EVALUATION METHOD
The results of this survey are based upon:
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100+ interviews with 70 of top companies and government organizations in Belgium and an assessment of 200+ contracts. We interviewed CIOs, CTOs, Application Leads, Infrastructure Leads and Vendor Management.
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Discussions with the leadership of 18 top service providers leadership (geography leads and domain leads) to understand their capabilities, differentiators, credentials and focus areas.
We map the service providers on two ‘Squares’:
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Applications and Digital services
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Infrastructure and Cloud services
Changes this year
Each year, we collect feedback from clients and service providers. This helps us to improve the survey and the results to make it more relevant for both clients and service providers. Based on the feedback, this year we decided to make a modification to the Squares. Previously, the Y-axis of the squares was called Scale/Capability. However, we recognize that while we can measure local scale, capabilities are often global. E.g. a service provider may be small in Belgium, but may have very strong global capabilities in a certain area. Hence, the Y-axis has been renamed to Local Market Impact. This term is a much better reflection of our assessment.
Linked to this change, we also decided to modify the criteria by which we rate service providers and also provide more transparency. We put a stronger weight on global competencies.
Local Market Impact
The below table explains how we assess the different service providers for Local Market Impact:
Applications / Digital services
Size of Business in local geography (in €)
Number of Customers in local geography
Breadth and Completeness of Service Offerings (AMS, SI, Testing services)
Size of Applications business globally (in €)
Diversification across different sectors / market segments locally
Weight
20%
15%
35%
20%
10%
Infrastructure / Cloud services
Size of Business in local geography (in €)
Number of Customers in local geography
Breadth and Completeness of Service Offerings (DC, Cloud, EUC)
Size of Infrastructure business globally (in €)
Weight
25%
20%
35%
20%
On each criteria, the service providers were rated on a scale of 1-5 where:
5 – Best in class
4 – Very good
3 – Good
2 – Below peers
1 – Significantly below peers
This gives a combined score for each service provider, that decides its ranking on the vertical axis of Local Market Impact.
Client Satisfaction
The X-axis which measures client satisfaction, remains unchanged.
Client Satisfaction is measured on a scale of 1-5, where:
5 – Exceptional / exceeds expectations
4 – Very satisfied
3 – Satisfied
2 – Dissatisfied
1 – Extremely dissatisfied
The score for each provider is an average of client satisfaction scores received from the clients. In order to be represented on one of our Squares, a service provider needs a minimum of 5 contracts for that Square.
APPLICATIONS & DIGITAL SQUARE
This year we have 14 service providers represented in our Square. The services considered within this Square cover application management and development, systems integration and digital transformation.
LEADERS
The Leaders category remains unchanged compared to last year – we still have Accenture, Capgemini and TCS as leaders. Accenture has the highest market impact of all service providers for Applications / Digital services. TCS stands out on its extraordinary client satisfaction which reaches 4.0 this year. Capgemini has had a remarkable year both globally and locally and continues to impress.
CHALLENGERS
We have 6 companies in the Challengers category. These are Infosys, Cognizant, Cronos, Delaware, Deloitte and DXC. Our revised assessment for Market Impact has seen several players jump up and make their debut in this category. This includes Cronos, Delaware, Deloitte and DXC. Cronos and Delaware make it to this category on back of their very strong local business. While Deloitte and DXC make it on the back of both a strong local and global business capability.
NICHE PLAYERS
We have 4 companies in this category: Atos, Wipro, PwC and Cegeka. Atos is quite strong in the EU/public sector maintaining its client satisfaction for Applications. Wipro is an upcoming company with a strong focus on growing in Belgium and deep global skills. PwC has the highest satisfaction ratings of the entire square and combines technology transformation with deep business skills. Cegeka is particularly strong in the Flemish hospitals, government sector and smaller banks.
LOW PERFORMERS
As of this year, we have tightened the criteria to be a low performer. Until last year, a company needed to be below an average satisfaction score of <2.6 to be a Low Performer. As of this year, any company with an average satisfaction score of <3 (3 = satisfied) is classified as a Low Performer. This year IBM has dropped on its satisfaction score to 2.5 and unfortunately falls in this category.
DIGITAL TRANSFORMATION LEADERS
This year we also highlight the companies whom we consider as Digital Transformation Leaders. This classification is done on the basis of their submitted client credentials and ratio of overall application revenues coming from digital transformation projects. We have identified Accenture, Deloitte, PwC, DXC and Cognizant to be in this category.
INFRASTRUCTURE & CLOUD SQUARE
This year we have 8 companies represented in our Infrastructure and Cloud Services Square. One thing which is immediately striking is the relatively lower levels of client satisfaction in this square as compared to the Applications square. If we exclude End User services, the average client satisfaction score for Cloud/Datacenter services was 3.0. This is in sharp contrast with the average of 3.5 for the Applications square. Also, there are no companies with satisfaction scores close to 4 or higher.
Infrastructure services cover cloud transformation and operation, datacenter services, workplace and service desk. We exclude network management services.
LEADERS
This year we have a single leader in this category which is Kyndryl. They are the largest infrastructure services provider in Belgium with a good and steady client satisfaction. Unfortunately, Atos which would have been a Leader based on its Market Impact falls out due to a low client satisfaction score.
CHALLENGERS
In the Challengers category we have 5 companies: Fujitsu, Cegeka, HCL, DXC and Capgemini. Fujitsu is very strong in the EU and mid-market clients. Cegeka does well at the government institutions, public-social and smaller banks. HCL has a small portfolio of top Belgian names. DXC is vastly improved its client satisfaction and looking to grow into Cloud. While Capgemini just about makes it in the Challengers category.
NICHE PLAYERS
In the niche players segment we have 1 company this year - Stefanini. While they have a varied portfolio, their niche is end user services where they have very strong client satisfaction scores.
LOW PERFORMERS
As of this year, we have tightened the criteria to be a low performer. Until last year, a company needed to be below an average satisfaction score of <2.6 to be a Low Performer. As of this year, any company with an average satisfaction score of <3 (3 = satisfied) is classified as a Low Performer. This year Atos saw a sharp drop in its satisfaction scores to to 2.9 and unfortunately falls in this category.
EVOLUTION OF SATISFACTION SCORES
APPLICATIONS & DIGITAL SQUARE
