Solar winds appstack public sector

Application Performance End User Study
PUBLIC SECTOR VS. PRIVATE SECTOR Findings
Conducted by Redshift Research
July 2014
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

Executive Summary:
Only Notable Differences between Public and Private Sectors are Discussed
» Email and Office applications are used daily by 94% of respondents, and both top the list in being most critical when it comes to doing their job.
» Application performance and availability is critical for 62% of respondents to accomplish their work. For 67% it has become more important
over the past 5 years due to an increase in the time spent using applications, coupled with an increase in their workload and more demanding
deadlines.
» 67% contacted their IT department up to 10 times over the past year, while 14% had no contact over the same time period.
» 70% of respondents have, at one time or another, experienced an issue with an application that was critical to doing their job.
» Of those who experienced an issue critical to doing their job, 39% are told that the problem is already being worked at least half of the time,
while 54% are told less than half the time that the problem is already being worked on.
» 36% of those who experienced a critical issue claimed that it took at least one business day to resolve the problem. However, 34% said the
problem was resolved within the same business day, and 30% within an hour. (Problem resolution takes a bit longer among the Private Sector)
» 45% will blame the application itself for the performance or availability issue, and 76% will try to resolve the issue themselves or ask a
coworker, only contacting the IT department if unable to resolve the issue. (Those in the Private Sector are more likely to blame their Internet
Service Provider)
» The vast majority (76%) were satisfied with the IT department’s response time in resolving their critical application issue.
» 76% of total respondents will wait only up to one hour before contacting IT to report a problem. While the majority (54%) claim that the time
they wait to contact IT has remained unchanged over the past 5 years, 24% did say that time has decreased. (Those in the Public Sector will wait
slightly longer to contact IT)
» 67% expect to wait just up to one hour for the problem to be resolved. Similar to above, 56% claim this expectation has not changed over the
past 5 years; 23% say this time has decreased.
» Among total respondents, 36% do not know the financial implication caused by slow or unavailable applications.
» The vast majority of respondents will not wait more than one business day for a doctor’s diagnosis (where the fastest response is desired), for a
shipping notification for an online purchase or an email response. When it comes to waiting for a news website or online video to load, the
majority (63% and 61%, respectively) would wait a maximum of 20 seconds before moving on.
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. 2

US RESULTS: Public vs. Private Sector
Software or Applications Used on a Daily Basis
Office
Email
File Sharing
Proprietary/Custom
Collaboration
Video or Web-based Conferencing
Enterprise Resource Planning
Social Media
CRM
Q4. On a daily basis, which of the following software or applications do you use at
work? (Please select all that apply
Base: 403 Total, 215 Public, 184 Private
10%
21%
19%
18%
14%
10%
20%
17%
33%
34%
33%
29%
38%
50%
96%
92%
94%
94%
9%
15%
23%
32%
46%
92%
12%
18%
35%
45%
54%
95%
Analytics
Private Sector
Public Sector
Total
3

Rating of Applications: Most Critical (10) to Least Critical (1) for Job Performance
Mean Scores
4.76
4.38
4.54
5.84
5.44
5.63
8.60
8.16
8.37
Office
Email
File Sharing
Proprietary/Custom
Collaboration
Video or Web-based Conferencing
Enterprise Resource Planning
Social Media
CRM
Q5.The following are examples of various applications you might use at work. Please rank each
application using a scale from 1-10, with 10 being the most critical to doing your job and 1 being the
least critical.
4.04
4.08
3.47
3.52
3.71
4.31
5.09
5.93
8.30
3.85
4.37
5.15
5.84
8.00
3.59
4.14
3.59
4.29
4.99
6.01
8.28
Analytics
Private
Sector
Public Sector
Total
4

How Application Performance & Availability Affects Job
Critical to accomplishing my job
A lack of it makes job more difficult
but not impossible
Q6. How does application performance and availability (for example, applications running
slowly, applications being unavailable, connectivity problems, etc.) affect your ability to do
your job?
7%
31%
62%
8%
29%
63%
7%
34%
59%
Does not affect my job
Private
Sector
Public Sector
Total
5

