Our Engagement Model

In our efforts to forge a partnership with business we have designed an engagement model that enables us to interact with business at both the strategic and operational level. The diagram below is how the IT division interact with business and its external stakeholders.

For support of the day-to-day operations; the ICT Service Desk is our single point of access into the ICT Division. This will enable the IT Service Desk to log and prioritise your IT service requests. The service desk will then assign your request to an IT technician to attend to your request. The IT service Desk will track your request and make sure that it is resolved timeously.

For the management of IT service delivery to the Divisions we adopted a three-pronged engagement model (i.e. Service Delivery meetings; Project meetings and Ad-hoc meetings) that ensures adequate monitoring of services while allowing the flexibility to accommodate changing business needs.

• The purpose of the Service Delivery meeting is for ICT Division to engage with the management of each Division to gain an understanding of their business, their goals and priorities. The platform also creates the opportunity for planning together as well as monitoring all divisional ICT service requests.
• The purpose of the project meetings is to monitor progress on ICT projects.

• Ad Hoc meetings allow for the flexibility required when business exists in a rapidly changing environment.

For strategic monitoring; the ICT Steering Committee; as the subcommittee of Exco, serves as the primary tactical governance platform to monitor the implementation of the IT Strategy