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Sasol IM Services our performance 2012

information, powering new frontiers


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table of contents 01 message from Heather 02 IM Services operating model 04 our IT environment at a glance 06 our structure and leadership 08 delivering value through IT projects 10 connectivity and collaboration on the move 13 infrastructure services 14 sustainable IT projects 18 reporting going forward 19 saluting wellbeing 20 giving back 21 acknowledgements

who we are

2011 2012 66

70

Global IT user base

27 691

32 190

South Africa

24 421

27 690

International

3 270

4 500

Countries

38

38

BUs

17

17

Number of IM services employees

2011 - Facts and figures are applicable for the period - 1 January – 31 December 2011, unless otherwise specified 2012 - Facts and figures are applicable for the period - 1 January – 31 December 2012, unless otherwise specified


a message from heather

discover innovation Dear IM Services team Once again, we have made it through another year, with its own challenges and noteworthy ups and downs. I would like to express my sincere thanks to this team, for all your hard work during these past 12 months and for achieving the daring goals that we had set for ourselves. I am really proud that we delivered on a number of huge challenges. I have also noticed a marked increase in positivity from the team and in the perception of our services from our enduser base. Thank you!

“Congratulations! Today is your day. You’re off to Great Places! You’re off and away!” ~Dr. Seuss~

As a team, we have also experienced several personal and health challenges. I trust you will all take care in 2013, to strive towards fitter, healthier and happier lives. Let’s ensure that work becomes a positive experience for each and every one of us and your contribution to achieving the new goals that we set ourselves will be hugely valued and appreciated. Please enjoy this IM Services Yearbook. It has been made especially for you to reflect on the impact that you have made to achieving good and great things, and to inspire you to continue to deliver value to our business. Best regards Heather Fuller

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global view of IM Services operating model

Americas

South Africa ~28 000 users

~1 000 users

Global

Site

Europe

Region

~3 500 users Regional IM Services Operational Manager


our global presence 3 sasol IM services 2012 review


fast fact: faxes: During October 2012, 97 915 faxes have been sent to 5 836 numbers livelink: Average users p.m:  5 823 | Average transactions p. m:  3 660 256 Transactions per user p.m:  629 | Transactions per user per day:  21

our IT environment at a glance No. of mailboxes No. of emails received p.m. (SA)

2011

2012

27 948

31 860

12 000 000

20 800 000 17 479 196

No. of emails sent p.m. (SA) No. of distribution lists No. of SPAM emails blocked p.m. (average)

4 181

4 254

3 000 000

809 963 900 732

No. of faxes sent

38

38

1 456

1 448

242

297

929 Mbps

1 285 Mbps

2 057

2 302

234

270

Storage capacity (terabytes) p.m.

429.25

672.77

Backed up data (terabytes) p.m.

642.18

746.73

36 Mbps

70 Mbps

60

104

9 784

59 000

No. of data centres No. of servers globally No. of wireless network points WAN infrastructure (RSA) No. of LAN network switches No. of LAN network switches (refreshed)

Internet bandwidth No. of IT services on IM service catalogue No. of requests logged on IM service catalogue

email content filtering: incoming October 2012 Volume (mb)

Volume (mb)

Virus

440

30

Spam

779 941

56 978

Other

24 739

34 393

6 175 554

961 900

4 207

1 315

Delivered Undelivered

6 984 881 2011 - Figures measured at 30 Nov 2011, unless otherwise specified | 2012 - Figures measured at 30 Nov 2012, unless otherwise specified

1 054 616


fast facts on customer satisfaction levels: 20 802 more surveys sent - period 1 Jan until Dec 2012 | 0.5% increase in surveys returned | Compliments lower by 40% | Escalations lower by 36% | Complaints lower by 46%

our IT environment at a glance 2011

2012

2 535 1 155 379 146 304 3 700

3 429 1 754 688 552 199 4 386

No. of managed cellular contracts

0

8 925

No. of BT meet me clients

0

5 231

No. of laptops / desktops

15 900

18 274

170

180

1 300

1 278

64 296

64 296

0

2

IM service desk

2011

2012

Total no. of calls logged

329 580

339 283

22 000

28 273

Total no. of incidents logged

132 640

136 969

Total no. of requests logged

125 577

111 191

95%

98%

Customer satisfaction levels

2011

2012

No. of survey questionnaires requested

225 475

246 277

22 684

26 083

No. of compliments received

523

315

No. of escalations received

934

611

No. of complaints received

1 502

806

Customer satisfaction level (on average)

