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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% |