Perspective Strategy Strategic Objective

F2.0.1

Utilise internal IT resources to F2.0.2

install systems as opposed to
using external service providers

Financial Improve cost F2 F2.0.3

effiency

F2.0.4

Ensure our people can develop

and maintain the skills and
capabilities to deliver an excellent
service

Iimprove customer Satisfaction

Ensure that IT delivers services

Iimprove customer faster and is responsive to
Customer Satisfaction business needs

Improve performance of IT
projects implementation
Effective IT Changes &
Deliverables

Ensure that critical and

confidential information and
assets is only available to those
that need it.

Ensure IT compliance with laws,

regulations and contracts.

Service Quality/Fast
Internal Process
Problem Resolution
 Ensure that IT delivers services
which can adjust to varying
business demand patterns and
are flexible in responding to
Service Quality/Fast different business requirements
Internal Process
Problem Resolution

Information/Data Strategy

Security Strategy

Ensure minimum business impact

in the event of an IT service
disruption or change as Business
Continuity

Unsure Employees have

knowledge in IT technologies
Employee
Learning & Growth Satisfaction/Compet
ency of Employees
Increase user efficiency and
productivity through application
of better IT interface & tools
 APL Indictors Projects/ Activities Measures(MOV)
% reduction in cost of services Ratio Analysis
outsourced - ESS Outsourcing
- Cyberoam support
- Savings on new locations
'- Savings on Catridge refilling/printer
repairs

Numbers of systems installed using -Inverter Installations Work Completion Forms

internal resources. '- CCTV Installatinos Review
'- Network installations for new locations

ERP reports review

Implement effective and cost effective
IT equipment procurements
% increase in savings from IT equipment
procurements (Budget Vs actual)
ERP reports review

% reduction in cost of training services

outsourced - To ensure inhouse training for our staff
on Cyberoam/ Outlook/Mailserver/ERP
functional steps
- Preventive Maintenance Services

Ensure satisfaction of end users through

continuously improved service offerings
% increase in customer satisfaction and service levels Satisfaction survey

Introduction of IT Ticketing system

% increase in IT services effectiveness Introduction of Account Managers ERP reports review

- DMS Survey
- ERP Survey
Number of IT system users - SFA Survey End user survey rating
Average time used to deliver IT changes Deliver solutions on time and on budget,
and deliverables meeting quality standards. ERP reports review

Number of security policies and strong By Creating Security policies and strong
user passwords created. user passwords Security policies review

No of licenced IT softwares and

hardware By maintaining licensed softwares Licenses review
 -Statutory changes in ERP and deploy
across countries
-Deployment of all the changes to all our
Changes requests implemented business units
-Flexifield system
-Deployment of Cyberoam policies across
all the countries
-Security policy updates across all the Changes request forms
countries review

Maintain integrity, availability and

accuracy of business data across business No of systems
No of systems downtime processes downtime report review

Protect confidentiality, integrity and

availability of information by establishing Internal control system
No internal controls established physical and logical controls review

- Server crash-Downtime
Number of incidences of business - Disaster Recover System Downtime matrix report
interuptions - Centralised back-up system report review

% of Employees that have knowledge in

IT technologies To ensure inhouse training for our staff
on Cyberoam/ Outlook/Mailserver/ERP
functional steps Survey

More work in less time due to better IT

No of IT interfaces & tools used interface. ERP reports review
 Collection Reporting Measure
Indictor Definition (Formula) Data Source Frequency Frequency owner
(Cost of services in current ERP System Quartly Quartly Manager IT
Quarter,current Year -Cost of
Services in previous Quarter
last year)/Cost of Services in
previous Quarter in Last Year

Number systems installed by Work Completion Quartly Quartly Manager IT

internal resources forms filed /Job Card

Budget- Actual cost on IT ERP System Quartly Quartly Manager IT

procrements

Budgeted training cost-actual ERP System Quartly Quartly Manager IT

training expenditure Training reports

Manager IT
Satisfaction survey
Survey rating report Bi-Annually Bi-Annually
Manager IT

Survey rating ERP system Quartly Quartly

Manager IT

Number of end users Survey report Bi-Annually Bi-Annually

Manager IT
Average time ERP system Quartly Quartly
Manager IT

policies & password managed

machines or systems Security policies Quartly Quartly
Manager IT

Number of Licenses Licenses Annually Annually

 Manager IT

Number of Changes request Changes request

forms forms Quartly Quartly
Manager IT

Average systems downtime No of systems downtimQuartly Quartly

Manager IT

No of policies applied
DMS system IT reports Quartly Quartly
Manager IT

Downtime matrix
Number of incidences report report Monthly Monthly
Manager IT

No of employees with
knowledge of IT/ Total number
of staff *100% Survey report Bi-Annually Bi-Annually
Manager IT

No of IT interfaces & tools

used ERP system Quartly Quartly
Need to send Fred for training of Catridge refilling