Compliance

NFS Test Portal

Results

SystemPerformance

Issues&

ResolutionsTargets

Enhancements

System Availability YTD (Severity 1) = 99.51%

Target for System Availability = 99.80%

(Source: ITS, 04 Feb ‘13)

MNL YTD = 54%DSL YTD = 62%

(Source: NFS Test Portal, 04 Feb ‘13)

• Although system problems are experienced, it exceeded the acceptable System Availability of 85%. Actual System Availability YTD for Severity 1 incidents (as measured by ITS) = 99.51%.

• Compliance by NFS staff to use NFS Test Portal – as a tool to assist

them & to enhance service delivery to customers – is problematic….

only 45% exceed usage/testing of 60% on MNL testing Target 70%

only 47% exceed usage/ testing of 60% on DSL testing Target 80%

• Users are not measured based on the failure rate ór the result of the test, but rather whether a test was done. If a test was done on the Portal and it fails due to a IT system or IRTMS, the technician gets the benefit that he/she has tested the service.

Compliance – Pressure Point (!)

NFS Test portal

YTD compliance by all Users

Source: NFS Test Portal Reports – YTD (Apr ‘12 – Jan ’13)Users: M6, OP1, OP2 & Contractors

539

217 278 341 399

600766

579

352213

0%

5%

10%

15%

20%

25%

0

200

400

600

800

1000

0 - 10% 10% - 20% 20% - 30% 30% - 40% 40% - 50% 50% - 60% 60% - 70% 70% - 80% 80% - 90% 90% - 100%

MNL - Percentage compliance per user

Users Percentage

435

109203

324447

696 752

565401

274

0%

5%

10%

15%

20%

25%

0

200

400

600

800

1000

0 - 10% 10% - 20% 20% - 30% 30% - 40% 40% - 50% 50% - 60% 60% - 70% 70% - 80% 80% - 90% 90% - 100%

DSL - Percentage compliance per user

Users Percentage

4 284 Users

4 206 Users

45%

47%

55%

53%

NFS Test portal

Way forward

• Based on utilisation graph, we need to agree on target to be achieved for ePDMS evaluation.– Comply (Y) / Do no comply (N)– 12.5% weighting – 8 PEP measures

• Proposal:– DSL 60 % compliance for 2012/13– MNL 50 % compliance for 2012/13

• Social partners to encourage members to utilise the NFS Test Portal, in order to improve our service to customers; ensure that ‘quality’ work orders are completed; and effective utilisation of resources (ie. time; vehicles; labour & costs).

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