Not always down to the outsoucer
The problem with outsourcing and quite often with those who criticise it is that the actual party looking to outsource a)does not know what their IT people do, b)has no idea of the true cost of IT and c)gets rid of the people to manage the outsourcer because hey there is no IT department to be managed anymore.
For example someone asks for a one hour webinar and gets charged £3,000. Or you can actually break the task down in to its constituent parts; someone spends couple of hours finding out what it is that the customer actually wants rather than the vague statement a webinar on Software as a Service; then they write a presentation for a couple of hours to make sure it meets the requirements that were provided and then they prepare for the presentation to make it polished and professional. Suddenly the one hour webinar turns in to a whole day piece of work (and note I left out all the stuff about finding out whether the customer's own infrastructure supports webinars in the first place).
It is the same with light bulbs. What's that I hear you say £60 to change a light bulb that's a rip off. Of course if there is no one to buy the light bulb, no one to find someone to go and change it, no one to order a replacement for the failed one so that we have one in the cupboard for the next one to fail rather than waiting until someone pops to B&Q to buy one (which of course will a 2 hour round trip).
Outsourcing works for companies who know what their IT departments do, the value they provide the true costs of providing that service and the tasks and activities that take place in order to deliver the current in house services. The problem is that such companies are few and far between.
And the problem with having lots of companies doing different bits of work is that someone needs to manage them all and that, in today's public sector, means getting a SMI in to that job.
The UK Govt keeps pushing outsourcing because of an erroneous belief that private is best. this has been a driver for years and explains PFI as much as IT oursourcing. The problem is that outsources inherit the same "inefficient" staff that the Govt claims exist in the public sector which is why outsourcing will be cheaper in their view and they also inherit the same inefficient customer who doesn't know what they need in the first place.