Over Past 5 Years, how Application Performance &
Availability Changed Ability to Perform Job
Application performance and
availability has become more
important to doing my job
availability’s impact on my ability to
accomplish my job has not changed
Q7. Over the past 5 years, how has application performance and availability’s impact on your
ability to do your job changed?
7%
26%
67%
9%
26%
66%
5%
28%
67%
availability has become less important
in accomplishing my job
Private
Sector
Public Sector
Total
6

Reasons why Application Performance & Delivery More Important in Past 5 Years
25%
27%
26%
The amount of time I spend using
applications to complete my job has
increased overall
My workload has increased
I am expected to work faster/complete
deadlines sooner
Financial and/or business consequences
related to my work have increased
Q8. Why has application performance and availability become more important in doing your job?
(Please check all that apply)
Base: More Important: 265 Total, 139 Public, 122 Private
25%
47%
55%
65%
27%
45%
52%
63%
25%
49%
59%
66%
I have more flexibility on where and/or
when I perform my job functions, so I
am expected to be available anytime,…
Private
Sector
Public Sector
Total
7

Number of Times Contacted IT Dept. in Past Year due to
Application Performance and Availability Issues
8%
6%
More than 15
11 to 15
6 to 10
1 to 5
Q10. How many times have you contacted your organization’s IT department in the past year due to
application performance and availability issues?
Balance do not have an IT department
Up to 10 Times: 67%/66%/67%
14%
48%
19%
8%
16%
45%
21%
7%
13%
51%
16%
10%
4%
None
Private
Sector
Public
Sector
8

Whether Ever Experienced Application Performance or
Availability Issue Critical to Doing Job
Q11. Have you ever experienced a performance or availability issue related to one or more of the
applications most critical to doing your job?
70%
30%
71%
29%
69%
31%
Yes
No
Total
Public Sector
Private Sector
9

Percent of Time Problem already Reported to IT Dept.
and being Worked on
25% or less
50-25%
75-50%
Q12. On average, when you contact your organization’s IT department about a performance or availability issue related to the applications most
critical to doing your job, what percentage of the time are you told they are already aware of the problem and/or working to resolve it?
Base: Experienced at least one application or performance issue
critical to job: 283 Total, 152 Public, 127 Private
Balance do not have an IT
department/DK/NA
12%
27%
29%
25%
12%
28%
32%
24%
13%
25%
27%
24%
100-75%
Private
Sector
Public Sector
Total
10

LongestWaiting Time Experienced for Problem Resolution
10%
More than a week
Several business days
One business day
Several hours
More than an hour
An hour
One Business day to more than
one week: 36%
More than one hour but within
the same business day: 34%
More than a half an hour, less…
One hour or less: 30%
Base: Experienced at least one application or performance
issue critical to job: 283 Total, 152 Public, 127 Private
2%
10%
8%
16%
18%
14%
17%
5%
Half hour or less
Immediately
Q13. What’s the longest you’ve had to wait for a performance and availability issue related to an application critical to
performing your job to be resolved?
11
TOTAL SAMPLE
department/DK/NA

12%
11%
11%
More than a week
One business day
Several hours
More than an hour
An hour
one week: 35%
More than a half an hour, less than…
3%
11%
18%
13%
17%
4%
Half hour or less
Immediately
Q13. What’s the longest you’ve had to wait for a performance and availability issue related to an application critical to
performing your job to be resolved?
12
PUBLIC SECTOR
department/DK/NA

8%
More than a week
One business day
Several hours
More than an hour
An hour
one week: 37%
1%
9%
5%
21%
18%
16%
15%
6%
Half hour or less
Immediately
Q13. What’s the longest you’ve had to wait for a performance and availability issue related to an application critical to performing
your job to be resolved?
13
PRIVATE SECTOR
department/DK/NA

First to Blame for Problem
13%
14%
13%
7%
The application itself
Internet service provider
IT department
User error
Application vendor
Q14. When you encounter an application performance or availability issue, which of the following do you
typically first assume is to blame?
Base: Experienced at least one application or performance issue critical
to job: 283 Total, 152 Public, 127 Private
3%
8%
11%
20%
45%
3%
9%
15%
47%
3%
7%
11%
28%
41%
Other
Private
Sector
Public
Sector
14

