GDF Annual Report - Gauteng Provincial Treasury

SECTION 3: REPORT ON THE PERFORMANCE OF PROGRAMMESPerformance against output targetsOutputs/ key deliverables Performance Indicators Annual TargetActual achieved againsttargetReasons for DeviationsImplemented an effectiveand responsive ServiceManagement Framework% overall compliance to SLA 80% SLA Compliance 45%No. of reports on CustomerInteractions12 monthly reportson customerinteractions12 monthly reports oncustomer interactionsInconsistent SLA performance reportingas a result of not having reporting toolsand alternative methods of verifying andvalidating SLA performance dat.Develop, maintain andprovide innovative systemsand processes that areresponsive to businessneeds.% of implementation of automateddocument management solution –pilotFull roll-out of automated DocumentManagement solution100%20%100% completed in Q20%Not rollout due to budgetary constraintsDeveloped and implementintegrated and efficientsystems and effectiveprocesses% completion of electronic recordsmanagement system40%100% solution wasdeveloped in share pointEDRMS not rolled out due to budgetaryconstraints hence the implementation ofshare point3030Annual Report 2010 / 2011