What works for you

Here at GovCMS we are constantly looking for ways to improve the customer experience. As the 21-22FY begins, we’re finalising some improvement proposals for our website, and starting to look ahead and plan some research into how our Service Desk could better meet your needs. All of this work is human-centred, it’s about what works, and doesn’t work, for you. 

Our core focus is to continue to connect and better understand your experience with GovCMS. How can we can make it a better experience for you?

Our Website

2021 saw us develop new user personas for the GovCMS website. These were informed through interviews with real users of the site and helped us identify goals and pain points of visitors to www.govcms.gov.au.

These personas will help us improve the information architecture and content on our website.

Over the next couple of months, you may notice some changes to www.govcms.gov.au. We’ll be taking small incremental steps to a better information architecture, and updating content to better reflect what users want to see. 

Our Service Desk

In the coming months we’re looking to further improve our Service Desk. To do this, we’ll be contacting regular users of the Services Desk for feedback and advice.

Over July and August, we’ll be sending out a short survey with five quick questions to 200 customers who’ve logged a ticket with our Service Desk.

This survey will focus on how we can make the Service Desk better for users.

In addition to the survey, we’ll also be conducting interviews with customers to better understand their personal experiences with the Service Desk.

Contact Us to be involved.