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Key Performance Indicators (KPIs)

ICTO has some Key Performance Indicators (KPIs) to evaluate the performance of critical services we provide to UM members and indicate major IT resource utilization.

Service Availability

Service availability measures the uptime of services for 7 days a week and 24 hours a day. The measurement excludes downtime for scheduled maintenance.

Key Performance IndicatorTargetActual PerformanceDuration
Internet Connection Availability99.5%100%Jan. to Dec. 2018
Wireless NetworkAvailability of Controllers99.5%100%Jan. to Dec. 2018
% of AP Availability99.5%99.96%Jan. to Dec. 2018
Staff Email Availability99.5%100%Jan. to Dec. 2018

Utilization of IT Resources

Utilization of IT resources indicates the usage of the services within the specified duration.

Key Performance IndicatorDurationUtilization AverageUtilization
Maximum Concurrent WiFi User Per DayJan. to Dec. 201811,356View Utilization
Internet Bandwidth UtilizationJan. to Dec. 20182.24Gbps (95th Percentile*)View Internet Connection **

95th Percentile means 95% of the time, the usage is below this amount. The 95th Percentile is a widely used mathematical calculation to evaluate the regular and sustained utilization of a network bandwidth.

** To maintain the service availability, the Internet traffic was changed over to standby hardware before the planned maintenance at below time period: 25/01/2018 – 01/02/2018, 12/02/2018 – 05/03/2018, 26/12/2018 – 27/12/2018, 31/12/2018.