95%

95%

No. of Mobility devices Blackberry ActiveSync iPhone iPad Nokia eMail Sasol Connect

No. of DELL machines refreshed per week No. of certified desktop applications IT carbon footprint (metric tons CO ďż˝ ) No. of TelePresence devices

service desk at a glance No. of average calls per month

First level resolution rate

No. of responses received

5 sasol IM services 2012 review


our structure and leadership

As part of our efforts to continuously improve on the service delivery to our valued customers, we revised the IM Services operating model during the last quarter of 2012. We reaffirmed our vision statement to “provide total visibility and control of the operating environment” and our behaviour is guided by our common purpose to “provide IT services that work”. The new model enables us to have a focused approach to serve our customers with excellence, pride and commitment.

The new operating model has five distinct focus areas, i.e.

transforming the IM Services’ operating model purpose statement “We provide IT services that work”

vision statement “Total visibility and control of the operating environment” “One Sasol”

To build Sasol intellectual property and capability through key skills and resources To strengthen the IM Engine Room through more effective and handson IM service delivery to the Sasol Group To focus on the customer by having a customer-centric orientation to supplement the technical focus already in place. This will be done by shifting the mindset from managing delivery against SLAs to the proactive and incremental improvement of the IM customer experience. To focus on future growth, supplemented by additional geographies and the drive towards “One Sasol” principles globally. This focus area will be driven by global service ownership and increased service support for high-growth business units. To contain cost and manage spending where possible.


IM Services’ operating model End User Customer Satisfaction

Customer care

Operations Maintenance

End User Support (including Workspace and Walk-in Centres, Mobile Administration)

Communication

Service Infrastructure Management

Service

Printing

Software Management

Service Ownership

Process & Reporting

PCs & Mobile Devices

Networks & Video Conferencing

Servers, storage & data centres

The engine room (back-of-house)

Services Operations Management Configuration & Change

ESM & Reporting

Incidents & Problems

Service Security

The hands and feet that drive the engine room

Service Level Compliance & Continuous Improvement

End User

Service Delivery Management

Continuous improvement

Project Management

Service Projects & Operations Maintenance

ICT Assurance (GRC, Assets & Process & Quality)

ICT Services Financial Management Supplier Performance Management

The face of IM Services (front-of-house)

Service Catalogue Portal

Service Desk The checks & balances & relationship managers (head office)

ICT Supplier Relationship Management

Services & Supplier Management

Service Catalogue Management

Customer Services Management

other 3rd parties Internal ICT Services (TSS)

Networks & Security

Workspace

Back-office & APS

SAP

Specialised Services

IM Services leadership structure General Manager IM: Services Heather Fuller

Senior Manager IM: Service Operations

Senior Manager IM: Service Delivery

Senior Manager IM: Services Supplier

Senior Manager IM: Services Support

Eric Slaghuis

Des Jacobs

Zaidah Goosein

Attie Roos

Senior Manager IM: Customer Service

Senior Manager IM: End-User Support

Senior Manager IM: Service Infrastructure

Vikash Gokul

Manuel Nobrega

Acting - Buks de Jongh

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delivering value through IT projects “The migration of more than 25 000 users and 17 000 associated computers from the SasolCorp domain to the new SasolSCD domain demanded a dedicated and concerted effort of 32 project team members”

delivering long-term value

supporting sasol’s global footprint strategy

The technology and infrastructure to support Sasol’s global footprint is delivering long-term value to our shareholders and employees. IM Services’ customer-centric philosophy created the platform for our decision to migrate SasolCorp users to one single SasolSCD domain. The consolidation of South African and Asian users on one single domain puts us in a strategic position to integrate our global and local information systems. User accounts moving around between geographical sites are now seamless with minimal disruption to our customers. Access to global addresses and calendars will now be simplified.

We have designed and are implementing the International Servicing Hubs based on the “One Sasol” concept to support Sasol’s global footprint. The IM Services  Global Operations Model, which is inclusive of standardised governance, processes, procedures and technology blueprint will underpin Sasol’s long term strategy.    The implementation of the International Servicing Hubs is aligned to the Global IM organisation, and combines the disparate and independent information technology infrastructure into a new consolidated and upgraded infrastructure. Although the International Servicing Hubs will be hosted by one of our international businesses, customers will be supported by local technical expertise in each country.    Phase 1 of the project is focused on the establishment of the European Hub, located in Hamburg, Germany. This includes the consolidation of 56 diverse locations, with users being migrated into the single Sasol SasolSCD domain. 