Satisfaction Level with IT Dept. Response Time with
Problem Resolution
Total Satisfied:
76%/80%/72%
Q15. How satisfied are you with your IT department’s response time in resolving application performance and
availability issues?
department/DK/NA
32%
44%
12%
5%
35%
45%
11%
6%
29%
43%
14%
4%
Very satisfied
Somewhat satisfied
Somewhat dissatisfied
Very dissatisfied
Total
Public Sector
Private Sector
15

Typical Course of Action when Experience Application Problem
1%
1%
1%
Try to resolve issue myself or ask a
coworker, and contact IT
department only if I’m unable to
Contact IT department immediately
Q16. When you encounter an application performance or availability issue, what is your typical course of action?
1%
22%
76%
1%
24%
72%
1%
19%
80%
Ignore issue hoping it will resolve
itself or someone else will report it
to the IT department
Other
resolve the issue
Private Sector
Public Sector
Total
16

Estimated Cost for Company caused by Slow or Unavailable
Applications Critical to Job
2%
4%
I don’t know
Millions of dollars
Hundreds of thousands of dollars
Tens of thousands of dollars
Thousands of dollars
Q17.If you were to equate financial loss based on lost productivity or revenue to one or more of the most critical applications to
doing your job being regularly slow or unavailable, how much would it cost your company per year?
24%
23%
24%
23%
12%
3%
36%
21%
12%
4%
1%
39%
24%
11%
4%
33%
Hundreds of dollars or less
Private
Sector
Public Sector
Total
17

Length of Time Willing to Wait to Contact IT Dept. to Report Problem
6%
one week: 4%
17%
32%
16%
11%
7%
1%
3%
0%
More than a week
One business day
Several hours
More than an hour
An hour
Half hour or less
Immediately
Q18. For the applications most critical to doing your job, how long would you typically be willing to wait to contact your organization’s IT
department when you encounter an application performance or availability problem?
department/DK/NA
18
TOTAL SAMPLE

11%
one week: 10%
8%
26%
17%
13%
10%
6%
2%
2%
More than a week
One business day
Several hours
More than an hour
An hour
Half hour or less
Immediately
department/DK/NA
19
PUBLIC SECTOR

6%
one week: 4%
17%
32%
16%
11%
7%
1%
3%
0%
More than a week
One business day
Several hours
More than an hour
An hour
Half hour or less
Immediately
department/DK/NA
20
PRIVATE SECTOR

Change in Past 5 Years in Time Willing to Wait to
Contact IT Dept.
4%
Increased significantly Private
Increased somewhat
Remained unchanged
Decreased somewhat
Q19. Over the past 5 years, has the amount of time you would be willing to wait before contacting your organization’s IT department about a
performance or availability issue related to the applications most critical to doing your job…..
Decreased: 24%/23%/25%
department/DK/NA
6%
18%
54%
11%
4%
5%
18%
53%
13%
5%
7%
18%
53%
5%
Decreased significantly
Sector
Public Sector
21

Length of Time Expected to Wait for Problem Resolution
16%
9%
More than a week
One business day
Several hours
More than an hour
An hour
one week: 6%
More than a half an hour, less than an hour
8%
27%
16%
9%
4%
1%
1%
Half hour or less
Immediately
Q20. For the applications most critical to doing your job, how long would you typically expect it to take for your organization’s IT
department to resolve a performance or availability problem related to the applications most critical to doing your job?
department/DK/NA
22
TOTAL SAMPLE

11%
More than a week
One business day
Several hours
More than an hour
An hour
one week: 10%
More than a half an hour, less than an…
8%
26%
17%
13%
10%
6%
2%
2%
Half hour or less
Immediately
department/DK/NA
23
PUBLIC SECTOR

7%
More than a week
One business day
Several hours
More than an hour
An hour
one week: 4%
More than a half an hour, less than an hour
7%
27%
18%
16%
8%
3%
0%
1%
Half hour or less
Immediately
department/DK/NA
24
PRIVATE SECTOR

