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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
    
AugustSeptemberOctober
First Call Resolution347314277
Avg Response Time (hh:mm)0:300:120:06
Avg Resolution Time (hh:mm)0:390:290:19
SLA Compliance %100%100%100%
Issues Opened417369306
Issues Reopened550
Issues Closed412372318
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
Auditors46
Collections25
County Clerks175
Courts218
District Attorney143
District Clerk232
Election51
Fire Marshall26
Information Technology243
Juvenile153
Maintenance4
Personnel23
Pre-trial Release13
Precincts5
Public3
Purchasing24
Records Services11
Road and Bridge16
Sheriff867
Treasurers1
Veterans Services1
Closed Service Desk Tickets by Issue Type (within the last 6 months)
DepartmentTotal Closed
Administrative101
Application Development7
Application Support123
Authorization / Set Up52
Change Control1
Documentation1
Errors43
Hardware Maintenance173
Network149
Order Items3
Software Maintenance28
System Support9
User Support1902
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