EGI-InSPIRE:WP3 User Community Coordination
Introduction to NA3 - User Community Coordination
Work package leader: Steve Brewer, Chief Customer Officer, EGI.eu
Deputy leader: Gergely Sipos, Senior User Community Support Officer, EGI.eu
This page presents a summary of progress with EGI-InSPIRE Work package WP3 - NA3 - User Community Coordination
User support processes
See the processes described in the D3.1:User Community Support Process deliverable document
Requirement gathering
The evolution of the European Grid Infrastructure is driven by the users. Therefore capturing and communicating feedback from users to the infrastructure as well as technology operators and providers is a key goal for NA3 and for the project as a whole. The page linked below describes the channels, processes and bodies that the User Community Coordination activity established and runs in order to collect, capture, process, and report requirements and recommendations of users. Input from users are collected by NA3 through various electronic channels and face-to-face communication mechanisms. The User Community Board (UCB), the group of representatives of user communities, then prioritises the collected input with the help of the EGI.eu User Community Support Team (UCST) and the User Services Advisory Group (USAG). The prioritised, weighed requirements prepared by these groups provide direction for the evolution of middleware services as well as the user-oriented technical services provided by EGI. This page also includes links to the requirements and recommendations that have been collected through these processes so far.
Requirements gathering details
Training
Customer Surveys and Feedback - Note this section is under construction - owner is R McLennan in UCST
A fundamental part of any Service Delivery process is the initial identification of 'Customer' requirements in order that the required 'Service' can be correctly tailored to the needs of the Customer or User. The use of Survey tools will invariably be a crucial step during this requirements gathering stage and to this end, the User Community Support Team have briefly examined some of the options available within the context of low cost 'On-Line' customer surveys.
1) Investigation goals:
A short investigation into customer survey tools was carried out in January 2011 in order to identify a range of realistic, cost-effective and professional looking survey tools that will be easy for inexperienced staff in EGI.eu to master. Suitable applications needed to provide a near seamless interface with the front end of one of the EGI web pages such that existing and potential customers/users might quickly respond to EGI feedback gathering questionnaires. The results of any future Survey should be able to be compiled into Statistical reports while at the same time maintaining full granularity should there be a requirement to 'drill-down' and analyse individual fields of feedback.
2) Investigation description
While an internet search for on-line survey tools quickly produced an almost endless hit list of candidate applications, it quickly became apparent that EGI.eu already held a licence for one of the better commercially available Survey packages as well as access to a ‘plug-in’ for its existing Content Management System (CMS). The licenced application is named Zoomerang and this is already well established within the EGI.eu community. Zoomerang promotional information states that for over 10 years they have provided a powerful, self-service alternative for conducting accurate comprehensive online surveys with a minimum of cost and effort. As a pioneer of online surveys, they provide sophisticated functionality and professional survey solutions to organizations including over 70 of the Fortune 100. Meanwhile, the CMS survey plug-in required further customisation before it could be deployed to customers at large
3) Results
4) Conclusion
The EGI.eu survey tool of choice is currently Zoomerang. Access to the tool requires the use of a Username and PAssword which can each be obtained from Catherine G.
5) Proposed content for a web page (to promote UCST survey support)
This section is under construction - owner is R McLennan in UCST
User Support Services and tools
The page "Tools, services and resources for users" provides a categorisation and list of software service and tools that are avilable for EGI users and user support teams.
Work package structure
Insert a diagram with explanation here
TNA3.1 - Activity Management
Task leader: Steve Brewer, CCO, EGI.eu
TNA3.2 - User & Community Support Team
Task leader: Steve Brewer, CCO, EGI.eu
TNA3.3 - NGI User Support Teams
Task leader: Gergely Sipos, EGI.eu
TNA3.4 - Technical Services
Task leader: Marios Chatziaggelou, IASA/GRNET
WP3 events and meetings
Fortnightly telcon meeting for NA3 task and subtask leaders
See agendas and minutes in Indico
F2F meeting for task leaders prior to EGI TF 2010
Morning of Monday 13 September 2010, agenda This meeting is for task leaders only!
F2F meeting for NA3 task leaders prior to EGI TF 2010
Afternoon of Monday 13 September 2010, agenda This meeting is for NA3 task leaders and NGIs with NA3 Global task.
