Performance Measures

Workload Division FY2013 Actual FY2014 Actual FY2015 Actual
Number of Customers Supported (City Full-Time Employees Only) Management 2,097 2,711 2,463
Number of Software Applications, Modules & Interfaces Supported Application 411 427 415
Number of Desktops/Laptops Supported Client Support 2,511 2,738 2,822
Number of Servers Supported Technical 206 210 208
Number of Mobile Data Terminals Supported Technical 332 290 290
Number of Printers Supported Client Support 1,259 1,265 1,242
Number of Telephones Supported Technical 2,427 2,473 2,420
Number of Radios Supported Technical 1,850 1,585 1,483
Number of Help Desk Calls Processed Client Support 8,200 14,121 15,546
Efficiency Division FY2013 Actual FY2014 Actual FY2015 Actual
Average Number of Calls Processed per Help Desk Personnel
Client Support 4,100 7,060 7,773
Average Cost per Employee Training
Client Support N/A N/A N/A
Average Time to Repair Computer Client Support 5.5 hrs 6.9 hrs 6.7 hrs
Effectiveness Division FY2013 Actual FY2014 Actual FY2015 Actual
Overall Customer Satisfaction Rating Client Support 99% 95% 99%
Visitors to City Website Application 4,551,838 5,425,353 5,685,518
Visits to Maps On Line Application 251,770 355,443 426,821
Average Percent of Information Technology Work Orders Completed
-Less Than One Hour
-Less Than Four Hours
-By Help Desk
Client Support

22.00%
77.36%
78.00%


45.00%
56.00%
62.00%


51.00%
67.00%
61.00%
Percent of Calls Completed by Due Date
Average Time to Complete Work Orders
All
All
89.00%
1.5 days
83%
2.3 days
87%
2.2 days
Number of Viruses / Spam Prevented Technical 2,236,191 2,570,371 3,100,000
Percent of Network Availability Technical 99.31% 99.61% 99.75%
Percent of Upgrades and Implementations Completed on Time Application 76% 78% 72%
Percent of Projects Completed within Budget Application 100% 100% 100%