5 November 2024
Michael Ward
By email: [FYI request #28536 email]
Tēnā koe Michael
We refer to your request for information under the Official Information Act 1982 (the Act) received
26 September 2024, in which you have asked for information in relation to IT services at Massey
University. I respond to each part of your request as follows:
1. a copy of the Service Level Agreement between IT services and students of Massey University
This part of your request is refused as the information does not exist. There is no Service Level
Agreement between IT services and students of Massey University. (Section 18(e))
2. the number of requests made to IT services in 2019
3. the number of requests made to IT services in 2020
4. the number of requests made to IT services in 2021
5. the number of requests made to IT services in 2022
6. the number of requests made to IT services in 2023
7. the number of requests made to IT services in 2024
8. the average resolution time of requests made to IT Services in 2019
9. the average resolution time of requests made to IT Services in 2020
10. the average resolution time of requests made to IT services in 2021
11. the average resolution time of requests made to IT services in 2022
12. the average resolution time of requests made to IT services in 2023
13. the average resolution time of requests made to IT services in 2024
Information relating to items 2-13 is provided in the following tables. Please note:
This includes all incidents and service requests assigned to IT Service teams and logged in
the IT service management system from 2019 until 17 October 2024 and subsequently
resolved.
Events categorized as Maintenance, Work Request or Project are reported separately as
they are expected to take longer to complete than standard incidents and requests.
In all cases average time to resolve excludes evenings, weekends and public holidays.
Incidents (break/fix)
Year logged
Total Incidents
Avg SLA time to
resolve (hours)
2019
14911
91
2020
13766
80
2021
14271
89
2022
12676
69
2023
12355
50
2024
8772
22
Total
76751
Service Requests
Year logged
Total Service
Avg SLA time to
Requests
resolve (hours)
2019
39852
80
2020
42234
65
2021
35122
58
2022
31169
53
2023
27826
39
2024
19391
22
Total
195594
Work Requests
Work initiated by customers but outside IT Services’ standard services. Can be either Incidents
or Service Requests.
Year logged
Total Incidents
Avg SLA time to
resolve (hours)
2019
39
368
2020
30
119
2021
44
126
2022
10
86
2023
11
402
2024
1
0
Total
135
Year logged
Total Service
Avg SLA time to
Requests
resolve (hours)
2019
242
861
2020
280
983
2021
342
684
2022
162
655
2023
118
429
2024
91
173
Total
1235
Maintenance Requests
Logged by IT Services staff to record and track required maintenance activities. Service Requests
only.
Year logged
Total Service
Avg SLA time to
Requests
resolve (hours)
2019
2989
307
2020
2895
398
2021
2599
265
2022
2973
217
2023
2970
94
2024
2442
33
Total
16868
Project Requests
Used by ITS staff to record and track actual time spent on project activities on a given project.
Service Requests only.
Year logged
Total Service
Avg SLA time to
Requests
resolve (hours)
2019
86
2158
2020
49
2394
2021
91
2868
2022
84
1957
2023
69
779
2024
11
205
Total
390
14. all correspondence (emails, Teams, Signal, Whatsapp, etc) between IT services team members
regarding resolution time or level of service.
The University cannot provide you with all correspondence between IT services team members
regarding “resolution time” and “level of service” without substantial collation or research.
We have undertaken a preliminary assessment of the time involved in meeting this part of your
request. For a single IT services team member using the search term “level of service” for email
communications only, we identified 300 emails potentially within scope. There are
approximately 200 staff within the IT services team. Therefore, we estimate that for this single
communication channel, a manual review of approximately 50,000-60,000 individual items of
correspondence would be required in order to determine whether that information is within the
scope of your request. We would then need to retrieve, extract and assemble each item deemed
within scope. Note that this estimate is limited to a single communication channel and only for 1
of the 2 search terms provided.
We have considered whether applying a charge would assist in processing this part of your
request, however the work could not easily be completed or backfilled by temporary staff, and
to divert resources from the IT services team would have a substantial and unreasonable impact
on the other operations of that department.
We also do not believe an extension to the timeframe for this request would enable us to
undertake this work, as the workload pressures facing this team are not expected to abate, nor
are there likely to be additional resources become available to undertake this work.
Therefore, this part of your request is refused in accordance with section 18(f) of the Act.
15. copies of all complaints received by IT services
The University cannot provide you with copies of all complaints received by IT Services without
substantial collation or research. There is no single channel through which a complaint would be
logged and stored, noting that the IT service management tool uses various categories for
requests and faults logged by the business and there is not a ‘complaints’ category.
Having taken into account the number of staff, communication channels and complexity in
identifying information that may fall within the scope of this part of your request, in addition to
considering whether it could reasonably be completed through applying a charge or requesting
an extension of time to provide this, we do not consider either of those options to be viable and
are therefore refusing this part of your request in accordance with section 18(f).
However, in this case because other parts of your request relate to service delivery and support,
we have tried to partially meet this part of your request by providing correspondence regarding
complaints held by the current Manager Support Services (the most likely avenue for service
related complaints to be received). That information is provided in the attached PDF file. Please
note that redactions have been applied to protect the privacy of natural persons in accordance
with section 9(2)(a) of the Act.
We trust this is the information you require. Please be advised of your right to seek an
investigation and review by the Ombudsman of this decision. Information about how to make a
complaint is available at www.ombudsman.parliament.nz or freephone 0800 802 602.
Ngā mihi,
Jodie Banner
Director Governance and Assurance
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