In case you wondered what things have been like lately at my job- here's one of the bigger problems. What this article doesn't clearly state is that when the agency started the call center, the stat monkeys said "in order to run this based on the expected call volume, we'll need
x amount of people on the phones." The legislature, in all its wisdom, said "too bad, you'll get
x-8 and like it." So the call center
started out understaffed (even when we are fully staffed, if you follow me- which isn't often, since it is a stressful job and there's a fairly high turn over rate), these horrified politicians knew it, and have continued to deny the call center funds to even catch up staff-wise with the increased call volume. There was also no mention at all of the very ill-timed switch to a new entry system that took effect September first, always our busiest month, and which the workers had to learn on the fly- increasing my call times by quite a lot, and probably others by substantially more, since most people here are not computer-savvy and can't adjust as well.
The tin-foil hat contingent here thinks we're being set up for failure so that Gov.Goodhair (a pox upon his ass) can have justification to privatize. I don't even want to think about that.
( the article )