Technical Support Guild Budget Proposal - December, 2021 and Q1, 2022

Big thanks @brent for this super detailed update report. Hats off for being so transparent with the successes and challenges currently faced, this update sets an excellent example for other Service DAOs to follow suit. The Aragon community is really lucky to have you and the rest of tech support guild members supporting them on their journeys, so just wanted to say a big thank you for everything you are doing :slight_smile:

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That is fire! Thank you for pushing it forward to you and the entire team!

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@brent you’ve provided a detailed and shining example of how DAO teams collaborate and decentralise. Thank you to you and your team for the excellent results. Given the teams outstanding track record I hope we will see a Main DAO proposal for ongoing funding and the formal establishment of the Tech Support Sub Dao. Just a note that with the exception of December 2021 the standard I’ve requested for all ESD funded proposals is as you have provided here, monthly reporting via the initial proposal to provide public transparency.

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February EOM Report

Support Deliverables

  • Monthly guild compensation will be 5250 USDC and 934.1637 ANT @ $5.62 disbursement for a total of $10500 USD.
  • During the month of Feb, the guild has helped 133 customers with 155 conversations in Help Scout this is down from 186 customers and 216 conversations. This is most likely due to having 3 fewer days in Feb than January.
  • Proficiency increased to an estimated 77% of tickets being resolved in under 4 hours from 67% and 69% were resolved on the first reply, up from 58%. KPI metrics are kept well within the range required under this proposal.
  • Support is no longer a main issue of discussion as the guild now has become 100% experts on the topic and most issues that come up are trivial to the tech guild and no longer need discussion.
  • Now that we have a little over a month with tagged tickets there are some statistics on most common support issue. #1 is “Client” at 153 which I attribute to general DAO setup problems. #2 most common tag was Polygon at 48 tags followed by #3, govern with 36 tags. Some of these stats could possibly be used to draw conclusions as to where users are running into problems and where documentation and UI/UX could focus to limit these issues. i.e. more explanation in the product, links to documentation where people run into issues, etc
  • The guild has created a forum using discourse that will be linked to from the documentation for additive value and will have other sections that will allow users to ask questions. These questions will be public and searchable from within the forum and can be discovered by search engines.

Bounties

  • A bounty was created to investigate the Ghost platform for documentation and its feature set which would allow embedding different forums directly in the documentation and allow users to add additional documentation value. It was determined that Ghost does not work for Aragon’s needs. Total bounty was $225 and 29.032258 ANT @ $7.76
  • Bounties for creating video content over each of the topics in the Aragon Client was redacted into one single bounty which is currently ongoing. This bounty is for a video miniseries comprised of 6 videos. Total original bounty was $800 USD and 104.71204 ANT @ $7.64. After being redacted we are discussing how to proceed with this.
  • The Fundamentals and Aragon Client bounty has been completed by the guild however, the bounty calls for 3 members of the community to review and give feedback before it can be closed out. Three individuals have recently been chosen and they are reviewing now. The bounty is $2250 USDC and 505.61 ANT @ $4.45
  • Marta will be reviewing the Aragon Client documentation for readability by a non technical person and will be making slight wording and visual changes for improvement. The compensation for this bounty is $200 USDC and 35.84 ANT @ $5.58

Decentralization progress

  • The guild has decided to rename itself as “Aragon dTech” as this better aligns with many of the discussions and concerns that have been brought up. The first concern is if the guild is working with external organizations, how can the name represent of Aragon? By putting the name Aragon directly into the guilds name it clearly shows its roots. Second, the guild is starting to get involved in other areas that require technical knowledge but is not customer support. Having “dTech” in the name shows they are capable of doing more than just support. (QA, testing, DAO setup, Documentation)
  • I am no longer creating these end of month reports by myself. This EOM report was reviewed by everyone in Aragon dTech, each contributing to its final form. This EOM report started as a rough draft then moved to group contribution before submission.
  • The current proposal the guild is operating under will expire in one month. The guild is also involved in creating the next proposal by adding input. Q3 proposal should be autonomous with or without my guidance.
  • The guild expanded on the Aragon dTech discord to experiment with different bots and webhooks connecting WEB3 tools. At this point the future role of this Discord server remains unknown. It is a work in progress and is in an exploratory phase. Managing these channels, bots, and ideas in the Aragon discord would add too much noise and confusion.
  1. Strangely, I am proud to say I have given zero input to technical support. The guild has taken on this task 100%, each member stepping up to do what is needed to ensure all tickets are resolved and questions answered in discord, except for myself. This shows that without input, without supervision, and without guidance the guild is managing support autonomously. Hardening this process and adding resiliency is the next phase.
  • After proposing (Delegations) to the guild and using the integrative decision making process with @b3n, the guild has now been split into two major memberships: Aragon dTech Core members and Aragon dTech Contributing members. The separation of these categories allows the guild to bring in new contributing members with out threatening the compensation of those making the decision of adding additional members. Core members will receive 75% of their compensation as a set amount each month and 25% will be via coordinape circle. Contributing members will be compensated through bounties. Core members will mentor the contributors training them to help with the core member delegated tasks. Currently there are 4 core member delegations (Tech Support Operations, Aragon dTech Operations, Bounty Management, Documentation). Aragon dTech Core members will be experts in their delegation understanding every aspect there is to know. The Core members will use Aragon dTech contributing members to fill new core member delegations as additional tasks are required of the team. Everyone at this stage will be involved in Technical Support regardless of their core delegation. March will be the start of delegations. You can read more about this here. More in depth information about each of these delegations will be added for transparency soon.
  • Two new members have been added as dTech contributor members, with 5 more lined up to join after having initial interviews. It will not stop after these 5, many more contributors will be added.

