EECA FP7 Help-Desk EXTEND Training Workshop Baku, 23 April 2010

Extending ICT Research Co-operation Extending ICT Research Co-operation between the European Union, Eastern between the European Union, Eastern Europe and the Southern CaucasusEurope and the Southern Caucasus

EECA FP7 Help-DeskEECA FP7 Help-Desk

EXTEND Training WorkshopEXTEND Training Workshop

Baku, 23 April 2010Baku, 23 April 2010

Dr.Tatyana Lyadnova, ICT NCP Belarusian Institute of System Analysis and Information Support of Scientific and Technical Sphere (BELISA)

[email protected]

2 EXTEND Training WorkshopBaku, 23 April 2010

ContentContent

1. HD objective2. HD current status3. HD Functions4. Submit a question5. FAQ6. Glossary7. Phone questions8. Next steps9. Questions


Help-Desk (HD) objectiveHelp-Desk (HD) objective

HD is intended to assist ICT research actors from the EECA countries, including project partners’ countries and cluster projects’ countries:

- to become familiar with the procedures and

opportunities for co-operation in the ICT

programme – to acquire know-how on identified areas

suitable for the future EU-EECA cooperation


Help Desk current statusHelp Desk current status

HD service was launched in July 2009It will remain operational until the end

of the projectProvision of HD services – responsibility

of the EECA partners/ per countryHD services are offered through

EXTEND website http://www.extend-ict.eu/helpdesk

http://www.extend-ict.eu/helpdesk


Help Desk clearly marked on the project Help Desk clearly marked on the project home page, home page, http://www.extend-ict.euhttp://www.extend-ict.eu

http://www.extend-ict.eu/


Help Desk IntroductionHelp Desk Introduction


Help Desk FunctionsHelp Desk Functions


Submit a QuestionSubmit a Question

Question may be submitted in any language but the answer would be given only in English

User has the option to attach files together with submitting his question. Such a file could be a document enclosing a more elaborated description of the proposal idea.

A respond time is maximum 2 working days from the first question / call


HD offered servicesHD offered services

The following activities are offered under “Submit a question”:– Proposal Preparation Support – Idea Evaluation – Making it understandable – Coaching


Proposal Preparation SupportProposal Preparation SupportThe user can get an assistance regarding the

proposal preparation in general: – the initial understanding what it is, – where to find the information on the open

calls, – how to use it, – in which way to proceed, based on the very

initial draft proposal, – what aspects are important for the proposal

preparation,– where and how to find partners,– etc.


Idea evaluationIdea evaluation

The User can have a preliminary basic evaluation of his proposal idea: – checking whether it is compatible with the

ICT FP7 priorities and if it’s worth pursuing, and of it fits the open Call Challenges/ Objectives.

– The User should not expect to have an evaluation from the point of view of the state-of-the-art and novelty.


Making it understandableMaking it understandable

Help desk will try

– to “translate” the objectives of the Calls into a more understandable language (i.e. explain what the EC wants/means under a certain objective)

– to map the organisation’s skills to a number of possible objectives in the call


CoachingCoaching

The Help desk will try to coach the proposer to approach the Commission: – the right person – to ask right questions so that the proposer

can assess the idea weaknesses and strengths

– to give the name and e-mail address, telephone number (if necessary) of the EC person dealing with the issue

– to explain/discuss what he/she needs to get back from the EC during the conversation


User submits a questionUser submits a question


User chooses the countryUser chooses the country


Choose the question subjectChoose the question subject

It is important to have the questions grouped. The user can choose the one what fits best.


The User gets acknowledgeThe User gets acknowledge


The FP7 Country Specialist The FP7 Country Specialist answer formanswer form


Answer by Country SpecialistAnswer by Country Specialist


Answer by Country SpecialistAnswer by Country Specialist


The Help-Desk ProcessThe Help-Desk Process


FP7FP7 FAQsFAQs


The The GlossaryGlossary


Users’ FeedbackUsers’ Feedback


FP7 Country SpecialistsFP7 Country Specialists


Phone questionsPhone questionsA user can (although not recommended)

to submit a question by telephone In this case, the FP7 CS has to fill in a

special Form (similar to user submission form) for reporting on the phone consultation via the web “Add phone question”

The situation is then handled manually

* Improves our services, gives accountability and credibility, etc.* Improves our services, gives accountability and credibility, etc.


Help-Desk’s alert mechanismHelp-Desk’s alert mechanism

If the question is not read by the FP7 Country Specialist within 24 hours, a Warning is automatically sent to the Help-Desk Manager

The second Warning*36 - after 36 hours If the answer is not yet sent, HD Manager

now takes action to make sure the question is being answered and solved within the deadline


Quality controlQuality control

A Quality control system is set up and will be carried out through:

Ad hoc regular revision of responses sent to the Users

Evaluation of the User/organization Feedback questionnaire

The HD Manager together with the Quality Control team* will be carrying out the Quality control of the responses provided by all FP7 CS

The HD Manager together with the Quality Control team will analyse also the Feedback questionnaires, received from the Users

* The Quality Team includes the project coordinator and 2-3 FP7 Country Specialists on rotation basis.


Status of the system, next stepsStatus of the system, next steps

All needed functionalities are presented and working

Improvements could be done upon the users’ needs

HD remains operational until the end of the project and the partners are interested to keep it active after the project completion.

PLEASE!!! Use this support actively!

Extending ICT Research Co-operation Extending ICT Research Co-operation between the European Union, Eastern between the European Union, Eastern Europe and the Southern CaucasusEurope and the Southern Caucasus

Thank you…Thank you…

Any questions? :-)Any questions? :-)

Documents

EECA FP7 Help-Desk EXTEND Training Workshop Baku, 23 April 2010