Attachment 3 - Historical Ticket Volumes.xlsx

This attachment contains historical ticket volume data for the Transportation Management System (TMS) Maintenance and Support Services contract with the Missouri Department of Transportation, providing detailed metrics on service demand across multiple fiscal years and application categories. The data spans three complete fiscal years (FY24, FY25, and FY26) and tracks ticket submissions by application type, including TMS Bridge, TMS Design, TMS Electronic Permitting, TMS Maps, TMS MoDOT Management System, TMS Railroad, TMS Movers, TMS Real-Time Refresh, TMS Reports, TMS Safety, TMS STIP, TMS Traffic & Congestion, TMS Traveler Information System, TMS Travelway Maintenance, TMS Travelways Features, and Transportation Management Systems Other. The total ticket volume demonstrates significant growth, increasing from 10,395 tickets in FY24 to 11,807 tickets in FY25 and 35,459 tickets in FY26, indicating substantial operational scaling and increased demand for system support services. The most heavily utilized applications in FY26 include TMS Design (representing 37.4% of total tickets) and TMS Electronic Permitting (6.5% of total tickets), with notable increases in several applications suggesting evolving operational priorities.

The ticket priority analysis reveals that the vast majority of support requests are classified as Priority 4 (routine issues) at 82.4% of total tickets, followed by Priority 3 at 13.1%, Priority 2 at 4.5%, and Priority 1 (critical issues) at 0.0% across the three-year period. Monthly ticket volumes show considerable variation throughout each fiscal year, with notable peaks in June of each year—FY24 reached 1,273 tickets, FY25 reached 1,045 tickets, and FY26 reached 1,149 tickets—suggesting seasonal fluctuations in demand patterns. This historical data serves as the baseline for projecting resource requirements, staffing levels, and support capacity needed to meet the ongoing maintenance and support obligations for the Transportation Management System.