CARNET operation is realized through a series of interconnected services and projects united into seven departments:
- General and Financial Activities Department
- Network Infrastructure Department
- Computing Infrastructure and Services Department
- National CERT Department
- User Support Department
- Education Support Department
- Office of the CEO.
CARNET bodies are the Managing Council, the CEO and the Council of Users.
Managing Council represents the interests of CARNET founders, the Croatian Government. The Managing Council members are appointed by the Minister of Science and Education.
Since March 11th, 2014 the members of the Managing Council are:
- Sanja Polić, BA in Criminal Investigation, Croatian Parliament
- Sc Goran Kolarić, Ministry of Science and Education
- senior lecturer PhD Kristijan Lenac, Faculty of technical studies, Rijeka
- Fredi Glavan, Primary school Rikard Katalinić Jeretov, Opatija
- Ivica Markulin, Croatian Academic and Research Network CARNET, representative of employees.
President of the Managing Council is Sanja Polić, BA in Criminal Investigation, Croatian Parliament.
CARNET Executive Committee coordinates short- and long-term planning, and makes decisions on business organisation and is responsible for the relations with the government bodies, users, partners and the public, and its members are:
- CEO Goran Kezunović,
- Vice CEO: Andrijana Prskalo Maček
- CEO Deputies:
- Barbara Kolarek,
- Bojan Schmidt,
- Branka Vuk,
- Ivan Šabić,
- Miro Capan,
- Tomislav Štivojević.
CEO coordinates activities at the level of the entire institution and outside it and represents CARNET in public.
On February 15th, 2017 the Minister of Science and Education Prof. Pavo Barišić, PhD appointed Goran Kezunović, as the CEO of CARNET for a period of four years. Goran Kezunović entered office on March 01st, 2017.
The Users Board includes all CARNET coordinators of CARNET member institutions, which represent users from the academic community, heads of county expert councils of Computer Science teachers, as well as representatives of educational institutions and the CEO of CARNET.
In March 2016, Prof. Dragutin Kermek, PhD from the Faculty of Organisation and Informatics in Varaždin was elected as the president of the Users Board.
The CEO Office is a special organisational department of CARNET that manages, coordinates and organizes business activities of CARNET. The office is managed by CARNET CEO, while the Vice CEO and deputies coordinate and organize business activities of the other departments of CARNET. The CEO coordinates activities at the level of the entire institution and beyond and represents CARNET in public.
The CEO Office monitors the legality and timeliness of activities and undertakes measures for ensuring effectiveness of activities, arranges activities and provides operational instructions, is responsible for the orderly and correct use of property and work resources and carries out measures for establishing responsibilities for the violation of official duties, prescribed by law.
The CEO Office coordinates the following activities:
- research of application and development of new technologies
- public relations
- international cooperation
- cooperation with the World Bank
- annual users’ conference
- marketing activities
- special information services
- coordination of foreign funding sources
- activities concerning special projects.
Research and development within CARNET is carried out through activities of all departments, but the coordination of activities concerning this business segment is planned, coordinated and managed by the CEO Office. These activities continuously monitor the technological and legal trends that influence the potential application of new technologies and processes within CARNET and examine the possibility of their application.
The CEO Office coordinates the public relations of CARNET and is responsible for the cooperation with the media, the creation and implementation of promotional projects in order to raise public awareness about the work of CARNET and make the information publicly available in accordance with the Act on the Right of Access to Information. This includes the creation and maintenance of the corporate website of CARNET institution, Facebook profile and CARNET Users Conference page. As required and according to plans, thematic websites are created as well.
The CEO Office plans and organizes the annual conference of all CARNET users and partners, as the central event for the presentation of CARNET institution.
The CEO Office also coordinates the international cooperation activities of CARNET institution. As part of its vision of including the Republic of Croatia in the contemporary information society, CARNET institution participates in a series of international activities in Europe, participates in the work of international organisations that bring together national, educational, academic and research networks, encourages the inclusion of the Croatian academic community in international projects in the field of research and application of information technologies and provides coordination support for the participation of CARNET employees in international projects. CARNET’s international cooperation framework is a collaboration with other academic and research networks in Europe, so called NRENs, the GÉANT Association and Internet resource management organisations worldwide.
Activities concerning domestic and foreign project financing, primarily funds of the European Union, are managed and coordinated within the CEO Office. This is slowly developing into a constant activity of the office that has the greatest growth prospect and prospect of ensuring additional financing for CARNET activities and projects.
Network Infrastructure Department
Activities of the Network Infrastructure Department concern the construction and maintenance of CARNET network infrastructure and the research and implementation of new network technologies.
