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G4S is just the latest in a long line of outsourcing disasters

When will we learn?

Soldiers outside the Olympic stadium in east London. Photograph: Getty
Soldiers have been drafted in to help with security at the 2012 Olympics after G4S failed to recruit enough staff. Photograph: Getty

The left has long understood many of the many problems of outsourcing: the fact that it typically replaces at least semi-decently paid, full-time staff, with career paths and a commitment to the service ethic, with a casualised, often minimum wage, rapidly-changing group of workers who are struggling to survive – often working two or three jobs. (Even in “professional” areas such as GP surgeries and IT, relatively low pay and casualisation is the norm.) The cash not going to the work force is redirected into shareholders' pockets, all too often through off-shore, tax haven companies that fail to contribute tax to the society in which they're based, from which they’re extracting profits.

But most of all, we’ve understood that it doesn’t work. We’ve seen it fail again and again. The outsourcing of hospital cleaners contributed to a rise in hospital-acquired infections and super-bugs. Multiple government IT projects have gone seriously and expensively off the rails. Then there’s the still unfolding scandal of the ruinously expensive PFI scheme for hospitals (and other public institutions such as schools) which has just claimed its first victim, with the South London Healthcare NHS Trust going into administration. And railways and the Tube, and call centres…. the list goes on and on.

And now we’re finding, with G4S unable to guarantee that it will provide the contracted staff for the Olympics, that we’re calling on the army to help. So visitors to London will see a militarised Olympics, with expensively trained soldiers doing work that they have no training, and possibly no inclination, for. It’s difficult to know which is worse soldiers doing jobs they aren’t suited for or for that work to be done by some of the many £2.60/hour security “apprentices” that we learnt about during the Jubilee security outsourcing scandal. These arrangements for Olympics security may not be a recipe for public safety or confidence.

The writing is on the wall, but a lot more still has to be done to highlight the basic flaw of outsourcing, the reason why it does not, cannot work: the supplier of outsourced services and the purchaser have different objectives. It's as though your service is balanced on a rubber band held by two people running in different directions. Sooner or later it is going to snap, or one side be dragged back.

One small example from my working life, details anonymised for contractual reasons. At one time a widget producer had staff security people, who understood their job to be assisting in the smooth production of widgets. They knew the company, they knew the staff, they understood at least a bit about making widgets, and they used their common sense, their knowledge and some flexibility in applying the security rules to assist in the making of widgets. Then they were outsourced. New staff came in, employed by the security firm, for the purposes of security. They applied the rules as laid down by their company rigidly and inflexibly (indeed they were at risk of losing their job if they didn’t).

They didn’t know or care about the production of widgets, or that they were actively hampering their production. One told me – while I was trying to get a freelance widget worker through the system: “We’re subject to penetration tests you know.” (And no this wasn’t MI5 or Scotland Yard.) Cue rampant frustration, many wasted hours of staff time and a considerably less pleasant working environment. And fewer widgets produced.

As with so many aspects of our neo-liberal, hypercapitalist economy, outsourcing doesn’t work even in its own terms. It is a disaster, on financial, service and social grounds. We've got a government now that's ideologically wedded to it, as part of the "market knows best" religion, despite the obvious collapse of the case for that creed in the past few years, and the main opposition party that finds itself too close to its past failures to publicly recant – even if it wanted to, which given the return of Tony Blair you’d have to conclude it doesn’t. On top of that, we've got a whole generation of people in senior public service and private sector management with crisp, expensive and intellectually mediocre-to-worthless MBAs in this outsourcing "religion", who lack the knowledge of any other approach or the ability to adapt to the obvious facts under their nose.

There's a long road ahead to reverse direction from this outsourcing dead end. But we can start by saying, loudly, clearly and often, that outsourcing is a disaster. It does not, cannot, work as well as forms of organisation based on shared goals, whether they be co-operatives or public ownership at local or national level, or at least a company in which permanent, decently paid staff are working together towards the same aim.

Natalie Bennett is chair of Green Party Women and the former editor of the Guardian Weekly

 

15 comments

Caroline Crampton's picture

Comments on this article are now closed.

davidjohn865's picture

A free market economy never benefits the consumer.

I dont agree with aforesaid. everything has its own pro and cons. If policy maker are good enough than free market economy is just blessing.

johanna's picture

The post is interesting to read thanks

retar's picture

This would the provider I am expecting for. Make a quality note.

EmmaChen's picture

Being fit and healthy will naturally help your child to build confidence and lead a happy life but learning to ride a kid scooter can also bring about a great sense of achievement for your child.

Briar's picture

In fact one of the main reasons why public services are so demonised is because they do treat their workforces with a modicum of fairness. A major element in the privatisation process concerns the disempowerment of employees in the name of management effectiveness. Unsurprisingly both unions and the public services, seen as obstacles to entrepreneurial success and the liberation of capital, must therefore be pictured negatively. What is surprising is that both as employees and as recipients of the services, ordinary voters seem incapable of seeing that they are being stripped of all agency in their own lives and rendered as nothing more than a passive and disposible resource for capital to utilise.

Steve AM's picture

We won’t learn because in the end it’s all about the money and who is making money out of it.

Les Stroud's picture

The problem is not outsourcing, it's thinking that you can outsource (or delegate) and important task and not pay attention to it's execution.

Good management breaks outsourced projects down into replaceable, manageable chunks. This is important for oversight and for competition. If you size an outsourced chunk of work correctly, then you should be able to increase competition for that contract. If you structure the contract correctly, your oversight should be able to identify and replace problemed contractors.

These guys are all smart enough to know that. It's just that they are also all smart to know that it is easier to avoid political responsibility for failures when it can be blamed on an outside contractor.

matthew fox's picture

Classic Bojo, talks about outsourcing functions of the Met, the next day, the G4S scandal breaks.

I hope G4S pays the government for everything, from food, accomodation, travel and make they settle the bill by return.

mmphosis's picture

http://news.ycombinator.com/item?id=4243732

William Avery's picture

It's not only in the public sector that outsourcing often goes seriously awry and fails to deliver promised benefits. That said, the public servants who organize outsourcing often appear to have been culpably naive about the motives of the corporations they are using.

Christopher Nicholson's picture

With respect, I massively disagree. I've done work for four private sector financial organisations (two of which are the "big ones" that you've seen in the news recently) and their outsourcing of software development is disastrous. Some of the organisations have hit the headlines because of it, others haven't - but the predictions that we made years ago have all turned out true.

Scurra's picture

I have but one proposal for reforming business. If a company becomes so big that it needs managers to manage managers then it's probably too big and shouldn't be allowed to grow any bigger. Instead, several other companies would exist that would be able to compete with the first, and everyone would benefit, from the workers to the customers. And there would be far less incentive for the race to the bottom because the companies wouldn't be large enough to be able to exploit that. As soon as you have corporatist behemoths whose sole job is to maximise the return for their shareholders then these sort of incidents will happen all the time.

With luck this debaclé has killed off the possibility of privatising the police. It might even mark the turning point on outsourcing in general although I'm not holding my breath.

hugh markey's picture

Afghanistan here we come. That is if we don't slip on a banana skin.

Free(?) Enterprise

Livers's picture

The real problem is outsourcing stuff that is too big.

Few companies have the scale to deliver, so competition is limited. Poor competition means innovation and value added differentiation isn't worth it, because the threat of losing a contract isn't as great. Since the contracts are so weighty, they tend to have long terms and an inertia builds up to stop provider switch, which also removes a sense of competition.

Finally, the provider can walk away if it gets too tricky. So why should they take risks and invest heavily. It just isn't worth it.

A free market economy never benefits the consumer.

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