3 min read

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

By Atlassian on 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.

Topics: jira atlassian blog automation confluence government project-management atlassian-products
4 min read

Accessibility With Atlassian Products

By Amanda Babb on Dec 10, 2019 10:30:00 AM

Student Diversity is Key for Learning

Over the last two years, I've had the pleasure of partnering with Atlassian University to provide a wide range of training, including in-person courses, virtual courses, and even being the voice of Planning with Portfolio for Jira. If I had to count, I've likely delivered training to close to 1000 students since 2017 as an Atlassian Certified Instructor, but this week was a first – one of my students was blind. 

When teaching an Atlassian University course, we provide students with access to a virtual environment to practice the concepts presented. Each student is also provided soft copies of the slides as well as a lab workbook to guide them step-by-step through the environment. This particular course, Confluence Server Essentials, provides new users the opportunity to learn about the basics of Confluence. Navigation, page creation, blueprint usage, and collaboration features such as @ mentions, comments, and blogs are all covered in the full-day course. 

My blind student had a laptop with accessibility features and used the Jaws Screen Reader to help navigate the different UIs of the applications. He also had a colleague to assist him if needed. As I started the course, he was attentive and eagerly participated in the discussions. However, when it was time for everyone to log in to their environments and start the first set of exercises, I noticed that he was starting to fall behind. 

During the exercises, his assistant had a technical issue with her own laptop and asked if I would step in while she talked to tech support. I sat down and watched as he tried to navigate his screen reader through the Confluence System Dashboard and eventually to the correct Space to continue through the lab. This was my first time working with a screen reader, and I spent quite a bit of time wondering how it chose which parts of the screen to read. However, once we got into a rhythm, I was able to help him navigate to the correct menu. By the end of the time box, we managed to complete two of the four exercises. 

Accessibility in Atlassian Products

Atlassian supports or partially supports accessibility requirements for Jira, Confluence, and Bitbucket Server and Data Center products, in compliance with Section 508 and WCAG 2.0 (AA). At Praecipio Consulting, we developed a custom accessibility app for Jira, at a client's request, to accommodate sighted and non-sighted users. While support and partial support of accessibility are steps in the right direction, I still needed to find a better way to help this student. 

Enter the Atlassian Marketplace. If the functionality doesn't exist in the products themselves, we search the Marketplace for apps to add on to the instance. There are over 2000 apps available for Server, almost 1000 for Cloud, and nearly 700 for Data Center instances of the Atlassian applications, and these apps are generally tagged with additional information to further help you make the right choice. Through a quick search of all compatible apps tagged as Supported, I found two that looked promising: Accessibility for Confluence and Unstoppable for Confluence. Not knowing which one would work best, I tossed a coin. 

Because the Atlassian University lab environments work like a mini Server environment, they function the same as the customer instances of Confluence we work in every day. Following best practices, I wanted to test the installation of the app in a separate environment before installing it for the student. In my Instructor Environment, I found the user with the most administrative rights (as per the lab workbook) and installed the app. A quick check of the documentation told me the additional installation steps needed to activate it. As testing is important as well, I validated functionality myself first, and I was confident this app would provide the student with a better learning experience. 

A Retrospective on the Accessible Experience

Once installed and configured, my student was able to continue forward with the next two labs, including all exercises. Through exercises like creating a blog post, editing a page, and adding attachments, he was starting to understand how Confluence could help him with his daily tasks.

What did we do well?

  • Found an accessibility app and installed it
  • Walked the student through how to use it
  • Provided 1:1 instruction during labs to ensure understanding

What could we have done better? 

  • Communicated about the student before class
  • Researched screen readers to understand the best one
  • Asked the students for a solution

Going forward, I want to identify students with accessibility needs beforehand, so that I can prepare accommodations as needed. While I have thought about this as an instructor before, now that I've had the experience and have learned from it, I am better prepared to provide a better learning experience for all of my students moving forward.

We can all do great things if we communicate ahead of time. If you or your organization have accessibility needs, let us know! We can bring solutions and custom solutions as needed. 

Topics: blog confluence culture government corporate-responsibility accessibility atlassian-products social-responsibility

Praecipio Consulting is an Atlassian Platinum Partner

This means that we have the most experience working with Atlassian tools and have insight into new products, features, and beta testing. Through our profound knowledge of Atlassian environments and their intricacies, we can guide your organization as you navigate these important changes.

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