Advice on general Information Technology matters

For written requests, within 10 working days of receipt of the request.

For complex issues where further work is required, an interim reply stating the likely time and work required will be provided within 10 working days.

Operation, management and support of a computer system including disaster recovery of mission-critical systems

As defined in a Service Level Document (SLD).

Enquiry on personal computer hardware and software through the hot-line or the electronic bulletin board

Advice will be provided over the telephone or the electronic bulletin board as appropriate.

For complex problems, solution or work-around will be provided within five working days.

Development of an Information Systems Strategy (ISS)

A work plan for an ISS study will be provided for agreement with the client within 30 working days after the endorsement of the proposal by the Administrative Computer Project Committee (ACPC).

Development of a computer system

Within 10 working days of the receipt of an initial request statement, discussion with the client on the proposal will commence.

Within 30 working days after the endorsement of request by ACPC, a work plan with tentative schedules for the feasibility study (FS) will be provided for agreement with the client.

Enhancement to an operational computer system supported by OGCIO

For minor enhancements, a work plan for implementation will be provided within 30 working days.

For major enhancements, the performance targets pledged for the development of a computer system are applicable.

Processing applications in relation to recognition under the Electronic Transactions Ordinance (Cap. 553) (the Ordinance)

The following performance pledges are based on the assumptions that :

1. all the particulars and documents required for an application have been submitted and are complete and in order; and
2. there is no specific issue in an application that renders the related performance pledge not achievable.