Pentagon Has the Worst IT Helpdesk in the US Govt

When it comes to US government employee satisfaction with IT services, one agency finds itself continually at the bottom of the heap: The rather crucial Department of Defense. From a report: Results from the General Services Administration’s (GSA) Mission-Support Customer Satisfaction Survey published on Wednesday found the DoD was trailing the other 23 US federal government agencies included in the research. Of the seven technology user areas surveyed, the DoD came dead last in user satisfaction for IT support, equipment, function, and communication/collaboration.

The DoD didn’t fare much better in the three areas it wasn’t scraping the bottom, either. For strategic IT partnerships and development, modernizations and enhancement the Defense Department ranked twentieth (out of 24), and for operations and maintenance satisfaction it beat the US Department of Agriculture – barely – on the seven-point scale used by the GSA. Despite its abysmal ranking among its fellow federal agencies, the DoD’s users were still generally okay with their IT service, with 65 percent of respondents saying they were at least somewhat satisfied with IT support, and 64.5 percent expressing some degree of satisfaction with their IT equipment. Only development, modernization and enhancement failed to net 50 percent satisfaction among DoD respondents.