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Your location: Performance > Outcome 1 > Output 1.2 > Quality and quantity information

OUTPUT 1.2: Secure government communications and security of overseas missions

Output 1.2 Quality and quantity information

Quality indicators

Quantity indicators

Client satisfaction with secure communications network and telecommunications infrastructure

The department’s two ICT branches—the ICT Services and Domestic Property Branch (ISB) and the ICT Planning and Development Branch (IPB)—continued to provide a high level of service to departmental staff and other agencies. A new ICT services framework in the form of a Memorandum of Understanding (MOU) was negotiated with agencies. The MOU is based on industry best practice and is to be formalised after procedural requirements have been completed. The introduction of Marval, an information services management tool, improved the department’s capacity to manage ICT incidents and provide system performance reports to management. Agency briefing sessions were conducted on the department’s ICT asset refresh program and other system enhancements.

The growth of the Secure Australian Telecommunications Information Network (SATIN)

The use of SATIN High by other government agencies has continued to increase. In Australia, 27 partner agencies now use SATIN High on 393 terminals. At overseas missions, there are 2465 non-DFAT user accounts on SATIN High and Low.

Client relationship management

The Client Services Section participates in regular meetings with partner agencies and provides feedback to the ICT branches. A new client satisfaction survey format has been developed and the first SATIN-wide user survey is to be undertaken early in 2008–09.

Regular meetings with clients from other agencies have provided constructive feedback on the department’s level of service. Briefings were held in September 2007 to provide information and gather feedback on the new SATIN system. Responses from other agencies were overwhelmingly positive.

The change of government in December 2007 saw the department increase ministerial support services. We now provide IT support to two ministers and three parliamentary secretaries. Ministers and ministerial office staff expressed their appreciation for the prompt and efficient service delivered during the changeover.

Departmental committees, such as the Information Technology Strategy Committee, the Technical Advisers’ Group and the Consultative Committee on Information Management (CCIM), were effective mechanisms for internal feedback and policy formulation. This year, CCIM raised a number of issues that have resulted in amendments to projects as part of the SATIN refresh.

Regional management and heads of mission meetings, post liaison visits, and divisional and post evaluation processes all provided opportunities for staff at posts to provide feedback on ICT systems and training.

This year clients raised approximately 72 000 service requests through the Global Support Centre (GSC). In excess of 80 per cent of the incidents raised were resolved within the service level time frame. Inquiries raised via the GSC range from simple password resets to complex ICT problem identification and rectification. The GSC resolves the majority of these service requests at first contact.

Availability and reliability of communications

The department is in the second year of a four-year ICT asset refresh program. The program comprises four major projects and involves a substantial redesign of elements of the department’s global communications network to meet its evolving business needs. The four projects cover the replacement of router and switch equipment, the consolidation of servers, the rollout of a new IP telephone system integrated with the SATIN Low desktop, and the refresh of the SATIN desktop itself. In addition to completing the design of the projects, the department replaced routers, switches and telephone systems at 24 posts, and installed improved backup communications at eight posts.

Client satisfaction with security of overseas missions

Posts were responsive to our advice on evolving security situations. Our services to posts were underpinned by a proactive approach towards security threats and risks, inspection advisory visits at short notice, and enhancements to physical security.

We received consistently positive feedback from key partner agencies represented in the Inter-Agency Overseas Security Forum, particularly in terms of the value they placed on regular dialogue on overseas security situations and our responses to them. Agencies expressed support for our consultative approach and the security measures we implemented to safeguard staff and assets.

Quantity information for output 1.2

Indicator	2007–08	2006–07
Number of posts and Australian Government entities with access to the secure communications network and secure telecommunications infrastructure	116	116
Number of client agencies receiving ICT services	33	29
Types of services:
Number of cables	185 423	187 690
cables to posts	83 766	76 242
cables from posts	101 657	111 448
Cables printed and distributed to other agencies	323 594	295 388
Number of visits to overseas missions to address protective security issues	125	134
Number of security clearances and reviews processed	846	899

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