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Key Performance Indicators (KPIs)

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

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.

Duration: January to December, 2024

  Key Performance Indicator Target Actual Performance
1 Internet Connection Availability 99.50% 100.00%
2 MyUM Portal Availability 99.50% 99.99%
3 Staff Email Availability 99.50% 99.98%
4 Wireless Network Service Availability 99.50% 99.60%
5 E-bulletin board Availability 99.50% 99.99%
6 eLearning Platform Availability 99.50% 99.96%
7 Lotus Notes Availability 99.50% 99.59%
8 ShareDM Availability 99.50% – *
9 UM App Availability 99.50% – *
10 UMDrive Availability 98.50% 99.76%
11 UMPASS Account Service Availability 99.50% 99.98%
12 Website Availability 99.50% – *

* New KPI item. Actual performance will be available in next review.

Service Performance

Service performance refers to the actual performance of service under established target.

Duration: January to December, 2024

  Key Performance Indicator
Target Actual Performance
13 Code Quality Maintainability Rating is A 100.00% – *
14 Reliability Rating is A 100.00% – *
15 Security Rating is A 100.00% – *
16 ICTO Service Calls Fulfillment within Service Target 97.00% 99.00%
17 Provision of technical advices on IT equipment within Service Target 97.50% 97.96%

* New KPI item. Actual performance will be available in next review.

Utilization of IT Resources

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

Duration: January to December, 2024

  Key Performance Indicator Utilization Average Utilization
18 Internet Bandwidth Utilization 13.53Gbps (95th Percentile*) View Internet Connection
19 Maximum Concurrent WiFi Devices Per Day Average: 21,571

Peak: 33,113

View Utilization

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.

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