Why I Don’t Like the “Uberization” of Professional IT and Telecom Services

The “Uberization” of industries has brought convenience and affordability to many sectors, but when it comes to professional IT and telecom services, this model presents serious concerns. The idea of on-demand, gig-based work may work well for ride-sharing or food delivery, but IT and telecom services require a depth of expertise, reliability, and professionalism that the “Uberization” model often fails to provide. Here’s why I believe this approach is problematic for the IT and telecom industry.

1. Erosion of Expertise and Knowledge

IT and telecom services are complex fields that demand specialized knowledge and years of experience. Unlike simple gig tasks, these services often involve intricate systems that require a deep understanding of networking, cybersecurity, infrastructure, and more. The “Uberization” model tends to prioritize availability and low cost over expertise, leading to a dilution of quality. Clients may end up with technicians who lack the necessary skills to effectively manage or troubleshoot sophisticated systems, which can lead to costly mistakes and downtime.

2. Compromised Quality of Service

Professional IT and telecom services are not one-size-fits-all. They require a tailored approach to meet the specific needs of each client, whether it’s setting up a network, managing telecom systems, or ensuring cybersecurity. The focus on speed and low cost in the “Uberization” model can result in a rush to complete jobs, often at the expense of thoroughness and quality. This can lead to suboptimal solutions, increased vulnerabilities, and a lack of long-term reliability, all of which are critical in IT and telecom services.

3. The Real Impact: A Mess of Cables and Poor Workmanship

To illustrate the consequences of “Uberized” IT and telecom services, I would like to share some photos taken at clients' sites after they received services from gig-based technicians. The results are alarming and highlight a real issue for the entire IT and telecom industry. Instead of maintaining high standards of cable management, proper equipment labeling, and overall cleanliness, these low-paid, inexperienced technicians often leave behind a mess of tangled cables, poorly labeled or unlabeled equipment, and debris scattered around. This lack of professionalism not only reflects poorly on the industry but also creates long-term issues for clients who rely on well-organized and reliable systems.

4. Inconsistent Service and Lack of Continuity

One of the major issues with “Uberized” services is the inconsistency in the level of service provided. When clients are matched with random technicians for each service request, there’s a lack of continuity, which is particularly problematic in IT and telecom. These fields often require ongoing maintenance, monitoring, and a deep understanding of the client’s specific infrastructure. Without continuity, it becomes difficult to build a cohesive strategy, resulting in fragmented services and potential gaps in support.

5. Undermining Professional Relationships

Successful IT and telecom services are built on strong professional relationships. Trust, communication, and a deep understanding of the client’s business needs are essential for delivering effective solutions. The gig-based nature of “Uberization” undermines these relationships, reducing interactions to mere transactions. This shift can lead to a lack of trust and a disconnect between the service provider and the client, ultimately affecting the quality of service and customer satisfaction.

6. Limited Professional Development

The gig economy, which drives the “Uberization” model, often lacks the infrastructure for professional growth and development. Traditional IT and telecom roles offer opportunities for ongoing training, mentorship, and career advancement. In contrast, the gig model tends to focus on short-term engagements with little to no investment in skill development. This can lead to a stagnation of skills and a decrease in overall industry standards, as professionals are not given the chance to deepen their expertise or keep up with evolving technologies.

7. Devaluation of Skilled Labor

The “Uberization” model often results in a race to the bottom, where service providers are pressured to lower their rates to remain competitive. This devaluation of skilled labor is particularly troubling in IT and telecom, where the cost of cutting corners can be extremely high. Cheap, inexperienced labor can lead to serious issues such as security breaches, network failures, and prolonged downtime, all of which can have devastating consequences for businesses.

8. Uber-Like Services Aren’t Cheaper in the Long Run

While “Uberized” services may appear cheaper upfront, they can end up costing more in the long run. Consider the scenario: an “Uber-like” technician arrives on-site for the first time, unfamiliar with the setup and lacking any documentation of the site. Time is wasted identifying equipment, deciphering work orders, and figuring out the environment. This inefficiency means the technician spends twice as long on a job that a professional could complete in an hour, all while delivering lower quality and lacking accountability. Do you really want to pay more for a service that’s slower, less reliable, and prone to errors?

Conclusion

While the “Uberization” of services has introduced convenience and cost savings in various industries, applying this model to professional IT and telecom services is fraught with risks. The erosion of expertise, compromised service quality, inconsistency, weakened professional relationships, limited opportunities for development, devaluation of skilled labor, and hidden costs are all significant concerns.

IT and telecom services require a high level of expertise, commitment, and continuity that the “Uberization” model simply cannot provide. For businesses that depend on reliable, secure, and high-quality IT and telecom services, it’s essential to work with dedicated professionals who understand the complexities of these systems and are committed to long-term success. The true value in IT and telecom services lies in expertise, trust, and quality—values that cannot be replaced by a gig-based approach.