Introduction Karl Hennermann, CAMS and C3S User Support at ECMWF
Why does it matter what users ask? For users: to let you know that you are not alone with your questions For providers of CAMS services (upstream and downstream): every question is a barrier to using CAMS services. We want to remove these barriers.
A few examples... Many questions are about how to access data and documentation (including the science behind the data) ....
But we also have quite a few about CAMS itself. Can you answer these questions? ... If not, don’t worry - that’s why you have us in CAMS User Support.
Distribution of questions by topic (issue type)
What do the users’ questions tell us?
Main pain points for users: Users have to ask us for data because they don’t know what is there and how to get it Documentation (science)
Every user asking s a question means there is a barrier to using the service. We want to remove these barriers, so they don’t have to ask these questions in the first place.
How can we do this? Going by the number of questions we get, we need to prioritise: Make it easier to discover CAMS data and information Make it easier to access CAMS data and information - Improve documentation, including science documentation
Improve discovery and ease of access: Aim: Self service via web and APIs Discovery –> new and improved CAMS catalogue, fantastic! Data access. Some current barriers are: manual user account setup by the service provider (regional FTP – soon web interface – fantastic!) creating separate logins for each service provider – Why can I not log into CAMS services with my google or facebook account?
Improve documentation - Aim: Self service A lot of documentation exists, but is not easily discoverable. Actions: ECMWF knowledge: have a user support portal with knowledge base search How to make service providers’ knowledge discoverable – with central user support portal or with the respective service? IMO better with the service. Create additional documentation How: as we get questions, we add answers to knowledge base
Documentation should live - with central CAMS user support or with the data? Users expect documentation to be with the service. But Earth Explorer model also works.
The user base is currently mostly specialists (researchers, service providers, ..)
More downstream services and ‘out of the box’ products will become available
=> more users => need to upscale user support => implications for service providers
=> More non-specialist users => demand for ‘out of the box’ products. They are less bothered how the information is generated, but how to use it for their particular purpose.