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County IT reports 3,600 annual tickets, 99.92% uptime and rapid service growth
Summary
IT manager Mr. Harris told commissioners the department closed 15 projects, logged about 3,600 combined tickets for the year (about 300 per month), and achieved 99.92% uptime over 90 days; he said the scope of services supported has grown at an annualized rate near 45% over five years.
Mr. Harris presented the IT department’s quarterly report, which county officials described as a year-end closeout. He reported 14 new projects added during the year, 15 completed projects, and a ticket volume of roughly 3,600 for the year (about 300 combined incidents and requests per month). Mr. Harris said daily open tickets typically range from 40 to 50.
On system availability, Mr. Harris said the department’s target is 99.9% uptime and reported 99.92% uptime over the last 90 days, citing monitoring data. He also reported a 50/50 split this past year between incident (break/fix) and request work, and that end‑of‑ticket surveys currently return under 3% while overall survey response was about 32% (industry standard cited at 25%).
Mr. Harris said the IT group has consolidated many technology services at the county level and is nearing full staffing for key positions, with staff obtaining certifications and working toward degrees. He highlighted a compounded annual growth rate in the number of services and systems supported of about 44.82% over five years, which he described as a sustained expansion of IT responsibilities.
Commissioners asked clarifying questions about timelines and project funding; Mr. Harris said delays often relate to budget cycles and that many multi‑year projects await funding. No formal action was taken beyond receipt of the report.
