FY 2017-18 FINAL ADOPTED BUDGET

General Government - Network Services Fund

PERFORMANCE MEASURES

2015-16

2016-17

2017-18

2018-19

Actual

Budget

Adopted

Projected

Workload Measures  Help Desk calls closed

4,352

9,000

9,000

9,000

 Percent of public records requests responded to within 2 business days

100%

95%

95%

95%

 Volume of technology courses offered

30

30

30

35

 Telecom work orders closed

1,800

2,300

2,300

2,400

 Number of projects and initiatives executed to completion  Number of devices leased > 90 days beyond expiration  Number of external attacks detected and blocked  Number of malware infections identified and cleaned/removed Efficiency Measures  Percent first time resolution rate for IT Service Desk  Percent Abandon Call Rate  Percent of leased equipment deployed within 30 days  Average response time to critical systems and applications problems  Percent uptime on critical servers to include Lawson, Kronos, SQL, Web, Exchange, Apps1, etc  Percent of virtual servers as compared to physical  Average response time to helpdesk, systems and service requests Effectiveness Measures  Percentage of customers rating Network Services as "good" or "excellent"  Percentage of identified remote sites with network access  Number of vulnerabilities mitigated

179

180

180

180

4

100

100

100

259

300

300

300

5,008

6,000

6,000

6,000

560

700

700

700

9%

13%

13%

13%

100%

100%

100%

100%

1 hour or less 1 hour or less

1 hour or less

1 hour or less

99%

98%

98%

98%

94%

98%

98%

98%

3 hours

3 hours

3 hours

3 hours

99%

98%

98%

98%

100%

98%

100%

100%

2015-16

2016-17 Budget

2017-18 Adopted

2018-19 Projected

BUDGET SUMMARY

Actual

Expenditures:

Personnel Costs

1,710,033 8,189,066 2,188,498

1,822,669 9,489,551 2,850,000

1,896,103 9,067,522 3,650,000

1,945,006 9,047,999 3,650,000

Maintenance & Operations

Capital Outlay

Total

12,087,597

14,162,220

14,613,625

14,643,005

Total FTE Positions

20.750

20.650

20.650

20.650

Revenues:

Internal Charges Fund Balance

9,926,536

10,040,808 1,379,847 2,741,565

10,272,808

10,272,808

600,065

799,252

828,632

All Other

2,214,421

3,541,565

3,541,565

Total

12,741,022

14,162,220

14,613,625

14,643,005

BUDGET HIGHLIGHTS  The FY 17-18 Budget is increasing by $451,405, or 3.2%.  Network Services is ISO 27001 Certified for Cyber Security practices as of June 2017; one of 900 Public entities globally.

Adopted FY 2017-18 Budget

72