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Working with us

A short guide for colleagues elsewhere in AM: how to get something built, how to get something fixed, and how to see what is coming.

I have an idea or a need

Write a proposal. Anyone can. It is a short, structured case for a piece of work, written from the template in the proposals library on our intranet, and the product team will help you shape it. Proposals are validated for viability and feasibility; the ones that pass become candidates, and candidates are prioritised onto the roadmap by senior stakeholders. You can follow your proposal on the roadmap at every step, and you are welcome to stay involved through design and delivery. See Roadmap and objectives.

Smaller requests and customer feedback go to the product team, who use them to inform proposals and strategy. A request is not the same as a proposal.

Something is broken

Raise it with Customer Support through the service desk portal. They will triage it, set its priority against everything else that is open, keep you informed, and escalate it to engineers if it needs them. Please do not take an issue straight to an engineer, and ask Customer Support rather than an engineer for a status update; both slow the fix down. If you believe a critical service is down for everyone, say so immediately in the dedicated incident channel in Teams as well as logging it. See Operation and support.

What is coming, and what just changed

Three views on our intranet answer this, and you can subscribe to any of them:

  • the roadmap, showing objectives in Now, Next and Later with their owners and canonical documents
  • the outcome dashboard, showing what each objective will deliver and its state
  • the release dashboard, showing planned and completed releases, which user groups they affect and the user guides they change

Higher-risk deployments are announced in advance in the deployments channel, with the expected impact. See Release and deployment.

Who to talk to

Every objective on the roadmap names a Product Owner for what is being built and why, and an Engineering Owner for how. For support, Customer Support is the front door. For anything else, start a conversation in the Technology channel; see Collaboration for how we like to work together.