Industry news

  • 28 Jul 2015 12:00 AM | Anonymous

    A study conducted by the Chartered Institute of Environmental Health (CIEH) has shown that recent austerity measures have led to councils extensively cutting down on the provision of environmental health services, the FT has reported.

    Pest control has been the service worst hit, with 70 per cent of the 139 councils surveyed responding that they’d stopped providing that function over the past three years; restaurant inspections and dealing with contaminated land were also cited as services affected.

    The CIEH has warned that further cuts to public spending, which councils expect to be in the region of 30 per cent for 2015-16, will have serious consequences for businesses and the long term health of UK citizens due to these services diminishing further.

    It is now down to local government to find more innovative solutions in order to cut costs while still maintaining the majority of their functions. Outsourcing remains a prominent choice, while councils in Suffolk, Kent and a number of other counties are positioning themselves as commissioners and trading companies rather than direct service providers, in order to deliver maximum value to the taxpayer.

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

  • 28 Jul 2015 12:00 AM | Anonymous

    The European Outsourcing Association (EOA) has announced the shortlist for its sixth annual EOA Awards ceremony, which will be accompanied by the EOA Leadership Summit on 8th October at Pestana Palace in Lisbon.

    Now in its sixth year, the EOA Awards recognises and celebrates the efforts of companies who have demonstrated best-practice in pan- European outsourcing.

    Kerry Hallard, CEO of the NOA, the UK affiliate of the EOA, commented: “Being shortlisted for the EOA Awards is a testament to having achieved something truly spectacular in the realm of outsourcing. The award winners will be announced in Lisbon on 8th October, and we’re very excited to see which partnerships and organisations will be crowned as the best of Europe’s outsourcing elite.”

    Here’s the shortlist in full:

    European BPO Contract of the Year

    60k & Zumba

    Conectys

    Intetics

    European IT Outsourcing Project of the Year

    E.Near

    Intetics

    Miratech & Lindorff

    SoftServe & Panasonic Appliance Air-conditioning Europe

    Softengi & Zeppelin Construction Equipment CIS

    TeleTech

    European Outsourcing Service Provider of the Year

    60k & Zumba

    Conectys

    ScaleFocus

    Sykes Global Services

    European Outsourcing Advisory of the Year

    Bird & Bird

    CMS

    DLA Piper

    Elixirr

    KPMG International

    Offshoring Destination of the Year

    Bulgaria

    Latvia

    South Africa

    Award for Corporate Social Responsibility

    Avasant

    SPi Global

    Pan- European Buyer of Outsourcing Services of the Year

    BT Openreach

    Finland’s Ministry for Foreign Affairs

    Holland & Barrett International

    Minsk City Authorities

    Zumba

    Outsourcing Works – Award for Delivering Business Value in European Outsourcing

    Conectys

    IBA Group & Minsk City Authorities

    Infosys BPO and Openreach

    ITC Infotech & Holland & Barrett International

    VFS Global & Finland’s Ministry for Foreign Affairs

    Wipro & Openreach

    Further details can be found on the EOA Leadership Summit & Awards webpage.

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  • 28 Jul 2015 12:00 AM | Anonymous

    Part two: Bulgaria as an outsourcing destination

    Is it time for Romania to get into the CEE outsourcing fast lane? Many observers say yes, it seems.

    Is Romania set for a big leap forward - driven by a number of positive economic drivers, of which technology could be a major component?

    Analysts say there's real evidence for such a view, though there remain some clear obstacles to the Romanian tech market taking off and challenging some of the other CEE powerhouses such as Bulgaria and Slovakia. For example, the EU currently rates the country as officially 28th out of all 28 of its member states when it comes to its internal digital economy.

    But that same source, perhaps surprisingly, also acknowledges that Romanians are the second best served in the EU when it comes to getting superfast broadband, at 60 per cent of fixed subscriptions last year, up from 55 per cent in 2013 and 69 per cent of its homes and businesses can get 30 Mbps.

    Romania is the 17th largest of all the European Union economies. And the fact of its close geographical proximity to Western Europe and excellent air and transport connections to the whole region, a growing and well-trained information and communications technology workforce, high language skills and very competitive price and labour costs, are also highly suggestive facts that many commentators see as suggesting real potential.

