Catania, 16 May 2006 Reaching both institutions and users Educating the educators Elise Roders, SURFnet bv

High-quality Internet for higher education and research 2 Overview Past and present (a proper history lesson) Strategy (why do the things we do?) Practice makes perfect

High-quality Internet for higher education and research 3 On our way to a consumer society Past and present * Strategy Practice

High-quality Internet for higher education and research 4 Change in consumer role Use whatever you can get Get what you want! Past and present * Strategy Practice

High-quality Internet for higher education and research 5 Industrial process 20 th century Sellers market (demand exceeds offer) Buyers market (offer exceeds demand) Past and present * Strategy Practice

High-quality Internet for higher education and research 6 The internet (r)evolution Timeline (non-scientific!) Introduction Arpanet Scientific networksConsumer Internet (low bandwidth) Consumer Internet (high bandwidth) High quality services 60’s 70’s80’s90’s Sellers market 00’s2006 Buyers market

High-quality Internet for higher education and research 7 Network vs Services Our research networks are still our core business. High end users need top quality networks. The large majority of users profit from these networks but they need value added (or adding) services SURFnet focusses on middleware, streaming media and online collaboration Past and present Strategy * Practice

High-quality Internet for higher education and research 8 Providing a service is not enough Simply making sure relevant services are available is not enough. We need to promote the options in order to compete with our competitors Market approach, but we still have our NREN philosophy. Past and present Strategy * Practice

High-quality Internet for higher education and research 9 So how do we approach the new situation? Contact persons at institutions (ICP) users Account advisor Community Support?

High-quality Internet for higher education and research 10 Do we know what the users want? User surveys and discussion panels: Students, scientists, teachers Past and present Strategy Practice *

High-quality Internet for higher education and research 11 Product and life cycle management Introduction of tools to analyse the performance of services. BCG matrix

High-quality Internet for higher education and research 12 Promotional campaigns Using traditional and new media to focus attention to our services Past and present Strategy Practice *

High-quality Internet for higher education and research 13 Do users know what they have? Huge range of possibilities using high speed internet Awareness of consequences (security risks etc.) Past and present Strategy Practice *

High-quality Internet for higher education and research 14 Workshops In collaboration with Kennisnet Facilities in use since 2005 Reaching users rather than contact persons Personal approach (most commercial ISPs do not provide this service) Past and present Strategy Practice *

High-quality Internet for higher education and research 15 Past and present Strategy Practice *

High-quality Internet for higher education and research 16 Past and present Strategy Practice *

High-quality Internet for higher education and research 17 Educating the Educator: train the trainer Spread information like an oil stain Users will be advocates amongst coworkers Participants give important feedback on the service Past and present Strategy Practice *

High-quality Internet for higher education and research 18 We know what we want! Past and present Strategy Practice *

High-quality Internet for higher education and research 19 Thank you for your attention Elise Roders