Industry news

  • 22 Aug 2016 12:00 AM | Anonymous

    The European Outsourcing Association (EOA) has now announced the names of the 2016 EOA Awards shortlist.

    The EOA Awards were established to recognise and celebrate the significant achievements of companies who have demonstrated innovation, excellence and best-practice in pan-European outsourcing. Now in its seventh year, the EOA Awards see the inclusion of European Automation Project of the year, and Award for Best Partner Eco-system for the first time.

    Kerry Hallard, CEO of the NOA and Director of the EOA, commented: “This year we’ve had an unprecedented number of entries of excellent quality, which really is indicative of the high standard of outsourcing programmes being implemented across Europe. The sheer variety of submissions from both buyers and service providers demonstrates the ever-growing diversity of programmes and collaborations in this dynamic outsourcing industry. The shortlist is truly representative of the best and brightest that European outsourcing has to offer, with innovation, collaboration and customer-centricity inherently featured throughout. The award winners will be announced in Sofia on 6th October and we’re very excited to see which partnerships and organisations will be crowned as the best of Europe’s outsourcing elite.”

    The full shortlist is

    European BPO Contract of the Year

    • Ericsson and Turkcell

    • Intelenet Global Services and Barclays

    • Mindpearl and European Airline

    • Mindpearl and Asian Airline

    European IT Outsourcing Project of the Year

    • Allied Irish Bank

    • EPAM and Delhaize

    • Indra Sistemas SA and Telefonica

    • Intelenet Global Services and National Rail Enquiries

    • SoftServe and Outcomes Based Healthcare (OBH)

    European Automation Project of the Year

    • Concentrix

    • Conectys

    • Thoughtonomy and Computacenter

    European Service Provider of the Year: SME

    • Accedia

    • Questers

    • ScaleFocus

    European Service Provider of the Year: Corporate

    • Ciklum

    • GVK Bio

    • Itera

    • Sykes

    • Version 1

    European Law Firm of the Year

    • Bird and Bird

    • CMS

    • DLA Piper

    • Herbert Smith Freehills

    • Slaughter and May

    Award for Advisory of the Year

    • Aecus

    • Elixirr

    • KPMG

    Award for Best Partner Ecosystem

    • AIB

    • Ericsson Turkey

    • Miratech

    Award for Innovation in Pan-European Outsourcing

    • AIB

    • Ericsson Turkey and Turkcell

    • ICB - Interconsult Bulgaria LTD and Kongsberg Maritime

    • BP and Olswang

    • Sykes

    Outsourcing Destination of the Year

    • Belarus

    • Egypt

    • Fiji

    • Sri Lanka

    European Shared Service Centre of the Year

    • Mercer Services Delivery Centre Poland

    • Sykes

    Award for Corporate Social Responsibility (CSR)

    • IBA Group

    • Spi Global

  • 22 Aug 2016 12:00 AM | Anonymous

    The perception of cyber security being an IT issue is as myopic as it is commercially disastrous; because it involves people, the complexity of an insider threat ranks as the highest risk of data loss. Indeed, personal IT may be more valuable to attack than Corporate IT resources.

    Sensitive data may be susceptible to breaches that can cause untold damage to brand & reputation, with exposure of client information, interests, IP, trade secrets and serious if not catastrophic business interruption & ultimately severe economic fracture.

    Throw into the mix the exponential threat of encrypting ransomware, having robust cybersecurity has never been as critical. Once the cyber criminals have stolen the files and encrypted them, no security software is able restore or return them. In such a scenario you would find yourself either paying the ransom (currently the default position of the FBI) with no guarantee of regaining the files, or simply cutting your losses, which in the case of valuable data is a tough call to make.

    While anti-malware and anti-ransomware programmes are not the definitive panacea; what needs to evolve is better social education in order to stay ahead of the game. As laborious as it is, regular system backups should become standard as well as cloud storage with a high level encryption being an option.

    In the latter years companies are beginning to address the issues that cyber security raises and are taking logical steps toward protecting their systems. The key protocols being to prevent and defend; protecting data whilst mitigating risk is key to managing organisation’s privacy and ensuring the security of confidential client information. By employing prudent measures & fostering the right relationships, organisations can increase their security and minimise risk exposure organically.

    Increasing Awareness

    Sadly & somewhat unsurprisingly the insider threat arises from employees & partners who’ve become compromised.

    Whilst most incidents are not maliciously motivated, they nevertheless arise from people’s fallibility and misinformation. A somewhat alarming statistic is that 60% of people finding a USB stick will put it into their PC.

    Targeted attacks are a different ball game completely with criminals leading industrialised attack methods, hoodwinking traditional information security. A game changer indeed, with industries in the position of having to raise their game, significantly. The number one cause of supply chain failure is IT/telecom outage, with cyber-attack at number 4.

