1. User Services WG Update 12/11/2008 Sergiu Sanielevici, GIG Area Director for User Support Coordination sergiu@psc.edu

2. GIG Coordinated User Services Operations in PY4 –Ticket Resolution Best Practices Guidelines Discuss open cross-cutting tickets Discuss complex and interesting issues arisen at any RP Refer suitable cases for documentation and advanced support Goal is to suggest a way forward for any TG user within 2 weeks of reporting a problem –User Engagement Organize user surveys: administration, reporting, and follow-up User Champions: personal contacts to TRAC groups Campus Champions: “Human Gateways Program” Pathways To TeraGrid: What approaches to diversification work best?

3. Today’s Spotlight: User Engagement News 2008 User Survey –Administered by U. Colorado pollster in October –Preliminary report below this entry in the Wiki –Your suggestions for final report preparation are invited by 12/15 –Suggestions made by respondents are being sent to relevant ADs and RPs –To be repeated in June 2009, measuring progress in PY4 User Champions program: A report from the field By Chris Hempel (TACC)