Industry news

  • 22 Jan 2015 12:00 AM | Anonymous

    Sheffield County Council have signed a contract extension with Capita to continue to provide IT services. The original seven year partnership was set up in 2009 has now been extended for up to a further six years. A report by Sheffield Council found moving to a different model would cost around £800,000. Capita have announced the extension is worth £140 - £170m in additional revenue.

    Blackburn council to renegotiate Capita contract

  • 22 Jan 2015 12:00 AM | Anonymous

    The Ministry of Defence (MOD) have awarded Deloitte a £3.2m contract to provide them with assistance and support with their ICT requirements and delivery of the Recruiting Partnering Project (RPP), which is a ICT platform across the Royal Navy, the Army and the Royal Air Force. The RPP contract was signed in March 2012 with Capita however has not achieved Full Operating Capability due to the need for a new ICT system.

    MoD outsourcing strategy revealed

  • 20 Jan 2015 12:00 AM | Anonymous

    It goes without saying that new technologies have had a great impact on the workplace and how businesses function at an operational level. The use of automation software and cloud computing are reducing the need for low-cost operatives to carry out business processes. But is automation really contributing to long-term business growth or effective decision-making?

    Business process automation is the technology-enabled automation of activities. It is a way to streamline operational processes, by eliminating unnecessary tasks, realigning steps and, crucially, optimising information flow. With the relevant automation system, a company is not only in a position to reduce staff workload, so they are freed from menial activities to focus on critical tasks, but maintain the quality of operations at very low costs.

    Although the adoption of automation is widespread in the business world, fewer companies invest in business intelligence to generate the data required to make smart decisions. This means business leaders are not basing their decisions on up-to-date business critical data, but on often out of date reports. They are driving while looking in the rear view mirror.

    One of the benefits of automation is that data capturing can be automatic. When analysed this data can offer previously unseen insight into business operations such as identifying opportunity gaps or bottlenecks in business flow.

    While business automation can save time and money, businesses are often failing to identify its real impact on stakeholders such as employees, customers and the company’s reputation. It can sometimes have unintended consequences.

    For instance, a telecoms company may decide to use automated answering machines that are able to deal with customer queries. They would save money on call centre staff, but if this change results in a more negative experience for the customers, it may actually hinder the business from achieving its overarching business objectives if customers choose to take their business elsewhere.

    Business process automation should focus on business outcomes and how the automated, often outsourced, parts fit into the end-to-end business process. Equally important is recognising what not to automate or outsource depending on the impact on employees or customers.

    Critically, automation’s success lies in its ability to understand and communicate how the different parts of the business interact and affect each other using the data generated. Automation without the ability to communicate to different parts of the business could negate whatever efficiency was gained.

    By tying metrics to business outcomes and strategic business objectives, it is possible to provide businesses with access to evidence where automation and outsourcing partners are adding value to the business. Analysis such as this is a crucial part of the process.

  • 20 Jan 2015 12:00 AM | Anonymous

    And the winner is... probably not the entry with over-claim, adjectives, business-speak and no evidence, says Jan Dekker from The Writer.

    Awards season is never far away. There’s always someone, somewhere buffing up trophies and getting DJs and LBDs dry-cleaned for a night of backslapping and ill-advised dancing. But of course, before you get the gong, you’ve got to write the entry.

    If you win, it’s worth the graft. A trophy to adorn your boardroom and impress your clients and would-be clients. A great morale-booster for your people. And the everlasting right to say ‘award-winning’ in the same breath as your name.

    But just how do you win? Clearly, doing great work matters. But it’s how you get it across in words that matters. And unless you’re careful, you could count yourself out well before the shortlist gets drawn up.

    I’ve been judging some awards lately. They were for a sector working like mad to get the economy moving and get everyone else to see their business as a proper profession.

    Trouble is, that only sort-of came through in the award entries they wrote. If the ones I saw are any guide, the trouble with award-entry writing is the trouble with most other business writing. Only a bit more so. Like a brochure on speed. So here are ten ways to steer clear…

    1. Make sure there’s something to say. Sounds obvious, but you need to tick the basic boxes for the category you’re entering. So, if it’s a category about technological innovation, make sure you’ve got some innovative technology.

    2. Remember who’s reading. Your judge has got a lot of entries to read, and almost certainly not much time – evenings or weekends, mostly. Yes, they’ve got to read your entry. But they really, really want to read something interesting. Something that makes their decision easy. What makes yours stand out?

    3. Say the most important thing first. Don’t leave it buried two thirds in. Or in the supporting documents (which the judge might not have time to read). You haven’t got the judge’s attention for long. Hit them with the killer facts early.

