Eminent CIO's Of India 2026

A Performance-Oriented Approach to IT Governance and Service Delivery

J. P. Dwivedi, CIO, Rajiv Gandhi Cancer Institute & Research Centre 

At Rajiv Gandhi Cancer Institute & Research Centre, effective IT governance is built on accountability, transparency, and measurable outcomes. Through a structured performance management framework, clearly defined KRAs and KPIs, real-time operational dashboards, and regular governance reviews, it ensures that technology services remain aligned with organizational priorities while supporting reliable, secure, and uninterrupted healthcare delivery.

Performance-driven governance with real-time insights
We have implemented Result Framework Document (RFD) process to define KRAs and KPIs. Each department has goals aligned by organizational goals derived from vision, mission and strategy documents. These goals are assigned certain weightages in a manner that overall score is 100%. We have created three towers under CIO. These towers are: IT Operations, Digital Transformation & AI and Information Security & Privacy. Under each tower, specific and measurable goals are defined. Each individual role is assigned KRAs and KPIs in line with the departmental goals. The employees are mapped with these specific roles and the KRAs and KPIs automatically get mapped. We perform monthly review of our achievements and any roadblocks hindering our achievements. CIO publishes a monthly IT Service Management Dashboard where he specifies the following:

1.  Health of all infrastructure assets
2.  Servers’ uptime and downtime statistics
3.  Application availability, change management etc.
4.  Cybersecurity status and incidents raised by Security Operations Centre (SOC)
5.  Incident reports for all disruptions in all key applications

IT Service Management Team publishes a daily dashboard specifying how many calls received in the helpdesk, how many were immediately answered and how many were responded by a call back within five minutes, how many calls were responded within 10 minutes and how many were not responded. Every call is recorded in ITSM tool (creating a new ticket) and resolution time is recorded. Department wise, agent wise, resolver wise statistics is maintained. This helps bringing accountability to the overall system and people feel accountable.

Similarly, our Digital Transformation & AI and Information Security & Privacy teams have their own dashboards and published at regular intervals. Having enough (and just enough) people, sophisticated tools and well-oiled processes is the key to maintain effective governance. Our CXOs understand the value of IT Services and are generally very supportive of our efforts.