HR: 1340h
AN: SF23A-0047    [Abstracts]
TI: Customer Support Operations In Support Of The NASA/JPL Physical Oceanography Distributed Active Archive Center (PO.DAAC)
AU: * Heinz, S L
EM: sue@seastar.jpl.nasa.gov
AF: Raytheon ITSS, 299 N. Euclid Avenue, Suite 500, Pasadena, CA 91101 United States
AU: Chen, Y M
EM: ying@seastar.jpl.nasa.gov
AF: Raytheon ITSS, 299 N. Euclid Avenue, Suite 500, Pasadena, CA 91101 United States
AB: PO.DAAC is responsible for the ingest, archive and distribution of data relevant to the physical state of the ocean. The PO.DAAC provides a level of service for customer support for core Earth Observing System Data Information System (EOSDIS) missions such as TOPEX/POSEIDON, Jason, SeaWinds on QuikSCAT, SeaWinds on ADEOS-II, NOAA AVHRR and MODIS. PO.DAAC's level of support has broadened recently to include missions outside of the EOSDIS including, WindSat, GHRSST, Naval Oceanographic, Monterey Bay Aquarium, AirSAR and GOES. Customer support operations is managed and conducted in partnership between Raytheon ITSS and JPL and includes a full complement of services to accommodate the various PO.DAAC and Earth Observing System user communities. Customer support activities are ubiquitous to service industries from banking to shopping and this presentation will detail how two operational applications have been adopted for use in Earth Science data communities. Customer Response Management Operations System Integrated system that combines PO.DAAC's communications channels including web, email, phone and personal interactions into one intelligent knowledge base. The knowledge is shared with customers and the entire team to deliver consistent and timely information. The system allows 24 x 7 customer support service via extensive on-line searchable knowledge base. PO.DAAC has customized the system to fully integrate with PO.DAAC's existing legacy database and order tracking system. Website Communication Channel The newly redesigned PO.DAAC website (http://podaac.jpl.nasa.gov) is the central gateway to all of the Data, Tools and Services offered at the data center. The consistent look and feel was developed to enhance the ease of searching and ordering earth science data in particular. Data is accessible within a few clicks using the improved dynamic data catalog interface. New data products and information are delivered quickly to customers via the dynamic system and templates.
DE: 6344 System operation and management
DE: 4599 General or miscellaneous
SC: Special Focus: Advances in Data Acquisition, Management, Analysis and Display [SF]
MN: 2004 AGU Fall Meeting