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Medway MA* <br />Libertyville IL <br />Eau Claire WI <br />Show Low AZ <br />Junction City KS <br />Purcellville VA <br />Blue Ash OH <br />Greenwich CT <br />Newburgh NY <br />Rohnert Park CA <br />Lunenburg MA <br />Fredericksburg VA <br />Monterey CA <br />Rancho Cordova CA <br />Salisbury MD <br />Algonquin IL <br />Snellville GA <br />Fort Lauderdale FL <br />Chula Vista CA <br />Belmont MA <br />Shelton WA <br />Campbell County WY <br />Andover MA <br />Sugar Land TX <br />O'Fallon MO <br />Windsor CT <br />Ukiah CA <br />Delray Beach FL <br />Annapolis MD <br />Sahuarita AZ <br />Figure 7 -3: Efficiency Measure: Number of Help Desk Calls per IT FTE <br />■ <br />■ <br />■ <br />■ <br />6 <br />i <br />i <br />• <br />• <br />0 1,000 <br />2,000 <br />CPM 101 Annual Report: FY2011 Information Technology /74 <br />3,000 <br />Click to view definitions, raw <br />data information, and figure - <br />specific explanatory notes. <br />4,000 <br />❑Calls resolved at time of call per IT FTE •Total calls resolved per IT FTE <br />1 <br />5,000 6,000 <br />* Medway, MA indicated that their number of help desk calls was high due to problems with their server and <br />the installation of new computers. <br />OICMA Center for Performance Measurement "" <br />Total calls received per IT <br />FTE <br />Resolved at time of <br />call per IT FTE <br />CPM 101 <br />Mean <br />689 <br />781 <br />Median <br />384 <br />228 <br />CPM 101 & Comprehensive <br />Mean <br />572 <br />521 <br />Median <br />319 <br />96 <br />Medway MA* <br />Libertyville IL <br />Eau Claire WI <br />Show Low AZ <br />Junction City KS <br />Purcellville VA <br />Blue Ash OH <br />Greenwich CT <br />Newburgh NY <br />Rohnert Park CA <br />Lunenburg MA <br />Fredericksburg VA <br />Monterey CA <br />Rancho Cordova CA <br />Salisbury MD <br />Algonquin IL <br />Snellville GA <br />Fort Lauderdale FL <br />Chula Vista CA <br />Belmont MA <br />Shelton WA <br />Campbell County WY <br />Andover MA <br />Sugar Land TX <br />O'Fallon MO <br />Windsor CT <br />Ukiah CA <br />Delray Beach FL <br />Annapolis MD <br />Sahuarita AZ <br />Figure 7 -3: Efficiency Measure: Number of Help Desk Calls per IT FTE <br />■ <br />■ <br />■ <br />■ <br />6 <br />i <br />i <br />• <br />• <br />0 1,000 <br />2,000 <br />CPM 101 Annual Report: FY2011 Information Technology /74 <br />3,000 <br />Click to view definitions, raw <br />data information, and figure - <br />specific explanatory notes. <br />4,000 <br />❑Calls resolved at time of call per IT FTE •Total calls resolved per IT FTE <br />1 <br />5,000 6,000 <br />* Medway, MA indicated that their number of help desk calls was high due to problems with their server and <br />the installation of new computers. <br />OICMA Center for Performance Measurement "" <br />