Concerns

  • How will proactive work be compensated that is not in the scope of a delegation or a bounty? This proactive work would be considered by the majority as needed and was quality input. Maybe it is something that needed to be done quickly and could not wait for a bounty to be created and awarded.
  • Making sure Aragon dTech contributors have enough compensation through technical bounty work. Part of this can be resolved by offering training and learning (also seen as an incentivization), the Aragon dTech core members identifying tasks that can be handed to the contributors, and input from the rest of the Aragon community e.g. If something is not being done or could be done, join one of the weekly open calls and point it out. Amount of work should not be a limiting factor. At the time of writing this there is not enough to support 6 contributing members, that is why this is listed under concerns, it should be resolved in the month of March.

Forward Objectives:

  • Now that there is a structure which allows the guild to easily add new Aragon dTech Contributors and we have added two more, we will be focused on building the Aragon dTech Contributor membership to 6 people and more as Aragon grows.
  • A standard for offboarding Aragon dTech members will be put in place. Protocols will be made for when members leave on their own terms and when Aragon dTech Core members come to consensus a member needs removed. Likewise, in what circumstances and how are are core members removed?
  • Trial an initiative for which the guild will setup DAOs once a week/month. This is part of a proposal being put forth to the guild and the community (“DAO Setup & Help Paths”) and is currently taking shape. There will be open discussions about the pros and cons for this and how this initiative can help drive adoption of Aragon.
  • Review and report on the UX when users seek help from Aragon. From the learning about DAOs phase, learning about Aragon phase, setup phase, and when running/administering their DAO. How do they find help while using our products, from within discord, from documentation, social media, and from any of our websites.
  • Aligning with @Harry and @ramon for Zaragoza knowledge: Help guides, tutorials, Q&A. Aragon dTech should be prepared for Zaragoza before it is released to efficiently provide support.
  • Investigating dWork for managing Aragon dTech bounties
  • Creating the Q2 2022 proposal and including contribution from all Aragon dTech members

Comprehensive as always. Aragon dTech team you’re establishing an excellent track record. You have my 100% and ongoing support to continue killin it. @brent I’m so proud of you - everything since that initial pay rate negotiation (above) to gathering and building an amazing team - talented, always learning, testing and sharing insights that will grow this network - for empowering contributor autonomy, developing security for your core and organisational structure for the DAO. I know you are unlikely to claim responsibility for this I understand this is 100% teamwork but under different leadership, we could have a very different outcome, under your stewardship dTech is a brilliant example of how to decentralise and a testament to the power of DAO.

Questions / Feedback

Love the metrics! Do you have a dashboard? is this help scout reporting? Keen to learn about how your team is tracking performance so effectively because as a result, you not only prove the team is delivering and continuing to improve, this data is also surfacing insights that can potentially inform tech development and documentation decisions.

Are these ANT a daily spot pricing or the 60 days MA?. Would need @AlexClay to confirm the value is as per accounting. In general, I would prefer to see any USDC:ANT value expresses as the USDC equivalent amount. The proposal already shows that it is currently a 50:50 Split but I understand that our accounting practices continue to evolve as we look to build stability into reward compensation given token price movements. Imo I don’t think we need to identify people and bounty rewards in this format. Its good information to include but you could say simply

In February 2022 x # bounties were paid totalling y USDC equivalent. Discussion follows

Keen to see this! can it be linked here yet?

Great to see the team thinking about this. I also think it is an important decision to be had in discussion with @Shawncubbedge for onboarding and @mheuer for the umbrella proposal because of its broader application across AN DAO

Confirming that dWork investigation is in collaboration with the current bounty holder?

Keep up the great work

Thanks for your comments.

Love the metrics! Do you have a dashboard? is this help scout reporting? Keen to learn about how your team is tracking performance so effectively because as a result, you not only prove the team is delivering and continuing to improve, this data is also surfacing insights that can potentially inform tech development and documentation decisions.

100% we can use this data. @harry and I are already aligning on this as he may have interest in that information. As far as where the stats come from… Mostly Helpscout. I would love to have metrics from Discord because a lot of the work that is not seen in Helpscout takes place in Discord. One of the forward objectives is “Review and report on the UX when users seek help from Aragon.” How can we report on Discord help. I have ideas and I am sure others do to. Hopefully we have a solution for end of March.

