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Projects/Cybersecurity
IRIS

IRIS

IRIS is a ticket management system meant to centralise and streamline processes to provide a one stop portal for GSCOC services.

Booth CY6

IRIS (Issue Report and Intervention System)

Team Members

  • Jun Jie Sum
  • Wee Kok Vincent Yeo
  • Gabriel Chung
  • Jin Siang Eileen Goh

Project Description

Problem Statement

There is neither a single channel for external users to request for support during onboarding to GCSOC, nor a single channel for internal users to collate and keep track of issues raised. This not only results in a poor onboarding user experience for external users, but also internal users would not be able to identify common root causes in issues raised to support the external users efficiently.

Our Solution

We have developed IRIS (Issue Report and Intervention System) which is a centralised ticket and case management system that both internal and external users can use to facilitate any queries faced during the GCSOC onboarding process. When external users submit a request on IRIS, the request will be assigned to the relevant person/team to address the issue based on the component type chosen in the request.

Users will be able to see the statuses of all their tickets on the IRIS platform as well as any comments made by internal users handling their tickets. Additionally, there is an automated response set that is triggered by specific keywords in the user's request, which further improves efficiency and reduces manhours spent. Currently there is also an SLA requirement to address and close tickets within 7 days, to ensure prompt turnaround time.

Impact and Outcomes Analysis

IRIS is expected to significantly enhance the experience of facilitating the onboarding process for both internal and external users. External users will be able to have a single source of channel to raise issues and seek guidance from. Internal users will be able to efficiently manage and respond to service requests, due to the centralised platform and automated responses. This results in not only a better user experience for both parties, but also more efficient and streamlined processes that can reduce effort and manhours required.

Future Steps

We aim to include more services in IRIS, to allow it to become a one stop portal for GCSOC services for users. We aim to include more functionalities, expand our ticket request components, and link user guides on the platform that users can use for their own self-help.

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