Performance Measures

Workload Division FY2014 Actual FY2015 Actual FY2016 Actual
Number of Customers Supported (City Full-Time Employees Only) Management 2,711 2,463 2,444
 
Number of Software Applications, Modules & Interfaces Supported Application 427 415  428
Number of Desktops/Laptops Supported Client Support 2,738 2,822 2,887
 
Number of Servers Supported Technical 210 208 201 
Number of Mobile Data Terminals Supported Technical 290 290 330
 
Number of Printers Supported Client Support 1,265 1,242 1,036
 
Number of Telephones Supported Technical 2,473 2,420 3,291
 
Number of Radios Supported Technical 1,585 1,483 1,430
 
Number of Help Desk Calls Processed Client Support 14,121 15,546 12,593
 
Total Number of Support Tickets
Client Support   25,541
23,755 
Efficiency Division FY2014 Actual FY2015 Actual  FY2016  Actual 
Average Number of Calls Processed per Help Desk Personnel
Client Support 7,060 7,773 6,297
Number of City Employees Provided Training  Client Support  51  45  330 
Training Classes Held  Client Support  3
 
 3
 20
Average Cost per Employee Training
Client Support N/A N/A N/A
 
Average Time to Repair Computer Client Support 6.9 hrs 6.7 hrs 6.3 hrs
 
7,060
7,060
Effectiveness Division FY2014 Actual FY2015 Actual FY2015 Actual 
Overall Customer Satisfaction Rating Client Support 95% 99% 99%
 
Visitors to City Website Application 5,425,353 5,685,518 6,134,894 
Visits to Maps On Line Application 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

45.00%
56.00%
62.00%


51.00%
67.00%
61.00%


53.50%
64.14%
40.00%
Percent of Calls Completed by Due Date
Average Time to Complete Work Orders
All
All
83%
2.3 days
87%
2.2 days
88.36%
1.9 days
Number of Viruses / Spam Prevented
   -Number of Viruses Prevented
   -Number of Spam Prevented
Technical 2,570,371
2,353
2,568,018
3,100,000
3,521
3,096,479
2,604,897 
4,297
2,600,600
Percent of Network Availability Technical 99.61% 99.75% 99.72% 
Percent of Upgrades and Implementations Completed on Time Application 78% 72% 83% 
Percent of Projects Completed within Budget Application 100% 100% 100%