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</o:shapelayout></xml><![endif]--></head><body bgcolor=white lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hi Gift,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>I actually like these additions as well. I think the other thing I would like to see, but I am not sure if an SLA discussion is the right place for it, is far more transparency on the financial reporting at AfriNIC.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Integral to the functioning of this organization and to the uptake of address space are the fees which we, as community members pay AfriNIC. Those fees are set independent on the community by the board, and I have no issue with this, I am not convinced at all that a board should micromanage a company. That being said, it is the responsibility of the board to provide transparent and accountable financials back to the community, so that the community can assess the financial health of the company.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>At this point in time, I am not seeing what I believe to be such transparency from AfriNIC. Ideally speaking, I would like to see AfriNIC publically release their full audit reports each year on time, as well as give a detailed and non-obfuscated financial report back, as well as a detailed annual budget, produced on time. Typically in good corporate governance terms, such reporting would include information such as director remuneration, detailed OPEX reports, any major CAPEX expenditure items, reports on staffing cost etc. <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Not only do we need the SLA’s that I referred to and the items you listed below, but overall, and as highlighted very loudly in Tanzania, the corporate governance aspects of AfriNIC need to be carefully examined and corrected, because I strongly believe that we, as members of this community, should be demanding the highest standards of governance from an organization as critical to this community as AfriNIC is, and at current, we are not doing so. That makes us as a community responsible for the lapses in governance that are so blatantly obvious, because we are not demanding change.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Andrew<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext'> gift [mailto:gift@itibots.com] <br><b>Sent:</b> Tuesday, January 15, 2013 6:00 PM<br><b>To:</b> Andrew Alston<br><b>Cc:</b> rpd@afrinic.net<br><b>Subject:</b> Re: [AFRINIC-rpd] AfriNIC and SLA's<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>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:<o:p></o:p></p></div><blockquote style='margin-top:5.0pt;margin-bottom:5.0pt'><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Hi Guys,<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>So I’ve been thinking, and before I attempt to push this into policy form, I want some community input and opinion.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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).<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Therefore, what I would like to see is as follows:<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>A monthly reporting mechanism from AfriNIC that details the following:<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoListParagraph>a.) How many tickets were logged with AfriNIC in the previous 30 days<o:p></o:p></p><p class=MsoListParagraph>b.) What the average turnaround time was for aforementioned tickets <o:p></o:p></p><p class=MsoListParagraph>c.) 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)<o:p></o:p></p><p class=MsoListParagraph>d.) What the total IPv4 and IPv6 space allocated was during this period<o:p></o:p></p><p class=MsoListParagraph>e.) If there was any space redeemed or returned to the registry, how much space was it<o:p></o:p></p><p class=MsoListParagraph>f.) Any other issues of pertinence to service delivery to the community.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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. <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Thoughts?<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Andrew<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoListParagraph> <o:p></o:p></p></div><p class=MsoNormal><br><br><br><o:p></o:p></p><pre>_______________________________________________<o:p></o:p></pre><pre>rpd mailing list<o:p></o:p></pre><pre><a href="mailto:rpd@afrinic.net">rpd@afrinic.net</a><o:p></o:p></pre><pre><a href="https://lists.afrinic.net/mailman/listinfo.cgi/rpd">https://lists.afrinic.net/mailman/listinfo.cgi/rpd</a><o:p></o:p></pre></blockquote><p class=MsoNormal><br><br><br><o:p></o:p></p><pre>-- <o:p></o:p></pre><pre>Gift Shava<o:p></o:p></pre><pre>Financial Controller<o:p></o:p></pre><pre><o:p> </o:p></pre><pre>Information Technology Integrators<o:p></o:p></pre><pre>www. itibots.com <a href="http://itibots.com"><http://itibots.com></a><o:p></o:p></pre><pre><o:p> </o:p></pre><pre>Office: +26739334779, Mobile: +26772115870<o:p></o:p></pre><pre>Fax: +2673170457<o:p></o:p></pre><pre><o:p> </o:p></pre></div></body></html>