Page 307 - FortWorthFY23AdoptedBudget

Internal Service Funds

Ensure that invoices are compliant with State law by
being paid within 30 days. N/A New 75% 75%
Ensure that chargebacks are processed and submitted
to FMS by the 5th of each month. N/A New 80% 80%
Ensure that payroll corrections and ePARs are
submitted within one day of notification of incident. N/A New 80% 80%

2.1 Infrastructure Support & Disaster Recovery

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

Core Internet Availability 99.41% 99.97% 99.99% 99.99%

Public Safety Internet Availability 99.98% 99.98% 99.99% 99.99%

All other Intranet Availability 99.91% 99.92% 99% 99%

Server Patching 91.00% 89.00% 90.0% 90.0%
Server Uptime 99.97% 99.79% 99.50% 99.50%

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.
Safety and Security - badge access requests completed
within 24 hours N/A 86% 90% 100%
Safety and Security - Incidents resolved within 7 days N/A 85% 90% 100%

Initial outage communication distributed within 15 100% 100% 90% 100%
minutes of an outage.
Execution of After Action Reports for outages within 3 80% 83%
days after event.
Storage is backed-up on schedule N/A 95% 90% 100%

2.3 Customer Service & End User Experience
Provides technical call center support and end point solutions/management 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% 93% 95% 95%
requests/tickets.
Completion of computer unit refreshes on schedule. 100% 79% 90% 90%

Average Abandonment rate not higher than 7.5% 8.18% 11.22% 7.5% 7.5%
Patch Management - Endpoints N/A 91% 90% 90%

Reopening Tickets - % of tickets reopened N/A 0.62% 2% 2%

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