WCG DoTP APP 2023/2024

Source of data

Service Desk system reports extracted from the database; list of requests resolved and closed

Data limitations

Availability and accuracy of information of the Service Desk system

Assumptions

Services providers meet their contractual obligations and submit reports in a timely manner

Means of verification

Manual

Method of calculation

Average number of days taken to resolve requests. Calculation based on the time taken to resolve each request averaged out on the total number requests reported. The downtime caused by Eskom load shedding will not affect the denominator but will be taken off the numerator. Data collected will be calculated on an annual basis and aggregated on a quarterly and annual basis as reflected in the table below:

M

M

M

M

M

M

M

M

M

M

M

M

Average for Quarter 1 Apr – Jun 2023

Average for Quarter 2 Jul – Sep 2023

Average for Quarter 3 Oct – Dec 2023

Average for Quarter 4 Jan – Mar 2024

Average for the Financial Year (Apr 2023 – Mar 2024)

Monthly calculation: Request 1

Time logged

Time resolved

Time taken to resolve request

Request 2

Time logged

Time resolved

Time taken to resolve request

Request 3

Time logged

Time resolved

Time taken to resolve request

No of Requests

Time logged

Time resolved

Average time taken to resolve request

Calculation type

☐ Cumulative Year-end ☐ Cumulative Year-to-date ☒ Non-cumulative

☒ Quarterly

Reporting cycle

☐ Bi-annually

☐ Annually ☐ Biennially

Desired performance

☐ Higher than target

☐ On target

☒ Lower than target

Type of indicator

Is this a Service Delivery Indicator? ☐ YES ☒ NO If yes, confirm the priority area(s) that the deliverable(s) measured through this indicator will improve (multiple

selections can also be made): ☐ Citizen needs ☐ Reliability

☐ Responsiveness

☐ Integrity

Is this a Demand Driven Indicator? ☒ YES ☐ NO

Is this a Standardised Indicator? ☐ YES ☒ NO

Spatial Location of indicator

Number of locations: ☒ Single Location

☐ Multiple Locations

Extent: ☒ Provincial ☐ District ☐ Local Municipality ☐ Ward ☐ Address Detail/Address/ Coordinates: <…..> For multiple delivery locations, will this be shared in the Annual Operational Plan (AOP) ☐ YES ☐ NO

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DOTP ANNUAL PERFORMANCE PLAN FOR 2023/2024