Does anyone have suggestions on how to deal with a government vendor contracted to deploy and maintain a COTS software system who doesn’t have any contractual requirements regarding responsiveness, customer service, etc.? Right now I’m being told the government is actually being held hostage by this small company and there’s nothing we can do about improving their performance unless they choose to do so. Of course the government is giving them more business (hey, it is the government) so this issue is unlikely to go away anytime soon. I’ve recommended several things to try to resolve this and each idea has been shot down as “too costly”, or “the company won’t care”. So we continue to do nothing but grow more and more frustrated.
I realize we are most likely at the company’s mercy, but any help would be appreciated. Thanks!
