AFRINIC Stakeholder Satisfaction Survey 2012
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AFRINIC Stakeholder Satisfaction Survey 2012

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The aim of the study was to gauge the perception of AFRINIC members with regards to its level of services as well as identifying the needs and expectation of its customers. A web questionnaire was......

The aim of the study was to gauge the perception of AFRINIC members with regards to its level of services as well as identifying the needs and expectation of its customers. A web questionnaire was designed and published online by the TNS Analysis team. Thereafter, AFRINIC sent invitation to its highly valued members to fill in the questionnaires online. 117 members responded to the survey from 7th October to 19th November.

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  • 1. AFRINIC Stakeholders Satisfaction SurveyReport 23rd November 2012 ©TNS 2012 ©TNS 2012
  • 2. Contents1 6Proposal & Methodology 03 A- General member’s feedback 152 7Executive summary 04 B- General African stakeholders’ section 213 8Way forward 06 C. AFRINIC Public information services 364 9Overall customer satisfaction 08 Appendix 415Net promoter Score & Customer Typology 11 ©TNS 2012 ©TNS 2012
  • 3. Proposal & Methodology The aim of the study was to This is what gauge the perception of AFRINICyou have asked members with regards to its level us to of services as well as identifying investigate the needs and expectation of its customers. A web questionnaire was designed and published online by the TNS Analysis team. Thereafter, AFRINIC sent Our key invitation to its highly valued methodology members to fill in the was questionnaires online. 117 members responded to the survey from 7th October to 19th November. ©TNS 2012 ©TNS 2012
  • 4. Executive summary Overall Performance of AFRINIC The Customer Satisfaction Index of AFRINIC is 71 points. The shares of satisfied and very satisfied customers are 55% and 16% respectively, while 5% mentioned that they are not satisfied with the service provided by AFRINIC. 1 When analyzed across different touch points, the Public Information Services of AFRINIC is seen to be the most appreciated section with 69 points followed by the General African stakeholders section with 65 points. However, General Member’s Feedback section obtained the lowest score of 63 points. Section A- General member’s feedback This section regrouped 3 categories namely: Member’s feedback with a score of 68 points, Registration and Administration services 61 points and Corporate Governance 59 points. Members shared a medium consensus on overall and would like AFRINIC to pay particular attention to the following services which are rated as most important such as: ‘ Internet number statistics’, ‘Training services ’, ‘Root server deployment in the region’ , ‘DNSSEC’ , ‘DNS service support for ccTLD’ and ‘Internet community support’. 2 As far as the Registration and Administration services are concerned, mixed opinions were shared with relatively lower scores attributed to Membership administration (56 points), Resource Management (59 points) and Billing system (58 points). Similarly Corporate governance was averagely favored by the respondents. The voting structure of AFRINIC scored the minimum with 54 points. However, members seemed to be disappointed with the rules of AFRINIC since the following attributes obtained quite low scores with 61 points each: AFRINIC and its Board of Directors represent my organizations interest and AFRINICs organisational structure as per its bylaws ©TNS 2012 ©TNS 2012
  • 5. Executive summary Section B- General African stakeholders section Average performance was recorded for the General African stakeholders section with 65 points. IPV6 Deployment was the only attribute to achieve a green score with 85 points. Yellow scores are registered for Support for Public Internet Infrastructure development with 67 points and AFRINIC communication with 61 points. However, the training and e-learning section recorded both red scores of 53 points and 58 points respectively.3 Training Services was seen to be the major weakness of AFRINIC. Except for the content of training to develop efficient Internet Operations skills, all remaining metrics of this section remained within the red light. Paying a fee to have more training session achieved the lowest score of 41 points. With regards to the importance that AFRINIC should place on the training services: ‘Sharing training materials openly’ and ‘Providing practical & technical training other than LIRs’ are highly valued by the respondents. Section C- AFRINIC Public information services Compared to the previous sections, AFRINIC Public information services can be considered to be the main strength of AFRINIC with 69 points. AFRINIC’s level of engagement with various governments and authorities were highly valued by respondents. However, medium consensus was noted for the engagement of AFRINIC4 with governments in its service region. As far as the involvement of AFRINIC is concerned respondents shared the same consensus upon the need of more involvement on the level of deregulation on Internet service. When it comes to suggestion, ‘share best practice info’ was top rated with 69% on how AFRINIC should engage more with government followed by ‘Government participation at AFRINIC’s meeting with 57%. ©TNS 2012 ©TNS 2012
