‘What gets measured gets managed’ goes the business school adage. Faced with unprecedented cuts, public service ICT functions face tough decisions. To support the decision-making process, ICT managers need hard facts about their service, and the ability to make true comparisons of their performance with that of their peers.
Benchmarking provides the facts. Hard metrics allow sensible, if difficult, choices about where there is any fat left to cut, and which parts of the service to cut with the least impact on users.
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