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Prioritizing Tasks Using User-Support-Worker’s Activity Model (USWAM)

  • Hashim Iqbal ChunpirEmail author
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9735)

Abstract

Service desk has been widely deployed to cater user-support in an organisation. However, in the field of e-Research there are only few studies conducted to enhance the user-support services or user-services. Little has been done to improve the motivation of the employees of e-Science infrastructures to service incoming user requests known as incidents. In this paper, User-Support-Worker’s Activity Model (USWAM) is presented that enhances the interactivity of the employees of cyber-infrastructures with the incidents. Furthermore, the model enhances not only the handling of the incoming user requests but also the management of the core activities assigned to the employees via visualization queues and matrices in the UI. Subsequently, USWAM aids the employees to remain interested in supporting users, similar to playing a game. Accomplished tasks can be rewarded in the form of money/gifts or recognitions. Finally, USWAM can be transferred to other service-oriented domains where prioritization or management of tasks is required.

Keywords

e-Research Cyber-Infrastructures (CI) Help desk Service desk Prioritization of tasks Employee’s activity model Task management Employee motivation 

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Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. 1.Department of Computer ScienceUniversidade Federal de São CarlosSão PauloBrazil
  2. 2.Faculty of InformaticsUniversity of HamburgHamburgGermany
  3. 3.German Climate Computing Centre (DKRZ)HamburgGermany

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