lyngby, may 22 2007
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Lyngby, May 22 2007
What do they want from us?
Dennis Beckers
The role of user research in portfolio- and lifecycle management
2 Hoogwaardig internet voor hoger onderwijs en onderzoek
SURFnet• Develops and manages national research network• Not for profit organization, 60 employees• 180 connected institutions, 750.000 users
• Funding:
Exploitation (18 M)
Innovation
(14 M)
3 Hoogwaardig internet voor hoger onderwijs en onderzoek
Budget allocation
Content deliveryGroupware applications
End user supportSecurity
Authentication & Authorization
Networkinfrastructure
4 Hoogwaardig internet voor hoger onderwijs en onderzoek
Lifecycle model
TechnologyScouting
UserResearch
FeasabilityStudy Service
development
Stimulating use&
Support
Production Decom-missioning
Technologydevelopment
Needs ofinstitutions
1 2 3 4 5 6
Plan for feasability
study
Business case & plan DO
Introduction service
Large scale service
provisioning
Decommis-sioning service
Shutting downservice
Feedback
5 Hoogwaardig internet voor hoger onderwijs en onderzoek
User research
End users Contacts Special Interest at institutions Groups
(3.000) (97, 75%) (4)
• Goals are to provide insight in: – Demands and requests of institutions– Strong and weak points of our services
• Yearly
6 Hoogwaardig internet voor hoger onderwijs en onderzoek
Research methodology
End users
Special interest groups
Organizations interviews analysis
interviews
focusgroups
analysis
analysis Online survey
Online survey
conclusions
qualitative quantitative
synthesis
7 Hoogwaardig internet voor hoger onderwijs en onderzoek
Research among institutions1. preliminary qualitative interviews with 10 institutions
Goal: to gather themes and to test questionnaire
Themes: - image of SURFnet- roles of SURFnet- the portfolio of services- relation SURFnet and institution- knowledge dissemination- satisfaction services- future developments
2. Online quantitative survey among all institutions
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Research among SIGs
• Adapted version of questionnaire for institutions
• Discussions during regular meetings or questionnaire
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Research among end users
1. Focus groups
2. Online survey (> 3000 participants)
10 Hoogwaardig internet voor hoger onderwijs en onderzoek
Synthesis• Meeting of 20 representatives of institutions (14), SIGs (2)
and end user groups (4).
• SURFnet formulates conclusions for the portfolio, services and innovation, based on the results of the research
• To check whether institutions, SIG’s and end users support conclusions SURFnet
• The conclusions of the synthesis have been instrumental for choices that are made regarding– Service portfolio 2007– Activity plans for innovation projects
11 Hoogwaardig internet voor hoger onderwijs en onderzoek
Results: name recognition remains low
knowSURFnet
2006%
2004%
Students 29 22Staff 64 55Total 51 39
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Use and opinion services
• Every respondent uses (often unconscious) SURFnet
• Mainly because of unawareness, use of other services remains behind
• Services that are being used are well evaluated
13 Hoogwaardig internet voor hoger onderwijs en onderzoek
Opinions of institutions
• SURFnet is considered to be innovative, reliable, customer oriented and not bureaucratic
• 25% of the institutions think SURFnet is expensive
• Services:– Match well with the needs of the institutions– (when used) are well valued– Portfolio is balanced and complete
(minus remote storage)
14 Hoogwaardig internet voor hoger onderwijs en onderzoek
Changes in service portfolio
• Changes in service portfolio:– New services (dynamical lightpaths, mailfilter)– Discontinuing others (search engine, X.509 PKI)
• More coherence of services
• Integration between group communication and content delivery
• Institution specific reports
• Operational excellence
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Changes for innovation plans
• Focus on operational excellence• Focus on stimulating the use of services by
researchers and teachers• Active stimulation of adoption and use of security and
aai-services • Temporarily less focus on (new) service development• Technology scouting as a basis for gathering and
disseminating of knowledge
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Questions/comments?
Dennis Beckers dennis.beckers@surfnet.nl
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