2001 | Outsourcing Center

IT Takes a Seat

Chris Pryer, Business Writer

Managing the infrastructure of information technology is critical to federal government agencies. The maintenance and operation of tens of thousands of desktop computers, the software that drives them and the networks that connect them 24 hours a day, seven days a week, can be likened to the proverbial millstone tied around the neck of government agencies. Outsourcing the management of these computer seats often can combat this drain on resources, saving both time and money.

The New Sodexho Alliance:

Joyce Ahlering

Outsourcing operations themselves do not vary greatly across national borders. But multinational outsourcing efforts are often challenged by geographic distance and differences in national laws and customs. Sodexho Alliance, whose services range from Paris’s Seine River cruise catering to prison cafeteria staffing, has overcome those hurdles. The company finalized its merger with the former American hotel group Marriott on June 18th, 2001 to make Sodexho Alliance a global outsourcing model.

Change Enhances Outsourcing Demand

Dr. Wendell Jones

Three factors in today’s global, competitive economy increase the demand for outsourcing: Technological change, Technology management, Business change.

No ‘Reservations’ at the Inns

Outsourcing Center, Kathleen Goolsby, Senior Writer

At LaQuinta, the inbound call center has been an outsourced function since 1996. Jackie Burke, Vice President of Reservation Services for LaQuinta, says the company has no reservations — that is, no doubts or misgivings — about its choice of outsourcing supplier for this extremely important function.

What’s the Best Way to Outsource CRM?

Jerri L. Ledford, Business Writer

When a company outsources its customer relationship management (CRM), how do its executives know their customers will receive the best service their company has to offer, if its own employees aren’t actually offering the service?

Straight From the Horse’s Mouth

Outsourcing Center, Kathleen Goolsby, Senior Writer

Straight From the Horse’s Mouth: President Bush’s Outsourcing Initiatives – Will Bush’s campaign promises become more than notions? A February 14, 2001 memo from the Office of Management and Budget (OMB) chief told agency leaders to expand outsourcing and advance eGovernment. It advised: The President envisions a government that has a citizen-based focus, is results-oriented and, where practicable, market-driven.

Government Call Center Achieves Excellence in Customer Service

Outsourcing Center, Kathleen Goolsby, Senior Writer

A frontline measure of how government meets the needs of its customers is how successful it is in answering its telephones promptly, accurately and courteously – so states the U.S. General Accounting Office (GAO) in its August 2000 report on customer service. The report found that federal agencies need clear goals and committed managers.

Buyer Beware

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Buyer Beware: Nine Ways to Protect Your Interests – Outsourcing experts have seen the good, the bad and the ugly. Here are nine rules of the road to increase the odds of outsourcing success.

From Vision to Victory

Outsourcing Center, Kathleen Goolsby, Senior Writer

From Vision to Victory – In August 1999, Pennsylvania signed an outsourcing agreement with Unisys for the operation of its mainframe and a number of its midrange computer systems. Curt Haines, Director of the Bureau of Consolidated Computer Services in the Governor’s Office of Administration for the Commonwealth, says they selected Unisys because it was clearly a premier company relative to mainframe computers. He points out that IBM is a major subcontractor for Unisys in this outsourcing agreement but that Unisys is the prime vendor and has ultimate responsibility to make sure it works.

The Whole Kit and Caboodle

Outsourcing Center, Kathleen Goolsby, Senior Writer

The Whole Kit and Caboodle – In round figures, the outsourcing contract between the U.S. Treasury and its supplier, Wang Government Services (a Getronics company) will be over $100 million over the life of the ten-year contract. Like the old kit and caboodle American saying, Treasury omitted nothing – it has outsourced the management of its entire infrastructure.

Get 3 Free Quotes
Book a Call
Get Resource Kit