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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 - 2012

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TimeTargetNumber
Oct 2011N/A1,790
Nov 2011N/A1,612
Dec 2011N/A1,484
Jan 2012N/A1,916
Feb 2012N/A1,558
Mar 2012N/A1,695
Apr 2012N/A1,428
May 2012N/A1,545
Jun 2012N/A1,556
Jul 2012N/A1,609
Aug 2012N/A1,822
Sep 2012N/ATBD

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
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TimeTargetNumber
Oct 2011N/A1,265
Nov 2011N/A1,008
Dec 2011N/A1,041
Jan 2012N/A1,337
Feb 2012N/A1,047
Mar 2012N/A1,232
Apr 2012N/A1,001
May 2012N/A1,083
Jun 2012N/A991
Jul 2012N/A1,088
Aug 2012N/A1,170
Sep 2012N/ATBD

FY 2012 YTD: 12,263

Acquisition, Contracts, and Grants Services

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A28
Nov 2011N/A21
Dec 2011N/A17
Jan 2012N/A16
Feb 2012N/A18
Mar 2012N/A15
Apr 2012N/A22
May 2012N/A21
Jun 2012N/A26
Jul 2012N/A48
Aug 2012N/A33
Sep 2012N/ATBD

FY 2012 YTD: 265

Finance and Travel Services

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A308
Nov 2011N/A494
Dec 2011N/A364
Jan 2012N/A378
Feb 2012N/A356
Mar 2012N/A369
Apr 2012N/A338
May 2012N/A377
Jun 2012N/A420
Jul 2012N/A391
Aug 2012N/A537
Sep 2012N/ATBD

FY 2012 YTD: 4,332

Office of Equal Employment Opportunity (OEEO)

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A98
Nov 2011N/A30
Dec 2011N/A0
Jan 2012N/A119
Feb 2012N/A42
Mar 2012N/A2
Apr 2012N/A0
May 2012N/A0
Jun 2012N/A4
Jul 2012N/A0
Aug 2012N/A0
Sep 2012N/ATBD

FY 2012 YTD: 295

Other (Fleet Management, Mail) (2)

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A67
Nov 2011N/A47
Dec 2011N/A50
Jan 2012N/A45
Feb 2012N/A72
Mar 2012N/A64
Apr 2012N/A54
May 2012N/A49
Jun 2012N/A87
Jul 2012N/A71
Aug 2012N/A74
Sep 2012N/ATBD

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
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TimeTargetNumber
Oct 2011N/A24
Nov 2011N/A12
Dec 2011N/A12
Jan 2012N/A21
Feb 2012N/A23
Mar 2012N/A13
Apr 2012N/A13
May 2012N/A15
Jun 2012N/A28
Jul 2012N/A11
Aug 2012N/A8
Sep 2012N/ATBD

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.