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SolarWinds Application Performance End User Survey (Public Sector Results)

The study examines the differences in application performance issues faced by public and private sector employees, highlighting that 70% have experienced critical application issues. Key findings include that 62% find application performance and availability essential for their work, with 67% increasing their contact with IT for these issues over the past year. Respondents show a high level of satisfaction (76%) with IT response times, but issues often remain unresolved longer than expected.

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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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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 US RESULTS: Public vs. Private Sector 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. Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
How Application Performance & Availability Affects Job US RESULTS: Public vs. Private Sector 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? Base: 403 Total, 215 Public, 184 Private 7% 31% 62% 8% 29% 63% 7% 34% 59% Does not affect my job Private Sector Public Sector Total 5 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Over Past 5 Years, how Application Performance & Availability Changed Ability to Perform Job US RESULTS: Public vs. Private Sector Application performance and availability has become more important to doing my job Application performance and 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? Base: 403 Total, 215 Public, 184 Private 7% 26% 67% 9% 26% 66% 5% 28% 67% Application performance and availability has become less important in accomplishing my job Private Sector Public Sector Total 6 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Reasons why Application Performance & Delivery More Important in Past 5 Years 25% 27% 26% US RESULTS: Public vs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Number of Times Contacted IT Dept. in Past Year due to Application Performance and Availability Issues US RESULTS: Public vs. Private Sector 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? Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Whether Ever Experienced Application Performance or Availability Issue Critical to Doing Job US RESULTS: Public vs. Private Sector Q11. Have you ever experienced a performance or availability issue related to one or more of the applications most critical to doing your job? Base: 403 Total, 215 Public, 184 Private 70% 30% 71% 29% 69% 31% Yes No Total Public Sector Private Sector 9 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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? US RESULTS: Public vs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
LongestWaiting Time Experienced for Problem Resolution 10% US RESULTS: Public vs. Private Sector 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 Balance do not have an IT department/DK/NA © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
LongestWaiting Time Experienced for Problem Resolution 12% 11% 11% US RESULTS: Public vs. Private Sector 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: 35% More than one hour but within the same business day: 29% One hour or less: 36% More than a half an hour, less than… Base: Experienced at least one application or performance issue critical to job: 283 Total, 152 Public, 127 Private 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 Balance do not have an IT department/DK/NA © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
LongestWaiting Time Experienced for Problem Resolution 8% US RESULTS: Public vs. Private Sector 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: 37% More than one hour but within the same business day: 39% More than a half an hour, less than… One hour or less: 24% Base: Experienced at least one application or performance issue critical to job: 283 Total, 152 Public, 127 Private 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 Balance do not have an IT department/DK/NA © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Satisfaction Level with IT Dept. Response Time with Problem Resolution US RESULTS: Public vs. Private Sector Total Satisfied: 76%/80%/72% Q15. How satisfied are you with your IT department’s response time in resolving application performance and availability issues? 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 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Typical Course of Action when Experience Application Problem US RESULTS: Public vs. Private Sector 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? Base: Experienced at least one application or performance issue critical to job: 283 Total, 152 Public, 127 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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% US RESULTS: Public vs. Private Sector Base: 403 Total, 215 Public, 184 Private 23% 12% 3% 36% 21% 12% 4% 1% 39% 24% 11% 4% 33% Hundreds of dollars or less Private Sector Public Sector Total 17 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Length of Time Willing to Wait to Contact IT Dept. to Report Problem 6% US RESULTS: Public vs. Private Sector One Business day to more than one week: 4% More than one hour but within the same business day: 13% One hour or less: 76% Base: 403 Total, 215 Public, 184 Private 17% 32% 16% 11% 7% 1% 3% 0% More than a week Several business days One business day Several hours More than an hour An hour More than a half an hour, less than… 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? Balance do not have an IT department/DK/NA 18 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Length of Time Willing to Wait to Contact IT Dept. to Report Problem 11% US RESULTS: Public vs. Private Sector One Business day to more than one week: 10% More than one hour but within the same business day: 21% One hour or less: 64% Base: 403 Total, 215 Public, 184 Private 8% 26% 17% 13% 10% 6% 2% 2% More than a week Several business days One business day Several hours More than an hour An hour More than a half an hour, less… 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? Balance do not have an IT department/DK/NA 19 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Length of Time Willing to Wait to Contact IT Dept. to Report Problem 6% US RESULTS: Public vs. Private Sector One Business day to more than one week: 4% More than one hour but