Case Study: CSIRO doubles request processing and reduces email by 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 reduce administrative overhead so scientists could focus on research. The agency faced growing service requests, heavy email traffic, and a lack of visibility into workloads that slowed critical processes like contract reviews, vendor payments, and research support.

Building on existing Jira and Confluence use, CSIRO rolled out Jira Service Desk to nine teams within six months, streamlining requests across Finance, Library Services, Web Services and Project Management. The Library team doubled its request throughput in the first month, teams saw up to a 30% drop in email, Finance is positioned to handle three times the ticket volume, and faster configuration (hours versus months) freed researchers to spend more time on science.

Csiro

Ryan Meintjes

Technical Services Officer