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<DIV dir=ltr align=left><SPAN class=315223208-17012014><FONT color=#0000ff
size=2 face=Arial><STRONG>Carlton,</STRONG></FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=315223208-17012014><FONT color=#0000ff
size=2 face=Arial><STRONG></STRONG></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=315223208-17012014><FONT color=#0000ff
size=2 face=Arial><STRONG>the low response rate is somewhat disappointing. On
the other hand we are familiar with equivalent situations on other arenas: when
the situation is good or at least satisfactory responses or reactions are low.
In that sense we may regard the low response rate as a positive sign on IANA
functions.</STRONG></FONT></SPAN></DIV>
<DIV><SPAN lang=de><FONT color=#0000ff size=2
face=Arial><STRONG></STRONG></FONT></SPAN> </DIV>
<DIV><SPAN lang=de><SPAN class=315223208-17012014><FONT color=#0000ff size=2
face=Arial><STRONG>....Hagen</STRONG></FONT></SPAN></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>Carlton
Samuels<BR><B>Gesendet:</B> Freitag, 17. Januar 2014 00:08<BR><B>An:</B>
Alejandro Pisanty<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>
<DIV style="FONT-FAMILY: comic sans ms,sans-serif; FONT-SIZE: large"
class=gmail_default>Alejandro:</DIV>
<DIV style="FONT-FAMILY: comic sans ms,sans-serif; FONT-SIZE: large"
class=gmail_default>So the IANA functions are the kernel of ICANN's technical
remit and in their penumbral shadow, the source of much of the political angst
that come at us. Excellence in executing the IANA functions is a most
compelling argument for ICANN's continued existence; how well it has exercised
its responsibilities to the global community under colour of its technical
remit. Until 2012, a qualified response to such a question was largely
anecdotal. For 2013, 112 respondents from 1491 who used this specialised
service and were polled maybe good but I would be concerned with that low
response.</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 results - actual numbers - highlight one aspect of the
general issue of participation with entities that are directly dependent on
ICANN as IANA operator; not all that good. And the ones that seem most
remote are those largely international; see the ccTLDs & .int registrants
results. You might even link the IESG membership here. </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>For those of us who support ICANN and multi-stakeholder
governance and would wish to make solid data-driven pronouncements, the response
rate from certain groupings bear further exploration.</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>
<DIV class=gmail_extra><BR clear=all>
<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><BR>
<DIV class=gmail_quote>On Thu, Jan 16, 2014 at 10:27 AM, Alejandro Pisanty <SPAN
dir=ltr><<A href="mailto:apisanty@gmail.com"
target=_blank>apisanty@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>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>
<DIV>
<DIV class=h5>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></DIV></DIV>
<BLOCKQUOTE
style="BORDER-LEFT: #ccc 1px solid; MARGIN: 0px 0px 0px 0.8ex; PADDING-LEFT: 1ex"
class=gmail_quote>
<DIV>
<DIV class=h5>
<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: <A
href="tel:876-818-1799" target=_blank
value="+18768181799">876-818-1799</A><BR><I><FONT color=#33cc00>Strategy,
Planning, Governance, Assessment &
Turnaround</FONT></I><BR>=============================</DIV><BR>
<DIV class=gmail_quote>
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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></DIV></DIV>_______________________________________________<BR>ioepanel
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clear=all>
<DIV><BR></DIV>-- <BR>- - - - - - - - - - - - - - - - - - - - - - - - - -
-<BR> Dr. Alejandro Pisanty<BR>Facultad de Química
UNAM<BR>Av. Universidad 3000, 04510 Mexico DF Mexico<BR><A
href="tel:%2B52-1-5541444475" target=_blank
value="+5215541444475">+52-1-5541444475</A> FROM ABROAD<BR><A
href="tel:%2B525541444475" target=_blank
value="+525541444475">+525541444475</A> DESDE MÉXICO SMS <A
href="tel:%2B525541444475" target=_blank
value="+525541444475">+525541444475</A><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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