The Chief Information Officer evaluates, directs and monitors IT management. Critical KPIs are identified and measured to assist in this process. They are also used to conduct annual benchmarking activities.

Along with operational reporting, ITS conducts the following functions for annual benchmarking:

  • Identify critical key performance indicators of IT services at UQ, ensuring they provide appropriate measurements for evaluating, directing and monitoring IT management.
  • Develop and maintain a suite of accurate, high-quality reports on performance against the designated KPIs.
  • Work with managers across the organisation to improve the quality and availability of data for reporting.
  • Use performance data to support the development of corrective action plans, and work with managers across the organisation to implement performance improvement.

Reporting framework

The ITS reporting framework is based on the concept of Critical Success Factors (CSF), which are developed in support of IT success in strategy, operational performance and governance.

The current ITGC-ratified reporting program involves developing 23 CSFs across identified areas. Over 100 critical success indicators are also sourced to be used as a measurement of the success of these CSFs.

The delivery of this framework is planned for the next two years, using a repeating delivery of prioritised CSFs and metrics. The data will be stored in the Planning and Business Intelligence (PBI) Warehouse and delivered through Business Objects.

This infrastructure will provide an efficient method for data processing and is expected to create a 'single source of truth'.

The Proof of Concept uses regularly updated reports and the ITS incident service data being warehoused. The final phase of provisioning for areas outside of ITS (i.e. libraries, schools, faculties and institutes) is progressing well and is expected to be concluded in early 2018.

Accessing reports

As new reports and data sources are completed, access will be provided through UQ's PBI Reportal. Please note that you must apply for access to log in to Reportal.

Once you have access:

  1. Log in using your username and password.
  2. Select the 'IT Reporting' folder sitting under the 'Unit Report' directory.

Due to the nature of the information in Reportal, some reports will be restricted.

In March of each year, UQ provides input to the UniForum global benchmarking program, using this reporting information. This program provides university management with the means to strategically manage their administration and support services by leveraging the power of sharing information, learning from one another and collaborating.

UQ also contributes to CAUDIT Australia and New Zealand benchmarking.