    4. Tell a story. If anything’s going to unleash the inner storyteller in your business, it’s got to be an awards entry. All those case studies. All those examples of how you took a problem, thought of a way round it and got a result. A lot of the time, the entries in my pile left out parts of what makes a good story. They didn’t paint pictures to make the situation easy to imagine. Or they didn’t tell me the ending (the impact bit). Or they wrote the whole thing in deathly business-speak. But some got it right. To the business who told me how they found a new CEO for a fashion brand using only social media, well done and thank you. A worthy winner.

    5. Don’t just tell them what you did, show them what difference it made. Unless you do, they’ll scrawl ‘yes, and?’ and move on. Without evidence, the judge won’t believe you. Just saying you created a ‘market-leading solution’ or developed ‘eye-catching creative’ won’t cut it. Something has to have changed for the better because of it.

    6. Don’t copy and paste. If the judge knows you (and most industries are small worlds), you’re rumbled. If they don’t know you, it’ll be like a bad exam answer that doesn’t tackle the question but just bungs down everything you know about oxbow lakes (or whatever’s closest to what the section on the entry form is asking for).

    7. Make it easy to read. If reading is hard work, the judge won’t like you. So do a minesweep for those 50-word sentences, break up long paragraphs and use subheadings. If those subheadings are engaging and even a little bit fun, so much the better.

    8. Don’t assume knowledge. You may deal in, say, analytics all day long. But the judge might not know one end of it from the other. What’s it for? What would be missing if someone took it away? Make the extra effort to explain yourself and you’ll be surprised how fresh it sounds.

    9. Sound like a human being. Yes, you’re a business person writing for another business person. But you’re both people with, well, feelings. Your job is to connect with your reader’s. Make them warm to you, identify with you, root for you. Use the language you’d use if you were explaining it to them face-to-face. No need to puff yourself up and beat your chest. No need to create gravitas by saying you ‘provide solutions’ or ‘utilise geographic and demographic targeting’ or generate a ‘significant uplift in revenue’.

    10. Easy on the adjectives. Phrases like ‘dedicated team’, ‘best-of-breed logistics’, ‘sophisticated cloud-based intelligence’ and ‘unrivalled expertise’ mean nothing unless you make your reader believe they’re true.

  • 19 Jan 2015 12:00 AM | Anonymous

    Frontier Airlines have announced plans to outsource a total of 1,300 jobs at its Denver hub and Milwaukee station. The airline has undergone a transition into a low cost to regain profitability since Indigo Partners bought Frontier at the end of 2013. 1,160 frontline jobs at Denver airport will be outsourced. The outsourcing giant Sitel will take over 140 job’s at Frontier’s Milwaukee reservation centre.

    United Continental Holdings to outsource up to 2,000 jobs

  • 16 Jan 2015 12:00 AM | Anonymous

    The Southend contact centre Ventrica have opened its new “designer” contact centre wing that effectively doubles its capacity to 250 seats. The new wing will create at least 80 new jobs in 2015. Ventrica invested £750,000 in the new facility, part of the investment came from a European grant of £114,000 that was secured with the help of Essex County Council Economic Development Services.

    TNT UK moves to cloud based contact centre system

  • 16 Jan 2015 12:00 AM | Anonymous

    Blackburn Council are planning to renegotiate their £10 million a year outsourcing contract with Capita after 15 years. The contract which is up for renewal in June 2016 needs to allow for a minimum of 12 months notice period before termination. Blackburn plans to save £31 million from their budget through new outsourcing deals between 2015 – 2018. The original contact with Capita included revenues and benefits, social services administration, print and design, highways and transport, architecture and technical services, property management and maintenance, and debt collection and accounting.

    Birmingham City Council advised to outsource

  • 14 Jan 2015 12:00 AM | Anonymous

    AIB is planning to outsource certain IT functions later this year. Eircom, Integrity Solutions and Wipro have been lined up for this new arrangement. Up to 450 positions could be affected by this latest move to outsource however AIB have confirmed that any redundancies made will be on a voluntary basis.

    As AIB is 99.8% owned by the state, the Government has bought in Goldman Sachs to advise on this deal. Goldman Sachs have been appointed for six months on a pro-bono basis.

    Aegis secures 5 year contract with Punjab National Bank

  • 13 Jan 2015 12:00 AM | Anonymous

    United Continental Holdings said earlier this week it was looking into outsourcing up to 2,000 jobs across 28 U.S airports to vendors who would provide the services at a lower cost. This is not United’s first attempt at outsourcing ground staff having outsourced nearly 500 jobs in 2013 across 6 airports and a further 635 jobs in 12 airports in 2014. This supports the growing trend of airlines turning to outsourcing to cut costs.

    United Airlines outsource 630 jobs across US

  • 12 Jan 2015 12:00 AM | Anonymous

    According to research one of the biggest security threats to businesses are the employees.

    The results, which draw on responses from over 1,000 employees in the UK, uncover two significant issues. Firstly, employee behaviour is becoming an increasing source of risk – more through complacency and a lack of awareness than negative intent.

    Cisco says that internet of everything could generate £17 billion

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