One bad decision has to do with outsourcing of IT and instructing everyone to call the help desk for assistance. Nothing against the Onsite technicians, in fact handling things onsite is far more effective then these attempts at remoting in to an end users computer with software (such as Bomgar). The problem is that depending on the end user's technological understanding they wind up siting for lengthy hold times and attempting to describe an issue they may not thoroughly understand.
I stress that again, generally speaking they are lengthy hold times. I don't care what is placed on contractual paper. That is problem #1, hold times and effective communication of the problem at hand. Wage employees on the floor don't have the luxury to sit on hold waiting for someone to describe their problem. Often they wind up not calling...and as a result the tickets never even get created. Instead they wind up grabbing the technicians in the hallways and asking them to look at this or that issue. If an employee does choose to sit on the phone and place the ticket, we move on to lengthy delays getting the ticket over to the actual technician performing the work. It may or may not be something they themselves can address... (and we move to problem #2)
Problem #2 Is that Collins has restricted their subcontracting computer technicians access permissions to the point that they can't reset passwords or access Active Directory directly. In short, the onsite technicians are very limited in terms of what they can actually do. I'm not just talking about passwords here. I could go on for multiple lengthy paragraphs about UTC Network Security essentially cutting it's nose off to spite it's face.
If you can't trust the onsite technicians with the access needed to actually take care of issues then why are they here?
Problem #3 is that the quality of the support provided ranges widely depending on the personality traits of the subcontracted employee on site. They don't directly answer to Collins, most of them answer to a remote DXC manager they have never met who only cares about ticket statistics. You will never get the level of support from a subcontracting company as you will from your own people. Period. No ifs, ands, or butts.
My understanding is that these poor subcontracting souls don't get pay raises after years of service. If you make X dollars in 2013 and the same figure in 2020 something is very wrong. You actually loose money staying in your position... in a sense are forced to leave. So our sites wind up loosing their onsite technicians and go for months before getting a new one... rinse and repeat the cycle.