ICANN Contractual Compliances Report on Meta Issue: Uniformity of - - PowerPoint PPT Presentation

12 April 2012

Objective: To provide the GNSO Council an overview of the report submitted on 16 March 2012

ICANN Contractual Compliance’s Report

• n Meta Issue:

Uniformity of Reporting

Agenda

Report Request Background  Report Content

• Report Structure
• Overview of Tools
• Overview of Process
• Application Improvement Plan

 Compliance data and policy development

2

Report Request Background

The report was requested by the GNSO Council pursuant to Resolution 20111006-2 (http://gnso.icann.org/resolutions/#201 110) regarding the recommendation by the Registration Abuse Policies Working Group concerning the Meta Issue: Uniformity of Reporting

3

Report Structure

• Existing systems to report and track

violations and/or complaints

• Improvements / changes made since the

RAPWG Report

• Improvements / changes foreseen in the

near future

• Gaps and any improvements that might be

desirable but not foreseen at this stage

4

Overview of Tools

Current Future

• Separate ticketing systems
• Limited workflow
• 9% automated
• Manual ticket administration, tracking,

email counting, etc

• Manual data collection for reporting
• Manual reference validation
• ONE Registrar/Registry complaint System
• Common process & automated workflow
• Exception based complaint administration
• Incorporate w/ CRM solution
• Interface with supporting applications
• Automated pull and look-up validation
• ONE consistent data source for managing

and reporting Manual look-up

Ticketing System

W-Ticket

Ticketing System

UDRP

Ticketing System

C-Ticket Supporting Applications Who Is Radar Port 43 Data Escrow Finance Individual PC files Audit Questionnaire Email

ICANN Customer Relationship Management (CRM)

Complaint/Inquiry Tracking

Consumer, Transfer, Whois, UDRP, Law Enforcement

• Radar
• Data

Escrow Email

Port43

Finance SharePoint CC Doc mgmt Audit Questionnaire Performance Mgmt Reports

Web Input/ Status

5

Overview of process approach

Good Standing 1st Inquiry

• r Notice

email 2nd Inquiry

• r Notice

Email Phone call

2 3 1

INFORMAL RESOLUTION Breach Notice Suspension (Rr) Termination Non-renewal FORMAL RESOLUTION NOT in Good Standing ENFORCEMENT PREVENTATIVE Monitor , Audit, Educate & Outreach

I n t a k e

Publish & Update website Check other Non- Compliance 3rd Inquiry

• r Notice

Email Phone call Fax

6

Compliance Application Improvement Plan

Short Term (Now to August 2012)

• Enhance current ticketing applications
• Improve document management
• System integration of standardized business process
• Investigate and provide a reporting tool for metric data analytics

Mid-Term (2012-2013)

• Define & implement a consolidated Compliance system
• Develop and gradually rollout a Compliance dashboard
• Define and deliver Compliance risk and audit strategy

Long Term (2013 and beyond)

• Expand the new consolidated system to provide additional functionality

7

Compliance data and policy development

In summary:

• Not all complaints are valid
• Not all valid complaints lead to contract

violations or enforcement actions

• Most compliance issues are resolved

informally, without the need for escalated actions

• Complaints received by ICANN do not

capture all the abuses or issues covered in the RAPWG’s final report

• Data derived from those complaint intake

systems is limited

• Other sources of data should be explored

if there is community support for developing a uniform reporting system

Other 4% UDRP 1% Transfer 13% Customer Service 27% WHOIS Inaccuracy 55%

45,185 Complaints - 2011 8

Questions and Feedback

• Please send your feedback to

Compliance@icann.org