IT - Help Desk Tickets

Performance Measure


Number of Help Desk Tickets resolved within 24 hours

Target


6,958

Analysis of Performance*


Data gathered based upon work orders closed with elapsed time of less than 24 hours.  CY 2015  

Metric Definition*


Information Technology Department to continue to improve on resolving technology requests as quickly as possible.

Importance*


It is important to identify that not all requests can be resolved within 24 hours.  Technology requests may include ordering equipment, allocating resources and prioritizing when necessary.

Impact on Performance*


Fast resolution of tickets leaves office workers with more up time on systems to complete work and , thus, continue to serve citizens and internal customers.
Actual Performance  
6,958 completed tickets reported for the first quarter of 2016

*Notes

 
  • Analysis of Performance: Explains how data results are  displayed, anomalies, or other points that went into generating the numbers.
  • Metric Definition: Identifies what constitutes the metric and identifies combined classifications
  • Importance: Tells why the metric is important and how it is useful, or, what will it help the City accomplish or understand by knowing
  • Impact on Performance: States how this measure is an indicator of or influencer on the delivery of service?