By Dan Jones The Chinese State Grid, General Motors and BMV operate three of the largest cellular IoT projects.
Anyone that has attended a meeting of the Internet Engineering Task Force (IETF) will know that the somewhat dry topic of internet protocols is often the source of passionate disagreement. But rarely does that debate extend beyond the confines of internet engineers.
That has not been the case with a new protocol which aims to make the Internet’s underlying domain name system more secure by default. In recent months, the adoption of DoH, standing for “DNS over HTTPS” has become the subject of heated argument in both tech and mainstream newspapers, as well as the halls of power in both the US and UK.
“Google Draws House Antitrust Scrutiny of Internet Protocol,” reads one headline from the Wall Street Journal. The first paragraph of a different article from The Guardian reads: “The maker of the Firefox web browser has told the government it has no plans to turn a controversial web privacy tool on by default in the UK, despite launching it in the US later in September.”
In brief, internet giants Google, Mozilla and Cloudflare have been accused of a global internet power grab by the companies that connect everyone to the Internet — internet service providers (ISPs) — and in return, those companies have accused ISPs of trying to protect their turf at the expense of internet users’ privacy and security.
Meanwhile, some internet engineers warn that DoH is a threat not just to people’s privacy, but the stability of the Internet itself. And they have been met with counterclaims that they are out of touch and don’t grasp how the Internet actually works in 2019.
Internet protocols are never this controversial. So what’s behind the dispute, how much of it is true, and what do people responsible for large networks need to do about it? I spoke to those on both sides of the debate to find out.
The first thing to know about DoH is that people can’t even agree on how to refer to it. Some say it as a word — “dough” — others spell out the letters D-O-H and others insist on referring to it in its long form: DNS over HTTPS.
Marshall Erwin is Mozilla’s senior director of trust and security and a proponent of the “dough” school of pronunciation. From Mozilla’s perspective, the move to DoH is quite simple: it provides users with greater privacy and security.
“The internet’s business model is broken,” he told CircleID. “Websites engage in pervasive tracking and DoH safeguards users from that tracking; it protects them from ISPs that may try to collect and monetize user data.”
Erwin points out that in the US, ISPs specifically — and successfully — lobbied to be released from new rules that would have prevented them from selling or sharing user data and gives several examples where user data has already been monetized. He also notes that ISPs’ privacy policies are often “opaque.”
He is right that ISPs have been actively lobbying against DoH and not just in the US. In the UK, the ISP Association has also been very vocal in its opposition, but not, it claims, because it wants to gather and sell user data. Instead, it claims, DoH risks disrupting the Internet.
In a move that ISPA later backtracked on, it even nominated Mozilla for its own “internet villain of the year” award for its support of DoH. Adding the new protocol would “undermine choices that have been previously made by the user,” ISPA claimed, noting that parental filters could be ignored, enterprise DNS controls could be bypassed, and it would become harder to block illegal or damaging content.
In the US, ISPs went one step further, and in a letter to Congress, the three largest industry bodies, NCTA, CTIA and US Telecom, said that DoH “could interfere on a mass scale with critical internet functions, as well as raise data competition issues.”
That was a step too far for many. CTO of Cloudflare John Graham-Cumming, a company that is at the center of the DoH controversy as it is currently the default provider of DoH for Mozilla, told us he had “no idea” what American ISPs were referring to when they claimed “critical internet functions” would be affected.
Likewise, Bert Hubert, a veteran internet engineer and developer of widely used DNS software. Hubert and Graham-Cumming could not be more opposed on the issue of DoH, but they both agree that the NCTA letter was “terrible,” and Hubert says they are “not doing themselves any favors” by making such claims.
From Graham-Cumming’s perspective, the whole issue has blown up not because of the protocol itself but because it represents a fundamental shift in how people have previously understood the Internet to function.
The DNS — the system of users navigating the Internet by visiting specific websites — has always been controlled and overseen at the network level. But DoH moves that control to the application level. “People are not used to using the DNS like this,” he notes.
