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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
    
MayJuneJuly
First Call Resolution305296336
Avg Response Time (hh:mm)0:210:170:18
Avg Resolution Time (hh:mm)1:140:350:25
SLA Compliance %100%100%100%
Issues Opened330404408
Issues Reopened235
Issues Closed342404400
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
Auditors39
Collections20
County Clerks184
Courts219
District Attorney126
District Clerk184
Election52
Fire Marshall22
Information Technology236
Juvenile175
Maintenance4
Personnel31
Pre-trial Release17
Precincts1
Purchasing25
Records Services9
Road and Bridge15
Sheriff784
Treasurers5
Veterans Services1
Closed Service Desk Tickets by Issue Type (within the last 6 months)
DepartmentTotal Closed
Administrative81
Application Development10
Application Support145
Authorization / Set Up68
Change Control1
Documentation1
Errors46
Hardware Maintenance232
Network173
Software Maintenance44
System Support8
User Support1624
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