From a 63-row sample across 7 columns.
| key_performance_indicator | goal | objective | kpi_definition | metric | baseline_measure_3q_2015 | _4q_2015_measure |
|---|---|---|---|---|---|---|
| Customer Satisfaction Index | Goal 1: Enhance and Improve Services | Objective 1: Improve key DoITT processes to increase customer satisfaction with service delivery | Overall satisfaction rating on the annual customer satisfaction survey given to agencies using DoITT Services | Average rating from survey | Pending survey | Pending survey |
| Average Duration of Requests in Intake – with Solutioning | Goal 1: Enhance and Improve Services | Objective 1: Improve key DoITT processes to increase customer satisfaction with service delivery |
The machine field names SoQL needs, with the publisher's own description of each.
| Field | Type | Description | Null | Values |
|---|---|---|---|---|
key_performance_indicator | text | KPIs developed for each Strategic Plan objective to measure DoITT's performance | 0% | Customer Satisfaction In…Telecom Site Visits Cond…M/WBEs in Contract |
goal | categorical | Goal number and title from the DoITT Strategic Plan | 0% | Goal 3: Invest in Human …Goal 1: Enhance and Impr…Goal 2: Expand Strategic…of 6 |
objective | text | Objective number and title from the DoITT Strategic Plan | 0% | Objective 3: Foster a cu…Objective 2: Expand broa…Objective 2: Facilitate … |
GET /api/datasets/nja7-3m37 GET /api/datasets/nja7-3m37/quality GET /api/datasets/nja7-3m37/related GET /api/columns?dataset=nja7-3m37
| Days an “Intake Complete” request with solutioning, takes to exit Intake |
| Average number of days |
| 23 |
| 21.33 |
| Average Duration of Requests in Intake – without Solutioning | Goal 1: Enhance and Improve Services | Objective 1: Improve key DoITT processes to increase customer satisfaction with service delivery | Days an “Intake Complete” request without solutioning, takes to exit Intake | Average number of days | 6.33 | 11.33 |
| Citywide Service Desk Incidents Resolved on First Call | Goal 1: Enhance and Improve Services | Objective 1: Improve key DoITT processes to increase customer satisfaction with service delivery | Incidents called into Service Desk that are resolved by the service desk without a transfer | Percent of incidents resolved without a transfer | 78.76% | 80.21% |
| Duration of Infrastructure Provisioning Builds | Goal 1: Enhance and Improve Services | Objective 1: Improve key DoITT processes to increase customer satisfaction with service delivery | Days that an infrastructure provisioning spends in the build phase | Average number of days in build phase | 7.74 | 7.98 |
| Self-Service Provisioning | Goal 1: Enhance and Improve Services | Objective 2: Integrate new and emerging processes and technologies to improve operational effectiveness and IT service management | Self-service builds | Percent of self-service builds | 48% | 48% |
| Configuration Items (CI)s with Complete Records in CMDB [planned} | Goal 1: Enhance and Improve Services | Objective 2: Integrate new and emerging processes and technologies to improve operational effectiveness and IT service management | CIs with the basic information columns filled out | TBD | Pending | Pending |
| Projects Waiting to Start | Goal 1: Enhance and Improve Services | Objective 3: Align DoITT resources to best deliver DoITT services | Days between project assignment and start date due to staffing (e.g. PM), technology, licensing/procurement resources, etc. | Average number of days from Project Assignment Date to Project Start date | 21.13 (3 month avg) | 23.98 (3 month avg) |
| Builds On-Deck | Goal 1: Enhance and Improve Services | Objective 3: Align DoITT resources to best deliver DoITT services | Days that an infrastructure provisioning build remains on-deck | Average number of days on-deck | 4.7 | 5.8 |
| Resolution of Critical or High-Priority Incident Tickets | Goal 1: Enhance and Improve Services | Objective 3: Align DoITT resources to best deliver DoITT services | Percentage of critical or high-priority incidents addressed within 10 minutes | Percent of critical or high-priority incident tickets addressed within 10 minutes | 61% | 60% |
kpi_definition | text | Defintion of the KPI | 0% | Overall satisfaction rat…State of Technology repo…Agency critical applicat… |
metric | text | Description of the calculation type (e.g. percent or number) | 0% | Average rating from surv…Average number of daysPercent time operational |
baseline_measure_3q_2015 | text | Metric calculated for third quarter of the 2015 calendar year | 0% | Pending surveyPendingPending Annual Metric |
_4q_2015_measure | text | Metric calculated for fourth quarter of the 2015 calendar year | 0% | Pending surveyPending0 |