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Performance Measures
Goals 
Performance Measures FY 11-12 Actuals FY 12-13 Actuals FY 13-14 Actuals FY 14-15 Actuals FY 15-16 Goals
Network and Telephony Uptime and Availability—Percentage of all hours the City network and telephone systems are operational and usable by departments

99.9%

98.6%

99.9% 

 99.9%

>99.5%

Server Uptime and Availability—Percentage of all hours the City servers are operational and usable by departments

99.9%

99.9%

99.9%

 99.9% 

>99.5% 

Business Systems Uptime and Availability—Percentage of all hours the City business software systems are operational and usable by departments

99.9%

99.6%

99.9%

 99.7% 

>98.0% 

Computer Rollout—Percentage of PCs deployed within 90 days of receipt

98%

73%

98%

  94%

>98% 

Computer Replacements Workload—Number of PCs imaged, deployed, and migrated (Goal average 150/year)

282

172

41 

 136

>120

Computer Inventory Efficiency—Number of work computers to FTE

1.14

1.11

1.11

 1.12

<1.15

Projects—Number of business software, systems, and infrastructure projects completed  42  39  47 63
 35
Project Success—Percentage of projects completed within schedule, budget, scope, and satisfaction requirements defined in charters

79% (33)

82% (32)

81% (38)

 80% (43)

>80% (28)

Customer Satisfaction—Percentage of respondents in the Annual Customer Service Survey rating IT as “Good” to “Excellent” overall

84%

85%

93%

 94%

>80%

Contract Administration—Administer City IT contracts and agreements to achieve zero contract lapses or violations

2

1

1

 0

0

Fiscal Administration—Administer City IT vendor invoicing to achieve zero late payment penalties

4

1

2

 2

0

IS Security—Address security incidences, legal hold requests, public records searches, and network account changes by deadlines required

 100%

 100%

 100%

100%

 100%

Audits—Successfully pass public safety, financials and human resources systems, and other required audits with no findings against information systems security

 2

 1

1

 2

 1

Support Customer Cases—Cases submitted by customers resolved on day of call

 57%

 73%

 76%

 72%

 75%