I Need Your Help! How to Establish a Support System for an AAL Pilot Region

摘要

The complexity and the specific user group of AAL systems make it difficult to provide adequate support. In particular, in AAL projects where business cases should be simulated in order to guarantee a smooth transition of the products and services to the market. Usually, the project consortium distributes or channelizes the responsibilities for system components. On the contrary, the pilot region fit4AAL relies on a professional support team. This paper describes how the workflows and support strategies were established and enhanced due to ticket analysis of a first phase of the field trial. Within this phase of testing the developed training program ILSE, an initial support system was launched consisting of three pillars: local centres, first and second level support. The findings of analysing the support tickets demonstrated a high potential to reduce support effort regarding technical issues. We visualised the support workflow and developed standardised solving strategies to decrease the effort of the tickets and increase the satisfaction of the AAL users.