I had the misfortune to work for a large corporation that decided to disband its IT department and replace it with a contractor. Before the switch, when users had computer problems they called in and we dispatched a technician immediately – most problems got fixed within half an hour. After the switch, users called in and a ticket was created… due to the contractor being two hours away (and short staffed) and the language of the contract, a technician would only be dispatched when a certain number of tickets accumulated – which took at least a week. Users howled about such slow service, but upper managers were getting bonuses for “saving the corporation money” (on paper only)…
I had the misfortune to work for a large corporation that decided to disband its IT department and replace it with a contractor. Before the switch, when users had computer problems they called in and we dispatched a technician immediately – most problems got fixed within half an hour. After the switch, users called in and a ticket was created… due to the contractor being two hours away (and short staffed) and the language of the contract, a technician would only be dispatched when a certain number of tickets accumulated – which took at least a week. Users howled about such slow service, but upper managers were getting bonuses for “saving the corporation money” (on paper only)…