23 October 2024
Michael Ward
By email: [FYI request #28533 email]
Tēnā koe Michael
Official information request regarding Digital Solutions
I refer to your request for information under the Official Information Act 1982 (the Act)
dated 26 September 2024:
“Under the Official Information Act, I request the following information:
−
a copy of the Service Level Agreement between Digital Solutions and
students of Victoria University of Wellington
−
the number of requests made to Digital Solutions in 2019
−
the number of requests made to Digital Solutions in 2020
−
the number of requests made to Digital Solutions in 2021
−
the number of requests made to Digital Solutions in 2022
−
the number of requests made to Digital Solutions in 2023
−
the number of requests made to Digital Solutions so far in 2024
−
the average resolution time of requests made to Digital Solutions in 2019
−
the average resolution time of requests made to Digital Solutions in 2020
−
the average resolution time of requests made to Digital Solutions in 2021
−
the average resolution time of requests made to Digital Solutions in 2022
−
the average resolution time of requests made to Digital Solutions in 2023
−
the average resolution time of requests made to Digital Solutions so far in
2024
−
all correspondence (emails, Teams, Signal, Whatsapp, etc) between Digital
Solutions team members regarding resolution time or level of service.
−
copies of all complaints received by digital solutions”
Te Herenga Waka does not have a Service Level Agreement between Digital Solutions and
it’s students. Therefore this aspect of your request is refused in accordance with s18(e) of
the Act as the information does not exist. However we have attached the Digital Solutions
Service Catalogue which includes the Digital Solutions Service Management Standards.
Please note, some information has been redacted from this document in accordance with
s9(2)(a) of the Act in order to protect the privacy of natural persons.
Information regarding the number of requests and average resolution time is contained
in the table below. Please note, these times include requests received that have a pre-
defined workflow behind them. In some cases the pre-defined workflow includes a delay
until a specific date. For example, a request to move a printer could be received two
months in advance of the date the printer is required to be moved. The workflow would
schedule the action for the applicable date and the request would remain open until the
action has been completed.
The times are also inclusive of requests that may be considered ‘complete’ from a
customer perspective but have remained open for administrative purposes. This means
the average resolution time may not necessarily representative of the actual customer
resolution time.
Type
Year
Number
Average resolution time of requests
(minutes)
Requests made to DS
2019
12080
330455
2020
12377
113988
2021
13218
131551
2022
15312
38609
2023
13558
52985
2024
11820
25902
Calls made to DS
2019
70080
8413
2020
61570
10257
2021
54871
7164
2022
49051
16514
2023
46446
10024
2024
33871
7009
Digital Solutions has received 73 complaints in the period 2019-2024. Copies of
complaints and correspondence regarding resolution time or level of service cannot be
made available without substantial collation or research. Therefore these aspects of your
request are refused in accordance with s18(f) of the Act.
You have the right to seek an investigation and review by the Ombudsman of the
decisions made regarding this request. Information about how to make a complaint is
available
at www.ombudsman.parliament.nz or freephone 0800 802 602.
If you wish to discuss this decision with us, please feel free to contact me at
[VUW request email].
Ngā mihi nui
Blair Doherty
Senior Advisor, Official Information and Privacy
Legal Services
Te Herenga Waka—Victoria University of Wellington
