Outsourcing IT services : is it feasible for the Water Services Corporation?

Abstract

Organizations, both private and public, are constantly trying to place more focus on their main line of business. Measures, such as the outsourcing of secondary activities, are sometimes being taken for strategic purposes. The Water Services Corporation recently outsourced the software maintenance tasks related to the billing system. The feasibility of such decisions is not solely financial. The monetary benefit of such agreements has been eliminated from this paper. Instead, this study compares the quality and performance of the software maintenance service before and after the outsourcing agreement. Data was collected in the form of a questionnaire from the actual users of the system.