Further to the training questions

> > Do other LIRs experience this??
>
> The waitqueue is indeed very long. My last assignment request (admittedly
> large) got its first response 9 days after it was sent to a hostmaster
from
> the wait queue.. Next response was 5 days later. Eventually it was
approved
> 16 or 17 days after the initial request.  Now, I realise the request wasnt
> standard, but it's a bit long :) (i dont blame the hostmaster in question
btw!).

An interesting quesion here is how the NCC ticketing system organizes the
wait queue and what happens when a request is getting too old (and what is
realy too old ?).

>From dealing with the opposite problem towards our customers: they have been
complaining that it takes to long to get answers and solutions from us. We
then introduced a new trouble ticket system, Action Remedy Request, to get
better statistics ond what is going os. We have so far seen that a majority
of the time on the requests not soleved within 8 hours (which is the
internal target we have set for normal requests) is waiting for customer
feedback or are unasigned.

The trouble then is to get thoose requests in front of the queue so that the
customers thinks we are responsive to her request.

The real trouble lies with customer satisfaction though, because it seems to
be that some customers are dis satisfied with our service if we mail them
back with further questions. My personal gut feeling is that this is because
they then do not understand the questions mailed back or don't see their
relevance. And the strange thing is that if they are adressed back trough a
phone call this disatisfaction does not occur. Then they think we are
concerned. (Wi did two customer surveys one before we changed the system and
one after the new system was introduced, and the overall results got
slightly worse :-(, but we got better feedback in some of the areas we
focused on. So this is by no means easy or rocket science...

Another important thing for us was to introduce something like a trouble
manager, when a request was floating around in the system assigned or
unassigend to some resouce group for more than a certain time limit, a
dedicated person should get notified to take action to bring in the correct
expertise.

Some of this may be relevant for the RIPE NCC. Maybe just looking about the
algorithms for organizing the incomming requests and followups will solve
some problems ?

-hph