WCG DoTP APP 2023/2024
ANNUAL TARGETS
OUTPUT INDICATORS
AUDITED/ACTUAL PERFORMANCE
ESTIMATED PERFORMANCE
OUTCOME
OUTPUTS
MTEF PERIOD
2019/20
2020/21
2021/22
2022/23
2023/24
2024/25
2025/26
Digitally empowered citizens
Provide digital skills development training to citizens
4.2.3 Number of WCG digital skills training opportunities available to citizens 4.2.4 Resolution rate of the WCG Contact Centre contact tickets
New indicator
1 532
2 429
2 000
2 000
2 000
2 000
Optimised and integrated citizen-centric services
Contact Centre service that is responsive and ensures accounta bility Ensure alignment of departmental ICT initiatives to departmental and provincial Perform research and development towards digital transforming back-office operations and services to citizens Systems’ hosting infrastructure will be operationa lised 24 hours per day, seven days a week, 365 days per year The network will be operational 24 hours per day, seven days a week, 365 days per year Ensure employees are restored to operational functionality strategic priorities
New indicator
96.11% Average of 4 quarters
98.61% Numerator : 374 521 Denomina tor: 379 775
95%
95%
95%
95%
Connected Government and sound ICT governance
4.2.5 Number of departmental
13
13
13
10
10
10
10
ICT plans reviewed
4.2.6 Number of research and development interventions undertaken
New indicator
4
4
4
4
4
4
4.3.1 Average percentage systems uptime maintained
99.94% 8 754.78/ 8 760 hours= 09 994x100 =99.94%
99.92% Numerator : 8 753.31 Denomina tor: 8 760
99.95%
98%
98%
98%
98%
4.3.2 Average percentage network uptime maintained
98.62%
99.12% 682.66/ 8 760 hours= 099117x 100 =99.12%
99.14% Numerator : 8 685.26 Denomina tor: 8 760
98%
98%
98%
98%
4.3.3 Average turn-around time in days for finalising IT Service Desk requests
4.99 Days 304 094 days/5933 6 calls =4.99 days per call
4.98 Days 247 925 days/4981 7 calls =4.98 days per call
4.48 Days
6 Days
6 Days
6 Days
6 Days
85
DOTP ANNUAL PERFORMANCE PLAN FOR 2023/2024
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