The Executive Office of Technology Services and Security (EOTSS) FY22 data-driven performance

Learn how EOTSS uses data to improve your experience with state government.

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.

Table of Contents

EOTSS Fiscal Year 2022 Performance

FY22 Metric FY22 Target
% of Major Incidents Caused by Change Decrease from 10.35% in FY21 to <5%
% of machine-readable data resources published online by state agencies that are centrally cataloged and findable through the Commonwealth’s Data Hub Increase from 80% to 90%
% of Time Internet and Network are Available 99.999%
% of Executive Branch employees that have completed EOTSS-administered cybersecurity awareness training 100%
% of incoming calls answered in ≤30 seconds 80%
Complete End User Computing and Infrastructure Patching within 60 Days  90%
% of Time that EOTSS Cloud Environments are Available 99.999%




Main Office (617) 626-4400

Open Monday through Friday 8:30 a.m. - 4:30 p.m.

EOTSS End-User Service Desk (844) 435-7629


EOTSS End-User Service Desk Log in to ServiceNow 
Security Operations Center


McCormack Building - Main Office
1 Ashburton Place
8th Floor
Boston, MA 02108

Help Us Improve with your feedback