Laserfiche WebLink
028 <br />As you can see from Figure I; the numbers of desktop devices have drastically increased, but no additional <br />stalling resources have been allocated to support them. With emerging mobile technologies promoting remote <br />® field work. this ratio will likely get much worse. <br />IT User Support Ratio <br />tDSS ratio of 9011 not factored) <br />180 <br />160 <br />140 <br />120 <br />a 100 <br />v <br />U <br />° 80 <br />60 <br />40 <br />® 20 <br />0 <br />'Pb ~ 4 ~ ur ~ ~+'3~~ose.§3~t a "`p"L}v r~~1 <br />y F r rl a <br />f <br />~ <br />} 4 k i ~ t l .y°~ P `4 <br />~F{ 1. ' wY. 4 6 F <br />0 °.E; 5 35 <br />p.y.y. <br />.c <br />.C kxt'r"'roS d <br />Yl»°.A+ <br />d iYS <br /> <br />" <br />l 4. <br />N <br />'ti " <br />` <br />6 <br />r <br />. <br />} <br />* <br />{ .l <br />~ <br />~ <br />P "[.ai <br />kG?.~ <br />} <br />y~~~?~i~ a~ <br />`*dX h" i~#S"L p Z4 <br />s r_ x i S ~ T-k} ~~P <br />T <br />y b <br />~ Y - <br />` <br />^ <br />g <br />_Y <br />v <br />3 <br />i~..{ <br />I <br />a <br />KL, <br />~ <br />~ <br />J.r. <br />{ x • » <br />'?za-"5~ + lE -mod f.' F'r <br />4J£+ s`S,` t"».a}y a* Ton '£r-.`Y ,a <br />9' x"*• , <br />" <br />T. 1(g`,. <br />yfl` S <br />?.tl <br />,,av <br />u <br /> <br />Y <br />41"2 $ r 5%' £ iExr '4 'a 1xe-TYt Yx: 3-»~SR f„{ <br />~'11s£~fl <br />~ <br />+ <br /> <br />'s <br />' <br />"15^4 J`Y~N}I~ vKi~#. TTt`~cr~ iC.X ~l*"' F §X li -'*tv4~"v~^M'e #`St }v, `a ~ ~(2 <br />~j-u9'e~p~,4 r <br />i 1• ~ 50 ~ a~ 1'x,1 ~ 'r».a x o~ ~ <br />. <br />?.r(r ~ K 'ar •fl. 1 i F'i. V."' yY.1 ^5fi.1`~ 4 ~ <br />1996 1999 2006 <br />Year <br />+PC Device <br />-a- IT User Support! Figure I <br />(The above numbers are entirely devoted to NC devices and do not reflect any phone, fax, printers, or <br />peripheral devices that IT is also responsible for.) <br />Numbers (Data) <br />Help Desk data collection (Fig 2&3) can be analyzed showing that an average of 166 employee generated <br />requests is received in the work request system each month. This does not include the many phone calls and <br />hallway requests that are still honored while employees become tamiliar entering work requests. During that <br />same time period, IT efficiency has improved by lowering the completion times; but even at the lowest level, <br />average completion times are in excess of 50 hours. (Translation: "It may be a week before I can get to your <br />request.") This exacerbates frustration on both the user and IT side. There simply is not enough IT staff to <br />handle this work load. Operating at this level creates staff burnout and turnover. <br />0 <br />