Industry news

  • 13 Feb 2014 12:00 AM | Anonymous

    The value placed on customer relationship management (CRM) by businesses is expected to drive future technologies.

    The digital initiatives of businesses are being guided by CRM according to research firm Gartner, as the customer experience is seen as being a key component of growth.

    CRM uptake is driving integration of new technology designed to increase targeted interactions with customers in order to increase profitability, with financial services, communications and IT companies at the forefront of CRM employment.

    Joanne Correia, research vice president at Gartner, said: “"CRM will be at the heart of digital initiatives in coming years. This is one technology area that will definitely get funding as digital business is crucial to remaining competitive".

    Greater Manchester council tenders for CRM framework

  • 13 Feb 2014 12:00 AM | Anonymous

    Time Warner and Comcast are set to merge in a deal valued at $45.2 billion all-stock deal.

    Customers will be able to access services from both companies as part of one service, merging on-demand streaming services, Wi-Fi access capabilities and high-performance broadband.

    Comcast has said that the deal will allow for operating efficiencies and savings from economies of scale in the region of $1.5 billion.

    The combined companies will create an organisation with 30 million subscribers after the deal is finalised following regulatory and shareholder approval.

    Comcast extends Convergys contract

    Time Warner Cable extends relationship management contract with Convergys

  • 13 Feb 2014 12:00 AM | Anonymous

    Royal Philips Electronics have awarded Indian outsourcing firm Infosys with a five year extension on its existing outsourced services contract.

    The extension is to an existing seven year outsourcing arrangement undertaken in 2007 and valued at $250 million.

    Infosys will continue to provide BPO services including accounting and finance services until 2019, with Infosys taking over three BPO centres from Philips.

    The deal comes as the Indian outsourcing giant seeks to expand into Western European markets.

    Infosys reports strong profits

    Infosys reportedly wins a $98 million contract with TNT

  • 13 Feb 2014 12:00 AM | Anonymous

    The volume of rules that organisations must adhere to for data regulation purposes is ever increasing and becoming more complex; there are multiple laws within each country, the EU and internationally. This ‘layer cake’ of rules brings huge complexity and businesses are left confused.

    There is uncertainty relating to the status of the proposed EU Data Protection Regulation, which was due to update data protection regulations and harmonise them across the EU, hence there is still no clear guidance from the European Commission. This has left countries within the EU to implement the rules as they see fit. The volume of regulations and lack of clarity is creating a barrier to moving to the cloud, but this need not be the case.

    Our experience with Cloud Services customers is that, by looking at each layer of the complex ‘cake’ separately and taking the following steps, the overall task is made simpler and less daunting and so enables businesses to use cloud:

    1. The first step is to determine which cloud model - public, private or hybrid - is most suited to your business. Naturally you are looking for a cloud which is highly appropriate for your business but there’s no such thing as a “one-size fits all” contract or a “standard cloud”.

    2. It is important to decide early on which aspects of the business will move to the cloud, which countries you are going to do business in and where your data is going to be located - all of this will affect which regulations you need to comply with.

    3. The next stage is to examine the industry sector regulations that are relevant to your business. This will help narrow down which rules to address first. For example, there are strict regulations specific to patient data in healthcare and specific guidelines for storing customers’ credit card details in the retail sector - these requirements must be addressed from the outset.

    4. Having met the sector specific guidelines, you can move up the layer cake and address country requirements - for example certain types of data in Germany have to be stored in German-based data centres. You will need to look at the main country you operate in, as well as other countries you do business in, since each country has its own laws. And be aware when choosing a vendor that very few have data centres located in every EU country, so the first thing you will need to do is get clarity regarding where the data will be stored and whether it will move outside the EU. If the data will transfer outside the EU, you will need to establish that the necessary safeguards for the data transfer are in place.

    5. You’re then ready to move up another layer and ensure you are compliant with the European Union requirements which have some of the most stringent data regulation standards in the world. Compliance here is the gold standard for data protection and will very likely mean you are globally compliant, therefore satisfying the final layer of the process.

    By following a systematic, objective process like this, you’ll hopefully find the volume of regulations to comply with significantly less daunting. You will be able to make informed decisions about risk when moving to cloud models and, for businesses, you can create a governance footprint.

  • 13 Feb 2014 12:00 AM | Anonymous

    Repeal of Third Party Harassment Provisions in the Equality Act 2010 – Has this removed the employer’s risk of liability?

    As part of its UK Employment Law Review in 2012, the UK Government announced that it intended to remove the third-party harassment liability provisions from section 40(2) of the Equality Act 2010. This provision was repealed on 1 October 2013. This article considers the impact of the repeal and whether employees can still bring third party harassment related claims against their employer.

    Background

    In October 2010, section 40(2) of the Equality Act 2010 introduced a provision which directly covered third party harassment liability. Under this provision, employees could bring a claim against their employer if they had been subjected to discriminatory harassment by third parties during the course of their employment on at least two occasions and their employer had failed to take any reasonably practicable steps to prevent the harassment – the so called “three-strike” test. This provision had a potentially far reaching impact as employers became potentially liable for acts committed by third parties such as their suppliers, customers or visitors over whom they had little or no control.

    The rationale for the repeal

    The UK Government’s rationale for the repeal was that it recognised that imposing such a duty on employers was unworkable because employers have little or no direct control over the actions of a third party. During the UK Government’s consultation process on the proposal to repeal this provision, the UK Government received 80 responses from the individual public, public sector employers, unions, equality lobby groups, not-for profit sector employers and business organisations. Interestingly, only 20% of the Respondents were in favour of the repeal and 71% were opposed to it.

