August 2024 - IFR2-team - lists.icann.org

Agenda: IFR2 meeting 3 September @ 11:00 UTC
by Reda Josifi Aug. 29, 2024

Aug. 29, 2024

Dear IFR2 team, Included and attached is the agenda for the next IFR2 team meeting scheduled for 3 September @ 11:00 UTC. Second IANA Naming Function Review (IFR2) Meeting 20 3 September 2024 | 11:00 UTC Agenda 1) Welcome, Roll Call, SOI updates 2) Action Items (all action items tracked in the Google sheet linked here<https://docs.google.com/spreadsheets/d/1DFJ30deCZoV7ictJ-sNw3LXzBhp8TMkp/ed…>) Reference Date Action item Status 19-01 20 August 2024 ICANN support team to put together a task list of remaining items that need to be completed before the end of the project. Development of the list is complete. Outstanding: Staff will work with leadership on a prioritization exercise and developing a revised project schedule based on outstanding tasks to be completed. 19-02 20 August 2024 ICANN support team to email homework assignment to the review team. The team should read the Implementation report of IFR1 recommendations. Complete upon distribution of 3 September agenda. 19-03 20 August 2024 Marilia to provide the IFR2 review team with reports from the last three months of the Customer Satisfaction Survey, the post ticket survey, with a brief description of what it measures, and the last three months of the response rate satisfaction. Marilia to also provide the review team with the links to the Annual Survey from previous years. Complete. Marilia shared with the team via email on 23 August 2024. This information is ready for team review as a future homework assignment and discussion at a future meeting. 07-01 4 March 2024 As follow up from the 6 March CSC briefing: Co-chairs to consider formally asking the CSC liaison if there is anything they would like to bring to the attention of the IFR2. Ongoing - On hold for future consideration, once the IFR2 gets to a place in its work where it feels it can phrase the question most meaningfully. 3) Are there other ways we can better connect with direct customers that we have not considered, beyond a public comment on the draft report? * For example, reaching out to gTLDs and ccTLDs to ask if there’s anything they’ve noticed to bring to our attention? * If we were to do proactive outreach, what vehicle might we use? 4) ICANN81 (Istanbul, 9 – 14 November 2024) * Should we utilize the face-to-face time for a working session that could be combined with a community update on review progress? * Should we consider incorporating an engagement piece to this session (for example, are there 1-2 specific questions we could socialize in advance with specific customer groups?)? 5) Begin working through topics beyond the ‘nice to have’ that were identified to revisit during initial contract review. In advance of the meeting, please review column ‘I’ in the workbook<https://docs.google.com/spreadsheets/d/13-bJJ1vdg4NCujHCnRo40T29KnvVIQbwm0u…> to familiarize yourselves with the topics flagged for discussion below. a. Article IV, Section 4.1: Designation (see row 11 in the workbook<https://docs.google.com/spreadsheets/d/13-bJJ1vdg4NCujHCnRo40T29KnvVIQbwm0u…>) b. Article VIII, Section 8.1: Complaint Resolution Process (see row 48 in the workbook<https://docs.google.com/spreadsheets/d/13-bJJ1vdg4NCujHCnRo40T29KnvVIQbwm0u…>) c. Article IX, Section 9.3: Transition (see row 54 in the workbook<https://docs.google.com/spreadsheets/d/13-bJJ1vdg4NCujHCnRo40T29KnvVIQbwm0u…>) d. Annex A, 2(b): Service Levels (see row 103 in the workbook<https://docs.google.com/spreadsheets/d/13-bJJ1vdg4NCujHCnRo40T29KnvVIQbwm0u…>) e. Annex A, 4 (i) (1) (a): Interface Basic Functionality (see row 136 in the workbook<https://docs.google.com/spreadsheets/d/13-bJJ1vdg4NCujHCnRo40T29KnvVIQbwm0u…>) 6) Time permitting standard agenda item: Check in with outstanding Task List<https://docs.google.com/spreadsheets/d/12YuixaNF-Df6hM2yIaHS7PWAf6uFtPdq/ed…>. 7) Agree next steps: * Next meeting 17 September @ 18:00 UTC. * Homework assignment to be confirmed and distributed via email. 8) AOB, close

