Page 306 - FortWorthFY23AdoptedBudget

Internal Service Funds

Summary of Services and Performance Measures

FY21 FY22 FY23
Key Measures Actual Actual 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 (%) 78% 62% 95% 95%

Projects are completed on or before the Original N/A 97% 70% 70%
Planned Completion Date (%)
Each project that is completed has 2 or fewer Project
Change Requests associated with the project. -- N/A 92% 80% 80%
Quarterly

Capital Projects that are approved by October 1 are
initiated by April 1 of the following year (%) N/A N/A 85% 85%
Secure Socket Layer (SSL) Certificates are renewed at
least 30 days prior to expiration (%) 53% 35% 80% 80%

1.2 Applications and Databases
This division provides 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).
HEAT Tickets met Service Level Objectives
Incident Tickets severity 0 and 1 --- explain importance 100% 100% 100% 100%
- high priority items, review for entire document

HEAT Tickets met Service Level Objectives
Incident Tickets severity 2 and 3 resolved within 2 N/A 99% 99% 99%
business days.
HEAT Tickets met Service Level Objectives
Incident Tickets severity 4 resolved within 4 business 97 99% 99% 99%
days

HEAT Service Requests met Service Level Objectives N/A 81% 95% 95%

1.3 ITS Finance
This division provides four focus areas; Contract Compliance Unit, Purchasing Unit, Chargeback Unit and Human Resources Unit. The
first unit is the Contract Compliance Unit which provides for the execution and management of technology related contracts. The
Purchasing Unit performs the transactions of requisitions, purchasing orders, and the receiving task for the paying of invoices. The
Chargeback Unit handles the tasks related to wireless connectivity such as cell phones, sims for laptops and cameras along with
hotspots. This unit also provides for video cable services and managed print services. The last Unit is the Human Resource function
which provides direction and guidance for payroll and other human relation activities.
Ensure contracts are compliant with renewal's N/A New 75% 75%
expiration

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