The migration of more than 25 000 users and 17 000 associated computers from the SasolCorp domain to the new SasolSCD domain demanded a dedicated and concerted effort of 32 project team members. With a high team spirit and thousands of phone calls and tens of thousands of emails and SMSs to our customers, the project was successfully completed over a period of 18 months. The last migration was concluded on the 22nd of May 2012. An incident rate of 197 calls per 1 000 users migrated (19.7%) was recorded, with a total of 4 961 calls logged and resolved during the migration.

This consolidation will allow users across the globe to see free/busy schedules and global address books.  Additional benefits include established data centres securing information with trusted backups and restore capabilities, standard service offering across international sites, improved connectivity for local and travelling users, and support for IM Services operational capabilities, such as connectivity and mobility.   The direct economic impact relates to a reduction in operational cost for users in the United Kingdom by  R11 million per annum. 


desktop refresh Out of warranty machines can be problematic, slow because of their age, costly and timeconsuming to maintain. The refresh of personal computers (PCs) which are no longer under a three year warranty allows our customers to stay up to date with the latest hardware, operating system, and possibly new versions of software.

For the period 7 July 2011 to 30 December 2012, 9 734 machines were refreshed as part of a continuous refresh cycle. There are still 1 190 machines out of warranty, with more coming out of warranty every month.  

DELL refresh project dashboard business unit out of warranty

refreshed

8

72

Gas

12

112

Infrachem

54

587

Mining

21

1363

3

6

Nitro

27

239

Oil

27

527

Polymers

118

530

Sastech

208

1290

SGS

494

2300

49

399

SSI

7

80

SPI

26

130

133

1814

Wax

3

263

TOSAS

0

22

Totals

1190

9734

ChemCity

New Energy

Solvents

Synfuels

9 sasol IM services 2012 review


connectivity and collaboration on the move mobility explosion are you part of it? With mobility on the move, and customers using mobile devices for work purposes, IM Services must manage the demands associated with the explosion of  the mobile device industry and the increased usage in the Sasol environment. The upsurge and vast application of smart phones and tablets in our organisation poses a large challenge to managing business information stored on these mobile devices.     To secure, monitor, manage and support mobile devices against the risk of being lost or stolen, IM Services is in the process of implementing a Mobile Device Management solution. By doing so, we are addressing potential security challenges involved in employees using their mobile devices to access Sasol’s resources, browse the Internet, participate in social networking or download apps and information.  

Device usage: Top 5 smart phone and tablet devices in the Sasol environment:

2011 Oct 2011

2012 Oct 2012

iPhone

379

iPhone

688

NokiaEmail

304

iPad

552

iPad

146

NokiaEmail

199

HTC Snap

75

Samsung GTI9100

41

Android

31

Samsung GTP7500

41

2011 2012

iPhone

iPad

Nokia email 0

100

200

300

400

500

Device usage: Top 3 devices - October 2011 vs. October 2012

600

700

800


curb threats from the world wide web The sheer size of Sasol as an international company, comprised of a number of strategic divisions with various information requirements, poses potential security risks and threats from web-based applications and interfaces. To eliminate these threats, a vital security defence that can keep up with the latest web-based threats has been implemented. Not only did the Blue Coat web filtering technology stabilise the internet service, but it also improved Internet security and provided quicker search functionality on web pages. The security software enabled IM to manage and monitor internet behaviour through the blocking of malware and the filtering of entire categories of content, such as pornography or gambling and block specific web sites through strict policy controls. With our focus on Sasol’s growth agenda, the internet bandwidth has been upgraded from 36 Mega bits per second (Mbps) to 70 Mbps. The improved Internet data transfer capacity will improve on productivity and quality, and enhance the customer experience.

new contracting model for cellular devices The Cell Phone Administration Team transferred from Sasol Shared Services to IM Services in July 2012  as part of our Unified Communication strategy driven by IM.   The transfer  into the IM Services environment simplifies the way in which we share information and improves collaboration within our organisation and with customers, partners and suppliers. The team manages 8 925 mobile device contracts, provided by four service providers, for eight Business Units in Sasol.   Since the introduction into IM Services, 2 488 calls have been logged at the Call Centre with queries ranging from providing support, checking contract upgrade terms, and confirming device delivery.  To enhance and support our customer-centric orientation, the current service providers are in the process of being reviewed and additional support centres are being established in Sasolburg and Rosebank. This will reduce costs and improve service delivery in the long term.

