CSC has previously discussed changing this SLA to be measured differently. Some of the

ideas discussed were to increase the overall target from 60 days to 90 days, measure the data

annually instead of monthly due to low volume, or measure performance based on a rolling

basis for the last one calendar year. After discussing the pros and cons of each, the CSC seemed

to converge on the rolling method for the last one calendar year. (CSC Meeting 14, 15

September 2017).

In analyzing the data from March 2016 to now, IANA staff believe that none of the three

measurements above are true measures of performance of this type of request given the low

volume and complexity and variedness of the quality of the request submission. It makes more

sense to break this SLA into several SLAs to monitor the process at different stages. Given these

factors, we suggest that the CSC consider new SLA types as follows:

i) Tracking the number of interactions with the customer as an indication of the quality of the

request

ii) Amount of staff processing time when the request is waiting on staff after each interaction

iii) Amount of time it takes to create any reports needed for review by external parties.