The Network Infrastructure Department is divided into four services:
- Network Access Services
- Network Backbone Services
- Network Operations Center
- Network Infrastructure Support
Network Access Services are responsible for planning, technical realization, optimization and maintenance of connections to the locations of CARNET facilities. Service activities include the construction of fibre optic networks, the provision of a public IP address space, implementation and maintenance of active network equipment for the connection of institutions and the provision of adequate technical conditions in CARNET hubs.
Network Backbone Services are responsible for the development, maintenance and security of CARNET network, data centres, and related control and managing system. Service activities include establishing and maintaining network services in the network, connecting CARNET network to external networks (internet, GÉANT, CIX), and developing and adapting the tools for monitoring and management of network based on open source.
Network Operations Centre is responsible for active monitoring of the entire CARNET network and associated network services, troubleshooting in the network, and communication with users, telecommunication providers and other CARNET services.
Network Infrastructure Support is responsible for the logistic and administrative support to the department. The services include intensive cooperation with telecommunications service providers and the preparation and implementation of contracts related to the Network Infrastructure Department.
Computing Infrastructure and Service Department
Activities of the Computing Infrastructure and Services Department are related to the development and maintenance of the central computer and information CARNET systems, development of public and internal application solutions, maintenance of registers and databases, maintenance and upgrade of internal computer and information infrastructure and services, as well as computer and system support for all users and member institutions.
The department is divided into four organisational units:
- Computing Infrastructure Service
- Development Department
- Data Management Service
- Internet Service
Computing Infrastructure Service provides system maintenance services and support to CARNET public services such as e-Class Register (electronic class book), NISpVU (National Information System for Entries to Higher Education), IFIS (Integrated Financial Information System), HUSO (Hosting Service for Secondary and Primary Schools) and a filtering system of inappropriate web content for students. The service provides a range of administrative and technical services to CARNET member institutions, including education services for member institution engineers, system engineer support, voopIX (connection services of telephone exchange centres of member institutions to a common private telephone network), virtual server services for member institutions, remote data storage service, etc. With the public services, the service also establishes and maintains many internal computer systems that CARNET uses in its day-to-day business.
Development Department produces and maintains key CARNET application solutions such as e-Class Register, mToken, domain management application, voopIX management system, CMS system (managing content on the web) for schools, timetables for schools, CMS for CARNET’s public and internal websites and many applications used internally in CARNET. We have produced and maintained over 80 web applications used by more than 500,000 users.
Internet Service Department provides application services to users who access the web application through a web browser using a special purpose software client. The use of CARNET’s online services enables users to access complex software solutions without having to set up and maintain hardware and software systems that are prerequisites for service launches. Planning and upgrading of Internet services, design to achieve high availability, reliability, scalability and security, as well as technical customer support are also the concern of our experts.
Some of our internet services provide users with easy organisation of webinars, preparation and teaching of online courses, access to multimedia repositories, usage of video conferencing services, collaboration tools, documentation management systems, and more.
Education Support Department
Education Support Department offers support to the educational and academic community in the use of information and communication technologies, to improve the teaching and learning processes. The activities of the department are aimed at strengthening the educational community to achieve its digital maturity, through systematic education on the methods of implementing technology and online content in teaching, with consideration of the pedagogical and methodical aspects of the application of such contents, as well as through the research and implementation of educational technologies appropriate for the Croatian educational context.
Support is provided by three services and one team:
- E-Learning Research and Development Service
- E-Learning Support Service
- Education Technologies Service
- Web Production and Strategy Team
Within the E-Learning Research and Development Service, the Department examines the needs of the users and follows e-learning trends, and based on the conclusions, directs the development of CARNET’s education support services. It is the task of the department to promote and raise awareness about the world trends of ICT application in Croatian educational environment and cooperation with research institutions investigating the educational process and system.
The activities of E-learning Support Services are aimed at developing the digital competencies of CARNET users and on education for the quality and purposeful application of educational tools through the development of online courses, webinars, seminars and workshops and participation in regular meetings of educational staff.
Education Technologies Service is engaged in the use of distance learning platforms, as well as other educational technologies and tools for developing online educational content and e-learning. Additionally, this Service focuses on monitoring trends in educational technologies, adapts the offered educational technologies to the needs of CARNET users, tests new tools, and introduces new educational technologies and tools as CARNET services. In cooperation with the other two services, the Educational Technologies Service designs and carries out user training to use the tools CARNET offers.
