[kictanet] BPO Industry Review (was Re: Stakeholder Queries:)

Tue Sep 2 11:23:46 EAT 2008

Hi Brian  and all

Interesting questions and concerns.

The University of Nairobi with support from the Canadian International 
Development Research Center (IDRC) will be conducting research in the 
business process outsourcing (BPO) sub-sector in pioneer, emerging and 
mature markets in order to provide evidence and a deeper understanding 
of the imperatives for success in this industry to better inform Kenya’s 
policy decisions and investment choices.

This will answer most of the questions you have posed below, I believe. 
Dr/s. Nyaki and Waema can elaborate further on the scope of the research.

best
alice

> Hi All,
>
> It is interesting that BPO seems to have taken a centre stage in many  
> discussions surrounding Kenya's ICT development and growth. While I  
> do believe that BPO/KPO has huge potential. I am a bit skeptical  
> about this "silver bullet" approach which might be akin to putting  
> all our eggs in one basket.
>
> What if the basket gets stepped on by some giant like Malaysia, South  
> Africa or others?
>
> I would be very interested in taking a much closer look at the BPO  
> industry in Kenya. Who are the players? What are the opportunities?  
> What is the potential for growth? What steps are we taking to enhance/ 
> develop/increase capacity in BPO/KPO? What kind(s) of investments are  
> required to make this industry boom? What are the local opportunities  
> for BPO/KPO? What are the international opportunities for BPO/KPO?
>
> I think that answers to these and many other questions will help  
> other like me who are a bit unclear in their minds as to how BPO will  
> be our saviour have a clearer view. It might also just show that BPO  
> is a contributing factor and not necessarily the holy grail that at  
> the moment seems to be the general perception.
>
> Regards,
>
> Brian
>
>
>
> On Sep 2, 2008, at 8:25 AM, David Otwoma wrote:
>
>   
>> Dear All,
>>
>> "Comments from BPO operators and of course other Stakeholders" please.
>>
>> Safaricom in Sh1bn customer care plan (see Daily Nation page 28)
>>
>> -------------------------------------------------
>>
>> Many companies have been turning to BPOs as the financial benefits of
>> outsourcing continue to make it compelling, with cost savings and
>> efficiency improvements being the dominant reasons companies use such
>> services. However, companies biggest concerns on outsourcing relate to
>> data security.
>>
>>
>> -----------------------------------------------------
>>
>> The move, seen a precautionary measure in the face of growing
>> competition, marks a complete turnaround by the mobile provider which
>> in July last year had sought quotations from local Business Process
>> Outsourcing (BPO) firms.
>>
>> "Outsourcing the customer care function proved to be too expensive for
>> the kind of quality that we required. We will just have to run the
>> service in-house," said Safaricom chief executive Michael Joseph.
>>
>>
>> http://www.nation.co.ke/business/news/-/1006/466372/-/jiyt3xz/-/ 
>> index.html
>>
>>
>> On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney  
>> <seanm at aitecafrica.com> wrote:
>>     
>>> Dear Liko,
>>>
>>>
>>>
>>> We would like to invite you to make a presentation at the forthcoming
>>> Outsourcing & Contact Centre Conference, which we will be holding  
>>> over 4-5
>>> November under the auspices of the Ministry of Information &  
>>> Communications
>>> and in partnership with the ICT Board. The programme of confirmed
>>> presentations so far is attached.
>>>
>>>
>>>
>>> It would be great if you would be willing to share your experience  
>>> with the
>>> other participants.
>>>
>>>
>>>
>>> Yours sincerely,
>>>
>>>
>>>
>>> Sean Moroney
>>>
>>> Chairman
>>>
>>> AITEC Africa
>>>
>>> seanm at aitecafrica.com
>>>
>>> UK Tel: +44(0)1480-880774
>>>
>>> UK Fax: +44(0)1480-880765
>>>
>>> UK Mobile: +44(0)7973-499224
>>>
>>> Kenya Mobile: +254(0)721-845674
>>>
>>> Mozambique Mobile: +258-82-6181618
