Page 13 - GSD News Magazine Nov 2017 Year in Review

Customers

Proactive Delivery

M eanwhile in the “Value Delivery” space we’ve seen some great results.

“Proactive Delivery” metrics are a measure of the work done for our Datacentre Care customers. These
include proactive deliverables like account support plans, firmware analysis and True Up tasks. If these
tasks aren’t done on time it can put the customer environment at risk as well as we risk our ability to
meet contractual delivery obligation which can lead to customer dissatisfaction – and we all know that’s
something to be avoided!

The team has seen exceptional improvement in Proactive Delivery metrics across all of South Pacific in
FY17 and resulted in South Pacific being recognised in the “Best Improved Award Program”. Great work
everyone!

Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sept

Australia 58.8% 61.5% 47.8% 63.6% 76.7% 55.7% 100% 100% 100% 97.7% 90.2%

New Zealand 28.6% 37.5% 27.3% 40.0% 81.8% 53.8% 100% 100% 100% 100% 100%

TARGET 80% 80% 80% 80% 80% 80% 80% 80% 80% 80% 80%