Page 127 - FortWorthFY22AdoptedBudget

General Fund

SUMMARY OF SERVICES AND PERFORMANCE MEASURES

FY20 FY21 FY22
Key Measures Actual Estimated Target Desired Level

1.1 Analysis and Planning
The Information Technology Solutions Project Management Office partners with City of Fort Worth departments to understand business
needs and facilitate delivery of value-added solutions to support enterprise goals and objectives: business analysis, project oversight,
and liaison services.
Each active project has a weekly status report 70% 78% 85% 100%
Projects are completed on or before the Original N/A N/A 40% 100%
Planned Completion Date

Capital Projects that are approved by October 1 are N.A N/A 85% 100%
initiated by April 1 o fthe following year
Secure Socket Layer (SSL) Certificates are renewed at 96% 53% 95% 100%
least 30 days prior to expiration.

1.2 Applications and Databases
Provide application and database design, web and client server applications, Geographic Information System (GIS) design,
development, and support, Computer Aided Dispatch (CAD) support, and Enterprise Resource Planning (ERP). Also provides support
for the maintenance of the underlying server infrastructure to support the CFW departments.

HEAT Tickets met Service Level Objectives
Incident Tickets severity 0 and 1 92% 100% 90% 100%
HEAT Tickets met Service Level Objectives
Incident Tickets severity 2 resolved within 2 business 92% 100% 75% N/A
days.
HEAT Tickets met Service Level Objectives
Incident Tickets severity 3 resolved within 2 business 97% 97% 90% 100%
days.
Applications and Databases - HEAT Tickets met
Service Level Objectives - Severity 2 and 3 N/A N/A 90% 100%
HEAT Tickets met Service Level Objectives
Incident Tickets severity 4 resolved within 4 business 90% 97% 90% 100%
days

1.3 ITS Finance
ITS Finance and Contract Administration supports all IT related procurements citywide including establishing cost effective contracts for
goods and services to benefit CFW. The team prepares accounts payable and accounts receivable as well as wireless invoicing
interfaces. Departmental HR administration, budgeting, capital planning / administration, and financial management are also functions of
this division.

Proposed new measure: Reduce the frequency of
Purple slip (expedited) M&C’s. Currently the percentage
rate is 10% per year, target rate 5%. Better preplanning N/A N/A N/A Not Measured
of the contracts and their expiration (proactive approach
instead of reactive) reduces the urgent need

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