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IFR2 Meeting 19 Notes
by Reda Josifi Aug. 23, 2024

Aug. 23, 2024

Dear IFR2 team members, Please find attached the notes from the IFR2 meeting held on Tuesday, 20 August at 18:00 UTC. The notes are also posted to the meeting record on the wiki, linked here<https://community.icann.org/pages/viewpage.action?pageId=350584934>. The recording can be directly accessed here<https://icann.zoom.us/rec/play/FLeNjN0mW85N8g5xaqgW6bD2PZy6Pn0f1G8RRQhxQVw2…>. Thank you, Reda -- Reda Josifi Project Manager, Office of the Chief Technology Officer (OCTO) Internet Corporation for Assigned Names and Numbers (ICANN) Mobile: 202-709-2427 www.icann.org<http://www.icann.org>

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Information on PTI's Surveys & Report on last 3 months
by Marilia Hirano Aug. 23, 2024

Aug. 23, 2024

Hello, As discussed in our last meeting, I drafted a brief report on the types of surveys we conduct, and how it relates to the IANA Naming Functions Annex A, 3 (e). It includes the results of customer satisfaction for the months of May-July per your request: Background From 2012-2018, IANA customer service satisfaction was measured through an annual survey as mandated by the NTIA contract and subsequently the IANA Naming functions contract. In 2012, the team used Survey Monkey to conduct the survey. Feedback received by the community at the time indicated a need to ensure anonymity and unbiased reporting. To address these concerns, a third-party vendor was selected to administer the survey starting in 2013. By 2015, the team had a few years of reporting to trend results, and it was identified that waiting one year to ask for feedback on requests that many times were one-offs was not ideal. Many requestors provided feedback that they didn’t remember their experience working with IANA after so many months passed. To address this issue, a project to develop a post-ticket survey was created. But due to the ongoing IANA Stewardship transition efforts, this tool became a lower priority and therefore, only launched at the end of 2018 and codenamed How did we do? (HDWD). Although the HDWD tool addressed the timeliness of the feedback received and provided the team with the ability to receive and resolve complaints quickly, there was still a contractual obligation to conduct an annual survey. So, to avoid collecting the same feedback in two different settings, the team restructured the scope of the annual survey to be focused on measuring customer satisfaction with engagement efforts performed by PTI as it would complement the post-ticket, request-driven scope. Annual Engagement Survey Measures satisfaction with our engagement efforts. Full reports can be found https://www.iana.org/performance/engagement . Note that prior to 2019, the focus of the survey was still on customer service satisfaction and therefore the methodology and questionnaire was different if looking at reports from 2012-2018. How did we Do? Survey (HDWD) The How did we Do? (HDWD) Survey measures satisfaction with direct customer requests. Anytime a request is received and resolved through our ticketing system, the customer will receive a one question survey. [cid:image001.png@01DAF55A.7F836430] Once a response is selected, there is an option to add open ended comments regarding the feedback. The continuous improvement team tracks responses and ensures all dissatisfied customers receive an acknowledgement in a timely manner. The monthly satisfaction is currently published here: https://www.iana.org/performance , but more comprehensive external reporting is not published. The team is currently working on evaluating these survey methodologies and assessing how to evolve it while still meeting the contractual deliverables. Results from May-July 2024 [cid:image002.png@01DAF55A.7F836430] [cid:image003.png@01DAF55A.7F836430] I hope this information helps but happy to continue the discussion if there are more questions on this. Thanks, Marilia Hirano - PTI Liaison to the IFR2

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IFR2 Team meeting | 3 September @ 11:00 UTC
by Brenda Brewer Aug. 20, 2024