    RISK Assessment

    By undertaking this 6-step risk assessment companies will receive a review of their existing capability with a roadmap that will ensure continued safe operation.

    1. Understanding Objectives

    Focus on business objectives to appreciate aims and to form the “To-Be” future state Cyber Security strategy

    2. Business Impact Assessment

    Determine the potential business impact in the event of a compromise

    3. Threat Assessment

    Assessment of the Cyber Security threat & identify sources that seek to compromise the firm’s sensitive assets

    4. Vulnerability Assessment

    Identify document security vulnerabilities in existing technology, people & protocols; create “As-ls” current position

    5. Risk Evaluation

    Evaluation of remaining risk factors & the risk rating for each. Output is a prioritised Cyber Risk Register

    6. Strategy & Roadmap

    Roadmap of tactical & strategic measures to ensure ongoing defence of systems and assets

    Executive Views

    • Sept (2014) The UK gov announced suppliers bidding for public contracts would have to meet new cyber security standards

    • May (2015) Aon Risk Solutions highlighted cyber risk had moved into the top 10 global threats for business for the first time

    • Rory Moloney, Chief Executive, and Aon Global Risk Consulting, said: While new risks such as cyber have moved to the centre stage, established risks such as damage to reputation or brand are taking on new dimensions and complexities. The interconnected nature of these risks reinforces the importance…..”

    • According to a 2015 global Private Equity survey conducted by EY, entitled ‘Positioning to Win’, a top risk highlighted by CFOs is cyber security

    • Andrew Coulcher, Director of Customer Solutions, CIPS said: “This is one of the biggest issues of our time as procurement professionals we need the right tools and support to meet these challenges head on.”

    • Costs of cyber security breach are estimated by CIPS as anywhere between £600k to 1.15m for large businesses or 65k to 115k for small businesses.

    • The Ponemon Institute estimated that a breach in the financial services sector would cost $217 per record. For example, for Target’s 110 million records breached, the costs would be substantial enough to put a fund out of business.

    Cyber Essentials

    • UK Government ‘Cyber Essentials’ is a set of controls offering Public and Private Sector organisations a sound foundation of basic cyber hygiene measures.

    • Firms such as AIG are offering incentives to businesses to become certified.

    • Larger organisations, such as HP, are also beginning to demand accreditation.

    • The five key controls are: boundary firewalls and internet gateways; secure configuration; user access control; malware protection; and patch management.

    • There are two levels of assurance available to satisfy the requirement; ‘Cyber Essentials’ and ‘Cyber Essentials Plus’.

    • Cyber Essentials provides a cost-effective foundation of basic measures that can defend against the increasing threat of cyber-attack.

    • “Cyber Essentials is a single, government and industry endorsed cyber security certification. It is accessible for businesses of all sizes and sectors to adopt

    • The UK standards are based on the ISO/ESEC 27000 series, providing a basis for checking the IT security of elements in the global supply chain.

    What Happens Next?

    The battle against cyber threats is not a finite one, with a one solution fits all approach, nor is it a problem that can be easily circumvented, but rather a multifarious entity that organizations must continuously adapt and evolve to. Even more alarming is the advent of zero-day threats where malware agents exploit unknown vulnerabilities; this is arguably the next generation of security threat. With the NCA calling for greater measures to enact behavioural change, cyber security has become the critical corporate agenda issue from both a technical pain- point & a board level responsibility.

    However, with cyber criminals employing yet more sophisticated strategies to displace and rupture systems, organizations must adopt a robust appraisal of the current exposure level, seek an expert roadmap to counteract key risks and an on-going system which allows for the amorphous and unpredictable nature of the threat.

    Cyber Webinar: How Safe Are You?

    City based procurement specialists Turnstone Services are gearing up to present the latest in an exclusive webinar series in association with cyber risk specialists Aprose Risk addressing the core issues around cyber security within the supply chain, to include;

    • Expert insight into the five most common cyber threats today

    • Three examples of supply chain cyber breaches that could happen to you

    • Key lessons learned from the Target supply chain breach

    • Best practices you can implement to managing the cyber risk from your partners

    • The overlooked aspects of security that are critical to avoid a breach

    • Suggested strategic actions and quick wins to improve your security posture

    Hosted by industry experts;

    -Mark Satterthwaite is a specialist consultant at Turnstone with procurement expertise spanning 20 years in both public & private sectors.

    -Andy is Chief Information Security Officer at Aprose Risk, a specialist Cyber Risk and Resilience Consultancy. He advises senior stakeholders at public and private sector organisations on effective strategies to reduce the risk and impact of cyber-related incidents. He is Fellow of the British Computer Society.

