# Presentation: 765028

## Leveraging the GJXDM Help Desk & 

**Leveraging the GJXDM Help Desk & **
**IEPD Clearinghouse **

- Ashwini Jarral
- Project Manager
- IJIS Institute

- September, 7th 2006

## Agenda

- Project Goals
- Partners and their roles
- Project Timelines
- Help Desk Infrastructure
- Knowledge Database
- Operations
- Services
- Support Process
- IEPD Clearinghouse

## Project Goals

- State of the industry technical services and support operations
- A Searchable Knowledge Database Available to Individuals via the Internet
- Clearinghouse Services
- Help Desk That Provides Support to Inquiries Submitted Via the Internet or Received via a Telephone Call (Tier 1 Support) & Escalate to Domain and Technical experts (Tier 2)

## Support Partners and their Role

-  National Center for State Courts (NCSC)
-  Provide tier 2 support for Domain related inquiries
-  SEARCH
-  Provide tier 2 support for Domain related inquiries

## Project Timeline

-  Project Started
-  November 2004
-  Beta Live (Open to limited users)
-  August 1, 2005
-  Go Live (Open to public)
-  September 1, 2005

## Help Desk Infrastructure

- Help Desk work management application (i.e. ticketing system)
- Knowledgebase application
- IEPD Clearinghouse
- Automated Call Distribution (ACD) system
- Phone numbers (i.e. toll free and local number)
- Email address
- Support Staff

## Knowledge database

- Knowledge database is developed based on information in:
-  GJXDM Listserv
-  Available websites and whitepapers
-  GJXDM Bugzilla entries
-  Past projects experience and documentation
-  Training material

## Knowledgebase Categories

- General/Organization

- Technical Questions

- Glossary

- Topics

- Getting Started

## Knowledgebase Categories (contd.)

**General/Organizational**
-  About GJXDM
-  Organizations involved
-  Areas of responsibility
**Technical Questions**
-  Implementation Issues
-  Versions and Upgrades
-  How Do I...
-  Tools and Techniques
-  Model Structure

## Knowledgebase Categories (contd.)

** ****Getting Started**
-  XML and XML Schema Resources
-  Starter Kits
-  Pre-requisites
-  **Glossary**
- Commonly used abbreviations

## Operations

-  **Primary Hours of Operations**
- 9:00 AM - 8:00 PM (Eastern Standard Time)- Monday through Friday
- Excluding US Public Holidays
-  **Contacting Help Desk**
- Telephone
- 1-877-333-5111
- 703-726-1919
- Email
-  gjxdmhelp@ijis.org
- Web
-  http://it.ojp.gov/gjxdm/helpdesk

## Services

- The Global Justice XML Data Model (GJXDM) help desk will assist users in finding answers to their technical questions regarding the content, principles and best practices for using the GJXDM
- Self Service Knowledgebase
- Self Service IEPD Clearinghouse

## Support Process

- IEPD Clearinghouse

## What is an IEPD?

- An IEPD is a collection of developer-originated artifacts that promote reuse and enable wider adoption of global justice standards.
- These artifacts include data exchange and domain models as well as GJXDM-compliant data maps and XML schemas.

## What is an IEPD Clearinghouse?

- Web site that provides information on planned, active, and completed GJXDM Information Exchange Documentation activities.
- Government and industry organizations can use the website to identify opportunities for IEPD reuse and joint development.

## Benefits and Features

- Enables search for information about planned, developed, or implemented IEPDs
- Allows organizations to share IEPD information
- Provides links to real-world, reusable IEPD artifacts
- Accelerates the design & development processes
- Promotes utilizing the Global Justice XML Data Model (GJXDM)

## IEPD Clearinghouse access

- _[http://it.ojp.gov/iepd/](http://it.ojp.gov/iepd/)_