2009 Top Energy Information Technology Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book energy ITO user survey investigated over 120 contracts held by 1,100 international energy agencies and companies.
18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Vertical expertise, innovation, customization and best of breed technology are the most important attributes influencing energy ITO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the energy ITO industry among top ranked suppliers
Strong satisfaction is common in this niche ITO sector, occurring in 40.1% of all global clients.
UK and US clients are among the most satisfied with energy ITO services delivery, with 82.7% reporting high vendor approval. 11.9% of all surveyed clients with 2009 projects reported strong dissatisfaction with offshore outsourcing vendors, significantly higher than European and US vendors, with less than 2.9% strongly dissatisfied.
Key finding: comprehensive service vendor arrangements from a comprehensive/end-to-end energy ITO vendor produces the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Vertical expertise, innovation, customization and best of breed technology are the most important attributes influencing energy ITO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the energy ITO industry among top ranked suppliers
Strong satisfaction is common in this niche ITO sector, occurring in 40.1% of all global clients.
UK and US clients are among the most satisfied with energy ITO services delivery, with 82.7% reporting high vendor approval. 11.9% of all surveyed clients with 2009 projects reported strong dissatisfaction with offshore outsourcing vendors, significantly higher than European and US vendors, with less than 2.9% strongly dissatisfied.
Key finding: comprehensive service vendor arrangements from a comprehensive/end-to-end energy ITO vendor produces the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
INTRODUCTION
OVERVIEW
SUMMARY
Survey overview
Key findings
Energy ITO vendors – top honors overall 2009
Energy ITO vendors – top vendors 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
Energy ITO vendor rankings and results 2009
ENERGY ITO GROWTH PREDICTED Q2 2010
TOP 20 ENERGY ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of Energy ITO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Top score per individual criteria
Outsourcing vendors with most #1 individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
OVERVIEW
SUMMARY
Survey overview
Key findings
Energy ITO vendors – top honors overall 2009
Energy ITO vendors – top vendors 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
Energy ITO vendor rankings and results 2009
ENERGY ITO GROWTH PREDICTED Q2 2010
TOP 20 ENERGY ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of Energy ITO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Top score per individual criteria
Outsourcing vendors with most #1 individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
