[ICANN-CSC] [Ext] Re: PTI's February 2017 report to the CSC

[Elise Gerich]

Hi Elaine,

 

Thanks for sharing that you have a couple of thoughts that you would like to discuss further in our upcoming meeting.  These may fit nicely into the discussion about measurement enhancements and implementation an item in Byron’s draft agenda.  Here is the list  of discussion topics that I have collected from our teleconferences:

 

CSC Develeopment Discussion Items List 

 
Measurement of Calendar Days or Business Days
Clarification of measurements for Manual Lodgment Time
Measuring Technical Checks 
Concurrent instead of Sequential
Temporary proposal for reporting from both Limon and Jay (until the queuing issue is implemented)
Update on recent optimizations
 

Your suggestion of a “predictive indicator” is an excellent addition to the list for discussion.

 

Thank you,

--Elise

 

From: Elaine Pruis <elaine at donuts.email>
Date: Friday, March 10, 2017 at 7:19 PM
To: Elise Gerich <elise.gerich at iana.org>, "icann-csc at iana.org" <icann-csc at iana.org>
Subject: [Ext] Re: [ICANN-CSC] PTI's February 2017 report to the CSC

 

Thanks Elise.

Some thoughts about clarification taking time that pushes your team up against (or over) the SLA that I would like to discuss in our meeting in CPH--

 

I would like to somehow capture the "typical turn around time" so that it can be used as a predictive indicator for how long these things take---to help with project planning.

I understand the length of time waiting for a response from a customer isn't indicative of staff's efforts. 

Can we think of a way to capture the back and forth time and publish it, 

without impacting your SLAs?

 

Thanks

 

Elaine 

 

On Fri, Mar 10, 2017 at 10:03 AM Elise Gerich <elise.gerich at iana.org> wrote:

Dear Colleagues,

Well, in our rush to get the report to you early, we overlooked a discrepancy with the text describing the exceptions.  Please accept this updated version of PTI’s report to the CSC for the month of February 2017.  PTI met the overall service level agreement 97.6% of the time and the exceptions for targets missed are described in the related narrative within this updated report.

Best regards,
--Elise

-----Original Message-----
From: Elise Gerich <elise.gerich at iana.org>
Date: Thursday, March 9, 2017 at 7:52 PM
To: "icann-csc at iana.org" <icann-csc at iana.org>
Subject: PTI's February 2017 report to the CSC

    Hello,

        Attached is the performance report from PTI for the month of January 2017.  PTI met the overall service level agreement 97.6% of the time and the exceptions for targets missed are described in the related narrative within the report.

    Look forward to meeting with you all in Copenhagen next week.

    Best regards,
      --Elise

    Elise Gerich
    President | PTI
    12025 Waterfront Drive | Suite 300
    Los Angeles, CA 90094
    +1-310-463-1108






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Elaine Pruis, Vice President, Operations
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