PRT Meeting August 2011 United States Department of Agriculture Office of the Chief Financial Officer National Finance Center.

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Presentation transcript:

PRT Meeting August 2011 United States Department of Agriculture Office of the Chief Financial Officer National Finance Center

Schedule Release Summary As of 7/31/2011 GESD Projects scheduled –137 Projects Scheduled GESD Projects Unscheduled Breakdown –34 Projects on hold –60 Awaiting Response –160 FRD In Process –88 TBD 2

Schedule Release Summary (Cont.) TBD Project Breakdown by Line of Business (LOB) as of 7/31/ Line of BusinessTBD Total by LOB PPS44 EmpowHR20 PPS/EmpowHR4 webTA17 CLER/DPRS1 PCIP/IPPS3

Schedule Release (SR) Status CY 2011 PP20 Projects –56 Projects Scheduled CY 2011/2012 Annual Release Projects –6 Projects Scheduled Off Release Projects –44 Projects Scheduled 4

Software Change Request Totals Software Change Requests –2009, 547 SCR’s Completed –2010, 540 SCR’s Completed –2011, 308 SCR’s Completed (as of 7/31/2011) 5

Software Change Requests Summary 6 MayJuneJuly Scheduled Unscheduled On Hold242934

Software Change Request (SCR) Summary 7 MayJuneJuly SCR’s Received SCR’s Scheduled SCR’s Closed159915

Software Problem Report (SPR) Summary 8 MayJuneJuly Beginning Balance Received Closed Ending Balance271713

SPR - Average Age at Closure (Days) 9 MayJuneJuly Critical000 High017 Normal654

Software Problem Report (SPR) Totals SPR’s –2009, 1265 SPR’s Completed –2010, 1490 SPR’s Completed –2011, 936 SPR’s Completed as of July 31,

PPS – Help Desk Statistics 11 MayJuneJuly Service Level 80% Calls answered w/in 30 seconds 2136 of 2574 (83%) 2370 of 3038 (78%) 2089 of 2547 (82%) First Call Resolution (Goal 70%) 2515 of 2574 (98%) 3006 of 3038 (98%) 2514 of 2547 (99%) 90% Resolution Of Written Inquiries w/in 7 days 173 of 174 (99%) 158 of 161 (98%) 208 of 210 (99%)

Web TA Hosting Plus – Help Desk Statistics 12 MayJuneJuly Service Level – 80% Calls answered w/in 30 seconds 75 of 79 (96%) 65 of 69 (95%) 63 of 63 (100%) First Call Resolution (Goal 70%) 79 of 79 (100%) 69 of 69 (99%) 63 of 63 (100%) 90% Resolution Of Written Inquiries w/in 7 days 95 Of 95 (100%) 100 of 100 (100%) 95 of 95 (100%)

Incident Report (IR) Summary 13 MayJuneJuly Beginning Balance IR’s Received IR’s Closed Ending Balance

EmpowHR IR Average Age at Closure * 14 FebruaryMarchApril Critical Critical Critical

EmpowHR – Help Desk Statistics 15 MayJuneJuly Service Level – 80% Calls answered w/in 30 seconds 390 of 454 (86%) 489 of 553 (88%) 448 of 505 (89%) First Call Resolution (Goal 70%) 422 of 454 (93%) 518 of 553 (94%) 458 of 505 (91%) 90% Resolution Of Written Inquiries w/in 7 days 147 of 147 (100%) 167 of 167 (100%) 189 of 189 (100%)