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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 - 2011

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TimeTargetMedian
Oct 2010N/A9
Nov 2010N/A9
Dec 2010N/A7
Jan 2011N/A6
Feb 2011N/A7
Mar 2011N/A6
Apr 2011N/A7
May 2011N/A5
Jun 2011N/A5
Jul 2011N/A6
Aug 2011N/A6
Sep 2011N/A5

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 - 2011

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TimeTargetMedian
Oct 2010N/A2
Nov 2010N/A1
Dec 2010N/A1
Jan 2011N/A1
Feb 2011N/A1
Mar 2011N/A1
Apr 2011N/A1
May 2011N/A1
Jun 2011N/A1
Jul 2011N/A1
Aug 2011N/A1
Sep 2011N/A1

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

Fiscal Year - 2011

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TimeTargetMedian
Oct 2010N/A1
Nov 2010N/A1
Dec 2010N/A1
Jan 2011N/A1
Feb 2011N/A1
Mar 2011N/A1
Apr 2011N/A1
May 2011N/A1
Jun 2011N/A1
Jul 2011N/A1
Aug 2011N/A1
Sep 2011N/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 - 2011

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TimeTargetMedian
Oct 2010N/A62
Nov 2010N/A1
Dec 2010N/A551
Jan 2011N/A89
Feb 2011N/AN/A
Mar 2011N/AN/A
Apr 2011N/AN/A
May 2011N/A0
Jun 2011N/AN/A
Jul 2011N/AN/A
Aug 2011N/AN/A
Sep 2011N/AN/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

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TimeTargetMedian
Oct 2010N/A1
Nov 2010N/A17
Dec 2010N/A47
Jan 2011N/A8
Feb 2011N/A2
Mar 2011N/A2
Apr 2011N/A1
May 2011N/A1
Jun 2011N/A1
Jul 2011N/A1
Aug 2011N/A1
Sep 2011N/A1

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

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TimeTargetMedian
Apr 2011N/A6
May 2011N/A1
Jun 2011N/A1
Jul 2011N/A1
Aug 2011N/A1
Sep 2011N/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.