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Measure Overview

# Performance Measure Strategic Plan Goal Business Strategy

Response time for high service desk calls within one day (%)

Public Infrastructure Increased Effectiveness

Why is this measure important?

This tells all IT from top to bottom if work is getting completed on time - High work orders need to be completed in 24 hours (1 business day). 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



FY17 Target


FY18 Target


Trend Analysis

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