Show simple item record

dc.contributor.authorWorrall, Les
dc.date.accessioned2007-05-01T13:26:34Z
dc.date.available2007-05-01T13:26:34Z
dc.date.issued1998-09
dc.date.submitted2007-05-01
dc.identifier.issn1363-6839
dc.identifier.urihttp://hdl.handle.net/2436/11435
dc.description.abstractEvaluating and managing the effective delivery of IT services is an issue which has been brought into sharper relief recently. This has been particularly prevalent in the UK public sector where the growing emphasis on formalised client-contractor relationships, outsourcing and benchmarking (both between local authorities and between local authorities and private sector organisations) has meant that the definition of service standards and agreeing performance criteria has attracted considerable practitioner attention. This research is based on 300 interviews conducted in six UK local authorities. The investigation used both gap analysis and perceptual mapping techniques to develop an understanding of the aspects of IT service delivery that users' value most in conjunction with an assessment of how well they perceive their IT department is performing on these criteria. The paper exposes considerable differences in the relative performance of the six local authorities from both the gap analysis and the perceptual mapping elements of the investigation. The methodology is shown to provide an effective way of identifying key performance issues from the user perspective and benchmarking service performance across organisations.
dc.format.extent149661 bytes
dc.format.mimetypeapplication/pdf
dc.language.isoen
dc.publisherUniversity of Wolverhampton
dc.relation.ispartofseriesWorking paper
dc.relation.ispartofseriesWP 012/98
dc.relation.urlhttp://www.wlv.ac.uk/PDF/uwbs_WP012-98%20Worrall%20Remenyi%20Money.pdf
dc.subjectInformation technology
dc.subjectLocal authorities
dc.subjectManagement
dc.subjectComparative study
dc.subjectService delivery
dc.subjectGap analysis
dc.subjectEffectiveness
dc.subjectBenchmarking
dc.subjectLocal government
dc.titleMeasuring the effectiveness of information technology management: a comparative study of six UK local authorities
dc.typeWorking paper
refterms.dateFOA2018-08-20T13:14:00Z
html.description.abstractEvaluating and managing the effective delivery of IT services is an issue which has been brought into sharper relief recently. This has been particularly prevalent in the UK public sector where the growing emphasis on formalised client-contractor relationships, outsourcing and benchmarking (both between local authorities and between local authorities and private sector organisations) has meant that the definition of service standards and agreeing performance criteria has attracted considerable practitioner attention. This research is based on 300 interviews conducted in six UK local authorities. The investigation used both gap analysis and perceptual mapping techniques to develop an understanding of the aspects of IT service delivery that users' value most in conjunction with an assessment of how well they perceive their IT department is performing on these criteria. The paper exposes considerable differences in the relative performance of the six local authorities from both the gap analysis and the perceptual mapping elements of the investigation. The methodology is shown to provide an effective way of identifying key performance issues from the user perspective and benchmarking service performance across organisations.


Files in this item

Thumbnail
Name:
Worrall1.pdf
Size:
146.1Kb
Format:
PDF

This item appears in the following Collection(s)

Show simple item record