Socitm South Benchmarking Club

1
Socitm South Benchmarking Club

• Martin Greenwood,
• Socitm Insight programme manager
• 14 November 2005

2
The benchmarking user satisfaction service

• Background
• Process and questionnaire
• Some sample results
• Your questions

3
The benchmarking user satisfaction service

• Run in collaboration with
• Set up in 1999
• 19 series with 318 participants
• 190 organisations, many more than once
• 60,000 responses received

4
Profile of Series 1 to 19

• First repeat Total
• Shire counties 21 21 42 59
• Shire districts 63 29 92 26
• London boroughs 16 12 28 48
• Metropolitan districts 20 17 37
  53
• English unitaries 21 24 45 45
• Welsh unitaries 22 18
  40 100
• Scottish unitaries 17 5 22 53
• Others 10 2 12
• In total 190 128 318 43

5
The overall process

• Provide a structured sample to survey
• Provide a standard questionnaire
• Offer an internet and paper option for survey
• Collate and analyse the results
• Provide series of spreadsheets etc
• Present results at workshop
• Provide an annual summary for all subscribers

6
The questionnaire itself

• Section A Profile of user
• Section B Importance of 18 factors
• Section C Satisfaction with same 18 factors
• Section D General views of ICT function
• eg D6 Please give your overall opinion of the
  quality of service offered by your ICT unit.
• which is used as Socitm KPI 1 (user
  satisfaction)

7
Section A Profile of user

• Your role in organisation?
• Your experience with ICT?
• Part ICT plays in your job?
• Formal training days?
• Provider of your training?
• Rating of your skills?
• Adequately trained?
• Value of ECDL?

8
Section B /C Importance / satisfaction with 18
factors

• Good working relationships
• Commitment to ICT
• Downtime
• Technical competence
• Responsive to changing needs
• Proper training
• Response to problems
• User participation
• Ease of contact

• Understanding of business
• Good communications
• Resource plans
• Prompt response to request for changes
• Lead times
• Effective monitoring
• Accurate problem diagnosis
• Up-to-date facilities
• Visionary leadership

9
Section D General views of ICT function

• Influence in new developments?
• Meeting managerial needs?
• Meeting operational needs?
• Information from ICT unit?
• Effectiveness of ICT training?
• Overall opinion of ICT service?
• Support for high-quality services to your
  customer?
• Change in quality of service over past 12 months?
• Value for money from ICT unit?
• ICT contribution to corporate strategy?

10
and finally

• Please give us your views about any improvements
  you would
• like to see in the ICT service you receive we
  are very keen to
• receive your views and it is important to use
  that you complete
• this section

11
The benchmarking user satisfaction service

• Some sample results from Series 19

12
Profile of KPI1 scores
13
Delivery of high quality support to customers and
overall satisfaction
14
Comparing performance in London - satisfaction
measures (Section C)
15
Comparing performance in London - weighted gaps
16
Importance of effective communications
Message An effective communications strategy is
essential if you want to convince users that
service delivery is improving. It demonstrates
to them a commitment to service improvement.
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The ICT section requires to undergo a sea-change
in its ethos it requires to understand that its
purpose is to serve the needs and strategic
objectives of its users, not vice-versa. ICT must
understand, and seek proactively to meet, the
needs of its users. It must seek to provide
imaginative and robust solutions to users, rather
than expecting users to specify what they want.
ICT support must be provided at a time when it is
required by users, and the systems that they have
in place (e.g. 24/7 support for 24/7 systems),
not merely the provision of support within office
hours. ICT must move away from depending on a few
highly-motivated individuals to deliver, to
delivering on section-wide basis. ICT must also
look at delivering on the projects on which it
embarks, providing strategic guidance and project
management skills to users, rather than depending
on users to drive projects forward. To summarise
there must be a meaningful partnership of equals
between ICT and its users. One users view
18

• Biggest concern for me is the lack of recognition
  at the highest level of
• the need for efficient and up-to-date ICT
  systems, which should provide
• the keystone of all internal and external
  communication with our
• customers. It needs to be given the highest
  priority on the new Agenda
• for Change.
• Another users view

19
User satisfaction (in-house cf outsourced)
20
Other measures (in-house cf outsourced)
21
Worst three measures

• Value for money? -0.63
• ICT unit well managed? -0.52
• High quality services supported
• by ICT? -0.38
• 12. Kept well informed by ICT? -0.04

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Timetable for Series 21

• Registration starts
• Earliest survey start
• Registration closes
• Paper survey closes
• Internet survey closes
• Results issued
• Workshop

• 12 December
• 4 January
• 20 February
• 15 March
• 22 March
• 2 May
• 11 May (Leamington Spa)

23
Socitm South Benchmarking Club

• Martin Greenwood,
• Socitm Insight programme manager
• 14 November 2005
• Thank you for your time