Industry news

  • 9 Feb 2015 12:00 AM | Anonymous

    Infosys BPO have been awarded a contract with Dutch Insurance firm a.s.r to supply back office services for their pensions administration system. The contract due to start on April 1st 2015 will see 87 employees of a.s.r being transferred to Infosys BPO. These changes come as a.s.r want to concentrate on their core services and are looking to work more cost effectively.

    Infosys overcharges Apple

  • 9 Feb 2015 12:00 AM | Anonymous

    Outsourcing giant Capita have been chosen to provide support services to a number of state-funded clinical commissioning groups within the health service. Capita will run IT, back office finance and HR functions, the contract is worth up to £5 billion.

    Sheffield Council extend outsourcing contract with Capita

  • 5 Feb 2015 12:00 AM | Anonymous

    This time last year, pound sterling strength was nothing more than a pipe dream as the UK economy and its currency were still on the road to recovery. However, data showed a surge in business inward investments helped the British economy grow much quicker than expected, effectively boosting the strength of the UK currency. There are, of course, many perks that come with having a strong UK currency. To a great extent, a strengthened pound indicates a well-established and strong UK economy – much better than our G7 peers. It’s also great news for British holidaymakers who are travelling abroad. They’ll find their spending money stretches much further than in recent years.

    However, not everyone gains from the strength of the pound. If a company’s accounting system is based in the UK and measured in pounds, any revenue that is in euros (or other currencies) is now less than what it would have been a year ago. The euro to pound exchange rate is exactly 6.7% weaker now than it was this time in January 2014. Furthermore, the implications of the strengthened pound have had a huge impact on the revenue of big businesses. For example, WPP, the British communications giant published a statement claiming that its billings were down by 3% to US$55 billion, but would have increased 5.7% without the effect of exchange rates.

    From working with our customers, I’ve found there are four ways to mitigate the effects of the strengthened pound:

    1. Buy Cheaper

    Procurement professionals should be more proactive in predicting business needs and anticipating them - rather than reacting to requests as they come in. There are several ways to enable you to be more proactive and buy cheaper:

    • Monitor currency fluctuations – buy in bulk when the strength of the currency your business operates in is strong;

    • Buy from new markets – a successful procurement team helps its business maintain a competitive edge by extending its sourcing reach. Low Cost Country Sourcing is a highly effective way of releasing trapped cash and improving profitability;

    • Supplier networks – more and more buyers are using supplier networks to meet other companies in need of the same product/service. By pooling resources together, they can afford to buy in bulk at a discounted price.

    2. Encourage Supplier Innovation

    A good way to start is to extend your supplier base. Increasing the number of suppliers that you invite to tender can greatly increase the quality of ideas that are brought to the table. Even better, run an eAuction. The eSourcing marketplace is expected to grow by 10% in the next year alone, and enables a collaborative working relationship between buyers and a larger (yet still relevant) selection of suppliers. Nothing increases productivity and creativity more than a little competition!

    Secondly, try an outcome-driven service. This will encourage your supplier to focus on the results it achieves, rather than an input-driven service where a supplier focuses on the service it provides. So, rather than asking your supplier for what you think your business needs - let’s use pens as an example - challenge them to find something to write with as an alternative and see what solutions they can offer you. Put out the idea to the rest of your suppliers to see if they can provide it at an even more affordable price.

    3. Change Management

    Although this option tends to offer the lowest return on investment, it can still be a more affordable and an effective alternative to realise new savings. To manage a team or department successfully, you have to think about where procurement can change in order to drive greater value. Based on my experience with Xchanging customers, here is my advice:

    • Centralise procurement activities and utilise shared services to cut costs and improve output;

    • Implement open processes such as RFPs that invite solution ideas as opposed to product specifications;

    • Automate your businesses procure-to-pay (P2P) cycle, you can produce quick business benefits for a relatively small investment;

    • Implementing a procure-to-pay system.

    4. Tail-end Spend: Next Generation Savings

    Finally, most large companies realise that they should be putting a system in place to manage their low value spend because Tail-end Spend totals up to a fair amount of money and potentially a large amount of savings. In fact, inclusion of Tail-end Spend in procurement outsourcing increases savings potential by 1.5 times.

    Yet it’s rare to find an organisation that has put a system in place to manage low value spend and not enough of them are taking action to manage this area or spend efficiently. Historically, procurement organisations apply the Pareto Principle where the focus is on trying to manage their strategic spend – the 80% of spend that represents around 20% of their suppliers. However, Tail-end Spend Management focuses on the 80% of suppliers that represent 20% of spend and can generate savings between 15% and 17% – the benchmark on procurement savings is around 8%. So what’s stopping you?

    Ultimately, the strong sterling will have an effect on revenue if you’re headquartered here in the UK but operate in different countries, but all is not lost. Businesses must challenge their systems, which will ultimately minimise the sting of the strengthened pound. Testing your suppliers and asking what solutions they can offer will push innovation and encourage competition, meaning realised savings can still be found.

  • 5 Feb 2015 12:00 AM | Anonymous

    As organizations continue to seek more strategic value from their outsourcing engagements, a critical skills gap has emerged. The kinds of skills organizations need internally from their own people to manage the outsourcing projects are distinctly different from those actually available or being developed for more normal operations management. This skills gap could leave the company unable to capture the sustainable business outcomes they are hoping to achieve.

