Belnet Networking Conference 2012 Status and Future Plans Jan TORREELE
Agenda Organisation - Changes Network Services Communication Customer Satisfaction Survey 2012 Future Conclusions 2
Organisation - Changes New director (January 2012) New Board (Beheerscommissie Commision de Gestion) New department: Marketing & Communication (Laetitia Lagneau) Now 61 employees + 12 open positions (spread the word!) 3
Network - Evolution New fiber ring in Brussels 3 new datacenters on fiber Cross border fibers: Arlon Luxembourg Hasselt Maastricht Pop split Hasselt, PoP move Leuven, (Gent) Study Firewall Service on BSR IPv6 PA blocks attributed to all customers 4
Network Fiber footprint 5
Network External Connectivity Transit: 3 x 7 Gbit/s (Level(3), TiNet, Cogent) Research: 10 (+ 10) Gbit/s to GEANT (+ global research networks) IX: 2 x 10 Gbit/s to BNIX 2 x 10 Gbit/s to AMS-IX 10 Gbit/s to LINX 10 Gbit/s to France-IX 6
Network External Traffic 7
Services R&E Federation: 14 participants, 7 Service Providers Belnet SP: FileSender, DCS, antispam, ViaBel.net Virtual IdP service in development Member of EduGAIN eduroam: 30 participants! Now available for non.be domainnames (e.g..eu ) RadSec in progress Govroam PoC 8
FileSender 9
eduroam worldwide 10
Communication http://events.belnet.be Workshops: 11 IPv6, eduroam, Videoconferencing, Federation, Connectivity, Security Conferences: 2 BNC, BISC Events: 3 BNIX, PoP, FedMAN 11
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Customer Satisfaction Survey 2012 2 goals Inquire about customer satisfaction regarding current services and organisation Probe about future requirements and expectations 102 organisations participated (55%, N=187) Reliability = 95% 13
Customer Satisfaction Survey Collaboration with Belnet is Effective 8,43 /10 Easy 8,22 /10 Customer Experience Index + 85,11 % Enjoyable Trustful 8,38 /10 8,63 /10 Norm : +85 % = excellence 75-85% = good 65%-75%= ok 55%-65% = moderate 45-55% = very moderate < 45 % = bad 14
Performance Customer Satisfaction Survey Impact / Performance matrix 100% 90% Service Levels Trust Implementation Technical Expertise 24/7 Helpdesk Quality of Services Effective 80% CERT.be Support Personal Contact Enjoyable Easy 70% Commercial and Administrative Support Communication Administration 60% 25% 35% 45% 55% 65% 75% 85% Impact on satisfaction 15
Customer Satisfaction Survey Results Very positive results General level of satisfaction: 8,5 / 10 Strong customer experience and loyalty Positive: Professional Competent Customer oriented Reliable Excellent technical performance Good price 10.10.2012 16
Customer Satisfaction Survey Results Not so positive: Communication Helpdesk Aspects related to project planning (rigidity, timelines, administration, planning, etc.) Wants: Solution provider Flexibility / dedicated Public / non-commercial 17
Future Keywords: Partnership, Trust, Expertise, Dedicated, Stability, Noncommercial Next Generation Network Cloud ITSM 3rd Party Interconnect 18
Future: Next Generation Network Build on existing fiber infrastructure 100 Gbit/s 80+ wavelengths per fiber Flexible grooming, Add/Drop, etc Continue fiber meshing RFI finished, RFP Q1 2013 New network planned: mid 2014 19
Future: Cloud Customer Survey: Trust Partnership Dedicated & solutions provider Belnet specifics: High bandwidths (symmetrical!), no volume caps Reliable network Low latency Backbone traffic cheap Belgian territory 20
Future: Cloud Expressed needs: Storage Delocalized backup Redundant services Virtualisation / flexibility Answer: Belgian research cloud 2 projects already started: storage & virtual servers Q3 2013 Federation! 21
Future: IT Service Management High priority project 2012 Effective and efficient management and control of the quality of IT services for our customers Formalizing (ITIL) and integrating what we already do in fragmented ways Service Desk as a central concept Incident-, SLA-, configuration-, change-, problemmanagement 22
3rd Party Interconnect Issue: Commercial providers want to be able to offer services directly connected to customers Customers want the same thing from service providers For various reasons: not over the commercial internet (QoS) Answer? Commercial parties directly connected to Belnet? Economies of scale -> improved conditions for customers? Trying to elaborate a model that could work for all parties involved 23
Conclusions Belnet is evolving continously We are here for you! We want to be your trusted partner We want to deliver the services that you require Tell us what you need! looking forward to our 20th anniversary next year, together with you! 24