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U.S. Department of Health and Human Services

About FDA

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 - 2010

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TimeTargetNumber
Oct 2009N/A2,138
Nov 2009N/A2,151
Dec 2009N/A1,834
Jan 2010N/A1,791
Feb 2010N/A2,407
Mar 2010N/A2,593
Apr 2010N/A2,171
May 2010N/A2,801
Jun 2010N/A2,339
Jul 2010N/A2,522
Aug 2010N/A3,259
Sep 2010N/A2,832

FY 2010 Total: 28,838

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 - 2010
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TimeTargetNumber
Oct 2009N/A1,078
Nov 2009N/A1,203
Dec 2009N/A883
Jan 2010N/A952
Feb 2010N/A1,616
Mar 2010N/A1,323
Apr 2010N/A1,002
May 2010N/A1,472
Jun 2010N/A1,320
Jul 2010N/A1,423
Aug 2010N/A2,103
Sep 2010N/A1,464

FY 2010 Total: 15,839

Acquisition, Contracts, and Grants Services

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A39
Nov 2009N/A66
Dec 2009N/A37
Jan 2010N/A49
Feb 2010N/A50
Mar 2010N/A84
Apr 2010N/A58
May 2010N/A57
Jun 2010N/A75
Jul 2010N/A134
Aug 2010N/A109
Sep 2010N/A65

FY 2010 Total: 823

Finance and Travel Services

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A590
Nov 2009N/A728
Dec 2009N/A811
Jan 2010N/A644
Feb 2010N/A598
Mar 2010N/A703
Apr 2010N/A473
May 2010N/A487
Jun 2010N/A651
Jul 2010N/A582
Aug 2010N/A745
Sep 2010N/A650

FY 2010 Total: 7,662

Office of Equal Employment Opportunity (OEEO)

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A314
Nov 2009N/A32
Dec 2009N/A0
Jan 2010N/A1
Feb 2010N/A6
Mar 2010N/A238
Apr 2010N/A330
May 2010N/A479
Jun 2010N/A7
Jul 2010N/A76
Aug 2010N/A10
Sep 2010N/A4

FY 2010 Total: 1,497

Other (Fleet Management, Mail) (2)

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A117
Nov 2009N/A122
Dec 2009N/A103
Jan 2010N/A145
Feb 2010N/A137
Mar 2010N/A245
Apr 2010N/A308
May 2010N/A306
Jun 2010N/A286
Jul 2010N/A307
Aug 2010N/A292
Sep 2010N/A649

FY 2010 Total: 3,017

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.