Page 261 - N. Richland Hills General Budget
P. 261
Information Technology
Top Performance Metrics
FY17/18 FY18/19 FY19/20 Target /
Performance Metric
Actual Actual Estimate Goal
Number of help desk tickets submitted (Workload) 6,800 6,600 5,073 5,073
Number of major systems supported (Workload) 73 73 70 70
Ratio of PCs per analyst FTE (Productivity) New New 116:1 116:1
Percent of Helpdesk tickets resolved within 0‐2 days
59% 61% 82% 90%
(Outcome)
Number of cyber attacks reported (Outcome) 0 0 0 0
Notes:
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