Prioritizing Tasks Using User-Support-Worker’s Activity Model (USWAM)

  • Hashim Iqbal ChunpirEmail author
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9735)


Service desk has been widely deployed to cater user-support in an organisation. However, in the field of e-Research there are only few studies conducted to enhance the user-support services or user-services. Little has been done to improve the motivation of the employees of e-Science infrastructures to service incoming user requests known as incidents. In this paper, User-Support-Worker’s Activity Model (USWAM) is presented that enhances the interactivity of the employees of cyber-infrastructures with the incidents. Furthermore, the model enhances not only the handling of the incoming user requests but also the management of the core activities assigned to the employees via visualization queues and matrices in the UI. Subsequently, USWAM aids the employees to remain interested in supporting users, similar to playing a game. Accomplished tasks can be rewarded in the form of money/gifts or recognitions. Finally, USWAM can be transferred to other service-oriented domains where prioritization or management of tasks is required.


e-Research Cyber-Infrastructures (CI) Help desk Service desk Prioritization of tasks Employee’s activity model Task management Employee motivation 


  1. 1.
    Soehner, C., Steeves, C., Ward, J.: E-Science and Data Support Services. DC, USA, Washington (2010)Google Scholar
  2. 2.
    Taylor, K.E., Stouffer, R.J., Meehl, G.A.: An overview of CMIP5 and the experiment design. Bull. Am. Meteorol. Soc. 93(4), 485–498 (2012)CrossRefGoogle Scholar
  3. 3.
    Jäntti, M.: Lessons learnt from the improvement of customer Support processes: a case study on incident management. In: Bomarius, F., Oivo, M., Jaring, P., Abrahamsson, P. (eds.) PROFES 2009. LNBIP, vol. 32, pp. 317–331. Springer, Heidelberg (2009)CrossRefGoogle Scholar
  4. 4.
    Chunpir, H.I.: Enhancing User Support Process in Federated E-Science, University of Hamburg (2015)Google Scholar
  5. 5.
    Chunpir, H.I., Ludwig, T., Badewi, A.: A snap-shot of user support services in Earth System Grid Federation (ESGF): a use case of climate cyber-infrastructures. In: Proceedings of the 5th Applied Human Factors and Ergonomics (AHFE) Conference, July 2014Google Scholar
  6. 6.
    Chunpir, H.I., Badewi, A.A., Ludwig, T.: User support system in the complex environment. In: Marcus, A. (ed.) DUXU 2014, Part IV. LNCS, vol. 8520, pp. 392–402. Springer, Heidelberg (2014)Google Scholar
  7. 7.
    Chunpir, H.I., Ludwig, T., Badewi, A.A.: Using soft systems methodology (SSM) in understanding current user-support scenario in the climate science domain of cyber-infrastructures. In: Marcus, A. (ed.) DUXU 2014, Part III. LNCS, vol. 8519, pp. 495–506. Springer, Heidelberg (2014)Google Scholar
  8. 8.
    Vu, L.: Earth system grid federation: A modern day ‘silk road’ for climate data, Energy Science Network (2013). Accessed 20 Aug 2014
  9. 9.
    Williams, D.N., Drach, R., Ananthakrishnan, R., Foster, I.T., Fraser, D., Siebenlist, F., Bernholdt, D.E., Chen, M., Schwidder, J., Bharathi, S., Chervenak, A.L., Schuler, R., Su, M., Brown, D., Cinquini, L., Fox, P., Garcia, J., Middleton, D.E., Strand, W.G., Wilhelmi, N., Hankin, S., Schweitzer, R., Jones, P., Shoshani, A., Sim, A.: The earth system grid: enabling access to multimodel climate simulation data. Bull. Am. Meteorol. Soc. 90(2), 195–205 (2009)CrossRefGoogle Scholar
  10. 10.
    Chunpir, H.I, Ludwig, T.: Reviewing the governance structure of end-user support in e-science infrastructures. In: Mastering Big Data Complexity, Informatik 2014 Proceedings. Lecture Notes in Informatics (LNI), vol. 232 (2014)Google Scholar
  11. 11.
    Chunpir, H.I., Ludwig, T., Williams, D.N.: Evolution of e-research: from infrastructure development to service orientation. In: Marcus, A. (ed.) DUXU 2015. LNCS, vol. 9188, pp. 25–35. Springer, Heidelberg (2015)CrossRefGoogle Scholar
  12. 12.
    Chunpir, H.I, Ludwig, T., Curri, E.: Improving processes for user support in e-science. In: IEEE 10th International Conference on e-Science (e-Science), vol. 2, pp. 87–90 (2014)Google Scholar
  13. 13.
    Chunpir, H., Moll, A.: Analysis of marine ecosystems: usability, visualization and community collaboration challenges. Procedia Manufact. 3, 3262–3265 (2015)CrossRefGoogle Scholar
  14. 14.
    Freeman, P.A.: Is 'Designing' Cyberinfrastructure - or, Even, Defining It - Possible? First Monday 6(12) (2007). (Accessed on 11 October 2015)
  15. 15.
