This deliverable D8.3 presents the design, components, and operational workflow of the IRISCC user support and feedback system, developed within Work Package 8 “IRISCC TA and VA access management” to facilitate efficient, user-friendly access to IRISCC services. The system ensures that researchers working on climate change risks receive clear information and timely assistance both for Transnational Access (TA) and Virtual Access (VA).
Based on a tiered helpdesk approach, the support system includes resources for self-help, general assistance, and specialised scientific and technical guidance provided by the IRISCC installations. It is completed by a specific user feedback loop, which is intended to ensure alignment with user needs and continuous improvement of processes and services based on user comments, suggestions and recommendations. Roles and responsibilities across the various IRISCC actors are clearly mapped using a RASCI matrix, ensuring transparent ownership of tasks and efficient coordination among all staff involved.
