As a commitment to the delivery of quality computer services to the HKU community, a set of performance pledges were made for the year 1998/99 on the most demanded services provided by the Centre. Now, it is time to review them and see how well we have met our pledges.
Performance data on the selected services were either captured by the
computer system or compiled by hand and analysed in this review.
Actual performance levels were measured against pledged levels. Results
show that all services except "Response to contracted PC and departmental
PC support" and "Notice of scheduled maintenance work" were over 95% of
the targeted performance level. The selected computer services,
the target performance pledges, and the benchmarks (actual levels over
targeted levels) are tabulated below:
| Service | Target | Benchmark |
| User account application processing through online electronic forms | 1 working day | 96% |
| User account creation which involves review and endorsement through paper form application | 3 working days | 99% |
| Solution for in-person enquiries at the Help Desk | < 30 minutes | 96% |
| Response to CCBOX email enquiries | 2 working days | 98% |
| Response to hku.cc.forum newsgroup enquiries (in the form of a consolidated answer) | Once a week | 95% |
| Response to requests of contracted PC maintenance and departmental PC support service | 1 working day | 93% |
| Response to requests of Campus Network cable and equipment
trouble-shooting and repair |
2 hours | 67% |
| Notice of scheduled maintenance work | 2 days in advance | 93% |
| Service system availability (during scheduled operation periods) | 99.5% | 99.85% |
| Computer News publication | Every 2 months | 100% |
As the past year was the first time we started to measure our performance against targeted service levels, we felt that there will still be room for further improvement as we get more used to the process of quality control. You as users of our services can give us your feedback via the ithelp@hku.hk as to how we can further improve our services and what other services we should include in our list of performance pledges.
Mabel Chau
Tel: 2859 8934
E-mail: chaumabc@hku.hk