    Nonetheless, there was little or no specific evidence or case law in support of retaining this provision. On this basis, the UK Government concluded that the provision should be repealed because there is “no evidence to suggest that the third-party harassment provisions are serving a practical purpose or are an appropriate or proportionate manner of dealing with the type of conduct that they are intended to cover" and the employees were still adequately protected by other provisions in the Equality Act 2010 and by other legislation.

    Has the risk of liability relating to third party harassment been removed?

    While the repeal is helpful to employers as there is no longer any direct legislation covering third party harassment, employees can still potentially bring a claim against their employer relating to third party harassment by relying on other provisions in the Equality Act 2010 or under the Protection from Harassment Act 1997. Employees could argue that the failure to prevent third-party harassment relating to a particular protected characteristic (e.g. race or sex) in itself amounts to “unwanted conduct” under the general harassment provision in the Equality Act 2010. If that conduct has the purpose or effect of violating the employee's dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for them, then that would amount to discrimination by harassment, and there is a risk that a sympathetic Tribunal may find in the employee’s favour. Similarly, an employee could argue that being placed in a situation where the employee is subjected to third party harassment amounts to direct or indirect discrimination.

    An employee could also claim that being subjected to such harassment and the employer failing to take any appropriate actions amounts to a breach of mutual trust and confidence entitling the employee to resign and claim constructive dismissal. It is likely that the parties will rely on case law decided before the third party harassment liability provision existed, where the test for liability is whether the employer had control over the event and whether it could control if the harassment occurred or not. However case law remains inconsistent on these issues and clearer guidance will be required from the courts in future cases.

    Practical steps

    It will be prudent and good employment practice for employers to continue to take any concerns or complaints from their employees about third-party harassment seriously and deal with it appropriately in accordance with the employer’s grievance procedure, harassment and equal opportunities policies. Outsourcing agreements should continue to have adequate provisions and indemnities covering such potential claims.

  • 12 Feb 2014 12:00 AM | Anonymous

    A new report has revealed that three quarters of healthcare CIOs lack confidence in the UK government to deliver innovative IT services.

    The report comes as the government seeks to generate efficiencies from public sector services through IT innovation, this has included a policy of being digital-by-default and moving from paper to digital records.

    A report titled Use of New Technologies in the NHS by Xirrus found that 74 per cent of respondents said that they were either ‘not very confident’ or ‘not confident at all’ in the government’s potential to deliver healthcare innovation from IT.

    The report found that respondents were concerned about the process of IT integration, how data is to be shared and the standardisation of data.

    Scottish government focuses on mobile services to drive patient care

    Digital strategy at heart of public savings in 2014

  • 12 Feb 2014 12:00 AM | Anonymous

    The Public Accounts Committee (PAC) has attacked the renewal of a contract for the cleaning up of Sellafield nuclear reprocessing site after failures to deliver on targets.

    The Nuclear Decommissioning Authority (NDA) have been criticised for renewing a contract with Nuclear Management Partners Ltd (NMP) for a further five years, even though costs have risen under the contract.

    The PAC said costs had risen to "astonishing levels" that clean-up costs at the complex rising from £67.5bn in 2013 to an £70bn, with overall poor progress and a failure to deliver on targets.

    PAC chair Margaret Hodge said: “We are not confident that taxpayers’ interests are being protected in the contractual relationships between the private companies involved in managing and operating the Sellafield site.”

    John Clarke, chief executive officer at the NDA, said that lessons had been learnt: “Both NMP and the NDA now have a much better understanding of the issues and complexities that exist at the site and the challenges that lie ahead.”

    Nuclear supply chain receives £13 million investment

    Centrica pulls out of energy infrastructure expansion

  • 12 Feb 2014 12:00 AM | Anonymous

    A poll has revealed that small businesses are frequently being paid late by larger organisations.

    51 per cent of respondents to a poll carried out by the Federation of Small Businesses (FSB), who provided services to large businesses, said that they were paid late.

    Research from the FSB found that late payments reduced profitability for 34 per cent of respondents and restricted business growth for 29 per cent.

    John Allan, national chairman of the FSB, said: “Small businesses simply can't be expected to lend interest free to their large customers, which is in effect what extended payment terms and late payments results in. This is as much a policy issue as it is a cultural problem within UK business.”

    Francis Maude announces SME purchasing plan

    David Cameron pledges to cut red tape for small businesses

  • 11 Feb 2014 12:00 AM | Anonymous

    India’s outsourcing IT exports are expected to rise by between 13-15 per cent according to new predictions published by the National Association of Software and Services Companies (Nasscom)

    industry lobby group.

    Nasscom have said that they expect IT outsourcing exports to rise by 13-15 per cent over the fiscal years starting in April, with total exports expected to reach $99 billion in value over 2014-2015.

    The predictions are based on the improving global market and expectations of future investment by businesses on competitive technology.

    Nasscom Chairman, Krishnakumar Natarajan, said: “Clearly compared to what we saw in the industry 12 months ago to now, we are seeing a far more positive momentum in our major markets".

    Tech Mahindra report three-fold profit jump

    Bangalore keeps outsourcing top spot in latest poll

  • 11 Feb 2014 12:00 AM | Anonymous

    Dyson has announced a planned investment of £5 million in an Imperial College London robotics lab.

    Dyson has maintained a relationship with the lab since 2005 but the planned investment will be the first time the lab has received funding of this scale.

    The vacuum cleaner technology company has created past prototype robotic cleaning devices in the past, with competitor companies having since launched robotic vacuum cleaners such as the Roomba.

    Sir James Dyson said: "My generation believed the world would be overrun by robots by the year 2014. We now have the mechanical and electronic capabilities, but robots still lack understanding”.

    Amazon buys Kiva Systems for $775m

Powered by Wild Apricot Membership Software