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<div class="moz-cite-prefix">Hi Andrew <br>
<br>
I like your thinking and add that the matter should start with
overall business strategy regarding many strategic issues/KRAs
such as<br>
<br>
- resource allocation (v4,v6) eg how can uptake be influenced
rather than wait for events to unfold?<br>
- client/customer service i.e the SLAs you refer to<br>
- customer growth - can penetration be influenced on a country and
continental basis and how?<br>
- productivity<br>
- capacity utilization<br>
<br>
There must be smart objectives, targets, benchmarks on industry
best practices as well as performance measures that will help
stimulate organizational performance taking into account all the
challenges and opportunities in the operating environment.<br>
<br>
Regards<br>
<br>
Gift<br>
<br>
On 15/01/2013 05:03 PM, Andrew Alston wrote:<br>
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<p class="MsoNormal">Hi Guys,</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">So I’ve been thinking, and before I attempt
to push this into policy form, I want some community input and
opinion.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">It is my belief that AfriNIC is at its
heart, a service organization, they provide services to a
community of members, which is represented on this list.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Now, as with many service organizations, I
believe that such organizations should be bound by service
level agreements. I am not referring here to a penalty based
approach, I am talking about a fixed reporting mechanism by
which the community of members can evaluate the performance of
their registry, and can then push for improvement where it is
seen to be needed. (Penalty based SLA’s are proven
ineffective and in any case there is no real way to apply them
to an organization such as this one).</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Therefore, what I would like to see is as
follows:</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">A monthly reporting mechanism from AfriNIC
that details the following:</p>
<p class="MsoNormal"> </p>
<p class="MsoListParagraph"><span>a.)<span> </span></span>How
many tickets were logged with AfriNIC in the previous 30 days</p>
<p class="MsoListParagraph"><span>b.)<span> </span></span>What
the average turnaround time was for aforementioned tickets </p>
<p class="MsoListParagraph"><span>c.)<span> </span></span>Where
the tickets involved the allocation of new resources, what the
turnaround time for allocation of v4, v6 and ASN resources
were (broken down into these three categories)</p>
<p class="MsoListParagraph"><span>d.)<span> </span></span>What
the total IPv4 and IPv6 space allocated was during this period</p>
<p class="MsoListParagraph"><span>e.)<span> </span></span>If
there was any space redeemed or returned to the registry, how
much space was it</p>
<p class="MsoListParagraph"><span>f.)<span> </span></span>Any
other issues of pertinence to service delivery to the
community.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Then, I would like to see AfriNIC give us
target service levels, particularly in regards to (b) and (c),
and if they fail to meet these targets, explain to us on a
monthly basis why the targets were not met, and what is being
done to improve the service levels.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">At a previous organization for which I
worked, we had a mechanism loosely called the SLARG (SLA
Reference Group), that defined the actual terms of reference,
and I would encourage the formation of something similar
within AfriNIC, with members of the community involved to
formulate the targets. </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">The only way to improve the efficiency and
performance of our registry to be able to, as a community,
evaluate if the allocation of resources, which is their
primary function, is happening in an efficient manner. So,
let’s start talking SLA’s.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Thoughts?</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Andrew</p>
<p class="MsoNormal"> </p>
<p class="MsoListParagraph"> </p>
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<br>
<br>
<pre class="moz-signature" cols="72">--
Gift Shava
Financial Controller
Information Technology Integrators
www. itibots.com <a class="moz-txt-link-rfc2396E" href="http://itibots.com"><http://itibots.com></a>
Office: +26739334779, Mobile: +26772115870
Fax: +2673170457
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