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45 <br /> Information Technologies <br /> GOAL 1:ACHIEVE AND MAINTAIN A CYBER-HYGIENE SCORE OF AT LEAST 850. <br /> Board Goal: Invest in quality County facilities,a diverse work force,and technology to achieve a high <br /> performing County government <br /> Social Justice Goal: Create a safe community <br /> Industry range —Score --- Target --- Projected <br /> a) 850 -------------� <br /> L° 800 <br /> 750 _ <br /> v <br /> .w 700 — <br /> = 650 — <br /> L <br /> 600 — <br /> T <br /> U 550 <br /> Op O'p O'p Op Op <br /> �ti ti ti �ti ti `ti �ti �ti �ti iti ti ti �ti ti ti �ti Jti `ti <br /> 1� PA, gel' Cp �o,' pe ' �a ' Qe ' �a pQ �a� �� �O POS' Sed' pc �o pe <br /> Performance Assessment: IT uses an external monitoring tool, BitSight,to manage cyber risk and better <br /> understand how its cyber security investments are working. The aggregate cyber-hygiene scoring <br /> methodology can be compared to a credit rating. Examples of the risk vectors monitored by this tool are <br /> compromised systems, user behavior, public disclosures and general due diligence in terms of server and <br /> systems security.The Government Industry score range is 610 to 780. <br /> GOAL 2: AT LEAST 90%OF ROUTINE SERVICE CALL RESOLUTION WITHIN 18 HOUR TIME TARGET <br /> Board Goal: Invest in quality County facilities,a diverse work force,and technology to achieve a high <br /> performing County government <br /> Social Justice Goal: N/A <br /> Calls resolved on time ——— Target ——— Projected <br /> 100% <br /> o 80% <br /> cf 70% <br /> U 60% <br /> > 00 <br /> 50% <br /> Ln <br /> roc <br /> 40% <br /> 3 O' 1> 1> O�> 1> n> �1 <br /> a0 ti OO -O1O1O <br /> hep, fat, Pic,�azA, ,��., ���, P��, �e9, 0��1 <br /> Performance Assessment: High priority service calls(131 and P2 tickets)are fairly limited when comparing to <br /> the total volume of services calls and have a much higher success rate in meeting time targets(P1<4hrs and P2 <br /> <9hrs). So they will not be included in this years smart goal. The remaing Priority 3 tickets are meeting the P3 <br /> < 18hrs time target 84%of the time. <br /> 45 <br />