|
WORK VOLUME:
|
|
|
Number of Computing Devices (PC, Laptop combined)
|
1,285
|
|
Number of Messaging Devices (MFP, Printer, Fax, Copier)
|
1,285
|
|
Number of Service / Incident Requests (Yr2007 - #7855)
|
7,000
|
|
Number of Meetings w/Customers (Expectation / Delivery of Results)
|
80
|
|
Number of Mobile Devices (PDA/Cell phone vs. Radio)
|
1065 / 1285
|
|
Number of Field Work Orders (PDA / Cell phone vs. Radio)
|
500 / 500
|
|
Number of GIS Map Requests vs. Data Layer Maintenance
|
55 / 218
|
|
Number of Messaging Across Exchange Mail Server (Valid / Spam)
|
1 Mil / 6 Mil
|
|
Number of Standard Operating Procedures Developed / Maintained
|
80
|
|
Number of Applications / Systems Supported
|
180
|
|
Number of Transactions Performed Online (Internet)
|
2.9 mil views
|
|
Number of Core Project Completed by Departments
|
5
|
|
Number of Innovative Projects Initiated by IT
|
5
|
|
|
|
|
|
EFFICIENCY AND EFFECTIVENESS:
|
|
|
% of Priority #1 Service / Incident Requests completed within 4 Hours
|
65%
|
|
% of Regular Service / Incident Requests completed within 5 Business Days
|
90%
|
|
Operation Cost of Service / Incident Requests (Computing / Messaging)
|
$75 / Hr
|
|
Operation Cost of Field Work Orders (PDA/Cell phone vs. Radio)
|
$200 / Hr
|
|
Operation Cost of Each Electronic Mailbox per Year
|
$150 / Box
|
|
% of Customer Service Satisfaction Rate - including Satisfied&Very Satisfied
|
95%
|
|
% of Network / Data Center Uptime during Business Hours
|
99%
|
|
Number of Security Intrusions - Virus, etc.
|
0
|
|
% of Communication Uptime during Business Hours
|
99%
|
|
% of Application / System / Projects Completed On Time / Under Budget
|
75%
|
|
$ Cost Transacted Online (Intranet / Internet)
|
$12,000,000
|