    The country was recently (2012) listed by The Times as in the top ten of all global outsourcing destinations, after Poland in fifth place and ahead of South Africa, Russia, Vietnam and The Philippines. The outsourcing sector is being powered by a large, well-trained ICT workforce of just under 120,000, forming an economic contribution of just under five billion euros per annum by the early part of this decade, after the 2008 economic crisis.

    It may also come as a surprise to some that in 2011, the widely-followed A.T.Kearney Global Services Location Index put the country at 25th in terms of its outsourcing attractiveness for organisations – just after Bulgaria and Poland but ahead of Hungary, the Czech Republic and Slovakia.

    The vast bulk of this ICT activity centres on the country's capital, Bucharest, which is the base for 67 per cent of all Romania's ICT turnover, as well as the majority (56 per cent) of all its tech professionals and 60 per cent of GDP for software and services, hardware and telecom. Indeed, 27 of the 30 biggest Romanian software and services firms and no less than 190 of the 290 companies with sales north of a million euros are based there.

    Perhaps it is time, then, to see that after a genuine dip in its fortunes, Romania is back on track? This is the view of at least one expert authority, the CEEMEA Group, which in its April 2015 market commentary stated that the nation should be seen as starting to detach itself from the rather poor Balkan market of South-East Europe and actually should be classed as a core Central and Eastern European market along with Poland, Hungary and the Czech Republic.

    “Most factors seem to ensure consolidated and steady/good growth [in the country], with only possible Eurozone stagnation and Ukrainian escalation as dark clouds on the horizon,” confirms its researcher, Dr David Thorniley.

    Though it may still face one or two more bumps in the road, the good news is that Romania does tick many boxes -– that the country’s Romania's potential as an outsourcing powerhouse can't be denied for very much longer.

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    Soitron Group has been helping its customers build and retain a competitive advantage thanks to the smart use of IT solutions for over 24 years.

    For more information regarding Soitron, visit the company's website.

    Part four: Czech Republic as an outsourcing destination

  • 27 Jul 2015 12:00 AM | Anonymous

    Reports have emerged suggesting that the £1 billion outsourcing contract tentatively agreed between the NHS and Capita may result in up to one thousand jobs being cut in administrative areas of the health service, in order to save 40 per cent in costs and boost the frontline of the health service.

    NHS England previously stated that the Capita deal will create “substantial administrative savings to reinvest in frontline health services, and will form the basis of full consultation with the employees involved.”

    Another aim of this new outsourcing partnership is to deliver 40 per cent cost savings for the NHS in order to meet stringent new austerity measures. While roles involving clinical records management and payments administration will be affected, no frontline or patient-facing job losses have been mentioned.

    According to the FT, almost 80 per cent of Primary Care Support Services workers could stand to lose their jobs, while 28 of the department’s 30 offices could be shut when Capita officially begins work on the contract in September.

    Capita has declined to comment, saying that it would be inappropriate to do so until the contract has been finalised. Although the Department of Health is expected to approve the deal in a matter of days, Capita is still only see as the government’s “preferred bidder” at this time.

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    Related: Xerox wins £40 million NHSBSA printing contract

  • 27 Jul 2015 12:00 AM | Anonymous

    Capgemini has confirmed that IGATE’s CEO Ashok Vemuri has been given a position on Capgemini’s group management board, the organisation’s highest executive decision-making body.

    Global head of human resources Srinivas Kandula has also been offered a new role, where he will lead the integration between IGATE and Capgemini from the IGATE-side.

    The changes have come after Capgemini bought IGATE back in April for roughly $4 billion. The acquisition has provided Capgemini with a greatly enhanced status in the North American market.

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    Related: Capgemini finalises acquisition of IGATE

  • 27 Jul 2015 12:00 AM | Anonymous

    Nigel Kletz is chief procurement officer for Birmingham City Council, the largest local authority in Europe serving an area the size of three-to-four London boroughs combined.

    In an interview with Supply Management, Kletz explained that Birmingham is unique in having its own cabinet member portfolio specifically dedicated to procurement. As a result, the unit is consistently under pressure to deliver results to benefit Birmingham’s 1.1 million citizens.

    When asked how local authorities can be more innovation in the solutions they provide, Kletz indicated that outsourcing and joint ventures are important aspects. “Councils must become more commercial in their thinking,” he responded, “This is where procurement as commercial thinkers can lead.”

