May be like other rebadging efforts their job functions are being outsourced to a vendor.
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There are a lot of companies out there that are really good at using the states money. It's been like that for decades and it's not going to change. Just because they aren't busy this week doesn't mean they won't be next week. When nobody is calling to log a ticket that could be a good thing.
Every single imbecile at director level and higher, as well as most of the managers, should have been fired a very long time ago. These people couldn't manage an actual dumpster fire.
Gainwell is spending the states' money (aka taxpayers aka US), and wasting the money they get from Veritas to run the place. It would seem that DOGE could easily sort it all out with enough time and focus.
Gainwell is really good at spending other peoples money.