Van Lanschot Bankiers uses the ITsat service as developed by Giarte for measuring user satisfaction. Robbert Kramer is service level manager at the bank and explains how this is used. ‘The measurements show that we achieve a user satisfaction level of 7 minus. According to Giarte, this grade can be considered high in an ICT environment that has recently been outsourced’, Kramer sais.

by: Leo Klaver

Robbert Kramer is service level manager at Dutch private bank Van Lanschot Bankiers. In this article he explains how the bank uses ITsat for measuring the satisfaction of ICT end users in order to enable improvement of the service

provision of the ICT providers to the bank where necessary.

In October 2008, Van Lanschot signed outsourcing contracts with IBM and Accenture. This project is special because all ICT has been outsourced, including the development of applications. Kramer is asked after the first experiences. ‘I know that people have many different experiences with outsourcing projects but up until now this project is doing very well. The end users are happy, thanks also to the efforts of Quint Wellington Redwood, our external advisor who supported Van Lanschot during the contract phase and the construction of the governance function. Innovative to the contracts is the built-in philosophy that circumstances during the term of a contract sometimes do change. The contracts have the necessary built-in flexibility which means that any change can be introduced after careful consultation with the ICT provider. Nobody knows what ICT will look like in seven years time. The contract is formulated.