    Speaking from his own experience, Kletz added that “any local authority looking to develop their social value agenda must be open-minded, engage with the right people and be prepared to adapt as it develops.”

    Where smaller organisations are struggling to act in such a fashion, Kletz said that larger authorities like Birmingham’s must do all they can to help, offering the benefits of their experience and sharing best practice.

    Read the full interview here.

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

  • 24 Jul 2015 12:00 AM | Anonymous

    Shares in Pearson plc have rocketed since the publishing company confirmed its sale of the FT Group to Japanese media company Nikkei for £844 million.

    The sale includes the Financial Times newspaper, FT.com, How to Spend It, FT Laps, FTChinese, the Confidentials and Financial Publishing.

    Pearson, a large and well-established outsourcing buyer, has retained its 50 per cent stake in the Economist. The transaction still needs to go through a number of regulatory approvals and is expected to close within the final quarter of 2015.

    John Fallon, CEO of Pearson, said in a statement: “Pearson has been a proud proprietor of the FT for nearly 60 years. But we’ve reached an inflection point in media, driven by the explosive growth of mobile and social. In this new environment, the best way to ensure the FT’s journalistic and commercial success is for it to be part of a global, digital news company.

    “Pearson will now be 100 per cent focused on our global education strategy. The world of education is changing profoundly and we see huge opportunity to grow our business through increasing access to high quality education globally.

    “Nikkei has a long and distinguished track record of quality, impartiality and reliability in its journalism and global viewpoint. The board and I are confident that the FT will continue to flourish under Nikkei’s ownership.”

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    Related: Groupe Acticall announces acquisition of Sitel

  • 24 Jul 2015 12:00 AM | Anonymous

    Leeds City Council has chosen Sopra Steria Recruitment (SSR) as one of six service providers to supply all temporary and permanent ICT resources for the council over the next four years.

    The decision was made after a highly competitive tendering process, where candidates were judged by their ability to deliver critical business projects and IT support, as well as their track records for doing so.

    “In winning a place as a preferred supplier to Leeds City Council, we intend to ensure that the opportunity is maximised so that the council realises its resourcing and recruitment ambitions, through SSR’s focus on delivery excellence,” said Peter Holliday, managing director at Sopra Steria Recruitment.

    “This win helps cement the SSR aspiration of growing as leaders in recruitment transformation by delivering our full portfolio of services including candidate assurance, candidate selection, recruitment outsourcing, and onsite direct recruitment.”

    Leeds is just one of many councils embracing outsourcing in order to deal with the latest set of austerity measures.

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    Related: Local councils must find extra £1 billion by 2020 to fund new minimum wage

  • 24 Jul 2015 12:00 AM | Anonymous

    Lee Kuan Yew, founding father of modern Singapore, first visited Sri Lanka in 1956 in search of a blueprint for post-colonial success. Both were small south Asian nations previously under British rule; however the fate of the two since those days could not have been more different. Singapore has arguably become the most successful post-colonial nation on earth, establishing itself as a global financial hub and growing its GDP per capita from $515 in 1965 to around $55,000 today. Sri Lanka went on to suffer decades of ethnic conflict, corruption, and backward economic policy, losing many of its brightest citizens in the process as they went abroad in search of greater opportunity and stability.

    Now six years on from the end of the war that ended in 2009, Sri Lanka is finally seeing its fortunes on the rise, posting GDP growth of 7.4 per cent in 2014 and forecasted to at least match that this year and next despite a certain degree of political uncertainty that would usually leave foreign investors nervously holding back.

    Amongst its traditional exports such as tea and garments, outsourcing is becoming one of the largest foreign exchange earners in the country and Sri Lanka is leveraging its British connection to create new opportunities for its people. It is not just the English language, ubiquitous in key cities like Colombo, which stands out. Free education all the way up to university level ensures a well-educated talent pool, and the CIMA, the professional body for management accountants, has more Sri Lankan members than any other country outside of Britain. In contrast to the Philippines for example which is very US focused, Sri Lanka’s background means it can provide F&A, legal, and medical services to clients from the UK with far less cultural adjustments needed.

