On the internal processes perspective, challenges encountered included difficulty in adhering to the Service Level Agreement, prescribed turnaround times, and turnaround time on filling vacant posts; and availability of the system and increase in the number of ICT related complaints. In dealing with the above, the Department has undertaken to develop and implement checklist; monitor performance on a monthly basis; review and implement Service Catalogue; place adverts within two weeks of termination notification; and establish helpdesk and system for recording and monitoring ICT related incidents.