From another industry but a good rule of thumb on outsourcing is never do it for anything business critical . In airlines IT is critical outsource it at your peril but as you seem to be suffering from the MBA management syndrome of as long as it looks good for the next two years I dont care you are not going to get any sensible management input on anything
Good luck-I always enjoyed travelling with you folk in the past and it is sad to see whats becoming of CX