EGI Document 675-v5

MS307-User Support Metrics

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Submitted by:
Gergely Sipos
Updated by:
Gergely Sipos
Document Created:
12 Jul 2011, 16:53
Contents Revised:
03 Aug 2011, 12:14
Metadata Revised:
03 Aug 2011, 12:14
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The European Grid Infrastructure (EGI) community operates a complex network of support services in order to serve national and multi-national scientific communities. Understanding the roles of the various support elements is already a challenge. Defining viable metrics to monitor their operation, their uptake, their impact, cost and users’ satisfaction is an even bigger problem. However, measuring these aspects of the “EGI user support function” is necessary in order to optimise resource usage and maximise the consumers’ satisfaction. The document summarises all the user-related metrics that are currently collected by the project on a quarterly basis and presents the big picture of user metrics – including those views that are not captured at the moment (mainly for economic and technical reasons), but may need to be observed in the future.
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