Services Goals and Metrics
C&SS strives to provide the NCI-Frederick community with service and support that is timely, efficient, and effective. Requests for our services often exceed our ability to provide the service as rapidly as we or the requestor expect. Consequently, we prioritize action on service requests as follows, trying to follow our contract statement of work and priority structure.

    checkmark imageSupport of essential Enterprise management and information systems;
    checkmark imageOperational support of microcomputers and related-equipment;
    checkmark imageStatistical consultation and data analysis services; scientific programming;
    checkmark imageDevelopment and maintenance of Internet and Web-based systems and infrastructure;
    checkmark imageInternal C&SS operational and administrative functions;
    checkmark imageProvision of training for microcomputer applications;
    checkmark imageEvaluation and introduction of new technologies beneficial to the NCI-Frederick.

Within the framework of the SOW, C&SS managers set priorities on a case-by-case basis according to:

    checkmark imageThe directions of the NCI, NIH, and DHHS;
    checkmark imageThe mission and goals of the NCI-Frederick;
    checkmark imageThe resources available within C&SS;
    checkmark imageThe requirements and wishes of the requestor.

In cases where immediate action is not possible, we endeavor to make certain that the requestors are notified as to the cause for the delay and when they can expect action on their request.

Questions regarding the priority of individual projects are resolved by the Project Manager, in conjunction with the requestor and NCI management.

Although much of C&SS's work involves creative and collaborative processes that are difficult to quantify, the helpdesk maintains quantitative goals and metrics for desktop support functions. C&SS strives to bring the NCI-Frederick community service and support which is both effective and efficient. To that end, C&SS has set quantitive goals for microcomputer support services provide by the Computer Services Helpdesk.  Our goal is to not only met these minimum standards, but exceed our customer's expectations each day.

Helpdesk Desktop Support Request Status
There are currently 317 requests for service pending.
Average turn-around time over the last 7 days is: 0.61 Days.

Category Description 1st Contact Resolution Last Week
Urgent  System inoperable or mission-critical component inoperable. < 8 working hours Within one working day 0.33 days
ASAP  A non-critical component of the system is inoperable; work around available. 3 days 5 days 0.95 days
Normal  An enhancement to the system; software upgrade or install, new peripheral, etc. 5 days 7 days 0.59 days
Setup  New system setup. 5 days 10 days 0 days
Refer  Request referred to other program or outside vendor. 1 day NA NA
Inform  Informational request or recommendations, purchasing assistance, usage questions, etc. NA 10 days NA

Notes:

  • Category assignments for individual requests are determined by the Helpdesk.
  • 1st Contact is the time between when a request is placed and when a technician first arrives on site (or makes contact with the requestor).
  • Resolution is the elapsed time between when a request is placed to when it is resolved.
  • All time is measured in working days/hours (Monday - Friday, 8AM - 5PM).