Compliance NFS Test Portal Results System Performance Issues & Resolutions Targets Enhancements System Availability YTD (Severity 1) = 99.51% Target for System Availability = 99.80% (Source: ITS, 04 Feb ‘13) MNL YTD = 54% DSL YTD = 62% (Source: NFS Test Portal, 04 Feb ‘13)

Although system problems are experienced, it exceeded the acceptable System Availability of 85%. Actual System Availability YTD for Severity 1 incidents (as measured by ITS) = 99.51%. Compliance by NFS staff to use NFS Test Portal – as a tool to assist them & to enhance service delivery to customers – is problematic….  only 45% exceed usage/testing of 60% on MNL testing  Target 70%  only 47% exceed usage/ testing of 60% on DSL testing  Target 80% Users are not measured based on the failure rate ór the result of the test, but rather whether a test was done. If a test was done on the Portal and it fails due to a IT system or IRTMS, the technician gets the benefit that he/she has tested the service. Compliance – Pressure Point (!)

YTD compliance by all Users Source: NFS Test Portal Reports – YTD (Apr ‘12 – Jan ’13) Users : M6, OP1, OP2 & Contractors Users Users 45% 47% 55% 53%

Way forward Based on utilisation graph, we need to agree on target to be achieved for ePDMS evaluation. –Comply (Y) / Do no comply (N) –12.5% weighting –8 PEP measures Proposal: –DSL 60 % compliance for 2012/13 –MNL 50 % compliance for 2012/13 Social partners to encourage members to utilise the NFS Test Portal, in order to improve our service to customers; ensure that ‘quality’ work orders are completed; and effective utilisation of resources (ie. time; vehicles; labour & costs). Slide 4