Annual report 2003-2004, Department of Corporate and Information Services
Department of Corporate and Information Services annual report 2003 - 2004
Northern Territory. Department of Corporate and Information Services
E-Publications; E-Books; PublicationNT; Department of Corporate and Information Services annual report; Annual report
2004-10-14
Made available by the Library & Archives NT via the Publications (Legal Deposit) Act 2004 (NT).
English
Northern Territory. Department of Corporate and Information Services -- Periodical
Northern Territory Government
Darwin
Department of Corporate and Information Services annual report; Annual report
2003/2004
application/pdf
1835-2332
Attribution International 4.0 (CC BY 4.0)
Northern Territory Government
https://creativecommons.org/licenses/by/4.0
https://hdl.handle.net/10070/231111
https://hdl.handle.net/10070/669431
Information Technology Services 48 Information Technology Service Management This product line provides agencies with a fully managed IT service which includes the overseeing and reporting of services provided by contractors, advice on IT contract terms and conditions, and advice on the integration of technology into business processes in accordance with whole of government policies and standards. Estimates 2003/04 Actual Key Performance Indicators Original Revised 2003/04 2002/03 2001/02 Timeliness Compliance with contract agreements 100% - 100% 100% - Quantity Agency IT support hours 380001 - 403251 38397 - Quality Customer satisfaction > 75% >81% 82% 75% 58% Price Price average per user per desktop $1782 $165 $1653 $3032 $347 Price average per hour of support $75 $75 $653 $73 - 1. Increased hours above target due to demand. 2. Reported in Budget Paper 3 as $303. This is made up of $178 for the average price per user per desktop for contract management from above and $125 per desktop for strategic advice and reported in ICT policy and strategy. This anomaly will be corrected in future Budget papers. 3 Reduction in actual price is due to an increase in the number of employees across government. Both the hourly support rate and the desktop charge have reduced, 13% and 9% respectively, contributing significantly towards our cost effective services. Performance Highlights Comprehensive annual reports were provided to agencies on ICT outsourcing, which outlined average whole of government unit costs of all contracted services and details of how each agency compared with those averages. The report is highly valued by many agencies as the information provided enables the agency to develop strategies to reduce their cost of outsourced services, while maintaining the functionality and required level of service to their business. In 2003/2004, ITSM managed six whole of government IT outsourced contracts. Details of usage against each of these contracts follow. Mainframe Applications Maintenance & Enhancement This service maintains agency systems hosted on the NTG mainframe and is provided by Fujitsu Australia (former DMR Consulting). The contract commenced on 1 May 2000 and was extended in May 2004 for another two years. The total amount invoiced for all services under the mainframe applications and enhancement contract July 2003-June 2004 is $3,264,451.27. This is less than previous years and mainly reflects the migration of systems off the mainframe and out of the scope of the contract.