    Cyber Security: How Safe Are You? Tuesday September 6th at 8.30am

    Register here today: : https://attendee.gotowebinar.com/register/5519830222986658818

  • 18 Aug 2016 12:00 AM | Anonymous

    The Co-op has warned that the effect of the uncertain economic climate post Brexit has caused its capital reserves to deplete. The falling unemployment and poor property market condition are also warned by the bank to have a negative effect on its prospects. The bank revealed a narrow loss of £177m for the first half of the year.

    All banks are facing further challenges to raise profits after the Bank of England’s decision to cut interest rates to 0.25%.

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    Related news: 44% of retailers expect negative impact in their supply chain as a result of Brexit

  • 18 Aug 2016 12:00 AM | Anonymous

    The BBC has announced MetroGroup will be providing data for forecasting from next spring. The new contract ends the BBC’s 90 year relationship with the Met Office having provided data since its very first weather bulletin in November 1922.

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    Related: IBM to replace Steria as BBC’s financial services provider

  • 18 Aug 2016 12:00 AM | Anonymous

    CRN have reported that Cisco System inc will be cutting its global workforce by 14,000 employees, which is nearly 20 per cent of its entire employee base. If the cuts are confirmed it would be the second largescale staff reduction in the tech industry following Intel Corps 12,000 layoff in April.

    Cisco is due to release its quarterly results shortly and expected to announce its plan to cut staff in the coming weeks.

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    Related: Wipro tempts Cisco CTO with position as director

  • 17 Aug 2016 12:00 AM | Anonymous

    The Barclays report which surveyed 100 senior B2B executives prior to the referendum and 68 retail post Brexit revealed nearly a third of UK retailers are considering changing suppliers. The report showed 28% are thinking about sourcing from different countries 32% expect to source more from the UK as result of the referendum, while more than a half expect to source more from India and 43% anticipate buying more from China. This shows a shift in sourcing strategies post Brexit.

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    Related news:EU single market membership could boost UK economy

  • 17 Aug 2016 12:00 AM | Anonymous

    DDC Outsourcing Solutions (DDC OS), specialists in a range of BPO and KPO services, has announced the appointment of Neil Kirkland as Service Centre Director with effect from the 1st August 2016.

    Neil has a strong Contact Centre background having managed on and offshore operations for Serco, Coal Health and Yorkshire Power (NPower).

    Neil has been brought in to provide direction and innovation within the customer service environment at DDC OS. His experience will ensure best practice is not only adhered to, but that steps are taken to improve all areas of the offering. Neil will help to further build on this fast area of the business.

    Colin Gray, Managing Director of DDC OS was delighted to welcome the new Service Centre Director; “Neil joins us at an exciting time in the development of our contact centre services. His vast experience of the market, coupled with a very straightforward approach to service delivery will be crucial in moving our contact centre capabilities forward both strategically and operationally. “

    Related: DDC Outsourcing Solutions appoint new Client Relationship Director

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  • 17 Aug 2016 12:00 AM | Anonymous

    Global business outsourcing provider Arvato has entered a strategic partnership with Blue Prism to offer Robotic Process Automation (RPA) to help councils deliver back-office transformation.

    The partnership will see Arvato use the cutting-edge automation software to provide local authorities with an end-to-end solution of identifying, designing, building and monitoring automated processes, providing RPA-as-a-service and consultancy and training.

    Arvato will use the innovative technology to help current and future clients in local government automate transactional back office functions, such as revenues and benefits, HR, payroll and finance, increasing process speed and efficiency while freeing up employees to deliver front-line services.

    The move follows a successful implementation of the technology within Arvato’s partnership with Sefton Metropolitan Borough Council. RPA is completing back office processes with 100 per cent accuracy while making significant savings on resource – for example, in the revenues and benefits department the time taken to input a council tax direct debit has been reduced from five minutes to less than one. Employee satisfaction has also increased as a result of removing the mundane tasks from staff’s day-to-day routine.

    Related: Blue Prism’s Software Robots on the Rise

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  • 11 Aug 2016 12:00 AM | Anonymous

    IBM have successfully confirmed a 5 year technology outsourcing deal with Vodafone worth $750-850 million. The original contract signed in 2007 was worth $600 million and provided traditional Infrastructure and application services. The contract renewal will see IBM support Vodafone the programme to consolidate its data centres across India and assist in migration to the cloud.

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    Related news:IBM continues fight to keep Vodafone India’s favour

  • 11 Aug 2016 12:00 AM | Anonymous

    The EOA have partnered with ProcureCon Europe and have secured an exclusive 15% discount off the full price to attend, using our code: EOA15. Book your place online.

    ProcureCon is Europe’s most Strategic Procurement Event for CPOs and Senior Procurement Executives. Now on its 17th year, they have pulled together the best and the brightest in the procurement industry, and asked them to divulge their secrets on best practice that will help you to transform spend management into sustainable value creation.

    Download the agenda here, to find out exactly who is speaking, what the hottest topics are and how ProcureCon Europe can benefit you.

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