Participants will also be able to assess how well their
partnership and outsourced
ICT
services are performing
against in-house
ICT
equivalents delivering within
comparable organisations. A report will be based on Key Performance
Indicators (
KPI
s) covering user satisfaction,
resolution of operational problems, project management and
cost-efficiency.
"It has never been more relevant to offer this service," said
Martin Greenwood of Socitm Insight. "Management teams need to know
whether what they set out to achieve from this transfer is actually
being achieved, because it is becoming clear that outsourcing is
not the 'quick fix' solution that is may once been held up to
be."
Socitm's research on outsourcing and partnership suggests that
almost £4 billion of
IT
work has been outsourced over
the last two years. But data from Socitm's sister service
Benchmarking User Satisfaction indicates that user satisfaction is
13% lower where services are outsourced than in the 75 more
traditionally run
ICT
services. Four out of 10
councils that have outsourced achieved a user satisfaction score of
less than 4.0 compared with just 3 out of 75 'in-house'
providers.
The new service will be launched on 23rd May.
