RIPE NCC Survey 2019 - Key Findings and Proposed Actions

General

Survey Finding

High levels of support and satisfaction were reported in all areas and these standards need to be maintained

Internal processes and departmental structure improved to allow more streamlined handling of member requests.

We've started measuring customer satisfaction.

Service Delivery

Survey Finding

Service delivery comments often note too much bureaucracy and request improvements relating to ticketing issues and response times

1. Implemented a system to speed up the validation of documentation
2. Improved processes and procedures in Registry Services to ensure consistent and efficient handling of requests
3. Implemented improved automation for approval of membership applications, for organisation name change, for "2017-02 Abuse-c Validation" and for maintainer password self-service process (item is in progress)
   
4. With multiple LIRs, changes that affect all LIRs in a group now happen on the member level and do not need to be duplicated for all LIRs in the group

There was strong support for our due diligence efforts and requests to more actively ensure accurate registry updates

1. We now require additional verification if the online validation of documents is not possible
2. Enhanced EU sanctions check to effectively identify potentially-sanctioned members
3. Improved handling of ID documents, both in terms of validation and GDPR
4. Established automated registry accuracy report, which measures the correctness and comprehensiveness of RIPE registry resources
5. Automated the investigations for GDPR-related requests for a number of our services (item is in progress)
   

Support in languages other than English was frequently requested

1. Assisted Registry Checks and other calls carried out in the preferred language of the member, subject to availability 
2. Translation of RIPE NCC Russia Internet Country Report
3. Improved non-Latin-1 character substitution in Whois query and update, with warnings when this happens
4. Developing a coherent language support policy that will provide documentation on the RIPE NCC and all services/activities in several languages

Improvements to documentation and user guides across our services were requested

1. Updated our website to better explain the requirements and differences between the different changes to the holdership of Internet Number Resources (policy transfers, company mergers, network acquisition)
2. Simplifying and improving all text in the Manage IPs and ASNs section of our website
3. Many improvements to the RIPE Database documentation to improve accuracy (to reflect changes in software) and clarity (simplify text to make it more easily understood)
4. Detailed release notes describing changes in Whois releases

Improved billing processes and consideration of international payment issues was requested

1. Clearer invoices and billing procedure created for 2020
2. Worked on AFAS migration to the cloud which means better billing services for our members, utilising more out-of-the-box functions and more automation
3. Worked on resilience and improved automation when it comes to syncing member information and payments to AFAS

Engagement

Survey Finding

Results showed that awareness of tools and services needs to be improved

1. Virtual Open House meetings are arranged on specific services and topics to increase awareness and improve understanding
2. Campaigns around RPKI and Certified Professionals programme to increase awareness and uptake
3. Videos and animations released (IPv6, RPKI, GM voting)
4. RIPE NCC Educa:: IPv6-only event
5. 80 RIPE Labs articles from staff on all services and activities since the survey concluded

Increased local presence is frequently requested  

1. Open House allows virtual meetings in any location, on any topic
2. Established RIPE NCC Day events
3. Country Reports established and promoted in specific countries (three scheduled per year)
4. Active participation and support for local network operator groups (NOGs) in our service region
5. Adapted training material for webinars

Investigate communication methods and channels used by the technical community that the RIPE NCC is not active in

1. Consolidated and improved our social media presence
2. Placed focus on enabling virtual RIPE Meetings, GM and a range of other events
3. Expanded the range and type of events and conferences we participate in with a focus on technical communities

Simplify web content and make services easier to find

1. Simplified text in the Manage IPs and ASNs section of the website
2. Simplified RIPE Meeting website to improve the user experience and make it easier to find the most relevant information (including for mobiles and tablets)
3. Currently developing revamped and modernised RIPE Labs website for release in 2020

Corporate Governance

Transparency is a key issue for our members and community

1. Simplified and improved Activity Plan and Budget document
2. Greater promotion of General Meeting (GM) and processes involved (especially voting at the GM)
3. Open discussions on mailing lists relating to our services are actively encouraged by staff and Executive Board
4. Meet the Board events at every RIPE Meeting so they can answer all questions from members/community

The value of our services needs to be made clear to our members and community

1. The benefits of services are clearly outlined in the Activity Plan and Budget
2. Dedicated virtual Open Houses on specific services to explain the value

There needs to be clear reasoning for why the RIPE NCC chooses to invest in particular areas

1. Updated and aligned activity areas in Activity Plan and Budget to make clearer where resources are being invested
2. Five-year strategy document to be published by end of 2020

Tools and Information Services

Survey Finding

Improved documentation and improved support on how to use services was requested

1. Many improvements to the RIPE Database documentation to improve accuracy (to reflect changes in software) and clarity (simplify text to make it more easily understood)
2. Simplification of website text relating to IPs and ASNs

Interface and usability improvements would be appreciated

1. Launched RIPEstat beta with improved interface and usability
2. API created for the RIPEStat Database widget to display version history
3. Currently developing improved RIPE Atlas UI for launch in Q4 2020
4. Improved website page size and speed (item is in progress)
   
