Cenitex tracks its performance according to its ability 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 30 June 2019.
Frequency of significant incidents—12 months to June 2019
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 a downward trend in the volume of Severity 1 and 2 incidents over the past 12 months to June 2019.
Resolving service requests and faults within 2 hours—12 months to June 2019
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 at left shows Cenitex’s performance over the past 12 months to June 2019. 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—12 months to June 2019
The chart at left shows the performance of the IT Service Centre over the past 12 months to June 2019 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.
The decline in the centre’s ability to answer calls within 30 seconds is due to an increase in calls related to incidents that have taken longer to resolve, an increase in call volumes due to Office 365 related enquiries, and the centre operating below optimum capacity while new staff are being trained.
Customer satisfaction with the IT Service Centre—12 months to June 2019
The IT Service Centre receives on average 16,000 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 1,000 customers who used the centre that month.
The chart at left tracks satisfaction over the past 12 months to June 2019. Cenitex has exceeded its target of 85 per cent Satisfied every month.
Net financial performance
The chart at left shows Cenitex’s net financial performance (surplus and deficit) from 2009 to 2018.
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 reduced its deficit and returned to the black.
Cenitex is forecasting a small surplus for the 2018–19 financial year. The last two surpluses have been smaller than in previous years due to across the board price reductions for customers and the funding from cash reserves of a multi-million-dollar IT transformation program to significantly improve the resilience, responsiveness, security and cost of customer services.