ODOE Incident Recovery Analysis

Resolution Time By Incident Category

Use this to spot where the team is structurally slower, not just where the ticket count is high.

Network and vendor-linked work are slowest

Remote access / network6.8 hrs average

Public data / reporting pipeline5.7 hrs average

Identity / access3.3 hrs average

Collaboration tools2.4 hrs average

Mean resolution time is not one thing. It is the combination of detection, triage, handoff, waiting, remediation, and validation.

1.4 hrs Average triage and assignment time

1.9 hrs Average blocked / waiting time

1.3 hrs Active fix and validation time

Key insight: the biggest opportunity is not faster fixing alone. It is cutting down blocked time and reducing handoff delay.

These are the incidents and recurring issues most worth reviewing during a service operations meeting.

2 repeat drivers

Item	Current MTTR Pattern	Main Delay Driver	Improvement Move
Remote access latency incidents 3 related tickets in 30 days	6.8 hrs average	Vendor handoff and diagnostics wait time	Pre-stage vendor data pack and incident runbook checklist
Public data refresh failures 2 repeat workflow interruptions	5.7 hrs average	Manual validation and unclear ownership	Assign single owner and automate pre-check alerts
Access change backlog Mostly standard requests	3.3 hrs average	Approval lag	Move approvals to tracked workflow and pre-identify approvers

If ODOE wants MTTR lower, these are the levers to attack first.

External vendor dependency

Largest contributor to long-running infrastructure and network issues.

Approval delays

Especially visible in identity, access, and business-owned changes.

Ambiguous ownership during triage

Creates extra handoffs before the right person is actually working the issue.

Incomplete runbook coverage

Still improving; better runbooks are already shortening time to ownership.

Simple changes that can lower MTTR without a major platform overhaul.

Standardize incident commander checklist

Reduce decision lag in the first 30 minutes of a high-priority incident.

Pre-build vendor escalation packet

Cut waiting time for remote access and network cases by handing over structured diagnostic information immediately.

Expand runbook coverage on repeat incidents

Focus first on the top 5 categories that create the most repeated delay.

Examples of how AI can help lower MTTR without becoming the decision-maker.

Incident summary and handoff prep

Generate a clean summary with impact, timeline, attempted steps, and likely owner before escalation.

Runbook suggestion

Suggest the closest known runbook or prior similar issue to reduce triage search time.

Delay pattern detection

Highlight when blocked time, approval lag, or vendor wait is becoming the dominant MTTR driver.