Tyler Oregon Service Desk Reporting
The Oregon E-Government Service Desk is here to help. Our reporting is the best tool we have to determine how successfully we accomplish that purpose. In this article, you will find the reports that we use to determine how we are doing and where we need to focus our efforts.
We report at a monthly cadence on the following measures:
Service desk staff endeavor to update these reports during the first full week of the month. If after that, you do not see the most recent month's statistics, try changing the filter settings in the upper right hand corner of each graph. This should refresh the connection between the graph and the data.
Agency Satisfaction
At NIC Oregon, the satisfaction of those we serve is second only to the availability of the products we provide. We offer an opportunity for feedback on every ticket submitted by state agencies and other entities. We depend on that feedback to focus our efforts on areas where opportunities for improvement are indicated.
Monthly Ticket Volume
Volume is the measure of how many times our service desk was called on during the month to provide help. Between tickets from state entities and chats from the public, we average over two hundred and fifty requests for assistance each month. These range from simple questions about who to contact to address an issue to complex requests for new tools or services to support programs and projects related to state services or offerings. The Tickets in Progress metric shows how many tickets are open and still being worked on at the end of the month.
Ticket Response Time
The Oregon E-Government Service Desk exists to help. The first step in helping is letting our customers know that help is either here, or on the way. We track initial response times for tickets because we want to make sure that you, as a person asking for help, know that we have seen your request and are either fulfilling it presently or have routed it for review and prioritization. While the common initial response for an IT ticket is just over 3 hours, our goal is to respond within one business hour of submitting your request 90% of the time. That's a lofty goal and is not always attainable. This report will help us make sure that we are successfully progressing toward that goal over time and alert us if we start slipping away from it.
Defect Resolution
One of the most serious things we deal with at the Oregon E-Government Service Desk are defects. A defect is an instance of something that was working as designed but has stopped. A defect can range from a broken link in a custom application to a full service outage. Defect tickets have a Service Level Agreement (SLA) attached to them which sets a goal for an acceptable period of time in which to resolve the defect. The goals are these:
| Defect Priority | Example | Resolution Time |
|---|---|---|
| Urgent | Application or site is completely unavailable | 12 hours |
| High | Significantly degraded ability to use an application or site | 48 hours |
| Normal | Broken link in a custom application | 2 weeks |
| Low | Deprecated style affecting visual presentation of an application element - users still able to perform all tasks | As scheduled |
The examples provided are representative of the priorities that may be set for such instances. Each submission is evaluated individually and will be set to a priority appropriate to its impact, mission critical status and scope.
Aging Tickets
Aging tickets are a measure of the requests that are taking a bit longer to fulfill. Some may be on hold by request, some may be waiting for action by one or more parties and some represent larger bodies of work that are being scheduled for completion.
We consider aging defect tickets to be those over 2 weeks old and non defect tickets are considered aging after being open for 30 days. Change requests, new projects, tickets relating to products or services that are not administered by NIC Oregon and website redesign tickets are not counted in our aging ticket metrics.
If you have suggestions about additional measures to consider for reporting, please submit your suggestion to the Oregon E-Government Service Desk for consideration.
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