CIRA Annual Report 2007-2008

Richard Findlaywww.bladetape.caVancouver,British ColumbiaWhile fiscal ’07 –’08 did not quite see themillion mark, it did set the record for net newregistrations in a single year: 172,951, a jumpof 21 percent from the prior year. Registrantrenewals for fiscal ’07 –’08 also remained strongat 76.7 percent. These growth figures place dotcaon a par with other domain names worldwidedespite the fact that dot-ca domain names areconfined to the relatively small population ofCanada due to Canadian presence requirements.In January 2008 with the million-namesmark ahead on the horizon, CIRA launched amarketing campaign to celebrate the expectedmilestone. CIRA held a Tell Us Your Dot-ca Storycontest, inviting Registrants across Canadato recount how they use their dot-ca domainnames. The response was overwhelming — fromover 4,000 personal profiles submitted, CIRAchose eight of the most inspiring and intriguingto use on its campaign website,www.onemilliondomains.ca, published in March2008 in anticipation of the millionth domain.The profiles were featured in national media andoffered a personal side to the website which alsofeatured a history of dot-ca and information onhow to register a dot-ca.LISTENING AND TALKING TO REGISTRANTSIn 2007 – 2008 CIRA greatly increased itsknowledge of and contact with our largeststakeholder and customer, the Registrant.Major Registrant-focused efforts includedthe membership drive (see Chapter 2), themarketing campaign celebrating One MillionDot-ca Domains, finalizing CIRA’s new WHOISpolicy, and a number of improvements toCIRA’s Registrations Services’ procedures andcommunications to provide an increased levelof customer service to our Registrants. Suchprojects strengthened CIRA as a Canadianinstitution by widening our accessibility toeveryday online Canadians.IMPROVED CUSTOMER SERVICEDuring 2007 – 2008 CIRA’s Customer Service Unit(CSU) instituted several significant proceduralchanges for its telephone and email contact