A service catalog can help employees ask for the right kind of help. For a government office, it should describe recognizable needs such as requesting a desk move or reporting a calling problem, rather than simply listing technical departments.
Organize around requests
Start with the tasks staff regularly bring to support. Explain what information is needed, who can submit the request, and whether approval is required. Keep the descriptions short enough to scan. Where a request crosses teams, choose one starting route and define the internal handoff so the employee does not have to coordinate the providers.
Keep the catalog connected to delivery
Assign an owner to each service entry and review it when responsibilities or systems change. Compare actual incoming requests with the available categories to see where staff are guessing. Add a general help route for questions that do not fit, then use those cases to improve the catalog. Do not publish service expectations that the responsible team has not agreed to deliver.
Practical takeaway
A catalog should make the first step obvious. Its structure is working when staff can describe their need without learning the organization's entire technical support model.