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Information Technology National Trend Report (Sample)

Last updated on 2018-11-02

Service Area Overview

Information Technology departments or professionals operate and maintain technology services, troubleshoot issues with devices and software, and support the organizational goals of a jurisdiction through technological innovation and implementation.  IT departments provide digital efficiencies and connectivity for a professionals within any jurisdictional department or service area.  

Influencing Factors Include

  • Demographics:  Population, geographic land area, and employee age demographics may affect jurisdictional needs and staffing levels of information technology services.
  • Organizational Structures:  Some jurisdictions provide additional services through inter and intra web services, and have varying levels of technological infrastructure to operate and maintain throughout their jurisdiction.
  • Contract Services:  Some jurisdictions provide information technology services through contracts or public/private partnerships.

 

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Footnotes

IT Expenditures per Endpoint Served

IT Expenditures Per Endpoint Served: Calculated as expenditures for information technology personnel and operations divided by IT: number of endpoints served

National Peers: Albany, Bettendorf, Bowling Green, Charles County, Clayton, Columbia, Dallas, Denison, Dublin, Fairfax County, Farmers Branch, Fort Worth, Goodyear , Grandview, Greer, Harrisonville, Hermosa Beach, Kansas City, Kennesaw, Lakeville, McAllen, McKinney, Mesa, Miami-Dade County, Midland, Milton, Milwaukee County, Novi, Oklahoma City, Olathe, Orland Park, Oshkosh, Raleigh, Richmond Heights, San Antonio, Savannah, Scottsdale, Windsor

IT Help Desk Requests per Endpoint Served

National Peers: Albany, Bowling Green, Charles County, Clayton, Columbia, Dallas, Denison, Dublin, Fairfax County, Farmers Branch, Fort Worth, Goodyear , Greer, Hermosa Beach, Kansas City, Kennesaw, La Vista, Lakeville, McAllen, McKinney, Mesa, Miami-Dade County, Midland, Milton, Novi, Oklahoma City, Olathe, Oshkosh, Raleigh, San Antonio, Savannah, Scottsdale

% Help Desk Requests Resolved within 4 Hours

Percentage of Help Desk Requests Resolved Within 4 Work Hours: To be calculated as the number of IT help desk requests resolved in 0-4 hours, divided by the total nunber of IT help desk requests received (Q57).

● A resolved request would be one viewed as resolved by the customer. Thus, the clock would start when the customer notifies the Help Desk of the need for repair, and it would stop when the customer's service needs have been met/restored. If the jurisdiction stocks replacement parts or reserve equipment to swap with defective units, then the installation of the replacement would constitute resolution of the
repair call.

National Peers: Albany (OR), Charles County (MD), Clayton (MO), Columbia (MO), Dallas (TX), Denison (TX), Fairfax County (VA), Fort Worth (TX), Goodyear (AZ), Greer (SC), Kennesaw (GA), La Vista (NE), Lakeville (MN), McAllen (TX), McKinney (TX), Midland (MI), Oklahoma City (OK), Olathe (KS), Raleigh (NC), San Antonio (TX), Savannah (GA).

Request Resolution within 4 hr % vs. IT Expenditures

Percentage of Help Desk Requests Resolved Within 4 Work Hours: To be calculated as the number of IT help desk requests resolved in 0-4 hours, divided by the total nunber of IT help desk requests received (Q57).

● A resolved request would be one viewed as resolved by the customer. Thus, the clock would start when the customer notifies the Help Desk of the need for repair, and it would stop when the customer's service needs have been met/restored. If the jurisdiction stocks replacement parts or reserve equipment to swap with defective units, then the installation of the replacement would constitute resolution of the
repair call.

IT Expenditures Per Endpoint Served: Calculated as expenditures for information technology personnel and operations divided by IT: number of endpoints served

Residential Population of Jurisdiction: To be reported based on American Community Survey, state department of finance, council of governments, local planning department, or other sources; figures released within the past 24 months.

National Peers: Albany (OR), Charles County (MD), Clayton (MO), Columbia (MO), Dallas (TX), Denison (TX), Fairfax County (VA), Fort Worth (TX), Goodyear (AZ), Greer (SC), Kennesaw (GA), Lakeville (MN), McAllen (TX), Midland (MI), Olathe (KS), Raleigh (NC), San Antonio (TX), Savannah (GA).