Department Performance Reports Final

1. Services

ITS.1.1 Analysis & Planning

778015

% of deliverables that were due during the month that were due and successfully completed during the month.

Monthly-FY

% of successful deliverables

92.00%

90.00%

94.00%

73.00%

67.00%

67.50%

62.00%

53.00%

Gregg Heinzman (IT-Information Technology)

Overall Target

100.00%

High Variance (FY Target)

85.00%

Low Variance

60.00%

456010

60% of SSL Certificate installation dates are renewed at least 30 days prior to expiration.

Monthly-FY

Actual

33.33%

100.00%

83.33%

Gregg Heinzman (IT-Information Technology)

1170329

Projects are completed on or before the Original Planned Completion Date

Quarterly-FY

Actual

DM	David Melman (ITS-Internet Technology)

Overall Target

High Variance (FY Target)

Low Variance

1170330

Each project that is completed has 2 or fewer Project Change Requests

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

1170331

Capital Projects that are approved by October 1 are initiated by April 1 o fthe following year

Annual-FY

Actual

DM	David Melman (ITS-Internet Technology)

Overall Target

High Variance (FY Target)

Low Variance

ITS.1.2 Applications

784890

Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 4

Monthly-FY

Heat tickets

98.45%

97.48%

98.25%

96.27%

98.16%

97.55%

98.63%

97.37%

Gregg Heinzman (IT-Information Technology)

Overall Target

100.00%

High Variance (FY Target)

90.00%

Low Variance

75.00%

784887

Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 0 and 1

Monthly-FY

Heat tickets

100.00%

Gregg Heinzman (IT-Information Technology)

Overall Target

100.00%

High Variance (FY Target)

90.00%

Low Variance

75.00%

1170332

Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 2 and 3

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

1170333

Applications and Databases - HEAT Tickets met Service Level Objectives - Requests

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

2. Infrastructure

ITS.2.1 Infrastructure Support & Disaster Recovery

329398

Core Internet Availability

Quarterly-FY

Core Internet Availability

98.07%

99.98%

Gregg Heinzman (IT-Information Technology)

329397

Public Safety Intranet Availability

Quarterly-FY

Public Safety Internet Availability

99.96%

99.98%

99.99%

Gregg Heinzman (IT-Information Technology)

922897

All Other Intranet Availability

Quarterly-FY

Actual

99.78%

99.98%

99.99%

Gregg Heinzman (IT-Information Technology)

Overall Target

98.00%

High Variance (FY Target)

99.00%

Low Variance

96.00%

922896

Server Patching

Quarterly-FY

Actual

86.00

89.00

95.00

Gregg Heinzman (IT-Information Technology)

Overall Target

90.00

High Variance (FY Target)

90.00

Low Variance

80.00

922895

Server Uptime

Quarterly-FY

Actual

99.96%

99.98%

99.96%

Gregg Heinzman (IT-Information Technology)

Overall Target

98.00%

High Variance (FY Target)

98.00%

Low Variance

95.00%

ITS.2.2 Data Center Management

784884

Execution of after action reports for outages

Quarterly-FY

After action reports completed

85.71%

75.00%

100.00%

Gregg Heinzman (IT-Information Technology)

Overall Target

100.00%

High Variance (FY Target)

90.00%

Low Variance

70.00%

784885

Initial outage communications

Quarterly-FY

Outage communication distributed

100.00%

Gregg Heinzman (IT-Information Technology)

Overall Target

100.00%

High Variance (FY Target)

90.00%

Low Variance

70.00%

1170863

Safety and Security - Badge access request completed within 24 hours

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

1170864

Safety and Security - Incidents resolved within 7 days

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

1170865

Backup completion or storage

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

ITS.2.3 Customer Service & End User Experience

784822

Calls are resolved on the first contact with the Help Desk

Monthly-FY

% resolved on first contact

72.89%

73.56%

73.58%

74.24%

71.40%

70.19%

74.86%

74.74%

Gregg Heinzman (IT-Information Technology)

# of HEAT tickets resolved on first contact

1,836.00

2,367.00

2,365.00

2,213.00

2,372.00

2,103.00

2,546.00

2,506.00

# of HEAT tickets received

2,519.00

3,218.00

3,214.00

2,981.00

3,322.00

2,996.00

3,401.00

3,353.00

Overall Target

100.00%

High Variance (FY Target)

70.00%

Low Variance

60.00%

784820

Average call abandonment rate CS

Monthly-FY

Abandonment rate

8.86%

7.63%

7.71%

10.87%

9.53%

9.26%

13.40%

8.70%

Gregg Heinzman (IT-Information Technology)

# of calls abandoned

282.00

294.00

309.00

419.00

390.00

350.00

580.00

360.00

# of calls received

3,184.00

3,852.00

4,010.00

3,853.00

4,091.00

3,780.00

4,327.00

4,136.00

Overall Target

0%

High Variance (FY Target)

10.00%

Low Variance

20.00%

456011

95% of computer unit refreshes are completed on schedule.

Quarterly-FY

Actual

95.11%

99.01%

185.24%

Gregg Heinzman (IT-Information Technology)

328195

96.5% of customers are satisfied with response to IT requests/tickets.

Monthly-FY

Actual

97.06%

94.64%

92.98%

84.44%

96.15%

91.94%

90.63%

98.46%

Gregg Heinzman (IT-Information Technology)

1170874

Patch Management - EndPoints

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

1170875

Reopening Tickets - % of tickets reopened

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

ITS.2.4 Radio Services

922894

Meet service level targets for response to incident tickets

Monthly-FY

Actual

0.96%

0.92%

0.97%

0.96%

0.93%

0.97%

1.00%

0.98%

Gregg Heinzman (IT-Information Technology)

Overall Target

1.00%

High Variance (FY Target)

0.95%

Low Variance

0.85%

328198

99.99% availability for the Fort Worth Regional Radio System

Monthly-FY

Actual

1.00%

Gregg Heinzman (IT-Information Technology)

1170879

Communications availability of all outdoor warning sirens

Monthly-FY

Actual

Gregg Heinzman (IT-Information Technology)

Overall Target

High Variance (FY Target)

Low Variance

3. CyberSecurity

ITS.3.1 Security

683803

# security risk assessments performed on computer software or network connected devices

Monthly-FY

# of security risk assessments performed

4

7

4

Overall Target

High Variance (FY Target)

0.60

Low Variance

0.50

Analysis

328199

99% of employees have completed annual cyber security awareness training.

Monthly-FY

Actual

97.86%

95.88%

93.65%

98.99%

99.18%

97.37%

97.09%

97.97%

Gregg Heinzman (IT-Information Technology)

FYTD Actual

97.86%

97.51%

96.93%

97.18%

97.39%

97.36%

97.41%

SCORECARD: 6-month Rolling Status (ACM Report)