The document discusses APNIC's efforts to gather user insights and community feedback to improve its services. It describes APNIC's policy development process, which relies on input from community members, consensus decisions, and secretariat implementation. It also outlines APNIC's biennial member survey conducted by independent consultants to understand challenges, evaluate APNIC's performance, and inform strategic planning. Additional methods for obtaining community input mentioned include attending events, discussions, questions, publishing roadmaps for feedback, and new tools for collecting feedback like surveys and focus groups. The document encourages community members to provide input through various channels to help APNIC better serve the community.

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Gathering user insights for
better APNIC services
Adam Gosling
Product Manager - Information Services
APNIC

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You might have seen me
in the Policy SIG

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Supporting the APNIC PDP
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The PDP starts when an community
member proposes a change
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To the Policy
SIG Chairs

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Who then discuss it
with the community
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If they reach consensus

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We check that we
understand what you want

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… then implement the new policy
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… and report back to you
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APNIC Policy relies on
• Community telling us what it wants
– Authors proposing policy
– Community members participating
• On the mailing list
• On chat during the SIG meeting
• On the microphone at the SIG meeting
– Consensus decisions
• By the Community
• By the Chairs
• By the Executive Council
• Secretariat implementation
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What’s the point?

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Policy implementation relies on
• The Secretariat accurately
understanding what the
community wants
• Then turning that into action
• If the Secretariat doesn’t
understand. Then things get
complicated really quickly
• We are a Member
organization, but we need to
serve a very wide range of
community stakeholders
• So we can’t run a PDP for
every action we need to take
• We need to get input in
other ways
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The Internet
Ecosystem
and APNIC
stakeholders
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Biennial Member & Stakeholder Survey
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Member & Stakeholder Survey
• Independent consultants
• Mixed methodology
– Focus Groups
– Online Survey
• How is the Secretariat doing
– What challenges the community faces
– How well we are responding to those challenges
– How could we do better
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The consultants report back to you
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and we say what actions we will take
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And then we report back to you
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Member & Stakeholder Survey
• Informs the planning
– Four year Strategic Plan
– The annual budget
– The annual activity plan
• It relies on community input
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APNIC
Community
APNIC
reports back
Community
input
Strategy
Budget
Activity Plan
Reports
Trackers
Updates
APNIC
executes

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How else do we
learn about the
community?

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We come to your events

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We discuss things with you…

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We ask you questions…

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you tell us what you think

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and we listen to your answers

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and publish a roadmap
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It has a big button for feedback
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Hopefully, you love it
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We’ve been trying
to get better at this

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APNIC Outreach
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APNIC is already close to the community
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• APNIC & APRICOT Conferences
• Attend partner events (RIRs, NIRs, ICANN, ISOC, etc.)
• Development, Training, and Capacity Building activities
• Engagement with Government and intergovernmental
agencies
• Participate in NOG, CERTs, CSIRTs, & LEA events
• Technical engagements with the IETF and others

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Carefully managed internally
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Now we are extending this level of detail
• Improving collection and use of
– Community consultation
– Feedback mechanisms
• Using best practice methodology
– Improve user experience
– Improve functionality
– Improve web site and portal usability
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New Product Development team

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New internal tools
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More ways to collect feedback

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What does
this mean
for YOU?

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More surveys

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More focus groups
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More BoF sessions

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More prototypes and betas
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More
1-on-1
interviews

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We want your input!

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How can you provide feedback?
• Talk to us face-to-face
• Email feedback@apnic.net
• Contact Helpdesk (www.apinc.net/helpdesk)
• Use Services Roadmap web page
• Take part in surveys
• Join the pre-release program (adam@apnic.net)
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What can you do in
Nepal?

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Speak at the
microphone

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Talk to staff at the
Services Lounge
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They are doing a survey on whois
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Talk to
George
He is doing a survey too

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This could be YOU!
?

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we’re here to help
Basically…

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The more you
put in…

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The more you get back

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