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Reference Section: Information Technology
<br />Definitions
<br />CPM 101 Annual Report: FY2011 Information Technology /76
<br />• Help desk calls: This includes all initial and follow -up help desk calls. If a single service problem
<br />results in 10 people calling the help desk this is reported as 10 calls. Also, if an individual is not able
<br />to get a problem resolved after an initial call, and then calls back about the same issue the next day,
<br />both of these calls are reported as a call. This means that several calls could pertain to a single issue.
<br />• Information technology expenditures: This includes actual expenditures for salaries and fringe
<br />benefits, supplies, parts, materials for information technology services, telephone and network
<br />systems, application services, and desktop and help desk services. It also includes expenditures for
<br />information technology services performed by local government employees and by contractors paid
<br />by the local government (including supervisors and managers whose primary areas of responsibility
<br />include information technology activities) and expenditures for IT- related contractors and
<br />consultants. It excludes expenditures for overhead activities, management staff not directly involved
<br />in supervision of information technology personnel or activities, facilities management
<br />(custodial /repair, bldg. depreciation, all utilities), finance /payroll, fleet management (and all fuel),
<br />purchasing, human resources, risk management (and all workers compensation), pager and cell
<br />phone charges for service subscriptions, line charges, equipment leases, and actual calls made,
<br />telephone utility charges for local and long distance service and actual calls made, and capital
<br />expenditures (as capital is defined by your jurisdiction).
<br />• Information technology hours paid: This includes hours paid to all information technology
<br />employees in the jurisdiction, whether these employees were assigned to the central information
<br />technology department or they were assigned to another department. It includes hours paid for
<br />telephone, network, applications, and desktop systems and services, hours paid to all full -time, part -
<br />time, and seasonal personnel, and hours paid to supervisory and non - supervisory personnel. It
<br />excludes hours paid for radio systems services, overtime hours worked by employees who do not
<br />qualify for overtime pay (e.g. FLSA- exempt employees), hours paid for overhead activities,
<br />management staff not directly involved in supervision of information technology personnel or
<br />activities, facilities management (custodial /repair, bldg. depreciation, all utilities), finance /payroll,
<br />fleet management (and all fuel), purchasing, human resources, risk management (and all workers
<br />compensation), and hours paid to contractual staff.
<br />• Resolution of help desk calls: A call is considered resolved when it is resolved from the customer's
<br />point of view. Thus, the clock starts when the customer notifies the help desk of the need for
<br />service, and it stops when the customer's service need has been met. If a help desk call is routed to
<br />other jurisdiction staff or to a contractor for assistance, then the call is considered resolved when
<br />the other staff complete the task.
<br />Raw Data
<br />If your local government participates in CPM 101, you may access the raw data for this on the CPM 101
<br />Knowledge Network group located here. For assistance on accessing the group or locating the file please
<br />send an e-mail to CPM (cpmmail @icma.org). (Non - participants do not receive access to the raw data.)
<br />OICMA Center for Performance Measurement'"
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