Output Group 1: Broadcast and Transcription Services
> Output Group 2:Support and Technology Services
OUTPUT GROUP 2:
SUPPORT AND TECHNOLOGY SERVICES
Output Group 2 outputs (Infrastructure and Services) are provided by the Technical Services Group and the Client Liaison subgroup of the Client Services Group.
The provision of reliable, responsive and high quality infrastructure and services to Senators and Members and the Parliament directly contributes to the achievement of the department's outcome:
The Commonwealth Parliament to have international standard broadcasting, transcription and information technology services and the Australian community to be able to see, hear and read the work of the Parliament.
Output summary |
|||
Overall Price (Cost) Result |
|||
| Outputs |
2000-2001 |
1999-2000
Actual Total $,000 |
Variance to
Last Year % |
|---|---|---|---|
| Output 2.1 Infrastructure | |||
| IT costs |
11,224
|
10,305
|
+ 9
|
| Communication costs |
4,268
|
5,018
|
- 15
|
| House Monitoring Service |
1,374
|
1,580
|
- 13
|
| Emergency Warning Intercom System and Clocks Bells |
781
|
842
|
-7
|
|
Total Infrastructure |
17,647
|
17,745
|
- 1
|
| Output 2.2 Services | |||
| Departmental Systems |
90
|
468
|
- 81
|
| IT Problem Resolution |
887
|
951
|
- 7
|
| IT Consultancy Services |
844
|
1,597
|
- 47
|
| Training |
2,658
|
2,208
|
+20
|
| Support specific applications |
187
|
171
|
9
|
| Total Services |
4,665
|
5,394
|
- 14%
|
| Total Output Group 2 |
22,314
|
23,139
|
- 4%
|
Overall Quantity Result
There was a decline in client demand for a number of services, in part reflecting the 2000 Olympics, and in part reflecting the point in the parliamentary cycle. Client demand for one-to-one training and client consultancy increased, as clients have received basic training and now require advanced help. Telecommunications requests were higher, due to the replacement of the telephony environment in 2001.
|
Outputs |
Quantity
2000-2001 |
Trend
% |
Quantity
1999-2000 |
|---|---|---|---|
| Output 2.1 Infrastructure | |||
| IT Registered Users |
3,303
|
+2
|
3,321
|
| Output 2.2 Services | |||
| First Line Support | |||
| Help Desk Calls |
40,185
|
-6
|
42,861
|
| Training Course Days |
929
|
-25
|
1,244
|
| One-To-One Training |
299
|
+340
|
88
|
| Client Consultancy (Hours) |
2,986
|
+471
|
634
|
| Second Line Support | |||
| IT Problem Resolution requests |
9,638
|
-25
|
12,914
|
| IT Account Management requests |
3,469
|
-2
|
3,557
|
| Broadcasting support requests (defects) |
542
|
-60
|
1,367
|
| - (hours) |
4,207
|
-21
|
5,362
|
| Broadcasting support requests (maintenance) |
1,092
|
-6
|
1,165
|
|
- (hours) |
9,109
|
-12
|
10,375
|
| Telecommunication faults |
1,804
|
+20
|
1,509
|
| Telecommunication requests |
5,979
|
+10
|
5,412
|
| Total Second Line Support requests |
22,524
|
-23
|
25,924
|
Overall Quality Result
Performance targets for client satisfaction, service availability and other quality measure targets were met in 2000-2001. However, the service timeliness target for information technology problem resolution was not met. The DPRS 2000 Client Satisfaction Survey provided the following client ratings for Output Group 2 outputs.
|
Output Quality
Client Satisfaction Indicator |
Benchmark PI
(% clients very satisfied or satisfied) |
Base PI
(% client very satisfied or satisfied) |
|---|---|---|
| Overall: proportion of clients satisfied with availability, reliability, problem resolution, service timeliness and quality of services | 82 | 96 |
| Infrastructure: proportion of clients satisfied with availability and reliability | 80 | 96 |
| Services: proportion of clients satisfied with problem resolution, service timeliness and quality of services | 83 | 97 |
| Output Quality Service Availability Indicator |
Target
|
2000-2001
result |
Variance
to Target |
1999-2000
result |
|---|---|---|---|---|
|
%
|
%
|
%
|
%
|
|
| Output 2.1 Infrastructure | ||||
| Home Servers | ||||
| sitting hours (8am to midnight) |
99.9
|
99.99
|
0.09
|
99.98
|
| business hours (8am to 6pm) |
99.9
|
99.97
|
0.07
|
99.89
|
| other times |
99.0
|
99.42
|
0.42
|
99.43
|
| Critical Applications servers | ||||
| sitting hours (8am to midnight) |
99.9
|
99.92
|
0.02
|
99.93
|
| business hours (8am to 6pm) |
99.9
|
99.92
|
0.02
|
99.94
|
| other times |
99.0
|
99.56
|
0.56
|
99.64
|
| Broadcast Facsimile | ||||
| sitting hours (8am to midnight) |
99.9
|
99.79
|
-0.11
|
99.53
|
| business hours (8am to 6pm) |
99.9
|
99.47
|
-0.43
|
99.94
|
| other times |
99.0
|
99.73
|
0.73
|
99.74
|
| Telecommunications : all times |
100
|
99.98
|
-0.02
|
100
|
| Broadcast systems: sitting hours (8am to midnight) |
100
|
99.995
|
-0.005
|
99.97
|
| Output Quality Other measures |
Target | Result |
|---|---|---|
| Output 2.1 Infrastructure | ||
| Quality assurance | ISO certification | Accredited (ISO 9001:1994) |
| Industry standard services | Receive industry advice | Broadcast Reference Committee met three times |
|
Output Quality |
Target
|
2000-2001
result |
Variance
to Target |
1999-2000
result |
|---|---|---|---|---|
|
%
|
%
|
%
|
%
|
|
| Output 2.2 Services | ||||
|
First Line Support |
||||
| Less than 1 hour |
79
|
-3
|
82
|
|
| Less than 2 hours |
84
|
-3
|
87
|
|
| Less than 4 hours |
88
|
-2
|
90
|
|
| Less than 8 hours |
91
|
0
|
91
|
|
| Over 8 hours |
9
|
0
|
9
|
|
| Second Line Support (IT Problem Resolution) |
Trial Target
|
|||
| Less than 1 hour |
30
|
26
|
-4
|
30
|
| Less than 2 hours |
45
|
41
|
-4
|
44
|
| Less than 4 hours |
60
|
55
|
-5
|
58
|
| Less than 8 hours |
65
|
64
|
-1
|
66
|
| Over 8 hours |
35
|
36
|
-1
|
34
|
Service timeliness for information technology problem resolution was down, reflecting the changing composition of client requests, with a higher percentage of calls for office support (desktop computing and televisions) than for other infrastructure support, such as database, security and network.
Overall, DPRS met financial and quality targets for Output Group 2. Detailed performance information is reported in terms of quantity, quality and price (cost) under the Infrastructure and Services outputs.