Survey Ops - Scope Overview

Many incentive programs for Microsoft Partners include a requirement for partners and/or customers to respond to a survey about the customer-facing activity or work completed by the partner, as part of proof of execution when a partner is claiming an incentive payment in a particular program. The Survey/1:Many Ops team owns the creation and editing work for all surveys used by the incentive programs and offers administered in the following platforms: MCI, Special Investments, Events, MRPP, and MWPA. 

Internal Microsoft stakeholders (primarily incentive program business owners) submit survey add/update requests via https://aka.ms/request/survey for updates to existing surveys or net new surveys to be created and completed by our team. Requests submitted via this form are automatically converted into "Ops Work" work items in the OneMW/PartnerIncentivePlatform-DevOps ADO project space, for tracking and visibility.

Please review the Training Videos in our Reply Teams Channel for Surveys for an overview and in-depth walk through: MCAP Accelerator | Surveys | Microsoft Teams.

Service Expectations

1. Survey Ops follows the general escalation guidance for MCI Support found here: https://aka.ms/MCIBIEEscalationsProcess/POEReviewSupport  ​
2. Engagement owners are responsible for escalations regarding engagement-specific delivery content & POE.​
3. Survey Ops is responsible for:​
   • Triaging survey intake
   • Net new survey builds
   • Survey content edits, bugs and corrections
   • Tracking survey build workloads
   • Monitoring and enforcing compliance requirements for survey content
   • Supporting engagement owners in launch and update cycles for their engagement's survey content.
4. Survey Ops is responsible for collecting and analyzing internal and external stakeholder feedback on the Survey Admin Tool, and using this information to provide recommendations, feature requests, and user stories to Valorem and Microsoft development teams for platform and tool improvements, as well as participating in User Acceptance Testing efforts for changes to the MCAP & MCI set of tools and platforms.
5. Survey/1:M Ops is responsible for pursuing continuous improvement efforts to increase efficiency, quality and accuracy of processes and workstreams related to surveys.

Resources

Reply credentials

• Team walking deck: Survey & 1toMany Ops Walking Deck.pptx

• Team RACI: Support & 1toMany Ops Valorem RACI.xlsx

• Team channel files: Resources & Tools

Microsoft credentials

• Engagement-specific contact paths defined here: https://aka.ms/MCIEngagementsBGCOEContacts  ​
• Current configured engagement details tracked here: https://aka.ms/MCIEngagementsIDMasterList​
• Survey new/change/bug request intake here: https://aka.ms/request/survey
• Operations working files: Survey & 1toMany Ops Team

Survey Ops Article Directory

1. Survey/1:Many Ops Home Page
2. Survey Ops - Scope Overview
3. Survey Ops - Tools & Resources
4. Survey Ops - User Experience POVs
5. Survey Ops SOP - Create New Surveys
6. Survey Ops SOP - Edit Existing Surveys
7. Survey Ops SME - Intake Triage Process