Presentation on theme: "Member Services Presentation"— Presentation transcript:
1Member Services Presentation Arthur CarindalHead of Member Services
2Content MEMBER SERVICES MISSION MEMBER SERVICES CHART WHAT IS GOING ON ?SPECIAL PROJECT: MEMBERS SURVEY 2012
3Member Services Mission To bring together AFRINIC’s core operational units in order to drive AFRINIC’s strategy by providing high-level value services to AFRINIC’s members
4Application & Web Development MS Department ChartMember Services ManagerIPv6 ProgramIsham Ibrahim (M)Application & Web DevelopmentAmreesh Phokeer (M)Avinash GokhoolYogesh ChadeeAmin TaziforRegistration ServiceMadhvi G. (M)TrainingMukom Tamon (M)Bricce AbbaPolicy LiaisonErnest Byauranga (M)Members LiaisonDavina Amon(M): Operational Units Managers
5What is going on? 1/2Continue to engage the community for a greater participation to the upcoming IPv6 Launch Day on 6 June 2012Recruit an additional IP Analyst to support the current team. DL End of May 2012Working on the new Member Welcome Pack outlining AFRINIC services and processes. DL Q2 2012Working on the Member Issue Report Escalation Process (MIRE). DL Q3 2012Following up Data Integrity Project. DL Q3 2012
6What is going on? 2/2 Implement AFRINIC CRM for its members. DLQ4 2012 Complete AFRINIC’s first members survey. DL Q4 2012
7AFRINIC MEMBERS SURVEY 2012 Arthur CarindalHead of Member Services
8Content Preamble – Goals of the project Survey Project Team Survey AudienceInterviewing methodologyQuestionnaire StructureData analysis and reportSurvey Time frame
9PreambleIn the 7th year of AFRNIC’s operations and at the eve of reviewing our strategy for the coming 3 to 5 years it is importantto get a real and independent feel of what we have doneand where members and the community are expecting us to go.A way of achieving that is to have a survey through which our community can give us feedback from which we can derive an analysis that is fair and independent. In order to conduct successfully this exercise we liaised with some RIRs that have a long history of members surveys to learn from their experiences.
10Survey Project TeamThe overall coordination of the survey is lead by the Head of Member Services who will have the responsibility to mobilize and manage all the resources needed to make this exercise successful. Below are the key resources for the project:
11Survey AudienceTo enable best results with significantly higher response rates all AFRINIC registered members and African Internet community are invited to participate to that survey. During AF-16 in Gambia, some participants should be selected to comment and review if any the questionnaire content and comprehension before releasing the final version.
12Interviewing methodology The members will be invited to fill the questionnaire on line at Lime survey is a proven and free tool being used by AFRINIC for training session feedbacks. We are envisaging to complement the online survey with some face-to-face information collection at few selected locations mainly in countries where we have a significant mass of members – South Africa, Kenya, Egypt, Senegal and Nigeria. These face-to-face consultations should ideally be conducted by independent facilitators. The objective of these face-to-face sessions will be to enhance interaction with members and maybe collect more details on some aspects of the questions asked.
13Questionnaire Structure The questionnaire is designed to cover as much areas as possible AFRINIC’s current activities and operations. It’s designed as followsA. AFRINIC Member SectionA.1. General FeedbackA.2. Internet Number Registration and Administration ServicesA.3. Voting and Corporate GovernanceB. General African Stakeholders SectionB.1. Training and EducationB.2. AFRINIC Outreach, and ConferencesB.3. IPv6 DeploymentB.4. Support to global Infrastructure developmentC. General Worldwide Stakeholders SectionC.1. AFRINIC Public Information ServicesC.2. Internet Governance and Public AffairsRespondent Information
14Data analysis and report The data collected during the survey will be consolidated and handed over to an independent party that will analyze the same and provide a global report to the CEO and the Board. The latter will present this report to the community during next AFRINIC-17 meeting.
15Survey Time frameThe survey process is expected be completed within the end of AfriNIC-16 meeting and AfriNIC-17 meeting. The proposed timeline is as follows: