Industry news

  • 3 Dec 2013 12:00 AM | Anonymous

    NatWest and RBS customers were hit by IT failings on Monday after users of the banks services were unable to access online services or use cards to make payments of withdraw money.

    While NatWest released a statement on Tuesday morning, saying that they had “fully resolved”, customers continued to report service failures through social media.

    RBS and NatWest then released an updated statement acknowledging that some customers may still be experiencing issues.

    The IT failings come after failures in 2012 resulted in many customers left being unable to access their bank accounts, after a system upgrade resulted in downtime.

    In a statement, RBS CEO Ross McEwan, said:"For decades, RBS failed to invest properly in its systems. We need to put our customers' needs at the centre of all we do. It will take time, but we are investing heavily in building IT systems our customers can rely on."

    Hardware failure found to be responsible for NatWest outage

    RBS set aside £450 million for IT maintenance

  • 3 Dec 2013 12:00 AM | Anonymous

    The outsourcing of government employees to private sector firms has never been about the government trying to offload pensions risk. The updated Fair Deal guidance allows the pensions risk to remain with the public service scheme, which in turn allows outsourcers to make more competitive bids without large risk margins. The updated guidance should be welcome news for everyone, although there will of course be transitional issues to work though, as with any change.

    Whether or not the guidance applies to a particular contract depends upon who employs the transferring staff. It applies directly to central government departments, agencies, the NHS, maintained schools (including academies) and any other parts of the public sector under the control of Government ministers where staff are eligible to be members of a public service pension scheme. The guidance does not generally apply to local authorities, where an “Admitted Body” framework is already in place to allow direct participation in the scheme. The DCLG (Department for Communities and Local Government) will review whether to bring this framework into line with the guidance under Fair Deal.

    Background

    The Transfer of Undertakings (Protection of Employment) Regulations (“TUPE”), which were first introduced in 1981, provide relatively little provision for the protection of pensions. The Government introduced a separate non-statutory policy, known as “Fair Deal”, in 1999 for the protection of public sector pensions that applies whenever public sector employees are transferred under TUPE. This required contractors to set up a scheme that was “broadly comparable” to the one employees were transferred from, with the associated costs and statutory requirements.

    Revised guidance under the Fair Deal policy was published on 4 October 2013 following a number of consultations since the first announcement of the intended changes in July 2012. The new guidance came into immediate effect, but suggests that contracts at an advanced stage should not be held up due to the change of policy. It is likely to be in contractors’ best interests, though, to push for the new Guidance to be applied whenever possible. All contracts tendered or renewed from April 2015 should comply with the new policy.

    What has changed?

    Under the previous guidance, the new employer had to give protected employees access to an occupational pension scheme which was “broadly comparable” to the public service scheme they were leaving. Staff could choose whether to leave their past service entitlement in the public service scheme (as a deferred pension) or transfer it to the new employer’s broadly comparable scheme under a day-for-day (or equivalent) bulk transfer arrangement.

    Under the new guidance, the new employer will instead participate directly in the public service scheme. This is expected to be a simpler and less costly approach for new contracts, giving benefits to all parties:

    • No need for the contractor to establish a separate scheme

    • The contractor is not left with deferred and pensioner members at the end of the contract

    • The pension contributions are likely to be significantly lower, resulting in a better value contract

    • Members generally prefer to stay in the public service scheme

    There will be cross-subsidies between employers in the public service scheme which may or may not work in the contractor’s favour. Even for a contract where this has a negative impact, though, the cost is likely to be much lower than through a broadly comparable scheme.

    The new guidance should help to open up the outsourcing market to new players who either lacked the resources to establish broadly comparable schemes, or found the costs and risks previously associated with these to be untenable. It should also make it easier to understand the total costs of a contract, without the waters being muddied by ongoing pension deficits.

    Ongoing contracts

    If you already operate a broadly comparable scheme in relation to a contract with some time left to run, you should look now at what you might be liable for at the end of the contract, and consider your options. It may be advantageous to transfer back into the public service scheme now rather than at the end of the contract.

    This will reduce the number of deferred and pensioner members to be left in your scheme at the end of the contract and will also reduce the funding risks over the rest of the contract term. The potential downside is that any current deficit would be crystallised, rather than facing an uncertain future (which could be either a surplus or deficit). The preferred option will depend on your attitude to risk and the size of the contract relative to the organisation as a whole.

    Contracts up for re-tender

    The incumbent contractor needs to understand the obligations it faces under the terms of the existing contract to pay a particular level of transfer value at the end of the contract. Even if they win the contract again, it is likely they will have to transfer staff (and their past benefits) back to the public service scheme.

    The transfer terms out of an existing broadly comparable scheme will be set by the incumbent contractor in line with the provisions of the existing contract, if applicable. The terms for securing the necessary service credits within the public service scheme will be set by the actuary to that scheme. If bidders (including the incumbent contractor) feel that there is likely to be a shortfall between the two transfer amounts, they must request a pricing adjustment within their contact bid supported by a “Reasoned Statement of Need”. In the event that a shortfall does arise in respect of members choosing to transfer their past service, the contracting authority will be required to meet the shortfall. The important point for new bidders is not to inadvertently agree to meet the costs of any shortfall in the previous contractor’s scheme.

    The new guidance does allow for broadly comparable schemes to continue to be used for re-tendered contracts, where this is deemed to be the only viable course of action by the contracting authority. The guidance also allows employees to be offered compensation in lieu of continued membership of their public service scheme or membership of a broadly comparable scheme if neither option is deemed appropriate. In practice, we would expect these exceptions to be invoked in a very small proportion of cases. Where the specific details of staff contracts of employment are problematic (for example requiring benefits broadly comparable to those at the time they left the public service scheme, whereas these schemes will shortly be converting to a Career Average Revalued Earnings basis) then the awarding authority is required to ensure that reasonable steps are taken to amend contracts, or other action taken, to enable the new guidance to be followed.

    Closing down schemes

    Existing broadly comparable schemes will see members transferring out at the end of each contract and no new members coming in, so their employers will eventually need to think about whether (and how) to start decommissioning these schemes. For example, whether there are enough members remaining in the scheme for it to be viable, or whether it is time to consider buying out the remaining benefits with an insurance company. Understandably, there is no suggestion of being able to transfer deferred and pensioner members back into their public service scheme.

  • 2 Dec 2013 12:00 AM | Anonymous

    A new report by Ernst & Young’s has revealed that businesses can expect to find a customer data drought over the coming years as customers become increasingly wary of divulging information.

    The report by Ernst & Young’s, entitled ‘The Big Data Backlash’ report, found that consumers were less willing to share personal information, with 55 per cent providing less information than five years ago, and 49 per cent predicting that they will restrict open information by 2018.

    The report identified new legislation such as the Data Protection Act and media coverage of mass security service observation for a more cautious approach to personal data management.

    While consumers were moving to restrict data, the report revealed that 62 per cent of businesses surveyed, employed customer data collection programmes to drive growth, with 87 per cent of these, saying they saw increased revenues as a result of this practice.

    Big Data still yet to mature

    ICO warns workers over data protection

  • 2 Dec 2013 12:00 AM | Anonymous

    BPO specialists Mindpearl have partnered with a major Australasian focused travel group, to provide ticketing systems including an after hour call service.

    Mindpearl Fiji was founded with the creation of contact centre in Suva in 2009 an proceeded win contracts with 12 international clients to service English speaking markets.

    Mark Mahoney, General Manager at Mindpearl Fiji, said: “We are thrilled at the new partnership with another travel provider and look forward to a long them relationship. Partnering with another global travel provider reaffirms our expertise in the travel and airline sectors”.

    Edelweiss Air moves global call services to Cape Town

  • 2 Dec 2013 12:00 AM | Anonymous

    Fujitsu UK & Ireland has committed itself to helping SMEs bid for business and gain access to its supply chain.

    The IT giant signed up to the Access Pledge, which publicises the support of SMEs and in creating an equal bidding field for contracts and making a"fair, transparent and open" business.

    Fujitsu has moved to create a SME charter which looks to develop improvements for existing SME partners at Fujitsu by improving transparency.

    The pledge to support a level playing field for all suppliers comes after Fujitsu published its Collaboration Nation study, which displayed existing barriers to SMEs.

    Fujitsu extends framework partnership with Virgin

    Centrica partners with Fujitsu for systems modernisation

  • 2 Dec 2013 12:00 AM | Anonymous

    IaaS provider Databarracks has published new research which points to an industry perception of skills shortages within cloud services.

    The research revealed that 43 per cent of UK IT professionals rated their current cloud implementation and management as poor or very poor. In contrast, only 7 per cent rated it as excellent.

