Survey of Email Support Staff Size

You can see email support headcount figures for a wide variety of organizations here–see comments further down this page. These are selections from the 136 responses we received to the survey below. The survey was conducted in March and April 2008, and is now closed.

There is also a report detailing the survey results. For information about the report, “Email Support Staff Requirements and Costs,” click here.

Many thanks–David Ferris and Richi Jennings


Quick Admin Headcount Survey

Q1. Which are you using?

  • Exchange 2007
  • Exchange 2003
  • Other Exchange
  • Notes/Domino 8
  • Notes/Domino 7
  • Notes/Domino 6
  • Other Notes/Domino
  • GroupWise 5
  • GroupWise 6
  • GroupWise 7

Q2. How many email users in your system?

Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM?

Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?

  • Don’t include general email helpdesk time
  • Notes respondents: only include mail admin FTEs, not the writing and admin of Notes apps
  • We’re interested in full-time equivalent head count. So eg if you have one full time Exchange admin, and three people who spend half their time on Exchange admin, that’s 2.5 full-time equivalents

Q5. Do you have any other comments?


One Comment

  1. dferris
    Posted February 21, 2008 at 9:26 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Which are you using? Notes/Domino 7.02

    How many email users in your system? Roughly 8,000

    How many instant messaging users do you have that use Sametime? Roughly 2,200

    Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 2.5

  2. dferris
    Posted February 21, 2008 at 9:27 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Exchange 2003

    How many email users in your system? 37000

    How many instant messaging users do you have that use LCS/OCS or Sametime? 0

    Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 6

    Do you have any other comments that might help us? We don’t have enough staff. We also support the Outlook client.

  3. dferris
    Posted February 21, 2008 at 9:28 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Notes/Domino 7

    How many email users in your system? ~22

    How many instant messaging users do you have that use LCS/OCS or Sametime? Sametime = 22

    Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 1

    We started with domino 4.x 7 years ago and the amount of time we spend administering and managing is very little. Our upgrade to Domino 8.0.1 is coming within the next few months. Our biggest time spent is during upgrades and rolling out all of our template and database modifications.

  4. dferris
    Posted February 21, 2008 at 9:30 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Notes/Domino 7 & Notes/Domino 6

    How many email users in your system? 10,000 globally

    How many instant messaging users do you have that use LCS/OCS or Sametime? 6,500 using integrated Sametime within their Notes clients.

    Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 3 FTEs as “Collaboration Engineers”

    Our 3 FTEs are very busy. We have 3 regional data centers across the globe, a widely dispersed end-user base and multiple “collaborative technologies” these individuals support, including Domino Servers, Notes client engineering, Notes client 3rd-level support, BlackBerry Servers, Sametime Servers, etc.

  5. dferris
    Posted February 21, 2008 at 9:31 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Exchange 2007

    How many email users in your system? 250

    How many instant messaging users do you have that use LCS/OCS or Sametime? 0

    Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 0.1 – 0.2

  6. dferris
    Posted February 21, 2008 at 9:35 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Exchange 2003, in 85 locations globally.

    78,000 mailboxes

    All mail users can use Instant messaging based still on the Exchange 2000 IM infrastructure. We are in the process of migrating to LCS in the very near future.

    Supporting staff:
    * operational support team is 14 FTE globally, (without the team lead)
    * engineering support currently 4 FTE globally, (without the team lead)

  7. Posted February 22, 2008 at 2:12 PM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Exchange 2003

    How many email users in your system? 31000

    How many instant messaging users do you have that use LCS/OCS or Sametime? 2000

    Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?
    * 7.5 – Exchange (including perimeter AV, AS)
    * 1.5 – OCS
    * 2.5 – Blackberry (2500 Blackberry devices supported by BES)

    Do you have any other comments that might help us?

    Highly distributed environment. 5 data centers with clients spread from coast-to-coast.

  8. dferris
    Posted March 3, 2008 at 8:25 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Which are you using? Exchange 2003

    How many email users in your system? 1800 users/2500 mailboxes (shared, resource, etc.)

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? 20 LCS (small test bed)

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 1 FTE

    Q5. Do you have any other comments? We have Help Desk staff doing mailbox provisioning and minor modifications (change name, SMTP address, etc.).

