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U.S. Department of Health and Human Services

About FDA

Facility Management Services – Median number of business days from service ticket opened to service ticket closed within the month (1)

Dictionary: 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.

Fiscal Year - 2010

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TimeTargetMedian
Oct 2009N/A1
Nov 2009N/A10
Dec 2009N/A8
Jan 2010N/A7
Feb 2010N/A29
Mar 2010N/A10
Apr 2010N/A7
May 2010N/A16
Jun 2010N/A8
Jul 2010N/A13
Aug 2010N/A14
Sep 2010N/A14

Footnotes

  • (1) A closed ticket indicates a completed ticket. Service tickets categorized as employee locator service or wrong number are excluded from this measure.

Acquisition, Contracts, and Grants Services - Median number of business days from service ticket opened to service ticket closed within the month

Fiscal Year - 2010

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TimeTargetMedian
Oct 2009N/A1
Nov 2009N/A1
Dec 2009N/A1
Jan 2010N/A1
Feb 2010N/A2
Mar 2010N/A1
Apr 2010N/A1
May 2010N/A1
Jun 2010N/A1
Jul 2010N/A1
Aug 2010N/A1
Sep 2010N/A1

Finance and Travel Services - Median number of business days from service ticket opened to service ticket closed within the month

Fiscal Year - 2010

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TimeTargetMedian
Oct 2009N/A1
Nov 2009N/A1
Dec 2009N/A1
Jan 2010N/A1
Feb 2010N/A1
Mar 2010N/A1
Apr 2010N/A1
May 2010N/A1
Jun 2010N/A1
Jul 2010N/A1
Aug 2010N/A1
Sep 2010N/A1

Office of Equal Employment Opportunity (OEEO) - Median number of business days from service ticket opened to service ticket closed within the month

Fiscal Year - 2010

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TimeTargetMedian
Oct 2009N/A1
Nov 2009N/A1
Dec 2009N/AN/A
Jan 2010N/A4
Feb 2010N/A89
Mar 2010N/A1
Apr 2010N/A1
May 2010N/A1
Jun 2010N/A33
Jul 2010N/A1
Aug 2010N/A24
Sep 2010N/A1

Other (Fleet Management, Mail) - Median number of business days from service ticket opened to service ticket closed within the month (2)

Fiscal Year - 2010

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TimeTargetMedian
Oct 2009N/A1
Nov 2009N/A2
Dec 2009N/A1
Jan 2010N/A1
Feb 2010N/A2
Mar 2010N/A4
Apr 2010N/A2
May 2010N/A2
Jun 2010N/A1
Jul 2010N/A1
Aug 2010N/A2
Sep 2010N/A1

Footnotes

  • (2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category.

Glossary

Note: The data provided on this website is produced on an ongoing basis for performance management purposes and is subject to change due to updates of preliminary estimates, corrections, or other reasons. In addition, FDA may change the type or amount of data provided on this website at any time. Information marked as "Completed" may include measures and/or key projects for which activities are ongoing but no longer tracked as part of FDA-TRACK.