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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]

MEDIA SHARING

INFOCOMM DEVELOPMENT CENTRE (iDEC)
Universiti Putra Malaysia
43400 UPM Serdang
Selangor Darul Ehsan
03 97691990
03 97693003
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