Member Services Update

APNIC Member Meeting14 APNIC, Japan6 September 2002

Overview

• Helpdesk service• Account Management

Helpdesk Services

• Launched in April 2002• One point of contact for all queries

– Reduce confusion for members• Extended working hours

– 9:00 – 19:00 (UTC + 10 hours)– More time for seeking help

• Email– Faster response than normal

request(one working day)– Helpdesk@apnic.net

Helpdesk Services (continue)

• Phone – Ph: +61-7-3858-3188– Resolve issues faster– Discuss problems in their own languages

(some)– Bahasa Indonesia, Cantonese, Mandarin,

English, Filipino (Tagalog), Hindi, Telugu, Japanese, Thai and Vietnamese.

Helpdesk Services (continue)

• Helpdesk staff will not– Make allocation/assignment on the

phone– Evaluate request on the phone

• Email all requests to hostmaster@apnic.net

• More information?– Http://www.apnic.net/helpdesk

Average Calls By Country

AU58%

CN6%

JP5%

KR4%

NZ4%

HK3%

MY3%

Others17%

Average Daily Calls

0

2

4

6

8

10

12

Mon Tue Wed Thu Fri

Total Calls By Area

Database28%

Reverse DNS22%

General Enquiries

50%

Average Daily Emails

0

2

4

6

8

10

12

Mon Tue Wed Thu Fri

Total Emails By Area

Database51%

General Enquiries

33%

Reverse DNS16%

Account Management

• Started in July 2002• Features

– In response to member survey– To provide more personalised service

• Each team responsible for specific members• Accountability of each team to improve

services.– Reduced time for processing requests

• Familiar with members background• Avoid requesting for duplicate information

Implementation

• Divided hostmasters into teams of 2 – Based on languages– Work experience as hostmaster– Internet technology skills and experience– workload

• Impact on members?– Improved service– No change in processing requests– No change with evaluation

Questions?