This isn't unique to Capita...
... lots of short-term thinking out there amongst it's competitors too.
I used to work for an outsourcer in the UK with a similar managerial outlook. The last two years of my employment became a recurring trend - hauling a managed environment out of the coals because an outdated bit of kit had fallen over, or some idiot beancounter had laid off the entire team responsible for management of a customer solution and it merrily plowed on for a couple of years on it's own before nosediving. It was 2-3 of these incidents every month without fail.
Flagging these issues up to the management was met with silence, no plan at remediation and no appetite to fix the issue. If it involved spending money or someone taking responsibility for something, they didn't want to know.
Biting the hand that feeds IT