Aug. 20, 2024

Dear IFR2 members, Please join IFR2 Team Meeting #20<https://community.icann.org/x/aIDlF> on 3 September at 11:00 UTC. Additional time zone support here<https://www.timeanddate.com/worldclock/fixedtime.html?msg=IFR2+Team+Meeting…>. Calendar invites are sent and .ics is attached for your convenience. Please let me know if you are unable to attend. Thank you! Best, Brenda Join Zoom Meeting: https://icann.zoom.us/j/92773024849?pwd=TkJDZnZQMndWM1RjMks2OElhdUI1QT09 [icann.zoom.us]<https://urldefense.com/v3/__https:/icann.zoom.us/j/92773024849?pwd=TkJDZnZQ…> Meeting ID: 927 7302 4849 Passcode: 1rDw.e0TiY --- One tap mobile +19294362866,,92773024849#,,,,*3229647277# US (New York) +13017158592,,92773024849#,,,,*3229647277# US (Washington DC) --- Phone Connection Details Find your local number: https://icann.zoom.us/u/aeJngYAfC [icann.zoom.us]<https://urldefense.com/v3/__https:/icann.zoom.us/u/aeJngYAfC__;!!PtGJab4!4G…> Meeting ID (phone only): 927 7302 4849 Passcode: (phone only) 3229647277

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IFR2 Team Meeting | 17 September at 18:00 UTC
by ICANN Policy Calendar Aug. 20, 2024

Aug. 20, 2024

Please join IFR2 Team Meeting #21<https://community.icann.org/x/X4ALFg> on 17 September at 18:00 UTC. Additional time zone support here<https://www.timeanddate.com/worldclock/fixedtime.html?msg=IFR2+Team+Meeting…>. Join Zoom Meeting: https://icann.zoom.us/j/92773024849?pwd=TkJDZnZQMndWM1RjMks2OElhdUI1QT09 Meeting ID: 927 7302 4849 Passcode: 1rDw.e0TiY --- One tap mobile +19294362866,,92773024849#,,,,*3229647277# US (New York) +13017158592,,92773024849#,,,,*3229647277# US (Washington DC) --- Phone Connection Details Find your local number: https://icann.zoom.us/u/aeJngYAfC Meeting ID (phone only): 927 7302 4849 Passcode: (phone only) 3229647277

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IFR2 Team Meeting | 1 October at 11:00 UTC
by ICANN Policy Calendar Aug. 20, 2024

Aug. 20, 2024

Please join IFR2 Team Meeting #22<https://community.icann.org/x/YoALFg> on 1 October at 11:00 UTC. Additional time zone support here<https://www.timeanddate.com/worldclock/fixedtime.html?msg=IFR2+Team+Meeting…>. Join Zoom Meeting: https://icann.zoom.us/j/92773024849?pwd=TkJDZnZQMndWM1RjMks2OElhdUI1QT09 Meeting ID: 927 7302 4849 Passcode: 1rDw.e0TiY --- One tap mobile +19294362866,,92773024849#,,,,*3229647277# US (New York) +13017158592,,92773024849#,,,,*3229647277# US (Washington DC) --- Phone Connection Details Find your local number: https://icann.zoom.us/u/aeJngYAfC Meeting ID (phone only): 927 7302 4849 Passcode: (phone only) 3229647277

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IFR2 Team Meeting | 15 October at 18:00 UTC
by ICANN Policy Calendar Aug. 20, 2024

