IT - KPI

S/N Performance Areas/Objectives

Documentation of business requirements

1 (development of a BRD) for every formal
/signed off business request

UAT- Test solutions to ensure the solution

2 developed fulfil approved business
requirements outlined in BRD
Quality assurance and Testing - Work with
the developer to identify “bugs” in software
3
developed and ensure they are fixed before
solution is deployed

Product support – provide product support

4
(technical)

5 Behavioural

TOTAL
 IT - KPI

KPI/Measurement Target Weights

Number of formal (approved) business requests to IT as

regards a soluton to be developed versus the number of 100% 50%
BRDs developed

Number of failed UATS for each approved business initiative

(solution developed with reference to the BRD). Target is 100% 20%
Zero for all initiatives

Number of solutions "rolled-back" due to bugs identified in

100% 20%
the production environemnt. Target is Zero

Number of issue tickets raised to the number of tickets

100% 10%
resolved (closed)

Skill uptake 25%

Integrity 25%
Transparency 100% 25%
Service Ownership & Entrepreneauship (work quality;
25%
dependability; punctuality; initiative)
TOTAL