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Goals <br />Administration & Support Services Program Key Indicators <br />Information Technology Sub -Program <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 />2020 <br />2021 <br />2022 <br />2023 <br />INDICATOR <br />UNIT <br />ACTUAL* <br />ESTIMATED** <br />PROJECTED*** <br />PROJECTED <br />Workload <br />Percentage Change in Number of Tickets <br />% From Previous <br />+30.75% <br />+10.00% <br />+10.00% <br />N/A <br />Addressed + <br />Year <br />Percentage Change in Number of <br />% From Previous <br />+10.67% <br />° <br />1.74/° <br />° <br />3.62 /° <br />N/A <br />Devices Supported ++ <br />Year <br />Efficiency <br />Information Technology Operating <br />% IT/General Fund <br />3.64% <br />° <br />3.70/° <br />° <br />3.76 /° <br />N/A <br />Budget as a % of Overall CityBudget <br />Infrastructure Availability <br />% of Time <br />99.99% <br />99.99% <br />99.99% <br />99.99% <br />Effectiveness <br />Internal Survey <br />Question: Overall <br />Target = HIGH <br />HIGH - IVIED - LOW <br />HIGH <br />HIGH <br />HIGH <br />HIGH <br />Performance Rating of <br />Rating <br />IT Services/Support <br />. 2020 IT Budget = $752,280 <br />2020 General Fund Budget = $20,688,970 <br />+ 2019 Total IT Tickets = 1,925 <br />+ 2020 Total IT Tickets = 2,517 <br />+ 2021 Total IT Tickets (projected) = 2,769 <br />+ 2022 Total IT Tickets (projected) = 3,046 <br />++ 2019 Total Devices Supported = 1,350 <br />++ 2020 Total Devices Supported = 1,494 <br />++ 2021 Total Devices Supported = 1,520 <br />++ 2022 Total Devices Supported = 1,575 <br />" 2021 IT Budget = $783,140 <br />" 2021 General Fund Budget = $21,170,970 <br />*** 2022 IT Budget = $793,020 <br />2022 General Fund Budget = $21,083,020 <br />15 <br />