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A Strategic Guide with insight from THE CENTER FOR DIGITAL GOVERNMENT

ABOUT THE GUIDE E GUIDE

This Guide is written for local government officials interested in learning about technology outsourcing and the key steps for evaluation and implementation. It captures the collective knowledge and lessons learned of progressive cities and counties that have been using technology outsourcing to enhance their capabilities and control costs.

The experiences are intended to help other local governments to understand the drivers behind outsourcing, implementation considerations, and important steps to take. Whether the reader is a city manager, elected official or chief information officer (CIO), this Guide provides information on how to make the outsourcing decision.

The Guide’s structure reflects the strategic process that smart government executives have used when embarking on a new initiative. The first half is a primer on outsourcing that offers an overview of outsourcing in the public arena and the factors that drive public organizations to outsource IT services.

The second half identifies the broad phases that jurisdictions employ for outsourcing, from evaluating what IT functions to outsource, and to creating a communication plan, to managing an effective vendor relationship and evaluating customer satisfaction. The Guide strives to provide lessons learned from those who have current experience. Although each government has its own unique situation; however, these basic phases enable local government officials to follow the road successfully paved by others.

We would also like to thank the Guide’s underwriter, IBM for all of their efforts to help create the material herein.

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