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 - 2012
Time
Target
Median
Oct 2011
N/A
1
Nov 2011
N/A
1
Dec 2011
N/A
1
Jan 2012
N/A
1
Feb 2012
N/A
1
Mar 2012
N/A
1
Apr 2012
N/A
1
May 2012
N/A
1
Jun 2012
N/A
1
Jul 2012
N/A
1
Aug 2012
N/A
1
Sep 2012
N/A
TBD
Finance and Travel Services - Median number of business days from service ticket opened to service ticket closed within the month
Fiscal Year - 2012
Time
Target
Median
Oct 2011
N/A
1
Nov 2011
N/A
1
Dec 2011
N/A
1
Jan 2012
N/A
1
Feb 2012
N/A
1
Mar 2012
N/A
1
Apr 2012
N/A
4
May 2012
N/A
1
Jun 2012
N/A
1
Jul 2012
N/A
1
Aug 2012
N/A
1
Sep 2012
N/A
TBD
Office of Equal Employment Opportunity (OEEO) - Median number of business days from service ticket opened to service ticket closed within the month
Fiscal Year - 2012
Time
Target
Median
Oct 2011
N/A
1
Nov 2011
N/A
3
Dec 2011
N/A
N/A
Jan 2012
N/A
1
Feb 2012
N/A
1
Mar 2012
N/A
21
Apr 2012
N/A
N/A
May 2012
N/A
N/A
Jun 2012
N/A
1
Jul 2012
N/A
1
Aug 2012
N/A
0
Sep 2012
N/A
TBD
Other (Fleet Management, Mail) - Median number of business days from service ticket opened to service ticket closed within the month (2)
Fiscal Year - 2012
Time
Target
Median
Oct 2011
N/A
1
Nov 2011
N/A
2
Dec 2011
N/A
2
Jan 2012
N/A
1
Feb 2012
N/A
4
Mar 2012
N/A
3
Apr 2012
N/A
1
May 2012
N/A
1
Jun 2012
N/A
1
Jul 2012
N/A
1
Aug 2012
N/A
2
Sep 2012
N/A
TBD
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 - 2012
Time
Target
Median
Oct 2011
N/A
1
Nov 2011
N/A
1
Dec 2011
N/A
2
Jan 2012
N/A
2
Feb 2012
N/A
4
Mar 2012
N/A
3
Apr 2012
N/A
2
May 2012
N/A
1
Jun 2012
N/A
3
Jul 2012
N/A
3
Aug 2012
N/A
6
Sep 2012
N/A
TBD
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.
