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It is the same story every fiscal quarter. They chase these artificial efficiency metrics to boost the stock price for the short term, but anyone who actually works in the field knows the network is being held together by tape and luck. When the major outages hit, they act surprised, but you cannot bleed an organization dry of its experienced technicians and expect the same level of service. It is demoralizing to watch, and at this point, the service quality is inevitably going to take a nose dive across the board.
Honestly, the 'efficiency' narrative is just a way to justify gutting the pension-eligible workforce. They replace seasoned veterans with third-party contractors who have no institutional knowledge or loyalty to the infrastructure. I’ve seen departments where there is practically no one left who remembers how the legacy systems actually function. It is a slow-motion disaster that the leadership seems happy to ignore as long as they can report lower overhead for the next earnings call.