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43 <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 /> 0p 1'> 01'X 01'X 0p 0> g0 0.0, '1�, 0p 0p 0p 0p 013 'p <br /> ti ti ti ti ti ti �ti�ti tti �ti �ti �ti��ti �0ti ti �ti Jti `ti �ti�ti �ti �ti ti ti <br /> CP,�o, FQ ,tea,P� ,�a ,,� , 'i V�!N SeQ,Oc,�o Oe ,z <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. Recently,the BitSight vendor changed the weight on some of our weaker settings thereby <br /> making them weigh more and this caused our score to decrease. Once we saw that happen,we concentrated <br /> on improving those previous low impact settings.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 90% — - - - - - - - - - — - — - <br /> o 80% <br /> 70% <br /> U <br /> _r_ <br /> 60% <br /> > °�° 50% <br /> c <br /> T40% <br /> 0 3 01>0n'l 01ti 01ti 01'ti 01>01�01�011 011 011 011 011 011 011 011 011 000-0-L5 01''0.1' 01�013 01-'5 <br /> ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti ti <br /> CL <br /> N;11 <br /> 1<ep� P�c� ,��., � PJ ,� �c�� Oec,� <<ep�a�,P�c�a�,,��., <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(131<4hrs and <br /> P2<9hrs). So they will not be included in this year's smart goal. The remaining Priority 3 tickets are meeting <br /> the P3< 18hrs time target 84%of the time. <br /> 43 <br />