Performance Details

Department of Administration - Alaska Division of Information Technology

• Return to Departments
• Department of Administration website

Mission

Provide a robust and secure information technology infrastructure together with enterprise services that support state agencies' business needs.

Core Services

• Secure and assure the integrity of state information, engineer secure solutions to benefit of the State, and respond appropriately to all security incidents to mitigate impact.
• Administration, management and maintenance of the state's enterprise IT infrastructure that includes the Wide Area Network (WAN), Mainframe computing platform, the SOA Private Cloud (the multi-tenant secure hosting platform), and facilities.
• Administration, management and support for Enterprise Applications: Messaging & Directory Services, Web Services including credit card processing, myAlaska, electronic signature, and SharePoint.
• End User Services - Service Desk Manager and WebHelpDesk ticketing systems; hardware deployment and demobilization; productivity tools training; software deployment; accounting provisioning and recovery.
• Core Telephony (JNU-ANC-FAI) Internet Protocol (IP) phone system; Mobile Device Management; Audio & Video conferencing; Secure Network Services; VPN; Internet & Wireless connectivity; and call center platform services.
  
• Service Level Agreement (SLA) Services: Provide metrics-driven performance data to its agency customers on a recurring basis to ensure performance goals are being achieved.

Mission Results	Core Services
A: Increase state agency use of enterprise data center hosting services  Details >	A1: Secure and assure the integrity of state information, engineer secure solutions to benefit of the State, and respond appropriately to all security incidents to mitigate impact.  Details > A2: Administration, management and maintenance of the state's enterprise IT infrastructure that includes the Wide Area Network (WAN), Mainframe computing platform, the SOA Private Cloud (the multi-tenant secure hosting platform), and facilities.  Details >
Mission Results	Core Services
B: Improve customer satisfaction with OIT services, working with agencies to assure needs are met.  Details >	B1: Administration, management and support for Enterprise Applications: Messaging & Directory Services, Web Services including credit card processing, myAlaska, electronic signature, and SharePoint.  Details > TARGET #1: Information technology data and communication systems are available 99.999% of the time with no unscheduled outages. B2: End User Services - Service Desk Manager and WebHelpDesk ticketing systems; hardware deployment and demobilization; productivity tools training; software deployment; accounting provisioning and recovery.  Details > TARGET #1: Service Desk response times within published SLA; Customer Satisfaction >95% B3: Core Telephony (JNU-ANC-FAI) Internet Protocol (IP) phone system; Mobile Device Management; Audio & Video conferencing; Secure Network Services; VPN; Internet & Wireless connectivity; and call center platform services.  Details > B4: Service Level Agreement (SLA) Services: Provide metrics-driven performance data to its agency customers on a recurring basis to ensure performance goals are being achieved.  Details >

Performance Detail

Target #1: Information technology data and communication systems are available 99.999% of the time with no unscheduled outages. Methodology: Formerly called the FlexPod, that service is now known as the SOA Cloud. Also, with specific regard to the mainframe reporting the number above for FY2015 is an aggregated average of mainframe components uptime so as to fit within the current table. Percent of Uptime for Enterprise Infrastructure Systems Fiscal Year Hub Non-Hub Internet/Google Mainframe FlexPod FY 2021 99.89% 99.79% 99.96% 99.45% 99.96% FY 2020 99.99% 99.94% 99.96% 99.77% 99.99% FY 2019 99.81% 98.57% 99.97% 99.95% 99.73% FY 2018 99.81% 99.57% 99.97% 99.95% 99.73% FY 2017 99.88% 99.85% 99.98% 99.99% 99.91% FY 2016 99.90% 99.55% 99.99% 99.96% 99.98% FY 2015 99.97% 99.63% 99.97% 99.99% 99.96% FY 2014 99.29% 99.20% 99.99% 99.97% 97.12%

Target #1: Service Desk response times within published SLA; Customer Satisfaction >95% Service Desk Performance and Customer Satisfaction Year Tickets Opened Tickets Closed % Response within SLA Responded to Survey % Satisfied Customers 2021-Qtr3 16,168 15,691 0 0 0 2021-Qtr2 15,724 15,243 0 0 0 2021-Qtr1 20,650 20,304 97.40 1,329 97.62 2020-Qtr4 15,724 15,243 96.00 1,000 94.50 2020-Qtr3 20,650 20,304 97.40 1,329 97.62 2020-Qtr2 14,111 14,003 98.05 1,111 97.71 2020-Qtr1 13,831 13,343 97.01 1,678 96.92 Analysis of results and challenges: 2020 was reported as calendar year and under a previous ticket system and KPIs Under the new ticket system, AlaskaNow, the chart is now reflective of fiscal year. Due to the dissimilarities between ticket system this is also not comparable data with response percentage and customer surveys

Current as of October 28, 2021