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
Table of Contents:
INTRODUCTION 5
Recent trends 6
Top destination countries 7
Federal agencies involved 8
Target users of the survey 9
SUMMARY 10
Survey overview 10
Key findings 10
US federal government ITO – top honors overall 2009 10
US federal government ITO – top vendor by function 2009 10
BLACK BOOK METHODOLOGY 12
How the data sets are collected 12
Understanding the statistical confidence of Black Book data 12
Who participates in the Black Book ranking process 13
Federal government ITO vendor rankings and results 2009 13
TOP 20 FEDERAL GOVERNMENT ITO VENDORS 14
STOP LIGHT SCORING KEY 15
Operational excellence of federal government ITO vendors 15
OVERALL KPI LEADERS 20
Top score per individual criteria 20
Outsourcing vendors with most top individual criteria scores 21
INDIVIDUAL KEY PERFORMANCE 22
APPENDIX 41
Orbys consulting 41
Disclaimer 41
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