Few of my regular readers will be surprised by this story:
The US corporation hired monster management consultancy firm Accenture in August 2016 to completely revamp its online presence. The new site was due to go live in December 2017. But a failure to get on top of things led to a delay to January 2018, and then a second delay to April 2018 which was then also missed, we’re told.
As Hertz endured the delays, it found itself immersed in a nightmare: a product and design that apparently didn’t do half of what was specified and still wasn’t finished. “By that point, Hertz no longer had any confidence that Accenture was capable of completing the project, and Hertz terminated Accenture,” the car rental company complained in a lawsuit [PDF] lodged against Accenture in New York this month.
Hertz is suing for the $32m it paid Accenture in fees to get to that aborted stage, and it wants more millions to cover the cost of fixing the mess. “Accenture never delivered a functional website or mobile app,” Hertz claimed.
The whole thing is worth reading, even if just to reconfirm what most of us already know about the practice of hiring large consulting firms. From getting the basics wrong:
Among the most mind-boggling allegations in Hertz’s filed complaint is that Accenture didn’t incorporate a responsive design, in which webpages automatically resize to accommodate the visitor’s screen size whether they are using a phone, tablet, desktop, or laptop.
To bait-and-switch tactics:
The team working on the project was pulled off by Accenture “but their replacements did not have the same level of experience, and a good deal of knowledge was lost in the transition.
And the inevitable extras:
When the rental giant’s execs asked where the tablet version was, Accenture “demanded hundreds of thousands of dollars in additional fees to deliver the promised medium-sized layout.”
It’s all there.
(Via Tim Almond)