SFC THE NEW FUND MANAGEMENT SYSTEM FOR THE PROGRAMMING PERIOD Support and Training Sophie Joffre DG DG Employment, Social Affairs and Inclusion

SFC2007 Service Desk Support for SFC2007 (and other related applications) Usermanagement for SFC2007 (and other related applications) MS Liaison nomination requests Training and Coaching User documentation Changes & Testing Contact 2

SFC2007 Support Statistics On average 20 per day, but could be the double in the busiest period! 3

SFC2007 Support Statistics * Account creations/updates/removals, certificate renewals via User Management module 4

SFC2007 Support Statistics * Account creations/updates/removals, certificate renewals via User Management module 5

SFC2014 Service Desk Single-Point-of-Contact (SPOC) for technical issues and questions via at ec-sfc2014- and by telephoneec-sfc2014- Operated by the same team as in charge of the SFC2007 support (3 people at the moment + 1 extra in the coming months) Recommended contact languages: English or French (to avoid delays in answer due to the need for translation) 6

SFC2014 Training for MS Users Train-the-trainer – on-site instructor led trainings in Brussels for key users from Member States, who would in turn provide guidance to their colleagues upon return Remote training – instructor-led trainings via a web videoconferencing tool and/or online self-learning modules 7

SFC2014 Access Management Handled in a similar way as for SFC2007: access requests submitted only by authorised MS Liaison Officers, then processed by the Support team ‘Nominative’ ECAS accounts in SFC2014 (e.g. smithjohn instead of w ) 8

SFC2014 Support Documentation on-line help page with searchable content (based on wiki), manuals, quick guides, FAQ, release notes, contact information, important announcement, etc… the support documentation will be added/updated at the same time as release of new or updated functionalities 9

Support And Contact Support for SFC2007 and SFC2014 applications Support for SFC2007 and SFC2014 Web Services Conference web site cfmhttp://ec.europa.eu/regional_policy/conferences/sfc2014/agenda_en. cfm 10