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%