EGI Technical Forum 2010
WP3 (NA3) Sessions
Tuesday, 14 September 2010 User Training - Getting started in EGI Convener: Gergely Sipos NA3/EGI.eu
Wednesday, 15 September 2010 Virtual Research Communities Convener: Stephen Brewer NA3/EGI.eu
Wednesday, 15 September 2010 EGI User Support Services Convener: Marios Chatziangelou NA3/GRNET
Friday, 17 September 2010 NGI User support Teams Convener: Gergely Sipos NA3/EGI.eu
Metrics
Activity level metrics
The following metrics are collected by the NA3 activity for the EGI-InSPIRE Quarterly Reports every three months :
Metric ID (scope) | Metric | Provider | Task | Comments/Explanation | Q1 (May-July 2010) | Q2 (Aug-Oct 2010) | Q3 (Nov-Jan 2011) |
---|---|---|---|---|---|---|---|
M.NA3.1 | Number of tickets with creation time within the specified timeframe | GGUS link | TNA3.2/3 | 2416 | 2729 | ||
M.NA3.2 | Number of GGUS tickets CREATED & SOLVED per user Support Unit (NGIs & EGI.eu) | GGUS link | TNA3.3 | 0 | 0 Note: User Support Team Unit was not available in GGUS during these periods. |
||
M.NA3.3 | Number of GGUS tickets CREATED by users and SOLVED by EGI.eu | GGUS link | TNA3.3 | 0 | 0 Note:User Community Support Team unit was not available in GGUS during these periods. |
||
M.NA3.4 | Time to resolve tickets:
|
GGUS link | TNA3.3 | 14.8 11.8 |
7.5 4.9 |
||
M.NA3.5 | Uptime of User Support websites:
|
D.Fergusson M.Chatziangelou I.Blanquer |
TNA3.4 | 99% 99% n.a. |
99% 99% n.a. Note:The team still in the evaluation phase of VO support tools and does not operate tools yet. |
pending 99% pending | |
M.NA3.6 | Visitors to User Support websites:
|
D.Fergusson M.Chatziangelou I.Blanquer |
TNA3.4 | n.a. 4171 n.a. |
2832 185 n.a. |
pending 215 pending | |
M.NA3.7 | Number of VO Support Services:
|
I.Blanquer | TNA3.4 | 7 1 0 |
12 1 0 |
4 3 3 | |
M.NA3.8 | Number of Applications in the AppDB:
|
M.Chatziangelou | TNA3.4/3 | 249 20 494 |
249 20 494 |
265 21 512 | |
M.NA3.9 | Number of Trainers in the Trainers database | D.Fergusson | TNA3.4/3 | 57 | 57 | ||
M.NA3.10 | Number of Training Days delivered through NGI Training events | UCST | TNA3.4/3 | 11 | 28 | ||
M.NA3.11 | Number of:
|
|
TNA3.1 | Including national VOs On first day of quarter On first day of quarter |
10/0 13/23/27 85 |
10/1 19/20/28 89 |
... 17/22/28 92 |
M.NA3.12 | Number of users (grouped by community and VO) | C.Lorphelin | TNA3.1 | Not exact numbers. Some VOMS servers can be inaccessible at the time of capturing. | 12,409:
|
13,209
|
Further information: - Sources to obtain GGUS metrics: https://gus.fzk.de/ws/ticket_info.php?ticket=63412
The MS304 "User Support Metrics" milestone document provides a discussion forum on the metrics that should be captured about user support. This document is formally updated in July 2011 (MS307), July 2012 (MS310) and July 2013 (MS313).
Project level metric from NA3
The following activity (NA3) metrics are aligned against the project’s objectives.
Project Objectives |
Objective Summary |
Metric | Provider | Target Y1 |
Q1 (May-Jul 2010) | Q2 (Aug-Oct 2010) | Q3 (Nov-Jan 2011) |
---|---|---|---|---|---|---|---|
PO4 | Addition of new User Communities | Number of users from non-HUC VOs (Based on M.NA3.12) | UCST | 0 500 1500 |
3542 Computer Science and Mathematics (24); Multidisciplinary (1682); Other (1836) |
3749 Computer Science and Mathematics (28); Multidisciplinary (1850); Other (1871) |
Deliverables
Status | Nr. | Title | Lead Partner | PM | Lead Author |
---|---|---|---|---|---|
External review | D3.1 | User Community Support Process | CNRS (14), France | 3 | Lead by: Y.Legre, Moderator: ?, Reviewer: ? |
- | D3.2 | Annual Report on EGI's User Community Services | EGI.EU (1) | 11 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
