| 2009 Top US Federal Government Information | | | | reliability and federal government agency and division |
| Technology Outsourcing Vendors, Black Book Survey | | | | expertise are the most important attributes influencing |
| 2009 Results | | | | ITO clients'' satisfaction with their 2009 outsourcing |
| In 2009, the Black Book US federal government ITO | | | | providers. |
| user survey investigated over 227 contracts held by | | | | Key finding: vendor dissatisfaction is uncommon in the |
| nearly 1,000 of the top spending agencies, departments | | | | US federal government ITO industry among |
| and divisions, both centralized and decentralized. ( ) | | | | top-ranked suppliers |
| In order to rank the organizations, 18 key performance | | | | Strong dissatisfaction is uncommon in this specialty ITO |
| indicators (KPIs) or criteria are employed, scored on | | | | sector, occurring in only 7.4% of clients. |
| each respective vendor by client type and ranked on | | | | DOD clients are among the most satisfied, with IT |
| a 0–10 scale per KPI. | | | | services delivery producing the highest industry ratings |
| Key findings | | | | among system integrators and technology |
| Key finding: most important customer satisfaction KPIs | | | | outsourcers. |
| Customization, interfaces/integrations, deployment, | | | | |