Is your current IT infrastructure deployed in order to reach customers efficiently?
Is Your Current IT Infrastructure Deployed in Order to Reach Customers Efficiently?
(Houston, TX - March 10, 2008) - APQC has released a metric snapshot of the number of IT customers serviced per IT FTE. The snapshot is based on APQC's Open Standards Benchmarking CollaborativeSM (OSBC) research, which indicates a large gap between the number of IT customers serviced per IT FTE at the top level (45.2), median level (25.2), and bottom level (15.2).
When you look only at organizations with large revenue bases (i.e., greater than or equal to $1 billion), the gap gets somewhat smaller between top and bottom performers. For these organizations, the number of IT customers serviced per IT FTE at the top level (40.4) is 2.4 times more than the counts for the bottom performers (16.8).
When you look only at organizations with smaller revenue bases (i.e., less than $1 billion), the relative gap and the spread between top and bottom performers gets larger. For these organizations, the customers serviced per IT FTE at the top level (53.9) are 3.6 times more than for bottom performers (15.0).
Over all, the median result for all participants in this survey showed that 25 customers are serviced per IT FTE. Participants in this survey are showing a clear commitment to providing assistance and addressing as many customer needs as possible. Top performers are clearly showing success in reaching the customer effectively.
If your organization is interested in finding out at no cost how its number of IT customers serviced per IT FTE ratio compares in terms of cost and productivity metrics, we invite you to participate in APQC's IT survey.
In return for participation, you will receive a complimentary, detailed, personalized report comparing your organization's performance against the OSBC database. Of course, APQC keeps all data confidential according to the rules laid out in its Benchmarking Code of Conduct (www.apqc.org/bmkcode).
Note: Additional metrics, high resolution charts, case studies, and interviews are available to support specific editorial needs.
(The top level is the performance level above which 20 percent of the responses fall; the bottom level is the performance level above which 80 percent of the responses fall.)
(Data Source: OSBC IT survey database, retrieved March 10, 2008)