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communication on the move The Unified Communications and Collaboration (UCC) Programme in IM represents a single vehicle for the deployment of communication technology and strategies within Sasol. It includes and supports the integration of real-time communication services, such as instant messaging (chat), presence information, telephony (including IP telephony), video conferencing and call control with non-real-time communication services, i.e. integrated voicemail, e-mail, SMS and fax. With the launch of the UCC Programme, the value added services are brought to our customers as an integrated service, allowing for a simple and effective user experience, and simultaneously adding productivity on the move. The UCC Programme will enhance the way in which we work.   With Voice, the telephony upgrade from the legacy analogue technology to new IP-based telephony will allow for the integration of voice services into the other towers of UCC, such as conferencing and collaboration. Conferencing as a managed service solution for a single point of contact for all services related to conferencing will be implemented. The Telepresence implementation shows the first step towards a new generation of video conferencing services. Cisco has been set as the standard for audio and video conferencing.  Collaboration within the UCC Programme includes instant messaging and presence, and with the implementation of Skype and Lync, collaboration is supporting our focus on the customer.

astonishing sense of presence OCT utilisation 56% NOV utilisation 80% Safety & cost benefit - Kilometres less travelled (Secunda employees only) -47 680km

Green benefit -9.76 metric tons less Carbon Emissions

seamless conferencing

A major project was undertaken during 2012 to achieve an experience true to a life-size image of the transmitted participants that appears physically in front of a backdrop. Two Telepresence rooms with an astonishing sense of presence were installed in Secunda and Rosebank. These rooms provide an alternative to a natural communication ambience with their three dimensional video conferencing experience, creating the image that participants are sitting across a table.

With the implementation of the Cisco Standard for video and audio conferencing, it will soon be possible to easily connect multiple Telepresence, video, and audio participants into a single conference. The service also offers highly scalable and flexible conferencing solutions and gateways to ensure an optimal experience for everyone, regardless of endpoint or network conditions.

Moving forward, 70% utilisation was set as a target before additional sites would be considered. Motivated by the amazing life-size experience, a monthly utilisation average of 80% has easily been achieved since November 2012. This has set the scene for the launch of the second Telepresence phase which will launch eight new sites globally. Sites will be deployed in Houston, London, Hamburg, Rosebank (3 additional), Secunda and Sasolburg, with a variation of between sixand eight-seat Telepresence rooms.

The standard for the various conferencing options include small, medium, large and Telepresence services. Conference rooms will be automatically added to a managed services solution for a single number issue resolution and maintenance.

To fast track the Telepresence experience, the technology will be integrated into existing and new video conferencing facilities to give a wider audience access to the solution.

All new video conferencing and Telepresence sites will also feature the same touch screen user interface with access to a global directory of facilities in order to ensure a seamless conferencing experience across Sasol globally.


infrastructure services

eliminating the incompatibilities Since the introduction of Windows 7 in the environment a number of changes have been made to the IT environment to improve the overall end-user experience. The login script was optimised to reduce login times to the network. Login times have been reduced to seconds as a result of this optimisation. Windows 7-compatible printer drivers were deployed to 31 180 print queues across 54 print servers to enable the full functionality of the printing platform. The Microsoft Exchange server was fine-tuned and settings on all personal computers amended to eliminate popup issues. All desktops were upgraded to Windows Office 2007 or above to finalise this improvement. Since the upgrade of the Livelink platform, a number of performance issues were identified and eliminated to provide a stable platform capable of 5 398 521 transactions (add, delete, move, change, fetch, permissions) per month.

real time environmental monitoring The Netbotz system where it all comes together

The NetBotz environmental monitoring system was implemented for the remote monitoring of all the critical environmental items at the Secunda MDC, CDC and Brandspruit Computer Rooms as well as the data centre, UPS and battery room in Sasolburg. The NetBotz environmental monitoring system provides SMS communication functionality for the real time escalation of alarms and trend analysis of deviations and failures, and web interface for monitoring and reporting. The NetBotz environmental monitoring system also has the ability to monitor the health of our data centres via external sensors. Temperature, humidity, flooding, moisture, air conditioners, fire detection panels, generator sets, main power supply (DB), and UPSs and battery rooms are some of the environmental items that are now monitored to ultimately prevent service disruptions.

de-risking our infrastructure The Sasol IM IT infrastructure, such as server, storage and backup, has aged past its best practice usability state causing performance issues and instability across the infrastructure environment. Furthermore, maintenance and operating costs have increased due to lack of spares for maintenance. The goal of the de-risking project is to reduce the operational risks and costs to Sasol by replacing all out-of-warranty and unsupported IT infrastructure and reducing the number of physical servers by way of virtualisation.