He doesn’t foresee this being a big problem, just a change. Network administrators are already used to introducing controls at the application level; DoH will just add DNS to the list. But both Cloudflare’s Graham-Cumming and Mozilla’s Erwin acknowledge that this is not going to be a simple or immediate change.
Mozilla says that of the criticisms levelled at it, the issue of parental controls and enterprise DNS being impacted are the most legitimate. Its solution, Erwin tells us, will be to watch for such controls and, if they are noticed, leave the DNS settings alone, i.e., not implement its DoH solution.
Graham-Cumming views it as more of a transition that companies will figure out in order to reap the security benefits of DoH. “There is already a lot of blurring between what is inside and outside the organization,” he notes, referencing Amazon’s ubiquitous AWS cloud service. Insisting that the DNS can only ever be a network-level consideration is “slightly old fashioned,” he argues.
Not so, argues Hubert. One of Hubert’s main fears is the same as Mozilla’s and Cloudflare’s — that people will figure out how to sell DNS traffic — but he fears that it will be Cloudflare that ends up doing so. It is a public company, he notes, and what it and its policies say now could well change in the future, especially if that traffic becomes increasingly valuable. The problem with DoH, he argues, is that it centralizes the control of DNS traffic now and in the future.
It is better to keep the DNS “technically neutral” rather than go down a route that looks appealing now but could cause all kinds of problems later. What DoH fundamentally appears to be trying to emulate, Hubert argues, is a VPN (virtual private network). But you can set up a VPN already without impacting the Internet’s underpinnings, whereas DoH brings with it a host of other changes.
With a more centralized DNS, the risk of a single point of failure increases. If Cloudflare system goes down — which it did just a few months ago — then huge numbers of people, millions of people, will effectively be taken offline. And, to make matters worse, it won’t be clear who’s to blame.
Of course, one solution would be for all ISPs to offer their own DoH service — that way, all DNS queries are encrypted, but ISPs will be able to see the traffic and act on it accordingly. It is not that expensive or technically difficult, claims Cloudflare’s Graham-Cumming and some ISPs are already considering doing exactly that.
Google’s DoH approach in its Chrome browser will help that shift: it will first check if the DNS service you are using allows for DoH and stick with it if it does. If it doesn’t, it will shift to one that does.
Mozilla has gone for a different approach: you will, in the future, be able to select your default DNS provider in a similar way that you can choose your search engine provider now. But to get on that list, Mozilla says it will require companies to agree to delete such data within 24 hours and promise not to sell it.
Either way, DoH represents a clear shift in power away from ISPs and toward browser makers and that makes ISPs uneasy, especially given what has resulted from more centralized power in other parts of the Internet: Google is under investigation across the globe for abusing its search engine domination; and Facebook’s virtual control of social media has led to widespread and well-documented abuses of data.
One man who has a broader perspective is the executive director of the London Internet Exchange (LINX), Malcolm Hutty. “Both sides have legitimate points,” he notes. “ISPs want to do blocking to protect against unsavoury content, and DoH will make it harder for them. Mozilla and others want DoH to protect users and provide greater cybersecurity. At the end of the day, both of them are tampering with the DNS but for a responsible purpose.”
As to what those in charge of large networks should do, the answer, right now, is to watch and wait. The good news is that everyone agrees with the overall goal of DoH: encryption of DNS queries. Whether it becomes the de facto standard, or an alternative in the form of DNS-over-TLS (DoT) does, or whether a new standard appears, it is impossible to know.
Either way, all those engaged in the fight recognize that any solution that does not allow enterprises to decide for themselves how to run their networks is not going to be acceptable.
Written by Kieren McCarthy, Freelance journalist; Executive Director at IFFOR
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By Ian Mount
Security researchers discovered vulnerabilities in cheap smartwatches for children that make it possible for strangers to override parental controls and track kids.
Rapid7 Inc., a cybersecurity firm based in Boston, purchased three smartwatches on Amazon.com, costing from $20 to $35, according to Deral Heiland, research lead for IoT technology. He said the models — GreaSmart Children’s SmartWatch, Jsbaby Game Smart Watch and SmarTurtle Smart Watch for Kids — were picked randomly from dozens for sale on Amazon and marketed as appropriate for grade school-aged kids.
