Contractual Compliance Monthly Update | April 2013
Table of Contents 1
Contractual Compliance Metrics on myICANN
Since its launch at ICANN 46 meeting on 15 April 2013, the ICANN Contractual Compliance Report located on myICANN, has become a popular landing page. The web analytics show that ten percent of all myICANN traffic in April was to view the compliance metrics.
Consolidated Complaint Management System Update
The plan to migrate the remaining contractual compliance complaint types is on schedule. Transfer and UDRP development is complete, the web navigation and Learn More articles have been written, the new complaint input forms have been created and the back-end workflow development is almost complete for Domain Renewal/Redemption, Registrar Contact, Whois Unavailability and Registry complaints. At this time, the Contractual Compliance management system is at 52 percent completion.
Continuous Improvement Pulse Survey
Starting in April, after Whois Inaccuracy complaint tickets were closed in the new consolidated complaint system, ICANN began sending follow-up continuous improvement pulse surveys to the reporter and the registrar. The objective of the survey is to seek feedback, to measure the satisfaction level, and to determine specific areas for improvement in the complaint submission and management process. The reporter survey questions focus on the ease of submitting a complaint, the clarity of instructions, the complaint resolution and an overall rating to complaint submission experience. Registrars are asked about the complaint information, the clarity of instructions, ICANN's responsiveness to questions and an overall rating of the complaint experience.
For April 2013, the Whois Inaccuracy closed complaints generated 968 survey invitations sent to the reporter and 562 survey invitations sent to Registrars. The survey response rate was less than one percent from the reporters and the registrars. The overall satisfaction question results are answered below. Statistically the response rate is too low to rate, but it does show the new Pulse survey process is working.
In April, ICANN completed the Audit and Reporting Phases, which consisted of document reviews and generation of individual Audit Reports to the remaining participants in the Year One Audit Program and launched the Remediation Phase. There are currently 19 Audit Reports outstanding and under remediation.
On 29 April 2013, ICANN followed up with an "Audit and Remediation Continuous Improvement Survey" to the participants.
|Year-1 Audit Program Milestone Dates|
|Request for Info||Audit Phase||Reporting Phase||Remediation|
|26 Nov. 2012||17 Dec. 2012||28 Dec. 2012||7 Jan. 2013||12 Apr. 2013||15 April 2013||19 April 2013||22 April 2013|
Please refer to http://www.icann.org/en/resources/compliance/audits to learn more about this program.
Please refer to http://www.icann.org/en/resources/compliance/newsletter for up-to-date information.
1 This update is provided for information purposes only. Please do not rely on the information contained within this update to make conclusions or business decisions.