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13 <br /> Support Requests <br /> Providing technology support to County staff remains one of Information Technologies' most critical <br /> and relied upon services. The tables below illustrated the volume of service request the department <br /> handles, as well our measured performance in satisfactorily resolving those requests. Note the nearly <br /> 300% increase in incoming trouble tickets over the time period, while the resolution rates have <br /> remained relatively steady. <br /> This trend of responsiveness is particularly notable, given the increased demands for IT services with <br /> no increase in IT staffing levels. Furthermore, during interviews with department heads and County <br /> staff, all interviewees noted an increase in customer service and responsiveness over the past five <br /> years. <br /> u ,Y e,11A11l�III '1J1i 1������ b"1y,Y J �������������������������������������������������������������������������������� III j r a,,,rll 0000 00"111 <br /> °�� 1,X1011,1 ° „ ��011 ..,;, <br /> lu III�I o I IIII u,l I VIII '� lu m0l o I IIII uu um <br /> �� Measures percentage of time in which 99.92% 99.62% <br /> w pl network connectivity and servers are <br /> available. This includes planned off-hours <br /> downtime for maintenance <br /> IIL � lili „ This is the total number of service requests 2447 7,232 <br /> IN,I,RI,I I,m ���, � 0�� " called into IT from County staff <br /> cull ul r. r� 1Y, nl <br /> '^,> � °o�f� 1-.,,u. This is the percentage of Priority One help 87.50% 72.57% <br /> tickets resolved within 4 hour target <br /> 1111111111 l I u <br /> a, 'C"� 1 u. This is the percentage of Priority Two help 69.81% 76.89% <br /> tickets resolved within 9 hour target <br /> NII ull <br /> ti111 1, u. This is the percentage of Priority Three help 74.94% 82.48% <br /> tickets resolved within 40 business hour target <br /> tt <br /> This is the success rate for data backups. 94% 98.42% <br /> ii,,,,I�OI Inn <br /> ematit Numbers of emails received from outside 8,110,193 41,482,502 <br /> County network <br /> Lk.;III Number of emails received from outside 8,004,328 39,200,807 <br /> 4111,01,111 � Illll�llllll, d;''� o»� County network blocked as seam <br /> I <br /> III <br /> 11 <br />