within the same business day: 13% One hour or less: 76% Base: 403 Total, 215 Public, 184 Private 17% 32% 16% 11% 7% 1% 3% 0% More than a week Several business days One business day Several hours More than an hour An hour More than a half an hour, less… 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? Balance do not have an IT department/DK/NA 20 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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….. US RESULTS: Public vs. Private Sector Base: 403 Total, 215 Public, 184 Private Decreased: 24%/23%/25% Balance do not have an IT department/DK/NA 6% 18% 54% 11% 4% 5% 18% 53% 13% 5% 7% 18% 53% 5% Decreased significantly Sector Public Sector 21 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Length of Time Expected to Wait for Problem Resolution 16% 9% US RESULTS: Public vs. Private Sector 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: 6% More than one hour but within the same business day: 18% One hour or less: 67% More than a half an hour, less than an hour Base: 403 Total, 215 Public, 184 Private 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? Balance do not have an IT department/DK/NA 22 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Length of Time Expected to Wait for Problem Resolution 11% US RESULTS: Public vs. Private Sector 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: 10% More than one hour but within the same business day: 21% One hour or less: 64% More than a half an hour, less than an… Base: 403 Total, 215 Public, 184 Private 8% 26% 17% 13% 10% 6% 2% 2% 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? Balance do not have an IT department/DK/NA 23 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Length of Time Expected to Wait for Problem Resolution 7% US RESULTS: Public vs. Private Sector 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: 4% More than one hour but within the same business day: 15% One hour or less: 68% More than a half an hour, less than an hour Base: 403 Total, 215 Public, 184 Private 7% 27% 18% 16% 8% 3% 0% 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? Balance do not have an IT department/DK/NA 24 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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…. US RESULTS: Public vs. Private Sector Base: 403 Total, 215 Public, 184 Private Decreased: 23%/20%/26% Balance do not have an IT department/DK/NA 5% 18% 56% 11% 3% 4% 16% 59% 13% 2% 6% 20% 52% 8% 3% Decreased significantly Sector Public Sector 25 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector 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? Base: 403 Total, 215 Public, 184 Private 26 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Length of Time Willing to Wait for…. 43% 34% 23% 35% 42% 50% 23% 23% 27% 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? Base: 403 Total, 215 Public, 184 Private 27 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Length of Time Willing to Wait for…. 44% 30% 46% 26% 25% 28% 20% 46% 34% 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? Base: 403 Total, 215 Public, 184 Private 28 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Length of Time Willing to Wait for…. 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? Base: 403 Total, 215 Public, 184 Private 20 seconds or less: 63% 20 seconds or less: 61% 29 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Length of Time Willing to Wait for…. 25% 36% 22% 16% 26% 35% 21% 18% 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? Base: 403 Total, 215 Public, 184 Private 20 seconds or less: 61% 20 seconds or less: 61% 30 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Length of Time Willing to Wait for…. 25% 40% 24% 11% 22% 38% 26% 14% 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? Base: 403 Total, 215 Public, 184 Private 20 seconds or less: 65% 20 seconds or less: 60% 31 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Appendix 32 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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 US RESULTS: Public vs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Demographics/Corpographics Male 25% Female 75% Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
7% US RESULTS: Public vs. Private Sector Demographics/Corpographics Male 23% Female 77% Base: 403 Total, 215 Public, 184 Private 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 Administrative/Assistant Position 24% 34% 28% 14% Northeast Southeast Midwest West Region 35 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Demographics/Corpographics Male 27% Female 73% Base: 403 Total, 215 Public, 184 Private 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 Administrative/Assistant Position 27% 26% 30% 17% Northeast Southeast Midwest West Region 36 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
3% 6% US RESULTS: Public vs. Private Sector Demographics/Corpographics Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
US RESULTS: Public vs. Private Sector Demographics/Corpographics Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
9% 9% US RESULTS: Public vs. Private Sector Demographics/Corpographics Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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 www.redshiftresearch.co.uk 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.redshiftresearch.co.uk www. crowdologyresearch.com © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

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SolarWinds Application Performance End User Survey (Public Sector Results)

  • 1.
    Application Performance EndUser Study PUBLIC SECTOR VS. PRIVATE SECTOR Findings Conducted by Redshift Research July 2014 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 2.
    Executive Summary: OnlyNotable 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
  • 3.
    US RESULTS: Publicvs. 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 4.
    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 US RESULTS: Public vs. Private Sector 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. Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 5.
    How Application Performance& Availability Affects Job US RESULTS: Public vs. Private Sector 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? Base: 403 Total, 215 Public, 184 Private 7% 31% 62% 8% 29% 63% 7% 34% 59% Does not affect my job Private Sector Public Sector Total 5 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 6.
