PRT Meeting

August 2011

United States Department of AgricultureOffice of the Chief Financial Officer

National Finance Center

Schedule Release Summary

As of 7/31/2011• GESD Projects scheduled

– 137 Projects Scheduled • GESD Projects Unscheduled Breakdown

– 34 Projects on hold – 60 Awaiting Response– 160 FRD In Process– 88 TBD

2

Schedule Release Summary (Cont.)

• TBD Project Breakdown by Line of Business (LOB)

as of 7/31/2011

3

Line of Business TBD Total by LOB

PPS 44

EmpowHR 20

PPS/EmpowHR 4

webTA 17

CLER/DPRS 1

PCIP/IPPS 3

Schedule Release (SR) Status

• CY 2011 PP20 Projects– 56 Projects Scheduled

• CY 2011/2012 Annual Release Projects– 6 Projects Scheduled

• Off Release Projects– 44 Projects Scheduled

4

Software Change Request Totals

• Software Change Requests – 2009, 547 SCR’s Completed– 2010, 540 SCR’s Completed – 2011, 308 SCR’s Completed (as of 7/31/2011)

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Software Change Requests Summary

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May June July

Scheduled 156 120 109

Unscheduled 356 338 357

On Hold 24 29 34

Software Change Request (SCR) Summary

7

May June July

SCR’s Received 65 53 36

SCR’s Scheduled 34 39 28

SCR’s Closed 15 99 15

Software Problem Report (SPR) Summary

8

May June July

Beginning Balance 21 27 17

Received 140 131 132

Closed 134 141 136

Ending Balance 27 17 13

SPR - Average Age at Closure (Days)

9

May June July

Critical 0 0 0

High 0 1 7

Normal 6 5 4

Software Problem Report (SPR) Totals

• SPR’s– 2009, 1265 SPR’s Completed– 2010, 1490 SPR’s Completed– 2011, 936 SPR’s Completed as of July 31, 2011

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PPS – Help Desk Statistics

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May June July

Service Level 80%Calls answered w/in30 seconds

2136of

2574(83%)

2370of

3038(78%)

2089of

2547(82%)

First Call Resolution (Goal 70%)

2515of

2574(98%)

3006of

3038 (98%)

2514of

2547(99%)

90% ResolutionOf Written Inquiries w/in 7 days

173of

174(99%)

158of

161 (98%)

208of

210(99%)

Web TA Hosting Plus – Help Desk Statistics

12

May June July

Service Level – 80%Calls answered w/in30 seconds

75of79

(96%)

65of69

(95%)

63of63

(100%)

First Call Resolution (Goal 70%)

79of79

(100%)

69of

69 (99%)

63of63

(100%)

90% ResolutionOf Written Inquiries w/in 7 days

95Of95

(100%)

100of

100 (100%)

95of95

(100%)

Incident Report (IR) Summary

13

May June July

Beginning Balance

59 59 56

IR’s Received

23 43 36

IR’s Closed

23 36 9

Ending Balance

59 56 83

EmpowHR IR Average Age at Closure *

14

February March April

Critical 1

0 4 1

Critical 2

39.4 70.3 68.5

Critical 3

58.8 66.0 12.0

EmpowHR – Help Desk Statistics

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May June July

Service Level – 80%Calls answered w/in30 seconds

390of

454(86%)

489of

553(88%)

448of

505 (89%)

First Call Resolution (Goal 70%)

422of

454 (93%)

518of

553(94%)

458of

505(91%)

90% ResolutionOf Written Inquiries w/in 7 days

147of

147(100%)

167of

167 (100%)

189of

189(100%)