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Annual Report 2005-06

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Shared service implementation - CorpTech output

Output: Shared service implementation - CorpTech

Strategic business priorities	Highlights	The year ahead
Provide ICT support for existing corporate services applications to meet the needs of shared service providers and agencies.	Implemented all eight Operating Level Agreements (OLAs) with clients and met 97.4 per cent of agreed service standards.	Continue to engage clients, review and renew OLAs and maintain services during rollout of new business solutions.
Develop, integrate and provide whole-of-Government ICT business solutions to meet client needs and Shared Service Initiative objectives.	Designed and built the Finance Business Solution, and completed preparations for its initial release. Consolidated ICT infrastructure, with expected total savings of $21.5 million and improved system performance.	Roll out the Finance Business Solution to pilot agencies and continue preparations for subsequent release. Complete the Human Resource Business Solution design and testing for pilot release.
Implement organisational improvements, including better practice IT service management.	Established CorpTech Solutions Centre to support new business solutions. Established a single integrated and collocated service desk as part of the IT service management.	Develop and implement workforce plan and transition strategies. Continue to implement IT service management.

Financial summary

Financial summary for the shared service implementation - CorpTech output

	2005-06	2004-05
State contribution	-	-
Other revenue	$104.48M	$99.55M
Full-time equivalent employees	507	368

Number of calls received and percentage of calls resolved

Analysis: The CorpTech Service Desk was established to provide a central contact point for CorpTech services. New call logging arrangements began in September 2005. The upward trend in calls received is due to consolidation of all contact points into a single service desk and client demand. The percentage of calls resolved within agreed timeframes remained consistently high during this time.

Last reviewed 24 August 2009

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