  • 6. Way forward Standardize services across all countries The study reveals that respondents coming from different countries do not share the same opinion regarding the services offered by AFRINIC. Some complained about the administration system, Internet services (slow access), Billing services (accounting problems), corporate1 governance (remote voting structure) among others. Since AFRINIC is the sole Regional Registry for Internet Number Resources serving the  African Internet Community, maintaining a good service across the regions will consolidate the trust of members. AFRINIC members cooperation and involvement are essential for the future growth of AFRINIC. Provide training- IPV6 The training section recorded the lowest score. Therefore, AFRINIC should focus more on this segment as members mentioned that most of them are unfamiliar with some techniques. AFRINIC should continue sharing training materials openly as this method remains the most suitable for and accessible to all countries. Maybe AFRINIC should provide an online customer service where an agent responds instantly to all problems encountered by members.2 Moreover, since IPV6 is quite new to most members, AFRINIC should organise several workshops to ensure the smooth transition and train members about different migration scenarios. As mentioned in the study, the budget for the IPV6 transition seemed to be problematic for some African countries and NGOs. AFRINIC could help them by organising fundraising activities during conferences and other regional meetings. ©TNS 2012 ©TNS 2012
  • 7. Computation of Customer Satisfaction Index (CSI) To have an overall picture of the appreciation of the customers, a score was calculated following the procedure mentioned below:Step 1 Step 2 Weighting each criteria Traffic light Likert scales were used through out the To enable a clearer perspective of all the whole questionnaires. 3 different types of different aspects measured, a Traffic Light scaling were used namely; Strongly disagree to Totally agree, Not important at all to very signal concept was used and applied on the important and Too much involvement to Customer Satisfaction Indices (CSI), where Need more involvement. Green was defined as a Strength on CSI > 75 Scale 1: points, Yellow as Average Performance on CSI Scale 2: Strongly disagree =0 Not important at all=0 lying between 60 and 74, while Red was rated Disagree =25 Not important =25 as an area of weakness on CSI < 60. Neutral =50 Neutral =50 Agree =75 Important =75 Totally agree =100 Very important =100 Scale 3: Scores = > 75 Too much involvement =100 Fair involvement =75 Scores between 60-74 Neutral =50 Scores below 60 Need involvement =25 Need more involvement =0 ©TNS 2012 ©TNS 2012
  • 8. Overall customer satisfaction ©TNS 2012 ©TNS 2012
  • 9. Overall customer satisfactionThe customer satisfaction index of AFRINIC stands at 71 points, where 55% of the respondentsare satisfied with the overall performance of AFRINIC followed by 23% who are indifferent and16% who are very satisfied. However, we also find that 4% of the respondents are not satisfiedat all with the overall performance of AFRINIC. How would you rate the overall performance of AFRINIC? 1% 4% 16% Very satisfied(9,10) 23% Satisfied(7,8) Neutral(5,6) Not satisfied(3,4) Customer satisfaction index Not satisfied at all(1,2) 71 56% ©TNS 2012 ©TNS 2012 Base: 92respondents
  • 10. Dashboard of resultsGlobally, the performance of AFRINIC is quite satisfactory with average scores across alltouch points tested. IPV6 deployment score the maximum with 85 points, followed byInternet Governance and Public Affairs with 75 points. However, AFRINIC should pay moreattention to the Corporate Governance section , training section and the E-learning websiteservices since scores are below the standard with 59, 53 and 58 points respectively.Section A- General member’s feedback Members feedback 68 Registration and Administration services 61 Corporate Governance 59Overall score of section A 63Section B- General African stakeholders section AFRINIC Training 53 AFRINIC E-learning website 58 AFRINIC communication 61 IPV6 Deployment 85 Support for Public internet Infrastructure development 67Overall score of Section B 65Section C- AFRINIC Public information services AFRINIC public information services 62 Internet Governance and Public Affairs 75Overall score of section C 69Overall score of AFRINIC 65 ©TNS 2012 ©TNS 2012
  • 11. Net promoter Score &Customer typology ©TNS 2012 ©TNS 2012
  • 12. Net Promoter Score (NPS)The new approach to NPS is based on the fundamental perspective that every companys customers can be divided into three categories, given below, by asking them onequestion : How likely is it that you would recommend [AFRINIC] to a friend or colleague?• Promoters : Customers who give a score of score 9-10 and are therefore loyal enthusiasts who will keep buying and refer others, fueling growth• Passives : Customers who give a score of score of 7-8 and are defined as satisfied but unenthusiastic customers who are vulnerable to competitive offerings.• Detractors : Customers who give a score of 0 to 6 and are thus unhappy customers who can damage your brand and impede growth through negative word-of-mouth.Net Promoter Score (NPS) is the % of customers who are Promoters minus % who are Detractors The net promoter score for AFRINIC stands at 17%. The share of promoters is quite high with 41% 41% 24% 35% v.s 24% of Detractors. NPS = 41%-24%= 17% ©TNS 2012 ©TNS 2012 Base: 92respondents
