Participants will also be able to assess how well their partnership and outsourced ICT services are performing against in-house ICT equivalents delivering within comparable organisations. A report will be based on Key Performance Indicators (KPIs) covering user satisfaction, resolution of operational problems, project management and cost-efficiency.
"It has never been more relevant to offer this service," said Martin Greenwood of Socitm Insight. "Management teams need to know whether what they set out to achieve from this transfer is actually being achieved, because it is becoming clear that outsourcing is not the 'quick fix' solution that is may once been held up to be."
Socitm's research on outsourcing and partnership suggests that almost £4 billion of IT work has been outsourced over the last two years. But data from Socitm's sister service Benchmarking User Satisfaction indicates that user satisfaction is 13% lower where services are outsourced than in the 75 more traditionally run ICT services. Four out of 10 councils that have outsourced achieved a user satisfaction score of less than 4.0 compared with just 3 out of 75 'in-house' providers.
The new service will be launched on 23rd May.
