Quint Research

Results Dutch Sourcing & Cloud Study 2022

The 2022 Dutch IT Sourcing Study, conducted by Whitelane Research in collaboration with Quint, investigates more than 430 unique IT sourcing relationships and more than 400 cloud sourcing relationships held by over 210 participants of the top IT spending organisations in the Netherlands.

We interviewed sourcing executives (CIOs/CFOs or their direct reports) about their outsourcing plans and their opinions on service providers. This study provides a comprehensive overview of the IT outsourcing landscape. The study shows the main outsourcing trends, evaluates and ranks the main IT service providers based on a set of key performance indicators (KPIs), and analyses trends in outsourcing governance and the impact of new technologies.

“For the third year in a row, client satisfaction with outsourcing in the Netherlands has increased. The move to the Cloud, which has been going on for years, will also continue in 2022.”

Alex van den Bergh, Managing Director, Quint

Key findings from the 2022 Dutch IT Sourcing Study

78% of organisations in the Netherlands plan to outsource at the same rate or more in the next two years, with 44% confirming they will outsource more. The number of respondents planning to outsource more is one of the highest in Europe and 5%
above the 2021 European average of 39%. By industry, the financial services sector predicts most outsourcing growth, with 60% of organisations planning to outsource more, 16 percentage points above the overall average.
Focus on core business is the number one outsourcing driver for organisations planning to outsource more (61%), followed by more scalability to business needs (56%) and access to resources/talent (51%). For the first time in this study, cost reduction falls out of the top three drivers with its lowest score so far (44%).
Overall, respondents are satisfied with their IT service provider(s), with 91% of all 432 IT sourcing relationships rated as satisfactory. On the ranking for general satisfaction, TCS achieves first place with a score of 86%, followed by CGI, HCL, and Wipro (all three at 80%), and Conclusion (77%). Compared to last year, the average satisfaction has increased by two percentage points to 73% (the highest to date), while none of the service providers have seen their scores decrease significantly (5% or more).
The top service providers by IT domain are:
- Applications: TCS, CGI, and Wipro
- Data centre: TCS, CGI, and Conclusion
- End-user services: TCS, Capgemini, and Wipro
Across the eight KPIs, service providers have performed best on the account management and business understanding, with an average of 77%, while transformative innovation requires the most improvement with 65%. This year three new KPIs have been included: TCS tops the security and transformative innovation rankings, while HCL is number one for sustainability.
More than half of survey respondents predict that 50% or more of their application portfolio will be running in the cloud in two years, with 75% citing agility and scalability as the main driver for moving to the public cloud. Amazon Web Services (AWS) and Google Cloud Platform achieve first place for infrastructure cloud platforms with 82%, while ServiceNow is number one with 85% for software cloud platforms.
Forty percent of respondents indicate they would move a significant percentage of their cloud load from a US to a European solution if a reputable European IaaS/ PaaS provider would exist.
This year, cloud providers are ranked by four new KPIs. Infrastructure cloud providers have performed best on security and compliance with an average of 79%, while pricing is the weakest KPI with 70%. In contrast, software cloud providers score lowest on security and compliance with 65%, while the pricing transparency KPI has the highest average with 78%.

Request your copy of the 2022 study

For providers: To purchase a copy of the full Dutch report, please email info@whitelane.com or visit whitelane.com for more information.

For end-user organizations: fill in the form to request a copy of the survey results.