The HART of outsourcing Weblog
Labour’s deathbed deal on NHS IT
And so the NHS IT saga continues. According to BBC reports, and the resulting media storm, Labour plans to push through what amounts to a ‘deathbed deal’ before the general election, committing a new government to many years more tussling with the fated National Programme for IT. The Tories had not long ago announced the [...]
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Supply, demand, skills and sourcing
The Chartered Institute of Personnel and Development’s (CIPD) survey released last week opens up an important debate for the outsourcing industry and industry in general. The research, conducted by KPMG, found a ‘continued increase in foreign workers filling ‘British’ jobs overseas as well as at home’.
This reopens an age-old can of worms in terms of [...]
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Keeping people happy
A couple of bits of research hit the press this week that should worry those in the customer services game. Apparently over two-thirds of customers feel complaints made to call centres are not being taken seriously enough, while just one bad call centre experience would cause 68 per cent of people to go elsewhere.
Ever since [...]
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A week for positivity
It is all happening exactly as we had foreseen. Research figures have abounded this week and thankfully confirmed a few more of our NOA member predictions. It’s always great to be proved right, and even more its better than we predicted, great for the industry.
No sooner had we released our 2010 predictions, did Lancashire County [...]
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BSkyB wins-out in EDS sourcing dispute
BSkyB has won a substantial part of its £709 million lawsuit against EDS, over a failed £48 million customer services system implementation. The lawsuit, filed in 2007, alleged that EDS had fraudulently misrepresented itself in a sales pitch in 2000 for the system, leaving Sky complete the project itself at great expense. EDS complained that [...]
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