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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 - 2012

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TimeTargetNumber
Oct 2011N/A2,048
Nov 2011N/A1,916
Dec 2011N/A1,702
Jan 2012N/A1,912
Feb 2012N/A1,720
Mar 2012N/A2,007
Apr 2012N/A1,573
May 2012N/A1,903
Jun 2012N/A1,887
Jul 2012N/A1,985
Aug 2012N/A2,125
Sep 2012N/ATBD

FY 2012 YTD: 20,778

Footnotes

  • (1) 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/A1,391
Nov 2011N/A1,229
Dec 2011N/A1,217
Jan 2012N/A1,264
Feb 2012N/A1,194
Mar 2012N/A1,431
Apr 2012N/A1,096
May 2012N/A1,325
Jun 2012N/A1,194
Jul 2012N/A1,360
Aug 2012N/A1,463
Sep 2012N/ATBD

FY 2012 YTD: 14,164

Acquisition, Contracts, and Grants Services

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A27
Nov 2011N/A23
Dec 2011N/A16
Jan 2012N/A14
Feb 2012N/A12
Mar 2012N/A18
Apr 2012N/A22
May 2012N/A21
Jun 2012N/A29
Jul 2012N/A43
Aug 2012N/A44
Sep 2012N/ATBD

FY 2012 YTD: 269

Finance and Travel Services

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A415
Nov 2011N/A561
Dec 2011N/A397
Jan 2012N/A439
Feb 2012N/A397
Mar 2012N/A489
Apr 2012N/A376
May 2012N/A483
Jun 2012N/A532
Jul 2012N/A495
Aug 2012N/A529
Sep 2012N/ATBD

FY 2012 YTD: 5,113

Office of Equal Employment Opportunity (OEEO)

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A107
Nov 2011N/A21
Dec 2011N/A0
Jan 2012N/A115
Feb 2012N/A38
Mar 2012N/A0
Apr 2012N/A0
May 2012N/A0
Jun 2012N/A4
Jul 2012N/A0
Aug 2012N/A0
Sep 2012N/ATBD

FY 2012 YTD: 285

Other (Fleet Management, Mail) (2)

Fiscal Year - 2012
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TimeTargetNumber
Oct 2011N/A80
Nov 2011N/A67
Dec 2011N/A54
Jan 2012N/A53
Feb 2012N/A63
Mar 2012N/A51
Apr 2012N/A62
May 2012N/A55
Jun 2012N/A100
Jul 2012N/A72
Aug 2012N/A80
Sep 2012N/ATBD

FY 2012 YTD: 737

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/A28
Nov 2011N/A15
Dec 2011N/A18
Jan 2012N/A27
Feb 2012N/A16
Mar 2012N/A18
Apr 2012N/A17
May 2012N/A19
Jun 2012N/A28
Jul 2012N/A15
Aug 2012N/A9
Sep 2012N/ATBD

FY 2012 YTD: 210

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.