The hopper
-
I like my job, but would like to experience working for another agency to further my skills
Internet connection
(4/5)Devices
- laptop
- personal phone
Cyber knowledge
(3/5)
I started working in Government as part of a graduate program, and accepted a permanent position once it finished. I have been in the Department ever since and love the perks of being a public servant. However, I am looking to change to a different agency.
Understanding the interaction
Thoughts, opinions, feelings
- I love the work I do, but I want a new challenge
- Having to repeat the same information is quite tedious
- Going through the clearance process and remembering my details is so frustrating
- Having to learn a new system is going to be super tedious
Pain points
- I need to find my tax file number (TFN)
- Not looking forward to doing an onboarding process again
- I will have to find information again if I need to get another type of security clearance
- The Department I used to work for had old and slow computers, and I expect the same poor experience
Want to achieve / get out of interaction
- Seamless transition between agencies
- Ability to quickly pick up the systems since they are consistent across agencies
Motivation to use modern workplace?
- Once you learn how to use it, it is the same across any agency, making transition to another role a lot easier
Modern workplace benefits
- Faster device setup
- Interface is more intuitive
- Sees more consistency across agencies
The time it takes IT to provision a new device is reduced by 75%.
Using Intune and EMS makes it possible to streamline and automate 1,633 device provisioning events per year (based on a composite organisation of 5000 workers - source: Forrester “The Total Economic Impact Of The Microsoft 365 E5 Solutions”).
User journey
First day
Actions/tasks
- Find my TFN
- Provide bank account details
- Get photo for security pass
- Get work devices
- Setup laptop
Pain points
- Runs into IT issues: log-in not working, setup not working etc
- Needs to find all details
Interactions/tools
- Folders
- Emails
- Letters/mail
- Online banking
- Forms
- Help desk
Feeling
-
Excited - starting new job
-
Understanding - they know there’s always issues
Onboarding
Actions/tasks
- Go through Security induction
- Go through work health & safety induction
- Go through e-learning onboarding modules
Pain points
- Very repetitive
- Can’t skip through things they already know
Interactions/tools
- e-Learning platform
- Emails
- Intranet
Feeling
-
Bored - want to start real work
-
Annoyed - too much onboarding & already know most of this stuff
Start work
Actions/tasks
- Getting briefed on work to be done
- Learn how to use new systems
- Find who to ask questions to
- Find where to find all information
Pain points
- A lot of information to absorb
- Some systems are different – need to relearn certain platforms
- Documents are in different folders – they are hard to find
- Some information is out of date
- Organisation chart is hard to navigate
Interactions/tools
- Intranet
- Shared drive
- Organisation chart
Feeling
-
Overwhelmed - a lot to do & so many new systems
-
Insecure - “did I make the right choice?”
-
Excited - they finally get to do some work