Customer
A large independent oil and gas firm operating in most U.S. land based drilling basins. The company had grown rapidly by making a series of acquisitions.
Challenge
The CIO wanted to improve the level of service his organization provided the company as well as determine the internal perception of the IT function. Additionally, as the company had made many acquisitions that had not been integrated, there were many overlapping business software applications that needed to be consolidated. The CIO wanted to objectively assess what end users thought about these applications.
Outcome
CXO Science conducted an end-user based IT satisfaction survey. This survey received greater than 80 percent participation by the employees of the company. The IT functions Service Desk, Network, Business Applications, Mobile Services and overall approach was evaluated. The results were evaluated by many dimensions such as business function (Accounting, Operations, HR, etc.), company location, service provider, and so on. A special section of the survey targeted key applications users to assess their satisfaction with the software applications in the company portfolio. A presentation on the outcome was presented to the Executive management team.
Based on the survey:
- Additional budget was allocated to the IT department to improve service levels in a targeted approach.
- Key IT functions such as the service desk were insourced in more locations to improve accountability and service levels. Data clearly showed that for many company locations, contracted outsourced service providers were not performing adequately and substantially below in-house serviced locations.
- The portfolio of IT applications was trimmed significantly with survey results heavily influencing which applications stayed and which were abandoned.
- Importantly, the reputation and perception of the IT function was enhanced. They asked for feedback and acted constructively on the feedback to improve their operation.