No Contingencies Available
Therw were/are no alternatives put in place to fill the gap left by the closure of th service desk.In short no forward planning.LH CC have been slowly and methodically ostracized from the business over the last five years.There is now no real point of contact between employees and employer.The fish bowl is in no way a desirable point of contact .Their role is strictly punitive.
This is why the service desk's role was crucial.The guys at the BOS desk have been inundated by enquiries that were normally taken care of by the desk.OPs similarly have been inundated with enquiries.This is the crux of the problem.No forward planning.No transition period.It is not clever to remove something that been a function for over forty years overnight.it will take months for things to settle and information and systems altered.
In the mean time chaos is the order of the day.This is not management.Its incompetence.This is not the way to re engage 15% of your workforce
Its not the fact that it was done.Its the way in which it was done