Accomack County
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General
|
Measure |
FY2019 | FY2020 | FY2021 | FY2022 | FY2023 |
Current Goal |
|---|---|---|---|---|---|---|
| Computers and Devices Supported* | 869 | 926 | 953 | 1031 | 1052 | n/a |
| Refresh Computer Inventory | 27% | 21% | 11% | 8% | 17% | 20% of inventory (changed to % of inventory in FY2019 vs. number of computers) |
| Scheduled County Owned IT Infrastructure Downtime/Maintenance | 106 hrs. | 91 hrs. | 98 hrs. | 82 hrs. | 54 hrs. | As required. |
| County Owned IT Infrastructure Availability*** | 99.996% | 99.982% | 99.86% | 100% | 100% | 99% or higher uptime. |
*Includes workstations, laptops, mobile devices, servers, networking equipment, VoIP phones, surveillance equipment and printers.
** In order to keep up with expiring warranties, minimize security risks and reduce down time due to computer failure, 20% of the inventory should be replaced each year.
*** This includes mission critical systems & network devices that IT has direct control over. This does not include after business hours scheduled downtime and maintenance.
IT Service Desk
|
Measure |
FY2019 | FY2020 | FY2021 | FY2022 | FY2023 |
Current Goal |
|---|---|---|---|---|---|---|
| Avg. Number of Tickets | 159 | 189 | 195 | 206 | 255 | n/a |
| Avg. % of tickets resolved on first contact* | 88% | 72% | 76% | 78% | 81% | 65%+ |
| Average Customer Satisfaction Score** | 86% Very Satisfied | Unavailable*** | Unavailable*** | 97% | 98% | 70%+ Very Satisfied |
*The percentage of tickets that did not require more than one contact to resolve.
** Responses are limited to Very Satisfied, Met Expectations, Neutral, Very Dissatisfied.
***A new ticketing system was implemented in FY2020 and the data was not available.
Information Security Awareness Training Program
|
Measure |
FY2019 | FY2020 | FY2021 | FY2022 | FY2023 |
Current Goal |
|---|---|---|---|---|---|---|
| % of end users who received training* | 100% | See comments below*** | 100% | 100% | 100% | 100% |
| Security awareness training effectiveness** | 1.69% | 1.58% | 2.12% | 1.93% | 1.28% | <5% |
*All employees are required to undergo annual security awareness training every each year.
** All end users are sent monthly phishing test emails. The measure provided is the percentage of users that clicked on links embedded in the phishing test emails.
***FY20 training was delayed until the fall of 2020 (FY2021) due to COVID-19.