The project began on 1 July and currently excludes infrastructure in Secunda, but includes the rest of South Africa, as well as Mozambique. It is expected to be completed by the end of April 2013. This is not merely a server refresh exercise, as it includes the principle that wherever possible, physical servers will be virtualised. With the infrastructure improvements, we are minimising our carbon emissions footprint, and ultimately contributing towards Sasol’s green initiatives.

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sustainable IT projects

vulnerability management The identification of security weaknesses caused by mis-configurations, bugs or flaws and malware infections are crucial in our day-to-day business operations. The pro-active identification, prioritisation and subsequent mitigation of risks in a timely and cost effective manner contribute significantly to business value. The business benefit comes from the fact that vulnerabilities are detected and closed before they can cause major disruptions to business and operations. When exploited, vulnerabilities can bring harm to business in the form of triggering theft of business secrets, violating privacy provisions of laws and regulations, or paralysing business operations. Measures to monitor and manage vulnerabilities in, and changes to a system can provides valuable information about levels of exposure to threats, as well as assist Sasol in complying with numerous regulatory frameworks such as SOX. Therefore the biggest benefit to business is the management of risk. Our customers also benefit from a more secure and stable system, as workstations and servers are proactively protected against vulnerabilities, thereby preventing work stoppages and financial loss.

on the move with software compliance “There’s a software license time bomb armed, ticking, and buried deep in the foundations of many a Global 200 firm’s elegant IT architecture.” Defuse Software License Time Bombs with Software Asset Management, Forrester, 9 July 2010 Sasol’s reputation as an organisation is at risk if the appropriate processes are not in place to prove compliance with software licensing laws. Having the right management processes in place reduces the global piracy of software, which is costing the software industry and software purchasers billions of rands every year. By following the licensing agreements required by software vendors, we not only live the Sasol value of “Integrity”, but we also avoid paying staggering penalties, avoiding disruption to daily business operations and preventing negative public relations. By introducing world-class asset management software in the Sasol environment, IM Services is driving immediate reductions in software costs. By the intelligent identification of software waste, we can automatically reclaim unused licenses and by reconciling deployed software with licenses purchased, we can deliver fast, accurate and comprehensive compliance reporting and control all unwanted applications in the environment. Additional benefits include the prevention of security risks by unintentional download of executables that carry viruses or spyware and ultimately impact server resources and network performance.


According to Gartner Research, 41,9% of licenses purchased worldwide go unused. Cost avoidance to Sasol Removal of unused software = R 78 099 465.32 Removal of rarely used software (assuming 50% is scaled back) = R 7 868 458.17 Total cost avoidance (as of 2012/12/31) = R 85 967 923.49 Figure below represents status on Sasol SA usage as at 31 December 2012

used rarely used unused

174 633 - 72%

9 556 - 4%

58 124 - 24%

green IT makes good business sense Sasol has recently embarked on a journey to embrace the concept of green IT. As a first step, IM Services investigated energy consumption on workstations/PCs in the South African environment. The amount of energy utilised just on workstations, and the subsequent energy wastage/loss is significant. IM Services Management’s decision to assist in the reduction of global greenhouse emissions is contributing to global carbon emissions savings. The technology to control the power state of PCs on a network is known as NightWatchman. It can be installed remotely and silently to each PC, enabling easy power management control over a large number of machines. Using the technology enables IM to potentially achieve 100% known state for all PCs, assisting with desktop management and software delivery, and providing energy and cost savings.

Baseline analysis of data collected from 7 879 PCs in the 30-day period between 2012/09/01 and 2012/09/30 showed the savings that can be made through implementing NightWatchman throughout the company. The analysis showed that when rolled out to the full population of 17 000 PCs, Sasol can expect to save 1 736 670 kWh of electricity per year. This equates to a saving of R 850 968 in electricity costs and the prevention of 1 719 metric tonnes of CO � being released into the atmosphere per year.