  • 13. Customer typology- explanatory note The NPS is an indicator of growth. To better analyse customer potential, we propose a typology of customers which takes into account the satisfaction level, recommendation potential and future purchase intention. The Typology describes the business situation of a company by identifying four types of customer relationships – the Ambassador, Uninvolved, Disillusioned and Critics relationships – based on the two major Index components Satisfaction and Loyalty. This typology is based on 4 questions (i) first two questions, representing ‘Satisfaction’ and (ii) last two questions representing ‘Loyalty’    1. How would you rate the overall performance of AFRINIC?    2. How likely are you to recommend AFRINIC?    3. How likely is it that you will continue working with AFRINIC in the future?    4. How would you rate the technical advantage of working with AFRINIC? Uninvolved Satisfied with your performance but not Ambassador particularly loyal; their level of support is Highly satisfied with your performance and loyal weak in that they will give your organisation full supportSatisfaction Critics Disillusioned Critical of your performance at present, but still Dissatisfied with your performance and disloyal; will resist initiatives and challenge willing to give you support possibly your efforts; major source of negative word- of-mouth Loyalty ©TNS 2012 ©TNS 2012
  • 14. Customer typology57% of the members are seen to be loyal and satisfied with the service delivered byAFRINIC, while 14% are disillusioned. Despite being satisfied with AFRINIC services, 4% willgo towards another operator if they are offered better deals while the rest 25% have nochoice than to continue using the services of AFRINIC although they are not satisfied withthe service. Ambassador Low satisfaction High satisfaction Uninvolved 57% 4% 14% 25% Disillusioned Critics Low Loyalty High Loyalty Base: 92respondents ©TNS 2012 ©TNS 2012
  • 15. A. General member’sFeedbackMembers feedback 68Registration and 61Administration servicesCorporate Governance 59Section A 63 ©TNS 2012 ©TNS 2012
  • 16. Stake holder type Are you or your Organisation an 57% of the organisations surveyed said they were an AFRINIC AFRINIC member? member. 94% of the interviewed sample forms part of the 55 economies served by AFRINIC. When it comes to respondents location, most respondents are from South AFRICA (13%) and Nigeria with 9%. Among the other countries, 5 respondents 43% Yes came from USA. 57% No Respondent Location South Africa 13% Nigeria 9% Ghana 4% Cameroon 4% Does your Organisation Operate in any of the 55 economies served by AFRINIC? Burkina Faso 4% Lesotho 3% 94% Kenya 3% Gambia 3% Libya 3% Tunisia 3% Countries of those who are Tanzania 3% not served by AFRINIC Niger 3% Zimbabwe 3% Country Number of Democratic Republic of Congo 3% respondents 6% Côte dIvoire 3% USA 5 Chad 3% Gabon 3% Switzerland 1 Yes No Egypt 3% Finland 1 Base N: Total respondents = 117 Base S: Forms part of AFRINIC = 110 Base Z: Do not form part of AFRINIC = 7 ©TNS 2012 ©TNS 2012
  • 17. Member’s feedback71% of respondents are holders of a MyAFRINIC account compared to 21% who are not. The overall servicesprovided by AFRINIC is perceived as quite average with 71 points. Moreover the attribute ‘value members get fromAFRINIC justifies the cost’ obtained a medium consensus with 65 points. ‘Internet number statistics’, ‘Trainingservices ’, ‘Root server deployment in the region’ and ‘DNSSEC’ are among the services mostly valued by therespondents (green score). However, there is ground for improvement when it comes to ‘Membership statistics’ &‘Outreach activities’, which are averagely valued by the respondents.Are you a MyAFRINIC account holder? 29% In future planning for AFRINIC, what importance would you place on the following activities? Yes No Resource certification services 72 (RKPI) 71% Internet number statistics 79 Membership statistics 66 Training services 86How would you rate the performance of Meeting coordination/management 71AFRINIC in general? Root server deployment in the 88 regionOverall, the services 84 71 DNSSECprovided by AFRINIC aresatisfactory DNS service support for ccTLD 81 Outreach activities 70The value members get from 65AFRINIC justifies the cost Internet community support 79 68 Total 78Total Base: 69 respondents ©TNS 2012 ©TNS 2012
  • 18. Registration and Administration services The Registration and Administration services record red and yellow scores, which leads us toHow would you rate the following statements about say that respondents share low consensus areAFRINIC services? these attributes. Overall, we find that ‘AFRINICThe AFRINIC Policy Development Policy Development’, ‘Facility to obtain InternetProcess is an effective way of developing 64 number resources’, ‘Resource RegistrationInternet Number Resource Management Services’, ‘Members Helpdesks’, ‘Ability topolicyThe procedure for obtaining Internet solve queries’ and ‘AFRINIC fee’ among thenumber resources (IPv4, IPv6 and ASNs) services obtaining a higher score while 67 ‘features to support membershipfrom AFRINIC is clear andstraightforward. administration’ score the lowest score.AFRINIC Resource Registration Services 62are satisfactory and timely Further comments about RegistrationAFRINIC member liaison (Members services/Number of respondents 60Helpdesk) provides appropriate response Perhaps have an online walk throughto technical and services enquiries (Wizard) to register ASN and IP numbers.AFRINIC provides timely and appropriate Current process is too technical. 1responses for billing and administration 60 Seem to be a bit slow at the moment 1inquiriesAFRINIC fee structure is fair 61 It was not very easy for NIRA to get its IPMyAFRINIC features to support address allocation from AfFRINIC. It tookmembership administration are 56 very long time to even confirm the moneyadequate NIRA paid for the service. 1MyAFRINIC features to support request Further comments about Administrationand resource management are 59 services/Number of respondentssatisfactoryMyAFRINIC features to support billing Slow to respond 1 58and payments are adequate The need to harmonize processes is criticalTotal 61 1 in the administrative services Base: 60 respondents ©TNS 2012 ©TNS 2012
