As a Service Mapping Officer (SMO), you will be using some basic tools and applications. These are:
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Directus (Data Management System): A web-based platform for managing data, entering, automating, maintaining, and updating data on Providers, Services, Categories of Services, Country/Region/Cities and other related information. This is the replacement for the sunsetting Service Map CMS which will go out of commission by the end of 2023.
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Zendesk Guide: A web-based platform hosting the content of non-service information. Previously Zendesk was the backend platform of the public website including Services articles and other related content and tools. However in Directus, the new system effective summer 2023 all content from Directus goes directly to the website, circumventing Zendesk. DO NOT EXPECT A ZENDESK SYNC, DO NOT ADD SERVICE MAPPING INFORMATION IN ZENDESK.
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Zendesk Support: A web-based ticketing tool where clients (Users) will send inquiries to our communication systems and moderators asking questions about general information and requests for services. You may be called upon by colleagues to help answer these requests based on the services you have mapped. In the future we may work toward centralizing your communications with providers and collection of consent and other data in Zendesk support.
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Transifex: A web-based platform used to perform and manage all translations of the produced content. |
Forms related to the collection of information and consent will soon be globally available to all service mapping officers and providers in all languages in 2023 to bypass data entry complications. Until then Service Mapping Officers will collect data from their own forms and either upload or manually enter data collected from their own forms.
The Service Mapping Workflow
| 1. Service Data Collection | 2. Directus Data Entry | 3. Transifex for translation |
| 4. Directus for final review & status change to "Published." | 5. New Article and pin on website upon change of status published | 6. Update content, based on new comments and client feedback |