Understanding Customer Needs to Build a Better EOSDIS
Abstract
EOSDIS serves as NASA's primary means of providing Earth science data and data products to the world. By collecting information on the data transactions and web activity at its sites, EOSDIS has seen overall increases in the number of users that access EOSDIS services, and increases in the distribution of data and products over the last decade. EOSDIS engages in a process of continual improvement. New missions and new data products increase Earth science data holdings available within the EOSDIS. System functionality is continually improved through upgrades and taking advantage of advances in hardware, software, and network options. But do we have what the user needs and wants? EOSDIS has established a variety of methods to elicit user input and feedback for ways it can improve its services. These methods include capturing comments from user working groups (for each data center and major service), focus group workshops, conference participation, sponsoring the Earth Science Data System working groups, and conducting an annual survey of customer satisfaction that rates EOSDIS objectively and solicits specific comments. From this range of inputs, requests and suggestions, changes are made to the capabilities and processes across EOSDIS. This study will consider the ways EOSDIS gathers input, the feedback received, how it evaluates that feedback to determine initiatives, and the changes made to the system based on those initiatives. In particular, we review the ACSI scores and comments, EOSDIS metrics (number of users and data distribution), web site access (number of visitors and visits) and comments received from emails, working group and workshop reports, and conferences. Our goal is to investigate the correlation between user comments, process changes or capability improvements at the individual data centers, and how these improvements show a corresponding increase in user satisfaction.
- Publication:
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AGU Fall Meeting Abstracts
- Pub Date:
- December 2011
- Bibcode:
- 2011AGUFMIN41B1415S
- Keywords:
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- 6329 POLICY SCIENCES / Project evaluation;
- 6344 POLICY SCIENCES / System operation and management