Main The Office of Management - Office of Shared Services (OSS) functions as an internal support office for all FDA centers. Service tickets are recorded to track customer issues until they are resolved. Services that are provided by OSS range from facility management, financial management, fleet and mail services, etc. These services impact the public health indirectly through the centers that OSS supports. The desired trend is to reduce the average number of life cycle business days for services tickets. (1) A closed ticket indicates a completed ticket. Service tickets categorized as employee locator service or wrong number are excluded from this measure. Number column

FY 2010 Total: 28,838

Oct 2009 2,138 Nov 2009 2,151 Dec 2009 1,834 Jan 2010 1,791 Feb 2010 2,407 Mar 2010 2,593 Apr 2010 2,171 May 2010 2,801 Jun 2010 2,339 Jul 2010 2,522 Aug 2010 3,259 Sep 2010 2,832

FY 2011 Total: 25,374

Oct 2010 2,443 Nov 2010 2,656 Dec 2010 3,116 Jan 2011 2,371 Feb 2011 2,179 Mar 2011 1,670 Apr 2011 1,788 May 2011 1,677 Jun 2011 1,983 Jul 2011 1,849 Aug 2011 2,026 Sep 2011 1,616

FY 2012 YTD: 18,015

Oct 2011 1,790 Nov 2011 1,612 Dec 2011 1,484 Jan 2012 1,916 Feb 2012 1,558 Mar 2012 1,695 Apr 2012 1,428 May 2012 1,545 Jun 2012 1,556 Jul 2012 1,609 Aug 2012 1,822 Sep 2012 Sub Number of service tickets closed per category within the month (1) Number 0

FY 2010 Total: 15,839

Oct 2009 1,078 Nov 2009 1,203 Dec 2009 883 Jan 2010 952 Feb 2010 1,616 Mar 2010 1,323 Apr 2010 1,002 May 2010 1,472 Jun 2010 1,320 Jul 2010 1,423 Aug 2010 2,103 Sep 2010 1,464 0

FY 2011 Total: 15,788

Oct 2010 1,533 Nov 2010 1,407 Dec 2010 1,427 Jan 2011 1,570 Feb 2011 1,582 Mar 2011 1,183 Apr 2011 1,160 May 2011 1,062 Jun 2011 1,268 Jul 2011 1,233 Aug 2011 1,349 Sep 2011 1,014

FY 2012 YTD: 12,263

Oct 2011 1,265 Nov 2011 1,008 Dec 2011 1,041 Jan 2012 1,337 Feb 2012 1,047 Mar 2012 1,232 Apr 2012 1,001 May 2012 1,083 Jun 2012 991 Jul 2012 1,088 Aug 2012 1,170 Sep 2012 Sub Number of service tickets closed per category within the month (1) Number 0

FY 2010 Total: 823

Oct 2009 39 Nov 2009 66 Dec 2009 37 Jan 2010 49 Feb 2010 50 Mar 2010 84 Apr 2010 58 May 2010 57 Jun 2010 75 Jul 2010 134 Aug 2010 109 Sep 2010 65 0

FY 2011 Total: 494

Oct 2010 26 Nov 2010 29 Dec 2010 30 Jan 2011 40 Feb 2011 44 Mar 2011 38 Apr 2011 42 May 2011 43 Jun 2011 35 Jul 2011 48 Aug 2011 66 Sep 2011 53

FY 2012 YTD: 265

Oct 2011 28 Nov 2011 21 Dec 2011 17 Jan 2012 16 Feb 2012 18 Mar 2012 15 Apr 2012 22 May 2012 21 Jun 2012 26 Jul 2012 48 Aug 2012 33 Sep 2012 Sub Number of service tickets closed per category within the month (1) Number 0

FY 2010 Total: 7,662

Oct 2009 590 Nov 2009 728 Dec 2009 811 Jan 2010 644 Feb 2010 598 Mar 2010 703 Apr 2010 473 May 2010 487 Jun 2010 651 Jul 2010 582 Aug 2010 745 Sep 2010 650 0

FY 2011 Total: 6,094

Oct 2010 575 Nov 2010 796 Dec 2010 648 Jan 2011 548 Feb 2011 428 Mar 2011 365 Apr 2011 449 May 2011 422 Jun 2011 493 Jul 2011 451 Aug 2011 503 Sep 2011 416

FY 2012 YTD: 4,332

Oct 2011 308 Nov 2011 494 Dec 2011 364 Jan 2012 378 Feb 2012 356 Mar 2012 369 Apr 2012 338 May 2012 377 Jun 2012 420 Jul 2012 391 Aug 2012 537 Sep 2012 Sub Number of service tickets closed per category within the month (1) Number 0

FY 2010 Total: 1,497

Oct 2009 314 Nov 2009 32 Dec 2009 0 Jan 2010 1 Feb 2010 6 Mar 2010 238 Apr 2010 330 May 2010 479 Jun 2010 7 Jul 2010 76 Aug 2010 10 Sep 2010 4 0

FY 2011 Total: 11

Oct 2010 2 Nov 2010 4 Dec 2010 1 Jan 2011 1 Feb 2011 0 Mar 2011 2 Apr 2011 0 May 2011 1 Jun 2011 0 Jul 2011 0 Aug 2011 0 Sep 2011 0

FY 2012 YTD: 295

Oct 2011 98 Nov 2011 30 Dec 2011 0 Jan 2012 119 Feb 2012 42 Mar 2012 2 Apr 2012 0 May 2012 0 Jun 2012 4 Jul 2012 0 Aug 2012 0 Sep 2012 Sub Number of service tickets closed per category within the month (1) (2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category. Number 0

FY 2010 Total: 3,017

Oct 2009 117 Nov 2009 122 Dec 2009 103 Jan 2010 145 Feb 2010 137 Mar 2010 245 Apr 2010 308 May 2010 306 Jun 2010 286 Jul 2010 307 Aug 2010 292 Sep 2010 649 0

FY 2011 Total: 2,628

Oct 2010 307 Nov 2010 420 Dec 2010 1,010 Jan 2011 212 Feb 2011 125 Mar 2011 82 Apr 2011 47 May 2011 77 Jun 2011 107 Jul 2011 92 Aug 2011 64 Sep 2011 85

FY 2012 YTD: 680

Oct 2011 67 Nov 2011 47 Dec 2011 50 Jan 2012 45 Feb 2012 72 Mar 2012 64 Apr 2012 54 May 2012 49 Jun 2012 87 Jul 2012 71 Aug 2012 74 Sep 2012 Sub Number of service tickets closed per category within the month (1) (2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category. Number 0

FY 2011 Total: 359

Apr 2011 90 May 2011 72 Jun 2011 80 Jul 2011 25 Aug 2011 44 Sep 2011 48

FY 2012 YTD: 180

Oct 2011 24 Nov 2011 12 Dec 2011 12 Jan 2012 21 Feb 2012 23 Mar 2012 13 Apr 2012 13 May 2012 15 Jun 2012 28 Jul 2012 11 Aug 2012 8 Sep 2012 http://www.fda.gov/AboutFDA/Transparency/track/ucm206310.htm FDA-TRACK Office of Operations Dashboard ਍††਍਍਍਍਍਍਍