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2009 Top Energy Information Technology Outsourcing Vendors, Black Book Survey 2009 Results

November 2009 | 43 pages | ID: 2CA0B7656B0EN
The Black Book of Outsourcing

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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.
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
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