Performance Details

Department of Public Safety - Information Systems

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Mission

Manage the Department of Public Safety's information technology services and ensure secure access to criminal justice information systems.

Core Services

• Ensure that application development teams have capacity for development and support of statutory, regulatory, and other compliance requirements, changing business processes, and DPS projects involving information services.
• Support DPS line of business networks and partner agency interfaces, collaborate with Office of Information Technology/State Security Office to ensure shared services meet compliance and security requirements, and develop secure system designs for unique public safety applications.

Mission Results

Core Services

A: Provide and manage secure access to and the integrity of criminal justice information in Alaska. Details >

A1: Ensure that application development teams have capacity for development and support of statutory, regulatory, and other compliance requirements, changing business processes, and DPS projects involving information services. Details > A2: Support DPS line of business networks and partner agency interfaces, collaborate with Office of Information Technology/State Security Office to ensure shared services meet compliance and security requirements, and develop secure system designs for unique public safety applications. Details > TARGET #1: 100% helpdesk incident response for DPS IT Teams TARGET #2: 85% resolution of helpdesk requests for DPS IT Teams

Performance Detail

Target #1: 100% helpdesk incident response for DPS IT Teams Methodology: This was a new performance measure in FY2025, with tracking starting in FY2023. Data for Technical Support Team was added in FY2026. **FY2023 data is incomplete due to the DPS Networking Team being re-established mid-way through FY2023. This measure represents the resolution for helpdesk incidents opened during the fiscal year by IT functional work groups. Incidents represent an interruption/problem with an existing IT service. Incident Ticket Close Rates Fiscal Year Application Team Network Team Technical Support Team Target 100% FY 2024 91.98% 63.16% 99.63% 100% FY 2023 89.91% 85.71% 100% Analysis of results and challenges: Incident response remains the top priority for the DPS IT teams. Both application and technical support teams have been providing adequate support for helpdesk incidents. The vast majority of incidents have been resolved; however, the networking team continues to struggle with legacy and end of life systems` high rates of failure, often requiring project work or capital expenditure to fully replace the failed systems. The decline in closures rates for FY2024 represents a significant under resourcing of networking capacity at DPS, and an immediate need for additional resources and professional services to maintain operational status of basic and essential IT services. The current backlog of unresolved incidents remains nearly constant. Current backlogs reflect challenges to meet incoming request rates with no capacity to catch up, accommodate vacancies/turnover, or undertake project work. Target Last Modified: 11/05/2024

Target #2: 85% resolution of helpdesk requests for DPS IT Teams Methodology: This was a new performance measure in FY2025, with tracking starting in FY2023. Data for Technical Support Team was added in FY2026. **FY2023 data is incomplete due to the DPS Networking Team being re-established mid-way through FY2023. This measure represents the resolution for helpdesk requests opened during the fiscal year by IT functional work groups. Requests include all other user tickets including those for new IT services, modifications to existing services/systems, or for unsupported reasons. Request Ticket Close Rates Fiscal Year Application Team Network Team Technical Support Team Target 85% YTD Column 6 Column 7 FY 2024 93.64% 37.50% 99.54% 85% 0 0 0 FY 2023 85.54% 46.15% 85% 0 0 0 Analysis of results and challenges: Application and technical support teams are performing acceptably when handling user requests, however the two network personnel are unable to meet the resourcing requirements necessary to fulfill line of business requests while being responsive to emergent or break/fix issues. Additional network resources are needed to adequately serve the department; many networking requests involve small to moderate projects involving multiple departments or agencies. The poor closure rate for networking requests in FY2024 shows that project capacity for the team is extremely limited due to the support demands of DPS`s legacy infrastructure. The current networking backlog also includes 36 tasks, 51 incidents, and 20 changes for two individuals. While incoming ticket closure rates are on target for technical support, the current backlog of unresolved requests remains nearly constant. Current backlogs reflect the challenges to meet incoming request rates with no capacity to catch up, accommodate vacancies/turnover, or undertake project work. Target Last Modified: 11/05/2024

Last refreshed: 05/22/2025 12:00 pm