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38 <br /> around response time to requests, server uptime, or network reliability. Orange County should <br /> consider the role of SLAB in the organization, in particular, as a means of communicating customer <br /> service standards for internal clients. <br /> Additionally, as the County looks toward implementing IT Service Management, Operational Level <br /> Agreements (OLAs) and Underpining Contracts (UCs) should be implemented. OLAs define how the IT <br /> Department (and other IT groups within the County) work together to meet IT service level <br /> requirements. An OLA often includes hours of operation, responsibilities, authorities, response times, <br /> supported systems, etc. OLAs are internal agreements that ensure the IT staff(centralized and within <br /> departments) support the common goal of providing superior customer service. UCs are legal, <br /> contractual agreements between third party suppliers of IT Support to the County IT Department. <br /> These contracts must be kept up to date and ensure that the third party will provide required levels of <br /> support as necessary. <br /> Project Justification Methodology: <br /> Orange County needs a formalized project justification methodology that will be administered by the <br /> IT Governance structure. The project justification methodology should assess issues such as <br /> enterprise impact, timing of the project, cost of project, man hours required to complete, and <br /> mandatory nature (i.e. statutory requirement). Currently, the individual departments, due to the <br /> budgeting structure, are deciding which projects to undertake, without consistent input from the IT <br /> Department. Moving forward, the IT Department should have involvement in all decisions about <br /> technology investments in the County, but the oversight on project selection and prioritization needs <br /> to be conducted by the Governance structure noted above. <br /> IT Performance Metrics: <br /> The following metrics are offered as a means to evaluate County IT performance. <br /> Internal Business Process Metrics: <br /> • IT Support Cost per Employee: IT staff salary and fringes divided by the total number of <br /> County employees they support <br /> • Compare the IT Support Cost per Employee to Local Private Support Firms (to determine if the <br /> cost is lower than outsourcing the work; the comparison must be exact, with the same services <br /> and service levels provided by both groups in the comparison) <br /> • IT Maintenance and Support Cost per Employee: same formula as above, but add in the total <br /> maintenance costs for the County and then divide by the total number of County employees <br /> • Percentage of PCs currently under manufacturer warranty <br /> 36 <br />