  9. dferris
    Posted March 3, 2008 at 6:28 PM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Q1. Which are you using? * GroupWise 7

    Q2. How many email users in your system? 55

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? 0

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 1

  10. dferris
    Posted March 4, 2008 at 9:58 AM | Permalink

    Here’s one of the replies–not quoting respondent for anonymity’s sake:

    Q1. Which are you using? * GroupWise 7

    Q2. How many email users in your system? * 1300

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? * 250 (GroupWise IM)

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? * .33 – That’s 1 person, 33% of time

    Q5. Do you have any other comments?
    * I spend 33% of my time managing our GroupWise system (other than helpdesk basics like client installs and password resets). That leaves me enough time to also manage the NetWare cluster, SAN and VMware implementations we have.
    * We recently had a handful of users that could not live without some specific Outlook functionality, so we gave them the Outlook client and used the GroupWise Connector for it. They were so lost in the client trying to find the things that they could do with their eyes closed in GroupWise that they have now all switched back to GroupWise. The learning curve for them was so steep (no training available at this time) that they would rather do double-entry and waste an hour or two a week than figure out the Outlook client and it’s idiosyncrasies.

  11. Dale Anderson
    Posted March 7, 2008 at 6:09 AM | Permalink

    We have 10k GW 6.5 and 7.0.2 email users.. My question has anyone compared Enchange with GW and if you moved too MS from GW or from MS GW… WHY?

  12. jeroenvdz
    Posted March 10, 2008 at 5:38 AM | Permalink

    Q1: E2003 SP2
    Q2: 10.000
    Q3: 0
    Q4: 3 FTE
    Q5: no

  13. Dave T.
    Posted March 10, 2008 at 7:31 AM | Permalink

    Q1. Which are you using?
    Exchange 2007

    Q2. How many email users in your system?
    7000+

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM?
    Coming soon

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?
    .5FTE

    Q5. Do you have any other comments?

  14. Mike
    Posted March 10, 2008 at 8:11 AM | Permalink

    Q1. Which are you using?
    Exchange 2003 SP2

    will upgrade to 2007 in summer 2008

    Q2. How many email users in your system?
    180

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM?
    LCS: 180

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?
    1

    Q5. Do you have any other comments?

  15. Jon
    Posted March 11, 2008 at 1:46 PM | Permalink

    Q1. Which are you using?

    * Exchange 2003

    Q2. How many email users in your system? @ 1000

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? @100

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?
    2

    Q5. Do you have any other comments? BES’es in place, as well as an Archive system.

  16. Posted March 11, 2008 at 2:22 PM | Permalink

    Quick Admin Headcount Survey

    Q1. Which are you using?
    Exchange 2003

    Q2. How many email users in your system?
    33,000

    Q3. How many instant messaging users do you have that use OCS IM?
    5,000

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?
    4

  17. Marty OConnor
    Posted March 12, 2008 at 9:03 AM | Permalink

    Q1. Which are you using?

    GroupWise 7

    Q2. How many email users in your system? 270

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? 0

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 0.1 FTE

    Q5. Do you have any other comments? GroupWise just runs.

  18. Posted March 13, 2008 at 5:05 PM | Permalink

    1. E2K3 SP2
    2. about 2500
    3. 0
    4. 2.5

    There is 1 full time exchange engineer, 1 half time engineer and 3 helpdesk that assist with account creation and level one outlook issues.

    We really need 1 more fulltime engineer and one more mid level person.

  19. Posted March 26, 2008 at 1:02 PM | Permalink

    Response in which sender identification has been removed to respect his/her anonymity:

    Q1. GroupWise 7.0.2
    Q2. 2500
    Q3. 250
    Q4. 1.5

  20. dferris
    Posted March 27, 2008 at 4:07 AM | Permalink

    Response in which sender identification has been removed to respect his/her anonymity:

    Q1. Exchange 2007

    Q2. 600

    Q3. 0

    Q4. 1

  21. AJ C.
    Posted March 31, 2008 at 6:49 AM | Permalink

    1) We’re using Notes/Domino 7.0.2 (in the process of upgrading to 8.0.1 over the next 3 months).

    2) We have about 11,000 users and almost 2,000 Rooms/Resources or Mail-In Databases (like public folders)

    3) We haven’t pushed Sametime use it’s available for those that want it & know about it. We see about 2,000 users max. / day.

    4) We have about 2.5 FTE’s support Email/IM

    5) We have 4 servers (AIX) hosting mail files plus two acting as SMTP gateways split across two sites for full redunacy with real time replication so we can’t really do any more server consolidation.

