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<DIV dir=ltr align=left><SPAN class=368274817-16012014><FONT color=#0000ff
size=2 face=Arial><STRONG>Alejandro & Carlton,</STRONG></FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=368274817-16012014><FONT color=#0000ff
size=2 face=Arial><STRONG></STRONG></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=368274817-16012014><FONT color=#0000ff
size=2 face=Arial><STRONG>overall we have achieved significant advancements in
IANA regarding Business Excellence. The mechanisms of BE include to focus on
still existing deficits as it is done in IANA as part of their continuous
improvement activities. In that sense we may be kind of proud regarding the IANA
achievements even though we are still away from 100%, knowing that achieving
true 100% may not be reachable for a while (or
never).</STRONG></FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=368274817-16012014><STRONG><FONT
color=#0000ff size=2 face=Arial></FONT></STRONG></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=368274817-16012014><STRONG><FONT
color=#0000ff size=2 face=Arial>....Hagen</FONT></STRONG></SPAN></DIV><BR>
<DIV dir=ltr lang=de class=OutlookMessageHeader align=left>
<HR tabIndex=-1>
<FONT size=2 face=Tahoma><B>Von:</B> ioepanel-bounces@icann.org
[mailto:ioepanel-bounces@icann.org] <B>Im Auftrag von </B>Alejandro
Pisanty<BR><B>Gesendet:</B> Donnerstag, 16. Januar 2014 16:28<BR><B>An:</B>
Carlton Samuels<BR><B>Cc:</B> ioepanel@icann.org<BR><B>Betreff:</B> Re:
[ioepanel] Fwd: IANA Functions Satisfaction Survey Yields Overwhelmingly
Positive Results<BR></FONT><BR></DIV>
<DIV></DIV>
<DIV dir=ltr>Carlton,
<DIV><BR></DIV>
<DIV>thanks for sharing. </DIV>
<DIV><BR></DIV>
<DIV>You mention that there is general satisfaction but also warnings. The only
one I detect in the text you sent is dissatisfaction by .int registrants. Can
you provide more detail so that our recommendations, if they have to take this
into account, are well directed?</DIV>
<DIV><BR></DIV>
<DIV>Yours,</DIV>
<DIV><BR></DIV>
<DIV>Alejandro Pisanty</DIV></DIV>
<DIV class=gmail_extra><BR><BR>
<DIV class=gmail_quote>On Thu, Jan 16, 2014 at 9:15 AM, Carlton Samuels <SPAN
dir=ltr><<A href="mailto:carlton.samuels@gmail.com"
target=_blank>carlton.samuels@gmail.com</A>></SPAN> wrote:<BR>
<BLOCKQUOTE
style="BORDER-LEFT: #ccc 1px solid; MARGIN: 0px 0px 0px 0.8ex; PADDING-LEFT: 1ex"
class=gmail_quote>
<DIV dir=ltr>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default>It would appear that most everyone's happy with the IANA
operations. But if you read the details you might get a different sense of the
good news.</DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default><BR></DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default>The target for the survey was members of specific
groupings who used any of the services under consideration in the previous 12
months. The results were anonymised.</DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default><BR></DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default>The 2012 unsegmented survey conducted by ICANN had an
overall 80% satisfaction in a response rate of 20% (1,000 solicitations)
compared to high 90's satisfaction in a response rate of 8% for the
independently-administered 2013 survey (112 of 1491 solicitations).</DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default><BR></DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default>The customer group with highest level of dissatisfaction
in 2013 was .INT registrants. Satisfaction was still in the high 80's of the
ten (10) respondents from the ninety-five (95) solicited.</DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default><BR></DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default>Only six (6) of the thirty-three (33) Trusted Community
Representatives (TCR) responded. There were no responses from RFC authors (161
solicitations) and requestors of delegations/redelegations (17, all ccTLD
related).</DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default><BR></DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default>49% of those who responded didn't know there was a process
to handle customer service complaints. Almost all (would be happy to use
it though.</DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default><BR></DIV>
<DIV style="FONT-FAMILY: 'comic sans ms',sans-serif; FONT-SIZE: large"
class=gmail_default>-Carlton</DIV>
