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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 - 2011

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TimeTargetNumber
Oct 2010N/A2,443
Nov 2010N/A2,656
Dec 2010N/A3,116
Jan 2011N/A2,371
Feb 2011N/A2,179
Mar 2011N/A1,670
Apr 2011N/A1,788
May 2011N/A1,677
Jun 2011N/A1,983
Jul 2011N/A1,849
Aug 2011N/A2,026
Sep 2011N/A1,616

FY 2011 Total: 25,374

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 - 2011
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TimeTargetNumber
Oct 2010N/A1,533
Nov 2010N/A1,407
Dec 2010N/A1,427
Jan 2011N/A1,570
Feb 2011N/A1,582
Mar 2011N/A1,183
Apr 2011N/A1,160
May 2011N/A1,062
Jun 2011N/A1,268
Jul 2011N/A1,233
Aug 2011N/A1,349
Sep 2011N/A1,014

FY 2011 Total: 15,788

Acquisition, Contracts, and Grants Services

Fiscal Year - 2011
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TimeTargetNumber
Oct 2010N/A26
Nov 2010N/A29
Dec 2010N/A30
Jan 2011N/A40
Feb 2011N/A44
Mar 2011N/A38
Apr 2011N/A42
May 2011N/A43
Jun 2011N/A35
Jul 2011N/A48
Aug 2011N/A66
Sep 2011N/A53

FY 2011 Total: 494

Finance and Travel Services

Fiscal Year - 2011
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TimeTargetNumber
Oct 2010N/A575
Nov 2010N/A796
Dec 2010N/A648
Jan 2011N/A548
Feb 2011N/A428
Mar 2011N/A365
Apr 2011N/A449
May 2011N/A422
Jun 2011N/A493
Jul 2011N/A451
Aug 2011N/A503
Sep 2011N/A416

FY 2011 Total: 6,094

Office of Equal Employment Opportunity (OEEO)

Fiscal Year - 2011
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TimeTargetNumber
Oct 2010N/A2
Nov 2010N/A4
Dec 2010N/A1
Jan 2011N/A1
Feb 2011N/A0
Mar 2011N/A2
Apr 2011N/A0
May 2011N/A1
Jun 2011N/A0
Jul 2011N/A0
Aug 2011N/A0
Sep 2011N/A0

FY 2011 Total: 11

Other (Fleet Management, Mail) (2)

Fiscal Year - 2011
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TimeTargetNumber
Oct 2010N/A307
Nov 2010N/A420
Dec 2010N/A1,010
Jan 2011N/A212
Feb 2011N/A125
Mar 2011N/A82
Apr 2011N/A47
May 2011N/A77
Jun 2011N/A107
Jul 2011N/A92
Aug 2011N/A64
Sep 2011N/A85

FY 2011 Total: 2,628

Footnotes

  • (2) Beginning in April 2011, eArrive metrics are reported separate from the “Other” service ticket category.

eArrive (2)

Fiscal Year - 2011
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TimeTargetNumber
Apr 2011N/A90
May 2011N/A72
Jun 2011N/A80
Jul 2011N/A25
Aug 2011N/A44
Sep 2011N/A48

FY 2011 Total: 359

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.