Cenitex: Meeting Customer Needs for ICT Shared Services

Tabled: 17 October 2019

Appendix B. Key service level measures and targets

Figures B1 shows Cenitex's performance across key service levels measures from 1 January 2016 to 31 December 2018.

Figure B1
Cenitex operational performance

Service level measure

Target

Region

Service type

Months met (%)

Service availability—the percentage of time services are available

File and print

99.80% availability

All

Standard

75.0

Email and calendaring

99.80% availability

All

Standard

97.2

Network services

99.80% availability

All

Standard

77.8

Internet services

98.00% availability

All

Standard

100.0

Collaboration tools

99.98% availability

All

Standard

97.2

Mail archiving services

98.00% availability

All

Standard

100.0

Subtotal

91.2

Service centre—the time frame for Cenitex to answer customer calls, acknowledge emails and resolve customer queries

Call answering

90% of call answered within 30 seconds

All

Standard

5.6

Call abandonment

Less than 5% of call abandoned after 15 seconds

All

Standard

52.8

First level resolution

70% of common/recurring problems resolved within 2 hours

All

Standard

100.0

Email acknowledgement

98% calls logged acknowledged within 1 hour

All

Standard

30.6

Subtotal

47.2

Figure B1
Cenitex operational performance—continued

Service level measure

Target

Region

Service type

Months met (%)

Restoration of services—the time frame for Cenitex to restore services or resolve an incident

Severity 1

95% of severity 1 incidents resolved within 2 hours

All

Standard

5.6

Severity 2

95% of severity 2 incidents completed resolved within 4 hours

All

Standard

16.7

Severity 3

95% of severity 3 incidents resolved within 1 business day

CBD

Standard

2.8

95% of severity 3 incidents resolved within 2 business days

Metropolitan

Standard

72.2

95% of severity 3 incidents resolved within 5 business days

Regional

Standard

88.9

95% of severity 3 incidents resolved within 1 hour

CBD

Premium

2.8

95% of severity 3 incidents resolved within 1 business day

Metropolitan

Premium

88.9

95% of severity 3 incidents resolved within 3 business days

Regional

Premium

97.1

Subtotal

46.7

Request for services—the time frame for Cenitex to complete a service request

General request for services

95% of service calls requests completed within 3 business days

CBD

Standard

66.7

95% of service calls requests resolved within 4 business days

Metropolitan

Standard

88.9

95% of service calls requests resolved within 5 business days

Regional

Standard

88.9

95% of service calls requests resolved within 1 business day

CBD

Premium

61.1

95% of service calls requests resolved within 2 business days

Metropolitan

Premium

87.5

95% of service calls requests resolved within 3 business days

Regional

Premium

100.0

Figure B1
Cenitex operational performance—continued

Service level measure

Target

Region

Service type

Months met (%)

New user accounts

95% of requests completed within 8 hours

All

Standard

8.3

Password resets

95% of requests completed within 15 minutes

All

Standard

55.6

Access modification

95% of requests completed within 2 hours

All

Standard

0.0

Personal computer installation

95% of requests completed within 3 business days

CBD

Standard

58.3

95% of requests completed within 4 business days

Metropolitan

Standard

88.0

95% of requests completed within 5 business days

Regional

Standard

70.0

95% of requests completed within 1 business day

CBD

Premium

100.0

Printer installation

95% of requests completed within 3 business day

CBD

Standard

37.1

95% of requests completed within 4 business days

Metropolitan

Standard

62.1

95% of requests completed within 5 business days

Regional

Standard

78.6

Workplace relocation

95% of requests completed within 3 business days

CBD

Standard

87.5

95% of requests completed within 4 business days

Metropolitan

Standard

0.0

95% of requests completed within 5 business days

Regional

Standard

100.0

95% of requests completed within 1 business day

CBD

Premium

100.0

Figure B1
Cenitex operational performance—continued

Service level measure

Target

Region

Service type

Months met (%)

Data file restoration

90% of requests completed within 3 business days

CBD

Standard

91.7

90% of requests completed within 4 business days

Metropolitan

Standard

88.9

90% of requests completed within 5 business days

Regional

Standard

97.2

80% of requests completed within 1 business days

CBD

Premium

88.0

Workplace extended software installation

95% of requests completed within 3 business days

CBD

Standard

46.7

95% of requests completed within 4 business days

Metropolitan

Standard

75.0

95% of requests completed within 5 business days

Regional

Standard

66.7

95% of requests completed within 1 business day

CBD

Premium

80.0

External access

95% of requests completed within 3 business days

CBD

Standard

45.7

95% of requests completed within 4 business days

Metropolitan

Standard

61.1

95% of requests completed within 5 business days

Regional

Standard

80.6

95% of requests completed within 1 business day

CBD

Premium

82.6

95% of requests completed within 2 business days

Metropolitan

Premium

100.0

Software installation (non-packaged)

95% of requests completed within 3 business days

CBD

Standard

33.3

95% of requests completed within 4 business days

Metropolitan

Standard

60.0

95% of requests completed within 5 business days

Regional

Standard

63.9

95% of requests completed within 1 business day

CBD

Premium

92.6

Figure B1
Cenitex operational performance—continued

Service level measure

Target

Region

Service type

Months met (%)

Software installation (packaged)

95% of requests completed within 3 business days

CBD

Standard

48.6

95% of requests completed within 4 business days

Metropolitan

Standard

86.1

95% of requests completed within 5 business days

Regional

Standard

91.7

95% of requests completed within 1 business day

CBD

Premium

88.5

95% of requests completed within 2 business days

Metropolitan

Premium

60.0

95% of requests completed within 3 business days

Regional

Premium

100.0

Open workplace implementation

95% of requests completed within 3 business days

CBD

Standard

69.4

95% of requests completed within 4 business days

Metropolitan

Standard

88.9

95% of requests completed within 5 business days

Regional

Standard

100.0

Mobile email and calendar access

95% of requests completed within 3 business days

CBD

Standard

80.6

95% of requests completed within 4 business days

Metropolitan

Standard

97.2

95% of requests completed within 5 business days

Regional

Standard

97.2

Subtotal

72.3

Total

68.8

Source: VAGO, based on Consolidated Service Delivery Reports January 2016 to December 2018.

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