    Also about 3/4 of our users have access to DWA only (iNotes) as they are in low bandwidth sites or don’t need the full function of the Notes client.

  22. dferris
    Posted April 3, 2008 at 12:46 AM | Permalink

    Response in which sender identification has been removed to respect his/her anonymity:

    Q1. Which are you using? Exchange 2003

    Q2. How many email users in your system? 45,000

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? 150

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 6

  23. dferris
    Posted April 3, 2008 at 10:28 AM | Permalink

    Response in which sender identification has been removed to respect his/her anonymity:

    Q1. Which are you using?

    * Exchange 2007 – piloting with 35 users
    * Exchange 2003 – our production system

    Q2. How many email users in your system? Approximately 7000

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? Several thousand LCS users (no way to count actual users)

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? Just to keep it running, 1 FTE is about right. But for any project work – upgrading to new version of Exchange or OCS, implementing UM, replacing public folders with Sharepoint, implementing archiving and retention – you need at least one more highly skilled FTE

    * Don’t include general email helpdesk time
    * Notes respondents: only include mail admin FTEs, not the writing and admin of Notes apps
    * We’re interested in full-time equivalent head count. So eg if you have one full time Exchange admin, and three people who spend half their time on Exchange admin, that’s 2.5 full-time equivalents

    Q5. Do you have any other comments?

  24. Posted April 3, 2008 at 10:48 PM | Permalink

    The summary’s not ready yet. Probably later this month, once the replies have stopped coming in.

    Thanks,
    r.

  25. Anon
    Posted April 5, 2008 at 5:22 AM | Permalink

    Q1. Which are you using?
    GroupWise 7

    Q2. How many email users in your system?
    15000

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM?
    GW IM – Approx 2-3000 that we know about.

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?
    Approx 2. (Does not include account creation, decommisioning, etc done by Help Desk.)

    Q5. Do you have any other comments
    27 domains (1 at each site, plus HQ), 39 POs, more than 2 TB of mail in user and shared boxes (archives, don’t ask) and yet the largest chunk of of our time supporting GW is spent responding to HIPPA and other regulatory req’s. Much of the rest is user training issues (“How do I show two calendars at once?”). GW rarely has problems, almost never crashes even 1 PO, NEVER goes down completely, and has not needed a security patch in more than a year. The last patch, other than client enhancements, was for DST change in Feb of 2007.
    I used to be one of 5 Exchange Admins (2.5 FTE)- to support 2500 users! Our current staff of 5 supports the entire Novell environment – 17000 GW users, Govt mandated “save everything” archiving, several hundred Blackberries and Palms, 35 NetWare clusters with iSCSI SANs, all printing, (NW iPrint) HSM, Identity Management, and the Novell client for Win. We are currently in the deployment of true SANs to replace iSCSI ones. Are we busy? You bet; some projects do get delayed. But do we manage? Yes.

  26. dferris
    Posted April 8, 2008 at 1:54 AM | Permalink

    Response in which sender identification has been removed to respect his/her anonymity:

    Q1. Which are you using?

    Exchange 2007

    Q2. How many email users in your system? 1000

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? 1000

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 2

    Q5. Do you have any other comments? Interested in the data.

  27. Andrew
    Posted April 14, 2008 at 6:02 PM | Permalink

    Exchange 2003
    50,000 mailboxes Globally

    100 LCS accounts (Pilot phase only)

    2 operations people
    1 Engineer
    1 Manager

    Comments: We are very understaffed and have recently purchased new companies. Integration is taking up all of our time!

  28. Tony Whitby
    Posted April 15, 2008 at 7:08 AM | Permalink

    Q1. Which are you using?

    * GroupWise 7

    Q2. How many email users in your system? 8000

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM? 1000 & growing

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents? 1 fulltime engineer + 3 FTE for local support (45 sites worldwide)

    Q5. Do you have any other comments?

  29. Posted April 21, 2008 at 7:49 AM | Permalink

    Q1. Which are you using?

    Both
    * Notes/Domino 7
    * Notes/Domino 6

    Q2. How many email users in your system?
    800

    Q3. How many instant messaging users do you have that use LCS/OCS, Sametime, or GroupWise IM?
    None

    Q4. Thinking about your IT staff who manage and operate your email and instant messaging system, how many people are required world-wide, judged in terms of full-time equivalents?
    1.5

    Q5. Do you have any other comments?
    No