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) Service tickets categorized as employee locator service or wrong number are excluded from this measure. Number column

Oct 2010 638 Nov 2010 1,012 Dec 2010 360 Jan 2011 282 Feb 2011 301 Mar 2011 302 Apr 2011 298 May 2011 333 Jun 2011 321 Jul 2011 236 Aug 2011 216 Sep 2011 267

Oct 2011 322 Nov 2011 366 Dec 2011 450 Jan 2012 329 Feb 2012 320 Mar 2012 287 Apr 2012 330 May 2012 357 Jun 2012 388 Jul 2012 407 Aug 2012 477 Sep 2012 Sub Number of service tickets which remain open at the end of the month that have been open for more than 30 days (1) Number 0

Oct 2010 304 Nov 2010 261 Dec 2010 239 Jan 2011 232 Feb 2011 232 Mar 2011 233 Apr 2011 238 May 2011 282 Jun 2011 280 Jul 2011 197 Aug 2011 167 Sep 2011 201

Oct 2011 229 Nov 2011 291 Dec 2011 364 Jan 2012 242 Feb 2012 222 Mar 2012 215 Apr 2012 242 May 2012 273 Jun 2012 328 Jul 2012 348 Aug 2012 412 Sep 2012 Sub Number of service tickets which remain open at the end of the month that have been open for more than 30 days (1) Number 0

Oct 2010 14 Nov 2010 8 Dec 2010 7 Jan 2011 1 Feb 2011 0 Mar 2011 1 Apr 2011 2 May 2011 7 Jun 2011 4 Jul 2011 2 Aug 2011 2 Sep 2011 2

Oct 2011 2 Nov 2011 2 Dec 2011 3 Jan 2012 3 Feb 2012 8 Mar 2012 3 Apr 2012 8 May 2012 13 Jun 2012 8 Jul 2012 5 Aug 2012 5 Sep 2012 Sub Number of service tickets which remain open at the end of the month that have been open for more than 30 days (1) Number 0

Oct 2010 260 Nov 2010 84 Dec 2010 50 Jan 2011 31 Feb 2011 40 Mar 2011 35 Apr 2011 43 May 2011 37 Jun 2011 29 Jul 2011 30 Aug 2011 33 Sep 2011 48

Oct 2011 68 Nov 2011 45 Dec 2011 52 Jan 2012 53 Feb 2012 61 Mar 2012 63 Apr 2012 74 May 2012 65 Jun 2012 45 Jul 2012 49 Aug 2012 49 Sep 2012 Sub Number of service tickets which remain open at the end of the month that have been open for more than 30 days (1) Number 0

Oct 2010 3 Nov 2010 3 Dec 2010 1 Jan 2011 0 Feb 2011 0 Mar 2011 0 Apr 2011 1 May 2011 0 Jun 2011 0 Jul 2011 0 Aug 2011 0 Sep 2011 0

Oct 2011 0 Nov 2011 0 Dec 2011 0 Jan 2012 0 Feb 2012 0 Mar 2012 0 Apr 2012 0 May 2012 0 Jun 2012 0 Jul 2012 0 Aug 2012 0 Sep 2012 Sub Number of service tickets which remain open at the end of the month that have been open for more than 30 days (1) (2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category. Number 0

Oct 2010 57 Nov 2010 656 Dec 2010 63 Jan 2011 18 Feb 2011 29 Mar 2011 33 Apr 2011 9 May 2011 5 Jun 2011 7 Jul 2011 7 Aug 2011 9 Sep 2011 10

Oct 2011 15 Nov 2011 17 Dec 2011 20 Jan 2012 22 Feb 2012 23 Mar 2012 1 Apr 2012 1 May 2012 1 Jun 2012 7 Jul 2012 1 Aug 2012 3 Sep 2012 Sub Number of service tickets which remain open at the end of the month that have been open for more than 30 days (1) (2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category. Number 0

Apr 2011 5 May 2011 2 Jun 2011 3 Jul 2011 5 Aug 2011 5 Sep 2011 6

Oct 2011 8 Nov 2011 11 Dec 2011 11 Jan 2012 9 Feb 2012 6 Mar 2012 5 Apr 2012 5 May 2012 5 Jun 2012 0 Jul 2012 4 Aug 2012 8 Sep 2012 http://www.fda.gov/AboutFDA/Transparency/track/ucm206310.htm FDA-TRACK Office of Operations Dashboard ਍††਍਍਍਍਍਍਍