Page 155 - City of Bedford FY21 Budget

Fund: General
Department: Support Services
Division: Information Technology

PERFORMANCE MEASURES

ACTUAL TARGET PROJECTED TARGET
Indicator
18/19 19/20 19/20 20/21
INPUTS
# of User-Based Computers NM NM 473 490
# of Desktop Telephone Instruments NM NM 600 600
# of Servers NM NM NM 40
# of Network Switches NM NM NM 60
# of Wireless Access Points NM NM NM 40
# of Mobile Devices NM NM NM 160
OUTPUTS
# of Service Requests NM NM NM 3,642
# Service Requests Closed NM NM NM 3,584
# Open Service Requests NM NM NM 58
# Emails Inbound NM NM NM 831,456
# Emails Inbound Blocked NM NM NM 68,681
# Emails Outbound NM NM NM 538,392
# Targeted Real-Time Phishing Attacks diabled NM NM NM 847
# Intrusion Prevention Services - External attacks on City infrastructure NM NM NM 10,932
EFFICIENCY
% of Service Requests Cleared Within 24 Hours NM NM 95% 99%
Division Budget as a % of the General Fund 2.51% 3.30% 3.09% 2.91%
EFFECTIVENESS & OUTCOMES
Threats Blocked at User Workstation NM NM 1,200 2,140
% of Network Uptime NM NM NM 100%
% of Telecom Uptime NM NM NM 100%
% of Tyler ERP Uptime NM NM NM 99%
% of NetMotion Uptime NM NM NM 99%
% of Zuercher Uptime NM NM NM 100%
% of Service Tickets closed under SLA NM NM NM 92%

NM - New Measure 128