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Report on Service Validation : global service validation, user feedback Dominique Obaton

Report on Service Validation : global service validation, user feedback Dominique Obaton. Users asking from MFC/TAC products. SLAs considered from beginnning of service (November 2009) A user takes on average 3-4 products. For March 2011, users downloading products. Sa-Su. Sa-Su. Sa-Su.

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Report on Service Validation : global service validation, user feedback Dominique Obaton

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  1. Report on Service Validation : global service validation, user feedbackDominique Obaton

  2. Users asking from MFC/TAC products SLAs considered from beginnning of service (November 2009) A user takes on average 3-4 products

  3. For March 2011, users downloading products Sa-Su Sa-Su Sa-Su Sa-Su For GLO and MED (physical), internal users removed For ARC users (analysis&forecast) all users considered Not considering weekend : average of 12 users per day

  4. What the MyOcean service is • An integrated tool for 2/3 of MFC/TAC, which allows access to products BUT 1 PC has only V1 access opened The other have V0 and V1 : new users use V1 access, old use still V0 access. WE NEED TO TRANSFER THEM • Actions taken for SL-TAC, MED-MFC • Plans for SST-TAC • Some preliminary results on transaction accounting (central transaction accounting due for V2) Several PCs are ready to work on this with WP17 • MFC-GLO, MFC-MED, MFC-ARC, SL-TAC, SL-SST

  5. About transition of service • To improve for V1.0  V.1 what we have done for V0 V1.0 Give details on transition of service to existing users and in advance • Far in advance (May) • explanation about new access • Details of new products • During transition (July-September) • Provide support to users when asked • Be proactive to some users; the ones that take products on a 1) non regular basis and 2) regular basis

  6. Monitoring of commitments • Monitoring of SLA Done in SMR  1 discrepancy from commitments : registration process slower (2.4 days) than target (2.0 days) Not possible now to reach target  we need to correct the SLA commitments • Monitoring of OLA Not started yet, to start this in June

  7. User feedbackfrom survey,user workshopand UARs

  8. MAIN requests, remarks from usersand the first to deal with • Registration is complicated • Difficult to use the scripts to download products • Give information on quality of products • Navigation on web is not easy • Explain clearly what MyOcean does and does not • 3 main requests from users : quality, reliability, long term sustainibility

  9. Answer from MyOcean to 1.Registration is complicated For stream 2: • SLA shortened and simplified (removal of product list or optional + removal of info on project) • Give better explanation on web, showing usefulness for user • SLA better indicated on web and easier to find September • GUI on LDAP user db for internal administrative needs (should allow to reduce the response time of service desk). • Online registration

  10. Answer from MyOcean to 2. Difficult to use the scripts to download products • Graphical user interface (GUI) to generate script prepared by WP2 (available to users for stream 2) • Improvement of FAQ content (May)

  11. Answer from MyOcean to 3. Give information on quality of products Propositions by Fabrice • estimated accuracy level (link from catalogue, template tbd by CAL/VAL) -September • QUID (link from catalogue) – V2, December

  12. Answer from MyOcean to 4. Navigation on web is not easy With WP1.3 and WP2 May • Add of a pdf catalogue (running RFC), update at stream 2 • Update of FAQ : the existing ones + addition of one concernig problem with internet explorer • Have access to catalogue from any page of the web

  13. Answer from MyOcean to 4. Navigation on web is not easy (continued) Stream 2 • More information on web « products&service » • Better explanation of service : what does an integrated service mean ? 1 login/passwd, 1 catalogue, same level of monitoring for all products • The service/products we have now, what we plan to have, what we don’t do (waves, atmospheric forcings) • Problem of access to website using internet explorer is solved • Add a one page overview of the catalogue September • Viewing available • To see if possible to propose a quick look of products

  14. Answer from MyOcean to 5. Explain clearly what MyOcean does and does not Stream 2 • Explanation on web of the limit between intermediate and end user • Of core and downstream service • and where MyOcean stands and what it offers 6. 3 main requests from users : quality, reliability, long term sustainibility Stream 2 • Explanation on web to say what we do about this, what we plan to do • With links to what is done (quality doc)

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