Case Study: CSIRO (Australia’s national science agency) boosts service efficiency — doubles library throughput and cuts email by up to 30% — with Atlassian Jira Service Desk

JIRA Service Desk helps Australia's national science agency focus on innovation

CSIRO, Australia’s national science agency with 5,500 staff across 54 locations, needed to improve service quality and efficiency so researchers spent less time on administrative work. The agency faced rising service requests, heavy email traffic, and limited visibility into workloads across teams like Finance, Web Services and Library Services.

Building on its existing Jira and Confluence usage, CSIRO rolled out Jira Service Desk across nine teams within six months, standardizing request handling and routing. Results were immediate: the Library Services team doubled its request throughput in the first month, teams reported up to a 30% drop in email traffic, and Finance is equipped to handle a projected tripling of ticket volume—freeing researchers to focus on science.

Csiro

Ryan Meintjes

Technical Services Officer