When contracting outsourcing partners Accenture, Centric and IBM, Van Lanschot decided to use ITsat as part of their governance model. By doing so, they gather insight in end user satisfaction. Van Lanschot uses this information to manage IBM and Accenture more accurately. The complete settlement of incidents is the responsibility of these service providers, yet Van Lanschot wants, besides reports on whether or not SLAs are being met, clarity on the quality of this service provision. Using ITsat enables Van Lanschot to determine where it is necessary to adjust SLAs to the wishes and needs of its employees. Kramer: “Thanks to ITsat, we can now connect the subjective world of user satisfaction to the objective world of KPIs. When KPIs are being met, but users are dissatisfied, we re-evalutate the KPIs.” Measurement of user satisfaction is secured in the outsourcing contract and in the processes of Van Lanschots organization.

Implementing ITsat at Van Lanschot was a challenge. It had to give a safe insight in user data and registered tickets in the service management tooling, which is regulated by the Personal Data Protection Act (Wet Bescherming Persoonsgegevens). This required a secured link through which data can be sent encrypted. Furthermore, a thorough introduction of ITsat in the organisation was necessary to make sure the response to the survey will be sufficiently high in order to make the report useful. The user directly sees the added value of ITsat because it shows what the service desk does with their feedback. Kramer: “ITsat enables us to measure user satisfaction in general as well as satisfaction with the way incidents are resolved.”