Most companies are happy if they can get two out of three.
In fact, rather than belabouring the passport agency for what is being seen as another computer disaster, the technology installed by Siemens Business Systems may well prove to be a success. The agency did win a government charter mark earlier this year, partly for customer service. Rather than blaming computers, perhaps we should be blaming managers who shed staff too soon. What they should have done is run old and new systems in parallel until they were confident that the new system could take over. However, it costs more to do it that way, and that's hard to justify if a system has been installed to save money rather than increase the level and quality of service.