Communications of the ACM
The Pentagon Has The Worst IT Helpdesk In The U.S. Government
Roughly one-sixth of U.S. federal spending goes to national defense, with a focus on warfighting technology, not workstations or individual equipment.
Credit: Invgate
The U.S. Department of Defense ranks dead last in employee satisfaction with IT services, according to the General Services Administration's Mission-Support Customer Satisfaction Survey of 24 U.S. federal government agencies. Of the seven technology user areas surveyed, the DOD came last in user satisfaction for IT support, equipment, function, and communication/collaboration.
The DOD ranked twentieth for strategic IT partnerships and development, modernizations and enhancement. It ranked above the U.S. Department of Agriculture for operations and maintenance satisfaction.
Despite its abysmal rankings, the DOD's users were generally okay with their IT service, with 65 percent of respondents saying they were at least somewhat satisfied with IT support, and 64.5 percent expressing some degree of satisfaction with their IT equipment. Only development, modernization, and enhancement failed to net 50 percent satisfaction among DOD respondents.
From The Register
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