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City of Roseville — 2014 Budget <br />Local Benchmark: Average License Center customer wait time: W, DL,DNR Licenses <br />IR2025 Strategy: 2B <br />Description: N/A <br />3-Year <br />2010 2011 2012 Average 2013 <br />n/a 10 13 12 - <br />Local Benchmark: Percentage of first response Service Level Agreement violations for IT <br />support tickets <br />IR2025 Strategy: N/A <br />Description: First response to support ticket is due within 30 minutes of the service <br />request between the hours of dam and fpm, excluding weekeends and <br />holidays. Target is S% or less <br />3-Year <br />2010 2011 2012 Average 2013 <br />19.8% 15.4% 22.9% 19.4% 0.0% <br />Local Benchmark: Percentage of due date Service Level Agreement violations for IT <br />support tickets <br />IR2025 Strategy: N/A <br />Description: Due date is measured between the time of the service request and the <br />time the ticket is resolved or closed based on separately measured <br />categories of service priorites. Minimum closure time is 72 hours <br />excluding weekends and holidays. Target is 25% or less <br />3-Year <br />2010 2011 2012 Average 2013 <br />13.5% 29.6% 10.7% 17.9% 0.0% <br />r'E <br />