Case study · Mining & Resources
Replacing an HR shared inbox with a traceable service desk
Roy Hill's People Support team handled person and position changes through a shared email inbox. Interfuze extended its existing Jira Service Management so every request is visible and traceable, with no extra licence costs.
Outcomes
- 11 new HR request types: 8 at go-live in late September 2021, then 3 more
- 1 upload and a single approval email to action many position changes at once
- No new licences needed: the service desk runs on Roy Hill's existing Jira Service Management licence
The challenge
Roy Hill is a mining operation in Western Australia's Pilbara that delivers 60 million tonnes of iron ore a year to international markets.
Its People Support team needed an efficient way to track and carry out person and position changes across the business. Requests arrived in a shared email inbox, which made them hard to see and hard to trace.
Roy Hill already used Jira Service Management for employee exits. The task was to extend that service desk to the other person and position changes, modelling the existing business processes as an easy, efficient system for leaders to request the changes they need.
Our approach
We delivered in an agile way so the solution could change as the team and its users gave feedback. Daily stand-ups, with extra sessions to settle the more complex requirements, kept the work matched to the business from early on. Because of COVID-19 the work was a mix of remote and in person, and later in the project we worked directly from Roy Hill's Perth offices.
A Jira Kanban board tracked the features and fixes Roy Hill asked for, and the daily stand-ups reviewed the work as it was delivered, so changes could be made quickly.
The new service desk went live to a smaller group first, so users could say how it worked for them while we refined it. Customised workflows mirrored the business process, removed manual work that added no value and automated approval requests.
The outcome
Jira Service Management went live in late September 2021 with 8 new request types, and 3 more followed.
Service desk queues replaced the shared inbox, so every request is visible and traceable. Service level targets show how long requests wait on customers and on managers' approvals. With bulk upload and simplified workflows, the People Support team can action many position changes with one CSV upload and a single approval email.
Because Roy Hill already used Jira across the business, users did not have to learn an unfamiliar system, the existing licence meant no extra licence costs for the company, and in-house teams can maintain the service desk after handover.
“Lindsey and her team were a pleasure to deal with. Extremely responsive to a fast paced environment, and evolving brief. They listen, take on feedback and provide realistic solutions.”
Where to next
Related work
The partner
- Atlassian at Interfuze Licensing, Cloud migrations, upgrades, training and support
Start small
JSM uplift sprint A fixed-scope first engagement.