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dapaterson said:We automate processes to eliminate clerical (lower-paid) functions, and replace their efforts with higher-paid people trying to understand the minutia of the processes the clerks did.
Of course, we rarely simplify the processes and take advantage of automation; rather, we automate a paper heavy process, retain its workflow, but add in computers making things longer, more complex - but with fewer people to deliver, and no one dedicated to the function.
Or, if you're some IT systems, you promise personnel savings, deliver a reduced solution late, but cut the personnel who should have been leading the transformation effort per your original schedule so you can claim an early RoI, and then wrap up millions over budget with a system that's fine on the shop floor, but not so good in deployed, austere locations with limited bandwidth.
.... and then we forget how to do the simplest, old school, customer service things right, like answering the phone
Millions of calls to government agencies go unanswered: Auditor General