2020 Dutch IT Sourcing Study Results Published

The 2020 Dutch IT Sourcing Study, conducted by Whitelane Research in collaboration with Quint, investigates more than 400 unique IT sourcing relationships as well as more than 400 cloud sourcing relationships held by over 200 participants of the top IT spending organisations in the Netherlands.

IT/Cloud Service Providers
IT sourcing relationships
Cloud sourcing relationships

Key findings from the 2020 Dutch Study:

Over the next two years more outsourcing is predicted for the Netherlands with 79% of respondents planning to outsource at the same rate or more. Plans to outsource more have increased by eight percentage points while plans to insource have also increased by five percentage points in comparison with last year. The majority of organisations are insourcing in order to achieve faster time-to-market and/or improved quality outcomes.


By industry, most outsourcing is expected in the financial services sector with 61% of organisations citing they are planning to outsource more (up 8% since last year), followed by the manufacturing sector with 48% (up by 15%). The public sector has the lowest level of future outsourcing plans (43%) and plans to insource (7%).

Cost reduction is the main driver for clients outsourcing more in the Netherlands, followed by focus on core business and more scalability to business needs.

Overall, respondents are satisfied with their IT service provider(s), with 86% of all 405 IT sourcing relationships being rated as satisfactory, 8% being somewhat unsatisfied, 4% unsatisfied and only 2% very unsatisfied.

On the overall ranking for general satisfaction, TCS is the highest ranked provider with a score of 80%, jointly followed by Cegeka and Deloitte (both at 76%) and Conclusion and Atos (both at 75%). Our full report ranks the service providers by five different IT domains (applications, infrastructure, end-user services, software cloud platforms and infrastructure cloud platforms) as well as by 9 different Key Performance Indicators.

TCS 80%
Cegeka 76%
Deloitte 76%
Conclusion 75%
Atos 75%

Top 5 only (Netherlands)

With over 400 evaluations cloud usage is high. Cloud is expected to continue its growth with 33% of respondents predicting that more than half of their application portfolio will be in the cloud by 2022.

Satisfaction of cloud is high with an average score of 79% for Infrastructure Cloud Platforms and 74% for Software Cloud Platforms; both higher than the average score for IT Outsourcing which is 69%. Detailed scores per platform are available in the full report.

The use of Intelligent Automation (IA) continues to increase in the Netherlands with 58% of respondents already using these technologies (up 10% from last year) and another 25% planning to adopt it. The manufacturing sector is well ahead of other sectors with 81% confirming they already use Intelligent Automation (up 25% since last year) while the public sector lags behind with one in five respondents revealing they have no plans to adopt it and another one in five unsure.

Already using IA
Planning to use IA

Clients are most satisfied with their capabilities in supplier selection/contracting and supplier relationship/contract management. While service providers agree that these are the strongest skill of their clients, they are much more critical regarding their clients’ transition/change management and business relationship management/demand forecasting capabilities, indicating that very significant improvements can be made in these areas.