Web Production and Strategy Team develops websites and educational systems, as well as the competences and knowledge related to educational content, their formats and capabilities, and further development of educational websites. By collaborating with other departments and teams within the institution, the team disseminates the knowledge from CARNET, as well as the results, activities and achievements of CARNET to the public and users through online web pages that it maintains and develops: School Portal, e-Lektire portal and Edu.hr portal.
In addition, Education Support Department, through participation in projects funded from EU funds, aims to contribute to the exchange of experience and dissemination of knowledge in the field of ICT implementation in education and teaching in online and combined environments.
User Support Department
User Support Department continuously provides support to users of CARNET through three services:
- Customer Service
- Support Centres
- Register of .hr domains
Support Centres is a service that operates within the Customer Support Department in the following segments:
- upgrading systems that include new services
- developing system and connecting new users, i.e. member institutions to new service systems
- support and education organisation for system users
- project coordination of partners, end-users of the system and internal CARNET services and departments.
The Support Centres Service is involved in system building and service development:
- e-Class Register for online keeping of the class book
- National Information System for Entries and Enrolment in Secondary Schools (NISEESS) – centralized, unified and standardized system for entry and enrolment of high school students
- e-Matica – a centralized system of the Ministry of Science and Education that serves to enter data on students and employees of primary and secondary schools.
The service through the established communication channels ensures the flow of information to the users and between the users of services provided by the Support Centres, clearly defined procedures and availability of customer support.
Customer Service aims to improve the cooperation and quality of contacts between member institutions and CARNET and provide support to end-users of CARNET services.
Within the framework of cooperation with member institutions, Customer Service activities are:
- active monitoring of implementation and use of resources with members
- editing the mutual legal obligations of the members and CARNET
- planning the necessary infrastructure upgrades with members
- keep track of the status of CARNET resources made available to institutions
- reporting to the Ministry of Science and Education on the situation of institutions.
Support to end-users is provided by two teams: CARNET Support Team and Education System Support Team. CARNET Support Team provides basic technical support to users and provides basic notices about CARNET and its current public activities and actions and supported CARNET services.
Supported CARNET services are all publicly released and documented CARNET products for which the manager and contact information, the rights and usage information and user instructions are publicly available. The Education System Support Team provides basic technical support and basic information to users of the National Information System for Entries and Enrolment in Secondary Schools (NISEESS), e-Matica of the Ministry of Science and Education and e-Class Register.
Basic support is considered to be:
- basic notifications about the service or service itself
- instructions on how to exercise the right to use a particular service
- basic instructions on how to use the service or service the user is entitled to
- basic help in case of problems when using a service.
The basic help that the Customer Services provides to end-users in the event of a problem when using a service consists of:
- solving problems in cooperation with the user and, if necessary, with a specialist for the service or service provided by the contractor of the above-mentioned service
- referring users to the address where they can get help, in case Helpdesk cannot help in addressing issues.
Basic customer support is organized in the following ways:
- respond to user enquiries that come via one of the supported communication channels
- create and maintain documents with answers to frequently asked questions
- create and maintain web pages intended for basic customer support.
The communication channels used by the Customer Service are regular mail, fax, e-mail, phone, Skype and Facebook.
.hr domain register manages the .hr domain registration, provides support to users when registering domains, with additional requests, and arbitration procedures, coordinates tasks with the DNS commission, registrars, media, and other involved and interested parties, and suggests improvements in managing the .hr domain register.
National CERT Department
National CERT was established in accordance with the Information Security Act of the Republic of Croatia and according to the Act CERT is a national body for prevention and protection from computer threats to the security of public information systems in the Republic of Croatia. One of its main tasks is to harmonize the treatment of security computer incidents in public information systems created in the Republic of Croatia or in other countries and organisations when connected with the Republic of Croatia.
According to the Ordinance on the Work of National CERT, the Department deals with incidents if one of the parties to the incident is in the Republic of Croatia (i.e. if it is in the .hr domain or in Croatian IP address space).
The work and organisation of National CERT should be aligned with the Information Security Act (Official Gazette 79/2007) and the requirements set forth in the Cybernetic Security Act on key services providers and digital service providers (Official Gazette 64/2018), which stipulates that the Croatian Legislation adopted Directive 2016/1148 of the European Parliament and of the Council of July 6th, 2016 on measures for a high level of security of network and information systems throughout the Union (the so-called NIS Directive – The Directive on Security of Network and Information Systems). The action of National CERT is largely determined by the National Cyber Security Strategy and its action plan.
National CERT service users are all users of public information systems and Internet users in the Republic of Croatia, including CARNET users and providers of hosting services and Internet access services (ISP). Users of National CERT service can be all Internet users in the Republic of Croatia, i.e. resident users, business entities, institutions, Internet access providers in the Republic of Croatia and other entities other than state administration bodies that are in charge of ZSIS CERT.
