Q1 - GROUP PERFORMANCE REVIEW

ICT
27 April 2021
 Customer Service
• Customer Satisfaction Survey is bi-annual - Changing this to quarterly surveys.
• Problem resolution sometimes taking longer than 5 days. Based on reports from the
Helpdesk system.
• Take up of the Helpdesk system has been slow users still emailing individuals.

Action Plans:-
• Email communication and demonstration of the Helpdesk.
• Enforce the “No Ticket No Support” Policy.
• Upgrade/replace IT infrastructure to curb the number of support tickets.
 SAP Implementation
• HANA Migration – Completed on 9 April 2021
• Implementation – Upload of Chart of Accounts and Opening Balances is ongoing
• Capturing – currently exploring excel bulk import from Pastel to be completed by
end of this week.
• SAP Add-ons –
• Began CCI UAT on 21 April, Wednesday last week – to run for two weeks.
• Began CIS UAT on 26 April, Monday this week – to run for two weeks.

Challenges
• Unavailability of users.
• New requirements that change and increase scope.
• Unforeseen technical issues especially after the HANA DB Migration.
SAP Project Status Report
 Highlights
Financial Customer Internal Processes Learning Innovation and Growth

Jan • 13.6% cost • Attend to all customer • Restored crushed CIS Server. -
reduction on requests within 8 hours. • Expansion of the Online Call Center
internet services. • Consistent Remote Services.
support to users. • Increased Bandwidth from ISP (from
20Mbps to 30Mpbs)

Feb • 13.6% cost • Communicate systems
reduction on changes to all affected
internet services. users at least 24 hours
prior to implementing
the changes.
• Onboarding of 27 new CIS Laptops
• Constitution of ICT Advisory Committee
• ICT Strategic Plan.
• RAM upgrade for 14 Laptops (CIS,
Functen and HR)
• Zoom training to relevant
department administrators
• Electronic signatures for users

Mar • 13.6% cost • Improved support of • College and CIS websites development. -
reduction on online programs (BTM, Completion by 1 July 2021
internet services Roots, TEC etc) • Began upgrade of CIS online learning
platform (G-suite)

April • 13.6% cost • Installed the ICT Asset Management • Testing Project Management
reduction on System and Collaboration tools –
internet services • Completed SAP HANA Database currently considering Clickup
Migration.
 Internal and External Issues
Issues Effect Action Plans Q2
Rapid changes: • Negatively affecting effective service • Provide technical and personal skills
: - Technology landscape delivery training.
: - ICT Department (3 changes this quarter • Missed opportunities e.g. MS Power • :-
alone) dynamics 365 for C-Impact

Challenges with Church Mobile • Incorrect Bible reading schedule
Application • Failed podcast and church updates
upload.
• The developers are working on an
update of both the front end and the
backend of the app.
• Explore alternative platforms to host
church content

Strained Network and internet resources
Limited Wi-Fi coverage
• Covid pandemic has increased the
consumption of digital resources e.g.,
VC increasing resource requirement
• The ICT Strategy has a huge focus on
upgrading the Local Network to
improve network visibility and
security, coverage and bandwidth
management

Incomplete Boardroom VC setup
Incomplete Backup and DRP configuration
and documentation.
Full storage server
• Users requiring IT support every time
• Risk of data loss
• Longer recovery time from a disaster
• No space to store Ministry Media Data
• Engage finance on the release of
funds
• Test restore of the active DRP
• Upgrade the backup infrastructure
• Procure a new server that is scalable.
 Adequacy of Resources
Resources Adequacy

Human Resource Inadequate

Tools and Equipment Inadequate

Infrastructure Inadequate
 Risk Map
Likelihood Consequences

Insignificant Minor Moderate Major Catastrophic 5

1 2 3 4

Almost certain 5 Risk 5: Cyber Security

Likely 4 Risk 1: Inadequate ICT Risk 4: Workstation Risk 6: Hardware failure

Equipment. theft.

Moderate 3 Risk 2: Overrun SAP

Project timelines.

Risk 3: Lockdown due to

Covid 19.

Unlikely 2

Rare 1
 Risk Map Cont’d
• Add RAM and SSD storage to Laptop workstations.
• Replace all desktops with laptops.
• Develop a new policy for minimum specifications policy for future computer equipment
acquisitions.
• Develop and Implement the Disaster Recovery Policy.
• Purchase a new and larger capacity Storage Server for CMedia
• Install device tracking system on all our laptops and mobile devices
• Develop a more comprehensive ICT equipment release and handling policy.
• Upgrade network with relevant Network Security requirements.

The End