15 sasol IM services 2012 review


building the customer experience The IM Service Catalogue continues to deliver value to our customers with more than 50 000 service requests logged from 1 January 2012 until 31 December 2012.  Besides the continuous growth in the use of the self-service IM service catalogue, user experience is continuously enhanced through the implementation of automated workflows, i.e. ‘change user detail requests’ and ‘monitors’ which are now directly assigned to the applicable service provider, eliminating involvement from the IM Service Desk. The optimisation in the process has shortened the service delivery time,  contributing to a positive end user experience with IT service delivery. The comparison between the timelines for requests that previously went via the IM Service Desk and requests now going directly to the supplier for change user details are as follows: Direct to Service Provider                                                  Via Service Desk Average - 2 days                                                                Average - 13 days Longest - 5 days                                                                Longest - 56 days Shortest - 7 minutes                                                         Shortest - 7 days   Monitors were not requested via the IM Service Desk, but via the Supplier Relationship Management (SRM) tool.  Timelines for requests for monitors are as follows: Direct to Service Provider      Average – 6.29 days Longest – 26 days Shortest -  1 day                                       The launch of the IM service catalogue with 60 services on 14 September 2011, proved to be a self-service that changed user behaviour and habits established over many years. With 104 IT services, some with unit pricing, available to users in both the SCD and SasolCorp domains, time and cost investments tied to the world-class portal is yielding favourable returns. Further improvements include the inclusion of service definitions, automated request workflows, infrastructure upgrade to ensure high availability and disaster recovery, and the implementation of escalation processes.  As we move into the future with the IM service catalogue, technical issues such as the integration with service providers request fulfilment tools will add to the plethora of benefits. 


maintaining the environment The IT operations environment continues to maintain and refresh a vast array of IT infrastructure, called maintenance requests, through a dedicated small projects team.   In addition to the delivery on common maintenance requests, a total number of 1 396 connectivity calls were logged for the period 1 July 2011 to 30 June 2012, to a value of R 4, 4 million.

IT Maintenance Request – 1 July 2011 to 30 Nov 2011

IT Maintenance Request – 1 July 2011 to 30 June 2012

212 – total IT maintenance requests

431 – total IT maintenance requests

R 70 million – proposal value

R 31 million – proposal value

74 – completed

215 – completed

101 – in progress

110 – in progress

37 - cancelled

106 - cancelled

document output strategy Over the past few months, we analysed the owned and rented printing devices in the South African Business Units. The analysis of close to 3 600 devices consisting of more than 30 different brands and 400 plus models in all the office and industrial buildings was a daunting task. In many instances, printers were unsupported, thus creating huge challenges for the IM support team. The notion of Simple, Standard and Shared provided the platform for the new printing strategy, which will increase the efficiency and management of the highly customised printing environment. The new printing strategy will assist in a standardised infrastructure, including software and processes, which will optimise the hardware life cycle management.  Our efforts to increase efficiencies will enable us to respond swiftly to printer incidents and requests, resulting in improved call resolutions.  The re-engineering of the business process will include optimised monitoring systems, consolidated reporting on Business Units’ printing usage and statistics, and optimisation of the printing landscape to be more efficient and cost effective. To further support the IM Services focus area of cost containment and managing spend, we will drive printing costs down from the current R 72 million. Printing costs are generated by extreme printing usage in the Sasol South African business environment for the period 1 January until 31 December 2012, where a total of 96 539 692 mono pages and 34 040 295 colour pages were printed.  Colour equates for more than 25% of total printing which is much higher than the industry benchmark of approximately 10%.

environmental impact of printing per anum Effect on environment

Impact

Equates to

Current paper usage

130 580 000 pages

Number of trees destroyed in producing Sasol’s paper consumption

15 670 trees

1 tree = 8.333 A4 pages

Water used in producing paper

44 397 200 litres

340ml used per A4 page produced

Water used to grow 15 670 trees

1 305 800 000 litres

10 litres used for 1 A4 page

Greenhouse gas emitted in producing paper

1 684 482 kg

12.9 grams gas emitted to produce 1 A4 page

CO � not removed from atmosphere

31 340 kg

1 tree stores roughly 2kg CO �

17 sasol IM services 2012 review


reporting going forward We communicate successes and risks as they occur through the live Sasol IT dashboard. To reinforce IT’s value within the larger business context, operational data captured by the IM Service Desk is fed to our Sasol-owned business warehouse, allowing the presentation of operational health of the environment and our progress and results relative to business goals. The wealth of information allows for further development in reporting to coach our stakeholders in how to think about and appreciate technology.

together everyone achieves more The IM Services Delivery Management Team received the “Best Customer Service Team of the Year” award at the annual Eniac Awards.  As a trusted point of contact, Service Delivery Managers often serve customers beyond the call of duty.  They are motivated and driven by the Sasol Shared Values, which are firmly entrenched within their attitude and behaviour. In Pursuit of Gold, they served our customers  with passion, transparency, maturity and integrity, which resulted in contented customers.

