Documents/MSPB/3: Organizational Excellence/3.2: IT/Indicator:2

Indicator: 3.2.b

[Quantitative::Input_Processing]

Measurements in/of Improve customer service by conforming with established IRM service level agreements (SLA).

Relationships:

Type Actual Actual Actual Actual Target Actual Target
StartDate 2005-10-01 2006-10-01 2007-10-01 2008-10-01 2009-10-01 2009-10-01 2010-10-01
EndDate 2006-09-30 2007-09-30 2008-09-30 2009-09-30 2010-09-30 2010-09-30 2011-09-30
Percentage 88 87 88 86 98.9 86
Description New measure in FY 2007. 88% of technical support tickets or requests were resolved in one business day. 87% of the 4,120 technical support tickets were resolved in one business day. 88% of the 3,589 technical support tickets were resolved in one business day. In addition, 2,877 tickets were resolved from external customers. 86% or more of tickets resolved within one business day. 98.9% of 3,668 technical support tickets were resolved within the service level agreement of one business day. Over 3,000 technical support tickets were resolved from external customers. 86% or more of tickets resolved within one business day.

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