’s economic development.

Written by Atlassian

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