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Information Technology presents service-level targets; seeks to shorten ticket resolution and expand PMO capability
Summary
The county's Department of Information Technology told the finance committee it plans to shorten help-desk resolution time, improve first-call resolution and expand its project-management office (PMO) functions to better support multi-department technology projects and modernization.
Loudoun County's Department of Information Technology briefed the Finance Committee on Sept. 9 about recommended service-level improvements for the service desk and project management office (PMO).
Nate Wendland, the county's chief information officer, said DIT supports more than 40 agencies, roughly 500 line-of-business applications, 15,000 users and over 200 locations, including Loudoun County Public Schools. Wendland said the department currently resolves tickets in an average of about 2.5 days, has roughly 60% first-call resolution and an 80% customer-satisfaction rate for help-desk services.
Wendland said DIT's recommended targets include reducing average ticket resolution to 1.5 days, increasing first-call resolution to 75%, and raising customer satisfaction toward 90%. To reach those goals, the department proposed extending tier-1 and tier-2 support hours (from 7 a.m. up to 7 p.m.), expanding automation and self-service options (including AI-assisted endpoint automation and chat), and increasing real-time monitoring and diagnostics.
On project management, Wendland said DIT currently achieves roughly 70% on-time delivery and about 85% customer satisfaction for projects. DIT's recommendations included maturing the PMO into a portfolio-management function that aligns with business needs, standardizes governance and reporting across departments, and improves project scoping and readiness. Targets cited in the presentation included raising on-time delivery to 85%, improving customer satisfaction to 90% and reducing average project duration by about 10%.
Wendland said DIT plans to pilot modernization and PMO improvements in FY26 and to implement a new PMO methodology and dashboards by the end of FY26.
Committee members complimented DIT's responsiveness and asked for examples of PMO projects; Wendland cited the county's Oracle migration as a multi-department effort the PMO oversees to ensure standards, readiness, training and vendor coordination.
