No
Objective
4.7 To ensure the acquisition, implementation and maintenance of ICT technologies to improve and enhance service delivery with due consideration of costs and benefits and the direction of emerging technology.
Performance Indicator / s
Level of compliance with ICT policies and processes
Targets 31 / 03 / 11
Performance result against targets
Reason for Variance / Challenges
100 % compliance |
82 % compliance |
The procurement of the DR site was still being finalised |
Strategic Goal 5: To implement and continuously enhance effective and efficient business processes to enhance operational efficiency of the Tribunal and to aid in sound adjudication
5.1 To ensure that the Tribunal’ s performance is enhanced through ensuring that correct processes are followed on all applications and referrals
5.2 To ensure that internal service standards for Tribunal matters are documented and enforced in order to ensure increased operational efficiency of the Tribunal
5.3 To implement and maintain effective and available case management and workflow systems to promote efficiency within the Tribunal
5.4 To ensure reliable and effective document and records management within the Tribunal in order to promote effective filing systems and archiving within the Tribunal
Percentage of correct application and referral processes followed
Level of compliance with service standards
Percentage of implementation and utilisation of electronic case management system
Percentage of implementation and compliance with electronic document management system
50 % of applications / referrals complete
39 % of applications initially received were complete.
69 % of applications whereby the correct process was followed were then complete by year-end
100 % 100 % compliance with service standards
100 % implementation and 70 % compliance with case management system
100 % implementation and 70 % compliance with case management system
0 % System 100 % developed but still to implemented
0 % System 100 % developed but still to be implemented
Challenge experienced with service provider delivery
Documents need to be scanned into the system before implementation
Annual Report 2011 national consumer tribunal | page 65