The Executive Office of Technology Services and Security (EOTSS) FY21 data-driven performance

The Baker-Polito administration is working hard to improve your experience with state government. To that end, EOTSS has been asked to identify our critical constituent-facing services and to track our ongoing efforts to improve their delivery. By selecting key metrics and measuring performance against annual targets, our goal is to provide you with the resources you need as simply, efficiently, and transparently as possible.

You can find out which metrics we are tracking and how they’re performing on this page.

EOTSS Fiscal Year 2021 Performance

FY21 Metric	FY21 Target	FY21 Performance
Percent of major incidents caused by change	Decrease from 14% in FY20 to <5%	10.35% major incidents were caused by change.
Percent of the ~8,500 open datasets on Mass.gov that are centrally catalogued and searchable	Double from 25% in FY20 to 50%	80%
Percent of time internet and network are available	99.999%	CORE Network available 99.9945% and Internet Available 99.999%
Percent of Executive Branch employees that have completed cybersecurity awareness training	100%	Training issued to 32,713 Executive Branch personnel and 27,456 completed it (84%).  *Please note: MassDOT and DOC were not included in the above performance metric. MassDOT administers their own cybersecurity training. DOC tracks training completeness separately.
Percent of incoming calls answered in ≤30 seconds	80%	64%