Are these ANT a daily spot pricing or the 60 days MA?. Would need @AlexClay to confirm the value is as per accounting. In general, I would prefer to see any USDC:ANT value expresses as the USDC equivalent amount. The proposal already shows that it is currently a 50:50 Split but I understand that our accounting practices continue to evolve as we look to build stability into reward compensation given token price movements. Imo I don’t think we need to identify people and bounty rewards in this format. Its good information to include but you could say simply

There was a discussion about how to do this at the end of Jan but there was no Aragon wide decision. So it was decided that until there is a decision made, it would be the price of ANT upon announcement.
A moving average page that grabs the price from Coinmarketcap or Coingecko… or even better Chainlink, and gives an MMA3, MMA7, and an MMA14 could be useful for announcing bounty compensation. I am a strong believer in letting people know upfront what the compensation will be rather than letting the market decide over the course of a project hence why the ANT price was given upfront. It is my understanding other bounties now have a 6 day MMA applied just before disbursement. Will align with Alex on this a little more. I can report the bounty amounts as 100% USDC on future EOM reports.

Keen to see this! can it be linked here yet?

Forum link in test environment, playing with it now and discussing what will work best https://aragontesting.trydiscourse.com/

Confirming that dWork investigation is in collaboration with the current bounty holder?

No it is not, this was not under a bounty. It was just in the interest of a few people. But that is a good point, if someone is already investigating… we should align with them for results.

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End of Season Report

Initial Funding

  • Deliverable funding: $48,000
  • Bounty funding: $18,000

Final expenditure

  • The Guild has spent $41,447.37 out of the $48,000 budgeted for deliverables saving $6,552.63 which we request to be rolled over to Season 1.
  • A total of 14 bounties were set up to the value of $15,085.02 out of the budgeted $18,000 saving $2,914.98 which we request to be rolled over to Season 1.
    5 bounties involving other members of the community for transparency and collaboration. The complete list and statuses of the bounties are found here.

Original Deliverables

  • Each month the Steward of the Guild will publish a report detailing the achievements and learning from the Guild activities - Completed Monthly
  • As per the Proposal for Season 0 success will be defined by the minimum criteria:
  1. All tickets assigned and replied to within 24 hours (Detailed Stats) - Completed Monthly

  2. Average ticket resolution within 1.5 days (Detailed Stats) - Completed Monthly

  3. A majority of tickets will be resolved using resources within the guild itself - Completed Monthly

  4. A platform will be created to streamline reporting of errors and bugs - Semi-Completed - More collaboration with product and development teams has recently been initiated to integrate with their current systems. This has been a blocker in the past. Ideally, this will involve their current tracking system.

  5. A process will be created to propose changes to FAQ and to create an Aragon guide over all tools at Aragon - Completed

  6. Improvements will be made to move the Technical support guild’s tools and processes into further decentralization - Completed

Additional deliverables

  • Humanode third party development work -.Completed
  • Gathering UX regarding Aragon Support - Ongoing
  • Public WIKI page - Completed
  • Standardizing Aragon User and Developer documentation - Ongoing
  • Redesigned the Guild’s membership structure - Completed
  • Experimented with Dework in alignment with Ops Guild - Completed

Bounties

  1. Christmas Candy (Work during holidays) - Completed
  2. Technical docs TOC and FAQ - Completed
  3. Docs Fundamentals & Aragon Client - Completed
  4. 3/1 Review of Aragon Client - Completed
  5. 3/2 Review of Aragon Client - Completed
  6. 3/3 Review of Aragon Client - Completed
  7. Ghost base implementation - Completed
  8. Recreating Docs Aragon Govern, Court, Voice, Vocdoni (P2.M3.N1) - Completed
  9. Edit/ Review Docs Aragon Govern, Court, Voice, Vocdoni (P2.M3.N2) - Completed
  10. Edit and review Aragon Client and fundamentals - Completed
  11. Review Docs Aragon Govern, Court, Voice, Vocdoni (P2.M3.N3) - Completed
  12. Review Docs Aragon Govern, Court, Voice, Vocdoni (P2.M3.N4) - Completed
  13. Discourse links to existing doc pages (P2.M3.N5) - Completed
  14. Testing UX (User Experience) dTech Support (P1.M3.N1) - Completed

Thank you to everyone involved. I am available for any questions and am able to provide any additional details that may be requested. A more detailed report with statistics is available in Notion on the dTech WIKI page here.

@daniel-ospina @fartunov @lee0007

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Thank you for the report dTech and for all the work in the previous few months during season 0.

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Thank you for the concise version of all the amazing work that was achieved in season 0. I hope you agree that although simple, this is an impressive list of achievements and a clear testament to the excellence of the DAO’s inaugural working group. You have delivered above and beyond I look forward to seeing what the next season brings for dTech.

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ESD General Meeting Monday 18 April UTC 1900: Unanimous agreement to complete Epoch 0 funding

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