2009 Top Education ITO Vendors, Black Book Survey 2009 Results
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.
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.
INTRODUCTION
The education sector
SUMMARY
Survey overview
Key findings
Education ITO – top honors overall 2009
Education ITO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Education ITO vendor rankings and results, 2009
TOP
EDUCATION ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of education ITO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
COMPANIES MENTIONED
SunGard,
Verizon Business,
Cedar Crestone,
Ciber,
Keane,
IBM Global,
Hewlett-Packard,
Unisys,
Capgemini,
ACS,
Lionbridge,
CSC,
Accenture,
NaviSite,
CGI,
Dell Perot,
Oracle,
Maximum,
Fujitsu,
Mahindra Satyam,
SAP,
Tata Consultancy Services,
Wipro Infocrossing,
Infosys,
Mastek
The education sector
SUMMARY
Survey overview
Key findings
Education ITO – top honors overall 2009
Education ITO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Education ITO vendor rankings and results, 2009
TOP
EDUCATION ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of education ITO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
COMPANIES MENTIONED
SunGard,
Verizon Business,
Cedar Crestone,
Ciber,
Keane,
IBM Global,
Hewlett-Packard,
Unisys,
Capgemini,
ACS,
Lionbridge,
CSC,
Accenture,
NaviSite,
CGI,
Dell Perot,
Oracle,
Maximum,
Fujitsu,
Mahindra Satyam,
SAP,
Tata Consultancy Services,
Wipro Infocrossing,
Infosys,
Mastek
