1. Lesley Cowley Chief Executive The Management Challenges as a Registry grows

2. The Management Challenges People Performance Plans

3. 6 Years at.uk People – from 28 to 135 Performance - from 25,000 to 4,000,000+ domains Plans from - ‘what plan?’ to strategy and action plans

4. People – The Management Challenge Changing jobs and skills Cultural change Getting the right people on the bus!

5. People – Some things we have learnt Monthly team briefing and staff communication Annual staff meeting Training to meet business objectives People policies, systems and strategies Pay, benefits, recognition, praise, fun Nominet UK – voted one of the Top 100 UK Companies to work for

6. Performance – The Management Challenges Process design Deciding what to measure How to report performance

7. Performance – Some things we have learnt What gets measured usually gets done Measure the right things – link to business objectives A focus on key performance indicators misses strategic things Balanced Scorecard approach can be effective

8. Balanced Scorecard Customer PerspectiveFinancial Measures Internal Business Processes Learning and Growth

9. Nominet Balanced Scorecard Customer Strategic: e.g. service excellence K.P.I. e.g. 90% of tag changes within 2 days Financial Strategic: e.g. sufficient resources K.P.I. e.g. Debtor days 30 or below Technical Strategic: e.g. technical excellence K.P.I. e.g. automaton processing time 120 secs Learning and Growth Strategic: e.g. Resource capability K.P.I. e.g. Ave. 3 training days/year for all staff

10. Plans – The Management Challenge Developing our strategy Taking a longer-term view Communication of plans

11. Plans – Some things we have learnt Strategy development is an ongoing process, not an annual event Develop strategy top down and bottom up Link initiatives and changes back to the plans Take people and staff with you by communication Plan on a Page

12. Nominet on a Page Who we are: (Background) Our Strategic Priorities (Business Plan) What we are here for (Mission) What these strategies will mean (How they effect our stakeholders) How we work (Values) Where we are going (Vision)

13. Nominet on a Page – Extract Our Strategic Priorities Developing Nominet into a centre of service excellence What this will mean A consistently high standard of customer service Real support from a real person giving a personalised service Fast response times Extended support availability and channels

14. In Conclusion lesley@nominet.org.uk