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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 - 2011

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TimeTargetNumber
Oct 2010N/A2,849
Nov 2010N/A2,090
Dec 2010N/A2,334
Jan 2011N/A2,386
Feb 2011N/A1,919
Mar 2011N/A2,065
Apr 2011N/A1,883
May 2011N/A2,019
Jun 2011N/A2,216
Jul 2011N/A2,036
Aug 2011N/A2,349
Sep 2011N/A2,043

FY 2011 Total: 26,189

Footnotes

  • (1) 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/A1,329
Nov 2010N/A1,196
Dec 2010N/A1,517
Jan 2011N/A1,668
Feb 2011N/A1,344
Mar 2011N/A1,481
Apr 2011N/A1,199
May 2011N/A1,326
Jun 2011N/A1,420
Jul 2011N/A1,322
Aug 2011N/A1,516
Sep 2011N/A1,329

FY 2011 Total: 16,647

Acquisition, Contracts, and Grants Services

Fiscal Year - 2011
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TimeTargetNumber
Oct 2010N/A18
Nov 2010N/A23
Dec 2010N/A29
Jan 2011N/A37
Feb 2011N/A48
Mar 2011N/A38
Apr 2011N/A46
May 2011N/A46
Jun 2011N/A52
Jul 2011N/A63
Aug 2011N/A67
Sep 2011N/A55

FY 2011 Total: 522

Finance and Travel Services

Fiscal Year - 2011
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TimeTargetNumber
Oct 2010N/A593
Nov 2010N/A616
Dec 2010N/A578
Jan 2011N/A510
Feb 2011N/A431
Mar 2011N/A439
Apr 2011N/A502
May 2011N/A472
Jun 2011N/A543
Jul 2011N/A512
Aug 2011N/A625
Sep 2011N/A500

FY 2011 Total: 6,321

Office of Equal Employment Opportunity (OEEO)

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

FY 2011 Total: 8

Other (Fleet Management, Mail) (2)

Fiscal Year - 2011
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TimeTargetNumber
Oct 2010N/A908
Nov 2010N/A251
Dec 2010N/A210
Jan 2011N/A170
Feb 2011N/A95
Mar 2011N/A106
Apr 2011N/A56
May 2011N/A85
Jun 2011N/A119
Jul 2011N/A106
Aug 2011N/A86
Sep 2011N/A101

FY 2011 Total: 2,293

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/A80
May 2011N/A90
Jun 2011N/A82
Jul 2011N/A33
Aug 2011N/A55
Sep 2011N/A58

FY 2011 Total: 398

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.