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

Increase the number of services delivered to citizens via digital channels

4.5.3 Number of prioritised WCG citizen-facing services or service channels digitalised

4

4

4

4

4

4

4

7.4.4.

Programme indicators, annual and quarterly targets

TABLE 18: Programme 4 indicators, annual and quarterly targets

2023/24 ANNUAL TARGETS

QUARTER 1

OUTPUT INDICATORS

QUARTER 2

QUARTER 3

QUARTER 4

SUB-PROGRAMME 4.1: PROGRAMME SUPPORT

4

1

1

1

1

4.1.1 Number of frontline service delivery improvement reports per programme per annum

SUB-PROGRAMME 4.2: STRATEGIC ICT SERVICES

4.2.1 Number of WCG digital channels through which citizens actively engage government

15

14

14

15

15

4.2.2 Total number of WCG eCentres managed

80

75

77

80

80

4.2.3 Number of WCG digital skills training opportunities available to citizens

2 000

500

500

500

500

4.2.4 Resolution rate of the WCG Contact Centre contact tickets

95%

95%

95%

95%

95%

4.2.5 Number of departmental ICT plans reviewed

10

10

4.2.6 Number of research and development interventions undertaken

4

2

2

SUB-PROGRAMME 4.3: GITO MANAGEMENT SERVICES

4.3.1 Average percentage systems uptime and availability maintained

98%

98%

98%

98%

98%

4.3.2 Average percentage network uptime and availability maintained

98%

98%

98%

98%

98%

4.3.3 Average turn-around time in days for finalising IT Service Desk requests

6 Days

6 Days

6 Days

6 Days

6 Days

4.3.4 Number of computer users equipped with modern Office software (Office 365)

5 000

500

1 500

2 000

1 000

4.3.5 Information Technology Security Maturity level attained annually

2.5

2.5

87

DOTP ANNUAL PERFORMANCE PLAN FOR 2023/2024