    Chunpir, H.I., Rathmann, T., Ludwig, T.: The need for a tool to support users of e-science infrastructures in a virtual laboratory environment. Procedia Manufact. 3, 3375–3382 (2015)CrossRefGoogle Scholar
  16. 16.
    Chunpir, H.I., Rathmann, T.: E-mail analysis of a user- staff communication in e-research, pp. 1–26, Hamburg (2015)Google Scholar
  17. 17.
    Chunpir, H.: C3Grid - INAD : Support centre with semi-automatic notification andcoordination for experts work, pp. 1–10, Hamburg (2013)Google Scholar
  18. 18.
    Chunpir, H., Williams, D., Cinquini, L., Kindermann, S.: Third Annual ESGF and Ultrascale Visualization Climate Data Analysis Tools Face-to-Face Meeting report. Livermore, CA (2013)Google Scholar
  19. 19.
    Williams, D.N.: Earth System Grid Federation (ESGF): Future and Governance. Livermore, CA, USA (2012)Google Scholar
  20. 20.
    Bernholdt, D., Bharathi, S., Brown, D., Chanchio, K., Chen, M., Chervenak, A., Cinquini, L., Drach, B., Foster, I., Fox, P., Garcia, J., Kesselman, C., Markel, R., Middleton, D., Nefedova, V., Pouchard, L., Shoshani, A., Sim, A., Strand, G., Williams, D.: The earth system grid: supporting the next generation of climate modeling research. Proc. IEEE 93(3), 485–495 (2005)CrossRefGoogle Scholar
  21. 21.
    Cinquini, L., Crichton, D., Mattmann, C., Bell, G.M., Drach, B., Williams, D., Harney, J., Denvil, S., Schweitzer, R.: The earth system grid federation (ESGF): an open infrastructure for access to distributed geospatial data. In: 8th IEEE International Conference on E-Science, pp. 1–10 (2012)Google Scholar
  22. 22.
    OMG, OMG Unified Modeling Language (OMG UML) (2010)Google Scholar
  23. 23.
    Havey, M.: Essential BPM (Business Process Modeling). O Reily Media, Sebastopol (2005)Google Scholar
  24. 24.
    Card, S.K., Moran, T.P., Newell, A.: The model human processor: an engineering model of human performance. In: Boff, K.R., Kaufman, L., Thomas, J.P. (eds.) Handbook of Perception and Human Performance, vol. 2, pp. 1–35. Wiley-Intersience, New York (1986)Google Scholar
  25. 25.
    Watanabe, K., Nishimura, T.: Interpersonal service support based on employee’s activity model. In: Yamamoto, S. (ed.) HCI 2013, Part III. LNCS, vol. 8018, pp. 401–409. Springer, Heidelberg (2013)Google Scholar
  26. 26.
    Kendall, H.: Prehistoric Help Desk!. Support World. Help Desk Institute, Colorado Springs, CO, USA, pp. 6–8, October–November 2002Google Scholar
  27. 27.
    Williams, D.N., Bell, G., Cinquini, L., Fox, P., Harney, J., Goldstone, R.: ESGF: federated and integrated climate data from multiple sources. In: Hiller, W., Budich, R., Redler, R. (eds.) Earth System Modelling, vol. 6, pp. 61–77. Springer, Heidelberg (2013)Google Scholar
  28. 28.
    Hey, T., Trefethen, A.E.: Cyberinfrastructure for e-science. Science 308(5723), 817–821 (2005)CrossRefGoogle Scholar
  29. 29.
    Earth System Grid Federation, ESGF research and development report (2010)Google Scholar
  30. 30.
    ENES, The ENES portal: European network for earth system modelling (2013). Accessed 02 Dec 2014
  31. 31.
    Yin, R.: Case Study Research: Design and Methods, 5th edn. Sage Publishing, Thousand Oaks (2013)Google Scholar
  32. 32.
    Rocco, T.S., Bliss, L.A., Pérez-Prado, A., Gallagher, S.: Taking the next step: mixed methods research in organizational systems. Inf. Technol. Learn. Perform. 21(1), 19–29 (2003)Google Scholar
  33. 33.
    Buchanan, D.A.: Case studies in oranisational research. In: Symon, G., Cassel, C. (eds.) The Practice of Qualitative Organisational Research: Core Methods and Current Challenges, pp. 373–392. Sage Publishing, London (2012)Google Scholar
  34. 34.
    Chunpir, H.I., Curri, E., Zaina, L., Ludwig, T.: Improving user interfaces for a request tracking system: best practical RT. In: Chunpir, H.I., Curri, E., Zaina, L.A.M., Ludwig, T., (eds.), Human Computer Interaction International (HCI) Proceedings. LNCS, vol. 9735, pp. 391–401. Springer, Heidelberg (2016) Google Scholar
  35. 35.
    Hamari, J., Koivisto, J., Sarsa, H.: Does Gamification Work? – A Literature Review of Empirical Studies on Gamification. In: 2014 47th Hawaii International Conference on System Sciences, pp. 3025–3034, January 2014Google Scholar
  36. 36.
    Huotari, K.: Defining Gamification - A Service Marketing Perspective (2012)Google Scholar

Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. 1.Department of Computer ScienceUniversidade Federal de São CarlosSão PauloBrazil
  2. 2.Faculty of InformaticsUniversity of HamburgHamburgGermany
  3. 3.German Climate Computing Centre (DKRZ)HamburgGermany

Personalised recommendations