>>>
>>> Nigeria Mobile: +234(0)802-0571766
>>>
>>> SA Mobile: +27(0)724-577887
>>>
>>> Skype: seanmoroney
>>>
>>> www.aitecafrica.com
>>>
>>> Please visit our discussion group on The Banking Technology sector  
>>> in Africa
>>> at: http://groups.yahoo.com/group/africanbankingtech
>>>
>>>
>>>
>>>
>>>
>>> AITEC Africa is the trading name of AITEC Conferences Limited
>>> UK Company registration number: 4698475
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> ________________________________
>>>
>>> From: kictanet-bounces+seanm=aitecafrica.com at lists.kictanet.or.ke
>>> [mailto:kictanet-bounces 
>>> +seanm=aitecafrica.com at lists.kictanet.or.ke] On
>>> Behalf Of Peres Were
>>> Sent: 01 September 2008 12:23
>>> To: seanm at aitecafrica.com
>>>
>>> Cc: 'KICTAnet ICT Policy Discussions'
>>> Subject: Re: [kictanet] Stakeholder Queries:
>>>
>>>
>>>
>>> Liko,
>>>
>>>
>>>
>>> It would be great to hear from you and others, your insights into  
>>> sales and
>>> marketing insights that can benefit the BPO, KPO sector. We can  
>>> continue the
>>> discussion off the list.
>>>
>>>
>>>
>>> Kind regards
>>>
>>>
>>>
>>> Peres Were
>>>
>>>
>>>
>>> ________________________________
>>>
>>> From: kictanet-bounces+pwere=cascadegl.com at lists.kictanet.or.ke
>>> [mailto:kictanet-bounces+pwere=cascadegl.com at lists.kictanet.or.ke]  
>>> On Behalf
>>> Of Liko Agosta
>>> Sent: 01 September 2008 10:33
>>> To: pwere at cascadegl.com
>>> Cc: KICTAnet ICT Policy Discussions
>>> Subject: Re: [kictanet] Stakeholder Queries:
>>>
>>>
>>>
>>> About ICT Board and all these Boards …
>>>
>>>
>>>
>>> Do they ever have open sessions where stakeholders can review  
>>> strategy,
>>> advice, brainstorm ?
>>>
>>>
>>>
>>> As CEO of verviant, I have been able to get business … I feel like  
>>> I have
>>> insights into the sales and marketing process that can benefit other
>>> software/ICT providers …
>>>
>>>
>>>
>>> Thanks
>>>
>>>
>>>
>>> Liko Agosta, CEO
>>>
>>> Verviant Consulting Services.
>>>
>>>
>>>
>>> www.verviant.com
>>>
>>>
>>>
>>> Phone    : 1-919-341-1820
>>>
>>> Fax        : 1-978-268-8403
>>>
>>>
>>>
>>> Toll Free: 1-866-551-4935
>>>
>>>
>>>
>>> Pager: 9193891551 at txt.att.net
>>>
>>> ---------- Forwarded message ----------
>>> From: Brian Longwe <blongwe at gmail.com>
>>> Date: Aug 29, 2008 9:31 AM
>>> Subject: Re: [kictanet] ICT Board Strategy a Farce
>>> To: wambuiwakarema at yahoo.co.uk
>>>
>>> Very strong language - but I think you should relax as your  
>>> concerns are
>>> unfounded.
>>>
>>> I am at the Strategic retreat. Unfortunately Gilda Odera -  
>>> Chairperson of
>>> BPO, who was supposed to be present had to cancel at the last minute.
>>>
>>> Brian
>>>
>>> On 8/29/08, Wambui Wakarema <wambuiwakarema at yahoo.co.uk> wrote:
>>>
>>>
>>>
>>> I have read with surprise the Kictanet mailout from the ICT Board  
>>> claiming
>>> they are going for a stakeholders strategy workshop in Naivasha.
>>>
>>> Who are these stakeholders? Are there any representing the BPO  
>>> sector?? I
>>> ask this because I have contacted the industry association and  
>>> they dont
>>> seem
>>>
>>> to be in the know either. This is quite bizarre, especially since  
>>> BPO is a
>>> key sector of the ICT Board's mandate.
>>>
>>> Who are the stakeholders from the other ICT sectors? Shouldnt the  
>>> Board be
>>> getting input from key stakeholders at this workshop.
>>>
>>> They are wasting government resources going to write strategies  
>>> and then
>>> 'presenting' to stakeholders, yet stakeholders should have been  
>>> involved
>>> from the word go.
>>>
>>> The
>>>
>>>       
>> -- 
>> David Otwoma,
>> Chief Science Secretary,
>> National Council for Science and Technology,
>> Utalii House 9th Floor,
>> Mobile tel: +254 722 141771,
>> Office tel: +254 (0)20 2346915,
>> P. O. Box 29899 - 00100, Nairobi, Kenya
>> email: otwomad at gmail.com & otwoma at ncst.go.ke
>> www.ncst.go.ke
>>
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>>     
>
>
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>   