- | D3.3 | User Community Support Process | CNRS (14), France | 15 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | D3.4 | Annual Report on EGI's User Community Services | EGI.EU (1) | 23 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
- | D3.5 | User Community Support Process | CNRS (14), France | 27 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | D3.6 | Annual Report on EGI's User Community Services | EGI.EU (1) | 35 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
- | D3.7 | User Community Support Process | CNRS (14), France | 39 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | D3.8 | Annual Report on EGI's User Community Services | EGI.EU (1) | 47 | Lead by: Steve Brewer, Moderator: ?, Reviewer: ? |
Milestones
Status | Nr. | Title | Lead Partner | PM | Lead Author |
---|---|---|---|---|---|
PMB Review | MS301 | User Support Contacts | INFN (21), Italy | 1 | Lead by: Luciano Gaido, Moderator: Jamie Shiers, Reviewer: Vera Hansper |
PMB Review | MS302 | Training Website | STFC (34), UK | 2 | Lead by: David Fergusson, Moderator: Steven Newhouse, Reviewer: Roberto Barabara |
PMB Review | MS303 | Ported Applications Website | GRNET (16), Greece | 2 | Lead by: ?, Moderator: Jamie Shiers, Reviewer: Sergio Andreozzi |
External Review | MS304 | User Support Metrics | MTA KFKI (18), Hungary | 3 | Lead by: Robert Lovas, Moderator: Catherine Gater, Reviewer: Sergio Andreozzi,Damir Marinovic |
- | MS305 | User Feedback and Recommendations | EGI.EU (1) | 6 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS306 | User Support Contacts | INFN (21), Italy | 14 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS307 | User Support Metrics | MTA KFKI (18), Hungary | 15 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS308 | User Feedback and Recommendations | EGI.EU (1) | 18 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS309 | User Support Contacts | INFN (21), Italy | 26 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS310 | User Support Metrics | MTA KFKI (18), Hungary | 27 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS311 | User Feedback and Recommendations | EGI.EU (1) | 30 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS312 | User Support Contacts | INFN (21), Italy | 38 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS313 | User Support Metrics | MTA KFKI (18), Hungary | 39 | Lead by: ?, Moderator: ?, Reviewer: ? |
- | MS314 | User Feedback and Recommendations | EGI.EU (1) | 42 | Lead by: ?, Moderator: ?, Reviewer: ? |
Deliverable and Milestone Edit & Review process
See also: Quality Assurance process for deliverables and milestones
Quality Assurance Procedures Document: Quality Assurance Procedures
Time before submission |
State in AMB RT Queue |
RT Ticket Owner |
Material |
---|---|---|---|
6 weeks | ToC | Activity Manager |
Document skeleton created and first version of the document with the table of contents enterted into the document. |
4 weeks | Draft | Activity Manager |
A full draft is available in the repository that has been reviewed within the activity. |
3 weeks | Review | Activity Manager |
A full draft is undergoing internal review within the activity. |
2 weeks | External Review |
Moderator | A review led by a moderator and one reviewer using the document comments form has been completed and responded to by the document authors. This may take multiple cycles. |
2 weeks | AMB Review |
Project Manager |
Document starts being reviewed by the AMB. |
1 week | PMB Review |
Project Director |
Document circulated to the PMB for information. |
Deadline | With EC | Project Finance Officer |
A clean version of the document is in the document repository and made available to the EC. |
Time tables
2010 year
2010 Time Table |
PM1 May |
PM2 June |
PM3 July |
PM4 August |
PM5 September |
PM6 October |
PM7 November |
PM8 December |
---|---|---|---|---|---|---|---|---|
MS301 | MS302 MS303 |
MS304 D3.1 |
