Download PDF - Frontex
Download PDF - Frontex
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ICT2<br />
To provide ICT end-user support for<br />
<strong>Frontex</strong> staff and other <strong>Frontex</strong><br />
business applications users<br />
Less than 3 requests per week<br />
not acknowledged<br />
End user satisfaction for Help<br />
Desk support,<br />
EFF-TIMELINESS (98)<br />
IM-OBJ_ACH (-)<br />
7.25<br />
255,000<br />
ICT3<br />
To provide support to ICT-enabled<br />
projects 25<br />
Each IT Enabled Project<br />
supported by ICT Unit up to<br />
agreed scope<br />
IM-OBJ_ACH (-)<br />
3.2<br />
235,000<br />
Consistent use of ICT PM Toolkit<br />
ICT4<br />
To manage the unit and adapt relevant<br />
ICT best practices in the <strong>Frontex</strong><br />
environment<br />
Implement best practices in the<br />
following areas: change<br />
management, standard operating<br />
procedures, service level<br />
management<br />
IM-OBJ_ACH (-)<br />
2.95<br />
100,000<br />
ICT5<br />
To manage the contracts and prepare<br />
the tenders to acquire ICT products and<br />
related services.<br />
To sign and manage SLAs and<br />
delivery contracts with external<br />
contractors<br />
To prepare and conduct tenders<br />
for ICT services and products<br />
IM-OBJ_ACH (-)<br />
1.75<br />
ICT6<br />
To provide technical support for the<br />
Eurosur network 26<br />
Provide limited support to Eurosur<br />
Technical Office network<br />
EFF-QUALITY (3.8-<br />
4.2)<br />
EFF-TIMELINESS (98)<br />
1.7<br />
25 ICT enabled projects (2010-2012) are cited under the respective business unit. On-going technical and maintenance support provided by ICT.<br />
26 Limited support envisioned within the available resources<br />
Page 86 of 142
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