REFERENCE: Measure Info

ITS-Information Technology
Service Areas Measures Reporting Frequency Measure ID Data Owner Performance Liaison
On Target
ITS.1.1 Analysis & Planning
Insufficient Progress
% of deliverables that were due during the month that were due and successfully completed during the month.
Monthly-FY
778015
Leah Huff
Gregg Heinzman (IT-Information Technology)
On Target
60% of SSL Certificate installation dates are renewed at least 30 days prior to expiration.
Monthly-FY
456010
Gregg Heinzman
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Projects are completed on or before the Original Planned Completion Date
Quarterly-FY
1170329
David Melman
DM
 		David Melman (ITS-Internet Technology)
Monitoring/No Info
Each project that is completed has 2 or fewer Project Change Requests
Monthly-FY
1170330
Gregg Heinzman
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Capital Projects that are approved by October 1 are initiated by April 1 o fthe following year
Annual-FY
1170331
David Melman
DM
 		David Melman (ITS-Internet Technology)
On Target
ITS.1.2 Applications
On Target
Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 4
Monthly-FY
784890
Mark Deboer, David Zellmer
Gregg Heinzman (IT-Information Technology)
On Target
Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 0 and 1
Monthly-FY
784887
Mark Deboer, David Zellmer
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Applications and Databases - HEAT Tickets met Service Level Objectives - Severity 2 and 3
Monthly-FY
1170332
Steve Vandever
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Applications and Databases - HEAT Tickets met Service Level Objectives - Requests
Monthly-FY
1170333
Steve Vandever
Gregg Heinzman (IT-Information Technology)
On Target
ITS.2.1 Infrastructure Support & Disaster Recovery
On Target
Core Internet Availability
Quarterly-FY
329398
Eric Upchurch
Gregg Heinzman (IT-Information Technology)
On Target
Public Safety Intranet Availability
Quarterly-FY
329397
Eric Upchurch
Gregg Heinzman (IT-Information Technology)
On Target
All Other Intranet Availability
Quarterly-FY
922897
Bobby Lee
Gregg Heinzman (IT-Information Technology)
On Target
Server Patching
Quarterly-FY
922896
Bobby Lee
Gregg Heinzman (IT-Information Technology)
On Target
Server Uptime
Quarterly-FY
922895
Bobby Lee
Gregg Heinzman (IT-Information Technology)
Lagging
ITS.3.1 Security
On Target
# security risk assessments performed on computer software or network connected devices
Monthly-FY
683803
William Birchett
Insufficient Progress
99% of employees have completed annual cyber security awareness training.
Monthly-FY
328199
Pao Vang
Gregg Heinzman (IT-Information Technology)
On Target
ITS.2.2 Data Center Management
On Target
Execution of after action reports for outages
Quarterly-FY
784884
Eric Upchurch
Gregg Heinzman (IT-Information Technology)
On Target
Initial outage communications
Quarterly-FY
784885
Alex Varghese
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Safety and Security - Badge access request completed within 24 hours
Monthly-FY
1170863
Don Atchison
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Safety and Security - Incidents resolved within 7 days
Monthly-FY
1170864
Don Atchison
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Backup completion or storage
Monthly-FY
1170865
Robert Gresky
Gregg Heinzman (IT-Information Technology)
On Target
ITS.2.3 Customer Service & End User Experience
On Target
Calls are resolved on the first contact with the Help Desk
Monthly-FY
784822
Cole Hatchett
Gregg Heinzman (IT-Information Technology)
On Target
Average call abandonment rate CS
Monthly-FY
784820
Cole Hatchett
Gregg Heinzman (IT-Information Technology)
On Target
95% of computer unit refreshes are completed on schedule.
Quarterly-FY
456011
Elsa Ramirez
Gregg Heinzman (IT-Information Technology)
On Target
96.5% of customers are satisfied with response to IT requests/tickets.
Monthly-FY
328195
Cole Hatchett
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Patch Management - EndPoints
Monthly-FY
1170874
Cole Hatchett
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Reopening Tickets - % of tickets reopened
Monthly-FY
1170875
Cole Hatchett
Gregg Heinzman (IT-Information Technology)
On Target
ITS.2.4 Radio Services
On Target
Meet service level targets for response to incident tickets
Monthly-FY
922894
Alan Girton
Gregg Heinzman (IT-Information Technology)
On Target
99.99% availability for the Fort Worth Regional Radio System
Monthly-FY
328198
Alan Girton
Gregg Heinzman (IT-Information Technology)
Monitoring/No Info
Communications availability of all outdoor warning sirens
Monthly-FY
1170879
Cole Hatchett
Gregg Heinzman (IT-Information Technology)