A customer-centric approach towards evaluating single choice information technology service provision to the parastatal sector of South Africa

Abstract

The article presents a case study whereby the service performance of a single-choice information technology service provider in the parastatal industry of South Africa is measured against multichoice private service providers without any provisional agreements. The outcome of the case study reveals that single-choice service provision options with provisional agreements have a limited chance of success if they are not supported by strong service user inputs. In fact, provisional strategies that disallow sound competition among service providers are bound to impact negatively on user preferences as well as information technology skills development opportunities that are required to improve service provision generally, and long-term survival in particular.