    Over Past 5Years, how Application Performance & Availability Changed Ability to Perform Job US RESULTS: Public vs. Private Sector Application performance and availability has become more important to doing my job Application performance and 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? Base: 403 Total, 215 Public, 184 Private 7% 26% 67% 9% 26% 66% 5% 28% 67% Application performance and availability has become less important in accomplishing my job Private Sector Public Sector Total 6 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 7.
    Reasons why ApplicationPerformance & Delivery More Important in Past 5 Years 25% 27% 26% US RESULTS: Public vs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 8.
    Number of TimesContacted IT Dept. in Past Year due to Application Performance and Availability Issues US RESULTS: Public vs. Private Sector 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? Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 9.
    Whether Ever ExperiencedApplication Performance or Availability Issue Critical to Doing Job US RESULTS: Public vs. Private Sector Q11. Have you ever experienced a performance or availability issue related to one or more of the applications most critical to doing your job? Base: 403 Total, 215 Public, 184 Private 70% 30% 71% 29% 69% 31% Yes No Total Public Sector Private Sector 9 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 10.
    Percent of TimeProblem 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? US RESULTS: Public vs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 11.
    LongestWaiting Time Experiencedfor Problem Resolution 10% US RESULTS: Public vs. Private Sector 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 Balance do not have an IT department/DK/NA © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 12.
    LongestWaiting Time Experiencedfor Problem Resolution 12% 11% 11% US RESULTS: Public vs. Private Sector 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: 35% More than one hour but within the same business day: 29% One hour or less: 36% More than a half an hour, less than… Base: Experienced at least one application or performance issue critical to job: 283 Total, 152 Public, 127 Private 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 Balance do not have an IT department/DK/NA © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 13.
    LongestWaiting Time Experiencedfor Problem Resolution 8% US RESULTS: Public vs. Private Sector 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: 37% More than one hour but within the same business day: 39% More than a half an hour, less than… One hour or less: 24% Base: Experienced at least one application or performance issue critical to job: 283 Total, 152 Public, 127 Private 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 Balance do not have an IT department/DK/NA © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 14.
    US RESULTS: Publicvs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 15.
    Satisfaction Level withIT Dept. Response Time with Problem Resolution US RESULTS: Public vs. Private Sector Total Satisfied: 76%/80%/72% Q15. How satisfied are you with your IT department’s response time in resolving application performance and availability issues? 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 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 16.
    Typical Course ofAction when Experience Application Problem US RESULTS: Public vs. Private Sector 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? Base: Experienced at least one application or performance issue critical to job: 283 Total, 152 Public, 127 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 17.
    Estimated Cost forCompany 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% US RESULTS: Public vs. Private Sector Base: 403 Total, 215 Public, 184 Private 23% 12% 3% 36% 21% 12% 4% 1% 39% 24% 11% 4% 33% Hundreds of dollars or less Private Sector Public Sector Total 17 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 18.
    Length of TimeWilling to Wait to Contact IT Dept. to Report Problem 6% US RESULTS: Public vs. Private Sector One Business day to more than one week: 4% More than one hour but within the same business day: 13% One hour or less: 76% Base: 403 Total, 215 Public, 184 Private 17% 32% 16% 11% 7% 1% 3% 0% More than a week Several business days One business day Several hours More than an hour An hour More than a half an hour, less than… 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? Balance do not have an IT department/DK/NA 18 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 19.
    Length of TimeWilling to Wait to Contact IT Dept. to Report Problem 11% US RESULTS: Public vs. Private Sector One Business day to more than one week: 10% More than one hour but within the same business day: 21% One hour or less: 64% Base: 403 Total, 215 Public, 184 Private 8% 26% 17% 13% 10% 6% 2% 2% More than a week Several business days One business day Several hours More than an hour An hour More than a half an hour, less… 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? Balance do not have an IT department/DK/NA 19 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 20.
    Length of TimeWilling to Wait to Contact IT Dept. to Report Problem 6% US RESULTS: Public vs. Private Sector One Business day to more than one week: 4% More than one hour but within the same business day: 13% One hour or less: 76% Base: 403 Total, 215 Public, 184 Private 17% 32% 16% 11% 7% 1% 3% 0% More than a week Several business days One business day Several hours More than an hour An hour More than a half an hour, less… 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? Balance do not have an IT department/DK/NA 20 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 21.
