Performance Measures

Workload Division FY2015 Actual FY2016 Actual
FY2017 Actual
 
Number of Customers Supported (City Full-Time Employees Only) Management 2,463 2,444 2,479
Number of Software Applications, Modules & Interfaces Supported Application 415  428
419
Number of Desktops/Laptops Supported Client Support 2,822 2,887
 
2,934
 
Number of Servers Supported Technical 208 201  197
Number of Mobile Data Terminals Supported Technical 290 330
 
305
 
Number of Printers Supported Client Support 1,242 1,036
 
1,010
Number of Telephones Supported Technical 2,420 3,291
 
3,115
 
Number of Radios Supported Technical 1,483 1,430
 
1,305 
Number of Help Desk Calls Processed Client Support 15,546 12,593
 
12,534 
Total Number of Support Tickets
Client Support 25,541
23,755  21,154
2,444
2,444
Efficiency Division FY2015 Actual  FY2016  Actual  FY2017 Actual
 
Average Number of Calls Processed per Help Desk Personnel
Client Support 7,773 6,297
6,267
Number of City Employees Provided Training  Client Support  45  330  335
Training Classes Held  Client Support   3
 20
21 
Average Cost per Employee Training
Client Support N/A N/A
 
N/A 
Average Time to Repair Computer Client Support 6.7 hrs 6.3 hrs

6.4 hrs 
7,060
7,060
Effectiveness Division FY2015 Actual FY2016 Actual  FY2017 Actual
 
Overall Customer Satisfaction Rating Client Support 99% 99%
 
98%
Visitors to City Website Application 5,685,518 6,134,894  6,382,085 
Visits to Maps On Line Application 426,821 *  * 
Average Percent of Information Technology Work Orders Completed
   -Less Than One Hour
   -Less Than Four Hours
   -By Help Desk
Client Support

51.00%
67.00%
61.00%


53.50%
64.14%
40.00%


46.32%
60.87%
59.25%
Percent of Calls Completed by Due Date
Average Time to Complete Work Orders
All
All
87%
2.2 days
88.36%
1.9 days
86.54% 
2.0 days  
Number of Viruses / Spam Prevented
   -Number of Viruses Prevented
   -Number of Spam Prevented
Technical 3,100,000
3,521
3,096,479
2,604,897 
4,297
2,600,600
1,678,247  
2,201 
1,676,046 
Percent of Network Availability Technical 99.75% 99.72%  99.11%  
Percent of Upgrades and Implementations Completed on Time Application 72% 83%  75%  
Percent of Projects Completed within Budget Application 100% 100%  100%