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Administration & Support Services Program Key Indicators <br />Information Technology Sub -Program <br />Goals <br />Ensure inclusive, responsive, transparent, friendly, fiscally responsible, effective and <br />efficient governance, administration, and support. <br />Objectives <br />Maintain a secure and connected network ensuring all users have appropriate <br />technological resources to effectively perform their jobs. Provide outstanding internal <br />customer service to efficiently resolve employee help desk issues. <br />INDICATOR <br />UNIT <br />2015 <br />ACTUAL <br />2016 <br />ESTIMATED <br />2017 <br />PROJECTED <br />Context Data and General Information <br />IT Staff <br /># IT FTE <br />3 <br />4 <br />5 <br />City Staff FTE <br /># City Staff FTE <br />185 <br />185 <br />185 <br />IT Operating Budget <br />$ <br />$411,040 <br />$560,267 <br />$661,267 <br />Workload <br />Data Networks Supported <br />Items <br />24 <br />38 <br />38 <br />Enterprise Devices Supported <br />Items <br />500 <br />500 <br />500 <br />Servers Supported <br />Items <br />48 <br />50 <br />48 <br />Workstations Supported <br />Items <br />300 <br />300 <br />300 <br />Total Help Desk Tickets <br />Items <br />1,566 <br />1,865 <br />1,865 <br />Enterprise Applications Supported <br />Items <br />New Metric <br />21 <br />21 <br />Efficiency <br />IT Expense per FTE <br />Expense/ FTE <br />$2,222 <br />$3,028 <br />$3,574 <br />IT budget % of City Operating Budget <br />%/Budget <br />New Metric <br />1.7% <br />2.0% <br />Average Expenditures Per Seat <br />$/Seat <br />$1,600 <br />$1,600 <br />$1,600 <br />Effectiveness <br />IT -to -Staff FTE Ratio <br />% of FTE <br />1.6% <br />2.2% <br />2.7% <br />Infrastructure availability <br />% of time <br />99% <br />99% <br />99% <br />Performance Rating on internal survey' <br />HIGH <br />HIGH <br />HIGH <br />% RUN Operations (Standard 80%) <br />% <br />New Metric <br />65% <br />TBD <br />% GROW Operations (Standard 15%) <br />% <br />New Metric <br />9% <br />TBD <br />TRANSFORM Operations (Std 5%) <br />% <br />New Metric <br />26% <br />TBD <br />External Comparison- IT Departments (3)2 <br />Comparison <br />New Metric <br />See below <br />TBD <br />1 <br />Based <br />2 Compare <br />on electronic survey submitted at conclusion of each ticket with rating on a scale of HIGH, MEDIUM, LOW <br />to 3 similar sized City IT departments based on IT -to -Staff FTE Ratio, IT Expense -per -FTE, and IT Budget % of City Operating Budget: <br />City IT % of City Operating Budget IT -to -Staff FTE Ratio IT Expense per FTE <br />Louisville 1.70% 2.16% $3,028 <br />Lafayette 1.55% 1.22% $3,067 <br />Golden 2.29% 2.67% $6,590 <br />Arvada 3.35% 3.76% $9,120 <br />Westminster 3.21% 2.98% $6,630 <br />Longmont 2.27% 2.25% $6,261 <br />