All three devices offer location tracking, messaging and chat features. They were manufactured in China and shared nearly identical hardware and software. They also had similar security issues, Rapid7 found.
The watches let authorized users view and change configuration details by texting the watch directly with certain commands. In practice, this didn’t work and “unlisted numbers could also interact with the watch,” Rapid7 said in a report.
This security issue could be fixed with a vendor-supplied firmware update, but “such an update is unlikely to materialize given that the providers of these devices are difficult to impossible to locate,” the cybersecurity firm added.
The watches have a default password of “123456,” but one of the watch’s manuals doesn’t mention the password, according to the researchers. Another mentioned the password in a blog but not in its printed material. The third doesn’t characterize the numbers as a password nor does it provide instructions on how to change it, according to the researchers.
“Given an unchanged default password and a lack of SMS filtering, it is possible for an attacker with knowledge of the smartwatch phone number to assume total control of the device, and therefore use the tracking and voice chat functionality with the same permissions as the legitimate user (typically, a parent),” Rapid7 said in its report.
An unauthorized user could shut off all the safety protocols a parent had set up on the smartwatch, Heiland said.
Rapid7 said its researchers weren’t able to contact the sellers nor what they believe is the manufacturer of the watches, a Chinese company called 3g Electronics Co. The company didn’t respond to a message from Bloomberg News seeking comment.
The GreaSmart Children’s SmartWatch is no longer for sale on Amazon, according to Rapid7. GreaSmart, Jsbaby, SmarTurtle didn’t respond to a requests for comment. Oltec, a merchant that sells the SmarTurtle watch on Amazon, didn’t respond to a message sent via Amazon’s site.
“Consumers that are concerned with the safety, privacy, and security of their IoT devices and the associated cloud services are advised to avoid using any technology that is not provided by a clearly identifiable vendor, for what we hope are obvious reasons,” Rapid7 warned in its report.
More must-read stories from Fortune:
—The ‘princess’ and the prisoner: How China’s Huawei lost public support at home
—2020 Crystal Ball: Predictions for the economy, politics, technology, etc.
—China’s lessons from the bike sharing bust may hang over its A.I. boom
—Russia and China have built a new gas pipeline that has everything—except profit
—Why it’s still so hard to sell medical marijuana in Asia
Catch up with Data Sheet, Fortune’s daily digest on the business of tech.
Read more here:: fortune.com/tech/feed/
By Dinis Guarda
By Dinis Guarda with Hernaldo Turrillo
5G, Paul Scanlan’s Huawei CTO – Introduction and context
Huawei spent $14 billion in Research & Development in 2018, ranking 6th in the world in R&D spending. One of the company’s most important developments, 5G technology, has come precisely from that department. Paul Scanlan is one of the key personalities leading these efforts and strategy as the global CTO of Huawei Carrier Business Group. We spoke with Paul about 5G, the related myths and associated issues and how this technology can change the world GDP. We also spoke about Paul Scanlan career, an Australian leading the tech department of the Chinese Tech Giant and how he views R&D as a collaborative approach between governments, regulators, tech players, telecoms and the efforts necessary.
Huawei filed the most number of patent applications among corporate applicants to the World Intellectual Property Organization (WIPO) worldwide in 2018. In total, the company filed a record number of 5,405 patents, the highest among corporate filers. It was followed by Japanese firm Mitsubishi Electric Corp and US tech giants Intel as well as Qualcomm.
Paul explains why Huawei invests so heavily in R&D, outline the dependence between success with innovation, collaboration, effective 5G strategy, how this technology opens ways for digital transformation, AI/robotics. Paul also remarks a path to trust in tech, 5G and stability in a future of collaboration.
Paul Scanlan and Huawei highlights: “Ongoing R&D investment: Innovation and research are our lifeblood, and we will continue to invest over 10% of our annual revenue in R&D. In 2018 alone, our R&D investment exceeded 100 billion yuan, ranking fifth globally in The 2018 EU Industrial R&D Investment Scoreboard. Our continued investment has produced positive results, giving us the ability to provide our customers with innovative products and more efficient services.”