    The research revealed that cloud training had been limited with more than half of respondents saying that there were no plans for cloud training over the next year.

    Peter Groucutt, managing director at Databarrack, said: “employees must ensure that they remain relevant in today's changing market by gaining the appropriate skills and qualifications.”

    Cloud market revenue to reach nearly $20 billion by 2016

    Businesses find cloud migration costly

  • 2 Dec 2013 12:00 AM | Anonymous

    David Cameron has arrived in China to promote trade links with the UK, in a record breaking trade mission, which will see the prime minster visit around 100 business people.

    Cameron’s trade mission comes as he pushed for an EU-China deal, with a reduction of trade barriers to Chinese imports. The move however is opposed by many EU countries, which fear that increased openness would lead to the EU market becoming flooded with cheap Chinese imports.

    David Cameron said: “China's transformation is one of the defining facts of our lifetime ... I see China's rise as an opportunity, not just for the people of this country but for Britain and the world".

    The UK Prime Minsters visit to China follows British Chancellor George Osborne’s visit to China during last month, in which he announced a ease of banking laws impacting Chinese businesses.

    Britain open to Huawei investment

    Manchester airport receives major investment from China for £800 million project

  • 28 Nov 2013 12:00 AM | Anonymous

    Research carried out by KPMG has revealed that outsourcing is frequently being driven by businesses’ need for improved customer satisfaction.

    The research revealed that may large contracts, worth more than £10 billion and involving the outsourcing of technology services, are being driven by the need to develop customer service.

    The study known as the ‘Service Provider Performance and Satisfaction’ found that 48 per cent if respondents based their decision to outsource on the desire to improve service levels.

    The move to outsourcing comes after companies have been impacted by skill shortages, with 58 per cent of respondents saying that ‘the need to access skills’ was an influential factor for outsourcing.

    Jason Sahota, director in KPMG’s Shared Services and Outsourcing Advisory team, said: ““The impact of a marketplace dominated by customers demanding more for less, combined with a decline in the number of staff able to meet these high standards, means that the pressure to deliver is stronger now than at any time in the past few years”.

    Service providers looking to “VPO” to enhance customer experience

    Email Customer Service is Dying

  • 28 Nov 2013 12:00 AM | Anonymous

    The Welsh Government has launched National Procurement Service (NPS), with a mandate of creating public sector savings while encouraging local firms to bid for government contracts.

    The announcement of the creation of the NPS was made by Finance minister Jane Hutt and local government minister Lesley Griffiths.

    The NPS is expected to save £25 million per year by focusing on increasing efficiency and the duplication of services.

    Hutt said that the NPS “demonstrates that in Wales we can develop innovative approaches through a public sector that is prepared to work collaboratively across organisational boundaries for the greater good. She added that the procurement program, “will not only make it easier for suppliers to engage but will also provide crucial opportunities to develop local supply chains with local Welsh businesses."

    Welsh government invests in IT skills as market grows

    Welsh public sector sets new procurement policy

  • 27 Nov 2013 12:00 AM | Anonymous

    Sitel, a leading global customer care provider, today announced that it has been named as a leader in the global contact centre outsourcing market and a top quartile performer in the Contact Centre Outsourcing (CCO) Service Provider Landscape market report by Everest Group.

    The Everest Group report is an assessment of contact centre outsourcing providers’ market success and delivery capabilities and analyses more than 20+ service providers and 750 contact centre outsourcing deals signed, as of December 2012.

    Sitel’s scale, scope, technology capability, delivery footprint and market success were assessed and placed as Leaders on the Everest Group PEAK (Performance | Experience | Ability | Knowledge) Matrix.

    Sitel has been positioned as a leader based on its top quartile performance across market success and delivery capability.

    Sitel’s CEO and President, Bert Quintana commented, “Sitel is delighted to be assessed by Everest Group as a leader and top quartile performer in such a respected and influential report. The industry is highly competitive and to have our expertise and capabilities recognised above other global providers, is proof of our investment over the last few years. I would like to thank all of our people worldwide who make this possible by continually delivering great customer service solutions and value to our clients through outsourcing.”

    Everest Group’s Vice President, Katrina Menzigian, added, “Sitel has experienced strong market success with clients across all major geographies and industries, with an ability to deliver across transactional and value-added contact centre services. Sitel also has a balanced delivery footprint evenly distributed across the globe. As a result, Sitel has been positioned as a leader on the CCO PEAK Matrix.”

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