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CDCgov / prime-reportstream

ReportStream is a public intermediary tool for delivery of data between different parts of the healthcare ecosystem.
https://reportstream.cdc.gov
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Improving Support for the UP #10162

Open brandonnava opened 1 year ago

brandonnava commented 1 year ago

Definition of work: understand where current support processes can be improved and update support materials for the UP User value: the UP is a bigger, more complicated product than the covid pipeline with a lot of interest from users, there will be questions they have about it, we should be prepared to hand those support requests Linked dependencies and appropriate labels: Engagement led, support team heavily involved Outcome-oriented deliverable: updated support docs for UP issues, trained support team on commonly escalated issues

brandonnava commented 1 year ago

Support resolution research complete with top categories to improve identified here: https://app.box.com/s/bqhi4lcmqzy94vpca6tp0eivxpa9gp5c Next step is training the support team on top issues identified

brandonnava commented 1 year ago

Further research that informed the final report here: https://docs.google.com/document/d/1u82Xu2oTb7L95GtGfDt1q-T2oGkdLtW_cxa6EAZoQS0/edit?usp=sharing

brandonnava commented 1 year ago

Support documentation finishing up. Box version here: https://app.box.com/s/rjb5wyvzfzx7w1vxq7ho9y8123ravovl