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

2. 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

3. Schedule Release Summary (Cont.) TBD Project Breakdown by Line of Business (LOB) as of 7/31/2011 3 Line of BusinessTBD Total by LOB PPS44 EmpowHR20 PPS/EmpowHR4 webTA17 CLER/DPRS1 PCIP/IPPS3

4. 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

5. 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

6. Software Change Requests Summary 6 MayJuneJuly Scheduled156120109 Unscheduled356338357 On Hold242934

7. Software Change Request (SCR) Summary 7 MayJuneJuly SCR’s Received655336 SCR’s Scheduled343928 SCR’s Closed159915

8. Software Problem Report (SPR) Summary 8 MayJuneJuly Beginning Balance212717 Received140131132 Closed134141136 Ending Balance271713

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

10. 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, 2011 10

11. 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%)

12. 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%)

13. Incident Report (IR) Summary 13 MayJuneJuly Beginning Balance 59 56 IR’s Received 234336 IR’s Closed 23369 Ending Balance 595683

14. EmpowHR IR Average Age at Closure * 14 FebruaryMarchApril Critical 1 041 Critical 2 39.470.368.5 Critical 3 58.866.012.0

15. 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%)