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Key Performance Indicators (KPI) Achievement

| KPI 2019 Achievement Report | KPI 2018 Achievement Report |

 


 

Q1 (January - March)

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET
Q1 ACHIEVEMENT
(JANUARY - MARCH 2019)
1.        TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS 95%  98.88%
2.        TO ENSURE AVAILABILITY OF ACCESS TO DATABASE 95% 98.88% 
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 95%  100.00%
5.        TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL 95%  100.00%
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%  98.83%
8.        TO ENSURE AVAILABILITY OF TELECOMMUNICATION INFRASTRUCTURE 95% 86.00%
9. TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 3 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT 90%  96.73%
10. TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION 90% 95.60%
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% 96.00%
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)

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET 
Q2 ACHIVEMENT
(APRIL - JUNE 2019)
1.
TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS 95%  99.59% 
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 95%   100.00%
5.
 TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL 95%   99.85%
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%  98.67%
9. TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 3 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT 90% 96.73%
10. TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION 90%   96.27%
11. TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR. 90%  100.00% 
12. TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT 90%  95.53%
13. TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST 85%   70.00%
14. TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST 80%  76.00% 

 

Q3 (July - September)

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET
Q3 ACHIEVEMENT
(JULY - SEPTEMBER 2019)
1.
TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS 95%  97.31%
2.
TO ENSURE AVAILABILITY OF ACCESS TO DATABASE 95%  99.89%
3.
 TO ENSURE AVAILABILITY OF ICT INFRASTRUCTURE OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS 95%  99.46%
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%  96.80%
10. TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION 90% 96.13%
11. TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR. 90%  Q4
12. TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT 90%  95.80%
13. TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST 85%  Q4
14. TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST 80%  Q4

 

Q4 (October - December)

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET 
Q4 ACHIEVEMENT
(OCTOBER - DECEMBER 2019)
1.
TO ENSURE GUARANTEED AVAILABILITY OF SERVICES OF THE UNIVERSITY’S MAIN APPLICATION SYSTEMS 95%  99.29%
2.
TO ENSURE AVAILABILITY OF ACCESS TO DATABASE 95%  99.59%
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 95%  100.00% 
5.
 TO ENSURE AVAILABILITY OF INTRANET NETWORK AT THE MAIN CORE SWITCH LEVEL 95%  99.98%
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% 96.20% 
10. TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION 90%  95.27%
11. TO ENSURE PREVENTIVE MAINTENANCE OF ICT EQUIPMENT IS IMPLEMENTED PERIODICALLY AT LEAST ONCE A YEAR. 90%   100.00%
12. TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 3 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT 90%  87.30% 
13. TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST 85% 92.00% 
14. TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST 80%  83.75%

Updated:: 21/01/2020 [nazlina]

MEDIA SHARING

SEE ALSO
Clients' Charter Achievement
Key Performance Indicators (KPI) Achievement
Functional Plan and Level Achievement
Staff Information
Percentage By Office Location
INFOCOMM DEVELOPMENT CENTRE (iDEC)
Universiti Putra Malaysia
43400 UPM Serdang
Selangor Darul Ehsan
03 97691990
03 97693003
idec_helpdesk@upm.edu.my
C1580107659