  • 19. Billing servicesAFRINIC currently offers two methods to pay bills 95% of respondents agreed upon the current(wire transfer and credit card). Are there other payment methods provided by AFRINIC while 5%payment options you would liketo see provided? preferred to use other payment method( 2 respondents quoted PayPal). However, there are 4 respondents who mention the difficulties that they 5% faced with the Billing services provided by AFRINIC. Current pay- ment methods Further comments about the Billing services/Number of Other method respondents Afrinic to send Bills via traceable courier services (UPS, DHL,....etc) and it is better to be sent in 1 95% November or December in order ISPs can take advantage of discount of payment on time Accounts dont seem to be updated, discounts forOther payment methods/ Number of respondents prompt payments are never reflected - we tend to 1 have to query everything.Paypal 2Having country liaisons 1 The billing services should be seamless with thewho would receive the 1 membership and pay to AFRINIC We have had problems regarding billing. 1 Base: 56 respondents ©TNS 2012 ©TNS 2012
  • 20. Corporate Governance The overall score for corporate governance is quite low with 59 points. With regards to the services provided, most of them are averagely favored by the respondents. However, there is evidence for improvement when it comes to AFRINIC current voting structure which obtains the lowest score with 54 points.How would you rate the following Further comments about the corporate governance services/Number of respondentsstatements about AFRINIC services? "GOOD LUCK , DO YOUR BEST" (especially to our president as member inAFRINIC and its Board of 1 the Board of Directors in AFRINICs organisation)Directors represent my 61 The member who signs a membership agreement with us may vote atorganizations interest to my AFRINIC Public Policy Meetings. I thought there are no final votes,issatisfaction 1 mailing list final? I thought also non-members have equal rights in publicThe value members get from policy meetings? 59 I have no idea about the current voting structure, Afrinics CorporateAFRINIC justifies the cost 1 Governance or Organisation StructureI am satisfied with the current 54 I Jjust want to encourage you 1AFRINIC voting structure I think that Afrinics members arent really aware of all that goes on the 1 in background and what needs voting etc.Are you satisfy with AFRINICs It needs to be update 1organisation structure as per its 61 Remote voting should be fast tracked. 1bylaws? The knowledge we have about AFRINIC is very limited and most of theTotal 59 questionnaire is very new to us. This could be clarified if and only if one 1 of AFRINIC official visit us and explain to us about AFRINIC. Sending written document is not enough. Base: 60 respondents ©TNS 2012 ©TNS 2012
  • 21. B. General Africanstakeholders sectionAFRINIC Training 53AFRINIC E-learning website 58AFRINIC communication 61IPV6 Deployment 85Support for Public internet 67Infrastructure developmentSection B 65 ©TNS 2012 ©TNS 2012
  • 22. AFRINIC training section(1)Training Services is seen to be the weakness of AFRINIC where nearly all metrics are within the red light.‘Training content to develop efficient Internet Operations skills ’ obtained the highest score. The respondentsdo not favor (red score) when it comes to ‘Pay a fee for more training session’. With regard to importancethat AFRINIC should place on the training services ; ‘Sharing training materials openly’ and ‘Providingpractical & technical training other than LIRs’ are highly valued by the respondents. The other services areaveragely preferred by the respondents except for ‘training materials with non-commercial training partner ’which scores the poorest score yet remains in the average zone. What importance should AFRINIC place on theHow would you rate AFRINIC training services? following Training services? AFRINIC should provide a certificate of competence. EvenAFRINIC Training content meets if it requires the participants tomy organisations need in 62 65 pass a test to asses thedeveloping the necessary knowledge acquired by theInternet Operations skills. participants.AFRINIC provides unique AFRINIC should train othertraining material not available in 55 organizations to provide training 69other training courses in my in relevant fields.area. AFRINIC should continue toI am able to find the nearest 82 share training materials openlyAFRINIC Training event that I 53 AFRINIC should share trainingcan attend or send my staff to. materials with non- commercial 59 training partners only.AFRINIC should charge a fee forits trainings in order to provide 41 AFRINIC should continue to provide practical and technical 79more training sessions. training other than LIRsTotal 53 Total 71 Base: 55 respondents ©TNS 2012 ©TNS 2012
