[CWG-Stewardship] Blog: ICANN's High Standards Recognized with Industry Achievements

[Grace Abuhamad]

Dear all, 

The blog below may be of interest to the CWG:
https://www.icann.org/news/blog/icann-s-high-standards-recognized-with-indus
try-achievements

ICANN's High Standards Recognized with Industry Achievements
 <https://www.icann.org/news/blog/icann-s-high-standards-recognized-with-ind
ustry-achievements#>
<https://www.icann.org/news/blog/icann-s-high-standards-recognized-with-indu
stry-achievements#>
<https://www.icann.org/news/blog/icann-s-high-standards-recognized-with-indu
stry-achievements#>
<https://www.icann.org/news/blog/icann-s-high-standards-recognized-with-indu
stry-achievements#>
<https://www.icann.org/news/blog/icann-s-high-standards-recognized-with-indu
stry-achievements#>
<https://www.icann.org/news/blog/icann-s-high-standards-recognized-with-indu
stry-achievements#>
As Continuous Improvement Manager for ICANN's IANA department, my role is to
help ensure that we meet our strategic objective of advancing
organizational, technological and operational excellence. The idea of
continuous improvement, a founding tenet of ICANN culture, is the commitment
to achieving excellence with the understanding that processes and dynamics
are constantly evolving. Our team is committed to demonstrating high
standards of service and we strive to strengthen our commitment to
stakeholders as we move forward together.
We have several processes in place for the independent review of IANA
functions' work and to ensure reliable, quality and efficient service in our
various registration roles. Recently, several achievements have highlighted
our department's dedication to these goals.
Today we announced <https://www.icann.org/news/announcement-2015-04-02-en>
that we have achieved the Service Organization Control (SOC) 3
certification, previously known as Systrust, of our Domain Name System
Security Extensions (DNSSEC) Root Key Signing Key systems for the fifth
consecutive year, and also successfully completed our SOC 2 Report, which
evaluates key systems used to support IANA transaction processing functions.
International accounting firm PricewaterhouseCoopers (PwC) conducted all SOC
audits, past and present.
The SOC 3 and SOC 2 are part of a set of audits developed and managed
jointly by the American Institute of Certified Public Accountants (AICPA)
and the Canadian Institute of Chartered Accountants (CICA). Undergoing
independent audits helps assure that we have the appropriate internal
controls in place to meet availability, processing integrity and security
service levels for the IANA functions. The audits are conducted annually and
our team is constantly evaluating and updating our systems and controls.
In November 2014, we released findings
<https://www.icann.org/news/announcement-2-2014-12-17-en>  from the IANA
Functions Customer Service Survey. Ninety-three percent of respondents
reported overall satisfaction with the quality of service delivered for all
of theIANA functions. The survey was administered independently by Ebiquity,
a global media, marketing and reputation consultancy. IANA functions
customers who had used the services in the previous 12 months were invited
to participate. This is the third year we have solicited user feedback,
which we use to drive future process improvements. Read more about the
survey findings 
<http://www.iana.org/reports/2014/customer-survey-20141217.pdf>  [PDF, 968
KB].
In addition to these recent achievements, our department also received
EFQM's "Committed to Excellence" certification, following an assessment
conducted by a panel of three independent assessors in August 2013. Founded
in 1989, the European Foundation for Quality Management (EFQM) is the
not-for-profit membership foundation that publishes the EFQM Excellence
Model, a comprehensive management framework used by more than 30,000
organizations around the world. ICANN proactively engaged EFQM to perform
the review and identify improvements using its model. Today, we are working
to further enhance our performance and operations, within the EFQM
framework, based on the feedback received during the assessment.
ICANN embarked on a path toward operational excellence of the IANA functions
over five years ago and our 2014 Service Organization Controls audit reports
demonstrate our emphasis on having the appropriate controls in place for the
IANA functions. Our commitment to continuous improvement remains a key
priority for the organization.


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