The Nordic Region: Quality Improvement and Access to Skills Becoming More Important Drivers of Outsourcing
Carl-Henrik Hallström, Head of Sourcing Advisory, KPMG in Sweden
Our 2011 Nordics IT Service Provider Performance and Satisfaction Study is the most extensive to date, both in terms of the level of participation and the insights gained. This year, more than 300 different organisations participated and evaluated over 700 unique IT outsourcing contracts. The value of these contracts covers approximately 80 percent of the total Nordic IT outsourcing market. With new areas of analysis, such as investigating the impact of developing a strategic rather than transactional relationship on client satisfaction, and client drivers for outsourcing (per service provider) – and given the scale of the study – we feel that this is the most comprehensive investigation into the perception of IT service provider performance in the Nordic region.
This year’s results highlight that organisations expect to expand their use of outsourcing – with 49 percent of respondents telling us that they plan to outsource more. This growth is balanced across the entire portfolio of IT services – Application Management, (including development and managed project services), Infrastructure Management (including data centre hosting and managed network services) and End-User Management (including managed desktop services and helpdesk provision).
Cost reduction remains the primary driver for outsourcing. However, we have also seen other drivers such as quality improvement and access to skills becoming more important. In addition, we asked the participants about governance – both how they qualify their internal ability to manage service providers and how they rate the service provider’s governance models. The result indicates that this is an area that needs improvement; this is further supported by the market’s growing interest in governance and sourcing management.
For further information and insight, see the 2011 Nordic Region Service Provider Performance and Satisfaction Study management summary.
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