ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION ESTIMATION OF HIDDEN COMPUTER COSTS IN THE...

ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION

ESTIMATION OF HIDDEN COMPUTER COSTS IN THE NORWEGIAN POPULATION

Research performed for

REPORTShows selected foils to no. 20


ABOUT THE RESEARCH

• Should provide an INDICATION of the extent of computer problems among the parts of the Norwegian population that work with computers every day.

• The research is based on telephone interviews with a random selection of the working sector of the Norwegian population. One of the conditions was that the participants were working in a company with more than 10 employees.

• 800 people in total were interviewed from the 4 bigger cities of Norway (Oslo, Bergen, Trondheim and Stavanger).


ABOUT THE RESEARCH

• The interviews were performed by Norsk Statistikk AS in September, 2001.

• The research was conducted by using a system that has been used previously in estimations performed in the populations of Norway and Sweden, as well as employees in different organisations, by Cap Gemini Ernst & Young during the last few years. However, this time computer aided computer interviews have been used for the collection of information this time, instead of questionnaires via mail like earlier. There is no reason to believe that the changed method has had any affect on the results.

• Please note that the results have to be interpreted within the statistical margin of error of +/- 1,5-3,5%. The insecurity is highest by 50/50, lowest by 5/95.


CONDITIONS FOR THE ESTIMATIONS

• We assume a work force of 2,27 millions in Norway (source: SSB.no). Of these we assume that 46% are PC users (source: Norsk Mediabarometer, 1999).

• We have used an annual income of 300 000 per employee. In addition we count 25% extra for employer tax (holiday pay), as well as 17% of other overhead costs (offices, other costs connected to the employees) - totally NOK 426.000. The corresponding figure of last year’s research was NOK 409.000 per employee (+4,4% - source: SSB.no).

• Annual work load is assumed 1800 hours/48 weeks.


ESTIMATION OF COSTS

• The respondents in the research use an average of 2 hours 51 minutes every week to solve their own and other people’s computer problems. That is 136 hours per employee every year.

• Corresponding figures for the estimation of hidden computer costs in 2000 gave a result of 119 hours per employee every week, on their own and other people’s computer problems, and in 1996 the outcome was 125 hours.


Other results

• In average the participants of the research work 39,3 hours weekly, whereof 24,1 hours are with a PC.

• 9 out of 10 participants use word processing/work sheets/presentation applications and e-mail. 8 out of 10 state that they use Internet, an increase of 15% from last year’s research.

• The most time consuming computer problem for the participants in the research is to help others – the average user spends 38 minutes weekly, followed by problems connected to printing/printer and a waiting period to receive reply to inquiries (22 minutes)

• When grouping we discover that access problems claim 67 minutes, user support related issues claim 60 minutes and printer/printing problems claim 22 min


Other results

• 34% of the respondents state that they have not received any kind of computer training from the current employer. More men than women (30% against 38%) state that they have not received computer training from the current employer.

• Among the ones that have received such training, 53% state that they have had training within software, 25% other computer training.

• As previously, better training is considered the most important measure in order to solve the computer problems of the respondents (26%).


Other results• Close to half of the participants consider computer problems

very disturbing. • 9 out of 10 feel that the use of a PC is a requirement in order to

undertake their work. • Only a minority of the participants think that their own

company has a user service that is not organized properly. • Only 12% state that the applications which they mostly work

with are poorly adapted to their working methods, 66% state that the applications are adapted to the needs of the company.

• 1 out of 3 state that they would have achieved more during their work day with better training, and 4 out of 10 respondents state that they don’t agree with this.

• However 45% state that they don’t take full advantage of the potential in the applications available to them.


Graphics

90%

88%

79%

45%

33%

30%

19%

92%

81%

64%

37%

13%

23%

44%

Word processing

Electronic mail/calender/notebook

Internet

Company critical systems

Project management

Economy, pay and employee systems

Other applications

0% 20% 40% 60% 80% 100%

2001 2000

Working with a PC, which of the following applications do you work with?

% FIGURES ARE BASED ON A TOTAL OF 800 RESPONSES


Graphics

38min

22min

22min

17min

16min

14min

13min

12min

11min

6min

171min

Helping others

Printing/printer problems

Waiting period to get help for functional inquiries

Accessing or problems with company critical systems

Other computer problems

Accessing information in databases/systems

Internet connection/access

Accessing problems with mail

Accessing word processing, work sheets, pres.appl.

Virus/removal of virus

Total

0min 50min 100min 150min 200min

Average 2001

How much time do you usually spend weeklyto solve problems in connection with:

Figures are rounded to the nearest minute


Graphics

52%

18%

14%

13%

13%

12%

1%

1%

25%

Word processing, work sheets, pres.appl.