  • 23. Other courses that AFRINIC should offerAmongst those who suggested about additional courses that AFRINIC should offer, 7 respondents quoted theDNSSEC, while 3 respondents put forward the prevention against Cyber criminality and other electronicsattacks. Further comments about the other courses than AFRINIC should offer- Number of respondents.DNSSEC 7AFRINIC can offers training in Network security domains in order to protect citizens againstcybercriminality and others electronics attacks. 3 IPV6 transition techniques - migration scenarios/techniques from IPV4 to IPV6 2Possibility of having training in French 2DNS Handson Trainning, 2Interconnection and Peering 2Best Practices for LIRs / ISPs etc 1Career development 1Network training 1Configuration training 1RKPI 1Internet Governance 1Network Planning / Practical examples / Network Management 1Registering process and all procedures that follows 1Total respondents 26 ©TNS 2012 ©TNS 2012
  • 24. AFRINIC e-learning websiteAFRINIC is planning to develop its e-learning website. Please rate the following from When it comes to AFRINIC e-learningbeing Strongly disagree to Totally agree. website, respondents share a higherAFRINIC should offer Online training only to its members 48 consensus about AFRINIC offering onlineAFRINIC should offer online training openly to the training openly to the community rather 69 than to its members only with scores of 69communityTotal 58 and 48 points respectively. Number ofSuggestion for online training courses respondentsAfrinic could offer IPv6 training 5 Amongst the online services that wereAll Afnog training program can be made availble mostly quoted, IPV6 training top the list,online 4 followed by Afnog training and NetworkNetwork and security training 3 and security training.DNS training 2IPV6 transition techniques - migrationscenarios/techniques from IPV4 to IPV6 1BCP38, peering, 1BLOG for queries 1DNSSEC 1MPLS / BGP 1Network designing vs optimal internet resourceusage. 1Network security domains 1Configuration training 1Routing/ Switching 1Techniques hosting websites, email, networks:cisco .... 1 Base: 55 respondents ©TNS 2012 ©TNS 2012
  • 25. Comments about the training services Further comments about training services/Number of On the first place we find 4 respondents respondents who strongly agree that the existingExisting training is very satisfactory 4 training provided by AFRINIC is very good . However, two respondentsIt has to be more frequent and to be announced before 2 mentioned that there must be moreUse both languages/ French and English 2 frequent training session and that they All the expenses must be covered by AFRINIC, it must be should be aware in advance aboutput in the annual fee charge. 1 training. Moreover, the language barrier has also been quoted by 2 respondentsBig up for separating the training to Technical and non- where AFRINIC needs to provide trainingtechnical people. 1 in both language English and French.Itll be great if AFRINIC can announce the trainings timeschedule for the whole year in January to make it easy fortrainees to choose the nearest country during the year fordifferent courses 1It is not famous in Cameroon. 1Uganda needs to host more trainings as well as AFRINICengaging its local community a lot more 1Total respondents 12 ©TNS 2012 ©TNS 2012
  • 26. AFRINIC outreachGenerally, we find that most of the respondents become aware of AFRINIC through: Websites (61%),, Conferences (56%) and Internetsearch (38%).In addition, 6 respondents respectively claimed that they became aware of AFRINIC via mailing lists and Friends and colleagues.How did you become aware of AFRINIC? Other means Number of respondents Mailing Lists 6 61% Friends/colleques 6 Series 3 While looking for requiremenst 56% of Internet resources 1 Conferences Friends 1 While surfing 1 38% Internet search ICANN meeting in Dakar 1 interest, maybe arin meeting in 25% Dar ... 1 Other Only place that offers IPs for 20% Africa 1 Media publications RIPE 1 RIR 1 18% Social media When we had to apply for ASN 1 While Training 1 Total respondents 24 Base: 110 respondents ©TNS 2012 ©TNS 2012
  • 27. AFRINIC communicationsRespondents rate AFRINIC’s way of communication to be average. However, there isground for improvement when it comes to AFRINIC’s social media platform for informationwhich records the lowest score of 55 points while ‘information provided by AFRINIC’obtains the highest score of 65 points. How would you rate AFRINICs way of communicating and engaging you in its activities? AFRINIC communicates in a way that fits my needs and interests. 62 I am adequately informed about AFRINICs activities and developments. 61 The remote participation options (audio streams, chat rooms and archived 61 media) at AFRINIC Meetings are useful to me. The information distributed by AFRINIC (for example Announce, AFRINIC 65 Annual Report) provides me with useful information. AFRINICs Social media platform (Twitter, Facebook, etc.) provide useful 55 information Total 61 Base: 95respondents ©TNS 2012 ©TNS 2012
  • 28. AFRINIC events 46 % of the respondents acknowledge At which events have you had an opportunity to interact that they had an opportunity to interact with AFRINIC (Choose as many as appropriate) with AFRINIC at ‘AFRINIC Training’ followed closely by 45% at ‘AFRINIC Conference’. However, other places 46% where the respondents had an Series 3 opportunity to interact with AFRINIC 45% are as follows ; AFNOG meeting (27%), AFRINIC Conference ICANN meeting (24%), Regional IGF (20%), Local IGF (17%) and others 27%Network Operator Group (AfNOG) meeting (12%). 24% ICANN Meeting Other events Number of respondents 20% Regional IGF AFPIP 2012 2 AfTld 2 17% Local IGF CITMC 1 ITU 1 12% IXP workshop 1 Other MyAfrinic 1 Total respondents 8 Base: 110 respondents ©TNS 2012 ©TNS 2012
