The IJIS Institute has announced the opening of a GJXDM national virtual help desk to serve developers in government and industry who are working on implementing the Global Justice XML Data Model (GJXDM). More than a conventional help desk, the GJXDM Help Desk will contain a significant knowledge base that users can access over the web, and then submit unanswered questions via the web or telephone. The help desk is staffed in three levels of response. Level 1 will be staffed directly by the IJIS Institute to provide the basic responses to questions and build the knowledge base in addition to managing the project. Specific domain expertise will be available as Level 2 support from the National Center for State Courts and SEARCH, the national consortium on integrated justice. Further support from technical expertise of member companies and the Georgia Tech Research Institute will be available for the most difficult technical questions.
The goal of the help desk is to get answers back to developers within 24 hours wherever possible. The operation will keep open hours of 8 am to 8 pm eastern time to ensure service to the west coast during afternoon hours.
This could be the model for many other federal/state/local iniatives.