The Equal Employment Opportunity Commission has decided to privatize operations of a national customer service center. And not without controversy.
Critics are concerned "that this is just a front to downsize the EEOC's staff" and that contractors "tend to lack appropriate training to field EEO questions. . . and typically have high turnover rates." Never mind that every day private company's customer service centers probably answer more calls than all the fed's do in a month.
A real concern, however, is that the EEOC may not have done enough work to establish its baseline date--an assessment of existing workload and performance--that will help it decide what to ask the contractor to do and how to get the most out of the privatization. A common and often very painful error. Let's hope EEOC gets its ducks in a row before they launch.