United Services Automobile Association (USAA) started benchmarkingnarrowly about three years ago, focusing on the internal performance ofinformation technology resources (see "Is IT Investment Hitting The Mark?"January 1999).Since then, the San Antonio, Texas-based insurance company has joined aGartner Group IT benchmarking survey of financial services firms for abroader perspective on its IT performance and expanded internalbenchmarking to overall operations.

The IT benchmarking formula reflects the company's value philosophy,including metrics for customer relationship management, net present valueof capital, infrastructure efficiency and other areas of performance.

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