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Requesting work or a change from the Digital Team 

There are two routes to engage with the Digital Team; Halo and the Digital Request form. 

To help you pick the correct route we have pulled together some basic guidance for the type of requests to use: 

Halo

Halo is our IT helpdesk solution.  

In a nutshell Halo is perfect for the type of request when you have an issue with something that already exists, for example a web-form that is not performing the way it should, a broken laptop or a piece of software giving you a problem. 

It can also be used for some smaller new requests, well defined processes such as requesting standard IT equipment or access to an existing system.  

Access the Halo Portal

Digital Request Form 

This is for project work, new requests that will take a bit more time or for something completely new.   

If the project or idea needs some time and effort to make it happen, fill in the form to help us help you to work through your options. 

This form helps the Digital Team understand more about what you are trying to do, have the best solution and can allocate resource appropriately. 

There is a handy playbook for you to understand the process and know what information to gather. 

Submit a Digital Request

Not sure which one to use? 

Here are some examples of different types of requests, the route they should follow and why: 

"I need to change a field on an existing live form." 

This is most likely best suited to Halo.  While it is not ‘broken’ it is an established form and changing one thing to another where you can clearly define the change needed. 

"I need a few new fields on an existing form." 

This should go through the request route.  The changes needed, while defined, could take longer to implement due to amending the form, understanding if it needs a section and ensuring the information is mapped correctly. 

"I have procured new software that needs to be added to a number of devices for a department." 

This should be a new request.  It is new and the team will need to ensure that security etc has been followed. 

"Our team needs to take online payments for a new service that we offer. The team already take payments for several other services." 

This should be a new request.  The team will need to run through the payment playbook with you to ensure we work together to set up the best route for customers to pay. 

"I need a way for our service users to access services directly? I’ve been given access to a grant specifically for the purchase of tablets for these customers to use."

This should be a new request.  The team will ensure that we complete the appropriate privacy and security assessments to ensure that we handle our customers information safely and securely – and also ensure that we procure technology under best value. 

Don’t worry though. New requests and tickets will be reviewed on a regular basis and we will let you know if we think the other route is more suitable for you.