Re: Outsourcing
"UK PLC used to be good at so much stuff, but, unfortunately, successive ministers are increasingly gullible to the sales pitch of "look how much you'll save" from the sales teams of all these outfits."
Speaking as a current civil servant, but with 40 years private sector experience, there's little difference between public and private sectors in the gullibility of senior leaders, and if there's a balance on honesty and integrity, the civil service wins hands-down, although a toss up between ministers and business c-suite. In terms of the use of outsource service providers, the private sector make far more use of them than the private sector. But there's a reason for this gullibility, and despite all the bitter, poorly informed whining up-thread about "lazy, fat, corrupt civil servants" from know-nothings, it's simply a question of information asymmetry and decision support asymmetry. I've been round the block on services in-source versus outsource, I've run benchmarking exercises for one of the world's largest companies, I know how much various functions cost, what the range of costs between companies is, what the service considerations are, so read on and find out.
Consider a first time outsource review could be IT, or back office support functions. Doesn't matter whether the prospective client is public sector or private, the mechanics are identical.
As it's a first time, there's already an in-house team. These are seen purely as a cost, because most companies leaders are cynics who know the price of everything and the value of nothing. In the case of ministers they will likely have zero organisational management experience. The in-house function will be tightly resourced so service standards are so-so. The functional leader is at best a lower level senior manager, maybe even a middle manager grade. That their boss (a higher senior or board level) is even considering an outsource decision says the boss perceives some downsides to the current approach, and benefits of some sort in outsourcing. Put another way, the starting position is they don't have confidence in their own team. The board/ministers making any decision are very time poor, and will be able to spare limited time to properly review the case, so everything is in play.
Let's start with the outsource vendors, and invent one called CrapIT-Fershitshow. C-F will already have played a long game, cultivating senior level relationships, inviting client decision makers to conferences and international "fact finding" site visits, they will be on first name terms with any senior leader that they can entrap. When the opportunity comes to make a pitch, they will deploy very smartly dressed, eloquent sales people with grand sounding job titles on big salaries and huge incentives; these people will interact with client leadership as peers. They - like you - do much the same job day in day out, and so they are good at their jobs which for them means exuding calm confidence, gravitas and experience. Their job is persuading senior leaders to outsource. They will come supported by a small posse of attentive boot-lickers posing as functional experts, push glossy "white papers" at the prospective client that name big company success stories, knowing that the client aspires for their company to be mentioned in the same breath as <insert any well known very large company here>. The pitch will start with plenty of prattle about "best practice" and sector expertise, accompanied by a rich side dish of FOMO, claiming that outsourcing is what all modern companies need to do, so they can concentrate on their core business - you know it makes sense...etc. The bootlickers will present beautifully crafted Powerpoint presentations that lull the client into a hypnotic stupor of believing that C-F have some magic sauce that will enable them to do the same job better, yet so much more cheaply that they can charge the client 18% less* than current costs and still make the 20-30% gross margin that a services outsourcer expects. Clearly that's bollocks, but it doesn't matter, because that's the prosecution team and case, its proven, it works. Now think about the defence team and case.
The defence team is at best a nervous functional manager, wholly unused to presenting their function as a case, and selling anything is outside their experience. They won't be wearing a tailored suit, they won't have a team of bootlickers, they won't speak to the board with confidence and gravitas. And all of the facts (as in costs) are already known so they can't spin them like C-F do. In fact, chances are the functional manager won't even get to speak to the board. More likely a dull CFO will sit in the corner and read off what the YTD costs of the function are, without conviction, without any real knowledge of the benefits of insourcing, and compare that to the mendacious promises of C-F. Even the client procurement team are pathetically outgunned by the vendor team - how often do they outsource or resource a back office service? Once every two-five years perhaps, compared to day after day after day for the vendor sales team. The procurement team will likewise be paid less, and have very poor incentives. they aren't paid to be challenging a make versus buy choice, nor to challenge the vendor's made up business case, they're simply there to turn the handle and pretend that a discount was screwed out of the vendor (who had that priced in from the start anyway). Nobody will analyse the business model of the vendor and find they routinely bid low and then back load the margins through out of contract changes, resulting in much higher overall costs; Nobody will take up proper references from prior customers (who may be unable to unwilling to give a true account anyway); Nobody will consider the consequences of what happens when the in-house team have been TUPE'd and then quietly terminated, and the service is provided by cheap staff who don't know the client and don't care about the service; and nobody will consider that the vendor will be world class at writing easily met SLA, and evading the penalties if they don't meet their own SLA.
It's not a difficult decision for ministers or the board. No bribery is needed, for them it is a simple, logical decision because they don't have sufficient time, and they don't seek and respect a broad enough base of internal advice..
* 18% is a magic figure when promising outsource savings - low enough to sound vaguely plausible if the client doesn't think too hard, but not high enough to immediately set alarm bells ringing.