By Tony Collins
An outsourcing contract may work well in general, but what when things go wrong and the customer needs non-routine or extra-contractual information and answers from the supplier ?
The Post Office has received a reliable, nationwide IT service from Fujitsu for more than 14 years. A centrally-imposed contract ties in post offices across the country to using Fujitsu’s Horizon accounting system
The Post Office is delighted with the system and the service, and always has been. For some years its officials considered Horizon infallible, according to evidence given to the Business, Innovation and Skills Committee last week.
Fujitsu has continued to enhance the system and service – sometimes at its own cost. Most post office staff have had no complaints with the system – but more than 150 subpostmasters say they have had problems that, in some cases, have ruined their lives.
During a hearing that lasted nearly…
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