Abstract
Introduction
Uncertain economic conditions, volatile demand, increasing fuel costs and competition added to the troubles of the global travel, tourism and leisure (TTL) sector. The slowdown in the global economy during 2007-09 further impacted the TTL sector as consumers and businesses cut their spending on travel and hospitality.
Features and benefits
• Results of the world' s largest primary research project on customer satisfaction with outsourced ICT service provision in the TTL sector.
• Complemented with assessment of IT and ICT outsourcing market activity.
Highlights
The top rated service providers were relatively small, while the larger players occupied lower positions. The vendors ranked in the survey represent a mix of both IT and ICT services providers. The survey population was global in nature and a majority of the respondents represented Europe and the US.
Your key questions answered
• Which outsourced ICT service providers provide the highest levels of customer satisfaction?
• What factors do TTL clients consider most important to outsourced ICT service delivery?
Table of Contents
Executive Summary
Service users represented the majority of respondents
Smaller players doing well on customer satisfaction
Travel and transportation outsourcing contracts are typically low in value
The aviation sector actively outsourced ICT-related services
Increased attention to security matters
Rising operational costs
High customer expectations
OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design
SURVEY FINDINGS 2010: OVERALL SATISFACTION
Introduction
Overall satisfaction
Overall satisfaction rankings
Outsourcing works: 72.7% of all respondents were satisfied or very satisfied
Service users represented the majority of respondents
The survey population was global, with around 62% of respondents being in EMEA
Skills and resources and financial benefits were selected as the most important criteria
Five-step quality assurance procedure
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Nine performance criteria
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation
OUTSOURCING CONTRACT ACTIVITY IN GLOBAL TTL
Introduction
Overview of contracting activity by T&T sector
Outsourcing activity dropped in 2010
The aviation sector actively outsourced ICT-related services
Top outsourcing players offered a mix of IT and ICT services
Outsourcing by T&T decreased in North America
Outsourcing by Indian T&T has increased fourfold since 2007
IT as a critical part of overall growth strategy for the leisure industry
ISSUES AND CHALLENGES
Introduction
Increased attention to security matters
[Missing title]
Rising operational costs
Addressing inefficiencies in air traffic management costs
Use of technology, hardware virtualization and software-oriented architecture, to drive costs down
Fuel saving and flight planning systems
High customer expectations
Mobile check-in in travel, tourism, and leisure
VENDOR PROFILES
Introduction
ATOS ORIGIN
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent development
DELL
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
IGATE
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
IBM
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
NIIT
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
XCHANGING
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer
