IT - Resolution Rate

Performance Measure

Percentage change In First Contact Resolution Rate



Analysis of Performance*

Data gathered based upon work orders closed with elapsed time of less than 15 minutes.  CY 2015  

Metric Definition*

Information Technology Department to meet minimum 99.9% up time.  We exceeded this measure during 2015.


It is important to have first contact resolution (when possible) so that end users can continue doing their jobs and serving citizens.

Impact on Performance*

Information Technology Department continually seeks improving first contact resolution and will begin planning for an expansion in self service.
Actual Performance 
-3% reported for the first quarter of 2016


  • 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?