It has been a powerful evolution of Huawei from a chinese manufacturer of phone switches in the 1980s to the world’s largest telecommunications equipment manufacturer (with a global market share of 30% in 2018) and the world’s second-largest smartphone manufacturer (ahead of Apple). According to a report by IDC in 2019, Samsung remains the leader and Chinese smartphone maker Huawei has surpassed Apple.
Since 2017, 5G development has been critical for these R&D efforts. Huawei has been concentrating its research efforts on the next generation of wireless technologies since 2009. 5G is the fifth generation of advanced mobile wireless networks. It follows previous mobile generations iterations 2G, 3G and 4G. Compared to most of today’s networks (which primarily use 4G and 3G technology), 5G is set to be far faster and more reliable, with greater capacity and lower response times. 5G is one of the world’s most advanced fourth industrial revolution technologies as the wireless most innovative solution that has begun wide deployment in 2019.
Huawei is the leading technology producer worldwide for 5G and the opportunities coming from this tech are massive. But there are still concerns going around this 4IR advanced technology. The challenges are multiple and there are also myths on security and health concerns on how it can be effectively implemented at an international and national level.
Paul Scanlan believes that 5G is critical to advance innovation and foster economic, infrastructure and manufacturing development. 5G has a major role in the global economic and infrastructure and requires aligned efforts. Paul believes that only through education, collaboration, regulatory policy and a change of the current mindsets, 5G can be implemented on a global scale.
On Paul Scanlan words: “Let’s go back a couple of generations, to the early 2000 when we had the embryonic 3G. The hype for 3G was that we were going to have video conferencing, we were going to have all these high-speed services over the broadband, but actually 3G didn’t deliver any of that. And it actually took a lot of time for the ecosystem to adopt 3G and get going. When we got to 4G, it actually delivered on the promises of 3G: a true broadband service with high-speed capabilities. However, it took almost 4 years to have a relatively not expensive and widespread use of 4G.”
4 million Koreans had 5G phones as of October 2019, with 5 million expected by year end. A recent study by Ericsson puts global 5G smartphone subscriptions at 12 million by the end of this year and at 84 million by the end of 2020. Researchers are expecting the worldwide 5G population to rise to 645 million in the next 2 years.
Paul Scanlan’s Career
Paul Scanlan’s career has always been linked to technology, specifically Information and Communication Technologies. Educated at the University of New South Wales (UNSW), and starting off from Australia’s state-owned telecom company OTC, Paul has more than 30 years of experience in the Telecom and IT industries, and he possesses broad experience across most technologies having worked in a variety of senior capacities across Technical, Commercial, Company and Business Management, Operations, Sales, Marketing, Program Management and R&D disciplines. He has earned the title of expert in the business of Telecommunications, managing all aspects – from concept to operations – of Telecommunications Carrier / Service Provider businesses.
Paul first big success came when he was working as a Program Director for Telekom Malaysia. “Back then, I was responsible for the delivery of the high speed broadband network across all Malaysia. Then I went on to close a deal and implement the broadband network in Singapore. After that, I moved into Marketing doing also CTO work, but predominantly supporting the region in terms of solutions and sales and marketing, so I became an expert in those three things. In the course of that time I was closing deals like I did in Singapore throughout the Asia-Pacific region. One important deal I closed was in Bangladesh, which it was a complete implementation of a range transmission network.”
Paul has since then worked for ICT companies, Fixed and Mobile Operators, vendors, SI and Consulting companies all around the Asia-Pacific Region. But it was some 10 years ago when he was called to be part of Huawei’s expanding operations in the region, climbing up the executive ladder in a matter of years. “I became the regional Vice President for the South Pacific region in 2011 and I closed some interesting deals for Huawei in Australia and New Zealand with powerhouses like Vodafone and others. I was in charge of the region so I did most of those deals.”
