Information:OurPerformanceStandards
KeyArea Wewill:
1. Development Ensureourcustomersareawareofwhatwe
Developfitforpurposesystems candeliver,andwithinagreedtimescalesas
andreportstomeetbusiness definedinourSLAs;
requirements Clearlyidentifyandmaintainan
understandingoforganisationalneeds;
Giveourcustomerstheknowledgeand
experiencetoconfidentlymanagetheirdata;
Developsystemsandreportsinconsultation
withcustomerstoensuretheirneedsaremet;
Undertakenecessaryteststoensurethe
correctfunctionofsystemsandreports
2. Communication Communicatewithourcustomersinawilling
Provideclear,concise,and andpolitemanner
timelycommunicationsto Putoutofofficenotificationsonbothour
ensurecustomersarekept emailandphonewhenawayfromtheoffice
informed. Ensureourcustomersreceivefulland
completeresponseswithinagreedtimescales
asdefinedinourSLAs
Explaindifficultconceptsinclearandnon
technicallanguage;
Publicisechangesproactively,using
appropriatemechanisms(Bulletin,CoreBrief,
ManagersForum,emailupdates)
Supportcustomerstomakethebestuseof
dataintheirowncommunications.
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Outcomes:
Positivefeedbackfrom
customers,bothinformally
andformally;
Customersareabletoeasily
enterandaccessthe
informationtheyrequire
Thesystemsandreports
developedareused
Customerswillbesatisfiedby
ourservicedeliveryorbeable
escalateanyissuesasdetailed
inourSLAs
Customershaveanuptodate
understandingofoursystems
andreports
Customersarecomfortable
usingandinterpretingdata
KeyArea Wewill: Outcomes:
3. Training&Support Draftandregularlyupdateclearandconcise Positivefeedbackontraining
Ensurecustomersareableto guidance evaluationforms
accessappropriatesupport, Deliverregulartrainingcoursesontheuseof Customersreceivethe
training,andguidance Opal supporttheyneedtousethe
Deliverbespoketrainingtonewservices systems
Assistwithtroubleshootingandinterpreting Customersaresupportedto
reports implementtheirlearning
Providefacetofacetrainingonreportsas throughongoingsupport
required
Respondtoqueriesinatimelyandeffective
manner
Ensureaccessissuesaredealtwithpromptly

4. Innovation Keepuptodatewithbestpracticesandnew Opalfunctionalitywillbe

Deliverintuitivefunctionalityto
applicationdevelopment.
technologiesintheexternalenvironment developedproactivelyrather
Continuouslyworktomakesystemsmore thanreactively
efficientanduserfriendly Administrativetaskswithin
Expandthescopeandscaleofthesystemto teamsusingOpalwillbe
helpachievestrategicorganisational reduced
objectives AutomationwithinOpaland
Identifypotentialfutureproblems/needsfor connectionstootherSt
theorganisationanddevelopsystemsto Mungossystemswillbe
incorporatefuturechange maximised

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KeyArea Wewill: Outcomes:
5. ExternalProfile Ensureourservicemanagersareableto Wewillbeseenasan
communicatehowOpalworksandwhatitcan organisationwithaneffective
delivertoexternalstakeholders InformationStrategy
WhereOpalisnotappropriateforspecific Externalorganisationswillbe
contracts,wewillaimtodeliveralternative confidentinourabilityto
solutionstomeettheorganisations deliverdatabaseand
contractualcommitments reportingsolutions

6.SystemIntegration Continuouslyworktoestablisheffective Reductionintheworkloadof

collaborationofdifferentStMungossystems teamsusingassociated
tofacilitateeffectivecrossteamcollaboration systems
Wewillworktoreduceduplicateinputtingon Ensureconsistencyand
otherinternalsystemsbyautomateddata qualityinorganisational
transferprocesses reporting
Wewillexpandthedatawarehousetoother Furtherimprovedataintegrity
internalsystemstodeliveracomprehensive andaccuracy
onestopshopreportingservice

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