<DIV><BR>==============================<BR>Carlton A Samuels<BR>Mobile:
876-818-1799<BR><I><FONT color=#33cc00>Strategy, Planning, Governance,
Assessment &
Turnaround</FONT></I><BR>=============================</DIV><BR>
<DIV class=gmail_quote>
<DIV dir=auto><BR>
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<H2>News Alert</H2>
<P style="MARGIN: 0px 0px 10px; FONT-FAMILY: arial; FONT-SIZE: small"><A
href="http://www.icann.org/en/news/announcements/announcement-15jan14-en.htm"
target=_blank>http://www.icann.org/en/news/announcements/announcement-15jan14-en.htm</A></P>
<HR style="MARGIN: 20px 0px 0px">
<H2 style="MARGIN-BOTTOM: 0px; CLEAR: left">IANA Functions Satisfaction
Survey Yields Overwhelmingly Positive Results</H2>
<P style="MARGIN: 15px 0px 0px">15 January 2014</P>
<P><STRONG><A
href="http://www.iana.org/reports/2013/customer-survey-20131210.pdf"
target=_blank>Read the report »</A></STRONG> [PDF, 1.19 MB]</P>
<P>ICANN is reporting extremely high levels of customer satisfaction
according to the results of the 2013 Internet Assigned Numbers Authority
(IANA) Functions Customer Satisfaction Survey.</P>
<P>"We are pleased with the high level of satisfaction reported by our
customers," said Elise Gerich. ICANN's Vice President of IANA and Technical
Operations. "We continue to explore ways to improve the service of
administering the protocol parameter registries, the allocation of Internet
numbers, and changes to the root zone."</P>
<P>The survey, conducted by Ebiquity, investigated seven critical areas of
the IANA functions, including:</P>
<UL>
<LI>Documentation quality (100% satisfaction)
<LI>Process quality (100% satisfaction)
<LI>Accuracy (99% satisfaction)
<LI>Courtesy (99% satisfaction)
<LI>Transparency (95% satisfaction) </LI></UL>
<P>Unlike the previous year's survey, the 2013 survey targeted specific
customer groups to better understand how each group perceives ICANN's
handling of the IANA functions. Of the eight groups surveyed, 5 reported
over 90% satisfaction.</P>
<P>"It's good to see that the people who request protocol assignments or
routine root management changes and use our registries report such high
levels of satisfaction," said Michelle Cotton, Manager of IANA Services. "We
will be following up with small groups over the next few months to discuss
how to further improve customer satisfaction."</P>
<P>With the results of the 2013 survey finalized, ICANN will investigate
ways to increase participation in next year's survey.</P>
<P>"In 2013 we gathered input from each customer group, while maintaining
anonymity, improving on the more general survey conducted in 2012," said Leo
Vegoda, Operational Excellence Manager, "In 2014 we plan to improve
participation in the survey."</P>
<P style="TEXT-ALIGN: center">###</P>
<P>To learn more about IANA, go to <A href="http://www.iana.org/"
target=_blank>http://www.iana.org/</A></P>
<P>Ebiquity is a global media, marketing and reputation consultancy, with
over 20 years of experience in customer and stakeholder research. For more
information, go to <A href="http://www.ebiquity.com/en"
target=_blank>http://www.ebiquity.com/en</A>.</P>
<H3>Media Contacts:</H3>
<P>James Cole<BR>ICANN Global Media Coordinator<BR>Washington, D.C.<BR>Tel.
<A href="tel:%2B1%20%28202%29%20570%207139" target=_blank
value="+12025707139">+1 (202) 570 7139</A><BR><A
href="mailto:james.cole@icann.org"
target=_blank>james.cole@icann.org</A></P></DIV></DIV><BR></DIV></DIV></SPAN></DIV></BLOCKQUOTE></DIV></DIV><BR></DIV><BR>_______________________________________________<BR>ioepanel
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<DIV><BR></DIV>-- <BR>- - - - - - - - - - - - - - - - - - - - - - - - - -
-<BR> Dr. Alejandro Pisanty<BR>Facultad de Química
UNAM<BR>Av. Universidad 3000, 04510 Mexico DF Mexico<BR>+52-1-5541444475 FROM
ABROAD<BR>+525541444475 DESDE MÉXICO SMS +525541444475<BR>Blog: <A
href="http://pisanty.blogspot.com"
target=_blank>http://pisanty.blogspot.com</A><BR>LinkedIn: <A
href="http://www.linkedin.com/in/pisanty"
target=_blank>http://www.linkedin.com/in/pisanty</A><BR>Unete al grupo UNAM en
LinkedIn, <A href="http://www.linkedin.com/e/gis/22285/4A106C0C8614"
target=_blank>http://www.linkedin.com/e/gis/22285/4A106C0C8614</A><BR>Twitter:
<A href="http://twitter.com/apisanty"
target=_blank>http://twitter.com/apisanty</A><BR>---->> Unete a ISOC
Mexico, <A href="http://www.isoc.org" target=_blank>http://www.isoc.org</A><BR>.
. . . . . . . . . .
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