5. Integrating an updated website template, which will also improve mobile support (item is in progress)
   
6. Made a range of additions and improvements to the LIR Portal

RIPEstat is heavily used and relied upon by many

Collaboration work with other RIRs to launch other versions powered by RIPEstat

Routing Information Service (RIS) is noted by many as essential for their work

1. Launched RIS Live
2. Increased focus on the quality of RIS
3. Community outreach to better understand user requirements for RIS

Security

Network security is the biggest challenge faced by members, who suggest training and cooperation with security organisations as the best way to help

1. We are a member of CSIRT and are exploring avenues for cooperation with other security groups
2. Cooperated with LEAs on training courses and certifications
3. Arranged external security audits for several of our services, and fixed high-risk security vulnerabilities in our software
4. IPv6 Security course adapted for three two-hour webinars

DDoS attacks are the main security concern for operators

1. Implemented DOS filtering to protect Whois query service
2. A cloud migration is being evaluated, including improved resiliency and availability (item is in progress)
   
3. Evaluating the inclusion of relevant DDoS material in BGP training content

In terms of IP resources, blacklisting of addresses is noted as a concern for many

Providing useful security-related data or insights is seen as a way the RIPE NCC can help operators

Published many security-related articles on RIPE Labs 

RPKI

Survey Finding

Deployment is increasing but more awareness-raising is needed

1. Took part in community demo on how to create ROAs
2. Targeting specific countries where ROA creation is lagging behind
3. A campaign carried out to improve awareness, including the creation of RPKI video

Many respondents plan to do RPKI Origin Validation but it requires more knowledge

1. RPKI webinar created
2. Improved RPKI Validator documentation
3. Many RIPE Labs articles about RPKI / security published in 2019/2020

IPv6 Deployment

Provide more practical information on deployment such as how-to's, use cases, etc.

1. IPv6-only Educa:: event held
2. A dedicated IPv6 team in RS evaluates larger IPv6 requests and provides guidance on addressing plans

Deployment is particularly low in the Middle East region

1. Developing IPv6 material and online courses
2. Focus on webinars and online training allows us to reach a greater audience throughout the service region

IPv4 Scarcity

Survey Finding

Many people believe the RIPE NCC should actively try to retrieve unused IPv4 space

Many people expect to use the transfer market in the coming three years

1. Discussion held with members on brokers list and IPv4 listing service
2. Transfer History widget added to RIPEstat

RIPE Database

Improvements were requested regarding the interface and general ease of use

1. Improved RIPE Database Web Application
2. Added route(6) and domain objects in My Resources
3. Added Delete button in My Resources
4. Display abuse-c validation status on the website
5. Improved automated checks for recovering the maintainer password

The search functionality could be improved

Various suggestions for technical improvements were made that are being investigated by the RIPE Database Team

1. Cleaned up locked person objects
2. Implemented 2017-02: Regular abuse-c Validation
3. Implemented NWI-8 (synchronise LIR Portal users to the default maintainer)
4. Implemented NWI-9 (opened the NRTM service)
5. Removed "mnt-lower:" from aut-num
6. Added index to improve search by "status:" attribute
7. Use local database for all queries (only use master database for updates)
8. Fixes and improvements to the RDAP service (particularly cross-RIR compatibility)
9. Perform character substitutions consistently on Query and Update, and warn when it's done
10. Filter personal data from historical data (to conform to GDPR)
11. Added support for elliptic curves in key-cert objects
12. Implementing support for client certificate authentication

More instructional material such as videos and short how-to's were requested

Developing in-house video production capabilities

Training and Accreditation

Survey Finding

Training is seen as the best way the RIPE NCC can help people respond to various challenges they face

1. Revamped RIPE NCC Academy
2. Changed face-to-face courses to remote learning sessions in light of COVID-19
3. Created a new training environment for the RIPE Database certification course
4. Developing new courses on Basic IPv6 and IPv6 Security

A majority of respondents said that accreditation would be useful for either their careers or for hiring qualified staff

More e-Learning opportunities would be appreciated and help meet demand for training

1. Launched revamped RIPE Database course
2. IPv6 Fundamentals and IPv6 Security courses under development
3. Increased capacity internally for content development
4. Developing hands-on labs to allow the practice to be carried out from any location

Regulatory Affairs

Survey Finding

Increasing awareness about the impact of government regulations would be appreciated

1. Open House and Labs articles (e.g. on Digital Services Act) to increase awareness
2. Updates from Executive Board to members explaining sanctions issue

There is support for maintaining or increasing our engagement with governments and regulators

1. Joined partnership with Council of Europe to develop recommendations for its member states on the development, use and regulation of digital technologies
2. Memorandum of Understanding signed with CITC Saudi Arabia
3. Work with governments and regulators on capacity-building initiatives
4. Developed About the RIPE NCC brochure focused on EU engagement
5. RIPE NCC Government Roundtables for Europe, Middle East and Central Asia regions
6. Shared the PDP in Arabic with regulators in the Middle East