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Member Services Update
By
Arthur Carindal
Head Of Member Service
Date
Tunis, 5 June 2015
Registration Service team looks after the resource
evaluation and delegation within the AFRINIC
region in line with the member driven policies
while….
Registration Service
….Customer service team looks after the
membership administration and services support.
Customer Service
2015 Commitments
1. Increase membership base
2. Provide service excellence
3. Increase member’s experience satisfaction
Membership base increase
-
200
400
600
800
1,000
1,200
1,400
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Total Members
AsofendofMay2015
• Serving 1216 organizations
• Registered 67 new members against 58
in 2014 (15% progression)
• Achieved so far 50 % of 133 forecast
• 15 ORGs under membership completion
5
15
25
35
45
55
65
75
2014 2015
2015 New Mebership Trend
Service Excellence
1. MS procedures certified ISO 9001:2008
2. Creation of the Customer Service Unit in Feb 2015
3. New member registration process revised to increase
membership
4. New member registration portal (self assessment) launched
5. IPv6 Category implemented in My.AFRINIC and Pastel
6. Registration Services process improved
7. AFRINIC Service Level Commitment under validation
8. AFRINIC-RIR Governance documents Updated
9. 2015 Member Guidebook released
• 91% (11) of new members
questioned were satisfied
with the overall service
during their resource request
• 10% (1) complained about
delay taken to complete
his/her registration
Member’s experience satisfaction
Excellent
27%
Good
37%
Sa sfactory
27%
Unsa sfactory
9%
AFRINIC Global Service Survey will be conducted in 2016
We need
your
feedbacks
through
Services
survey
Community contributions
Meet us at
MS Booth to
discuss with
MS Team
Contribute
into
member-
discuss
mailing list
AIS_Afric
a
afrinic
afrinic
afrinic
afrinic
afrinic
media
.net
twitter.com/
flickr.com/
facebook.com/
linkedin.com/company/
youtube.com/
www.

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