Quality 2006-07 2007-08 indicator Customer High level of user Not satisfaction satisfaction 82.1% applicable Number of user complaints 33 58 High level of Number and percentage of hours of systems unavailable critical systems during scheduled service hours (target: 100%): availability information technology 99.98% 99.99% infrastructure (unavailable (unavailable (computing services) for for 4:44hrs) information 99.85% 100% technology infrastructure (unavailable (unavailable (network) for 13:30hrs) for 1hrs) broadcast support 99.99% 100% infrastructure (unavailable (unavailable for 1:13hrs) for 0:08hrs) telecommunications some 100% infrastructure components unavailable (unavailable for for 0:00hrs) Quality Measure Performance indicator 2006-07 2007-08 Timeliness of Percentage of support requests resolved within service problem standards as follows (target: 95%): resolution immediate priority – response 15 minutes, resolution 2 hours 92.7% 90.26% high priority – response 30 minutes, resolution 4 hours 98.4% 96.18% medium priority – response 30 minutes, resolution 8 hours 98.2% 97.38% as agreed – response 60 minutes, resolution as agreed 98.5% 98.20%
Quality indicator 2006-07 2007-08 Customer satisfaction High level of user satisfaction 82.1% Not applicable Number of user complaints 33 58 High level of critical systems availability Number and percentage of hours of systems unavailable during scheduled service hours (target: 100%): information technology infrastructure (computing services) 99.98% (unavailable for 99.99% (unavailable for 4:44hrs) information technology infrastructure (network) 99.85% (unavailable for 13:30hrs) 100% (unavailable for 1hrs) broadcast support infrastructure 99.99% (unavailable for 1:13hrs) 100% (unavailable for 0:08hrs) telecommunications infrastructure some components unavailable for 100% (unavailable for 0:00hrs) Quality indicator Measure Performance 2006-07 2007-08 Timeliness of problem resolution Percentage of support requests resolved within service standards as follows (target: 95%): immediate priority – response 15 minutes, resolution 2 hours 92.7% 90.26% high priority – response 30 minutes, resolution 4 hours 98.4% 96.18% medium priority – response 30 minutes, resolution 8 hours 98.2% 97.38% as agreed – response 60 minutes, resolution as agreed 98.5% 98.20%
dpsannualreport2007-08.docx