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2009 Top US Federal Government Information Technology Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Jan 2010, Pages: 41
In 2009, the Black Book US federal government ITO user survey investigated over 227 contracts held by nearly 1,000 of the top spending agencies, departments and divisions, both centralized and decentralized. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key findings:
- Key finding: most important customer satisfaction KPIs
Customization, interfaces/integrations, deployment, reliability and federal government agency and division expertise are the most important attributes influencing ITO clients' satisfaction with their 2009 outsourcing providers.
- Key finding: vendor dissatisfaction is uncommon in the US federal government ITO industry among top-ranked suppliers
Strong dissatisfaction is uncommon in this specialty ITO sector, occurring in only 7.4% of clients.
DOD clients are among the most satisfied, with IT services delivery producing the highest industry ratings among system integrators and technology outsourcers.
- Key finding: ITO vendors with more than 50% of their staffing resources located offshore in total decreased in satisfaction, on average, by 21% as measured against 2007 outcomes of the same vendors
- Key finding: comprehensive services vendor arrangements from technology firms performing 80% or higher in commercial sectors produce the largest increase in year-to-year satisfaction rates
Industry: Sourcing: IT Outsourcing
Keywords: federal, government, United States, US, information, technology, outsourcing, ITO, data, networks, agencies, administration, technical, database, backup, systems, software, infrastructure, helpdesk, service, desk, application
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