Waitqueue Update

Dear LIR-WG list members,

The RIPE NCC would like to update you on the progress with
regards to the Registration Services wait queue. The possibilities
for action as well as consequences have been discussed extensively.
Below, please find an overview of actions taken in the last few
weeks following the RIPE 37 meeting:

- We are giving priority to correctly filled out requests
- We are raising Assignment Windows very pro-actively
      - (this was applied some time prior to RIPE 37 and is now
         showing results)
- We are less strict with documentation being totally complete
- We are stricter with members who have not read the documentation
- We are dispatching incoming requests more efficiently, balancing
   the level of experience of hostmasters with the complexity of the
   requests.

Apart from the immediate dealings with the wait queue, we are
continuing to hire hostmaster staff.

What are the results of the efforts thus far?

During week 41 we experienced a peak in the number of tickets
in the queue reaching a total of 842. At this time the wait
queue in days was fluctuating between 24 - 27 days.

Two weeks later, having changed our working pattern as
with the actions mentioned above, we are down to 124 tickets in
the queue and the wait queue time has dropped to 6 calender days.

So, is this the time to rejoice and celebrate?

We do not think so. While these are good results and due
to the unrelenting effort of my collegues in the
Registration Services (including Nurani, Joao and those
in other areas supporting them) this is not enough.

Naturally, we would like to get the queue down even further,
two days is the goal.
Equally important is the need to carefully examine what
effects this way of working has. Are you getting the service you
require? Is the RIPE NCC delivering a service quality that we can
be proud of, and can this be sustained? These will be the points
we will keep in mind for the coming weeks.

Another update can be expected in four weeks time.

Regards from windswept Amsterdam,


Axel Pawlik
Managing Director
RIPE NCC