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

2. 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

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

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

5. 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)

6. 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

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

8. 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
Support resolves request
request answer

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

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

11. 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

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

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