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Accomplishments 2009-2010 <br />Desktops/Laptops <br />In order to support new technologies and ensure existing desktops and laptops <br />are reliable and up-to-date, Information Technologies purchases and installs <br />desktops and laptops regularly. In 2009, IT installed 15 laptops and 33 desktops, <br />a County investment of $64K. In 2010, IT installed 73 laptops and 30 desktops, <br />a County investment of $157K. <br />Support <br />Providing technology support to County staff remains one of Information <br />Technologies' most critical and relied upon services. The tables below illustrated <br />the volume of service request the department handles, as well our measured <br />performance in satisfactorily resolving those requests. <br /> 2009 '2010 <br />Measure Significance Numbers Numbers <br /> Measures percentage of time in which <br /> network connectivity and servers are <br />Network and available. This includes planned off- <br />Server Uptime hours downtime for maintenance 99.92% 99.62% <br />Incoming This is the total number of service <br />Trouble Tickets requests called into IT from County staff 6,111 7,232 <br /> This is the percentage of Priority one <br />P1 tickets help tickets resolved within 4 hour target 68.67% 72.57% <br /> This is the percentage of Priority two <br />P2 tickets help tickets resolved within 9 hour target 85.19% 76.89% <br /> This is the percentage of Priority three <br /> help tickets resolved within 40 business <br />P3 tickets hour target 84.25% 82.48% <br />Backup <br />Success Rate This is the success rate for data <br /> backups. 98.50% 98.42% <br />Incoming Numbers of emails received from outside <br />emails County network 78,343,924 41,482,502 <br />Incoming <br />emails blocked Number of emails received from outside <br />as spam County network blocked as spam 76,858,565 39,200,807 <br />11 <br />1/21/2011 Orange County IT Department Page 10 <br />