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2009 Top US Federal Government Information Technology Outsourcing Vendors, Black Book Survey 2009 Results

January 2010 | 41 pages | ID: 2A642CF684FEN
The Black Book of Outsourcing

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In 2009, the Black Book US federal government ITO user survey investigated over 227 contracts held by nearly 1,000 of the top spending agencies, departments and divisions, both centralized and decentralized.

In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0–10 scale per KPI.

Key findings

Key finding: most important customer satisfaction KPIs

Customization, interfaces/integrations, deployment, reliability and federal government agency and division expertise are the most important attributes influencing ITO clients' satisfaction with their 2009 outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the US federal government ITO industry among top-ranked suppliers

Strong dissatisfaction is uncommon in this specialty ITO sector, occurring in only 7.4% of clients.

DOD clients are among the most satisfied, with IT services delivery producing the highest industry ratings among system integrators and technology outsourcers.

Key finding: ITO vendors with more than 50% of their staffing resources located offshore in total decreased in satisfaction, on average, by 21% as measured against 2007 outcomes of the same vendors

Key finding: comprehensive services vendor arrangements from technology firms performing 80% or higher in commercial sectors produce the largest increase in year-to-year satisfaction rates
INTRODUCTION

Recent trends
Top destination countries
Federal agencies involved
Target users of the survey

SUMMARY

Survey overview
Key findings
US federal government ITO – top honors overall 2009
US federal government 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
Federal government ITO vendor rankings and results 2009

TOP

FEDERAL GOVERNMENT ITO VENDORS

STOP LIGHT SCORING KEY

Operational excellence of federal government 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

ACS,
CSC,
Booz,
Northrop Grumman,
SAIC,
Dell-Perot,
Mantech,
SRA International,
Hewlett Packards,
EDS,
Unisys,
Oracle,
Lockheed Martin,
IBM Global,
Ciber,
NCI,
CACI,
Stanley International,
AT&T,
Accenture,
Verizon


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