Interfront 2025 Annual Report

46 INTERFRONT ANNUAL REPORT 2025 INDICATOR 1.4 PROVIDE EFFECTIVE SUPPORT SERVICES TO SARS ON: CUSTOMS, eFILING, MOBIAPP AND e@SYFILE SARSSupport andMaintenance: To provide continuous support andmaintenance for Interfront software 24/7/365 in strict adherence to the Service Level Agreement (SLA). This entails a commitment to promptly address any issues, implement updates, and proactively monitor the system to meet or exceed the SLA’s performance benchmarks. Interfront’s dedicated team of experts is on standby to ensure the reliability and availability of the Interfront software, minimising downtime and maximising operational efficiency to meet SARS’s evolving needs. THIS SUB-PROGRAMME ALIGNS WITH SARS’S STRATEGIC OUTCOMES BY: • Making it Easy for Taxpayers & Traders to comply with their obligations. • Increasing and expanding the use of Data within a comprehensive knowledge management framework to ensure integrity, drive insight and improve outcomes. • Modernising systems to provide Digital and Streamlined online services. CUSTOMS: The Annual Performance Target has been consistently achieved since its introduction in the 2017/2018 financial year. EFILING & MOBIAPP: The Annual Performance Target was not achieved upon its introduction in the 2022/2023 financial year but has been successfully met over the past two financial years. E@SYFILE: This objective has been achieved since its introduction in the 2023/2024 financial year. OUTCOME Provide effective support services to SARS on: Customs; eFiling, MobiApp and e@syFile. OUTPUT Meeting the service levels for each month of the financial year as contained in the Service Level Agreement (SLA). To ensure smooth operations, compliance, and user satisfaction across these systems. OUTPUT INDICATOR Monthly SLA reports show that service levels are met. REASONS FOR REVISIONS TO THE OUTPUTS/INDICATORS/ANNUAL TARGETS No revisions were made to the outputs, indicators, or annual targets. AUDITED ACTUAL PERFORMANCE 2022/2023 Customs: ACHIEVED eFiling and MobiApp: NOT ACHIEVED e@syFile: New measure from 2023/2024 AUDITED ACTUAL PERFORMANCE 2023/2024 Customs: ACHIEVED eFiling and MobiApp: ACHIEVED e@syFile: ACHIEVED PLANNED ACTUAL TARGET 2024/2025 Customs: Meet SLA Targets. eFiling and MobiApp: Meet SLA Targets. e@syFile: Meet SLA Targets. ACTUAL ACHIEVEMENT 2024/2025 ACHIEVED DEVIATION FROM PLANNED TARGET TO ACTUAL ACHIEVEMENT 2024/2025 REASON FOR DEVIATION