Performance Metrics

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General

Measure

FY2015

FY2016

FY2017 FY2018 

Current Goal

Computers and Devices Supported* 401 545  690  799 All devices other than those owned by the Clerk of Circuit Court (state owned).
Workstations Replaced** 16  35  73  48 Replace all computers that are 5+ years old.
Scheduled County Owned IT Infrastructure Downtime*** 41.45 hrs.

49.93 hrs.

64.07 hrs.  62.55 hrs. As maintenance demands.
County Owned IT Infrastructure Uptime**** 99.927% 

 99.991%

 99.879%  100% 99% or higher uptime.

*Includes workstations, laptops, mobile devices, servers, networking equipment, VoIP phones and printers.

** In order to keep up with expiring warranties, minimize security risks and reduce down time due to computer failure, each computer should be replaced every 5 years.

***Scheduled downtime is used to install security updates and perform planned maintenance.

**** This includes systems that IT has direct control over. This does not include scheduled downtime.

IT Service Desk

Measure

FY2015

FY2016

FY2017 FY2018 

Current Goal

Avg. Number of Tickets 131 131  137  150 100+ per month
Avg. % of tickets resolved on first contact* 77%  84%  88%  91% 65%+
Average Customer Satisfaction Score** 83% Very Satisfied 83% Very Satisfied  88% Very Satisfied  91% Very Satisfied 70%+ Very Satisfied

*The percentage of tickets that did not require more than one contact to resolve.

** Responses are limited to Very Satisfied, Met Expectations, Neutral, Very Dissatisfied.

Information Security Awareness Training Program

Measure

FY2015

FY2016

FY2017 FY2018 

Current Goal

% of end users who received training* 99.5% 99.5%  100%  100% 100%
Security awareness training effectiveness** 2.4%  1.46%  1.64%  1.57% <5%

*All employees are required to undergo annual security awareness training every April.

** All end users are sent monthly phishing test emails. The measure provided is the percentage of users that clicked on links embedded in the phishing test emails.