Company critical systems

Mail applications

Printing/printer problems

Internet connection/access

Access to information in databases/systems

Virus/removal of virus

Waiting period for response to functional inquiries

Other

0% 10% 20% 30% 40% 50% 60%

What do you help others with?

Tall i % av base 800


Presentation research up till here


Graphics


What options do you have at your work place to solve the problems?

83%

73%

44%

35%

30%

4%

1%

76%

81%

27%

25%

18%

7%

2%

Support dep./ressources in own org.

Co-workers

Central helpdesk outside own org.

Support from software suppl.

Support from computer suppl.

Other options

No options

0% 20% 40% 60% 80% 100%

2001

2000


Graphics


Which options do you use most frequently to solve your computer problems?

45%

38%

18%

6%

4%

7%

Support dep./ressources in own org.

Co-workers

Central helpdesk outside own org.

Support from software suppl.

Support from computer suppl.

Other

0% 10% 20% 30% 40% 50% 60%


Graphics

Tall i % av base 80

53%

25%

34%

0% 10% 20% 30% 40% 50% 60%

Have you received any computer training at your current employer, and if so; what kind of

training?

Training in applicationsor software

Other kind of computer training

Have not received any kindof training


GraphicsWhat do you think would be the best solution

to solve your computer problems?26%

10%8%

6%5%

4%3%3%3%3%3%3%3%3%

2%2%2%

5%32%

Better training in the use of applicationsMore ressources to internal user support/Help desk

Better access til to support servicesNew equipement

Support agreement for softwareBetter/simpler user manuals

Purchasing external user support/Help deskBetter functionality in the comp.systems

Simpler softwareNew software/applications

Faster reply to inquiriesFaster correction of errors

Higher stability in the systemsClearer internal responsibilities

New versions of softwareCentralised support service

Decentralised support serviceOther

Nothing in particular

0% 5% 10% 15% 20% 25% 30% 35%Tall i % av base 800


Graphics

To what extent do the following statements concerning the use of the PC correspond to your understanding of working with a PC?

8,2

6,8

5,7

5,7

5,5

4,7

4,1

3,4

2,9

1 3 5 7 9

Averages in a scales 1 (not at all) til 9 (absolutely correct))Gjennomsnittstall av base 800

The PC is a prerequisite for me toperform my daily work

The applications I work with aretailored to the company’s needs

I don’t take full advantage of thepotential of the applications I have access to

It is hard to modify the applicationsI work with

Computer problems are a great factor of disturbanceI would be able to do more every daywith more computer training

We have too few ressourcesto solve computer problems

We have a poorly organisedsupport service in our company

The applications that I mostly work withare poorly adapted to my way of working


Graphics

To what extent do the following statements concerning the use of the PC correspond to your understanding of working with a PC?

8,2

5,5

4,1

3,4

8,2

5,8

4,5

3,7

8

5,3

4

3,1

1 3 5 7 9

Average 2001 Average 2000 Average 1996Gjennomsnittstall av base 800

The PC is a prerequisite for me toperform my daily work

Computer problems are a great factor of disturbance

We have too few ressourcesto solve computer problems

We have a poorly organisedsupport service in our company


Graphics

16%

30%

54%

Executive

Intermediate manager

Don’t have a management responsibility

0% 10% 20% 30% 40% 50% 60% 70%

What position do you have?



Graphics


18-30 years20%

31-40 years33%

41-50 years28%

Over 51 years19%

What is your age?


Graphics

29%

16%

9%

12%

7%

25%

2%

Less than 50

50-100

101-200

201-500

501-1000

Over 1000

Don’t know/won’t reply

0% 5% 10% 15% 20% 25% 30% 35%

How many employees are there in your company?



Graphics


Private sector61%

Public sector39%

Is your company within theprivate or public sector?


Graphics


Within what industry does yourcompany operate?

32%

26%

17%

8%

5%

5%

5%

3%

Other service industry

Public services

Industry/producton/oil/power

Bank/finance/insurance

Media

Commerce

Telecom

Shipping/transportation/travel

0% 5% 10% 15% 20% 25% 30% 35% 40%


Technical comments

• Reference number in Norsk Statistikk AS: CAP14200• Employer: CAP GEMINI ERNST & YOUNG• Contact at customer: Dag Paulsen• Responsible at Norsk Statistikk AS: John Lauring Pedersen

• Method for info collection: Computer aided telephone interviews• Universe and target group: People employed in companies with more than 10 employees.• Method of selection: Drawn from Telenors subscriber registry.• Netto selection: 800 respondents• Margins of error: 1,5% – 3,5%

• Field work performed: September, 2001• Report delivered Cap Gemini: 8. October, 2001

• The research is performed according to Norsk Markedsanalyse Forening’s ethical policies and ESOMARs (European Society of Opinion and Market Research) ethical code for performing market research.

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