it satisfaction benchmark · source: info-tech research group . 8 how satisfied does it make the...
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IT Satisfaction BenchmarkEstablishing a local government benchmark for IT performance
Presented by Colin Andersen Executive Director of www.effectus.co.nz
Independent IT consultancy established in
2007 by Colin Andersen.
Our focus is IT Strategy, Governance,
Transformation, & Project Execution.
NZ based, with head office in Christchurch
servicing our national client base.
Proven track record in delivering
successful business outcomes to leading
companies and organisations in NZ.
Focus on local government, with over 30
councils on our books.
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Effectus is a long term (11 years) consulting partner with
InfoTech Research Group based in Canada.
InfoTech have created a comprehensive diagnostic program, which
surveys stakeholder perceptions across a range of IT functions,
most importantly being IT alignment with the business.
ALGIM and Effectus have partnered to bring a local government IT
Satisfaction report and benchmark to the local government sector,
leveraging Infotech’s diagnostic survey engine.
www.effectus.co.nz
Local Government IT Satisfaction Benchmark
www.infotech.com
“Go from I think, to I know”
The most important thing a CIO can do is understand
the business needs and actively measure that the
business is satisfied - stop flying blind.
www.effectus.co.nz
Local Government IT Satisfaction Benchmark
Formally and consistently collect insights from your
key business stakeholders so you know the direction
IT needs to be moving in, and how you can enable
the business to achieve its goals.
“Go from I think, to I know”The most important thing a CIO can do is understand the business needs and actively
measure that the business is satisfied - stop flying blind.
www.effectus.co.nz
IT Satisfaction Survey
This will help you...
• Measure the satisfaction of your key decision
makers annually – starting now with a benchmark!
• Move beyond opinion and get to the facts to build
an accurate strategy and roadmap of initiatives
based on your maturity.
• Find out what is really important to the business
and steer your IT in the right direction.
Understand where you fit against your peers:
- a clear view of your maturity and satisfaction
- comparison with your peers
Deliver
Set Baseline - build a roadmap from IT satisfaction report,
- initiatives targeting the response feedback
- opportunity to improve your effectiveness and efficiency
ID what good practice looks like:
- see how you sit across your sector
- which of your peers are the exemplars to model
Sector benchmark for IT Satisfaction:
- report includes comparison against other NZ councils
- also International benchmarking statistics
Assess
Plan
Deliver
Expand
UNSTABLE – STRUGGLES<60% Satisfaction
FIREFIGHTER - SUPPORTS60-70% Satisfaction
TRUSTED OPERATOR -
OPTIMISES70-80% Satisfaction
BUSINESS PARTNER -
EXPANDS80-90% Satisfaction
INNOVATOR - TRANSFORMS90-100% Satisfaction
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4
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Understand where you are today
Let us help you on the next leg of your journey
74%
64%
International Local
Government Benchmark
New Zealand Local
Government Benchmark
ASSESS PLAN DELIVER EXPANDwww.effectus.co.nz
✓Establish what good practice looks like in your sector
✓Create a baseline for future improvement
✓Establish roadmap to lift maturity
✓Focus activity where it is needed most
✓Establish Strategic IT Management
✓Improved customer focus
8COUNCILS
have
completed
already
Overall Satisfaction
CustomerTech
InnovationLeadership
Project Delivery
DataQuality
Service Desk
Network Infrastructure
Where do you sit on the Maturity Scale…
Innovator - Transforms
Reliable Technology Innovation 90-100%
Satisfaction
Business Partner - Expands
Effective Execution on Business Projects, 80-90%
Satisfaction
Trusted Operator – Optimises
Effective Fulfillment of Work Orders,70-80%
Satisfaction
Firefighter - Supports
Reliable Infrastructure and IT Service Desk
60-70% Satisfaction
Unstable - Struggles to Support
Inability to Provide Reliable Business Services
<60% Satisfaction
Source: Info-Tech Research Groupwww.effectus.co.nz
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How satisfied does IT make the Business?
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
3.8
4.0
4.3
4.5
4.8
5.0
5.3
5.5
5.8
6.0
6.3
6.5
6.8
7.0
7.3
7.5
7.8
8.0
8.3
8.5
8.8
9.0
9.3
9.5
9.8
10.0
32% score
between 6.0 and
7.0
Just 16% score above
8.0 in Overall
Satisfaction
11% score lower than
6.0 in Overall
Satisfaction
41% score
between 7.0 and
8.0
Average 7.4
(74%) INT
Maturity Score
Average 6.4
(64%) NZ
www.effectus.co.nz
Linking IT Maturity with Performance
What are the key
drivers of Business
satisfaction with IT?
