Benchmarking ICT service
In order to respond to the challenges of the current period of austerity public sector bodies need to benchmark their performance and spending levels in order to make the right key decisions whether that is to invest in ICT in order to transform services, cut services/ expenditure, share services or even outsource.
Socitm benchmarking gives you the means to analyse and demonstrate value-for-money through validated performance management information about the cost and quality of your ICT service.
The evidence generated will help you focus decision-makers on the service and the value added by ICT, overcoming the 'commodity view' which regards ICT as
something to be acquired at the lowest possible cost.
The McClelland Review in Scotland emphasises the importance of benchmarking as an essential management tool, especially in the preparation for shared services that the report champions. Indeed it singles out Socitm's expert contribution in this activity.
Socitm uses its Key Performance Indicators (see below) to measure the services being delivered. The KPIs have been developed over the last 13 years and are now the de facto standard for evaluating ICT performance in the public sector.
The Socitm KPIs
| KPI 1 | User satisfaction |
| KPI 2 | Resolution of reported incidents |
| KPI 3 | Project governance and delivery |
| KPI 4 | Acquisition costs of workstation |
| KPI 7 | Workstation support |
| KPI 10 | ICT competence of employees |
| KPI 15 | Service availability |
| KPI 14 | Investment in ICT per ICT user |
| KPI 17 | Voice and data communications |
| KPI 18 | Total cost of ownership for workstations |
| KPI 90 | Investment in ICT per head of population |
The KPIs are supported by measures of resources available for ICT, eg
- ICT expenditure as % of total revenue expenditure
- Ratio of users per ICT employee.
Scope of benchmarking
Socitm Benchmarking offers public sector and third sector organisations a wide range of benchmarking services ranging from regional to national groups through to individual personalised studies. The studies benchmark all aspects of the ICT service and are based upon the Socitm KPIs, the UKs leading set of performance indicators for the ICT service. The Socitm KPIs also incorporate the Audit Agencies VFM indicators. Benchmarking of ICT resources of staff and finance is a particularly important part of the benchmark.
Socitm's unique active database of benchmarked organisations consisting of over 100 organisations offers your organisation the exact range of comparators to benchmark against either as part of a group or if your dates or requirements are more individual, to benchmark on a personal basis.
This service provides a complete diagnostic process to help you set your management agenda and ensure that information and analysis leads to action and improvement that can be measured again, in the same way, after 12 months.
It is a well-proven product: 230 organisations (including well over half of all UK local authorities) have benefited from this service since 1999.
How the service works
- We provide a questionnaire based on the Socitm KPIs that also covers key contextual information (eg expenditure on ICT and staffing resources).
- You receive a full briefing pack and an invitation to a launch workshop about the survey, and with further guidance and site verification visits if needed.
- You submit your data by our deadline, and our independent benchmarking experts verify and analyse what you have provided.
- You receive a detailed report comparing your performance with other participants. Within this report a summary identifies performance in all key benchmarking areas over three 'traffic lights' of upper quartile, median or lower quartile.
- You also gain access to comparative data from previous benchmarking groups.
- A workshop for participants provides an opportunity to discuss your performance, network with peers, gain further insights into the benchmarking results and debate potential for improvement.
How participants use the results
The results are valuable for communications with a variety of groups:
- Presentations with ICT employees
- Reports to elected members
- Reports to governance body
- Meetings with service users and their managers
- In negotiation with suppliers
London benchmarking ICT group
| Milestone | London |
|---|---|
| Full briefing pack to your survey co-ordinator | 12 April |
| Launch workshop | 19 April |
| Deadline for return of questionnaires | 8 June |
| Draft version of report | 27 August |
| Results discussed at workshop | 5 September |
| Final version of report | 8 October |
| Summary for 2012 (from Socitm Insight) | April 2013 |
UK benchmarking ICT group
| Milestone | Across the UK |
|---|---|
| Full briefing pack to your survey co-ordinator | 11 June |
| Launch workshop | 19 June (venue tba) |
| Deadline for return of questionnaires | 27 July |
| Draft version of report | 1 October |
| Results discussed at workshop | 9 October (venue tba) |
| Final version of report | 18 November |
| Summary for 2012 (from Socitm Insight) | April 2013 |
Scotland benchmarking ICT group
| Milestone | Scotland |
|---|---|
| Full briefing pack to your survey co-ordinator | 21 August |
| Launch workshop | 28 August (Stirling) |
| Deadline for return of questionnaires | 28 September |
| Draft version of report | 15 November |
| Results discussed at workshop | 22 November (Stirling) |
| Final version of report | 21 December |
| Summary for 2012 (from Socitm Insight) | April 2013 |
Personalised benchmarking

Should any of these dates not be convenient or your organisation requires something more personalised such as a benchmark against certain types of organisation, for example unitary councils or outsourced organisations, or perhaps with a view to setting a baseline before contemplating shared services, then one of our personal studies is easily arranged. Costs are £7,950.
Testimonials
An outstanding example of this (external comparison and benchmarking) comes from the Society of Information Technology Management (Socitm) which is adept at developing and conducting benchmarking exercises within the local authority sector within the UK. These have produced valuable information.
Review of ICT Infrastructure in the Public Sector in Scotland by John F McClelland CBE (June 2011)
The Socitm benchmarking service provided an objective comparison of desktop equipment specification and cost. This allowed the council to challenge our contracted supplier and ultimately led to a saving of around £150,000.
Mike Jackson, Corporate ICT Manager, East Riding of Yorkshire
Benchmarking ICT and Benchmarking user satisfaction are two essential tools that every CIO should employ to understand their own organisation and to plan for future challenges. The best thing I did when I joined my council was sign up for these services. Without measurement you cannot manage a successful IT outfit
David Tidey, Head of IT and Business Communications, Wandsworth Council
Benchmarking ICT service in 2012 flyer (1.27 MB PDF)
