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OMB > Government Efficiency & Financial Planning > Performance Metrics > Technology, Office of Office of Technology

Agency Head: Gerry Weaver

GEFP Liaison: Shane Spotts

FY 2009 Appropriations: $86 million

Approximate # Employees: 150

Mission Statement: 1) to provide a high-performance, low-cost computing infrastructure to state agencies, 2) to coordinate systems construction around re-use of state data and physical assets, 3) to be the trusted technology advisor to the heads of government agencies.

Strategic Plan: http://www.in.gov/iot/files/2007_State_of_Indiana_IT_Strategic_Plan.pdf

Overall Performance:

Customer Service Speed To Answer Calls-Answered under 60 seconds

Customer Service Call Abandonment Rate

Level 1 Resolution Rate

Resolution of Tickets on Time

Random User Sampling Survey

Average availability of Servers (Exchange, Citrix, Web & Sharepoint)

CAN Availability (Campus Area Network)

WAN Availability (FSSA, BMV and INDOT remote locations)

New User Account Requests - creation within 2 business days

Disable User Account Requests - within 4 hours

Privilege Change Requests - within 8 business hours

Completion of Project by Promised Due Date (within a 5% margin of total planned project duration)

Portal Availability 24x7

Portal Project Delivery

Resolution of GMIS App Tickets Within 24 Hrs.

Implement 30 Security practices to further secure the State's network and applications (8 per quarter)

Oversee or perform 30 reviews of individuals, agency, and system compliance with security practices in place (8 per quarter)

Seat charge per desktop user per year

Communications / Access Services

Data Center Services

Mainframe Services

Telecommunication Services (Local and Long Distance Phone Service)

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