Information Technology Dashboard

WHAT IS THE MEASURE?

This indicator reports on the percentage of helpdesk tickets that are responded to by a technician within the service level target period.

WHY IS IT IMPORTANT?

Monitoring service response times is crucial for providing timely technical support for the city’s employees and external customers by minimizing system downtime, reducing productivity interruptions, and supporting efficient operations across all departments citywide.

HOW WE ARE DOING IT

The percentage of tickets answered by the target time is determined by the proportion of helpdesk tickets that are acknowledged and receive an initial response by a technician, based upon the established service level criteria of four hours or less.

WHAT IS THE MEASURE?

This indicator reports on the percentage of helpdesk tickets that are resolved by the service level target period.

WHY IS IT IMPORTANT?

The prompt resolution of technical support issues ensures that service level targets are consistently met, while keeping Clearwater’s systems and technology infrastructure well-maintained through the optimization of resources and effective delivery of public services.

HOW WE ARE DOING IT

The percentage of tickets resolved by the target time is determined by the proportion of helpdesk tickets that are resolved by the assigned technician, based upon the established service level criteria and assigned ticket priority, usually within 48 hours or less.

WHAT IS THE MEASURE?

This indicator reports on the percentage of helpdesk tickets that are reopened following the initial resolution by a technician.

WHY IS IT IMPORTANT?

Measuring the percentage of reopened helpdesk tickets provides valuable insights into the efficiency and effectiveness of the city's technology operations. By tracking tickets that require further resolution, the city can identify underlying issues such as resource gaps, inadequate training, or technical limitations within specific systems or departments.

HOW WE ARE DOING IT

The percentage of reopened helpdesk tickets is calculated based on the proportion of tickets that are either responded to or reopened by the original user who submitted them.

WHAT IS THE MEASURE?

This indicator reports on the percentage of helpdesk tickets that are resolved during the first contact by a technician.

WHY IS IT IMPORTANT?

The resolution of helpdesk tickets within the first contact remains is a key metric in ensuring the efficient delivery of public services, by reducing the need for follow-up interactions between support teams and customers, thereby improving overall user satisfaction.

HOW WE ARE DOING IT

The first contact resolution rate is measured by the proportion of helpdesk tickets that resolved without requiring further assistance after the initial closure of a ticket.

WHAT IS THE MEASURE?

This indicator reports on the percentage of internal simulated phishing tests that are engaged by employees, including opening phishing emails or providing sensitive information.

WHY IS IT IMPORTANT?

Measuring the phishing test click rate helps in promoting a secure network environment and assessing cybersecurity awareness among internal employees by identifying areas needing further training, strengthening defenses against real world phishing attacks, and reducing the risk of data breaches.

HOW WE ARE DOING IT

The phishing test click rate per employee is measured by the number of clicks, or engagements with phishing test simulations by city of Clearwater employees. An engagement is defined as an employee clicking on, and opening a test, or providing sensitive information such as user credentials.