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Key Performance Indicators (KPI) Achievement

| KPI 2019 Achievement Report | KPI 2018 Achievement Report |

KPI 1 - 10 and KPI 12: measurements and targets are monthly
KPI 11: measurement is in the second quarter (Q2) and fourth (Q4) with a target of 90%
KPI 13: measurement is in the second quarter (Q2) and fourth (Q4) with a target of 85% for the year
KPI 14: measurement is second quarter (Q2) and fourth quarter (Q4) with a target of 80% quarterly

Q1 (January - March) 2020

NO.	KEY PERFORMANCE INDEX (KPI)	TARGET	Q1 ACHIEVEMENT (JANUARY - MARCH 2020)
1.	TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%	99.52%
2.	TO ENSURE AVAILABILITY OF ACCESS TO DATABASE	95%	99.78%
3.	TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%	99.67%
4.	TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM	95%	100.00%
5.	TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL	95%	99.69%
6.	TO ENSURE AVAILABILITY OF INTERNET NETWORK	95%	100.00%
7.	TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES	95%	100.00%
8.	TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE	95%	100.00%
9.	TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 3 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT	90%	97.33%
10.	TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION	90%	80.20%
11.	TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR.	90%	Q2
12.	TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT	90%	93.33%
13.	TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST	85%	Q2
14.	TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST	80%	Q2

Q2 (April - June) 2020

NO.	KEY PERFORMANCE INDEX (KPI)	TARGET	Q2 ACHIVEMENT (APRIL - JUNE 2020)
1.	TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%	99.75%
2.	TO ENSURE AVAILABILITY OF ACCESS TO DATABASE	95%	99.99%
3.	TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%	100.00%
4.	TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM	98%	100.00%
5.	TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL	98%	99.99%
6.	TO ENSURE AVAILABILITY OF INTERNET NETWORK	98%	100.00%
7.	TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES	98%	99.80%
8.	TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE	95%	100.00%
9.	TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT	90%	98.15%
10.	TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION	90%	80.12%
11.	TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR.	90%	92.43%
12.	TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT	90%	96.97%
13.	TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST	Q4 85%	67.00%
14.	TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST	Q2 80%	85.71%

Q3 (July - September) 2020

NO.	KEY PERFORMANCE INDEX (KPI)	TARGET	Q3 ACHIEVEMENT (JULY - SEPTEMBER 2020)
1.	TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%
2.	TO ENSURE AVAILABILITY OF ACCESS TO DATABASE	95%
3.	TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%
4.	TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM	98%
5.	TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL	98%
6.	TO ENSURE AVAILABILITY OF INTERNET NETWORK	98%
7.	TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES	98%
8.	TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE	95%
9.	TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT	90%
10.	TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION	90%
11.	TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR.	90%
12.	TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT	90%
13.	TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST	Q4 85%	Q4
14.	TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST	Q4 80%	Q4

Q4 (October - December) 2020

NO.	KEY PERFORMANCE INDEX (KPI)	TARGET	Q4 ACHIEVEMENT (OCTOBER - DECEMBER 2020)
1.	TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%
2.	TO ENSURE AVAILABILITY OF ACCESS TO DATABASE	95%
3.	TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS	95%
4.	TO ENSURE AVAILABILITY OF THE DATA CENTRE SUPPORT SYSTEM	98%
5.	TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL	98%
6.	TO ENSURE AVAILABILITY OF INTERNET NETWORK	98%
7.	TO ENSURE ALL REGISTERED HOSTS OF DNS SERVER AT THE UPM DATA CENTRE ARE FREE FROM SECURITY INCIDENCES	98%
8.	TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE	95%
9.	TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT	90%
10.	TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION	90%
11.	TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR.	90%
12.	TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT	90%
13.	TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST	Q4 85%
14.	TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST	Q4 80%

Updated:: 11/08/2020 [nazlina]

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