Number of Customers Supported(City Full Time Employees Only)

2769

2432

Number of Software Applications Supported

195

200

Number of Computers Supported

1364

1474

Number of Servers Supported

71

76

Number of Mobile Data Terminals Supported

239

280

Number of Printers Supported

639

618

Number of Telephones Supported

2561

2415

Number of Radios Supported

1488

2122***

Number of Help Desk Calls Processed

7035

6618

Number of City Employees Provided Training

938*

894*

Number of Application Support Tickets Closed

2725

1936

Training Classes Held

132**

104**

Average Number of Calls Processed per Help Desk Personnel

1967

1890

Average Cost per Employee Training

$58.90

$45.86

Average Time to Repair Computer

2 days

2 days

Overall Customer Satisfaction Rating

94%

98%

Training Satisfaction Rating

98%

98%

Visits to City Website

1,547,231

2,017,711

Visits to Maps On Line

401,813

426,403

Average Percent of Help Desk Calls Completed:

< 1hour

82.4%

78.2%

< 4 hours

90.1%

87.8%

by Help Desk

56.6%

54.2%

Number of Viruses/Spam Prevented

1,646,833

5,926,073

Percent of Vendor Software Projects Completed on Time

74%

71%

Percent of In-House Developed Software Projects Completed on Time

83%

100%

Percent of Network Availability

99.94%

99.80%