Key Performance Indicators (KPIs)
- 95% of all Critical* service outages will be resolved within 1-hour, during business hours**
- Unresolved Incidents will age no more than 2 business days
- Service Requests will be scheduled based on customer need and schedule met 100% of the time
- Phone-in incidents will be resolved upon first contact with ITaP 95% of the time, during business hours
- Average call wait time at the Customer Service Center is less than 1 minute
- Average number of calls abandoned*** is less than 1% per day
GOALS
Continuous Improvement on KPIs
Baseline measured from 2018 metrics with a 10% improvement expected; 20% improvement outstanding.
* Ticket Type = Incident, Urgency = Work Stopped, Impact = Widespread
** Monday – Friday, 8:00am – 5:00pm
*** Rate calculated for calls that hold longer than 61 seconds
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