By Tom Espiner
Published: Thursday 13 July 2006
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Name
Rory
Location
Herts
Occupation
Services Marketing
Comment
Our company outsourced to Siemens 2 years ago. Service to our customers has deteriorated enormously; I bet they didn't factor lost customers into the cost savings. The cost of the contract has been consistently higher than originally quoted.
Every time we need to make a minor change to a system, the kind of thing that might require one line of code (sometimes even just html) being edited, Siemens' typical response is "That'll be $30,000 and it'll take 2 weeks".
Some of their people are very good, but the large number are just the phone equivalent of cannon fodder. Our outsource is now costing the company significantly more than the departments it replaced, and service is poorer. How long before the BBC experience exactly the same?
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