Perspective  Category Performance Measure 2019/20
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

 

 

 

95%

  

95%

  

95%

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

95%
Service performance Service Availability Network service availability: Percentage of time that the Campus Network service is available to user 99.85%
WiFi service availability: Percentage of time that the Wifi service is available to user 99.85%

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

>83%

 

 

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)

 

>135 : 1

>25 : 1

Productivity Staffing Resources Utilization

Productive staff work hours

- Average percentage of productive staff work hours across sections

 

>85%

 

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