National CERT is organized into two services:
- Incident Processing Service
- Analytical and Forensic Department
Incident Processing Service works in mediation in resolving and processing incidents as the first level of resolution and support. The service is also working on collecting data and preparing reports and raising awareness of cyber security.
Analytical and Forensic Department is working on analytics and forensics of information systems within the scope of National CERT, as well as on forensics and analytical jobs arising from agreement with various national institutions. Also, this service works on developing new security services and maintaining the infrastructure of National CERT.
National CERT is implementing proactive and reactive measures within its activities. Proactive measures work before the incident and other events that could endanger the security of public information systems to prevent or mitigate potential damage. Reactive measures have impact on incidents in the Republic of Croatia and other events that could endanger the computer security of public information systems in the Republic of Croatia.
Proactive measures implemented by National CERT are:
- monitoring the situation in the field of computer security and publishing news from the field of Internet security
- release computer-security recommendations on detected vulnerabilities
- issue security recommendations for the most popular operating systems
- publication of technical documents and online safety brochures
- conducting vulnerability testing of public information systems and information systems of CARNET members
- disclosing information on analysis and security tool recommendations
- education of target groups in the field of Internet security
- collecting and analysing data related to the security of CARNET services
- participating in implementation of security solutions to protect and prevent CARNET services
- informing the public through the portal antibot.hr with the aim of suppressing bots
- participation in television and radio broadcasting on computer security issues
- participation in lectures in conferences and workshops
- participation in cyber defence exercises.
Reactive measures implemented by National CERT are:
- collecting and analysing data on significant incidents in the Republic of Croatia that occurred in public information systems
- collecting information on compromised computers and their online source activities and their analysis
- preparation of statistics report and state of cyber security in the Republic of Croatia
- mediation and coordination in dealing with significant incidents in the Republic of Croatia
- CARNET network Abuse service.
By reactive measures, National CERT works by addressing incidents in the Republic of Croatia that have occurred in public information systems. Incidents are resolved by analysis and mediation using tools and programs developed within National CERT such as early warning system, URL monitor IncTool, and others.
National CERT participates with other departments in the design of critical security and other CARNET services as well as the establishment of a central system for data security gathering and security event monitoring.
Business Support Department
Business Support Department includes the joint services required for the work of all CARNET departments.
Within this department the following services are conducted:
- Legal Services
- Finance and Accounting
- Human Resources
- Car Fleet Services
- Warehousing Services
- Internal Technical and System Support.
Legal Services include the work of drafting and controlling the legal foundation of contracts and procedures, monitoring of regulations, providing expert assistance in the interpretation of regulations, preparation and drafting of general acts, registration and entry in court and other registers, participation in public procurement procedures and drafting of performance contracts work on the conducted procedure and performing other jobs from its scope of work.
Finance and Accounting related activities are related to budget planning and execution, budget execution control, half-year and annual budget execution reports, management of accounting records, financial statements and consolidated financial statements in accordance with financial accounting regulations, bookkeeping records, petty cash affairs, as well as calculation and payment of salaries, other income, royalties, and other work from their scope of work.
Human Resources management encompasses the establishment of legally prescribed human resources records, health and social protection of employees and monitoring of regulations in the area of labour law. This group of activities also includes the management of the staff database, drafting of employment contracts, decisions regarding labour law status and rights, registration and checkout on health and pension insurance, recording of changes, job descriptions of individual jobs, certification for workers, preparation of reports, employment tenders, preparation of ID cards and other personnel related work.
Car Fleet Services include registration and verification of vehicle documentation, vehicle tracking by application, technical validation and vehicle servicing, and other tasks within its scope of work.
Warehousing Services include the organisation of equipment reception, warehousing, storage and provision of equipment to users, with the provision of all accompanying documentation, monitoring the application of the regulations on storage operations and other regulations related to the storage, updating and maintenance in the matrix system, responsibility locations, defining groups and types of materials in the system, preparing and controlling the reverse, organizing qualitative and quantitative takeover of the equipment in accordance with the contracts, carrying out preparation for equipment list and performing other tasks within its scope of work.
Internal technical and system support takes care of personal computers, operating systems, additional equipment for the user’s work, organizes software product installation on computers, records distribution and use of computer equipment and licensed software, performs administrative and technical maintenance tasks of existing technical resources required for work employees, provides support to information system users within CARNET, proposes and sets criteria for the procurement, distribution and use of computer and software equipment and performs other activities within its scope of work.