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As you can see from Figure 1, the numbers of desktop devices have drastically increased, but no additional <br />staffing resources have been allocated to support them. With emerging mobile technologies promoting remote <br />eld work, this ratio will likely get much worse. <br />IT User Support Ratio <br />(DSS ratio of 90/1 not factored) <br />180 <br />160 <br />140 <br />120 <br />H 100 <br />0 <br />u <br />80 <br />60 <br />40 <br />20 <br />0 n <br />Year <br />PC Device <br />-t- IT User Support <br />Figure I <br />(The above numbers are entirely devoted to PC 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 familiar 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 />1996 1999 2006 <br />