loading
Papers Papers/2020

Research.Publish.Connect.

Paper

Authors: Viktoria Maringer 1 ; Ralf Fabry 2 ; Michèle Zlöbl 1 ; Harald Rieser 1 and Verena Venek 1

Affiliations: 1 Mobile and Web-based Information Systems, Salzburg Research Forschungsgesellschaft m.b.H., Jakob-Haringer-Straße 5/3, 5020 Salzburg, Austria ; 2 bit media e-solutions, Jakob-Haringer-Straße 1, 5020 Salzburg, Austria

ISBN: 978-989-758-420-6

ISSN: 2184-4984

Keyword(s): Support, Support System, User Satisfaction, Workflow, Templates, Independent Living, Active and Assistive Living.

Abstract: 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 decrea se the effort of the tickets and increase the satisfaction of the AAL users. (More)

CC BY-NC-ND 4.0

Sign In Guest: Register as new SciTePress user now for free.

Sign In SciTePress user: please login.

PDF ImageMy Papers

You are not signed in, therefore limits apply to your IP address 3.235.179.79

In the current month:
Recent papers: 100 available of 100 total
2+ years older papers: 200 available of 200 total

Paper citation in several formats:
Maringer, V.; Fabry, R.; Zlöbl, M.; Rieser, H. and Venek, V. (2020). I Need Your Help! How to Establish a Support System for an AAL Pilot Region. In Proceedings of the 6th International Conference on Information and Communication Technologies for Ageing Well and e-Health - ICT4AWE, ISBN 978-989-758-420-6; ISSN 2184-4984, pages 156-164. DOI: 10.5220/0009368601560164

@conference{ict4awe20,
author={Viktoria Maringer. and Ralf Fabry. and Michèle Zlöbl. and Harald Rieser. and Verena Venek.},
title={I Need Your Help! How to Establish a Support System for an AAL Pilot Region},
booktitle={Proceedings of the 6th International Conference on Information and Communication Technologies for Ageing Well and e-Health - ICT4AWE,},
year={2020},
pages={156-164},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009368601560164},
isbn={978-989-758-420-6},
issn={2184-4984},
}

TY - CONF

JO - Proceedings of the 6th International Conference on Information and Communication Technologies for Ageing Well and e-Health - ICT4AWE,
TI - I Need Your Help! How to Establish a Support System for an AAL Pilot Region
SN - 978-989-758-420-6
IS - 2184-4984
AU - Maringer, V.
AU - Fabry, R.
AU - Zlöbl, M.
AU - Rieser, H.
AU - Venek, V.
PY - 2020
SP - 156
EP - 164
DO - 10.5220/0009368601560164

Login or register to post comments.

Comments on this Paper: Be the first to review this paper.
0123movie.net