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EGI-InSPIRE:WP3 User Community Coordination

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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

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

EGI User Forum 2011

Vilnius, Lithuania, 2011

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) Q4 (Feb-Apr 2011)
M.NA3.1 Number of tickets with creation time within the specified timeframe N.Ferreira (GGUS link) TNA3.2/3 Query example 2149 2656 2986
M.NA3.2 Number of GGUS tickets raised by users and resolved (NGIs & EGI.eu) N.Ferreira (GGUS link) TNA3.3 Query example 0 0
Note: User Support Team Units were not available in GGUS during these periods.
0
M.NA3.3 Number of GGUS tickets raised by users and resolved by EGI.eu N.Ferreira (GGUS link) TNA3.3 Query example 0 0
Note:User Community Support Team unit was not available in GGUS during these periods.
0
M.NA3.4 Time to resolve tickets:
  • Average time
  • Median time
N.Ferreira (GGUS link) TNA3.3 Reports to M.NA3.1, in 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
C.Devereux
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%
n.a. Note:First tools (VO SAM) not in production mode yet

100% (Apr)
99%

pending

M.NA3.6 Visitors to User Support websites:
  • Training
  • Application Database
  • VO Support Services
C.Devereux
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

pending

1657 (Feb:416,Mar:807,Apr(UF):434)

pending

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
2
5
2
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
342
30
618
M.NA3.9 Number of Trainers in the Trainers database C.Devereux TNA3.4/3
57 57 57 57 - Note, USAG requested removal of Trainers DB from website from 01 April 2011
M.NA3.10 Number of Training Days delivered through NGI Training events R.McLennan (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
3/0
17/22/28
92
3/6
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
13,848
  • HEP 5977
  • Infrastructure 1859
  • LS 747
  • CC 478
  • AA 342
  • ES 320
  • Computer Science and Mathematics 10
  • Fusion 16
  • Multidisciplinary 1987
  • Others 2112
12984
  • HEP 5225
  • Infrastructure 1808
  • LS 735
  • CC 473
  • AA 339
  • ES 316
  • Computer Science and Mathematics 12
  • Fusion 15
  • Multidisciplinary 1974
  • Others 2089

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 (Can be calculated using M.NA3.12) N.Ferreira (UCST) 0
500
1500
3542
Computer Science and Mathematics (24);
Multidisciplinary (1682);
Other (1836)
3749
Computer Science and Mathematics (28);
Multidisciplinary (1850);
Other (1871)
4109
Computer Science and Mathematics (10);
Multidisciplinary (1987);
Other (2112)

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
Participant country 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 The Netherlands 36 165

201
201
2 UPT Albania
7 19 5
31 31
3 IIAP NAS RA Armenia

6

6 6
5 IPP-BAS Bulgaria
8


8 8

IPP-BAS

8


8 8
7 SWITCH Switzerland
4 8

12 12

ETH Zurich

2 2

4 4

UZH

2 6

8 8
8 UCY Cyprus
3 3 2
8 8
9 CESNET Czech Republic
4 12 12
28 28
10 KIT-G Germany
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 Spain

15 24 12 27 39

CSIC


15
12 3 15

UPVLC



24
24 24
13 CSC Finland
8 16

24 24
14 CNRS France
7 36 11
54 54

CNRS

4 23

27 27

CEA


5 6
11 11

HEALTHGRID

3 8 5
16 16
15 GRENA Georgia

6

6 6
16 GRNET Greece


47 47
47

GRNET



34 34
34

IASA



13 13
13
18 MTA KFKI Hungary
28
4
32 32

MTA KFKI

5
4
9 9

BME

9


9 9

MTA SZTAKI

14


14 14
19 TCD Ireland
6 4 4
14 14
20 IUCC Israel
2 9 2
13 13
21 INFN Italy
12 28

40 40

INFN

12 28

40 40
22 VU

6 9

15 15
23 RENAM Moldova (Republic of)
5 4

9 9
26 NCF The Netherlands

6 3
9 9

FOM


3 1
4 4

SARA


3 2
5 5
27 SIGMA Norway
4 14 9
27 27

SIGMA

4
9
13 13

UIO


7

7 7

URA


7

7 7
28 CYFRONET Poland

22 13
35 35

CYFRONET


4

4 4

UWAR


10 7
17 17

ICBP


8 6
14 14
29 LIP Portugal
6 18 16 12 28 40
30 IPB Serbia

12 4
16 16
31 ARNES Slovenia
4 11 4
19 19

ARNES

1 7 3
11 11

JSI

3 4 1
8 8
32 UI SAV Slovakia
4 17 17
38 38
33 TUBITAK
ULAKBIM
Turkey
8 20 8
36 36
34 STFC United Kingdom
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 Denmark

20

20 20
38 VR-SNIC Sweden

9

9 9

KTH


9

9 9
40 E-ARENA Russian Federation
7


7 7

E-ARENA

7


7 7
42 ASGC Taiwan
37 72 12
121 121
43 ASTI Philippines
32 180 8
220 220
44 ITB Indonesia
4 6

10 10
46 KISTI Korea (Republic of)

28

28 28
48 NUS Singapore
8 8 8
24 24
49 UPM Malaysia
8 4

12 12
50 NECTEC Thailand

4

4 4

TOTALS
36 417 679 247 296 1083 1379

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