New user support application (in preparation) DWG May 2006 New user support application (in preparation) Norbert REINERT / Patrick MÜLLER ESDS Central Support Team

Why a new user support application? To: Share the knowledge about treated requests Improve the information workflow The objective is to: Improve and harmonize the user satisfaction Facilitate daily user support activities

Implementation 2nd half of the year by Eurostat Will be offered for interested NSIs

Tasks related to the user support Treatment of requests NSI via portal, email, mail, phone Central support via portal Workflow between support actors manual User improvement proposals Reporting Quarterly reports User support survey

New request treatment functions NSI + Central support Automate the workflow Reassignment of requests Creation of a searchable knowledge database List requests by status Reminder when answering delay expires Search for specific requests (by name, by ID number, by status, full text)

New request treatment functions Central Support Administration Add requests in knowledge database (public part) User improvement suggestions Reporting Central Support activities National Support centres activities

New request functions User Searchable knowledge database (public part) full text, keywords Status of the requests Requests history Reopen a request

database (public part) Support overview request entry resolves request user raises or re-opens request request assigned to support agent automatic duplicate detection user support Search knowledge database (public part) Search knowledge database request history/ knowledge base user reads response: web or email Support resolves request request answer

User satisfaction survey Automatic after a request is closed (1 week after closing date)

What is needed to use the application Only Internet explorer (No software, no costs, no configuration)

Expected results Shorten the response times of requests Improve the help functionalities for users through the searchable knowledge database (public part) Improve the user support satisfaction

What we expect from NSIs Participation during the test phase Consider the usage of this new functionalities of the application when in production

Thank you for your attention Do you have questions and comments?