Member Services Update APNIC Member Meeting 14 APNIC, Japan 6 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 –Faster response than normal request(one working day)

Helpdesk Services (continue) Phone –Ph: –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 all requests to More information? –

Average Calls By Country

Average Daily Calls

Total Calls By Area

Average Daily s

Total s By Area

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?