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).
Slide 4