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Benchmarking E-Business

Benchmarking E-Business. Olaf Jüptner, Heike Koch. Brussels, 17th March 2005. E-Business. Indicator areas Infrastructure E-Procurement and Supply Chain Internal Business process automation Marketing and Sales Security E-Government Regional Aspects Innovation and E-Culture. E-Business.

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Benchmarking E-Business

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  1. Benchmarking E-Business Olaf Jüptner, Heike Koch Brussels, 17th March 2005 Benchmarking europäischer Regionen zurInformationsgesellschaft

  2. E-Business Indicator areas • Infrastructure • E-Procurement and Supply Chain • Internal Business process automation • Marketing and Sales • Security • E-Government • Regional Aspects • Innovation and E-Culture Benchmarking europäischer Regionen zurInformationsgesellschaft

  3. E-Business Indicators were • Developed from eEurope • Taken from e-business watch • Developed from other sources or on our own (BISER, OECD) Parameters for indicator development • Comparability with other sources • Relevance for regional development Benchmarking europäischer Regionen zurInformationsgesellschaft

  4. Indicators (1) % of employees working in enterprises that • Infrastructure • Use a computer • Are connected to the internet • Use certain technologies to access the internet: modem, ISDN, DSL<2 Mbit/s, DSL>2 Mbit/s, other >2 Mbit/s, wireless (e.g. satellite) • Use a LAN • Use a W-LAN • Use VoIP • Use remote access for employees • E-Procurement & Supply Chain • Buy online • In which the online order volume exceeds 5% of overall order volume • Use Supply Chain Management • Internal business process automation • Use an intranet • Use an extranet • Use Enterprise Resource Planning • Use online banking • Marketing and Sales • Use CRM to organize data about customers • Have a website • Receive orders via the internet (not e-mail) • In which the online turnover exceeds5% of overall sales Benchmarking europäischer Regionen zurInformationsgesellschaft

  5. Indicators (2) % of employees working in enterprises that • Security • Already carried out sec. online payments • Already received sec. online payments • Have safeguarded their corp. IT-network by specific measures: firewall, antivirus software, intrusion detection, chipcard access, one-time passwords, biometric access • Have updated at least one sec. tool in the last three months • Innovation and E-Culture • Jointly develop new or improved products with coop. partners • Jointly develop new or improved products with coop. partners via the internet • Encourage learning during and out of company hours • Offer ICT-training to their employees • Provide certain technologies as standard meeting tool: telephone conferencing, video conferencing, whiteboarding, discussion fora, chat • Regional aspects • Have more regional than national coop. Partners • Have more national than internat. coop. partners • E-Government • Use the internet to communicate with public administration Benchmarking europäischer Regionen zurInformationsgesellschaft

  6. Sectors Sectors: • Tourism (according to e-bus. watch: NACE H/I/O 55.1, 55.2, 62.1, 63.3, 92.33, 92.52, 92.53) • ICT (NACE I/K 64.2, 72, like e-bus. watch) • Manufacture of machinery and equipment (NACE D29) Benchmarking europäischer Regionen zurInformationsgesellschaft

  7. The partner regions Norrland Baleares Hessen Emilia-Romagna Piemonte NUTS 1: Hessen NUTS 2: Piemonte, Illes Baleares, Emilia-Romagna NUTS 3: Vasternorrland Benchmarking europäischer Regionen zurInformationsgesellschaft

  8. Survey metadata Survey metadata • Enterprise survey (not establishments) • Enterprises 10 employees (10-49, 50-249, 250+) • Computer-assisted telephone interviews (CATI) • Confidence level: 92.5%, confidence interval: 7% Benchmarking europäischer Regionen zurInformationsgesellschaft

  9. Overall results: Infrastructure • 100% of enterprises with computer, close to all them with internet access (95-100%) • Modem/ISDN access connected to historic infrastructure development • Low usage of DSL  2Mbit/s (30-46%, except Baleares), if compared internationally • Correspondingly alternative high/low usage of other broadband connections  2Mbit/s, e.g.:Vasternorrland DSL  2Mbit/s 30% other 50%Piemonte DSL  2Mbit/s 46% other 24% Baleares DSL  2Mbit/s 82% other 13% Benchmarking europäischer Regionen zurInformationsgesellschaft

  10. Overall results: Infrastructure • LAN: 85% (65-99%) high • W-LAN: 38% (29-53%) accepted • VoIP: 17% (12-23%) already accepted • Remote access: 56% (41-69%) well accepted Indicators by % of enterprises: • LAN: 88% (83-94%) high • W-LAN: 27% (18-37%) accepted • VoIP: 10% (10-17%) already accepted • Remote access: 49% (44-54%) well accepted Benchmarking europäischer Regionen zurInformationsgesellschaft

  11. Indicator definition Reasons to decide for „% of employees working in enterprises that“ • Focusing on people, jobs and economic importance • Comparability to e-business watch indicators (Slightly stronger focus on medium and larger enterprises) Reasons to decide for „% of enterprises that“ • More common and easier to survey (Slightly stronger focus on small enterprises) Benchmarking europäischer Regionen zurInformationsgesellschaft

