Skip to main content
Article thumbnail
Location of Repository

Measuring the effectiveness of information technology management: a comparative study of six UK local authorities

By Les Worrall

Abstract

Evaluating and managing the effective delivery of IT services is an issue which has\ud been brought into sharper relief recently. This has been particularly prevalent in the\ud UK public sector where the growing emphasis on formalised client-contractor\ud 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\ud considerable practitioner attention.\ud This research is based on 300 interviews conducted in six UK local authorities. The\ud investigation used both gap analysis and perceptual mapping techniques to develop an\ud understanding of the aspects of IT service delivery that users' value most in\ud conjunction with an assessment of how well they perceive their IT department is\ud performing on these criteria. The paper exposes considerable differences in the\ud 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\ud provide an effective way of identifying key performance issues from the user perspective and benchmarking service performance across organisations

Topics: Information technology, Local authorities, Management, Comparative study, Service delivery, Gap analysis, Effectiveness, Benchmarking, Local government
Publisher: University of Wolverhampton
Year: 1998
OAI identifier: oai:wlv.openrepository.com:2436/11435
Journal:

Suggested articles

Citations

  1. (1985). A Conceptual Model of Service Quality and its Implications for Research’, doi
  2. (1997). Achieving Maximum Value from Information Systems, A Process Approach, doi
  3. (1993). Assessing the impact of information technology on organisational performance’,
  4. (1994). Current issues in information management: a local government perspective’.
  5. (1988). Evaluating your Computer Investment Strategy, doi
  6. (1998). Exploiting the strategic potential of best value. Office of Public Management Briefing paper.
  7. (1993). How do organisations evaluate and control information systems investments? Recent UK Survey evidence’, Adapted from a study by the same authors: Evaluation and Control of IS Investments: Recent UK Survey Evidence,
  8. (1991). Introducing Strategic Information Systems Planning,
  9. (1995). Managing information in complex organisations: a local government perspective’.
  10. (1990). Managing IS benefits for the 1990s, doi
  11. (1998). Measuring the Effectiveness of Information Technology Management : a comparative study of six UK local authorities _______________________________________________________________________________
  12. (1998). Measuring the Effectiveness of Information Technology Management : a comparative study of six UK local authorities _______________________________________________________________________________ REMENYI,
  13. (1992). MIS Success: Why does it vary among users?’, doi
  14. (1993). Service Quality and Correspondence Analysis as Diagnostic Tools in Determining the Problems Associated with the Effective Use of Computer Services’, doi
  15. (1994). Service quality and correspondence analysis in determining problems with the effective use of computer services’. doi
  16. (1996). SOCITM IT trends in local government. Society of Information Technology Managers. University of Birmingham.
  17. (1993). The McKinsey Quarterly,
  18. (1993). The productivity paradox of information technology’, doi
  19. (1984). The Theory and Application of Correspondence Analysis, doi
  20. (1994). The three faces of IT value: theory and evidence’,
  21. (1990). User Information Satisfaction: Towards Conceptual Clarity’,

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.