The Problem Report Database is the primary organizational tool for the CTS short-term workload.

Last year the Problem Report had an “average balance” of 50-100 jobs reported (not yet looked at); this year since early October this number is closer to 25 and recently has dropped below 15. The technicians are doing more online support and using standardization to fix problems as and even before they happen. They are making fewer trips to buildings and users have less downtime.

Below is a comparison of the fall 2005 to fall 2006 problem response.

65% of the reports resolved within 10 days

Fall, 2006

63% of the reports resolved within 20 days

Fall 2005

This improvement is attributed to more efficiency and change of CTS personnel—reflected in better images for both the Macs and the PCs and a network friendly to Macintoshes.