Industry news

  • 9 Sep 2015 12:00 AM | Anonymous

    Contact centre specialist Teleperformance is due to open a new, 500-man contact centre in Reno, Nevada, in order to provide customer support for a major financial services client.

    Local business partners Colliers International and Nevada Job Connect played a significant role in assisting Teleperformance with its decision to choose Reno as a destination.

    Teleperformance is aiming for a quick turnaround and recruitment process – the contact centre could be functioning by the end of this month.

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    Related: Teleperformance USA Expands Killeen Facility Bringing 400 New Jobs to Texas

  • 9 Sep 2015 12:00 AM | Anonymous

    Nearly one in every five pounds of public sector IT spending currently goes to Capita, The Register has revealed.

    In 2012 Capita received £671 million through providing the public sector with IT services. Despite overall government IT outsourcing spending remaining the same since that year, Capita’s total earnings from IT in the public sector rose to £905 million in 2014.

    The Register also reported that Capita has been paid £1.3 billion for providing outsourced services to local government over the last three years – almost 15 times more than rival Capgemini.

    Capgemini retains the largest overall share of the public sector market due to its Aspire mega-contract with HMRC. However, the deal is due to expire in 2017, while this year Capita signed a contract with the NHS to provide back office services which could be worth up to £1 billion over the next four years.

    It is thought that such mega-deals are to become rarer in the future, with many organisations in the private and public sector alike favouring shorter-term contracts involving a larger number service providers. This approach encourages innovation through collaboration and allows for adaption if the technologies involved in the outsourcing deal advance rapidly after the contract is signed.

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    Related: Capgemini renews £1.2 million contract with Capita Travel and Events after acquisition

  • 8 Sep 2015 12:00 AM | Anonymous

    The City of Edinburgh Council has signed a seven-year contract valued at £186 million with CGI, meaning that the IT and BPO supplier will revamp the council’s IT capabilities and help it make a shift to providing services digitally.

    The project will involve upgrading the council’s IT infrastructure, resulting in improved bandwidth speed for schools in the area, as well as the automation of back office processes and their integration with a new ERP system.

    The council is expected to make £45 million in cost savings throughout the lifetime of the contract, with CGI also aiming to create 200 new jobs and over 60 new apprenticeships in the local area.

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    Related: Burnley Council confirms 10-year contract worth £34 million with Liberata

  • 8 Sep 2015 12:00 AM | Anonymous

    The Department for Business, Innovation and Skills (BIS) intends to terminate its outsourcing contract with Shared Services Connected Ltd (SSCL), the joint venture between Sopra Steria (75 per cent) and the Cabinet Office (25 per cent) that has recently embarked on a new outsourcing partnership with the Metropolitan Police.

    The contract between BIS and SSCL was established in 2013, shortly after SSCL was founded. The deal involved the government’s Next Generation Shared Services Strategy, a project that was intended to save taxpayers roughly £500 million through the use of shared services.

    BIS now claims the contract is no longer viable, due to factors related to “cost, service and level of risk” changing since the beginning of the contract.

    The Metropolitan Police’s deal with SSCL is expected to last at least 10 years and is valued at £216 million. SSCL will handle finance, procurement and HR on behalf of the police force – the Met hopes to achieve savings of £800 million by 2020.

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    Related: Leeds City Council appoints Sopra Steria to provide specialist IT services

  • 8 Sep 2015 12:00 AM | Anonymous

    Capgemini has reappointed Capita Travel and Events to deliver all of its live event management, delegate experience and logistics functions.

    The contract was originally awarded in 2012 to Venues Event Management, a company that was subsequently acquired by Capita.

    Roger Peters, senior purchasing manager at Capgemini, commented: “To achieve our event objectives and best value, partnering with the right agency is essential. Capita Travel and Events gives us the stability, security and support structure of a PLC with the relationships, creativity and flexibility of a small events agency.”

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    Related: IGATE executives take top roles at Capgemini

  • 7 Sep 2015 12:00 AM | Anonymous

    Serco has landed an £85 million contract extension to provide services for Norfolk and Norwich University Hospital (NNUH) until August 2021, when the partnership will be up for renewal once again.

