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 measures the uptime of services for 7 days a week and 24 hours a day. The measurement excludes downtime for scheduled maintenance.
|Key Performance Indicator||Target||Actual Performance||Duration|
|Internet Connection Availability||99.5%||100%||Jan. to Dec. 2021|
|Wireless Network||Availability of Controllers||99.5%||99.9%||Jan. to Dec. 2021|
|% of AP Availability||99.5%||99.6%||Jan. to Dec. 2021|
|Staff Email Availability||99.5%||99.95%||Jan. to Dec. 2021|
|MyUM Portal Availability||99.5%||99.98%||Jan. to Dec. 2021|
Utilization of IT Resources
Utilization of IT resources indicates the usage of the services within the specified duration.
|Key Performance Indicator||Duration||Utilization Average||Utilization|
|Maximum Concurrent WiFi Devices Per Day||Jan. to Dec. 2021||Average: 16,746
|Internet Bandwidth Utilization||Jan. to Dec. 2021||3.72Gbps (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: 14/01/2021, 01/02/2021 – 02/02/2021, 06/02/2021 – 07/02/2021, 17/02/2021 – 24/02/2021, 16/03/2021 – 18/03/2021, 24/03/2021 – 28/03/2021, 31/08/2021 – 19/09/2021.