June 2001

Straight From the Horse’s Mouth

Outsourcing Center, Kathleen Goolsby, Senior Writer

Straight From the Horse’s Mouth: President Bush’s Outsourcing Initiatives – Will Bush’s campaign promises become more than notions? A February 14, 2001 memo from the Office of Management and Budget (OMB) chief told agency leaders to expand outsourcing and advance eGovernment. It advised: The President envisions a government that has a citizen-based focus, is results-oriented and, where practicable, market-driven.

Government Call Center Achieves Excellence in Customer Service

Outsourcing Center, Kathleen Goolsby, Senior Writer

A frontline measure of how government meets the needs of its customers is how successful it is in answering its telephones promptly, accurately and courteously – so states the U.S. General Accounting Office (GAO) in its August 2000 report on customer service. The report found that federal agencies need clear goals and committed managers.

Buyer Beware

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Buyer Beware: Nine Ways to Protect Your Interests – Outsourcing experts have seen the good, the bad and the ugly. Here are nine rules of the road to increase the odds of outsourcing success.

From Vision to Victory

Outsourcing Center, Kathleen Goolsby, Senior Writer

From Vision to Victory – In August 1999, Pennsylvania signed an outsourcing agreement with Unisys for the operation of its mainframe and a number of its midrange computer systems. Curt Haines, Director of the Bureau of Consolidated Computer Services in the Governor’s Office of Administration for the Commonwealth, says they selected Unisys because it was clearly a premier company relative to mainframe computers. He points out that IBM is a major subcontractor for Unisys in this outsourcing agreement but that Unisys is the prime vendor and has ultimate responsibility to make sure it works.

The Whole Kit and Caboodle

Outsourcing Center, Kathleen Goolsby, Senior Writer

The Whole Kit and Caboodle – In round figures, the outsourcing contract between the U.S. Treasury and its supplier, Wang Government Services (a Getronics company) will be over $100 million over the life of the ten-year contract. Like the old kit and caboodle American saying, Treasury omitted nothing – it has outsourced the management of its entire infrastructure.

Can an External Service Provider Really Do This Better Than We Can?

Dr. Wendell Jones

Critics of outsourcing often rest their opinions on assumptions that internal functions should be able to do what outsourcing vendors do if the internal organization applied good management practices and worked smarter and harder. Sometimes this may be true, but in other instances it is not.

Judicial Middle Ground

Outsourcing Center, Kathleen Goolsby, Senior Writer

Judicial Middle Ground – A goal to realign resources to be more client-centered led to outsourcing at Justice Canada, the federal Department of Justice that is the attorney general for Canada. Linda Holmes, Director of Informatic Services and Technology Division of the Information Management Branch (IMB) for Justice Canada, says that IMB decided to establish a front office function, where the focus would be on the business of law and how technology can enable the department to do that business better. Budget constraints, however, were no help in establishing this business analyst/architect design function. The solution was to shift employees into this new core area and then outsource the day-to-day operations.

Can One Size Fit All?

Chris Pryer, Business Writer

MERANT ASaP Revolutionizes the ASP Model – MERANT ASaP provides the complex development tools utilized by software developers to create eBusiness applications. Via the Internet, MERANT allows distributed software development teams the ability to share a single, hosted resource that can store software code and track and archive all changes during the development process. And because their tools are Web-enabled, the a in ASaP, according to Keith White, MERANT’s V.P. and general manager of ASP, is a play on words with an emphasis on the speed of delivery, that we’re able to deliver solutions . . . immediately. A sort of ASP ASAP.

Revenues Determine Rating

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Revenues Determine Rating ASPs Have Their Own Top 10 List – David Letterman popularized the Top 10 list. Now the ASP world is mature enough to have its own. IDC, the Framingham, Massachusetts global market advisory firm, decided to compile this list, which ranks the ASP providers by revenue in calendar 2000. This is the first time IDC has prepared this list ranking the burgeoning ASP market. ASPs have finally reached a maturity level with meaningful revenues, explains Meredith Whalen, vice president, ASP and Internet services for IDC. IDC analysts attempted to put together this list last year but the revenue numbers were too insignificant to be relevant.

Hays Sinks Its Teeth Into Document Processing

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Dental offices in Great Britain often are equipped with the newest technology to make dental care as painless as possible. However, dentists were waiting a painfully long time to get paid by the Dental Practice Board (DPB), a governmental agency covering England and Wales.

Research & Insight

Monthly archives: June, 2001

Straight From the Horse’s Mouth

Government Call Center Achieves Excellence in Customer Service

Buyer Beware

From Vision to Victory

The Whole Kit and Caboodle

Can an External Service Provider Really Do This Better Than We Can?

Judicial Middle Ground

Can One Size Fit All?

Revenues Determine Rating

Hays Sinks Its Teeth Into Document Processing

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