  • 29. Other methods to communicate with AFRINIC With regards to other ICT conferences 3Other ICT conferences respondents used Number ofto attend respondents respondents claimed that they used toAfpif 3 attend ; Afpif & AfricaCom respectively.AfricaCom 3EMC World 1Google events - local ICT events (Barcamp,etc) 1Googldays-Accra: 2010 1INET-Cotonon en Septembre 2011 1barCamp-TOGO: 2010 & 2011 1barCamp-Abidjan: 2011 1AfTLD 1Conferences related to Computer Security andother interesting IT subjects 1Cybersecutity Workshops ITU MeetingsComesa Meetings Internet Governance Forum 1Euro Africa for ICT Research 1Global INET, CODIST 1CYBER VILLAGE 1i-week (South African ISPA meeting) 1IDLELO 1Internet Governance Forums 1Local Internet society events 1Mobile Africa 1Strathmore annual conference 1WestafricaCom 1Total 21 ©TNS 2012 ©TNS 2012
  • 30. Further comments about the AFRINIC conferences andcommunication Number ofFurther comments respondentsIdentify a local group by the means of which AFRINIC can have a better outreach to the national internetcommunity. It can be members, IT groups, academia, etc. - design specific programme to help this kind ofcountries: supporting IT events, offering trainings etc. 1AFRINIC can more enhance the IPv6 Deployment in Africans countries. The idea is to help such Country NOG todeploy its IPv6 Network and train the local folks in real v6 environment 1African Folk need more Knowledge and AFRINIC with AfNOG can not serves all them... AFRINIC Need to have aphysical presence in African countries, for instance a partner who can locally be sustained by AFRINICs Resources.Such partner can be a non For Prof it organization as the country NOG 1All AFRINIC Conferences and Communications are welcome. 1I have not had a chance to participate in its conference but I follow on mailing lists. One mailing list though theAfrican needs moderation to stop it being a platform to settle personal scores among grown men who behave likesmall boys. 1I suppose AFRINIC can do with more customer service training to its events staff. In some AFRINIC events, myexperience at registration desks has not been that pleasant as some AFRINIC staff proved unfriendly, if notuninterested. 1Improve your English 1In Africa, there are countries that are less involved than other in Internet issues at the continental level. Specialattention must be directed to them. Some ideas: - make hosting proposal for AFRINIC meeting to these countries(even if they didnt applied) 1Increase more awareness and presence about participation 1Is it possible for small business to have followship that can help them to participate at the AFRINIC Conferences andCommunication? 1More IPV6 trainings should be scheduled in all countries 1Not agree with the selection or the allocation of scholarships to attend conferences. 1Send mails 2Reach local (in-country) news and media for communications on conferences 1So far so good awareness and publicity has been great. 1There are no effective communications 1We are not aware that there is AFRINIC conference. The communication we have is very limited. 1 ©TNS 2012 ©TNS 2012
  • 31. IPV6 Deployment IPV6 Deployment can be considered as one of the strength of AFRINIC with green scores across all metrics where AFRINIC’s involvement in IPv6 deployment in Africa are mostly valued by respondents. ‘Provide practical hands-on training’ and ‘Share best practical information’ are among the top options proposed.How would you rate AFRINICs involvement in IPv6 deployment in Africa?AFRINIC should increase efforts to raise awareness among stakeholders 84about IPv6.AFRINIC need to carry out more coordination and collaboration with local 85Internet communities to help facilitate IPv6 uptake.AFRINIC should provide practical hands-on training to help with the uptake 86of IPv6 where needed.AFRINIC should share best practice information with stakeholders to help 88with IPv6 take-up.AFRINIC should provide IPv6 deployment advice/consulting to its 85membersTotal 85 Base: 92 respondents ©TNS 2012 ©TNS 2012
  • 32. Future planning of organizationsOn overall, 61% of the respondents/organisations have Further information needed to Number ofnot planned for any activities based on IPV6. The budget make decision for future respondentsfor the transition of IPV6 seems to be problematic, since planning78% have not planned for this in the coming year. Training of employees regarding IPV6 16Training of employees regarding IPv6 & financial Do not have the budget forconstraints for innovation are the main concerns for most implementing new system 7organization in order to take decision for future planning. We need more support from AFRINIC 4 Our management need to have clear vision about the progress of IPv6 deployments from commercial POV as we know that a lot ofDoes your organization have….. for 2013? protocols used by customers still not supported such as (VOIP software, Peer-to-Peer,.......etc) 4A formal plan for IPv6 deployment 39% 61% Complementary information to be informed about benefits and for An IPv6 transition budget 22% 78% allocation of budget 4 No As part of global organisation, theStaff trained for IPv6 deployment 53% 47% decision has to be made with all the Yes other sites involvement 2 IPv6 address allocated/assigned 42% 58% Financing the purchase of IT Equipments that are IPv6 Total 39% 61% compatible 2 A regulatory framework 1 Need ISP ready for using IPV6 1 Base: 92 respondents ©TNS 2012 ©TNS 2012
