ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION ESTIMATION OF HIDDEN COMPUTER COSTS IN THE NORWEGIAN POPULATION Research performed for REPORT Shows.
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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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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).
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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.
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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 HIDDEN COMPUTER COSTS IN THE POPULATION
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.
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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%).
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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.
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
Presentation research up till here
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
Graphics
Tall i % av base 800
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
Graphics
Tall i % av base 800
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%
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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?
Tall i % av base 800
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
Graphics
Tall i % av base 800
18-30 years20%
31-40 years33%
41-50 years28%
Over 51 years19%
What is your age?
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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?
Tall i % av base 800
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
Graphics
Tall i % av base 800
Private sector61%
Public sector39%
Is your company within theprivate or public sector?
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
Graphics
Tall i % av base 800
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%
ESTIMATION OF HIDDEN COMPUTER COSTS IN THE POPULATION
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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