This is strictly about money, it saves UPS money moving ICS to LV, not how well LV has performed. In the future, if UPS thinks it could save money moving the TSC to India, you'll be gone too.
It would of been more cost effective to move ICS down to the TSC at the same time they were rolling off the Region TSCs, it was something that was dicussed then, since so much was being done it could of all been consolidated. However it wasn't done because they didn't believe it'd work out. The original corporate roll out group that was at the LV TSC was already putting into motion that the ICS and other support desks would soon be brought down. However because of the work load, and what ICS did at the time, which was far more then they do now, it was halted.
Recently, The first thing they looked at over a 2 month study of ICS, was if they did anything that was unique or unable to be done by TSC. The answer amounted to no. Everything ICS does lately is able to be done by a tech or lead tech from Las Vegas with further training. Anything that would of been too hard for a TSC, or required years of experience was often getting sent to third level apps groups anyways. I will say there is certain ICS techs that are fantastic to deal with and are great technicians, on the other hand there is also the same amount that are horrible and rarely know what they are doing. The exact same can be said about TSC, and even more so about TSG.
On the note of TSGs getting more work:
When a TSG calls into TSC for anything other then a valid escalation, they are failing at their job. There is no resource or magical buttons that TSC has to fix TSG issues, TSGs have the exact same document access and solution searches we do. However TSGs were used to the Region TSCs doing their work for them. The quality didn't degrade, the workload was just pushed off to the proper place. TSGs we talk to often don't want to do the long fixes and look for ways out, or ways to get someone else to do it for them. The greatest TSGs are the ones that never have to call TSC.
On the note of Self Swap:
Its about convenience and time management. Why should a user need to call TSC, to dispatch a Service order that a TSG might not feel like doing in the middle of the night, we've had tsgs flat out refuse sev 5s and 2s because they were too tired, they were too far way, or they just cancelled it, or even when the tsg does respond promptly they still have more downtime. A preload user/supervisor can easily grab a spare printer,scanner, monitor etc throw it on the workstation and at the most need to call TSC for a quick reinstall. That process is far more efficiency for operations then sending a tsg. Same with replacing simple hardware, mice, keyboard, print toner/ink.