A lack of visibility of requests within the team can be as much of an issue as visibility of the team itself. The City of Onkaparinga has found ways to address both of these problems by redesigning their service model and implementing versaSRS for their internal and external customers.

The result is an Information Governance team which is now front and centre to all of its customers and is actively enabling a performance driven council.

Prior to versaSRS being implemented, requests were sent through to a team email address. This in itself created a lot of issues for the team as it was also used to communicate and give advice to each other within the group. Requests would get lost in the volume of emails and there was no visibility of something as simple as the number of requests coming through on a daily basis.