Back in 2003, I was a key member of a 3-strong IT team that served a department of 200 users within a Local Authority.
That same year, the Society of Information Technology Management undertook a survey of Local Authority IT provision. Users within Local Authorities were asked to rate the provision that they received from their IT departments.
Of the 12 Unitary Authorities that existed at the time, my employer came in first place (we were in the top 30% overall). The same survey showed that one team within that organisation stood head-and-shoulders above the rest. I am proud to have served under the leader of that team.
The table below shows the scores for my employer and the scores for my Manager’s team. The intersting thing is how my collegues and I agonised over some of the scores where we achieved anything less than “Highest”:
| Indicator | Min Score | Max Score | Organisation Average | My Team’s Score | Comment |
| What part does ICT play in your job? | 52.3 | 84.5 | 72.4 | 52.3 | Lowest |
| Hours per week of IT use | 17.28 | 27.73 | 22 | 17.3 | Very Low |
| Awareness of European Computer Driving Licence | 39.1 | 68.9 | 53.7 | 52.4 | Average |
| Taking European Computer Driving Licence | 7.4 | 37.5 | 15.4 | 12.5 | Below Average |
| Good relationship with ICT support staff | 65 | 80 | 73.7 | 80 | Highest |
| Strong political / management commitment to ICT | 26.6 | 66.7 | 43.4 | 66.7 | Highest |
| Low percentage of downtime | 37.8 | 76.2 | 56.5 | 76.2 | Highest |
| ICT support staff have high level of technical competence | 61.8 | 94 | 80.7 | 85 | Above Average |
| ICT support responsive to changing needs | 44.2 | 80 | 59.7 | 80 | Highest |
| Proper training provided to base users | 0.1 | 66.6 | 45.3 | 60 | High |
| ICT support staff respond quickly to problems | 18.9 | 80 | 55.3 | 80 | Highest |
| High level of user participation in planning ICT developments | -12.1 | 33.4 | 3.8 | 33.4 | Highest |
| Ease of contacting ICT support staff | 59.3 | 79.4 | 68.1 | 76.1 | High |
| ICT support staff understand users’ business | 28 | 70.9 | 45.6 | 55 | Above Average |
| Good communication between ICT support and users | 51.1 | 90.5 | 64.4 | 90.5 | Highest |
| Clear resource plan for new ICT systems | -22.2 | 24.9 | -2.6 | 24.9 | Highest |
| Prompt changes to existing ICT systems | -2.8 | 36.8 | 18 | 36.8 | Highest |
| Short lead times for system development | -40 | 10.9 | -11.6 | -5.3 | Above Average |
| ICT unit performance is effectively monitored | 9.3 | 46.6 | 24.4 | 46.6 | Highest |
| ICT staff able to accurately diagnose problems | 30.5 | 80 | 61.9 | 80 | Highest |
| Software used is up to date | -23.2 | 75 | 21.7 | 75 | Highest |
| Equipment used is up to date | -10.5 | 47.4 | 9.4 | 47.4 | Highest |
| Involvement in influencing ICT development | -61 | -18.4 | -41.2 | -40 | Average |
| ICT meets managerial needs | -11.7 | 59.9 | 33.6 | 50 | High |
| ICT meets operational needs | 12 | 66.6 | 38.6 | 66.6 | Highest |
| Kept informed by ICT unit | -39.1 | 42 | -17.5 | 42 | Highest |
| Effectiveness of ICT training received | 36.8 | 68.4 | 55.5 | 68.4 | Highest |
| Overall opinion of your ICT unit | 35.6 | 90.5 | 56.9 | 90.5 | Highest |
| Current ICT allowing you to deliver quality services | 7.9 | 90 | 34.8 | 90 | Highest |
| Quality of service from your ICT unit changing | 9 | 46.3 | 31.6 | 45 | High |
| ICT unit giving value for money | 10.5 | 68.4 | 28.9 | 68.4 | Highest |
| Computing needs of job adequately provided | 5 | 81 | 40.1 | 81 | Highest |
| Computer system reliability | 7.2 | 85.7 | 48.6 | 85.7 | Highest |
| Organisation leading in use of ICT | -11.4 | 30.5 | 9.4 | 17.6 | Above Average |
