Revelations of clients: 10 main claims to IT contractors

Failure to meet time constraints

Tightening of delivery dates or execution of works on the project for various reasons was noted by almost all respondents of TAdviser of the organization. The registered responsibility in the form of a penalty fee for delays in the agreement not always works as an insurance in this case. According to a card file of arbitration court, failures to meet time constraints – one of the most widespread reasons for judicial proceedings between IT suppliers and customers along with low quality of works.

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Services of inadequate quality – one more most widespread problem of IT customers.

Often the supplier of service has very remote understanding about quality control process. Because of it we are forced to bear additional expenditure for ensuring process on the party. Therefore for risk minimization we turn on in agreements quality criterions and other legal levers for quality management of the provided services, - Konstantin Gorelik, the director of the department of implementation and support of Yota says.

In a public sector this problem has the features. The manager of projects of RT-Inform Denis Semyonov notes that he of relationship of contractors and customers in a public sector is regulated by regulations of laws on purchases 223-FZ and 44-FZ. With respect thereto often the defining factor of the choice of contractors is the cost of the offer, at the same time it is not always possible to check quality and skill level of contractors.

The low level of qualification does not allow to fulfill the obligations registered by the agreement that, eventually, affects quality of the performed works and leads to failures to meet time constraints, - he says.

Documents are a nonsense

The negligent or inattentive relation to documentation occurs among suppliers. This problem purchases the greatest sharpness in a public sector.

The contractor can make a remarkable system, but at the same time at all forget that according to technical specifications documents are necessary. It is senseless to speak "that you carp, a system works!" - at the customer of a hand are connected. Without necessary documents we cannot pay work, - Irina Sirenko, the deputy manager of DIT of Moscow explains.

Irina Sirenko notes also existence and such cases as inattention to terms of reference. Some contractors do not get a grasp of parts of technical specifications, ignore that it seems to them a trifle. As a result, when understanding comes that because of these "trifles" they cannot perform the contract, begin to ask to make changes to the government contract, but 44-FZ it do not allow. A result sad – contract cancelation and inclusion in the register of unfair suppliers, the representative of DIT of Moscow summarizes.

Andrey Burlutsky, the director of information technology of Sibur, notes that the contractor often estimates implementation of terms of reference only on fingers, without going into detail – reads on tops. Determines both terms, and cost by them. It turns out less at a decision-making stage, and upon – the project only drags on when on the course of its implementation to the contractor understanding of an essence of works comes.

Here a case from practice - we held an open tender through our b2b-platform on lease of a communication channel Moscow-Blagoveshchensk. The proposal of one of bidders caused in us a little shock. The price significantly exceeded all objective digits. It appeared, colleagues mixed our Blagoveshchensk in Bashkiria with that which in the Far East. Certainly, in terms of reference the territorial subject of the federation was accurately designated, - Burlutsky TAdviser told.

"Exaggerated doll"

Sometimes suppliers say presence at themselves of larger experience and examination to catch the project.

There are cases when the company declares presence of examination at it in implementation of IT projects in this or that area, and in the course of work we understand that their examination does not correspond to our necessary bank to level, - Roman Yakovlev, the chief of the department of development of information systems of Raiffeisenbank says.

Sometimes the contractor considers that the purposes declared by the customer are not the purposes at all, and on "one-two", and speaks about presence at it of enormous experience of project implementation many times more difficult, note in Sibur. In practice it turns out that not such and the contractor has an experience, and projects were executed by subcontractor, and they only sat next and looked.

At the wrong door

There are quite unpleasant IT partner who neglect communication with the IT staff of the company, and directly throw with offers, price lists, advertizing directly top management of the company, the director of information technology of PPK of TechnoNIKOL corporation Vladislav Utkin tells.

In our case similar offers often send directly to the owner of the company. For me it is unclear what similar partners expect? On the fact that the owner himself will make the decision and by order will force the Chief information officer to buy this or that IT service? In my understanding these partners behave incorrectly and is even offensive. It is very difficult to work with such partners who do not respect the colleagues in the company afterwards, - Utkin considers.

Third wheel

Irina Sirenko from DIT of Moscow notes that one more frequent problem concerns contracts performed by which in addition to the state customer and the contractor the third parties participate – in a case with DIT it is users of future system from industry departments. Too it is necessary to work with them – to receive confirmations, documents. Contractors quite often remember it at the last minute and try to shift an approval burden to the main customer, Sirenko notes.

Discord between vendor and integrator

Very irritates also rearrangement of responsibility in a sheaf "vendor – integrator", Andrey Burlutsky from Sibur notes. At any deviation one points to another – and as a result of a problem in interaction of participants of this sheaf the client solves.

Therefore we aim to work with firmly the settled tandems which will not spoil nerves to either us, or themselves, and will agree about everything ashore, before start of the project, - Burlutsky says.

Bonus from the supplier – a noise to the tender

During the work with any large producer there is such system as fixation of the special prices for the partner who the first addressed the producer, Vladislav Utkin from TechnoNIKOL says. As a result it turns out that any attempts in carrying out the fair tender come down on zero since the first responded partner obviously receives unequal conditions. It is quite difficult speak about the optimal offer in these conditions and about open tenders.

It is necessary to fight against it constantly, to strictly stop similar actions and to communicate constantly with managers of the producer, i.e., to constantly control the transaction on "the manual drive". As result: dead time, the spoiled relations, the opaque scheme raising questions at auditors, - the representative of TechnoNIKOL notes.

Surprises at the height of the project

Sometimes the contractor says that everything is good, already half a year goes the project, but the nuance because of which everything that they did before can be thrown out because couple of the moments were not considered emerged, tell in Sibur. Sometimes at the same time the contractor suggests also to pay in addition as he does all over again. In this case in emergency mode it is necessary to reconcile budgets \resources \terms, reducing thereby the reputation.

Backwardness from life

Raiffeisenbank says that sometimes face the companies which in the presence at them necessary examination, for one reason or another do not aim to implement modern development approaches of the software: flexible methodologies, test automation and others. It is one of the factors influencing the solution of bank to develop and implement more difficult projects by own forces.

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