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<div class="moz-cite-prefix">Andrew,<br>
<br>
I agree that it is not a policy issue. The Board should have Key
Performance Indicators for management. <br>
<br>
My position is that it is the community that elects the Board,
which in turn hires management. So ... It is the community that
calls the shots. <br>
<br>
If the community is pleased with the performance of the Board,
then you are a lone ranger. If on the other hand, in line with
your clamour, the community is not pleased with the Board, it will
express it by voting them out. <br>
<br>
The secret to being heard in democratic settings is to use your
vote (or influence) wisely. Any other attempt to enforce a change
is often viewed as subversive.<br>
<br>
Sunday.<br>
<br>
<br>
On 15/01/2013 20:24, Andrew Alston wrote:<br>
</div>
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<p class="MsoNormal"><span>Hi Owen,</span></p>
<p class="MsoNormal"><span> </span></p>
<p class="MsoNormal"><span>I actually completely agree that this
is not necessarily a policy issue, unfortunately, I also
believe that the demand for this type of information and the
reference group that establishes the parameters that govern
the targets etc should be community driven. Since AfriNIC
has no other forum beyond this list in which to engage as a
community to come to a sensible solution to formulate the
request to the AfriNIC, I chose to use this list for this
purpose.</span></p>
<p class="MsoNormal"><span> </span></p>
<p class="MsoNormal"><span>Andrew</span></p>
<p class="MsoNormal"><span> </span></p>
<p class="MsoNormal"><span> </span></p>
<div>
<div>
<p class="MsoNormal"><b><span>From:</span></b><span> Owen
DeLong [<a class="moz-txt-link-freetext" href="mailto:owen@delong.com">mailto:owen@delong.com</a>] <br>
<b>Sent:</b> Tuesday, January 15, 2013 8:51 PM<br>
<b>To:</b> Andrew Alston<br>
<b>Cc:</b> <a class="moz-txt-link-abbreviated" href="mailto:rpd@afrinic.net">rpd@afrinic.net</a><br>
<b>Subject:</b> Re: [AFRINIC-rpd] AfriNIC and SLA's</span></p>
</div>
</div>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I like the proposed idea.</p>
<div>
<p class="MsoNormal">However, it has no business as policy. It
is an operational manner which should be suggested to the
AfriNIC staff and/or board.</p>
</div>
<div>
<p class="MsoNormal"> </p>
</div>
<div>
<p class="MsoNormal">Owen</p>
</div>
<div>
<p class="MsoNormal"> </p>
<div>
<div>
<p class="MsoNormal">On Jan 15, 2013, at 7:03 AM, Andrew
Alston <<a moz-do-not-send="true"
href="mailto:alston.networks@gmail.com">alston.networks@gmail.com</a>>
wrote:</p>
</div>
<p class="MsoNormal"><br>
<br>
</p>
<div>
<div>
<p class="MsoNormal"><span>Hi Guys,</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>So I’ve been thinking, and
before I attempt to push this into policy form, I
want some community input and opinion.</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>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.</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>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).</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>Therefore, what I would like
to see is as follows:</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>A monthly reporting mechanism
from AfriNIC that details the following:</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>a.)</span><span> <span
class="apple-converted-space"> </span></span><span>How
many tickets were logged with AfriNIC in the
previous 30 days</span></p>
</div>
<div>
<p class="MsoNormal"><span>b.)</span><span> <span
class="apple-converted-space"> </span></span><span>What
the average turnaround time was for aforementioned
tickets</span></p>
</div>
<div>
<p class="MsoNormal"><span>c.)</span><span> <span
class="apple-converted-space"> </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)</span></p>
</div>
<div>
<p class="MsoNormal"><span>d.)</span><span> <span
class="apple-converted-space"> </span></span><span>What
the total IPv4 and IPv6 space allocated was during
this period</span></p>
</div>
<div>
<p class="MsoNormal"><span>e.)</span><span> <span
class="apple-converted-space"> </span></span><span>If
there was any space redeemed or returned to the
registry, how much space was it</span></p>
</div>
<div>
<p class="MsoNormal"><span>f.)</span><span> <span
class="apple-converted-space"> </span></span><span>Any
other issues of pertinence to service delivery to
the community.</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>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.</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>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. </span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>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.</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>Thoughts?</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span>Andrew</span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<div>
<p class="MsoNormal"><span> </span></p>
</div>
<p class="MsoNormal"><span>_______________________________________________<br>
rpd mailing list<br>
<a moz-do-not-send="true"
href="mailto:rpd@afrinic.net"><span>rpd@afrinic.net</span></a><br>
<a moz-do-not-send="true"
href="https://lists.afrinic.net/mailman/listinfo.cgi/rpd"><span>https://lists.afrinic.net/mailman/listinfo.cgi/rpd</span></a></span></p>
</div>
</div>
<p class="MsoNormal"> </p>
</div>
</div>
<br>
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<br>
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