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Number of service tickets closed per category 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 - 2012
| Time | Target | Number |
|---|---|---|
| Oct 2011 | N/A | 1,790 |
| Nov 2011 | N/A | 1,612 |
| Dec 2011 | N/A | 1,484 |
| Jan 2012 | N/A | 1,916 |
| Feb 2012 | N/A | 1,558 |
| Mar 2012 | N/A | 1,695 |
| Apr 2012 | N/A | 1,428 |
| May 2012 | N/A | 1,545 |
| Jun 2012 | N/A | 1,556 |
| Jul 2012 | N/A | 1,609 |
| Aug 2012 | N/A | 1,822 |
| Sep 2012 | N/A | TBD |
FY 2012 YTD: 18,015
Footnotes
- (1) A closed ticket indicates a completed ticket. Service tickets categorized as employee locator service or wrong number are excluded from this measure.
Facility Management Services
Fiscal Year - 2012
| Time | Target | Number |
|---|---|---|
| Oct 2011 | N/A | 1,265 |
| Nov 2011 | N/A | 1,008 |
| Dec 2011 | N/A | 1,041 |
| Jan 2012 | N/A | 1,337 |
| Feb 2012 | N/A | 1,047 |
| Mar 2012 | N/A | 1,232 |
| Apr 2012 | N/A | 1,001 |
| May 2012 | N/A | 1,083 |
| Jun 2012 | N/A | 991 |
| Jul 2012 | N/A | 1,088 |
| Aug 2012 | N/A | 1,170 |
| Sep 2012 | N/A | TBD |
FY 2012 YTD: 12,263
Acquisition, Contracts, and Grants Services
Fiscal Year - 2012
| Time | Target | Number |
|---|---|---|
| Oct 2011 | N/A | 28 |
| Nov 2011 | N/A | 21 |
| Dec 2011 | N/A | 17 |
| Jan 2012 | N/A | 16 |
| Feb 2012 | N/A | 18 |
| Mar 2012 | N/A | 15 |
| Apr 2012 | N/A | 22 |
| May 2012 | N/A | 21 |
| Jun 2012 | N/A | 26 |
| Jul 2012 | N/A | 48 |
| Aug 2012 | N/A | 33 |
| Sep 2012 | N/A | TBD |
FY 2012 YTD: 265
Finance and Travel Services
Fiscal Year - 2012
| Time | Target | Number |
|---|---|---|
| Oct 2011 | N/A | 308 |
| Nov 2011 | N/A | 494 |
| Dec 2011 | N/A | 364 |
| Jan 2012 | N/A | 378 |
| Feb 2012 | N/A | 356 |
| Mar 2012 | N/A | 369 |
| Apr 2012 | N/A | 338 |
| May 2012 | N/A | 377 |
| Jun 2012 | N/A | 420 |
| Jul 2012 | N/A | 391 |
| Aug 2012 | N/A | 537 |
| Sep 2012 | N/A | TBD |
FY 2012 YTD: 4,332
Office of Equal Employment Opportunity (OEEO)
Fiscal Year - 2012
| Time | Target | Number |
|---|---|---|
| Oct 2011 | N/A | 98 |
| Nov 2011 | N/A | 30 |
| Dec 2011 | N/A | 0 |
| Jan 2012 | N/A | 119 |
| Feb 2012 | N/A | 42 |
| Mar 2012 | N/A | 2 |
| Apr 2012 | N/A | 0 |
| May 2012 | N/A | 0 |
| Jun 2012 | N/A | 4 |
| Jul 2012 | N/A | 0 |
| Aug 2012 | N/A | 0 |
| Sep 2012 | N/A | TBD |
FY 2012 YTD: 295
Other (Fleet Management, Mail) (2)
Fiscal Year - 2012
| Time | Target | Number |
|---|---|---|
| Oct 2011 | N/A | 67 |
| Nov 2011 | N/A | 47 |
| Dec 2011 | N/A | 50 |
| Jan 2012 | N/A | 45 |
| Feb 2012 | N/A | 72 |
| Mar 2012 | N/A | 64 |
| Apr 2012 | N/A | 54 |
| May 2012 | N/A | 49 |
| Jun 2012 | N/A | 87 |
| Jul 2012 | N/A | 71 |
| Aug 2012 | N/A | 74 |
| Sep 2012 | N/A | TBD |
FY 2012 YTD: 680
Footnotes
- (2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category.
eArrive (2)
Fiscal Year - 2012
| Time | Target | Number |
|---|---|---|
| Oct 2011 | N/A | 24 |
| Nov 2011 | N/A | 12 |
| Dec 2011 | N/A | 12 |
| Jan 2012 | N/A | 21 |
| Feb 2012 | N/A | 23 |
| Mar 2012 | N/A | 13 |
| Apr 2012 | N/A | 13 |
| May 2012 | N/A | 15 |
| Jun 2012 | N/A | 28 |
| Jul 2012 | N/A | 11 |
| Aug 2012 | N/A | 8 |
| Sep 2012 | N/A | TBD |
FY 2012 YTD: 180
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.
