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Measure Overview

# Performance Measure Strategic Plan Goal Business Strategy
P258 Support tickets resolved on first contact (%) Government Accountability Increased Efficiency

Why is this measure important?

Minimizes impact of issues for users, optimizes IT resources, and faster resolution.

Where does the data come from?

Track-it report and spreadsheet

How is the measure calculated?

Number of tickets resolved on first contact divided by total tickets received

Who to contact if you have questions?

IT Department

Additional Information



FY19 Target


% resolved 

FY20 Target


% resolved 

Trend Analysis

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