TEN-T co-funded, harmonised ITS deployment on corridors is going to start soon. According to EC 2013 ITS Call the use of the DG2012 ITS Deployment Guidelines becomes a mandatory requirement for such deployments. This will create a large user group of the guidelines that will need support when trying to apply the guidelines to their projects and a channel to give feedback from practical application. Therefore a DG Helpdesk and User Support will be implemented during the course of the EIP+ project.
You will find here a briefly summary of the basic elements and characteristics of such a User Support and Helpdesk as they have been adopted during the EIP Program Supervision meeting, 24th June in Rome.
The concept provided is based on the assumption that User Support & Helpdesk and Best Practice (another task in EIP Activity 2) are strongly related, complementary elements in the interaction between the team that creates and maintains the deployment guidelines and the practitioners in the field that actually use the guidelines in their ITS deployment projects. User Support & Helpdesk is essentially the ‘downstream’ tool that enables the ITS deployment projects to effectively and efficiently apply the guidelines. ‘Downstream’ describes the flow of information here, not necessarily the interaction pattern. Indeed most interaction on this information flow will be triggered by users, asking for help and support on issues encountered when applying the guidelines in practice.
On the other hand, Best Practice is the feedback that comes out of user providing practical experience reports on applying the guidelines for harmonised ITS deployment. Some input for Best Practice may in the future also be gained from analysing the User Support & Helpdesk facility, when it is in operation (e.g. by systematically analysing issues in the issue tracker).
The hand in hand work of both sides is visualized in the following figure:
The Helpdesk and User Support act as a first port of call for DG users and provide support for application of the Deployment Guidelines for the operational level by providing clarification where needed. Additionally, references to documents in the website library will be offered and contacts to suitable ITS experts can established. With that said, the aim is to keep the user community proactively informed.