This can be any unexpected internet outages that can cause dropped VOIP phone calls, delays due to maintenance, or even delays due to weather . If the problems have some sort of impact to the party member, this starts the generation of a HotRep . Now all these reports generate a ticket ID number for easy tracking, this information in the past has not been tracked, however it can be implemented for easy searching if needed . HotReps are generally tracked by either the party member type, dates or mission numbers which will be implemented on this database tracker . From there all the information must be gathered . This includes what went wrong, when it went wrong, and how it is impactful to the party . A request to provide feedback to the contact once a solution is found can be provided at this time . Once all information has been collected it is then forwarded to the appropriate agencies to determine the issue . If it is an internet outage on a certain provider, then it is investigated further through either ViaSat or Boeing . If the problem is a maintenance issue delay, it is passed to the aircraft maintenance department . Once the cause is known, it is documented, and closed out . This information will be updated in the database tracker by an OGK employee and if feedback was desired, feedback will be provided back to the customer on what the issue was and the solution to the problem . Once all processes are complete, the user may resume service and report any additional issues via the same manner . Now generally these problems are resolved very quickly while in flight or on the ground, however this information must be documented . Service can be resumed almost instantly before the entire process is even completed .
Database Development This tracking database will consist of many different tables that are foreign keys to the main table called “HotRep . ” The relationships within the database so far looks like this: Within each table, there will be information about different subject . Some of which will need to be added if they are not already preloaded into the system . These additional adds will be in the method of filling out a simple form . There are currently three different form options: New Employee, New Party, and Create New HotRep . The new employee information is important to provide feedback back to the party member, by having the employee in the system, it allows whoever is tracking this database a ‘go to’ person . The ‘New Party’ form allows individuals to add new users to the system . This happens from time to time when a new user can fly with the 89 th AW and if any issues arise, we can add them to the database .
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- Fall '19
- The Gathering