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Information Technology Department
IT Performance Statistics
Welcome to the Information Technology Statistics and Performance web page. Our goal is to provide the Public and the County with information concerning the activites and workload of the IT department.

The IT department uses a software tool to log and track any and all computer and network related issues. By logging our activity, we are able to report and summarize the issues confronting the County IT department. Our end goal is to not only measure our efficiencies, but in turn to discover new ways of effectively delivering your digital needs.

Summary Quarterly Performance Table
    
JuneJulyAugust
First Call Resolution296371327
Avg Response Time (hh:mm)0:170:180:31
Avg Resolution Time (hh:mm)0:350:250:38
SLA Compliance %100%100%100%
Issues Opened404460389
Issues Reopened384
Issues Closed404444382
Volume of IT Service Desk Tickets
Performance Measures for Completed IT Service Desk Tickets
Closed Service Desk Tickets by Department (within the last 6 months)
DepartmentTotal Closed
Auditors40
Collections17
County Clerks202
Courts226
District Attorney133
District Clerk198
Election51
Fire Marshall23
Information Technology249
Juvenile159
Maintenance5
Personnel27
Pre-trial Release12
Precincts3
Purchasing25
Records Services10
Road and Bridge18
Sheriff843
Treasurers5
Veterans Services1
Closed Service Desk Tickets by Issue Type (within the last 6 months)
DepartmentTotal Closed
Administrative78
Application Development11
Application Support130
Authorization / Set Up54
Change Control1
Documentation1
Errors41
Hardware Maintenance208
Network165
Software Maintenance43
System Support12
User Support1791
The table and charts above indicate the number of service desk tickets completed.
For questions or comments, please call the helpdesk at 590-4650.
Smith County Texas
100 N. Broadway Tyler, Texas
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phone 1.903.590.2600 | email comments@smith-county.com