Attachment_Amendment_4_18-401-SOL-00001.pdf

Grand Incidents Requests Incidents Requests Totals Incidents Requests Totals Incidents Requests Totals Incidents Requests Totals Incidents Requests Totals Incidents Requests Totals Incidents Requests Totals Incidents Requests Totals Totals Total Total

# of Tickets 2676 768 3444 1767 1341 3108 1922 1334 3256 2052 1007 3059 2140 966 3106 2584 781 3365 2378 770 3148 2430 678 3108 25,594 17,949 7,645 Tier 1 2427 696 3123 1604 1258 2862 1719 1236 2955 1791 901 2692 1756 894 2650 2202 677 2879 2030 672 2702 2133 594 2727 22,590 Tier 2/3 249 72 321 163 83 246 203 98 301 261 106 367 384 72 456 382 104 486 348 98 446 297 84 381 3,004

VIP 55 7 62 28 17 45 23 12 35 54 12 66 41 7 48 31 7 38 39 4 43 27 1 28 365

Critical 57 57 21 21 21 21 45 45 33 33 27 27 22 22 20 20 246 High 11 11 4 4 3 3 4 4 4 4 10 10 4 4 7 7 47 Medium 190 768 958 110 1341 1451 72 1334 1406 116 1007 1123 97 966 1063 119 781 900 117 770 887 127 678 805 8,593 Low 2416 2416 1631 1631 1826 1826 1886 1886 2004 2004 2422 2422 2226 2226 2274 2274 16,685 Alert 12 0 12 6 0 6 10 0 10 11 0 11 9 0 9 11 0 11 12 0 12 1 0 1 72 Phone 802 238 1040 567 429 996 736 507 1243 696 342 1038 711 319 1030 971 297 1268 978 316 1294 1062 298 1360 9,269 Email 1079 307 1386 625 469 1094 698 480 1178 894 443 1337 871 396 1267 952 289 1241 863 277 1140 874 244 1118 9,761 Self Service 589 169 758 437 335 772 360 254 614 343 171 514 403 184 587 435 133 568 346 116 462 342 95 437 4,712 Walk‐in 194 54 248 132 94 226 118 80 198 108 50 158 146 68 214 213 63 276 172 54 226 151 41 192 1,738 WAS (HQ) 836 187 1023 641 385 1026 733 540 1273 773 353 1126 802 278 1080 980 253 1233 965 266 1231 937 294 1231 9,223 BAL 86 6 92 64 23 87 95 35 130 89 44 133 80 49 129 85 22 107 64 35 99 70 16 86 863 BOS 238 26 264 97 48 145 101 35 136 115 21 136 107 11 118 144 22 166 130 23 153 109 12 121 1,239 NYC 257 255 512 166 293 459 124 170 294 130 130 260 198 265 463 221 101 322 238 127 365 302 88 390 3,065 PHL 131 24 155 79 67 146 75 57 132 101 50 151 93 35 128 94 34 128 97 35 132 103 31 134 1,106 ATL 250 45 295 199 90 289 187 70 257 224 45 269 204 42 246 290 43 333 204 29 233 212 23 235 2,157 CHI 95 15 110 89 28 117 105 39 144 126 27 153 120 21 141 140 24 164 102 14 116 133 16 149 1,094 DAL 306 90 396 85 114 199 129 149 278 131 213 344 146 124 270 199 109 308 180 105 285 148 80 228 2,308 KAN 268 62 330 218 140 358 203 109 312 212 61 273 244 64 308 204 91 295 215 102 317 207 84 291 2,484 SNF 209 58 267 129 153 282 170 130 300 151 63 214 146 77 223 223 82 305 183 34 217 209 34 243 2,051

Avg Tickets per month 3199 *Unless otherwise noted, all averages are based on the last 8 months‐‐this is when we rolled out our consolidated service desk.

Avg VIP tickets per month 46 Avg VIP after‐hours tickets per month 3 *based on last 90 days (VCC only keeps 90 days of contact details) Avg Calls between 05:00‐06:00 2 *Call averages by hour based on last 90 days (VCC only keeps 90 days of contact details); doesn't include tickets that come in via email, walk‐up, or self‐service portal Avg Calls between 06:00‐07:00 4 Avg Calls between 07:00‐08:00 8 Avg Calls between 08:00‐09:00 8 Avg Calls between 09:00‐10:00 7 Avg Calls between 10:00‐11:00 6 Avg Calls between 11:00‐12:00 5 Avg Calls between 12:00‐13:00 5 Avg Calls between 13:00‐14:00 4 Avg Calls between 14:00‐15:00 4 Avg Calls between 15:00‐16:00 3 Avg Calls between 16:00‐17:00 2 Avg Calls between 17:00‐18:00 2 Avg Calls between 18:00‐19:00 1 Avg Critical tickets per month 31 Avg High Priority tickets per month 6 Avg Medium Priority tickets per month 1074 * We don't current track Priority on Requests as Critical, High, Medium, Low, like we do with Incidents, so all Requestsare listed as Medium for reporting purposes.

Avg Low Priority tickets per month 2086 Avg tickets per month from Alerts 9 Avg tickets per month from Phone Calls 1159 * We don't current track Source on Requests like we do with Incidents, so we used the Incident Source percentages to estimate the Request Sources.

Avg tickets per month from Email 1220 Avg tickets per month from Self‐Service Portal 589 Avg tickets per month from Walk‐ins 217 Percentage of tickets from WAS (HQ) 36% Percentage of tickets from BAL 3% Percentage of tickets from BOS 5% Percentage of tickets from NYC 12% Percentage of tickets from PHL 4%

September OctoberMarch April May June July August

Percentage of tickets from ATL 8% Percentage of tickets from CHI 4% Percentage of tickets from DAL 9% Percentage of tickets from KAN 10% Percentage of tickets from SNF 8% Percentage of Incidents 70% Percentage of Requests 30% Percentage of tickets closed by Tier 1 88% Percentage of tickets closed by Tier 2/3 12%