He then moved to Huawei’s main headquarters, working in the consultant department, where he gained visibility within the company. Huawei trusted him to take an extra responsibility role in a rather different scenario. ”It was two years ago, in 2017, when I was asked to do something different, a bit further forward rather that do sales and general marketing. They asked me to engage governments and industries to improve the investment climate for telecom operators because there was a bit of a reluctancy two years ago for operators to invest in 5G. So I was tasked to develop 5G use cases, real 5G use cases around the world, and then educate the market and at the same time educate regulators to change regulatory policy towards the spectrum of 4G and 5G.”
5G: From A Reluctant Start to a Powerhouse technology
“5G is all about money. It’s all about transformation,” Huawei CTO, Paul Scanlan
Paul Scanlan name is deeply linked to 5G as he has been the global ambassador and the leader within the organisation shipping Huawei’s most important technological development in recent years worldwide and presenting it to governments, telecoms and industry leaders. 5G is a new and expensive technology and governments, regulators and telecom operators undertook a massive investment when rolling 4G only a few years back. So there is a challenge to work together and to make sure that these actors would be open again to go through the same process.
In fact, recent figures by IoT Analytics show that the number of connected devices that are in use worldwide now exceeds 19 billion and it is expected to surpass the 34 billion mark by 2025. Likewise, IDC predicts that the collective sum of the world’s data will grow from 33 zettabytes in 2018 to a 175ZB by 2025, for a compounded annual growth rate of 61 percent. Current network technology is obviously inefficient to handle these numbers and it seems that 5G has become the only practical technology capable of dealing with it.
“When we finalized the standards for 5G, which it was in October of 2017, only four months later Huawei demonstrated an end-to-end fully operational 5G network in a consumer environment. By the end of 2018, most big tech companies such as Apple, Samsung and, of course, Huawei have already started rallying around 5G offerings and solutions to countries, more specifically in pioneering countries the likes of South Korea, the US, China – where millions of people queue up for access to 5G handsets – and the United Kingdom in Europe. That’s very quick for the industry, being quite frankly. With all these governments already releasing the spectrum of 5G and being open to it, it just created the perfect storm for 5G to jump forward.”
According to Digital Trends, 5G peak data rates can hit 20Gbps downlink and 10Gbps uplink per mobile base station and average speeds ranging from 100Mbps download and 50Mbps of upload speed in a consumer scenario, the pros were obvious. ICT companies and industries, including Huawei, have already seen these massive benefits and possibilities that 5G would bring along, and that the technology was clearly ready to take off
“The first thing about 5G was that the standard had been ratified already. You have vendors building network equipment, but more importantly you have vendors, more than one, building CP for consumers over the handsets, over the fixed equipment and over the APIs. The second thing was that initially, all of that telecom operators were reluctant to invest in 5G because it was very costly. But they quickly realized that you need to invest in 5G because consumption of data services continued to increase 30 or 40 per cent in pretty much every market. Given the efficiencies that 5G would bring, it made sense to invest in 5G.”
5G Challenges And Myths
5G requires collaboration. 5G requires a new DNA and a cross industry efforts. Paul Scanlan and Huawei believe on this and have been working on the best ways to manage the challenges of 5G and ways to do business and infrastructure ecosystems.
However, there are some challenges and controversies around this technology. Health concerns have arisen recently due to electromagnetic radiation; 5G requires a costly infrastructure; as it happened with 3G rollout, there are high expectations with 5G that may not materialize – as Paul did point before. And with billions of devices connected at the same time with multiple backends, there are also privacy and cybersecurity risks to be aware of. However, Paul is keen to explain and dismantle these myths by creating awareness, educating and promoting a cross collaboration amongst all players involved in the process.
The task to make governments, businesses and consumers alike to trust this technology has been one of his major concerns, and all his efforts – and for Huawei, which operates in over 171 countries. Paul believes that the only way that all of these myths can be dismantled are through education, collaboration, appropriate regulatory framework and a change of traditional mind-sets. And that includes educating governments and consumers and setting up partnerships with global key operators.
Paul has been elaborating on 5 reasons to trust 5G:
1. No harmful electromagnetic fields
The first plus point identified by Huawei’s CTO was that 5G does not emit harmful electromagnetic fields. A report by the World Health Organisation declaring that radio waves are “so low that they are insignificant and do not affect human health” was referenced, and TV and radios were said to emit more radiation than phones.
