iMobility Support
D3.16b – ITS Deployment HelpdeskAuthor(s) Patricia Pelfrene Project iMobility Support
Date Contractual: 31/12/2015 Actual: 18/12/2015
Project
Manager Lina Konstantinopoulou ERTICO-ITS EUROPE Tel: +3
2 2 400 07 49
E-Mail: [email protected]
Abstract
The ITS Deployment Helpdesk report consists of brief
information on ITS Deployment helpdesk as available through
the website and provides an overview of questions
encountered in 2015.
Keyword list ITS Helpdesk, FAQ Nature of
deliverable Report Dissemination Public
Project financially supported by
European Commission
DG CONNECT
D3.16b: ITS Deployment Helpdesk
Control Sheet Version history Version
number Date Main author Summary changes of
1.0 30/11/2015 Patricia Pelfrene
Approval
Name Date
Prepared Patricia Pelfrene 30/11/2015
Reviewed Martin Böhm and Virginie Tolio 15/12/2015
Authorized Lina Konstantinopoulou 18/12/2015
Circulation
Recipient Date of submission
D3.16b: ITS Deployment Helpdesk 18/12/2015 3 Version 1.0
Table of Contents
List of Figures 3 List of Abbreviations 3 1 Introduction 4 1.1 Intended audience 4 1.2 Purpose of document 4 1.3 Structure of document 42 The iMobility HelpDesk 5
2.1 Glossary 5
2.2 FAQ 5
2.3 Tickets support 6
3 The iMobility HelpDesk analytics 8
3.1 Glossary 8
3.2 FAQ 8
3.3 Ticket Support 8
4 Conclusions 10
List of Figures
Figure 1: The iMobility Helpdesk page ... 5 Figure 2: FAQ - Example for Standardisation ... 6 Figure 3: Ticket Support – Example for eCall ... 7
List of Abbreviations
FAQ Frequently Asked Questions INCO International Cooperation ITS Intelligent transport Systems PCP Pre Commercial Procurement
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Introduction
1.1 Intended audience
This document is prepared for the European Commission.
1.2 Purpose of document
The document consists of brief reminder of ITS Deployment helpdesk as available through the website and provides an overview of questions encountered in 2015.
1.3 Structure of document
The report shows an overview on the iMobility Website Helpdesk constituted of a glossary, FAQ and questions (tickets) and also comes up with the website Helpdesk analytics.
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The iMobility Helpdesk
The help desk is a resource intended to provide end user with information and support related to ITS deployment. The purpose of a help desk is to troubleshoot problems or provide guidance about ITS deployment services.
The iMobility ITS Deployment Helpdesk (http://www.imobilitysupport.eu/help-desk), in the following just iMobility Helpdesk called, is constituted of a glossary, FAQ and questions (tickets). The iMobility Helpdesk covers all thematic topics (Priority Systems monitoring, PCP, standardization, Certification eCall, INCO).
Figure 1: The iMobility Helpdesk page
2.1 Glossary
The iMobility Glossary is the alphabetical list of terms in the particular domain of ITS deployment with the definitions for those terms. Many Glossary terms are also highlighted throughout the site and their definition can be shown by hovering over them. These terms have a --- dashed underline.
2.2 FAQ
Frequently asked questions, abbreviated to FAQ, are listed questions and answers, all supposed to be commonly asked in the context of ITS deployment, and pertaining to the
D3.16b: ITS Deployment Helpdesk
particular topics: Monitoring Priority Systems, Pre-Commercial Procurement, Standardisation, Certification, International cooperation and eCall.
Figure 2: FAQ - Example for Standardisation
2.3 Tickets support
The iMobility Helpdesk also foresees a ticket support.
“Tickets” is a Joomla® extension that lets your users add tickets from the frontend of the site, and an administrator can manage them in the administration area. Depending the ITS deployment topic, a person in charge for managing tickets (agents) has been chosen. E-mails are sent to alert agents when tickets are added, assigned or updated, and users are alerted via E-mail when an agent replies.
Should one fail to find the answer to the query in the FAQ's or Glossary, he can open a Support Ticket. Ticket Support requires registration before use, so one needs to register for an account on the website and authenticate per E-mail.
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The iMobility HelpDesk analytics
3.1 Glossary
On 15 November 2015, the glossary counted 335 technical terms and acronyms. The glossary is updated and technical terms and acronyms were added.
3.2 FAQ
FAQs are added to the website where relevant; the questions received through the ticket support may be transferred as a FAQ. The menu of FAQs is composed of the particular topics: Monitoring Priority Systems, Pre-Commercial Procurement, Standardisation, Certification, International cooperation, and eCall. By clicking on the FAQ, the explanation is displayed.
Monitoring Priority Systems includes 3 questions
Pre-Commercial Procurement includes 5 questions
Standardisation includes 41 questions
Certification includes 5 questions
International cooperation includes 3 questions
eCall includes 8 questions.
In 2015, one FAQ was added under eCall: “What are the latest standards for eCall” (version of 11/05/2015).
3.3 Ticket Support
Ticket support is available on the particular topics: Monitoring Priority Systems, Pre-Commercial Procurement, Standardisation, Certification, International cooperation, and eCall. So far, since the update of the website in June 2014, tickets have been delivered covering the following topics:
Standardisation: 1 ticket submitted in 2015
o On how to access to certain standardisation documents of the iMobility Forum.
eCall includes 14 ticket supports. In 2015, 1 ticket support was added
o On eCall: Looking for updates in standards
3.4 Helpdesk Website analytics
The Website analytics here provide information about the number of page views for the Helpdesk between 1st January 2015 and 30th November 2015.
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With 1 to 2 page views per day, it seems that the Helpdesk web page is not very popular (with exception on Monday 31 August 2015 where 61 page views were counted). Also the average time on the page is quite short (47 minutes).
The iMobility website probably meets the most important needs of the end user so that the importance of the Helpdesk webpage becomes almost negligible.
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Conclusions
The iMobility Helpdesk has been made as convenient for access as is possible and is a resource intended to provide the end user with information and support related to the iMobility Forum and iMobility project.
However, in 2015 the iMobility secretariat received few demands through the website. This might be explained by the fact that the website was redesigned in June 2014 and the search and the user friendliness were favoured. As such, the role of the Helpdesk was made less relevant due to the fact that the content has been made more concise and readable.
In order to guarantee sustainability of our findings after the end of the iMobility project, the Glossary and FAQ of the iMobility support Helpdesk will be handover to ERTICO activities and relevant projects such as the ITS Observatory project.