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title: How we manage change requests
description: GO 4 Schools
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# How we manage change requests
GO 4 Schools wouldn’t be the website it is today without your suggestions. We love hearing any and all suggestions and take particular care to ensure that we understand what is being suggested and the benefits that are intended before diligently recording your ideas for our consideration. We’d love to be able to act upon all the good suggestions we receive and deliver them to you tomorrow! Unfortunately we can only tackle so many things at any one time and often have to make difficult decisions about where best to put our efforts. We don’t want you to feel like your suggestions are disappearing into a black hole so we thought we would take a few moments to explain what happens to your suggestions and how we decide which suggestions to act on, and when.
#### **What happens when I make a suggestion?**
Suggestions come to us in different ways: support tickets, emails, phone calls or face to face. In all cases we try and capture the following things:
- A clear description of the suggestion
- An understanding of the motivation for the suggestion and the benefits the suggestion is intended to bring
- Details of who made the suggestion
All suggestions are recorded on an internal system which we use to record any item of work that we need to hold on to and track. These include bugs, suggestions, internal ideas and descriptions of larger blocks of work that need breaking down and planning. When a suggestion is entered into the system we triage it in order to:
- Ensure that we know enough about it
- Perform an initial appraisal and add technical notes when appropriate
- Categorise the suggestion, e.g. into a functional area like Markbooks/Take home reports/Comment banks
Once new items have been triaged we also review current developments and related items of work to look for opportunities for delivery.
#### **How do you decide which suggestions to act upon?**
Unfortunately we cannot give a black and white answer to this question. The decisions we make have to account for:
- Work that has been started
- Work that has been planned and prioritised already (which is almost always driven by suggestions)
- The availability of resources and expertise
- Where we are within the current academic year
When looking at specific suggestions we consider things like:
- The value the suggestion would add
- The number of users that would benefit
- How much effort is required to make the change in question
- What would be the most economical way to deliver the change, i.e. would it fit into a block of related work that is already planned
- When would users gain the most benefit from the change
As a rule of thumb we look for the suggestions that add the most value to the most schools, given the current stage of the academic year.
#### **Can you tell me when my suggestion will be delivered?**
Having made a suggestion you are, naturally, going to wonder when we might be able to deliver it. This is one of the hardest questions for us to answer. We maintain detailed development plans for the short, medium and long term, covering everything from text changes through to entirely new modules. We review these regularly to take into account incoming requests from schools and changes coming through from the Government. Sometimes we need to make significant changes to our plans, e.g. due to staffing changes.
If you ask us for an estimate for delivery we will do our utmost to give you the best answer we can at that time based upon the information to hand.
However, our plans can and do change, and the plan that was used to provide a delivery estimate on Monday may look significantly different a week later. Unfortunately we cannot provide you with updates every time our plans change but we would be more than happy to provide you with an update upon request.
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