An FTE contract is based the number of full-time workers assigned to perform the work. The actual work hours for an FTE takes into account weekends, leave benefits and holidays. In addition, Information Technology Solutions and Support sets aside time outside of contract assignments for employee training and participation in departmental steering committees and teams (average of no more than two hours per week).

These work hour numbers are used to determine whether Information Technology Solutions and Support is properly fulfilling contractual obligations to the customer. If fewer hours than expected are consistently charged, we notify the customer and suggest reducing the contract support level. If more hours are consistently charged, we suggest an increase in the contract support level. When the customer is unable to increase support due to budget constraints, we work to adjust expectations and prioritize tasks so the work can be completed within the allocated time.