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Key service metrics updated quarterly to keep our community informed.

Reporting period: Q3 • 2025 Last updated:

Critical System Uptime

99.96%

Target ≥ 99.90%

Average Resolution Time

14 hrs

Business hours

Requests / Tickets Handled

4,382

Includes incidents and service requests

Customer Satisfaction

4.7 / 5

Post-ticket survey average

Major Project Highlights

  • Sitefinity Cloud Upgrade to v15.3 Complete

    Improved performance, accessibility tooling, and editor experience.

  • Service Desk: Projects Module Rollout In Progress

    Standardized milestones/tasks; better visibility into timelines and actuals.

  • Disaster Recovery (DRaaS) Vendor Selection Planned

    Finalizing vendor scoring and contract review to enhance resilience.

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The mission of Escambia County government is to provide efficient, responsive services that enhance our quality of life, meet common needs and promote a safe and healthy community.

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