I genuinely want to deliver a good service to our customer, but I’m constantly blocked from doing so. At this point, I’ve more or less given up trying.
The client wants something relatively simple, yet getting it done feels almost impossible. I don’t have the access, authority, or trust needed to make the required change.
Even with an agreed task, every individual step has to be re-approved by someone else — often with different interpretations or priorities. Eventually, someone may action it, but more often than not it’s done incorrectly. I then can’t see what’s actually been changed, so I’m unable to diagnose why it still doesn’t work.
The end result is that I often have to resubmit the same ask and hope that next time someone different both understands it and implements it correctly. It’s an incredibly inefficient way of working, and it makes delivering a quality outcome for the customer far harder than it needs to be.
What’s most frustrating is that management appear to see this as acceptable — even desirable — because we charge by the hour. The more friction there is, the more time is spent, and the more the client ultimately pays.
There has to be a better way, but I’m surrounded by people who insist there isn’t. We’re not keeping customers happy - we’re not keeping customers at all. They won’t be won over by a new logo or rebrand — they want the way we work to change. And while people continue to feel undervalued, it’s hard to see how that change will happen at DXC.