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XCI Services Satisfaction KPI

XCI KPI
Target
Subgoal
Average satisfaction rating of XCI services4 of 5Advance - create an open and evolving e-infrastructure

Definition: Customer satisfaction with the people services XCI provides.

XCI People Services

  • RACD Services
    • Assist providers with capability integration: assist community software/service provider to identify use cases, prepare capability delivery plans, and integrate components (most of the work done by community providers)
    • XSEDE prioritized capability integration: work with XSEDE functions to identify use cases, prioritize use cases, prepare capability delivery plans, and integrate components (most of the work done by XSEDE)
    • Evaluate potential components
    • Pre-production integrated testing
  • XCSR Services
    • Campus visits
    • SP integration assistance
    • TODO: Rich/Victor identity services that should be rated

TODO:

  • Identity who the target users for each service are
  • Identity when to survey these target users (yearly, for each IPR, or on some other schedule)
  • Identify what questions to ask target users

RACD Component User Rating Metric

RACD Metric
Target
Subgoal
User rating of components delivered in production4 out of 5Advance - Create an open and evolving e-infrastructure

TODO:

  • Identify components we need to have rated
  • Identify users for those components
  • Identify when to survey users (for each IPR, a month after deployment, or on some other schedule)
  • Identify what questions to ask target users

RACD Component Operator Rating Metric

RACD Metric
Target
Subgoal
Operator rating of components delivered for production deployment4 out of 5Advance - Create an open and evolving e-infrastructure

TODO:

  • Identify components we need to have rated
  • Identify operators for those components
  • Identify when to survey operators (for each IPR, a month after delivery, or on some other schedule)
  • Identify what questions to ask operators

RACD Engagement Rating Metric

RACD Metric
Target
Subgoal
Software/service provider rating of our integration assistance4 out of 5Advance - Create an open and evolving e-infrastructure

TODO:

  • Identify engagements that we need to have rated
  • Identify contact that we wish to survey in this engagements
  • Identify when to survey operators (prior to an IPR or annually)
  • Identify what questions to ask the engagement contacts

What questions to ask in our surveys

  • Lorna suggested that we use several related questions to produce a vague rating such as "quality"
    • For example, component quality might be the average of easy to install, easy to use, good documentation, and is performant

Tools

  • We could embed some questions in the annual user satisfaction survey. These should be submitted to Lorna.
  • We could prepare micro surveys to be advertised thru the XUP
  • We could implement new survey collection functionality in the XCSR
    • We don't think this would take a lot of effort
    • Lorna thought it would be great if we could do this

 

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