IT - Help Desk Tickets

Performance Measure

Number of Help Desk Tickets resolved within 24 hours



Analysis of Performance*

Data gathered based upon work orders closed with elapsed time of less than 24 hours.  CY 2015  

Metric Definition*

Information Technology Department to continue to improve on resolving technology requests as quickly as possible.


It is important to identify that not all requests can be resolved within 24 hours.  Technology requests may include ordering equipment, allocating resources and prioritizing when necessary.

Impact on Performance*

Fast resolution of tickets leaves office workers with more up time on systems to complete work and , thus, continue to serve citizens and internal customers.
Actual Performance  
6,958 completed tickets reported for the first quarter of 2016


  • Analysis of Performance: Explains how data results are  displayed, anomalies, or other points that went into generating the numbers.
  • Metric Definition: Identifies what constitutes the metric and identifies combined classifications
  • Importance: Tells why the metric is important and how it is useful, or, what will it help the City accomplish or understand by knowing
  • Impact on Performance: States how this measure is an indicator of or influencer on the delivery of service?