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Revision as of 15:59, 9 February 2011


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


EGI TF 2010 Summary


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 2149 2656 2986
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:
  • Average time
  • Median time
GGUS link TNA3.3 Day units. 14.8
11.8
7.5
4.9
14.4
8.2
M.NA3.5 Uptime of User Support websites:
  • Training
  • Application Database
  • VO Support Services
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%
Currently in EGI Wiki, to be moved to www.egi.eu
M.NA3.6 Visitors to User Support websites:
  • Training
  • Application Database
  • VO Support Services
D.Fergusson
M.Chatziangelou
I.Blanquer
TNA3.4 n.a.
4171
n.a.
2832
185
n.a.
pending
215
Currently in EGI Wiki, to be moved to www.egi.eu
M.NA3.7 Number of VO Support Services:
  • Evaluated
  • Supported
  • Offered as service
I.Blanquer TNA3.4 7
1
0
12
1
0
4
3
1
M.NA3.8 Number of Applications in the AppDB:
  • Applications
  • Tools
  • Personal profiles
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 57
M.NA3.10 Number of Training Days delivered through NGI Training events UCST TNA3.4/3 11 28 82
Note: There were a further 10 significant training events promoted by EGI. These ranged from MSc courses to non European events and have thus been excluded from this 'metric', though they serve to demonstrate EGI's growing influence.
M.NA3.11 Number of:
  • New/decommissioned VOs
  • Low/Medium/High Activity VOs
  • international VOs
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:
  • HEP 4799
  • Infrastructure 2438
  • LS 573
  • CC 429
  • AA 353
  • ES 269
  • Computer Science and Mathematics 24
  • Fusion 6
  • Multidisciplinary 1682
  • Others 1836
13,209
  • HEP 5137
  • Infrastructure 2494
  • LS 571
  • CC 449
  • AA 308
  • ES 269
  • Computer Science and Mathematics 28
  • Fusion 9
  • Multidisciplinary 1850
  • Others 1871

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
Management

TNA3.2

User & Community
Support Team

TNA3.3

NGI User
Support Teams

TNA3.4

Technical
Services

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


Scrap room - An area for ideas and suggestions on User Support