Change in Past 5 Years in Time Willing to Wait for
Problem Resolution
Increased significantly Private
Increased somewhat
Remained unchanged
Decreased somewhat
Q21. Over the past 5 years, has the amount of time you would be willing to wait for your organization’s IT department to resolve a performance
or availability problem related to the applications most critical to doing your job….
Decreased: 23%/20%/26%
department/DK/NA
5%
18%
56%
11%
3%
4%
16%
59%
13%
2%
6%
20%
52%
8%
3%
Decreased significantly
Sector
Public Sector
25

Length of Time Willing to Wait for….
43%
32%
25%
30%
44%
26%
21%
49%
30%
One hour or less Within the same business day More than one business day
Doctor's Diagnosis
Shipping Notification for Online Purchase
Response to Email Message
Q22. How long would you be willing to wait for a doctor’s diagnosis?
Q23. How long would you be willing to wait for notification that an item you purchased online has shipped?
Q24. How long would you be willing to wait for someone to respond to an email message before following up or assuming they won’t answer?
26
TOTAL SAMPLE

43%
34%
23%
35%
42%
50%
23% 23%
27%
Doctor's Diagnosis
27
PUBLIC SECTOR

44%
30%
46%
26% 25%
28%
20%
46%
34%
Doctor's Diagnosis
28
PRIVATE SECTOR

25%
38%
23%
14%
24%
37%
23%
16%
1-10 seconds 11-20 seconds 21-30 seconds More than 30 seconds
News Website to Load Before Moving to Alternate Site
Online Video to Load before Moving On
Q25. How long would you be willing to wait for a news website to load before moving on to an alternative site?
Q26. How would you be willing to wait for an online video to load and play before moving on?
20 seconds or less: 63%
29
TOTAL SAMPLE

25%
36%
22%
16%
26%
35%
21%
18%
30
PUBLIC SECTOR

25%
40%
24%
11%
22%
38%
26%
14%
31
PRIVATE SECTOR

Appendix
32

Examples Provided to Respondents for Software or Applications
(shortened for reporting purposes)
• Email applications (for example, Microsoft Exchange, Lotus Notes, etc.)
• Video or Web-based conferencing applications (for example, Adobe Connect/Defense Connect Online, Cisco
WebEx, Citrix, Skype, etc.)
• Office applications (for example, Microsoft Word, Apple Keynote, Google Sheets)
• File sharing applications (for example, Internal/proprietary server or storage, SharePoint, Dropbox, Google
Drive, etc.)
• Social media applications (for example, HootSuite, Tweetdeck, SocialOomph, etc.)
• Collaboration applications (for example, Microsoft Lync, Confluence, Microsoft Sharepoint, Google Docs,
etc.)
• Analytics applications (for example, SAS, Tableau, SiSense, etc.)
• Enterprise resource planning applications (for example, SAP, PeopleSoft, etc.)
• CRM applications (Salesforce Sales Cloud, NetSuite CRM, Microsoft Dynamics, etc.)
• Proprietary/custom business applications (for example, inventory, accounting and logistics applications, etc.)
33

Demographics/Corpographics
Male
25%
Female
75%
4%
33%
25%
18% 19%
18-24 25-34 35-44 45-54 55+
23%
18%
7%
9%
15%
5%
1%
2%
1%
17%
Owner or Partner
Managing Director
Manager
Supervisor
Administrative/Assistant
Position
25%
31% 29%
16%
Northeast Southeast Midwest West
Region
34

7%
Male
23%
Female
77%
3%
29% 27%
19% 22%
18-24 25-34 35-44 45-54 55+
21%
22%
8%
14%
4%
0%
1%
1%
20%
Owner or Partner
Managing Director
Manager
Supervisor
Position
24%
34%
28%
14%
Region
35

Male
27%
Female
73%
3%
37%
24%
19% 17%
18-24 25-34 35-44 45-54 55+
24%
14%
7%
11%
17%
6%
1%
3%
3%
14%
Owner or Partner
Managing Director
Manager
Supervisor
Position
27% 26% 30%
17%
Region
36