    The forward momentum is such that Sri Lanka won ‘offshoring destination of the year’ in the NOA’s 2014 awards ceremony. It is not the first time that the country of 21 million is punching above its weight amongst its much larger neighbours such as India, Bangladesh, and Pakistan. In the face of ethical concerns engulfing the apparel industry it launched its ‘garments without guilt’ initiative in 2008; improving the credibility of its textile industry that counts Victoria’s Secret and Marks and Spencer on the list of global names that choose to source large amounts of garments from Sri Lanka. When the London Stock Exchange launched a global RFP for a faster trading platform in 2009, many were surprised to see that it was a small Sri Lankan software company that won the bid. MillenniumIT is now a fully owned subsidiary of the London Stock Exchange Group and is attracting top talent from the financial technology sector to its Malabe headquarters, such as CEO Mack Gill, a Canadian with a Master’s from Yale who was formerly president of SunGard Technology Services.

    At the other end of the scale entrepreneurs are getting in on the act too, such as Prasad Hettiarachchi of Agaya Holdings, a small KPO operation based out of Colombo that offer document extraction services to clients as far afield as Australia and the USA. “I wanted to be my own boss by the age of 40 and the outsourcing industry will grow at double the pace of GDP here in Sri Lanka for the foreseeable future.” he says. In the long term the company hopes to move into big data analytics and sees the UK as a key market both for new clients and potential business partnerships.

    As Sri Lanka continues to develop and grow, so too does its relationship with Britain, from colonial history to a future of partnership and commercial opportunity which both nations can benefit from greatly. Outsourcing forms just a small part of this complex new relationship but it should be recognised as a force for good in developing better global relations and helping a country move on from its troubled past.

    James Bruce is an outsourcing consultant for Envoy Holdings, and Managing Director of First Shore Limited.

    View James' LinkedIn profile.

  • 23 Jul 2015 12:00 AM | Anonymous

    Across a wide variety of sectors, buyers of outsourcing are starting to expect more transparency from their service providers.

    This is partially due to the rise of online price comparison sites such as Priceline, Confused.com and CompareTheMarket.com. These websites are now frequently put to use by consumers making online purchases. Buyers in charge of outsourcing also use these sites, and they’re beginning to wonder why there’s no equivalent for real time pricing, ranking and reviews in their B2B procurement processes.

    Another issue is the seemingly arbitrary way in which suppliers bundle services in their contracts together. Comparing these services on a “like-for-like” basis is often a struggle, and gives buyers cause to believe that they’re paying more than they should be (regardless of whether this is actually the case.)

    Now, many service providers would happily be entirely transparent in their procurement dealings - in theory. However, providing transparency to this extent becomes extremely time-consuming, and is often so prone to human error that the ultimate lack of accuracy can defeat the point of the project in the first place.

    As with many procedures in the BPO space, technology is on the verge of changing things for the better. It is now possible for systems to automatically collect this information on the supplier’s behalf; with enough service providers using a uniform system, buyers could be armed with the most up-to-date supplier information concerning quality and pricing every time they procure services.

    Such technology is already being put to use. Opportune, a cloud-based benchmarking and savings engine recently launched by the leading SaaS developer Mtivity, is the perfect example, and an unparalleled first in the procurement space. The tool can be used by buyers to extensively compare and contrast potential service providers in real time, drawing on large amounts of data from a huge number of sources.

    The scope of the engine is impressive. It allows buyers to interrogate historical data, client specific benchmarks, procurement rate cards, previously run jobs and much more. New data is analysed from the moment it is added, making insights more and more comprehensive as the input increases. Essentially the more buyers use the tool, the smarter it gets!

    The benefits of such an application are obvious. Buyers can ensure they achieve significant cost-savings and efficiency gains by choosing the most suitable provider for every job, while the suppliers that genuinely deliver great value can actively demonstrate this and be recognised for doing so.

    According to Mtivity, Opportune has already been soft launched among a number of existing clients, with over one million transactions processed through the engine to date. Using Opportune has resulted in an average of 148 per cent in efficiency gains and double digit profit margin increases for those clients.

    Now that Mtivity has made Opportune available to the wider market, others involved in the procurement process can benefit in the same way, particularly in marketing and BPO fields where Mtivity specialise.

    The future use of such engines has the potential to revolutionise procurement from a transparency perspective.

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