    A recent report from outsourcing analyst firm HfS found that organizations need to do a far better job harnessing the power of their people as a means of driving business value beyond cost reduction and “noiseless” delivery. Higher-level goals require higher-level skills. Companies need to focus on improving their talent management processes to hire, develop, engage and retain the right talent to realize the promise of business process outsourcing (BPO). But how?

    Here’s a look at three practical steps that both the enterprise and its BPO provider must focus on to address this talent gap.

    • Change the mindset—talent requirements change and it does matter. Employers need to provide meaningful work, personal and professional growth, and clear career paths for all workforces – those delivering the outsourced service, those managing receipt of the service and those benefitting from it. It means instilling in employees a sense of pride in their own organization and the other organisations they serve. It also means monitoring, measuring and taking action on employee engagement. At the same time, leaders need to model the right behaviors and help energize their teams as they embrace a new way of working.

    • Develop formal training curriculums, particularly for managers. Skills development for outsourcing managers must focus on skill sets beyond those required to oversee basic operations – it turns out this is as important for the client receiving the service and managing the service contract as it is for the service provider. One company in the HfS study, for example, mandated three hours of weekly training in outsourcing governance for its managers. This approach quickly paid off in terms of increasing job satisfaction and advancing the company’s objectives for its major outsourcing engagements. While most organizations’ training functions lack the depth and scale to develop specialist programming in this area, there are quality programs available from third parties. As an example, the International Association of Outsourcing Professionals offers multi-level certification programs for outsourcing executives, managers and associates.

    • Revamp skills expectations and competency models for the retained team. Organizations need to move beyond the older talent perspective that was primarily focused on operational skillsets. Some are looking for strategic skills by redefining the job competency models of those individuals managing service providers. One enterprise client cited in the study went so far as to revamp the retained team before it selected a service provider, knowing that a strong team was a key to success. Existing personnel had been experts in the way things had been done for years – not with a view toward tomorrow’s possibilities – so they made some new hires with proven experience in driving innovation pipelines.

    The collaborative nature of a BPO relationship has enormous implications for how talent is sourced, developed and engaged. Enterprise leadership needs to have the desire and capability to transform its approach in developing and managing talent – at the same time that BPO providers must step up to the talent challenge. What’s needed is a leadership commitment to make the investments in time, energy and resources that will turn talent into a differentiating factor in the coming age of BPO.

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  • 4 Feb 2015 12:00 AM | Anonymous

    Cabinet Office minister, Francis Maude has confirmed he will not be standing for re-election at the forthcoming General Election and will therefore be standing down from Parliament. Speculation has already begun as who will replace him and take over the responsibility of the Government Digital Service. After nearly 5 years as Cabinet Minister, Maude has helped cut the costs of government IT and helped the public sector be more SME friendly, the Government Digital Service has been so successful it is now been copied by the USA and Australia.

    Cameron told ethical standards from public services should also apply to outsourced contract provide

  • 4 Feb 2015 12:00 AM | Anonymous

    ISG’s quarterly report EMEA ISG Outsourcing Index revealed a 7% growth in the EMEA outsourcing market in 2014. The market growth appears to have been driven in part to by the increased growth of 125% outsourcing activity in France. The UK saw growth of 11% as annual contract value grew from €3 billion to €3.4 billion in spite of the 11% in contract count. The report also showed a strong growth in ITO and uneven results in BPO.

    ISG research shows British outsourcing groups are dominating public sector contracts

  • 2 Feb 2015 12:00 AM | Anonymous

    Bank of Ireland has signed a seven year contract with BancTec to take over their cheque clearing division. The 130 staff currently in the division will have options of transition to BancTec, seek redeployment opportunities within the bank or take voluntary redundancy. Bank of Ireland have made this decision as part of its operation to improve efficiencies and reduce its employee cost base.

    Bank of Ireland selects Accenture for outsourced technology role

  • 28 Jan 2015 12:00 AM | Anonymous

    The Met Police have received criticism from the leader of the union representing police back-office workers over plans to outsource this function. The Union expressed concerns over the processing of sensitive information.

    Outsourcing provider Steria will provide HR, Payroll and procurement service in a joint venture with the government known as Shared Services Connected Ltd (SSCL). Steria is the majority owner with 75% stake with the government taking the remaining balance. The 10 year deal is part of the governments next generation shared services programme.

    Metropolitan Police Service tenders for SIAM contract

  • 26 Jan 2015 12:00 AM | Anonymous

    NHS England is planning to complete the transition to their new outsourcing contract for primary care support (PCS) services by June. They hope to have signed with the chosen vendor by May but this might be delayed until after the General Election. Three suppliers are currently shortlisted for the £1bn contract, Capgemini with South East Commissioning Support Unit; Capita with Anglian Community Enterprise and Equiniti.

    Patient safety fears over NHS outsourcing

  • 23 Jan 2015 12:00 AM | Anonymous

    Li Ka-shing is reportedly to be in talks to buy Britain's second-largest mobile provider O2 for up to £10.25bn ($15.4bn) from Spain's Telefonica.

    The 86 year-olds firm, Hong Kong-based Hutchison Whampoa, already owns the Three mobile network, and combining it with O2 would create the UK's biggest mobile group.

    As it would reduce the number of operators in the UK from four to three, it is likely to meet scrutiny from competition regulators. With BT group in talks to by EE, consolidation is already very likely within the telecommunications sector.

    Telefonica moves ahead with joint offer for TIM Brasil

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