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Information Technologies - continued <br />Performance Measures <br />2010 -11 <br />Actual <br />2011 -12 <br />Actual <br />2012 -13 <br />Budget <br />2012 -13 <br />Projected <br />2013 -14 <br />Budget <br />Service: Network and VoIP <br />Network Uptime <br />99.77% <br />99.8% <br />99.94% <br />99.90% <br />99.90% <br />Performance Measures <br />2010 -11 <br />Actual <br />2011 -12 <br />Actual <br />2012 -13 <br />Budget <br />2012 -13 <br />Projected <br />2013 -14 <br />Budget <br />Service: Help Desk <br />Incoming Trouble Tickets <br />8,205 <br />7,500 <br />7,600 <br />9,500 <br />10,000 <br />Service Call Resolution within Targets <br />82% <br />80% <br />80% <br />79% <br />80% <br />Service: Disaster Recovery <br />Data Backup Success Rates <br />97.86% <br />99.3% <br />96% <br />98% <br />97% <br />Devices Supported <br />Device Type Number <br />Laptops 478 <br />Desktops 736 <br />MacBooks 3 <br />Tablets (I pads, Androids, Windows 8 17 <br />Smart hones* 29 <br />*Includes only County paid smartphones. <br />FY 2013 -14 Objectives <br />• Vistors Bureau and Skills Development VolP project <br />• Central Permitting <br />• Website Upgrade and Redesign <br />• Disk Based Backup System <br />Budget Highlights <br />• Consistent with the recommendations of the IT Strategic Plan, the FY 2013 -14 <br />Commissioner Approved Budget includes the following six (6) new positions with staggered <br />starting dates during the fiscal year (total Salary & Benefits of $147,915 and one -time start- <br />up costs of $20,400) <br />• Network Engineer (1.0 FTE) — effective January 1, 2014 <br />• Applications Division Head (1.0 FTE)— effective January 1, 2014 <br />• Applications Systems Analyst (2.0 FTEs) — effective April 1, 2014 <br />• Applications Systems Analyst (2.0 FTEs) — effective May 1, 2014 <br />iRYA <br />