    The services that Serco provide include portering, catering, laundry services, security, car parking and ground maintenance.

    Nayab Haider, contract director at Serco, commented: “We are delighted to continue our long-standing partnership with Norfolk and Norwich University Hospital. Serco is in a unique position to deliver our stretching but realistic proposals, which will demonstrate value for money while safeguarding quality care and safety for patients.

    “The team’s focus over the next six years will be to continue to improve patient satisfaction, as well as infection control and prevention, while supporting the improvement of patient flow initiatives and making guaranteed cost savings.”

    In other news concerning Serco, the outsourcing service provider recently donated a total of £10,000 to a number of charities in Havering; Serco is currently responsible for waste collection and recycling on behalf of Havering Council.

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    Related: Serco awarded place on $199 million contract to service American navy and Marine Corps

  • 7 Sep 2015 12:00 AM | Anonymous

    Burnley Council has announced that it will be awarding a 10-year contract worth a total of £34 million to Liberata, a business process outsourcing and innovation firm.

    The decision has been made as part of the council’s major “change programme” which was put in place in April 2014. Functions including customer services, IT services, payroll systems, HR systems, and revenues, benefits and debt management will all be transferred to Liberata.

    The benefits expected include 100 new jobs located in Burnley, savings of 19 per cent throughout the lifetime of the contract, and an investment of £4.9 million in a new Service Hub, IT services, service innovation and support for community projects.

    Burnley Council leader Mark Townsend said: “We are delighted to be awarding this contract to Liberata, as they bring opportunities for growth into the borough at a time of government austerity measures.

    “We are taking this step to respond positively to the challenges that we face. Burnley Council is acting in line with its responsibility to provide the best possible services to residents, in spite of major reductions to our funding.

    “Since 2010, the council has taken a range of steps to protect key services as well as dealing with the financial situation. We have made significant job cuts. We have positively explored options to work with other organisations, for example through setting up Burnley Leisure as a charitable trust. Bringing in a strategic partner is a new approach, which will make the council look and feel radically different.”

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    Related: BT seeks High Court injunction to prevent Cornwall Council contract termination

  • 7 Sep 2015 12:00 AM | Anonymous

    Last week Sky embarked on its “robotic revolution” series, resulting in an expansive variety of written and filmed content, all of which was underpinned by a robot-related survey of over 1,000 UK citizens from all parts of the country.

    The poll revealed that roughly 30 per cent of the UK population is concerned that their jobs could be replaced by robots within the next 20 years. Almost twice as many did not share this fear, with Conservative voters unsurprisingly showing the lowest levels of concern.

    53 per cent of those surveyed believed that the UK will rely on AI and robotics in order to function by 2035. The majority (62 per cent) also thought that the government should protect human workers from being replaced by robots; meanwhile artificially intelligent beings with intelligence equivalent to that of humans were not considered worthy of having their rights protected by the law, being trusted with child supervision, or capable of providing satisfactory long term emotional or sexual relationships.

    Ultimately the survey unveiled mixed levels of suspicion and concern – despite the above, 43 per cent of respondents still agreed that intelligent computers could one day threaten the existence of the human race, while just 34 per cent disagreed.

    Sky’s own research offered more mixed messages. Studies have shown that, so far, automation has served to boost worker wages and productivity rather than replace jobs. However, that is most likely because the robotic automation currently in place is, for the most part, unintelligent.

    It is thought that more advanced technologies could eventually displace a whopping 35 per cent of UK jobs (including middle-skilled work as well as low-skilled). High risk roles include those in office and administrative support, sales and services, transportation, production and construction.

    In the meantime, Britain’s knowledge workers are doing what they can to co-exist with their new automatic counterparts. A few companies have gone further than others when it comes to robotic integration – one example is Xchanging, where employees have been encouraged to name their robotic coworkers and even invite them along to office parties.

    Despite this example of exceptional open-mindedness, the results to Sky’s survey strongly suggest that the rest of the UK’s citizens might not be quite as welcoming if and when intelligent robots start to join them at their workplaces.

