INTAKE REQUEST FORM
Improve communication and efficiency though establishing a documented workflow process.
THE CHALLENGE
Productivity
Achieve workflow efficiency through a standardized process
Communication
Improve request timing and tracking with an ability to check project status
Viability
Encourage use with an agile, user-centered format
DISCOVERY
Through contextual inquiry and interviewing, it was determined that a more efficient intake process was needed for website project requests. No formal process existed at the onset of this project, and creating a standardized form would ensure consistency in requirement gathering. Requests were emailed and could sometimes go unseen in an inbox, or they lacked the information required to complete the task, which could result in back-and-forth communication that was not efficient nor conducive to following established best practices.
PROCESS
Working with the web manager, a form was created using SharePoint. The form included fields for the title, requestor, and project details. Specific fields, such as Category and Requestor Timeline, were given pre-populated response options for consistency and efficiency.
The request was automatically put into the work queue with a status of Not Started. Once the request had been evaluated, the request is prioritized and an estimated time to completion is provided. Work to complete the request is performed and the status is changed to In Progress. Once finalized, the request enters a review cycle if required, and if not, the status is changed to Completed, which notifies the requestor that the project is finished. The task then automatically closes.
Once the form was created and tested, the link to the form and instructions were sent out to stakeholders who would be submitting requests. As an added security measure, only a select group of stakeholders were given access to the form.
FEATURES
The listing provides a visually effective layout which helps to easily see the project status. Columns can also be sorted via due date and priority.
RESULTS
This project has resulted in a significant improvement in both communication and efficiency. Project requestors appreciate the ability to have their project status readily available at any time and the turnaround time has reduced as projects are easier to track. Requestors also get notified immediately when there are updates to their project status, which has increased their satisfaction. The introduction of this form and process has meant that all requests contain the information needed to complete their project request, which has increased efficiency and work output.
In addition, this process has been adapted for notifications regarding website issues and bugs as well as a specific form for updating the digital asset materials.