MS305 |
2011 year
2011 Time Table |
PM9 January |
PM10 February |
PM11 March |
PM12 April |
PM13 May |
PM14 June |
PM15 July |
PM16 August |
PM17 September |
PM18 October |
PM19 November |
PM20 December |
---|---|---|---|---|---|---|---|---|---|---|---|---|
D3.2 | MS306 | MS307 D3.3 |
MS308 |
2012 year
2012 Time Table |
PM21 January |
PM22 February |
PM23 March |
PM24 April |
PM25 May |
PM26 June |
PM27 July |
PM28 August |
PM29 September |
PM30 October |
PM31 November |
PM32 December |
---|---|---|---|---|---|---|---|---|---|---|---|---|
D3.4 | MS309 | MS310 D3.5 |
MS311 |
2013 year
2013 Time Table |
PM33 January |
PM34 February |
PM35 March |
PM36 April |
PM37 May |
PM38 June |
PM39 July |
PM40 August |
PM41 September |
PM42 October |
PM43 November |
PM44 December |
---|---|---|---|---|---|---|---|---|---|---|---|---|
D3.6 | MS312 | MS313 D3.7 |
MS314 |
2014 year
2014 Time Table |
PM45 January |
PM46 February |
PM47 March |
PM48 April |
---|---|---|---|---|
D3.8 |
WP3 Partners and effort (Person Months)
Extracted from: EGI-InSPIRE Consortium Agreement v1.0
Participant Nr. |
Participant Short name / Lead Beneficiary |
WP3 (NA3): User Community Support | Person Months per Effort Type |
Total Person Months | ||||
---|---|---|---|---|---|---|---|---|
TNA3.1
Activity |
TNA3.2
User & Community |
TNA3.3
NGI User |
TNA3.4
Technical |
EGI | NGI | |||
1 | EGI.EU | 36 | 165 | 201 | 201 | |||
2 | UPT | 7 | 19 | 5 | 31 | 31 | ||
3 | IIAP NAS RA | 6 | 6 | 6 | ||||
5 | IPP-BAS | 8 | 8 | 8 | ||||
IPP-BAS | 8 | 8 | 8 | |||||
7 | SWITCH | 4 | 8 | 12 | 12 | |||
ETH Zurich | 2 | 2 | 4 | 4 | ||||
UZH | 2 | 6 | 8 | 8 | ||||
8 | UCY | 3 | 3 | 2 | 8 | 8 | ||
9 | CESNET | 4 | 12 | 12 | 28 | 28 | ||
10 | KIT-G | 6 | 53 | 7 | 66 | 66 | ||
KIT-G | 6 | 36 | 42 | 42 | ||||
DESY | 2 | 7 | 9 | 9 | ||||
JUELICH | 3 | 3 | 3 | |||||
FRAUNHOFER | 12 | 12 | 12 | |||||
12 | CSIC | 15 | 24 | 12 | 27 | 39 | ||
CSIC | 15 | 12 | 3 | 15 | ||||
UPVLC | 24 | 24 | 24 | |||||
13 | CSC | 8 | 16 | 24 | 24 | |||
14 | CNRS | 7 | 36 | 11 | 54 | 54 | ||
CNRS | 4 | 23 | 27 | 27 | ||||
CEA | 5 | 6 | 11 | 11 | ||||
HEALTHGRID | 3 | 8 | 5 | 16 | 16 | |||
15 | GRENA | 6 | 6 | 6 | ||||
16 | GRNET | 47 | 47 | 47 | ||||
GRNET | 34 | 34 | 34 | |||||
IASA | 13 | 13 | 13 | |||||
18 | MTA KFKI | 28 | 4 | 32 | 32 | |||
MTA KFKI | 5 | 4 | 9 | 9 | ||||
BME | 9 | 9 | 9 | |||||
MTA SZTAKI | 14 | 14 | 14 | |||||
19 | TCD | 6 | 4 | 4 | 14 | 14 | ||
20 | IUCC | 2 | 9 | 2 | 13 | 13 | ||
21 | INFN | 12 | 28 | 40 | 40 | |||
INFN | 12 | 28 | 40 | 40 | ||||
22 | VU | 6 | 9 | 15 | 15 | |||
23 | RENAM | 5 | 4 | 9 | 9 | |||
26 | NCF | 6 | 3 | 9 | 9 | |||
FOM | 3 | 1 | 4 | 4 | ||||
SARA | 3 | 2 | 5 | 5 | ||||
27 | SIGMA | 4 | 14 | 9 | 27 | 27 | ||
SIGMA | 4 | 9 | 13 | 13 | ||||
UIO | 7 | 7 | 7 | |||||
URA | 7 | 7 | 7 | |||||
28 | CYFRONET | 22 | 13 | 35 | 35 | |||
CYFRONET | 4 | 4 | 4 | |||||
UWAR | 10 | 7 | 17 | 17 | ||||
ICBP | 8 | 6 | 14 | 14 | ||||
29 | LIP | 6 | 18 | 16 | 12 | 28 | 40 | |
30 | IPB | 12 | 4 | 16 | 16 | |||
31 | ARNES | 4 | 11 | 4 | 19 | 19 | ||
ARNES | 1 | 7 | 3 | 11 | 11 | |||
JSI | 3 | 4 | 1 | 8 | 8 | |||
32 | UI SAV | 4 | 17 | 17 | 38 | 38 | ||
33 | TUBITAK ULAKBIM |
8 | 20 | 8 | 36 | 36 | ||
34 | STFC | 24 | 27 | 23 | 28 | 51 | ||
STFC | 12 | 4 | 16 | 16 | ||||
UEDIN | 23 | 23 | 23 | |||||
GLASGOW | 4 | 4 | 4 | |||||
IMPERIAL | 4 | 4 | 4 | |||||
UNIMAN | 4 | 4 | 4 | |||||
36 | UCPH | 20 | 20 | 20 | ||||
38 | VR-SNIC | 9 | 9 | 9 | ||||
KTH | 9 | 9 | 9 | |||||
40 | E-ARENA | 7 | 7 | 7 | ||||
E-ARENA | 7 | 7 | 7 | |||||
42 | ASGC | 37 | 72 | 12 | 121 | 121 | ||
43 | ASTI | 32 | 180 | 8 | 220 | 220 | ||
44 | ITB | 4 | 6 | 10 | 10 | |||
46 | KISTI | 28 | 28 | 28 | ||||
48 | NUS | 8 | 8 | 8 | 24 | 24 | ||
49 | UPM | 8 | 4 | 12 | 12 | |||
50 | NECTEC | 4 | 4 | 4 | ||||
TOTALS | 36 | 417 | 679 | 247 | 296 | 1083 | 1379 |