OCIO Service Desk: Metrics

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OCIO Key Performance Goals

The following charts provide insight into the Office of the CIO's performance over the past 12 months.

The OCIO tracks key services including Core Network and Voice over Internet Protocol (VOIP). The goal for both services is 99.95% availability throughout the month. Core Network availability has consistently maintained the goal for the past year, while VoIP services fell below the goal in July, September, and November 2025, and January and July 2026.

A dual-axis bar chart titled "Service Availability" tracking monthly performance for "Core Network" and "VOIP" from August 2025 to August 2026 against a 99.950% goal line. The Core Network consistently stays above the goal, while VOIP misses the target line in several months, notably November 2025, January 2026, and July 2026.

Incident Reports allow the OCIO to handle incidents involving deployed software or hardware that State teammates and other agencies, boards, and groups currently utilize. Over the past 12 months, the agency has consistently met the goal of resolving 80% of incidents within 24 hours.

A combination bar and area chart titled "OCIO Service Portal - Incident Reports" tracks monthly incident metrics from August 2025 to August 2026 against a vertical y-axis scaled from 0 to 20,000. The chart displays "Total IR" as a light pink shaded area graph, "IR Resolved in 24 Hours" as dark pink vertical bars labeled with specific values ranging from 9,821 to 17,335, and a "Goal (80%)" represented by a solid yellow trendline tracking across the 13-month chronological timeline.

Service Requests are how the agency handles orders for new services or equipment. Over the past 12 months, the agency has consistently met the goal of completing 65% of Service Requests within 24 hours.

A combination bar and area chart titled "OCIO Service Portal - Service Requests" tracks monthly service metrics from August 2025 to August 2026 against a vertical y-axis scaled from 0 to 9,000. The chart displays "Total Service Requests Created" as a light blue shaded area graph, "SR Completed Within 24 Hours" as dark blue vertical bars labeled with specific values ranging from 3,144 to 5,838, and a "Goal (65%)" represented by a solid yellow trendline tracking across the 13-month chronological timeline.