Page 128 - FortWorthFY22AdoptedBudget

General Fund

Proposed new measure: Reduce the frequency of
paying invoices greater than 30 days which could N/A N/A N/A Not Measured
potentially save late fee charges. (Will determine the
frequency rate and target rate)

Proposed new measure: Reduce the frequency of After
The Fact purchase orders. (Will determine the N/A N/A N/A Not Measured
frequency rate and target rate).

2.1 Infrastructure Support & Disaster Recovery

Provisions, maintains, and supports technology infrastructure including telephones, network services, storage, email, and servers.

Core Internet Availability 99.97% 99.41% 100% 100%

Public Safety Internet Availability 100.00% 99.98% 99% 100%

All other Intranet Availability N/A 99.91% 99% 100%

Server Patching N/A 91.00% 90% 100%
Server Uptime N/A 99.97% 98% 100%

2.2 Data Center Management
Our mission is to furnish and maintain data center facilities and services while providing accurate, timely, and responsive customer
support through the monitoring and alerting of processes and infrastructure related to information technology.

Initial outage communication distributed within 15
minutes of an outage 100% 100% 90% 100%
Execution of After Action Reports for outages within 3 100% 80% 90% 100%
days after event
Safety and Security - Badge access request completed N/A N/A 90% 100%
within 24 hours
Safety and Security - Incidents resolved within 7 days N/A N/A 90% 100%

2.3 Customer Service & 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.

Customers satisfied with response to IT 94% 94% 97% 100%
requests/tickets.
Completion of computer unit refreshes on schedule. 300% 110% 95% 100%

Patch Management - Endpoints N.A N.A 90% 100%

Average Abandonment rate not higher than 7.5% 8.18% 8.77% 10% 0%

Reopening Tickets - % of tickets reopened N.A N.A 15% 0%

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