A tale of bureaucracy
As readers of my blog will know I have been working from home since late January. In February my company and I decided that home working was probably for me and that I we should make the switch permanent. It’s been a low process to get official designation as a home worker, but that did finally arrive on the 19th of August. I wanted to share with you the story of getting a business line and broadband installed.
- I get an email from Ms C in HR with two forms, one completed by HR and one that I need to complete
- I correct an error on Form A filled in by Ms C
- Form A is a request for quotation from BT and justification which needs to be sent to Mr X in Internal IT. Form B is another justification which needs to be sent to my manager along with the Quote and then needs to be sent to Mr X
- I send Form A to Mr X
- I then receive a phone call from Mr Y from BT asking me what I need so that they can install it. I have already provided all this information once on Form A.
- We agree a date for installation; I am impressed the process was quick and simple!
- 10 minutes later I receive another phone call from Mr Y telling me that he has made a mistake; apparently he is only meant to provide a quote and not schedule an installation.
- I then receive an email from Mr Z asking me to fill in form A and send it to Mr X. I reply saying I have already sent Form A to Mr X.
- My Z replies apologising and says he will ask BT for a quote for “ADSL single 550 plug and go”
- I reply to Mr Z that this does not meet my requirement, which I specified on Form A, for a router, not a USB modem and for a 1mb rather than 512mb.
- Mr Z replies saying he will ask BT to Quote for that.
- A nice lady from BT rings me and asks me the same questions I answered on form A again, and says she will quote for a Router and ADSL 1000.
- The quote never arrives but I get an email saying that Mr X will only approve “ADSL single 550 plug and go”, which puts me back to step 10. Why bother going through steps 11 and 12!
- I reply again that this does not meet the requirement, and ask who I need to speak to to resolve this issue.
- Once I get the quote I then need to send it to my manager for approval and then forward that approval, the quote and “Form A” AGAIN to Mr X and Mr A. I will also need a booking code which my manager will provide.
- These will then be forwarded to our Customer Order Fulfilment team who will raise an order on BT
- Then Mr Y will probably ring me back so I can get back to step 4.
What’s interesting about this process?
- The pricing is standard, so why do we need all of this quoting
- Almost all home workers get a business line and broadband connection, the home working and other associated expenses have already been approved and a booking code assigned so why two approvals in serial?
- It’s interesting that I never see the quote so I am not able to contibute to the discussion as to whether the option quoted is Correct, or Cost Effective. However if I look at the BT personal service, 1Mb rather than 512Mb costs £3/month more, and a router costs about £20 more. For a service upon which I am totally dependant every day and utilise heavily this means that someone considers 18p a day too expensive!
- It’s probably much cheaper to keep my residential connection and existing router, upgrade it to 1Mb/s and add a second soft line, or setup auto redirect to my Mobile so we don’t miss incoming calls.
- It’s a lot easier when you do it yourself!