  • 33. Further comments regarding IPV6 deploymentFurther comments about IPV6 Number of Suggestion about how AFRINIC could Number ofdeployment help with the uptake of IPV6 respondents respondents AFRINIC should provide training andAFRINIC should share more workshops on IPV6 18information about IPV6 6 Collaborating with our members 5AFRINIC should advise on the Conduct a Webinar dedicated fortransition phase to IPV6 5 organisations security teams in the region toAFRINIC should provide training discuss their concerns about deploying IPv6 4on IPV6 4 Help us in the transition phase 4We need the support of AFRINIC We need regular updates regarding IPV6since we can not afford such deployments world wide and marketchanges 3 readiness to go with IPV6 commercially without receiving huge complains fromShould provide materials for the customers 3uptake of IPV6 1 Provide adequate materials 2CPP should be improved for IPv6 AFRINIC can help member states andas its only IPv4 at the moment 1 organisations on how to source for funding. 2Given the rate at which the IPv4 Encourage ISP to make the transition to ipv6 2addresses are getting depleted, I AFRINIC can enhance more the IPv6think Africa is moving too slow in Deployment in Africans countries and inits adoption efforts 1 Cameroon 1 Organized a training session in Comoros 1Outreach needs to be stepped up, Provide Industry certification like CCNP fora more localized approach should IPv6. 1be adopted. 1 Need AFRINIC support and budget for NGOs training 1 ©TNS 2012 ©TNS 2012
  • 34. C. AFRINIC Publicinformation servicesAFRINIC public information 62servicesInternet Governance and 75Public Affairs 69Section C ©TNS 2012 ©TNS 2012
  • 35. Support for Public internet Infrastructure developmentHow would you rate AFRINICs involvement with With regards to the support for publicthese services. internet infrastructure development,Im aware of the existence of these respondents are averagely satisfied with 66 these services. However, there are groundsservices. for improvement when it comes toThere is sufficient information available providing sufficient info on AFRINIC websitefor me on AFRINIC web site on how to 55 on how to benefits these programs wherebenefit these programs. the score is quite low.AFRINIC should focus more on supportingCore Internet Infrastructure development 74in Africa. When it comes to charge a fee for theseAFRINIC should partner with other services , only 31% of the respondentsorganizations to scale its support in these 74 agree to pay the fee compared to 69%areas. who do not favor this idea.Total 67Do you think that AFRINIC should charges for these services 31% Yes No 69% Base: 88 respondents ©TNS 2012 ©TNS 2012
  • 36. Further comments regarding Public internet Infrastructure developmentHow AFRINIC can help improve Core Internet Number of Number of Further suggestionsInfrastructure in your region/country? respondents respondentsAFRINIC should have more active involvement in local AFRINIC can provide smallcommunities 7 internet business and AFRINIC could organize some training 7 leaders to be familiar withAFRINIC can collaborate with public and private sector to if the infrastructure. 2they have projects relating to that. 4 AFRINIC needs to imporveIn need of capacity building and DNS awareness 2 on overall 2More communication exercises to create awareness about the More communicationactivities of AFRINIC in this domain. 2 towards the stakeholdersIXP and ccTLD management 2 for what they should doAFRINIC should share more information about the Core and what help they caninternet infrastructure 2 get from AfriNic toBy making many contracts with operators in implement ( e.g IPV6) 2telecommunications domains ,ISP , banks even the AFRINIC must decentralizeGovernment relative in the use of IPV6 address. 1 its power 1By providing expert advice 1 Stronger CollaborationIf Core Internet Infrastructure means fiber cables and with local andtransmission networks in country/region, so I suggest that International Partners suchAFRINIC can coordinate for such projects with African Union as the Internet Societyand other African committees that focus on developing Chapters. 1infrastructure into Africa ... AFRINIC may have the vision and There should be a policystatistics of Internet resources usage in addition to LIRs on National Internetcontacts and the needed IT projects in all countries in Africa Registry (NIR) for anywhich AU may have not. 1 country in Africa thatPromote establishment and implementation of community wants to establish suchDNS 1 and Afrinic should provideSupport for NGOs involved in ICT within regions and regional the necessary support towhich will help Afrnic act as an Advocacy tool for their great such country. 1work they do. 1 ©TNS 2012 ©TNS 2012
  • 37. Appraisal on the AFRINIC public information services Respondents are averagely satisfied with AFRINIC’s public information services with 62 points.How would you rate the following statements? Further comments Number of respondentsAFRINIC provides public information in Some links are not working: 61the way that meets my needs.AFRINICs Whois Database service at a high level of quality, 62 onent/content/69-training-usability and reliability materials/150-materials 1AFRINICs reverse DNS service operatesat a high level of quality, usability and 63 The whois service seems to bereliability down right now. It would beI can easily find information I need on 60 good to announce this, e.g. onthe AFRINIC website the front page of the website,Overall, the services provided byAFRINIC are satisfactory 64 and provide a time frame forTotal 62 repairs. 1 Base: 95 respondents ©TNS 2012 ©TNS 2012
