Performance Measure

Agency Virginia Information Technologies Agency (136) All measures for this agency • Average personnel cost per E-911 call received by local public safety answering points (PSAPs) [13671201.001.001] • Percent of localities and state agencies satisfied with the 9-1-1 and geospatial Public Services Communication services provided by Virginia Information Technologies Agency [13671201.001.002] • Number of findings made during annual Wireless E-911 Fund audit conducted by the Auditor of Public Accounts (APA) [13671202.001.001] • Number of findings made during annual Wireless E-911 Fund audit conducted by the Auditor of Public Accounts [13671203.001.001] • Percentage of service level objectives met or exceeded in Data Center services [13682005.001.001] • -Enterprise/Collaborative Services Adoption Rate [13682803.001.002] • Percentage of agencies completing audits of sensitive systems [136.0013] • Percentage of service level objectives met or exceeded in Desktop and End User Services [13682006.001.001] • Percentage of Security Services Service Level Agreements met or exceeded [13682010.001.003] • Percentage of new information technology efforts (strategic plans, projects, procurement requests/contracts, etc.) that met the standards and requirements of the Commonwealth's Enterprise Architecture (EA). [13682801.001.001] • Percentage of Commonwealth major information technology (IT) projects completed on time and on budget against their managed project baseline. [13682801.004.001] • Percentage of agencies maintaining current Commonwealth Chief Information Officer (CIO) approved information technology (IT) portfolios for major IT projects. [13682801.006.001] • Customer Satisfaction with Enterprise/Collaborative Services Deliverables [13682803.001.001] • Percentage of service level objectives met or exceeded in Network Services [13682003.001.001] • Percentage of employees accessing available VITA Knowledge Center and VITA's Skillport resources to enhance their knowledge base and skillsets. [136.0005] • Percentage of local Emergency-911 call centers receiving on schedule delivery of digital orthophotography to assist with emergency planning, response and recovery [13671105.001.001] • Percentage of geospatial users satisfied with the Geographic Information System services provided by the Virginia Information Technologies Agency [13671105.001.002] • Percent of growth in geospatial services usage compared to the previous year. [13671105.002.001] • Percentage of Commonwealth executive branch agencies achieving satisfactory results in reviewing their environment for adequate compliance with the Commonwealth's Information Security Program. [13682901.001.001] • Agency satisfaction with their Involvement in ICE [136.0006] • Number of new technologies demonstrated/piloted via ICE [136.0007] • Percent improvement in total process cycle time for service lifecycle management (new requests and changes) [136.0008] • Percentage of wave 1, 2 and 3 milestones that were met [136.0009] • Percentage of service level objectives met or exceeded [136.0010] • Reduction in average time from discovery to mitigation and closure of security incidents and/or critical audit findings [136.0014] • AITR Satisfaction Rating [136.0015] • Number of documented processes added to the process library or revised [136.0016] • Digital States Survey Grade [136.0017] • Number of jurisdictional (county, city, town) updates processed for the road centerline (RCL) database for VGIN Services. [136.0001] • Percentage of payments for delivered goods and services paid by the required payment due date. Target: 95% compliance. [136.0003] • Customer agency adoption of VITA-offered enterprise shared services, particularly MITA platform. Target: 50% increase in citizen utilization (transactions) of Commonwealth Authentication System (CAS) to access eHHR and other systems in CA2015. [136.0004] • Percentage of service level objectives (defined in customer agency memorandums of understanding) met or exceeded. Target: 100% SLA performance for ITP services. [136.0002] • Reduction in the number of audit critical findings [136.0011] • Percentage of risk assessments completed [136.0012] • Availability of Enterprise/Collaborative Production Services [13682803.001.003]

Measure Name Percentage of service level objectives met or exceeded

Measure Last Modified Sep 24 2020 07:54 Measure Last Published Jun 02 2017 11:47 Measure Status Active Data Source and Calculation Source: Service level agreements (SLAs) to be achieved by Northrop Grumman in the Comprehensive Infrastructure Agreement (CIA) and SLAs to be achieved by new infrastructure partners: Server availability SLAs 7.11, 7.12, 7.13 •Data restore SLAs 1.21, 1.22; Incident Management SLAs 1.11, 1.12, 1.13, 1.14, 1.15, 1.16, 1.17 •Asset tracking SLA 1.31 •Help desk SLAs 4.11, 4.12, 4.13, 4.14, 4.15, 4.21, 4.22, 4.23, 4.31 •PC support SLAs 5.11, 5.21, 5.31 •Email availability SLA 6.11, 6.12; WAN connectivity SLAs 8.11, 8.12, 8.13, 8.14 •Router connectivity SLAs 8.21, 8.22, 8.23, 8.24 •LAN connectivity SLAs 8.31, 8.32, 8.33, 8.34 •VPN availability SLA 8.41 •Network quality SLAs 8.51 and 8.52 •Voice SLAs 9.11 and 9.21; customer/agency MOUs for Network Services-Data, Voice and Video -Data Center Services - Desktop and End User Services -Computer Operations Security Services Calculation: Number of service level objectives met / total number of service level objectives * 100 Enterprise Priorities and Strategies Enterprise Initiative Enterprise Priority Enterprise Strategy Government and Citizens Customer Service Deliver high quality products and services to customers in a timely manner. StandIn X Associated Service Areas SA Code SA Name 82003 Network Services -- Data, Voice, and Video 82005 Data Center Services 82006 Desktop and End User Services 82010 Computer Operations Security Services 82401 Information Technology Services for Data Exchange Programs StandIn X

Measure ID 136.0010 Measure Class Other Agency Measure Type Outcome Year Type State FY Preferred Trend Stable Frequency Quarterly Cumulative Data No Statistical Unit Percentage

Baseline and Targets Target Name Date Result Note Baseline Short Target 2020 Long Target 2022 StandIn X

Measure Results Year Q1 Q2 Q3 Q4 Explanatory Note 2016 2017 100.00 99.33 99.33 98.66 2018 98.00 100.00 99.34 98.64 2019 StandIn X

VP1.31 - Run Date: 04/30/2021 07:31:30