Overview

The Services Portal has been redesigned to make requesting items or support much more intuitive and transparent. In addition to the newly applied Victorian Government ripple branding, the interface has been decluttered to make searching for, requesting and tracking requests easy and straightforward.

Video: Overview of the DE Services Portal

Services Portal homepage

1. Browse to the Services Portal URL: https://services.educationapps.vic.gov.au/dp
   
2. The top portion of the homepage contains the following elements:
   
   1. Top bar: for accessing your items in the portal.
   2. Megamenu: for browsing to and locating other items in the portal. (This replaces the Service Request and Knowledge Base sections from the previous portal design)
   3. Search: for quickly locating items in the portal.
3. Scroll down to the lower portion of the homepage to view:
   
   1. Quick links: shortcuts to items that support important initiatives. Items displayed will change according to department priorities.
   2. My active items: an area displaying your active tasks (e.g., approvals), requests and surveys.
   3. Recommended for you: displays items that other people in your workgroup are using, including request forms and knowledge articles. (This replaces the Popular Articles section from the previous portal design).
   4. My favorites: a new area to show your saved favorite articles, pages and request forms.
   5. Live chat: get immediate support from IT support staff by using the chat feature, available from 9am-5pm Monday to Friday (excluding public holidays) for both school users and corporate employees.
      Note: The Featured, Most recent and Popular articles sections that appeared in the previous portal design have been removed to present a more streamlined interface.
4. From the Quick Links section, select the Request technology support item.
   
   1. This opens the Requesting Technology support knowledge article, which displays information about the different ways to get support for technology issues or queries.
   2. Select the heart icon at the top of the article add it to your My favourites area.
      
      You can select the heart icon next to any article, request form or topic page to make it a favourite.
5. To return to the Services Portal homepage, you can either:
   1. Select the Services Portal logo in the top-left corner.
   2. Select Home from the mega-menu.
   3. Select Back from the breadcrumb menu.
      

Live chat with Service Desk

Both school users and corporate staff can use the chat feature to immediately speak with IT support staff. Available from 9am-5pm Monday to Friday (excluding public holidays).

1. Select the Chat icon in the bottom right of the Services Portal.
   
2. The chat window opens and starts connecting you to a live agent.
   
3. Once a team member has joined the chat, simply type your query into the chat window and select the Send icon.
   
4. Continue to chat to the agent until your query is resolved. You can leave the chat at any time by selecting the Close chat icon.
   
5. The session ends when either you or the agent closes the conversation.
   

Top bar

The top bar has been completely redesigned with a focus on locating your items.

1. Select the My tasks option from the top bar.
   
2. This opens the My tasks page which displays important action items requiring your attention, for example, approvals.
   The My tasks page replaces the My Approvals option in the old portal design.
   
3. Select the My requests option from the top bar.
   
4. This opens the My requests page which displays items, or requests for support that you have submitted or are in the process of drafting for submission.
   The My requests page replaces the My Tickets option in the old portal design.
   
5. From the top bar, select the More option to review the additional menu options.
   
6. Select the My equipment option.
7. This opens the My equipment page, which displays details of corporate assets that have been assigned to you as an individual, for example, your computer or laptop.
   
8. From the top bar, select the More option, then My favourites.
   
9. This opens the My favorites page, which displays any request forms, topic pages or knowledge articles that you have previously saved as a favourite in the Services Portal.
   
10. From the top bar, select the More option, then My surveys.
    
11. This opens the My Assessments and Surveys page, which displays any surveys that are awaiting your attention.
    
12. Announcements are displayed above the top bar during major events like system outages or when there are significant changes that you may need to know about.
    

Megamenu

The new megamenu has been designed with a specialist User Experience team and, like the rest of the Services Portal, has addressed the pain points experienced in the previous portal design.

Note that different users will see different options. For example, corporate staff will see a Finance and procurement heading in the top level of the menu.

1. Select the Technology option from the mega-menu to view the options displayed underneath.
   
2. Notice that the Information asset register is now under the Technology mega-menu option.
   
3. From the Technology megamenu select the Applications option
   1. This opens the Applications topic page, which displays articles and request forms related to that topic. These are sorted with the most popular items displayed first.
      
   2. Remember to select the heart icon next to any article, request form or page to add it to your My favourites area.
      
4. From the megamenu, select the Technology option again and review the Quick links section of the menu.
   1. Notice that the arrow icon next to some of the Quick links indicates that they are external links that open in a new browser tab.
      
5. From the People option in the megamenu, select Browse all.
   
6. This opens the People top-level topic page which contains sub-topics, request forms, articles and quick links related to people services. These are sorted with the most popular items displayed first.