This is really it. Board of directors set goals, say reducing costs, they offer a big bonus, you meet the goal, get the big bonus. Problems become someone else's proble. You buy a big car, house, go to fancy non-profit's $500 dinners.
This is definitely one major issue. At the top. The challenge at the top is that these outsourcing contracts are for many millions of dollars. They are often written in such a way that the parent cannot dictate how the outsourcing firm conducts business. The parent fills out a ticket and the outsourcer assigns the ticket to a resource and marks the ticket complete. The issue here is that this is not a bug related to email or Login credentials. This is an airplane with folks relying on it for safety of flight.