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What are the key drivers of Business satisfaction with IT?
What are the top 4 drivers that matter most?
Business Satisfaction
with IT
Network Infrastructure
Service Desk
Business Applications
Data Quality
Devices
Analytical Capability
Client-facing Technology
Work Orders
Innovation Leadership
Project Delivery
IT Policies
Requirements Gathering
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What are the key drivers of Business satisfaction with IT?
Business Satisfaction
with IT
Network Infrastructure
Service Desk
Business Applications
Data Quality
Devices
Analytical Capability
Client-facing Technology
Work Orders
Innovation Leadership
Project Delivery
IT Policies
Requirements Gathering
These elements
generate business
satisfaction the most
www.effectus.co.nz
Linking IT Maturity with Performance
“Organisations that
measure Satisfaction
routinely will dramatically
outperform their peers”
Let’s have a look at the
IT Satisfaction Survey report …
www.effectus.co.nz
Linking IT Maturity with Performance
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IT Satisfaction Report – Sample Output
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IT Satisfaction Report – Sample Output
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IT Satisfaction Report – Sample Output
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IT Satisfaction Report – Happy Department!
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IT Satisfaction Report – Not so Happy Department!
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IT Satisfaction Report – Sector Benchmarking
Engagement Process
www.effectus.co.nz
IT Satisfaction Report
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IT Satisfaction Survey – Engagement Process
ALGIM hosted webinar created when the benchmark data is ready will provide sector benchmarking analysis.
The benchmark data will not be available until a cut-off date has been agreed for all councils’ participation.
Councils will be invoiced by ALGIM when the report has been delivered by Effectus and a debrief session held.
Effectus will run the survey process end to end and liaise with each council when report is ready.
ALGIM will engage Effectus who will then connect with the council and set the process running.
Each council will engage with ALGIM to procure the benchmark services.
Pre-Xmas target
Nov-Feb target
Mar-Apr target
Target Timeline
So how is this going to work
across councils of different
size & scope of activity?
www.effectus.co.nz
IT Satisfaction Survey
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ALGIM Pricing Model
Large District
Medium CityLarge City/Region
Extra Large District
MediumVery Small Small
19 councils
$5,000
14 councils
$6,000
11 councils
$4,000
18 councils
$2,000
16 councils
$3,000
Note: All pricing is exclusive of GST.
The following pricing model is applied, based on ALGIM sector categories.
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ALGIM Council Sizing Matrix
Large District
Medium City
Large City/Region
Extra Large DistrictMediumVery Small Small
Buller District
Carterton District
Chatham Islands
Gore District
Hurunui District
Kaikoura District
Kawerau District
Mackenzie District
Opotiki District
Otorohanga District
Ruapehu District
South Wairarapa District
Stratford District
Waimate District
Wairoa District
Waitomo District
West Coast Regional
Westland District
Central Hawkes Bay
Central Otago District
Clutha District
Environment Southland
Grey District
Hauraki District
Hawkes Bay Regional
Kaipara District
Masterton District
Northland Regional
Otago Regional
Rangitikei District
South Waikato District
Taranaki Regional
Tararua District
Waitaki District
Ashburton District
Bay of Plenty Regional
Horizons Regional
Horowhenua District
Manawatu District
Matamata Piako District
Queenstown Lakes
South Taranaki District
Southland District
Thames Coromandel
Whakatane District
Far North District
Gisborne District
Great Lakes Taupo
Invercargill City
Kapiti Coast District
Marlborough District
Napier City
Nelson City
Porirua City
Rotorua Lakes
Selwyn District
Tasman District
Timaru District
Upper Hutt City
Waikato District
Waimakariri District
Waipa District
Western BoP District
Whanganui District
Auckland
Christchurch City
Dunedin City Council
Environment Canterbury
Greater Wellington
Hamilton City
Hastings District
Hutt City
New Plymouth District
Palmerston North City
Tauranga City
Waikato Regional
Wellington City
Whangarei District
$2,000 $3,000 $4,000 $5,000 $6,000
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CIO Business Vision – Final Points
• There is an information flyer in your conference bag
• I am here for Tues & Wed, feel free to have a chat
• Information available on the Effectus website, including
sample reports. www.effectus.co.nz/algim
• Contact at ALGIM is: [email protected]
Mike Manson, Suzie , Jordan
Effectus contact details:
Ph: (03) 377 9933
Colin Andersen
Mb: 021 224 1900
Thank You
Presented by Colin Andersen Executive Director of www.effectus.co.nz