Conveners
Conducting the Service Symphony: 7A
- Dirk Haex (Belnet)
Description
In today’s era of rapid digital transformation, research and education networks (NRENs) must orchestrate technology, processes, and people to keep critical infrastructures and services humming. Our goal is to apply the right technologies, build resilient architectures, focus on processes, and shift to adaptable service models that meet rapidly changing user expectations. This ongoing challenge demands courage and endurance; the human factor plays a crucial role: continuous learning, a purpose‑driven culture, and psychological safety help sustain performance. This session presents inspiring case studies showing how a harmonious blend of automation, human‑centred design, and resilient engineering creates true service excellence for all.
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...
This presentation explains how CEDIA, Ecuador’s NREN, transformed well-being into a strategic lever for service excellence, earning international recognition as a result - not the goal - of a people-centered culture. By integrating psychometrics, a 90° performance model, leadership alignment, and Great Place to Work practices, CEDIA fostered trust, closeness, and genuine care across teams....
This presentation explores how DevOps automation can be used to build digital systems that remain reliable when things go wrong, combining robust technology with the right engineering mindset. Framed around Digital Sisu, it acknowledges that failures such as outages, bugs, and human error are inevitable and must be expected in system design. Drawing on real-world NREN experience, the session...
