Leveraging the GJXDM Help Desk &

IEPD Clearinghouse

Ashwini Jarral Project ManagerIJIS Institute

September, 7th 2006

Agenda

Project GoalsPartners and their rolesProject TimelinesHelp Desk InfrastructureKnowledge DatabaseOperationsServicesSupport ProcessIEPD Clearinghouse

Project Goals

State of the industry technical services and support operations

A Searchable Knowledge Database Available to Individuals via the Internet

Clearinghouse ServicesHelp Desk That Provides Support to

Inquiries Submitted Via the Internet or Received via a Telephone Call (Tier 1 Support) & Escalate to Domain and Technical experts (Tier 2)

Support Partners and their Role

National Center for State Courts (NCSC)– Provide tier 2 support for Domain

related inquiries SEARCH

– Provide tier 2 support for Domain related inquiries

Project Timeline

Project Started – November 2004

Beta Live (Open to limited users)– August 1, 2005

Go Live (Open to public)– September 1, 2005

Help Desk Infrastructure

Help Desk work management application (i.e. ticketing system)

Knowledgebase applicationIEPD ClearinghouseAutomated Call Distribution (ACD) systemPhone numbers (i.e. toll free and local

number)Email addressSupport Staff

Knowledge database

Knowledge database is developed based on information in:– GJXDM Listserv– Available websites and whitepapers– GJXDM Bugzilla entries– Past projects experience and

documentation– Training material

Knowledgebase Categories

General/Organization

Technical Questions Glossary

Topics

Getting Started

Knowledgebase Categories (contd.)

General/Organizational– About GJXDM– Organizations involved– Areas of responsibility

Technical Questions – Implementation Issues – Versions and Upgrades– How Do I... – Tools and Techniques– Model Structure

Knowledgebase Categories (contd.)

Getting Started

– XML and XML Schema Resources– Starter Kits– Pre-requisites

Glossary – Commonly used abbreviations

Operations Primary Hours of Operations

– 9:00 AM - 8:00 PM (Eastern Standard Time)- Monday through Friday

– Excluding US Public Holidays Contacting Help Desk

– Telephone• 1-877-333-5111• 703-726-1919

– Email• gjxdmhelp@ijis.org

– Web• http://it.ojp.gov/gjxdm/helpdesk

Services

The Global Justice XML Data Model (GJXDM) help desk will assist users in finding answers to their technical questions regarding the content, principles and best practices for using the GJXDM

Self Service KnowledgebaseSelf Service IEPD Clearinghouse

Support ProcessSupport Process

GJX

DM

Hel

p D

esk

(Lev

el 1

)

GJX

DM

Hel

p D

esk

(Lev

el 1

)

Dom

ain

&

Tec

hnic

al

Issu

es (

Leve

l 2)

Dom

ain

&

Tec

hnic

al

Issu

es (

Leve

l 2)

Ref

erra

lsR

efer

rals

Use

rU

ser

User Knowledge Management System

Researches

Call Help Desk

KMS ResultIs the result satisfactory

Help Desk Staff

Create TicketResearch and Troubleshoot

Able to resolve

Create ticket

Domain Experts(Courts, Law

Enforcement etc.)Technical Experts

No

No

Implement

Yes

No, Need Domain Specific Expertise

No, Need Technical Expertise

Yes

Governance TrainingTechnical

Assistance

No, Other Areas

Technology Assistance

IEPD Clearinghouse

What is an IEPD?

An IEPD is a collection of developer-originated artifacts that promote reuse and enable wider adoption of global justice standards.

These artifacts include data exchange and domain models as well as GJXDM-compliant data maps and XML schemas.

What is an IEPD Clearinghouse?

Web site that provides information on planned, active, and completed GJXDM Information Exchange Documentation activities.

Government and industry organizations can use the website to identify opportunities for IEPD reuse and joint development.

Benefits and Features

Enables search for information about planned, developed, or implemented IEPDs

Allows organizations to share IEPD information

Provides links to real-world, reusable IEPD artifacts

Accelerates the design & development processes

Promotes utilizing the Global Justice XML Data Model (GJXDM)

IEPD Clearinghouse access

http://it.ojp.gov/iepd/