Figure C1 shows the annual customer satisfaction survey results for key ICT services and support elements from 2016 to 2018.

Figure C1
Satisfaction with key ICT services and support elements

Figures B1 shows Cenitex's performance across key service levels measures from 1 January 2016 to 31 December 2018.

Figure B1
Cenitex operational performance

We have consulted with Cenitex and DTF, and we considered their views when reaching our audit conclusions. As required by the Audit Act 1994, we gave a draft copy of this report, or relevant extracts, to those agencies and asked for their submissions and comments.

Responsibility for the accuracy, fairness and balance of those comments rests solely with the agency head.

Responses were received as follows:

• Cenitex
• DTF

RESPONSE provided by the Chief Executive Officer, Cenitex

The public sector ICT landscape is rapidly evolving. Machinery of government changes, the rise of cyber threats, and maturing cloud capabilities' potential to reduce ICT costs and improve service delivery all have implications for Cenitex.

As change occurs, so do the needs and expectations of Cenitex's customers. Having open and timely channels to understand customers' needs and mechanisms to respond to them is critical.

Cenitex's performance measurement and reporting framework aims to assure its board and management that it operates effectively and delivers services that meet customer needs.

A well‑designed performance measurement regime includes:

• clearly defined and evidence‑based measures and targets that are tailored to customers' needs
• sufficient, appropriate and reliable data
• regular monitoring of critical aspects of performance by senior management, so that they can address emerging issues promptly.

This Part examines:

1.1 Provision of ICT

ICT shapes service delivery and workforce productivity in the modern public service, underpinning the work of every public sector employee. It includes:

Information and communications technology (ICT) shapes service delivery and workforce productivity in the modern public service. The public and private sectors often outsource ICT services in various configurations, to reduce costs and better manage risks.

In July 2008, the Victorian Government created Cenitex, a state-owned enterprise responsible for delivering defined customer ICT services to its departments and agencies.

The government envisaged that a single ICT shared service provider would:

Acronyms

Independent assurance report to Parliament

Ordered to be published

VICTORIAN GOVERNMENT PRINTER October 2019

PP No 68, Session 2018–19