Page 119 - Fort Worth City Budget 2019
P. 119
General Fund
SUMMARY OF SERVICES AND PERFORMANCE MEASURES
FY17 FY18 FY19
Key Measures Actual Estimated Target Desired Level
Analysis and Planning
Provide enterprise analysis, liaison services, business process modelling, project management, requirements gathering, and
technology planning to support technology initiatives for IT Solutions and CFW Business Departments.
% of secure socket layer (SSL) Certificate installation
dates are renewed at least 30 days prior to expiration 88% 100% 90% 100%
Customer Service and End User Experience
Provides 24x7 technical call center support for City Department staff and external customers that use City of Fort Worth technologies
including hardware, software, systems, and infrastructure.
% of customers satisfied with response to IT
requests/tickets 95.99% 95.91% 96.50% 100%
Infrastructure Support & Disaster Recovery
Provisions, maintains, and supports technology infrastructure including telephones, network services, personal computers, servers,
and the trunked radio system.
Public Safety Internet availability 99.95% 99.63% 99% 100%
Availability for public safety trunked radio channel
system 99.991% 99.999% 99.999% 100%
Security
Provides services required to protect the confidentiality and integrity of the City’s information assets.
% of employees have completed cyber security
awareness training 98.05% 98.15% 99% 100%
60% of critical internet security vulnerabilities are 50.89% 46.01% 60% 100%
remediated within 90 days of discovery
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