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Quality Objective

KEY PERFORMANCE INDICATOR (KPI)

NO.

KEY PERFORMANCE INDICATORS (KPI)

TARGET

1.      

Ensure that the ICT support services implemented achieve at least the 'Satisfactory' level in the evaluation of customer satisfaction

80%

2.      

Ensure that the ICT corrective maintenance performed achieve at least the 'Satisfactory' level in the evaluation of customer satisfaction

80%

3.      

Ensure that ICT preventive maintenance is carried out according to the plan

100%

4.      

Ensure that the total number of ICT security incidences (networks, applications & websites) recorded does not exceed 10 domains of the entire registered domains and actions is taken within 48 hours.

80%

5.      

Guarantee the network bandwidth for Internet access and Intranet attains the minimum capacity.

95%

6.      

Guarantee the availability of the University’s Main Application Systems.

95%

7.      

Guarantee the availability of network access to UPM Data Center.

95%

8.      

Ensure ICT Development is carried out according to the plan.

85%

< KPI Achievements >

 

CLIENTS' CHARTER

  1. To ensure the network system, primary system and university email system achieve a minimum level of availability of 95% within a year
  2. To ensure the broadband access of the university's Internet network system with the agreed capacity rate reaches a minimum of 95% guaranteed within a year
  3. To ensure any ICT incidents are resolved within 48 hours
  4. To ensure periodic maintenance is done twice a year on ICT equipment
  5. To ensure the recovery of the ICT system internally according to the designated period based on resources under the control of the following items:
    a) 2 hours for the network system
    b) 5 hours for the main system of the university
    c) 2 days for ICT equipment

< Clients' Charter Achievements >

 

FUNCTIONAL AND LEVEL ACTION PLAN

  1. ICT Support Services (80%)
  2. Corrective Maintenance (90%)
  3. ICT Maintenance (90%)
  4. ICT Development (85%)

< Functional and Level Action Plan Achievements >

Updated:: 17/10/2018 [nazlina]

MEDIA SHARING

INFOCOMM DEVELOPMENT CENTRE (iDEC)
Universiti Putra Malaysia
43400 UPM Serdang
Selangor Darul Ehsan
0389471990
0389483514
C1542277680