CIRA Annual Report 2007-2008

New processes were designed and deployed toverify Member identity and ensure a current,accurate membership roll. During the springof 2007 CIRA launched a membership drive tosimultaneously verify the identities of all existingMembers and enrol new ones. The membershipdrive required significant contributions fromCIRA’s legal, marketing and communications,development, and customer service teams forthe first six months of the fiscal year to achievethis goal in time for the 2007 Board of DirectorsElections.CIRA’s 2007 elections were held September 6 to 13and 1,454 Members voted online to elect fourDirectors: three from the Nomination Committeeslate and one from the Members’ slate. The onlineelection software, built in-house by CIRA, wasupgraded to add additional features and security.The election software performed well and CIRA’sindependent Elections Returning Officer auditedthe election process and signed off withoutany issues.“CIRA STAFF PROFILEWe made a big pushto improve customerservice generally in2007 – 2008. In that time,CIRA improved its abilityto listen to and talk tothe end users.”— Ed Toy,Manager, Registration ServicesA VERIFIED MEMBERSHIPThe response to the new Membership enrolmentprocess was overwhelming. To meet thechallenge, CIRA quickly expanded RegistrationsServices’ Customer Service Unit (CSU) andestablished a membership call centre to guidemembership-applicants through the procedureand to process the thousands of applicationsthat arrived online and by fax. At the peakof the campaign, CIRA was processing 1,000membership-related phone calls per day, plusfaxes, and email responses.This major campaign achieved its goals ofraising users’ awareness of CIRA, verifyingcurrent contact information, and ensuringan active and participating membership15,400 Members strong.2007–2008 CIRA Annual Report11