Priority Matrix

The priority of a job can be determined by the Impact to the business and the Urgency as
determined by questioning the user.

High 3 2 1
Impact

Medium 4 3 2
Low 5 4 3
Low Medium High
Urgency

Impact
High: Impacts the provision of services to the Department’s external customers (the
general public)
OR
Impacts the provision of services to the Minister
OR
Impacts the operations of a group of users or an individual meeting an
urgent deadline set by the Minister and/or the Director-General.*

Medium: Impacts the operations of a group of users

OR
Impacts the operations of a group of users or an individual working on tasks
which have a statutory or central agency deadlines or which have
implications for major time critical projects.*

Low: Impacts an individual or small group

Urgency
High: Not able to do any work.
Medium: Able to do other tasks, but require the use of what ever is not working for
day-to-day tasks, and a work-around is not available.

Low: Work-around is available, or does not impact on day-to-day tasks. May be a

request for information.

*
Requests of this nature may need to be endorsed by a Director to verify the priority level

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 Key Performance Indicators
KPIs show the level of performance we are trying to provide. If we are not meeting
them then we are not giving the quality of service that we should be.

Priority
Priority Service Level Target
1 2 hours
2 8 hours
3 2 working days
4 10 working days
5 N/A

The Service Level Target is (hopefully) the maximum amount of time that IM&T will
take to diagnose and resolve those problems within its area of responsibility. If the
problem is escalated to a nominated external supplier (third level) SLTs negotiated
between DFT and the supplier will take effect.

Please advise the customer of the priority and maximum resolve time (SLT). If they
believe their job should have a higher priority then you can ask them to reclassify it with
you, using the Impact and Urgency descriptions.

Phones
Wait Time Abandoned Calls Rate
< 4 minutes < 8%
First Point of Contact Resolution Jobs logged in HEAT
> 70% > 90%
Customer Satisfaction
>90%

Wait Time: This is the longest time any one would need to wait in the queue before their
call is answered.

Abandoned Calls: These are the calls that hit our queue, but they hang up before they
are answered.

First Point of Contact Resolution: The problem is resolved while they are talking to us
on the phone. We do not need to refer the matter to someone else or call them back. We
do not need to put an assignment on the HEAT Job.

Jobs logged in HEAT: Every call should be logged in HEAT, however since I know that
sometimes it is not possible we are aiming for at least 90%

Customer Satisfaction: This will be measured by surveys to customers. Randomly

selected from those who have logged a job with the helpdesk for that month.

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