2. 5G is more secure than 4G
The second reason Scanlan gave to trust 5G was that it is more secure than 4G by design, citing differences in encryption of personal data as a main factor.
“Your ID is not encrypted on 4G,” explained Scanlan. “What we do with 5G is we encrypt it.” Here comes into place what Paul Scanlan describes as a shared responsibility between all layers of the end-to-end supply chain. To mitigate potential risks, every actor of the industry: vendors, operators and service providers, will add an extra layer of security towards making the network as secure as possible. And he adds that they will actually enforced to do that by governments and regulatory policy going that way.
Three more factors were then given in regards to the security credentials of 5G:
• End-to-end security between public land mobile networks (PLMNs)
• Unified authentication between 5G, Wi-Fi and Long-Term Evolution (LTE)
• A stronger security algorithm; while 4G has a key length of 128-bit, 5G will have 256.
3. 5G will spur economic growth
5G is predicted to increase the GDP of the manufacturing, energy, transport and media industries by 3-5% by 2030. According to Paul, 5G will impact most of industries an sectors, with manufacturing (4.3%), energy (4.7%) and entertainment (4%) growing at a faster rate.
He also pointed out the total impact in manufacturing. In North America, 5G usage is thought to boost the sector some $94.4 billion, in Europe and Central Asia $205.4 billion while being East Asia the part of the world that will benefit the most by boosting the manufacturing industry some $351.6 billion
4. 5G will produce less carbon than 4G
Scanlan states that 5G would be much more eco-friendly than its predecessor. The network at its fastest is expected to emit less CO2 than slow or medium speed 5G. As Paul puts it, 5G is initially a more expensive technology, but it is far more efficient and reliable than its predecessor so while it might be costly in the beginning in terms of carbon pollution, it will save energy in the long-term. According to Paul, 4G uses 3.3w / MHz while 5G consumption goes 0.13w / MHz.
5. 5G increases trust in digital systems
The final reason given to trust 5G was that its capabilities, when applied to various digital systems, could cause users to trust those systems more.
And the best way to explain how 5G is a trustworthy technology and how it can really change the quality of live of people and industries is through small successes in real life scenarios. “The devil is in the details”, he pointed out. “You have got to pick up a small case to prove it really works, it can be a manufacturing plant, a hospital, a medical clinic, a small scale urban area. In there, you bring all these reluctant people from governments, industries, consumers and show them the solutions, the technology, and how everything works and how it improves the quality of those people living there, and it boosts the operations. This demonstrates them how exactly 5G works. In the UK they are doing exactly that already, involving many cross industry players from all sectors.”
5G Requires A Collaborative Effort
Paul Scanlan also highlights as follows: “I tried to approach things differently. In parallel, I did some work on how to get telecom operators to do things differently rather than in their traditional way engaging vertical industries, and taking very basic products to market to show them off. The objective was that if we can show the telecom operators how to collaborate within their industry then obviously they would be investing and they would be investing in more than just connectivity, they would be investing in the future, like data centers, cloud infrastructure, IoT and things like this.”
Huawei has since then boost its presence in media as well as closing deals worldwide with top universities. Currently, Huawei has increased its annual spending on research and development (R&D) to between $15 billion and $20 billion and invests more than its 10% of its sales revenue to such end. That puts the company among the world’s top R&D spenders. Amazon and Alphabet, the two biggest spenders on R&D in the United States, spent $22.6 billion and $16.6 billion, respectively, in 2017, according to financial data company Factset.
Huawei has also set up their own facilities, called X labs, where they actually perform all these different tests to build a perfect ecosystem. These X Labs are dedicated to discovering, developing, and nurturing new applications that will make great contributions to the wireless communication industry by researching wireless on wireless network services and users to construct an open and robust ecosystem. The ultimate goal of these X Labs are to share and integrate what they found in collaboration with other institutions.
“People and players need to collaborate if they are to implement 5G. Governments, universities and research centers, industries all need to work together. They know they can’t do it alone,” said Paul. In fact, everything starts with education, especially regarding emerging technologies. “Huawei sets collaborations with universities and countries around the world because that is the only way they can innovate, thanks to these joint collaborations.”
