Speakers
Description
This presentation explores how Brazil’s National Research and Education Network (RNP) structured specialized support models to address the distinct demands of digital identity, video collaboration, and connectivity services. Through three dedicated operational cells, RNP combined technical specialization, collaborative practices, and a strong focus on user experience. The talk will highlight concrete results, including service performance and user satisfaction, and discuss how similar models can be adapted by other NRENs seeking to improve service delivery maturity and trust within their research and education communities.
What will the TNC audience take away from your talk?
The TNC audience will understand how specialized, user-centered support models can address the unique demands of NREN services.
They will take away three key insights:
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Adaptation to the NREN context: how customized support structures strengthen the operation of critical services in complex research and education environments.
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Collaborative culture: how multidisciplinary cooperation and empathy enhance perceived quality and user trust in network services.
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Replicability and maturity: how principles of autonomy, shared learning, and continuous improvement can be applied across NRENs, raising global service management standards.
The presentation will demonstrate that innovation in academic networks lies not only in technology but also in the ability to connect people, services, and purpose — transforming technical support into a human and collaborative experience.
| Are you a first time speaker at TNC? | No |
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