FY20-Q2 OKR Support Department OKR: Revamp Support Onboarding => 56.25%

Checlist:

[x] Align onboarding with top priorities of DevOps life cycle [ ] Complete "core" tasks [ ] Send out survey to new hires to determine if they feel prepared for handling GitLab related support tickets [ ] Reduce overall time to first contribution and time to submit 20 responses in a week.

Retrospective

• This is a process that will span multiple quarters, but the process is going well. An MR is in place to make issue boards importable (hopefully will be in 12.2) and videos are being made weekly.

Good

• We have made many videos centered around a variety of topics
• We centered the proposed onboarding process around the DevOps life cycle
• Most of the "core" issues have been completed (videos, docs, etc.)
• New hires on AMER-C are contributing within the first month. On days where they contribute, they are averaging 3-5 replies a day.

Bad

• Found out half-way through the quarter issue boards were not importable. Being a key part of my revamp, this threw a good-sized wrench in the process.
• Finding volunteers for making videos was a pain point initially
• As the new process is not live, we have not sent out surveys

Try

• Once the "core" is finished, I should place more urgency on the "secondary" tasks.
• Once "core" is finished and issue boards are importable, make this live.