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Measure Overview

# Performance Measure Strategic Plan Goal Business Strategy

Response time for urgent service desk call within four hours (%)

Public Infrastructure Increased Effectiveness

Why is this measure important?

This tells all IT from top to bottom if work is getting completed on time - Urgent work orders need to be completed in 4 hours. IT should be striving for 100% every month. 

Where does the data come from?

Track-it Report and Spreadsheet

How is the measure calculated?

Calculated within Track-it according to the work orders assigned priority

Who to contact if you have questions?

Carol Wayne

Additional Information

No Urgent work orders (WO) submitted in September


FY17 Target


FY18 Target


Trend Analysis

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