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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 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

Peak: 24,407

View Utilization
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.

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