Reply to post: Re: A wild guess

The two towers: Met Police to consolidate £500m worth of tech outsourcing deals

Anonymous Coward
Anonymous Coward

Re: A wild guess

"and for £7m, will those consultants manage to write decent penalty clauses into the contracts, for non-performance? Somehow I doubt it."

It's outsourcing. Even if there are decent penalty clauses, the outsourcer will work out how to fudge the stats and deliver metric X within the accepted SLA while doing nothing more than opening and closing tickets. Possibly by automated scripts or staff with even less intelligence than automated scripts. And before anyone tries to defend the call centre staff, I'm referring to the Service Delivery people.

And SLA's only work if the CUSTOMER is monitoring them independently and not relying on the outsourcer to mark their own homework.

At which point you realise outsourcing doesn't save you as much as you first thought and management gets to decide between good and evil^H^H^H "good enough".

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