1. Creating the global research village Serving NRENs DANTE Satisfaction Survey 2013 TF-MSP meeting 11 September 2013 Trondheim, Norway

2. Creating the global research village 2 Serving NRENs 2 2 Satisfaction survey overview DANTE overview  DANTE (Delivery of Advanced Network Technology to Europe) plans, builds and operates advanced networks for research and education  Owned by Europe’s National Research and Education Networks (NRENs) and works in partnership with them and the European Commission Survey  Second annual NREN satisfaction survey  Objectives to:  Measure satisfaction across key activities  Track trends year on year  Provide information for service development

3. Creating the global research village 3 Serving NRENs 3 3 The survey  Approx. 50 questions across following areas:  DANTE general activities  GÉANT network  GÉANT services  Sent as an online survey (esurveyspro.com) with accompanying PDF guide  NREN name mandatory, otherwise anonymous  Questions not compulsory + opportunity to explain answer for each Q  Sent to 2 contacts per NREN (APM + GN3plus Assembly) – asked for 1 response per NREN  31/34 NRENs directly connected to GÉANT network responded (91%)

4. Creating the global research village 4 Serving NRENs 4 2012: You said, we did Maintaining technological leadershipNew DANTE CTO Office established Improved navigation of GÉANT websites New GÉANT gateway page – provides an overview of information available across all GÉANT websites Value for money of GÉANT New GÉANT IP cost share model Lambda prices reduced by 33% Transparency of decision making GÉANT decisions now made by majority vote. New GÉANT advisory groups with involvement of a wider community of stakeholders. Comprehensive information on GEANT services The GÉANT Product Lifecycle Management portal is now live SLAs needed for GEANT servicesSLAs published and reported on for IP in new MSR… MSR more personalisedNew online version – improvements in progress Reach out to scientific communities New (and growing) Business development team – Roberto Sabatino and John Chevers working with users More frequent procurement New procurement team – costs reviewed against market annually and reprocured if cost savings available Better use of NREN resourcesNRENs now able to offer CBF for GEANT links Emphasis on NRENs with limited resourceProcurement study coming up Quicker to respond to technical problemsProcess changes in NOC – quicker to get to second line support

5. Creating the global research village 5 Serving NRENs 5 Overall Satisfaction

6. Creating the global research village 6 Serving NRENs 6 Overview of areas 2012 and 2013

7. Creating the global research village 7 Serving NRENs 7 Top delighted areas % Very satisfied

8. Creating the global research village 8 Serving NRENs 8 Areas for improvement

9. Creating the global research village 9 Serving NRENs 9 What next?  Communicate full results to NRENs  Action plan for areas that need focus  Buy-in at all levels for driving through improvements Lessons learnt/observations  Quite lengthy – keep concise  Timing – ensure no clashes with other surveys  Time consuming to carry out internally  Ensure NRENs are well informed on improvement activity  Improvement plan must have buy in at senior level