iCarpoolSystem Feedback Process

  1. Request initiated
  2. Requestor completes Feedback Log Template (available on Smart Transportation) completing all columns including Date, Module, URL, Item #, Name, Problem Description. Completed feedback log template should be emailed to .
  3. KC Metro (Anne Bruskland) reviews request and completes an initial assessment.
  4. Reviews the “Problem Description” and contacts the requestor if clarification is required.
  5. If a bug report, KC Metro attempts to recreate the problem.
  6. KC Metro codes the request with the “Type of Issue”. Values used include:
  7. Feature Request
  8. Duplicate
  9. Usability issue
  10. Need more information
  11. Label request
  12. Manual update request
  13. Bug
  14. Clarification
  15. Report request
  16. Support question
  17. KC Metro prepares an initial response including:
  18. Determines the “impact” of the issue (mild, moderate, severe)

Issues impacting the end user have the highest priority; issues impacting multiple administrators also have a higher priority

  1. Determines who the issue affects (vanpool administrator, administrators, users).
  2. Determines if a workaround is available (Yes/No).
  1. iCarpool then reviews feedback log and makes corrections to the log and returns to Anne Bruskland.
  2. Anne Bruskland documents recommended action (in field “technical team recommendation”).
  3. Field values include:
  4. Yes
  5. No
  6. Monitor
  7. Training
  8. TBD
  9. N/A
  10. Decision is made based on the following factors:

Type of issue, impact, the number of requestors, who it affects, is a workaround available, if there is a clear technical path for moving forward, and available funding.

  1. Timeframe
  2. Items identified for iCarpool will be performed by iCarpool at their expense and on their timeframe.
  3. Items identified as “funding may be required” do not have a defined timeline and would be contingent upon a funding stream being secured.
  4. Items identified as “funded and/or under contract” are moving forward. If an estimated date of completion is known, it is added.
  5. Status
  6. If an actionable path is identified that could be taken, or a solution is still actively being sought, the item remains on the open tab.
  7. As items on the “open” tab are addressed, Anne updates their status and moves them to the “closed” tab.
  8. If no actionable path is identified, but it is believed that the idea has merit, the item moves to the “monitor” tab for later review and consideration.
  9. If item is resolved or no action will be taken the item moves to the “closed” tab.
  10. Feedback log will be posted to smart transportation once a month.
  11. When the feedback log is posted KC Metro will also make a post to the PacNW Region Admins group of Smart Transportation. The post will include a list of the items added to the feedback log and a list of any items that have moved to the “monitor” or “closed” tab.
  12. The purpose of the forum post is to inform RNAs of changes to the log so they can choose to review the log for the details of new items or items that have changed status.
  13. To provide comments about a specific feedback log entry, RNAs will need to make a new submission to the feedback log using the Feedback Log Template available on Smart Transportation and referencing the item number that their comment is in regards to.

Updated: 1/29/2014