Cenitex tracks its performance to:
maintain high levels of ICT service availability
respond promptly to and resolve service requests and faults
refresh its asset base, and
manage its financial resources responsibly.
Below is a snapshot of our operational and financial performance as at 31 March 2018.
Frequency of significant incidents 2017-18
The frequency of significant incidents is a core indicator of Cenitex performance.
Major incidents are classified as Severity 1 and Severity 2 incidents and involve one or a combination of:
an outage that affects more than one customer;
a technical issue that requires more than one Cenitex support team or a supplier’s support team to resolve;
a security incident; or
the resolution of a less severe incident (Severity 3 and 4) taking more time to resolve than agreed in a customer’s service level agreement (SLA).
The chart below shows the downward trend in the volume of Severity 1 incidents over the past 12 months.
Issues relating to intermittent network access, internet slowness and a data centre power outage during the latter half of 2017 drove a spike in Severity 2 incidents, which has since declined, but still drives an upward 12-month trend line.
Resolving service requests and faults within two hours 2017-18
The IT Service Centre supports customers with standard and premium service levels. Common to all customer service level agreements (SLAs) is the ability to answer and resolve customer service requests and reported faults quickly.
The chart below shows Cenitex’s performance over the past 12 months to March 2018. Over this period, Cenitex has consistently exceeded its SLA of resolving 70 per cent of service requests and faults within two hours.
Answering support calls within 30 seconds 2017-18
The chart below shows the performance of the IT Service Centre over the past 12 months to March 2018 in answering support calls quickly. The centre has not met its target SLA of answering 90 per cent of support calls within 30 seconds for the past 12 months.
Customer satisfaction with the IT Service Centre 2016-17
The IT Service Centre receives on average 15,000 service requests via phone and email each month. Customer satisfaction with the performance of the IT Service Centre is measured by a monthly email survey of about 1000 of the customers who used the centre that month. The chart below tracks satisfaction over the past 12 months to March 2018. Cenitex has exceeded its target of 85 per cent Satisfied every month.
Net financial performance
The chart below shows Cenitex’s net financial performance (surplus and deficit) from 2009 to 2017. After an initial two years of budget surplus, Cenitex moved into deficit in 2011 and peaked at $37.5 million in 2012, as it invested in the development of the Government Shared Platform. Since 2012, Cenitex has steadily reduced its deficit and returned to the black. In 2016-17, Cenitex achieved a third successive financial surplus, this time of $7 million, due to customer revenue contributions to purchase property plant and equipment needed for our customers’ project.