The Importance of User Feedback in Sustaining Trusted Repositories

The NASA Earth Observation System Data and Information System (EOSDIS) has been operating since 1994 and is serving a global user community with well-managed Earth science data in a variety of scientific disciplines. EOSDIS processes, archives and distributes data and information products resulting from spaceborne and airborne instruments as well as in situ measurements from field campaigns. The Earth Science Data and Information System (ESDIS) Project at the NASA Goddard Space Flight Center manages EOSDIS with its 12 Distributed Active Archive Centers (DAACs) located across the United States. During the entire life of EOSDIS, the ESDIS Project and the DAACs have deployed many different mechanisms for user feedback, which have proven extremely valuable to their evolution and performance in their service to user communities. Some of the inputs from our user groups have resulted in fundamental changes in the architecture, design and operations of EOSDIS, while others have provided novel ideas for incremental changes. The EOSDIS DAACs have User Working Groups (UWGs) that represent broad user communities in the Earth science disciplines served by the DAACs. The UWGs meet periodically to assess and provide feedback on dataset and service priorities. As regular users of the data and services of the DAAC and experts in the scientific disciplines, the UWG members provide valuable inputs for planning and prioritizing the services, as well as addition of new datasets, for the benefit of the community. The EOSDIS is evaluated annually through an independently administered survey of its users resulting in the American Customer Satisfaction Index (ACSI). The survey provides an ACSI score as well as free-text suggestions from users, which are also helpful in making specific system improvements. In addition, each of the DAACs has a user services group that address on-going requests for help and other comments from users. The ESDIS Project has established a mechanism through the "earthdata" website (http://earthdata.nasa.gov) for users to provide feedback of any kind and these questions/comments are routed to the appropriate individuals in the Project or the DAACs. These various forms of receiving user feedback and responding to them continue to be extremely valuable in evolving and sustaining our Earth Science repository.