    Change in Past5 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….. US RESULTS: Public vs. Private Sector Base: 403 Total, 215 Public, 184 Private Decreased: 24%/23%/25% Balance do not have an IT department/DK/NA 6% 18% 54% 11% 4% 5% 18% 53% 13% 5% 7% 18% 53% 5% Decreased significantly Sector Public Sector 21 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 22.
    Length of TimeExpected to Wait for Problem Resolution 16% 9% US RESULTS: Public vs. Private Sector 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: 6% More than one hour but within the same business day: 18% One hour or less: 67% More than a half an hour, less than an hour Base: 403 Total, 215 Public, 184 Private 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? Balance do not have an IT department/DK/NA 22 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 23.
    Length of TimeExpected to Wait for Problem Resolution 11% US RESULTS: Public vs. Private Sector 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: 10% More than one hour but within the same business day: 21% One hour or less: 64% More than a half an hour, less than an… Base: 403 Total, 215 Public, 184 Private 8% 26% 17% 13% 10% 6% 2% 2% 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? Balance do not have an IT department/DK/NA 23 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 24.
    Length of TimeExpected to Wait for Problem Resolution 7% US RESULTS: Public vs. Private Sector 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: 4% More than one hour but within the same business day: 15% One hour or less: 68% More than a half an hour, less than an hour Base: 403 Total, 215 Public, 184 Private 7% 27% 18% 16% 8% 3% 0% 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? Balance do not have an IT department/DK/NA 24 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 25.
    Change in Past5 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…. US RESULTS: Public vs. Private Sector Base: 403 Total, 215 Public, 184 Private Decreased: 23%/20%/26% Balance do not have an IT department/DK/NA 5% 18% 56% 11% 3% 4% 16% 59% 13% 2% 6% 20% 52% 8% 3% Decreased significantly Sector Public Sector 25 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 26.
    US RESULTS: Publicvs. Private Sector 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? Base: 403 Total, 215 Public, 184 Private 26 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 27.
    US RESULTS: Publicvs. Private Sector Length of Time Willing to Wait for…. 43% 34% 23% 35% 42% 50% 23% 23% 27% 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? Base: 403 Total, 215 Public, 184 Private 27 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 28.
    US RESULTS: Publicvs. Private Sector Length of Time Willing to Wait for…. 44% 30% 46% 26% 25% 28% 20% 46% 34% 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? Base: 403 Total, 215 Public, 184 Private 28 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 29.
    US RESULTS: Publicvs. Private Sector Length of Time Willing to Wait for…. 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? Base: 403 Total, 215 Public, 184 Private 20 seconds or less: 63% 20 seconds or less: 61% 29 TOTAL SAMPLE © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 30.
    US RESULTS: Publicvs. Private Sector Length of Time Willing to Wait for…. 25% 36% 22% 16% 26% 35% 21% 18% 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? Base: 403 Total, 215 Public, 184 Private 20 seconds or less: 61% 20 seconds or less: 61% 30 PUBLIC SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 31.
    US RESULTS: Publicvs. Private Sector Length of Time Willing to Wait for…. 25% 40% 24% 11% 22% 38% 26% 14% 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? Base: 403 Total, 215 Public, 184 Private 20 seconds or less: 65% 20 seconds or less: 60% 31 PRIVATE SECTOR © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 32.
    Appendix 32 ©2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 33.
    Examples Provided toRespondents 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 US RESULTS: Public vs. Private Sector 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 34.
    US RESULTS: Publicvs. Private Sector Demographics/Corpographics Male 25% Female 75% Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 35.
    7% US RESULTS:Public vs. Private Sector Demographics/Corpographics Male 23% Female 77% Base: 403 Total, 215 Public, 184 Private 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 Administrative/Assistant Position 24% 34% 28% 14% Northeast Southeast Midwest West Region 35 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 36.
    US RESULTS: Publicvs. Private Sector Demographics/Corpographics Male 27% Female 73% Base: 403 Total, 215 Public, 184 Private 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 Administrative/Assistant Position 27% 26% 30% 17% Northeast Southeast Midwest West Region 36 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 37.
    3% 6% USRESULTS: Public vs. Private Sector Demographics/Corpographics Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 38.
    US RESULTS: Publicvs. Private Sector Demographics/Corpographics Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 39.
    9% 9% USRESULTS: Public vs. Private Sector Demographics/Corpographics Base: 403 Total, 215 Public, 184 Private 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 40.
    Methodology » RedshiftResearch 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 41.
    Contact Info WhileRedshift 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 www.redshiftresearch.co.uk 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.redshiftresearch.co.uk www. crowdologyresearch.com © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  • 42.
    Thank You! TheSOLARWINDS 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. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.