    Do you want to learn more about how robotics will shape the future of outsourcing?

    The EOA Leadership Summit on 8th October in Lisbon features an open workshop on integrating automation in your organisation and driving customer-centricity. Book your place today!

  • 7 Sep 2015 12:00 AM | Anonymous

    The impact of China’s economy woes are still being felt after ‘black Monday’, where stocks dropped 8.5 per cent on the day, and continued throughout last week. The impact of this has been seen across stock markets worldwide, with US markets down almost two per cent.

    Certainly it’s very difficult to gaze into a crystal ball and see what it all means in the long term, but the International Monetary Fund’s (IMF) head, Christine Lagarde, warned that global growth will be weaker than expected in the coming months.

    For the past 10-15 years, China’s economy has been growing well into double digits, something which is almost inconceivable in well developed economies such as the US and UK, where a two or three per cent growth is considered excellent. This year, however, China’s economic growth has slowed to mid-single digits and this is starting to cause a crisis of confidence in the investment community. It’s this uncertainty that’s caused the stock market troubles this past week.

    However, Lagarde commented on Tuesday: “Asia as a region is still expected to lead global growth. But even here, the pace is turning out slower than expected – with the risk that it may slow even further given the recent spike in global risk aversion and financial market volatility.”

    On 13th August, China devalued its own currency against the US dollar for the third time, in a bid to shore up investor confidence. Of course, the US has seen this devaluation as tantamount to a subsidy on Chinese exports. It’s nothing new; China has kept exchange rates with the US artificially low for a long time. For outsourcers in the UK, this could well be beneficial and bring about cost savings.

    They can do this because Chinese currency is controlled, not floated, so it’s not affected by stock market fluctuations like GBP or USD. I’d certainly think that, if floated, Chinese currency may well strengthen, but that would mean products from China would become more expensive.

    US investors would certainly like to see China’s currency move this way, but there is a vested interest in the American manufacturing industry, which is taking quite a hit from the increased competition in China – the Institute of Supply Management confirmed that the US manufacturing industry’s growth has slowed in July.

    So what does this all mean for outsourcing here in the UK?

    The devaluation of the Yuan quite simply means that Chinese originated products, products manufactured in China, and outsourced business to China are all going to be cheaper. Whilst many investors are concerned about the unstable markets, for outsourcers here in the UK, it’s actually quite beneficial. But it’s not just outsourcers who are going to see cost savings, the benefits will likely feed through to every sector.

    Add to this the strong performance of GBP against the USD recently and we’re getting an even bigger kick back from that devaluation two weeks ago.

    However, taking advantage of these favourable conditions can only happen if outsourcers, hardware suppliers, service providers etc. are doing business in China, or with Chinese-owned companies.

    Whilst the current financial conditions are here to stay for a while, it’s not necessarily going to be permanent so now is the time to start considering looking to China for products and services. Better yet, those outsourcers that are already working with Chinese-owned businesses are already realising the cost benefits meaning bigger margins for them, and cheaper services and products to their customers, who can continue to pass on savings for a little while yet as China’s economy and its investment community get used to a new level of growth expectation.

    Networks First is a leading managed IT services and network support provider based in the UK.

  • 4 Sep 2015 12:00 AM | Anonymous

    A dispute over a 10-year outsourcing contract, valued at £260 million, signed just two years ago between Cornwall Council and BT has been escalated to the High Court.

    After issuing BT with an ultimatum back in May, Cornwall Council is looking to terminate the contract altogether. However, BT has sought a High Court injunction to prevent that outcome.

    The original agreement stated that BT would takeover IT, HR and other back office services on behalf of the council. The costs involved in a contract of this nature are often front-end loaded, meaning that BT could wind up with big financial losses if Cornwall Council successfully terminates the deal.

    It is thought that the council originally rushed to close the deal in the build-up to local elections in 2013, meaning that crucial negotiation stages were rushed.

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    Related: Local councils embrace outsourcing as part of austerity-driven innovation push

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