Bernt Nilsen CEO ECDL Norway Chairman ECDL Technical Committee

1. European Computer Driving Licence Foundation Ltd. Documentation of hidden ICT-cost in the Norwegian workforce Bernt Nilsen CEO ECDL Norway Chairman ECDL Technical Committee

2. Contents • Highlights • Background and Methodology • Who, why and how • Results – in wasted time • Split in various time consuming activities • Results – in cost • At individual, organisational and national level • How to solve the problem • Do we have to live with this situation? • How much does it cost to solve it? • How much does it cost not to solve it?

3. Highlights • In spite of more standardised and intuitive user interfaces the average user wastes more time on ICT problems • The average user loses 3 hours pr week • ECDL can be an important part of the solution

4. Summary Slide • Topic 1

5. Background and Methodology

6. About the survey • Carried out by Cap Gemini Ernst & Young Norway • Intended to provide an indication of the extent of computer problems among the parts of the Norwegian population that work with computers every day • Based on telephone interviews with a random selection of the working sector of the Norwegian population • System has been used previously in estimations performed in the populations of Norway and Sweden, as well as for employees in different organisations during the last few years

7. About the survey 2 of 2 • 61 % private sector, 39% public sector • Only organisations with more than 10 employees • Computerised forms • Statistical errors +/- 1,5-3,5%.

8. Who participated? • 16% of the participants are managers, 30% are managers at a lower level • Even age span, majority in age group 31-40 years (33%) • 25% work in an organisation with more than 1000 employees • Service providers is the largest group answering (32%)

9. Results – in wasted time

10. Time lost • Average time spent on their own and others IT problem is • 136 hours per person pr year (2 hrs 51 min every week) • Year 2000: 119 hrs • Year 1996: 125 hours

11. 90% Word Processing Email/Calendar 88% Internet 79% Internal Systems 45% Project Mgmt 33% Admin/Personnel 30% 19% Others 0% 20% 40% 60% 80% 100% Tall i % av base 800 When using a PC, which of the following applications do you work with?

12. Helping others 38min Printing Problems 22min 22min Waiting for feedback from support 17min Access to Internal systems Other problems 16min 14min Access to databases 13min Internet Access Email Access and problems 12min 11min Access to WP, SS etc Virus problems 6min Total 171min 0min 50min 100min 150min 200min Average 2001 How much time do you spend on…

13. WP / SS / others 52% Internal systems 18% Email Access and problems 14% Printing problems 13% 13% Internet Access Access to databases 12% Virus problems 1% Waiting for feedback from support 1% 25% Other problems 0% 10% 20% 30% 40% 50% 60% Tall i % av base 800 What are you helping otherswith…..

14. 83% Internal support. 73% Colleagues Wasted time x 2! 44% Outside helpdesk. Support from SW supplier . 35% Support from HW supplier 30% Other 4% No alternative 1% 0% 20% 40% 60% 80% 100% Where can you get help?

15. Results – in cost

16. Background • 2,27 Million employed people in Norway (source: SSB.no). • 46% are PC-users (source: Norsk Mediabarometer 1999). • Annual Salary NOK 300.000,- ( 8 NOK = 1 Euro) • 25% extra for emplyment taxes etc • 17% various overhead cost for office etc • Total annual cost pr employee NOK 426.000,- • Up from NOK 409.000 in 2001 (+4,4% - kilde: SSB.no). • 1 man year equals 1800 hours/48 weeks.

17. Calculation of cost • Total time lost for the working force in Norway: • 136 hours x 1.044.200 people = 78.895 man years • 78.895 man years x 426.000 NOK = 33.609.270.000 NOK or 33,6 millarder NOK • 1996: 16,2 milliarder NOK • 2000: 27,8 milliarder NOK

18. Cost per organisation • Organisation with 200 PC-users will spend app. 804.000 Euro on “hidden IT cost” • Organisation with 500 PC-users will spend app. 2.011.000 Euro on “hidden IT cost” • Organisation with 1.000 PC-users will spend app. 4.023.000 Euro on “hidden IT cost” • What is the cost in your organisation….

19. Interesting figures 1 of 2 • Are people happy with their working situation? • Almost 50% see IT problems as a big frustration in their everyday life • 9 of 10 feel that the use of PC is essential to be able to perform their work tasks • Is this an ideal, productive situation? • Is this due to poorly organised internal support? • Very few feel that their internal support service is poorly organised

20. Interesting figures 2 of 2 • 12% feel that the SW they are using does not fit their needs • 66% feel that they are using the correct SW • 1 of 3 feel they could improve their efficiency with better training, 4 of 10 disagrees • 45% feel that they are not utilising the potential of the software they have

21. How to solve the problem

22. 90% Word Processing Email/Calendar 88% Internet 79% Internal Systems 45% Project Mgmt 33% Admin/Personnel 30% 19% Others 0% 20% 40% 60% 80% 100% Tall i % av base 800 When using a PC, which of the following applications do you work with? ECDL modules are in line with the market need

23. WP / SS / others 52% Internal systems 18% Email Access and problems 14% Printing problems 13% 13% Internet Access Access to databases 12% Virus problems 1% Waiting for feedback from support 1% 25% Other problems 0% 10% 20% 30% 40% 50% 60% Tall i % av base 800 What are you helping otherswith….. ECDL Modules covers at least 2/3 of this!

24. The role of ECDL • Project Manager for the ICT cost study Øyvind Gladsø says • ECDL is a tool for reducing cost • ECDL should be a requirement for the PC-user • Needs to be mandatory for all users, including managers

25. What is the situation in YOUR organisation?

26. Contact Details Bernt Nilsen Datakortet a.s, P.O. Box 233 N-9915 Kirkenes Ph: +47 (0) 78 97 35 00 Fax: +47 (0) 78 97 35 01 Email: bernt.nilsen@datakortet.no