Changing the mindset and frames we all develop ourselves in are as crucial as education and collaboration. “The collaboration by itself won’t work if we don’t think differently, or we are not incentivised to think differently. If you exclude companies like Huawei, for example, you are not going to get the best of the technology. Huawei is a leading player in 5G development so it doesn’t make any sense that we get left behind in something we excel at. We want to show all these players what 5G can really do and they will have to have an open mind to adapt to these technologies the same way we all have adopted Google and Youtube. 5G roll out nationwide can’t be done by only one operator. That is not what digital transformation is about.”
Huawei has grown to be the number one company for both fixed and mobile products and services worldwide and leading the 5G inception and roll out in the world. In fact, Huawei was one of the first pioneers in developing and implementing full range of 5G end-to-end commercial products and only in 2018 the company conducted 5G tests with 182 carriers worldwide, signed more than 30 commercial contracts for 5G, and shipped more than 40,000 5G base stations to markets around the world.
“The way 5G will work is through connecting a very large number of things, a massive number of connections from all types of devices cost effectively. It is a connectivity layer, it is a platform and it will connect all these devices securely. And it will be able to bring together all emerging technologies that are reshaping the world, including of course AI and cloud computing. 5G is the future of connectivity and in my opinion it will bring innovation, true digital transformation,” concluded Paul Scanlan.
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LOS ANGELES – 10 December 2019 – Today, the Internet Corporation for Assigned Names and Numbers (ICANN) published the results of the Internet Assigned Numbers Authority (IANA) Customer Engagement Survey which measures customer satisfaction with the IANA functions.
In the 2019 IANA Customer Engagement Survey, customers were asked to rate the IANA team on 20 statements relating to responsiveness, transparency, fairness, and attentiveness. Each statement was rated on a 1-5 scale, with one being the lowest and five being the highest level of satisfaction. The overall score amongst all customer segments was 3.9. In the previous six years, satisfaction was measured using a percentage rating, and the team obtained results over 90 percent each year.
When asked about their confidence in the IANA team’s ability to achieve its objectives, customers scored the team the highest, at 4.3. Satisfaction with the transparency of the Key Signing Key ceremonies also scored a 4.3. An average score of 3.7 was given to the team on statements about innovation and sense of urgency.
While the results of the survey are consistently positive, participation rates have dropped over the years. Six years ago, the team saw an average response rate of 10 percent. Over the past two years there has been a decline in participation, and after simplifying the survey, the response rate for 2019 was three percent. The IANA team has implemented additional mechanisms to receive and address customer feedback. These include the post-interaction survey launched in late 2018 that encourages customers to provide immediate feedback after receipt of service from the IANA team. The IANA team dedicates resources to reviewing and responding to that feedback in a timely manner.
“The annual engagement survey will allow us to evaluate how we manage our relationship with the different customer groups and identify improvements in that area in addition to the regular operational feedback we receive through the post-interaction survey,” said Kim Davies, President of PTI – the ICANN affiliate responsible for delivering the IANA functions. “These two approaches together give us a broader view of both real-time customer satisfaction and calibration of our longer-term strategy from community leaders,” Davies added.
ICANN commissioned Echo Research, LLC, a global reputation consultancy, to administer the annual engagement survey. Stakeholders who oversee IANA functions performance (Regional Internet Registry managers, Internet Engineering Steering Group members, and the Customer Standing Committee) and direct customers who engage with the IANA team through request changes or during industry events (DNSSEC KSK ceremony participants and Trusted Community Representatives, top-level domain operators, the IETF Community, and the ccNSO and GNSO Councils) were invited to take the survey.
ICANN’s mission is to help ensure a stable, secure, and unified global Internet. To reach another person on the Internet, you need to type an address – a name or a number – into your computer or other device. That address must be unique so computers know where to find each other. ICANN helps coordinate and support these unique identifiers across the world. ICANN was formed in 1998 as a not-for-profit public-benefit corporation with a community of participants from all over the world.
Read more here:: www.icann.org/news.rss