Aug. 20, 2024

Please join IFR2 Team Meeting #23<https://community.icann.org/x/ZYALFg> on 15 October at 18:00 UTC. Additional time zone support here<https://www.timeanddate.com/worldclock/fixedtime.html?msg=IFR2+Team+Meeting…>. Join Zoom Meeting: https://icann.zoom.us/j/92773024849?pwd=TkJDZnZQMndWM1RjMks2OElhdUI1QT09 Meeting ID: 927 7302 4849 Passcode: 1rDw.e0TiY --- One tap mobile +19294362866,,92773024849#,,,,*3229647277# US (New York) +13017158592,,92773024849#,,,,*3229647277# US (Washington DC) --- Phone Connection Details Find your local number: https://icann.zoom.us/u/aeJngYAfC Meeting ID (phone only): 927 7302 4849 Passcode: (phone only) 3229647277

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IFR2 Team Meeting | 29 October at 11:00 UTC
by ICANN Policy Calendar Aug. 20, 2024

Aug. 20, 2024

Please join IFR2 Team Meeting #24<https://community.icann.org/x/aYALFg> on 29 October at 11:00 UTC. Additional time zone support here<https://www.timeanddate.com/worldclock/fixedtime.html?msg=IFR2+Team+Meeting…>. Join Zoom Meeting: https://icann.zoom.us/j/92773024849?pwd=TkJDZnZQMndWM1RjMks2OElhdUI1QT09 Meeting ID: 927 7302 4849 Passcode: 1rDw.e0TiY --- One tap mobile +19294362866,,92773024849#,,,,*3229647277# US (New York) +13017158592,,92773024849#,,,,*3229647277# US (Washington DC) --- Phone Connection Details Find your local number: https://icann.zoom.us/u/aeJngYAfC Meeting ID (phone only): 927 7302 4849 Passcode: (phone only) 3229647277

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REMINDER: IFR2 Team meeting | 20 August @ 18:00 UTC
by Brenda Brewer Aug. 19, 2024

Aug. 19, 2024

Please join IFR2 Team Meeting #19<https://community.icann.org/x/ZoDlF> on 20 August at 18:00 UTC. Additional time zone support here<https://www.timeanddate.com/worldclock/fixedtime.html?msg=IFR2+Team+Meeting…>. Join Zoom Meeting: https://icann.zoom.us/j/92773024849?pwd=TkJDZnZQMndWM1RjMks2OElhdUI1QT09 Meeting ID: 927 7302 4849 Passcode: 1rDw.e0TiY --- One tap mobile +19294362866,,92773024849#,,,,*3229647277# US (New York) +13017158592,,92773024849#,,,,*3229647277# US (Washington DC) --- Phone Connection Details Find your local number: https://icann.zoom.us/u/aeJngYAfC Meeting ID (phone only): 927 7302 4849 Passcode: (phone only) 3229647277

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IFR2 Team meeting | 20 August @ 18:00 UTC
by Brenda Brewer Aug. 19, 2024

Aug. 19, 2024

Dear IFR2 members, Please join IFR2 Team Meeting #19<https://community.icann.org/x/ZoDlF> on 20 August at 18:00 UTC. Additional time zone support here<https://www.timeanddate.com/worldclock/fixedtime.html?msg=IFR2+Team+Meeting…>. Invites are sent and .ics is attached for your convenience. Please let me know if you are unable to attend. Thank you! Best, Brenda Join Zoom Meeting: https://icann.zoom.us/j/92773024849?pwd=TkJDZnZQMndWM1RjMks2OElhdUI1QT09 [icann.zoom.us]<https://urldefense.com/v3/__https:/icann.zoom.us/j/92773024849?pwd=TkJDZnZQ…> Meeting ID: 927 7302 4849 Passcode: 1rDw.e0TiY --- One tap mobile +19294362866,,92773024849#,,,,*3229647277# US (New York) +13017158592,,92773024849#,,,,*3229647277# US (Washington DC) --- Phone Connection Details Find your local number: https://icann.zoom.us/u/aeJngYAfC [icann.zoom.us]<https://urldefense.com/v3/__https:/icann.zoom.us/u/aeJngYAfC__;!!PtGJab4!4G…> Meeting ID (phone only): 927 7302 4849 Passcode: (phone only) 3229647277

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