Report: Gov’t IT ‘customer service’ poor

Deloitte recommends some outsourcing, additional spending

The Cayman Islands government’s Computer Services Department is not meeting the current needs of its “customers” – the rest of the government service – and generally has no strategic plan in place to improve its offerings, according to a consultant’s report.  

“[The] Computer Services Department plays a pivotal role in delivering services to its stakeholders, however, it does not align its IT strategy with that of its stakeholders,” the report recently completed by the Deloitte accounting firm stated. “There is no proactive planning or alignment of service offerings to its stakeholders to ensure it is effectively serving its stakeholders.”  

That’s one of several conclusions contained in the consultant’s report completed at the request of the government Ministry of Home Affairs, which has been given oversight responsibility for computer services since last year.  

While revealing the breakdown between what its computer services provides and what its users need, the Deloitte report also indicated that government may be under-funding its computer services, compared to the relative size of the organization it serves.  

The review pointed out core government revenues in the 2012/13 budget year of $635 million. IT-related costs for the year were estimated at $7 million.  

According to Deloitte, the Cayman Islands’ IT costs as a percent of net revenues were 1.1 percent for the year, well below the industry average of 2.3 percent. If that average was applied here, Cayman should be spending $14.6 million on computer services, the Deloitte report opined.  

Also, the Deloitte review recognized that computer services supports 78 different IT locations around government. Its IT staff-to-civil servants ratio is 1 per 54. Compared to the median average for public sector organizations – one IT tech per 34 employees – Cayman’s ratio is fairly low, Deloitte noted.  

The report recommended that the government Computer Services Department should essentially change its mission, transitioning from a “help desk” or customer service agency to a “strategic enabler.”  

While organizational efforts are ongoing, Cayman should further study the “potential outsourcing opportunities in order to maximize existing Cayman Islands government resources and realize cost benefits.”  

Some outsourcing of government IT functions was recommended in another recently-released consultant’s report, done by the Ernst & Young accounting firm, although the EY report recommended pushing the outsourcing a bit farther than did Deloitte.  

The government employs a total of 54 people in information technology in the Computer Services Department. “There is no reason why government should continue to provide IT services in house,” the EY report states. 

1 COMMENT

  1. Maybe the problem is with the Ministry of Home Affairs itself and not the Computer Services Department. If you think the service is bad now you just wait until it is outsourced. There is another company in Cayman that went the direction of outsourcing and we all know how great the service is now.

    The Computer Services Department does need some restructuring but outsourcing is not the answer.

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