Purpose
This guide is intended to help site administrators choose a Site Support Model, which determines the level of support provided by the NSSP team. This can help the onboarding process go more smoothly.
Varying levels of support
This content is part of a series of online job aids related to onboarding. These resources are meant to be used together along with New Facility Onboarding —The Complete Guide.
Download this job aid: Site Support Model
This guide is intended to help site administrators choose a level of support that meets their site needs. Onboarding is not a one-size-fits-all process. Your choice of Site Support Model determines how much technical support the NSSP team will provide when you onboard new facilities.
Select a Site Support Model before you start the onboarding process. There are three models: full, blended, or self-support. If you're unsure, please contact the NSSP Service Desk (account required).
Self-Support Model
Sites complete the engage, connect, validate, and operate onboarding phases with minimal support.
| Self-Support Model | ||
|---|---|---|
| Phase | Responsibility | Characteristics |
| Engage | Site | Guides facilities through onboarding processes |
| Connect | Site/Onboarding | Guides facility with connectivity to the BioSense Platform |
| Validate | Site | Validates raw and processed data |
| Operate | Site/Onboarding | Monitors facility activity and timeliness; performs production support and implements improvement initiatives |
Blended-Support Model
The onboarding team will provide varying levels of support across all phases. Priority for registration and onboarding will vary. If support is needed for onboarding, please contact the NSSP Service Desk.
| Blended-Support Model | ||
|---|---|---|
| Phase | Responsibility | Characteristics |
| Engage | Site/Onboarding | Guides facilities through onboarding processes |
| Connect | Site/Onboarding | Guides facility with connectivity to the BioSense Platform |
| Validate | Site/Onboarding | Validates raw and processed data (optional); requests onboarding support if needed |
| Operate | Site/Onboarding | Monitors facility activity and timeliness; performs production support and implements improvement initiatives |
Full-Support Model
The onboarding team will provide substantial assistance to the site and associated facilities across all phases of onboarding. The NSSP onboarding team will schedule activities and involve the site administrator at each step, and in every activity. If support is needed for onboarding, please contact the NSSP Service Desk.
NSSP's expectation is that site administrators will gain proficiency and eventually move from the full support to blended or self-support model. Sites that request full support will receive the lowest priority during registration and onboarding and will have the least control over their target onboarding dates.
| Full-Support Model | ||
|---|---|---|
| Phase | Responsibility | Characteristics |
| Engage | Onboarding | Guides sites through onboarding activities with facilities |
| Connect | Onboarding | Guides facility with connectivity to the BioSense Platform |
| Validate | Onboarding | Assesses quality of the facility’s raw and processed data and gives feedback to site |
| Operate | Onboarding | Monitors facility activity and timeliness; recommends improvements to site administrator |