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2009 Top Education ITO Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Feb 2010, Pages: 37
In 2009, the Black Book IT outsourcing (ITO) education industry user survey investigated over 138 contracts held by 455 education agencies and companies globally.
18 key performance indicators (KPIs) or criteria are employed, scored for each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key findings:
- Key finding: most important customer satisfaction KPIs
Vertical expertise, client relationships, trust, customization and reliability are the most important attributes influencing education ITO clients' satisfaction with their 2009 outsourcing providers.
- Key finding: vendor dissatisfaction is uncommon in the education ITO industry among top-ranked suppliers
Strong satisfaction is common in this niche ITO sector, being expressed by 25.4% of all clients globally.
UK and US clients are among the most satisfied with education industry ITO services delivery, with 65.8% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was found among 13.0% of all surveyed clients with 2009 projects, significantly higher than European and US vendors, with less than 7.0% strongly dissatisfied.
- Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end education industry ITO vendor produce the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.
Industry: Sourcing: IT Outsourcing
Keywords: outsourcing, information, technology, ITO, education, public, private, schools, students, universities, federal, state, local, institutions, instructional, kindgarten, junior, high, secondary, college, undergraduate, postgraduate, applications, development, management
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