Feeds

Swansea councillors don't like outsourced IT

Boo, hiss etc

The essential guide to IT transformation

Councillors in Swansea are reportedly ruing the day their cabinet voted to outsource their IT supply and support. Local paper The Evening Post reports that councillors are now complaining that the system costs more and does less since being outsourced to Capgemini.

IT staff at Swansea protested vigorously over plans to outsource the support system, as reported at the time by El Reg. They warned that the move would lead to a less effective service and lost jobs, but their complaints were overruled as the council's cabinet voted to go ahead with the £83m Capgemini contract.

Now that the new system is in place, Councillor Mike Hedges says the email system is so unreliable he has switched to using his Yahoo! account for council business. He said email notifications of shut-downs of up to 24 hours are now a weekly occurrence.

Under the terms of the contract, Capgemini was to overhaul the council's existing IT systems and working practices as part of an "integrated programme of business process re-engineering and technology transformation".

This was to be followed by a new call centre and access to local authority services via the net. But The Post reports the plans have been scaled back because of rising costs.

Councillor Vanessa Webb said her experience of the help desk was "absolutely dreadful". She told a council meeting that she no longer used the service as it was repeatedly unable to resolve her queries.

She said: "I never bother to ring the help desk any more. There is no point. If I have a problem, I do not log it and just go away and come back later to see if it has sorted itself out.

"I know councillors who are not particularly confident with technology but have been encouraged to use the new computer system. They are now struggling because it is so bad."

Another councillor complained that the call centre workers do not even know what a councillor is, and still another said one support worker did not know where Swansea was.

El Reg is awaiting comment from Capgemini. ®

Build a business case: developing custom apps

More from The Register

next story
Super Cali signs a kill-switch, campaigners say it's atrocious
Remote-death button bad news for crooks, protesters – and great news for hackers?
UK government accused of hiding TRUTH about Universal Credit fiasco
'Reset rating keeps secrets on one-dole-to-rule-them-all plan', say MPs
Caught red-handed: UK cops, PCSOs, specials behaving badly… on social media
No Mr Fuzz, don't ask a crime victim to be your pal on Facebook
Ex US cybersecurity czar guilty in child sex abuse website case
Health and Human Services IT security chief headed online to share vile images
Don't even THINK about copyright violation, says Indian state
Pre-emptive arrest for pirates in Karnataka
The police are WRONG: Watching YouTube videos is NOT illegal
And our man Corfield is pretty bloody cross about it
Felony charges? Harsh! Alleged Anon hackers plead guilty to misdemeanours
US judge questions harsh sentence sought by prosecutors
prev story

Whitepapers

A new approach to endpoint data protection
What is the best way to ensure comprehensive visibility, management, and control of information on both company-owned and employee-owned devices?
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Maximize storage efficiency across the enterprise
The HP StoreOnce backup solution offers highly flexible, centrally managed, and highly efficient data protection for any enterprise.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.