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U.S. Department of Health and Human Services

About FDA

Total number of service tickets created across all categories 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/A2,525
Nov 2009N/A2,137
Dec 2009N/A2,200
Jan 2010N/A2,436
Feb 2010N/A1,852
Mar 2010N/A3,117
Apr 2010N/A2,705
May 2010N/A2,668
Jun 2010N/A2,837
Jul 2010N/A2,573
Aug 2010N/A2,674
Sep 2010N/A3,090

FY 2010 Total: 30,814

Footnotes

  • (1) 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/A1,413
Nov 2009N/A1,194
Dec 2009N/A1,178
Jan 2010N/A1,469
Feb 2010N/A1,026
Mar 2010N/A1,467
Apr 2010N/A1,389
May 2010N/A1,368
Jun 2010N/A1,605
Jul 2010N/A1,415
Aug 2010N/A1,536
Sep 2010N/A1,363

FY 2010 Total: 16,423

Acquisition, Contracts, and Grants Services

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A41
Nov 2009N/A78
Dec 2009N/A37
Jan 2010N/A45
Feb 2010N/A36
Mar 2010N/A89
Apr 2010N/A60
May 2010N/A61
Jun 2010N/A76
Jul 2010N/A138
Aug 2010N/A104
Sep 2010N/A69

FY 2010 Total: 834

Finance and Travel Services

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A612
Nov 2009N/A714
Dec 2009N/A853
Jan 2010N/A707
Feb 2010N/A490
Mar 2010N/A770
Apr 2010N/A532
May 2010N/A514
Jun 2010N/A688
Jul 2010N/A627
Aug 2010N/A773
Sep 2010N/A614

FY 2010 Total: 7,894

Office of Equal Employment Opportunity (OEEO)

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A321
Nov 2009N/A30
Dec 2009N/A0
Jan 2010N/A1
Feb 2010N/A1
Mar 2010N/A242
Apr 2010N/A398
May 2010N/A438
Jun 2010N/A1
Jul 2010N/A77
Aug 2010N/A4
Sep 2010N/A4

FY 2010 Total: 1,517

Other (Fleet Management, Mail) (2)

Fiscal Year - 2010
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TimeTargetNumber
Oct 2009N/A138
Nov 2009N/A121
Dec 2009N/A132
Jan 2010N/A214
Feb 2010N/A299
Mar 2010N/A549
Apr 2010N/A326
May 2010N/A287
Jun 2010N/A467
Jul 2010N/A316
Aug 2010N/A257
Sep 2010N/A1,040

FY 2010 Total: 4,146

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.