3%
6%
17%
4%
7%
11%
6%
13%
2%
30%
Other
Procurement
Operations
Marketing/Sales
Law/Public Affairs
IT
Engineering
Creative
Communications
Accounting/Finance
Dept./Function
7%
5% 6% 5%
3%
6%
4%
6%
3% 3% 4%
2% 1% 1% 2%
8%
29%
5%
No. Employees
Yes
53%
No
46%
It's
complicat
ed
1%
Co. in Public Sector
37

17%
4%
6%
4%
6%
12%
4%
13%
2%
32%
Other
Procurement
Operations
Marketing/Sales
Law/Public Affairs
IT
Engineering
Creative
Communications
Accounting/Finance
Dept./Function
5%
1%
6%
2% 2%
6% 5%
7%
2%
4% 4%
2% 1% 1% 2%
10%
34%
6%
No. Employees
38

9%
9%
17%
2%
2%
8%
10%
13%
2%
27%
Other
Procurement
Operations
Marketing/Sales
Law/Public Affairs
IT
Engineering
Creative
Communications
Accounting/Finance
Dept./Function
10% 10%
7%
9%
4% 5%
2%
4% 3% 2%
5%
2% 2% 1% 2%
5%
23%
4%
No. Employees
39

Methodology
» Redshift Research conducted this study on behalf of Text 100 and Solarwinds.
» The survey was carried out in accordance with the Market Research Society’s code of conduct, which guarantees anonymity to all
respondents, and was designed to measure the attitudes of Small Businesses regarding Technology.
» Research was conducted in June, 2014 using an email invitation and an online survey.
» The survey was conducted among 1,816 respondents 18 years of age or older were currently employed in an office environment
full time. All were required to use at least one type of computer software application to qualify (including email). No restrictions
were placed on the size or type of company where the respondent worked. The study was conducted in the following countries:
Australia (n=201), Brazil (n=207), Denmark (n=200), Germany (n=300), Singapore (n=202), US (n=403), and the UK (n=303). In
Brazil and Germany, the respondents answered the survey in-language.
» The data were set to ensure reliable and accurate representation of the total populations aged 18 and older. Results of any
sample are subject to sampling variation. The magnitude of the variation is measurable and is affected by the number of
interviews and the level of the percentages expressing the results. In this particular study, the chances are 95 in 100 that a survey
result does not vary, plus or minus, by more than between 4.88 and 6.91 percentage points from the result that would be
obtained if interviews had been conducted with all persons in the universe represented by the sample.
» Sample was selected from the Crowdology panel. Crowdology™ is an online panel owned and operated by Redshift Research. The
Crowdology™ panel is balanced across regional, age and gender demographic factors, and is nationally representative of the US
population. Each respondent completes 120 profiling questions before being accepted to join our panel. Panel Quality
Management is carried out frequently to ensure reliable surveys.
40

Contact Info
While Redshift is based in the UK and US, the company works across the globe, across time zones and languages.
Our consortium relationships give us access to almost 10 million respondents in 46 countries worldwide.
Although Redshift specializes in providing services to Marketing Communications companies (the Crowdology
polling panel, for example) it has a long pedigree of full service research project execution across industry sectors.
Redshift Research is adept at executing focus groups, face-to-face interviews, telephone interviews, online research,
desk research and statistical modelling, to mention just a few techniques.
41
Guy Washer
Managing Director
Tel: +441732 356399
Mob: +447872024910
www.redshiftresearch.co.uk
guy.washer@redshiftresearch.co.uk
Lisa Bella
US Vice President
Tel: 212-539-3214
Lisa.Bella@redshiftresearch.co.uk
US Office UK Office
212-539-3214 +441732 356399
300 Park Ave South Commotion House
11th Floor Morley Road
New York Tonbridge, Kent
NY 10010 TN9 1 RA
www. crowdologyresearch.com

Thank You!
The SOLARWINDS and SOLARWINDS & Design marks are the exclusive
property of SolarWinds Worldwide, LLC, are registered with the U.S.
Patent and Trademark Office, and may be registered or pending
registration in other countries. All other SolarWinds trademarks, service
marks, and logos may be common law marks, registered or pending
registration in the United States or in other countries. All other
trademarks mentioned herein are used for identification purposes only
and may be or are trademarks or registered trademarks of their respective
companies.

Solar winds appstack public sector

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