WElcome to the world of outsourcing.
This isn't new for IBM, CSC, etc ... when they take over your outsourced operation.
They bid for the work and then determine on how to do that work cheaper and with the greatest profit margin.
Looking over the history, outsourcing failed at Montgomery Wards in the 80's-90's, and more recently at Sears where they went from IBM to CSC and back to their own internal employees.
Lowest cost workers does not guarantee the best quality. So for example, your customer service goes from satisfactory to barely acceptable.
Too bad the person making the decision usually has no clue about how to run a proper IT shop. That's what got them in to the trouble in the first place.