On January 12, 2024, the National Agricultural Research Organization (NARO) took a significant step towards achieving IT excellence under the leadership of Dr. Stevens Kisaka, the Director of Corporate Services. In a collaborative effort, NARO engaged in a comprehensive benchmarking exercise with the Directorate of ICTS Support (DICTS) at Makerere University, situated in Kampala, Uganda, East Africa.
The benchmarking process meticulously scrutinized various aspects of Information and Communication Technology (ICT) to ensure alignment with industry standards and best practices. Key areas evaluated included ICT Governance, Services Offered, Best Practices, End User Support, Disaster Recovery Plans, and a thorough exploration of the Data Centers at Makerere University.
ICT Governance Evaluation
The benchmarking exercise assessed the effectiveness of governance structures and processes in place at DICTS-Mak. The goal was to ensure the strategic alignment of IT with organizational goals, reinforcing the importance of robust governance in the realm of information technology.
Services Offered Assessment: DICTS-Mak’s array of services came under scrutiny, focusing on their relevance, efficiency, and overall contribution to the institution. The benchmarking aimed to identify areas of improvement and adherence to industry standards for service delivery.
Best Practices Benchmarking
The benchmarking process included identifying and benchmarking against industry best practices to enhance operational efficiency and service delivery. This step ensured that both organizations could learn from successful models and incorporate them into their own strategies.
End User Support Evaluation
Assessing the quality and responsiveness of end-user support services was a crucial aspect of the benchmarking. The aim was to guarantee a seamless and positive experience for all users, emphasizing the importance of user satisfaction in IT service provision.
Disaster Recovery Plans Review
Reviewing the robustness of disaster recovery plans was undertaken to ensure the resilience and continuity of critical IT services in unforeseen circumstances. This step highlighted the commitment to safeguarding against potential disruptions.
Data Centers Tour at MAK
A comprehensive tour of the data centers at Makerere University provided insights into infrastructure, security measures, and technological advancements in place. This exploration aimed to enhance understanding and foster technological growth.
The collaboration between NARO and DICTS-Mak underscores a shared commitment to enhancing operational efficiency, adopting best practices, and fostering a culture of continuous improvement in information technology. Dr. Stevens Kisaka’s leadership during this benchmarking exercise emphasizes the importance of collaboration and knowledge-sharing among institutions for mutual growth and development.
The benchmarking sessions were conducted with the highest level of professionalism and diligence, fortifying the existing relationship and paving the way for potential collaborative initiatives in the future. Both NARO and DICTS-Mak are poised to leverage the valuable insights gained to enhance their respective IT strategies, governance frameworks, and service delivery models.