  12. SCM CRM ERP Intranet Overall results: Business processes • Intranet: 72% (62-80%) • SCM: 22% (9-31%) • ERP: 37% (17-45%) • CRM: 41% (26-58%) • Website: 94% (85-99%) • Receive orders: 45% (21-76%) • Online turnover >5%: 18% (8-47%) Benchmarking europäischer Regionen zurInformationsgesellschaft

  13. Overall results: Business processes – regional data by sectors • Regional data often varies considerably. • E-business watch (EU-5) varies considerably from Understand averages, sectoral data on national level not yet available. • Sectoral data varies considerably. => Regional sectoral data necessary for analysis and decision making. Benchmarking europäischer Regionen zurInformationsgesellschaft

  14. Overall results: Business processes – regional data by sector - tourism Region average(EU-5) Vasternorrland Hessen • Intranet: 66%(34%) 52% 51% • SCM: 16%( 3%) 22% 3% • ERP: 21%( 7%) 57% 8% • CRM: 34%(14%) 57% 52% • Website: 95%(26%*) 100% 99% • Turno.>5%: 22%(24%) 10% 8% • Firewall: 75%(-) 91% 99% Region (Country) Piemonte E.-Rom. Baleares • Intranet: 72% 52% 84% • SCM: 20% 0% 36% • ERP: 19% 20% 20% • CRM: 16% 9% 35% • Website: 84% 97% 96% • Turno.>5%: 25% 23% 47% • Firewall: 75% 70% 41% (EU-5: DE, ES, FR, IT, UK – e-business watch data) * Website with CMS Benchmarking europäischer Regionen zurInformationsgesellschaft

  15. Overall results: Business processes – regional data by sector - ICT Region average(EU-5) Vasternorrland Hessen • Intranet: 84%(77%) 85% 97% • SCM: 28%(11%) 69% 45% • ERP: 40%(21%) 65% 64% • CRM: 53%(36%) 77% 88% • Website: 94%(38%*) 100% 100% • Turno.>5%: 22%(11%) 50% 19% • Firewall: 91%(-) 100% 100% Region Piemonte E.-Rom. Baleares • Intranet: 69% 93% 74% • SCM: 4% 15% 5% • ERP: 45% 24% 1% • CRM: 49% 45% 6% • Website: 96% 96% 79% • Turno.>5%: 6% 5% 29% • Firewall: 93% 99% 65% (EU-5: DE, ES, FR, IT, UK – e-business watch data) * Website with CMS Benchmarking europäischer Regionen zurInformationsgesellschaft

  16. Overall results: other indicators • The following exemplary issues vary considerably among regions: • Updated security tools • Communication with Public Authorities • More regional than national coop. partners • More national than international coop. partners • Joint development of new products with coop. partners via the internet • Offering ICT-training to employees • Usage of telephone conferences as standard tool • Only enterprises encouraging learning in and out of company hours are similar between regions. Benchmarking europäischer Regionen zurInformationsgesellschaft

  17. Overall results: other indicators • Updated security tools: 83% (48-98%) • Comm. w. Public Auth.: 58% (43-90%) • Coop. partners: reg.>nat.: 46% (23-86%) nat.>int.: 59% (10-85%) • J.develop prod. over inet: 46% (25-78%) • Encourage learning: 78% (70-83%) • Offer ICT-training: 67% (52-76%) • Use phone conferences: 57% (36-87%) Benchmarking europäischer Regionen zurInformationsgesellschaft

  18. Results by sector • Tourism: • Active in websites • Less active in business processes • Good in receiving orders over the internet • Only little online turnover • ICT: • Generally more active in using ICT • Relatively high percentage of non-DSL-broadband • Manufacturing of machinery: • Acceptance of established technologies close to core processes (ERP, remote access) • Less acceptance of „new“ technologies (website, CRM, W-LAN) • Little online turnover • Little product development over the internet Benchmarking europäischer Regionen zurInformationsgesellschaft

  19. Results by sector Tourism ICT Machine • DSL 2Mbit/s: 50 39 48 • Other 2Mbit/s: 47 51 19 • Remote access: 47 66 49 • W-LAN: 35 51 31 • ERP: 21 40 46 • CRM: 34 53 28 • Website: 95 94 87 • Receive orders: 77 36 33 • Onl. Turnover >5%: 22 22 17 • Comm. Public Auth.: 52 61 56 • J.Devel.Prod.: 50 61 57 • J.Devel.Prod. Inet: 51 51 24 • Phone conferencing: 47 61 46 Benchmarking europäischer Regionen zurInformationsgesellschaft

  20. Conclusions • A tested helpful methodology • Availability of regional data • A wealth of detailed useful data, open for other regions supplying their data • A sound basis for political decision making Outlook: • Discussing the methodology with other regions • Finetuning the methodology • Establishing a timeline by a second survey Benchmarking europäischer Regionen zurInformationsgesellschaft

  21. Benchmarking E-Business Olaf Jüptner, Heike Koch Brussels, 17th March 2005 Benchmarking europäischer Regionen zurInformationsgesellschaft

  22. Results Benchmarking europäischer Regionen zurInformationsgesellschaft

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