Interfront 2025 Annual Report

47 PERFORMANCE REPORT INDICATOR 1.5 PROVIDE EFFECTIVE SUPPORT SERVICES TO OTHER CUSTOMERS BASED ON CONTRACTUAL AGREEMENTS WITH THEM In line with Interfront’s commitment to equitable service delivery and operational excellence, the organisation dedicates the same level of support to smaller clients as it does to its larger counterparts. Service level agreements are in place and rigorously upheld, ensuring that consistent, high-quality support is provided regardless of client size. The last renewal of the ADA agreement expired at the end of December 2024. ADA has confirmed that they no longer require Interfront’s services, as they have modernised their internal systems. Going forward, a new service provider will take over and the Interfront system has been archived accordingly. ADA: The Annual Performance Target has been achieved six times and partially achieved twice since the 2017/2018 financial year. OTHER: The Annual Performance Target was introduced in the 2024/2025 financial year, however there are currently no additional agreements in place to measure support services; these will be expanded in line with the Expansion objective. OUTCOME Provide effective software support services to customers based on Interfront’s contractual agreements with them. OUTPUT Service Levels are met as contained in Contractual Agreements: ADA and Other. OUTPUT INDICATOR Reports show that support services as per Interfront’s contractual obligations are met ADA and Other. 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 ADA: ACHIEVED OTHER: New measure from 2024/2025 AUDITED ACTUAL PERFORMANCE 2023/2024 ADA: ACHIEVED OTHER: New measure from 2024/2025 PLANNED ACTUAL TARGET 2024/2025 Meet Interfront’s contractual obligations regarding support services. Meet Interfront’s contractual obligations regarding support services. ACTUAL ACHIEVEMENT 2024/2025 Up to the end of December 2024 when latest renewal of the Interfront/ADA agreement terminated and not renewed by ADA. There are currently no other agreements in place to measure support services; however, these will be expanded in line with the expansion objective. ACHIEVED N/A DEVIATION FROM PLANNED TARGET TO ACTUAL ACHIEVEMENT 2024/2025 REASON FOR DEVIATION