Perspective  Category Performance Measure 2018/19
Target
Customer Satisfaction Student Satisfaction Student Survey: Percentage of students with a customer satisfaction level of 3 or above on a 5-point scale (5 being the most satisfied) 95%
Staff Satisfaction Staff Survey: Percentage of staff with a customer satisfaction level of 3 or above on a 5-point scale (5 being the most satisfied) 95%
Service performance Service Response

Classroom AV/IT Support Service Response:

Percentage of requests/ calls accomplished with the following service pledge:  

- Answer to user and offer initial advice once received user’s call/ intercom: within 1 minute

- Provide on-site support if needed after received the call from user: within 10 minutes

- Ready for testing or site visit: within the period mutually agreed with user

 

 

 

94%

  

94%

  

94%

Help Centre Service Response:

Percentage of Help Centre/ Hotline service requests /calls accomplished with the following service pledge:

 - Severity Level 1: Follow up within 2 hours

 - Severity Level 2: Follow up within 1 day

 - Severity Level 3: Follow up within 1 day

94%
Service performance Service Availability Network service availability: Percentage of time that the Campus Network service is available to user 99.80%
WiFi service availability: Percentage of time that the Wifi service is available to user 99.80%

Administrative application service availability:

Percentage of time that the service is available to user

99%
Productivity Schedule and Cost Adherence

Major IT projects cost and schedule performance

- Percentage of major IT projects being accomplished per plan service time and within budget

- Percentage of major IT projects being accomplished per plan elapse time and within budget (Elapse time refers to project duration from start to completion includes pending for user decision and other factors beyond control of ITS)

>83%

 

>55%



Productivity Customer Coverage and Leverage

Coverage & leverage ratio for staff and students

No. of full-time students served per ITS headcount (FTE)

No. of full-time staff served per ITS headcount (FTE)

Total full time students and full time staff served per ITS headcount (FTE)

 

>133 : 1

>24 : 1

>157 : 1

Productivity Staffing Resources Utilization

Productive staff work hours

- Average percentage of productive staff work hours across sections

- Average percentage of productive work hours for subcontractors across sections

 

>85%

 

>85%

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