Creating the global research village

Serving NRENs

DANTE Satisfaction Survey 2013

TF-MSP meeting

11 September 2013

Trondheim, Norway

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Satisfaction survey overview

DANTE overviewDANTE (Delivery of Advanced Network Technology to Europe) plans, builds and operates advanced networks for research and educationOwned by Europe’s National Research and Education Networks (NRENs) and works in partnership with them and the European Commission

Survey Second annual NREN satisfaction surveyObjectives to:

Measure satisfaction across key activities

Track trends year on year Provide information for service

development

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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%)

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2012: You said, we did

Maintaining technological leadership New 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 GÉANTNew GÉANT IP cost share modelLambda prices reduced by 33%

Transparency of decision makingGÉANT 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 services SLAs published and reported on for IP in new MSR…

MSR more personalised New 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 procurementNew procurement team – costs reviewed against market annually and reprocured if cost savings available

Better use of NREN resources NRENs now able to offer CBF for GEANT links

Emphasis on NRENs with limited resource Procurement study coming up

Quicker to respond to technical problems Process changes in NOC – quicker to get to second line support

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Overall Satisfaction

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Overview of areas 2012 and 2013

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Top delighted areas

% Very satisfied

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Areas for improvement

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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