CIOs Face Value Quandary, Deloitte & Touche/ IDG Survey Shows; Analysis pinpoints delivery and communication of business value as top challenges in IT.

Business Editors

SEATTLE--(BUSINESS WIRE)--May 2, 2003

Chief information officers and IT executives at leading companies face complex challenges in creating and delivering value related to technology investments, as well as defining that value across the enterprise, according to a new survey conducted by the Management Solutions and Services Group at Deloitte & Touche LLP, one of the nation's leading professional services firms, and IDG Research Services Group.

The report, "Achieving, Measuring and Communicating IT Value," includes revealing data on the dichotomy between the expectations of IT organizations and the real and perceived value of IT in reaching business goals.

The primary objective of the study, conducted in late 2002, was to determine how companies are utilizing and evaluating their IT investments -- from cost reduction to resource allocation to performance improvement and business value. Two hundred IT leaders from financial services, retail/wholesale/distribution and government organizations, with annual revenues ranging from $250 million to $5 billion, responded to a set of questions probing the expectations and value of IT departments, the technology they procure and implement, and the relative contribution and alignment of IT with the larger enterprise.

Survey Findings

Survey responses illustrated contrasting expectations of IT executives with those of their organizations, coupled with a murky view of technology as related to business objectives. The results show a strategic quandary for CIOs:

-- Nine out of 10 IT executives say that IT value is either

critical or very important to their company.

-- Two out of every three respondents acknowledge that IS groups

have not been successful in measuring and communicating IT

value.

-- Nearly half the respondents say that executive management

consistently understates the value of information technology.

"In conducting the survey and analyzing the results, we saw a common dilemma emerge," said Dean Nelson, leader of Deloitte & Touche's Integration, Development and Infrastructure practice in the U.S. "CIOs and other IT leaders are under increasing pressure to deliver real business value from IT investments, but are challenged when it comes to quantifying and communicating that value."

Indeed, while respondents express increasing focus on delivering IT value, clear priorities in 2003 are scarce. When asked to identify the top IT engagements undertaken or planned this year, responses were evenly distributed among hardware and software upgrades, security and cost reduction, exhibiting a fragmentation of IT efforts with no prevailing focus. That said, 84 percent of those surveyed report they are not among the decision makers who assess IT value, suggesting a service and maintenance-oriented model as opposed to one utilizing IT as a strategic business partner.

Also included in the report are analysis and comparison of vertical industry trends by Deloitte & Touche practice leaders in manufacturing, financial services and consumer business, as well as the proprietary Deloitte & Touche IT Value Management Framework, a seven-step toolkit for creating and communicating IT value.

Industry Focus

"Achieving, Measuring and Communicating IT Value" includes industry-specific analysis and perspective from Deloitte & Touche industry leaders, including:

Manufacturing: 60 percent of the survey respondents from the manufacturing sector cite decreased costs as the primary measurement of IT value. This follows recent trends in the manufacturing industry to scale down large projects and implement more moderate spending.

"We're seeing issues raised in the survey that closely resemble challenges facing our clients," said Kirk Zylstra, partner for the management solutions practice at Deloitte & Touche in Seattle. "Companies are looking to simplify IT environments, adopt strategies for outsourcing and shared services, and employ a tactical ERP in the context of an increasingly stringent spending environment."

Financial Services: Despite a tough environment caused by market turbulence and shaken investor confidence, roughly 47 percent of financial services CIOs plan to increase technology budgets in 2003, versus only 14 percent whose IT expenditures will decrease.

"Smart financial services companies are using technology as a tool to provide returns in other areas of the business," said Randi Brosterman, national financial services industry leader for the management solutions practice at Deloitte & Touche. "A focus on cost reduction has been joined by selective outsourcing and data center consolidation -- establishing a more important role for CIOs in aligning business goals to IT."

Consumer Business: IT spending is most significant among consumer business respondents, of whom 53 percent are expecting an increased budget this year (only 5 percent expected a reduction in spending). Consumer business respondents were unanimous in stating that their companies consider IT value either critical or very important.

"While consumer business represents a diverse business segment whose behavior is difficult to predict, intelligent systems integration has emerged as a strategic priority," said Chris Abess, leader for the management solutions practice at Deloitte & Touche in Seattle. "Consumer businesses are seeking efficiencies with a back to basics approach; squeezing value from legacy systems while shoring up their overarching data infrastructure."

Survey Methodology

This study was conducted by IDG Research Services Group on behalf of Deloitte and Touche. The primary objective of this study was to determine how CIOs and other IT leaders are utilizing and evaluating the value of their companies' IT investments.

Telephone interviews were conducted with 200 information technology leaders, employed at director level or higher, at companies with $250 million to $5 billion in annual revenues in the manufacturing (discrete and process); finance/banking/brokerage/insurance; retailer/wholesaler/distributor; and government (federal, state, local) sectors.

IDG Research Services Group was responsible for questionnaire design, project management and data coding/tabulation, and preparation of the final report. Responses were analyzed jointly by IDG and the Deloitte & Touche Integration, Development and Infrastructure practice. Additional analysis was provided by Deloitte & Touche vertical industry practice leaders in manufacturing, financial services and consumer business.

About The Management Solutions & Services Practice

The Management Solutions & Services Practice of Deloitte & Touche is a leader in impact consulting for innovative growth companies. With an extensive global reach, Deloitte & Touche offers practical strategies and services that can help organizations address critical issues. Experienced consultants focus on assisting clients to achieve enterprise-wide solutions that can be flexible and provide measurable results. From technology strategy and application to integrated cost reduction, Deloitte & Touche can help organizations achieve end-to-end solutions appropriate to their size and market. Management Solutions & Services distinctive combination of industry specialization with multi-disciplinary and technological knowledge is aimed at helping companies enhance operating efficiency and improve financial performance. To learn more about Deloitte & Touche's Management Solutions & Services practice, please visit the website www.deloitte.com/us/mss.

About Deloitte & Touche

Deloitte & Touche, one of the nation's leading professional services firms provides assurance and advisory, tax, and management consulting services through nearly 30,000 people in more than 80 U.S. cities. The firm is dedicated to helping its clients and its people excel. Known as an employer of choice for innovative human resources programs, Deloitte & Touche has been recognized as one of the "100 Best Companies to Work For in America" by Fortune magazine for six consecutive years. Deloitte & Touche refers to Deloitte & Touche LLP and related entities. Deloitte & Touche is the US national practice of Deloitte Touche Tohmatsu. Deloitte Touche Tohmatsu is a Swiss Verein, and each of its national practices is a separate and independent legal entity. To learn about the firm, visit www.deloitte.com/us.