Performance Details

Department of Public Safety - Information Systems

• Return to Departments
• Department of Public Safety website

Mission

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

Core Services

• Develop, maintain, and secure department information systems and applications.
• Ensure compliance with statutory, regulatory, and security requirements for criminal justice data systems.
• Provide system design, integration, and network support for DPS and partner agencies.
• Collaborate with the Office of Information Technology to ensure cybersecurity and shared services meet public safety requirements.

Mission Results

Core Services

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

A1: Develop, maintain, and secure department information systems and applications. Details > TARGET #1: 100% helpdesk incident response for DPS IT Teams TARGET #2: 85% resolution of helpdesk requests for DPS IT Teams A2: Ensure compliance with statutory, regulatory, and security requirements for criminal justice data systems. Details > A3: Provide system design, integration, and network support for DPS and partner agencies. Details > A4: Collaborate with the Office of Information Technology to ensure cybersecurity and shared services meet public safety requirements. Details >

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 2025 93.16% 34.48% 99.03% 100% FY 2024 91.98% 63.16% 99.63% 100% FY 2023 89.91% 85.71% 100% Analysis of results and challenges: In FY2025, DPS IT teams responded to 93 percent of application incidents and 99 percent of technical support incidents within target timeframes. Network incident response remained at 34 percent due to staffing shortages and aging infrastructure. Heavy workload from system modernization and cloud transition projects continued to limit available network capacity. Two additional network positions and ongoing infrastructure upgrades approved for FY2026 are expected to improve response performance. Maintaining helpdesk responsiveness is critical to supporting uninterrupted public safety operations during ongoing CJIS modernization and cloud transition efforts. 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: 10/23/2025

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 2025 89.56% 47.43% 99.05% 85% 0 0 0 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: In FY2025, the Application and Technical Support teams met performance expectations for user request resolution, supported in part by contracted staff augmenting full-time personnel. The Network team, staffed by only two employees, faced competing priorities between business-line requests and emergent system issues. Network request close rates improved due to bandwidth upgrades supporting the Digital Evidence Management System and by combining maintenance actions with project deployments, though this reduced overall incident response capacity. Recruitment for two additional network positions is underway in FY2026 but remains challenging. Contracted staff helped maintain technical support ticket closure rates near target, though a steady backlog of unresolved requests persists. Maintaining timely request resolution is essential to supporting uninterrupted public safety operations during ongoing CJIS modernization and cloud transition efforts. Target Last Modified: 10/23/2025

Last refreshed: 03/04/2026 05:00 pm