TARGETS INITIATIVES

STRATEGIC OBJECTIVES KEY PERFORMANCE INDICATORS

PRESENT TARGETED ACHIEVED STRATEGY

Decrease Microsoft license cost % Discount -30% -33% Make a mix and match of lice plans based on needs instead
FINANCIAL

$ Amount 300,000 210,000 200,000 of use one plane

Decrease operation cost % Discount -20% -13%

Conduct tenders between suppliers
$ Amount 3,000,000,000 2,400,000,000 2,600,000,000

Maintain high levels of customer satisfaction % Survey excellent score 60% 70% 65%
CUSTOMER

conduct car maintenance campaigns through call center

and SMS
extend call center capability
% Call abandon rate 16% 10% 10%
INTERNAL PROCESSES

Improve service delivery % TKTs open by system 40% 70% 65%

Improve service disk TKT system

Increasing number of TKTs managed remotely

% TKTs managed remotely 30% 80% 80%

Improve team skills and competence # Training courses 20 20

LEARNING

% Employees meeting professional

85% 80%
development requirements