HSBC 2006 Annual Report Download - page 120

HSBC HOLDINGS PLC
Report of the Directors: Financial Review (continued)
Key performance indicators / Financial summary
118
IT performance and systems reliability
HSBC tracks two key measures of IT performance,
namely, the number of customer transactions
processed and the reliability and resilience of Group
systems measured in terms of service availability
targets.
The number of customer transactions processed
is a measure of the ease with which customers can
access IT-developed and supported systems, the
extent to which these systems meet customer
expectations and the success of the Group’s IT
function in meeting straight-through delivery
processing targets.
Customer transactions processed
1 Interactive voice response system
HSBC’s IT function establishes with its end
users service level agreements for systems
performance (e.g. systems up-time 99.9 per cent of
the time and credit card authorisations within two
seconds) and monitors the achievement of each of
these commitments. The following chart shows the
percentage of time throughout the year IT has
consistently achieved all of its service level
commitments. It is intended that comparisons of
these numbers will be provided in the future.
Percentage of IT services meeting or exceeding
targets in 2006