INTACT

OUTPUT CLASS 1:  INTACT
PRINCIPAL MEASURES	
OUTPUT 1.1: INTACT	
Description:		The provision and maintenance of IT infrastructure and communications for the ACT Public Service.	

Measures 	2004-05
Targets 	2004-05
Estimated Outcome	
Quantity			
Principal Departments serviced by InTACT1	9	10	
Whole of Government IT systems managed by InTACT	3	3	
Major IT Infrastructure projects undertaken.	2	2	
Number of calls recorded via InTACT Help Desk.	72  500	72  500	
Quality/Effectiveness			
Customer service through helpdesk consistent with agreed levels2	90%	80%	
Availability of Core Network during supported hours (excluding planned outages).	98%	98%	
Timeliness			
IT Infrastructure projects managed within specified timeframes. 	100%	100%	
Cost			
Average cost of help desk services provided3	$22	$20	
			
TOTAL COST ($’000)4	$73  039	$74  139	
GOVERNMENT PAYMENT FOR OUTPUT ($’000)	$3  955	$3  955	
Notes
1.	The 4 November 2004 Administrative Arrangement Orders established a new department, the Department of Economic Development.  InTACT now provides service to this Department.
2.	The variance between the 2004‑05 target and the estimated outcome is due to the restructuring of InTACT’s helpdesk services during 2004‑05.  It is expected performance will improve to targeted levels in 2005‑06 with the introduction of a new helpdesk management system from 1 July 2005.
3.	Estimated average cost of help desk services provided has decreased due to lower staff levels.
4.	Estimated total cost for 2004‑05 has increased due to increased project related activities undertaken by InTACT.