  • 38. Areas of interest within the public information services Respondents are mostly interested in areas such as IPv6 (67%) followed by Internet security (66%), Internet governance (57%) and Critical Internet (56%) . Which of the following areas are of interest to you? Information and statistics that Number of AFRINIC could provide that will be respondents 67% useful and relevant to organizations Series 3 Internet Security 66% Cyber Security risks and reports in Africa 3 Internet Governance 57% Internet usages in member countries 3Critical Internet Infrastructure protection 56% Points of Afrinic human resources in regions 1 ISP Operation 53% Categories of data associated with ISP, fixed 51% and mobile network operators 1 Internet privacy More implication of AFRINIC in creation of Public Policy on Internet matters 51% National CERTs. 1 Extent of IPv6 penetration in Africa (measuring by addresses allocated, dual Further information that AFRINIC Number of stackability, etc) 1 needs to consider for the WHOIS respondents Internet connectivity 1 Database IPv6 usage in Africa, DNSSEC support on I like to see the real contact information african ccTLD, statistics on ccTLD 1 for networks instead of this generic e- The most important information is the mail address "" 2 contact and abuse addresses for all African IP numbers, so that incidents of abuse can Updated information 1 be reported quickly, easily to the providers. 1 Supporting NGOs 1 Make sure that all ISPs keep their ABUSE ASK ISP to give an exact location of an IP POCs up to date. 1 address 1 Videos training on the web site. 1 Base: 117 respondents ©TNS 2012 ©TNS 2012
  • 39. Internet Governance and Public Affairs Comments about Internet Number ofIn general, AFRINIC’s level of engagement with Governance and public affairs respondentsvarious governments and authorities are highly valuedby respondents. However, medium consensus is noted According to this survey AFRINICfor the engagement of AFRINIC with governments in will have the opinions of LIRsits service region. towards their governments, Itll be useful if AFRINIC can pass these info to each government in order to fill the gap and enhance the operation of Internet in Africa.. 2 AFRINIC by working withHow would you rate AFRINICs level of engagement governments must maintain awith various governments and authorities? "multistakeholder" approach. AllAFRINIC should engage more with different players within the 70governments in its service region Internet environment must beAFRINIC should work with associated to these exchanges. 1regulators, law enforcement 75 Be flexible with the private sector. 1agencies and otherintergovernmental organizations. Foster Collaboration amongs various stakeholders in Africa 1AFRINIC should communicate theAfrican regions interests and The participation of Africans in this 81 area is determined by the capacitypositions in global InternetGovernance forums and budget. 1AFRINIC should continue providing Mauritius is too far from anywheresupport to its Government Working 76 in Africa. Will be good to haveGroup? think liaison offices in the regions 1Total 75 Base: 95 respondents ©TNS 2012 ©TNS 2012
  • 40. Level of deregulation of Internet serviceOverall, majority of respondents share the same consensus upon the need on more involvement on thelevel of deregulation on Internet service. When it comes to suggestion , ‘share best practice info’ is toprated with 69% on how AFRINIC should engage more with government followed by ‘Governmentparticipation at AFRINIC’s meeting with 57%. The following are suggestions aboutThinking about your government, and the level of deregulation of how AFRINIC should engage moreInternet service provision in your economy, how do you feel about with governments. What shouldyour governments involvement in the following area? AFRINIC allocate resources to? Need more involvement Need involvement Neutral Fair involvement Too much involvement Share best practice information. 69% Encourage more government participation at AFRINICs Meetings 57% Inform government officials on matters that concern Internet Number Resource Management 56% AFRINIC Roundtable Meetings for governments and related bodies 54% Base: 95 respondents Base: 117respondents ©TNS 2012 ©TNS 2012
  • 41. APPENDIX ©TNS 2012 ©TNS 2012
  • 42. Profile of respondents 82% of the interviewed sample are male vs 18% forGender - % of respondents female. 62% of the respondents have personally 18% participated in the survey vs 32% who answered on the behalf of their organizations. Male Female 82% Source of feedback 62% 38% Me as an Individual My Organisation ©TNS 2012 ©TNS 2012 Base: 117 respondents
  • 43. Sector of activity The main sector of activity for majority of respondents are ; 17% for ‘Internet service provider’, 10% for others (given in the table below)and 7% each for cc TLD, ‘Universities’, ‘Consulting & Advisory’, ‘NGOs’, ‘Telecommunications’ and ‘Network Service Provider’ . Internet Servic e Provider 17% Number of Others 10% Sector of activities respondents c c TLD 7% Oil and gas 2 Universities 7% Aeronotic 1 Consulting & Advisory 7% ICT related activities 1 NGOs 7% Internet registry 1 Telec ommunic ation Regulators 7% Internet Services 1 Network Servic e Provider 7% Reporting spam, particularly Mobile Operators 5% 419s 1 IXP 5% Services 1 Sec urity Servic e Provider 4% Web 1 Adv & Media 3% Ministry 3% Internet Hosting Provider 3% Training 2% Government Agenc y 2% Fixed Line Operators 1%Logistic s & Supply Chain Management 1% Banking& Financ e 1% Researc h Institut/Center 1% Base: 117 respondents ©TNS 2012 ©TNS 2012
  • 44. TNS – helping our clients make better business decisions© TNS 2009 44