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.
(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 - 2011
Time
Target
Median
Oct 2010
N/A
2
Nov 2010
N/A
1
Dec 2010
N/A
1
Jan 2011
N/A
1
Feb 2011
N/A
1
Mar 2011
N/A
1
Apr 2011
N/A
1
May 2011
N/A
1
Jun 2011
N/A
1
Jul 2011
N/A
1
Aug 2011
N/A
1
Sep 2011
N/A
1
Finance and Travel Services - Median number of business days from service ticket opened to service ticket closed within the month
Fiscal Year - 2011
Time
Target
Median
Oct 2010
N/A
1
Nov 2010
N/A
1
Dec 2010
N/A
1
Jan 2011
N/A
1
Feb 2011
N/A
1
Mar 2011
N/A
1
Apr 2011
N/A
1
May 2011
N/A
1
Jun 2011
N/A
1
Jul 2011
N/A
1
Aug 2011
N/A
1
Sep 2011
N/A
1
Office of Equal Employment Opportunity (OEEO) - Median number of business days from service ticket opened to service ticket closed within the month
Fiscal Year - 2011
Time
Target
Median
Oct 2010
N/A
62
Nov 2010
N/A
1
Dec 2010
N/A
551
Jan 2011
N/A
89
Feb 2011
N/A
N/A
Mar 2011
N/A
N/A
Apr 2011
N/A
N/A
May 2011
N/A
0
Jun 2011
N/A
N/A
Jul 2011
N/A
N/A
Aug 2011
N/A
N/A
Sep 2011
N/A
N/A
Other (Fleet Management, Mail) - Median number of business days from service ticket opened to service ticket closed within the month (2)
Fiscal Year - 2011
Time
Target
Median
Oct 2010
N/A
1
Nov 2010
N/A
17
Dec 2010
N/A
47
Jan 2011
N/A
8
Feb 2011
N/A
2
Mar 2011
N/A
2
Apr 2011
N/A
1
May 2011
N/A
1
Jun 2011
N/A
1
Jul 2011
N/A
1
Aug 2011
N/A
1
Sep 2011
N/A
1
Footnotes
(2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category.
eArrive - Median number of business days from service ticket opened to service ticket closed within the month (2)
Fiscal Year - 2011
Time
Target
Median
Apr 2011
N/A
6
May 2011
N/A
1
Jun 2011
N/A
1
Jul 2011
N/A
1
Aug 2011
N/A
1
Sep 2011
N/A
1
Footnotes
(2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category.
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.
