2018-2019 Adopted Budget

General Government - Network Services Fund

PERFORMANCE MEASURES

2016-17

2017-18

2018-19 Adopted

2019-20

Actual

Budget

Projected

Workload Measures  Help Desk calls closed

3,677

9,000

9,000

9,000

 Percent of public records requests responded to within 2 business days

95%

95%

95%

95%

 Volume of technology courses offered

30

30

30

35

 Telecom work orders closed

2,551

2,300

2,300

2,400

 Number of projects and initiatives executed to completion  Number of devices leased > 90 days beyond expiration  Number of external attacks detected and blocked  Number of malware infections identified and cleaned/removed Efficiency Measures  Percent first time resolution rate for IT Service Desk  Percent of leased equipment deployed within 30 days  Average response time to critical systems and applications problems  Percent uptime on critical servers to include Lawson, Kronos, SQL, Web, Exchange, Apps1, etc  Percent of virtual servers as compared to physical  Average response time to helpdesk, systems and service requests Effectiveness Measures  Percentage of customers rating Network Services as "good" or "excellent"  Percentage of identified remote sites with network access  Number of vulnerabilities mitigated  Percent Abandon Call Rate

180

180

180

180

300

100

100

100

201

300

250

250

1,143

6,000

1,500

1,500

115

700

150

150

1

15%

13%

13%

13%

98%

100%

100%

100%

1 hour or less 1 hour or less

1 hour or less

1 hour or less

98%

98%

98%

98%

98%

98%

98%

98%

3 hours

3 hours

3 hours

3 hours

99%

98%

98%

98%

98%

98%

100%

100%

2016-17

2017-18 Budget

2018-19 Adopted

2019-20 Projected

BUDGET SUMMARY

Actual

Expenditures:

Personnel Costs

1,860,505 9,660,268 2,564,842

1,896,103 9,067,522 3,650,000

1,942,796 10,038,890 3,650,000

1,982,817 10,368,047 3,650,000

Maintenance & Operations

Capital Outlay

Total

14,085,615

14,613,625

15,631,686

16,000,864

Total FTE Positions

20.650

20.650

20.650

20.650

Revenues:

Internal Charges Fund Balance

10,852,358 1,632,885 2,586,403

10,272,808

11,258,808

11,558,808

799,252

831,313

900,491

All Other

3,541,565

3,541,565

3,541,565

Total

15,071,646

14,613,625

15,631,686

16,000,864

BUDGET HIGHLIGHTS  The FY 18-19 Budget is increasing by $1,018,061, or 7.0%

Adopted FY 2018-19 Budget

72