The moral of the story is that if your heart, attitude and spirit are right, pulling rabbits out of hats becomes a regular activity… Quote by Des Jacobs, Senior IM Manager, Service Delivery Management


saluting strengths, well-being & optimal functioning encouraging self-development and learning

It is people who make the difference in companies such as Sasol. We recognize the importance of developing and renewing the skills of our people to excel in everything they do, and likewise, the well-being of our employees remains paramount in all our endeavours. We continuously encourage individual responsibility for personal growth, which led to the launch of the Salutogenesis programme. The programme offered IM Services employees the opportunity to enhance their work experience through finding a balance between reaching their full professional potential and their personal well-being. The programme’s holistic approach towards wellness had the following objectives: • • • • • • •

Improve the general well-being of participants and enhance engagement in all aspects of their working experience Build a perception of personal potential through individual self-awareness assessments and development programmes Enhance the work ethic and awareness of own skills, capabilities and time management that are associated with optimally performing employees Encourage constructively questioning personal and organisational assumptions and frames of reference Build relations and enhance networks Encourage self-development and learning Instill a mindset that accepts unconditional “responsibility for personal growth”

To entrench a holistic approach towards wellness, personal reflection and individual commitments were addressed during the wellness days. This include leadership interface and psychological contracting, understanding job and organizational engagement, revealing the principles, benefits and application of positive psychology, creating a sense of coherence, and sharing of nutrition and physical exercise tips.

19 sasol IM services 2012 review


“Giving back” to the community ended the year in a positive spirit where each IM Services colleague had the opportunity to experience the paradigm of “meaningful life” in serving something that one believes is bigger than the self.

the Barking Mad project

giving back As part of the Salutogenesis “giving back” focus area, Sasol IM Services showed their generosity through various sponsorship programmes during 2012. “Barking Mad”, specialising in the rehabilitation and re-homing of abused, neglected and abandoned dogs and puppies, especially those with behavioural or psychological problems, was identified as one of the beneficiaries for the 2012 Salutogenesis Programme. Two kennels were financially sponsored for six months to provide a safe haven at the rescue centre at DogtownSA. Tailor-made training, socialising and behavioural programmes, superior food and exceptional veterinary care were provided for Bobby, a Pointer mix breed, Charlotte, a Ridgeback Africanis mix and Vilaphi, a crossbreed. The Santa Shoebox Project, an inspiring community initiative of the Kidz2Kidz Trust was one of two community projects in the past year. The project aimed to collect and distribute personalised gifts at Christmas time to underprivileged children across South Africa and Namibia. IM Services sponsored and collected 26 shoeboxes and experienced the joy of giving through active participation. Diakonia AIDS Ministry (DAM), based in Johannesburg, received the 26 boxes and were able to brighten the life’s of 26 neglected children between the ages 9 – 14.

To continue with the joy of giving, the lives of 122 needy and destitute elderly residents were touched by the generous acts of IM Services employees and our Service Providers. The Soweto Old Age Home was chosen as the beneficiary and the kind contributions received were evidence of a team that truly care about their surrounding.


Sasol IM Services acknowledgements Heather Fuller, Zaidah Goosein, Eric Slaghuis, Buks de Jongh, Danie Smit, Cobie Nel, Aadil Sujee, Louis van der Walt, Juanita Dippenaar, Deon Geyser, Barry Brook Norris, Theo Potgieter, Lawrence Lafferty, Garth Chandler, Christelle Ackermann, Jane Coughlan, Jan Rademan, Megan Swart, Maclaud Mafaiti, Warren Tegner, Petro Keyser,

Published by Sasol Group Services, IM Services function For more information: Heather Fuller, General Manager: Sasol IM Services Telephone +27 11 344 3264


ImServices Yearbook  

ImServices Yearbook

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