Page 285 - City of Fort Worth Budget Book

Internal Service Funds Information Technology Services

All other Intranet Availability 99.95% 99.9% 99% 100%
Server Patching 91.25% 91% 90% 100%

Server Uptime 99.97% 100% 99.5% 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 100% 100% 90% 100%
within 15 minutes of an outage
Execution of After Action Reports for 100% 80% 90% 100%
outages within 3 days after event
Safety and Security - Badge access request 93.33% 90.45% 90% 100%
completed within 24 hours
Safety and Security - Incidents resolved 90.25% 91.45% 90% 100%
within 7 days

Storage is back-up on schedule 95.99% 96.18% 95% 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
requests/tickets. 94% 94% 97% 100%
Completion of computer unit refreshes on
schedule. 300% 110% 95% 100%
Patch Management - Endpoints 92.55% 91.20% 90% 100%
Average Abandonment rate not higher than
7.5% 8.2% 8.8% 7.5% 0.0%
Reopening Tickets - % of tickets reopened N.A N.A 2% 0%

2.4 Radio Services
Provisions, maintains, and supports the Fort Worth Regional Radio System.
Meet service level targets for response to
incident tickets N.A 96% 95% 100%
Availability for the Fort Worth Regional
Radio System 100% 100% 99.99% 100%
Communications availability of all outdoor
warning sirens N.A N.A 99.81% 100%

3.1 Cybersecurity
Provides services required to protect the confidentiality and integrity of the City’s information assets.
% of employees have completed cyber 94% 97% 99% 100%
security awareness training.
# of security risk assessments performed on 23 51 12 no limit
City systems

285