1. How user feedback and requirements drive service evolution
Thomas Popp (DLR for CAMS-94 User Interaction)

2. CAMS-94 User Interaction
Leonor Tarrason, Etienne Wey, Mathilde Marchand, Claire Thomas, Amy Stidworthy, Franziska Schnell, Julian Meyer-Arnek, Thomas Popp

3. Analysis of user feedback and requirements
Based on 10 years experience in
PROMOTE
GEMS
MACC – MACC-III
GMES-PURE

4. Analysis of user feedback and requirements
Coming in through
Helpdesk
personnel communication
user workshops
questionnaires

5. Analysis of user feedback and requirements
Systematic storage in User Requirement Database
Quality control of requirements (ask back)
Full traceability to originator
Storage of relevant documents behind
Assessment of deviation against Service Product Portfolio
Assessment of feasibility and priorities

6. Systematic analysis of user requirements
Assess feasibility with CAMS service provider
Effort classes
minor (few days), small (1 month), medium (few months), large (full study ~1 year), very large (full research project ~several years)
Impact classes
high + wide (large number of users), high + specific (high power user), medium (several users), little (single occasional user)
Potential implementation
CAMS evolution, H2020 project, Sentinel requirement
Trace analysis and implementation status

7. Systematic analysis of user requirements
User Requirements Database
Document + analyse requirements
Requirements Analysis Document
Requirements analysis per domain, priorities
Service Evolution Strategy
Long-term (4 years) perspectives: upgrades, extension

8. 10 Years of User Requirements Evolution
Implementation group report, before start of MACC
Overall scope, general functionalities
MACC & MACC-II
Documentation, quality information, format, quicklooks/graphics
Timeliness, resolution, coverage, forecast range
License conditions, access manual, ftp access
MACC-II & MACC-III
Operational (interface capacity, status information, consistency, web services)
Uncertainties, quality flags, validation reports
CAMS
Systematic analysis to drive service evolution priorities

9. User queries tracking and analysis
Online user queries tracking system supports systematic response
User queries tracking and analysis
Further user query topics
Geographical extension
Summer school, MACC-II user workshops
Data availability
Permission to reproduce / use a graph in media
Web portal, RSS feeds
Ship emissions
Weather model
documentation
Validation
License, cost
Forcing by volcanic eruption
Aerosol absorption
Campaign support
Internal website for MACC-II partners
Availability of future simulations (2020, 2030)
Sentinel products
Climatologies
Model changes
Data access interfaces
Information on publication using MACC-II
One user worried about the website information that McClear service will stop in July 2014 (MACC-II project end)
One national representative to the GMES User Forum enquired about means of involving national communities
One user who had signed an SLA requested provision of hourly data
One user asked for a recommendation which model should be used for dust (MACC-II or WMO sand and dust storm warning / BSC)

10. Impact of user feedback on service evolution (MACC)
Continuous service improvements for downstream services
Increased resolution of global, fire datasets
Increased area and forecast length of the regional ensemble
Increased ensemble output: species, vertical layers
New regional CO2 forecasting service
Dedicated campaign support website, policy support website
Continuous improvements of documentation and data access
Online, extended, operational information, web services
Requirements considered for CAMS planning
Ensemble operations to support interim assessment reports
Specialized user interface tools
Seamless transition to MACC-III and (to be assured!) operational phase
Solar radiation
- Increased interest in radiation forecasts based on CAMS aerosol
–> requires reduced delay in forecasting
Aerosol deposition needed for soiling of mirrors / photovoltaics

12. User workshops / sessions
Co-organized with national user community
Focus on their specific needs
Stimulate exchange between users
2 dedicated per annum, 1 at annual assembly
2016 planned
Riga (October)
Offenbach(November)
Your chance to interact