Modern Slavery Statements Register — Operations and Support

GoSource delivered ongoing operations and user support for the Modern Slavery Statements Register, combining proactive maintenance with rapid helpdesk response during peak submission periods.

Challenge

The Australian Government’s Modern Slavery Statements Register is a public-facing system that allows Australian entities to submit modern slavery statements as required by the Modern Slavery Act 2018. Because the system serves members of the public directly — not just Department staff — it is held to strict uptime, security and performance standards. The volume of support requests fluctuates dramatically around statement submission deadlines, requiring a support model that can absorb large surges without degrading service quality.

Solution

GoSource provides both operational maintenance and user support for the Modern Slavery Register, ensuring continuous availability and compliance.

• Ongoing maintenance: Automatic and manual monitoring of system logs detects security risks and identifies libraries or tools requiring updates. Updates are applied proactively to maintain policy compliance, meet industry standards and consolidate existing functionality.
• Department support: Requests and change suggestions from the Department are triaged and actioned via email, with changes implemented when appropriate.
• Public-facing support via ZenDesk: Public users submit support tickets through the ZenDesk helpdesk platform. During peak submission periods, ticket volumes surge to over 80 per day.
• Automation for common tasks: GoSource built APIs and automated processes to handle high-frequency support tasks efficiently. For example, password resets — the most common ticket type — are executed in under a minute via a Postman-based automation, enabling rapid throughput even during peak periods.
• Continuous improvement: GoSource applies its software development expertise to automate or streamline any lengthy operational task, improving efficiency and resource management.

Outcomes

• 100% uptime in 2023 — no downtime observed across the entire year for a system used by the Australian public daily
• All tickets actioned within one business day, including a peak day of 80+ tickets in 2023 where every ticket was resolved the same day
• Sub-minute resolution for common ticket types (password and phone number resets) through purpose-built automations
• High user satisfaction driven by fast response times and close collaboration with ticket submitters
• Zero security incidents — ongoing maintenance has prevented downtime from incompatibilities, malicious traffic or unresolved bugs
• Full policy and standards compliance maintained through regular library updates and security policy enforcement
• Early bug detection through automated and manual monitoring, catching issues before they reach production data or impact users

Technologies & Methods

• ZenDesk (public-facing helpdesk)
• Postman (API-driven support automations)
• Automated and manual log monitoring
• Proactive patching and version upgrading
• Unit and system testing
• Fortnightly / monthly stakeholder reporting

Team Size

Not specified (ongoing managed service)