[kictanet] BPO Industry Review (was Re: Stakeholder Queries:)
Justin Mburu
jt.alliance at gmail.com
Sun Sep 7 18:52:16 EAT 2008
Sam,
It is rather unfortunate that you are disappointed by my responses, but let
us call a spade a spade here.
I think you got me wrong, did not say my friend closed shop at all.My friend
hasnt closed shop at all despite the bandwidth subsisdy being not
forthcoming. His shop, infact they are two friends, their centers are doing
so well and growing by the day, and they had set up before the subsidy
promises flocked in. This just goes to show at least there are centers who
setup BPOs for all the right reasons, and hence they are BOTH WELL DEVELOPED
AND WELL EQUIPPED to offer quality services to their clients and hence the
reason why they have not closed shop to now. Hope now you are less
disapponited.
The support the private sector needs from the governmnet in this industry
comes at the point of marketing Kenya as an outsourcing destination to
international markets. I mean we need to put a face of Kenya out there. So
how else shall we achieve this? Of course by having great support from
government to help us achieve this. and by great support, I do not mean
government to pay pay pay BPO Practitioners, there are many ways the
government can support for instance boosting private sector firms in
attending international BPO events, in organising marketing and networking
events with international buyers etc.
It is true that the society and board have to come up with startegies that
will put Kenya in the same levels as philipines and the rest. And the time
to have this startegies in place is now.
Regards,
Justin
On Fri, Sep 5, 2008 at 12:42 PM, Sam regee <sam.regee at zenbe.com> wrote:
> Justin,
>
> I am disappointed by your responses. The fact that some investor went and
> spent a lot of money of fitting out their operations does not make them
> developed, just well equipped. The fact that they closed shop as soon as the
> bandwidth closed (in the case of your friend - elaborates the issue of
> concern)
>
> We need to think sequentially for a moment. Everytime you hear the ICT
> Board mentioned here one can clearly see that the perspective being
> expressed - sometimes between the lines - is what we want for them to pay
> for us (BPO practitioners) etc. When I listen to people talking about what
> it takes to set up a BPO facility, you'd think that it will cost a mere
> couple of hundred thousand shillings. Certainly I have received a
> consultant's report that suggested that it will take less than kshs. 1
> million to set up. No mention of the marketing function and costs.
>
> It is shallow to suggest that Kenya is competing with Phillipines and India
> but the corresponding organisations cannot be compared. We are kidding
> ourselves if we do not expect of the society and the board to operate at the
> same strategic levels as India,Phillipines, South African etc organisations.
>
> I get the sense that people just have not internalised what it would mean
> to take a significant slice of
> the global market - otherwise, we really should be talking mathematics -
> "it will take (for example) 100,000 seats operating at full capacity for us
> to be managing 1% of the global BPO revenues.." Our story at that point
> stops being - as Peres says - merely a "strong revenue generator", that will
> result in "job creation". Our language would morph from "we couldn't go
> because of funding..." and other general platitudes.
>
> Competing with the rest of the world requires an uncompromising expectation
> andunderstanding of what it takes to win and therefore the prize is not for
> amount of work but results...
>
> I don't know - does anyone feel me?
>
>
> ---------------
> Dr. Sam Regeee
> ZBI
> I organised my thoughts if you will notice around the subject of business -
> not just having the office with computers and bandwidth. In my calculations
> so far, bandwidth only seems to take 16-19% of the business costs and this
> is calibrated depending on usage (whether work is there or not). over 30% is
> HR costs. At least 35% is marketing costs. In this sort of thinking one is
> able to calcuate just what one must invest and over what period of time.
>
> On 09/04/2008 "Justin Mburu" <jt.alliance at gmail.com> wrote:
> >Good day All,
> >
> > This interesting subject on BPO rather caught my attention intensely I
> must
> > say :-)
> >
> > I have just come from the UK a couple of months back and look to setup a
> > contact center locally, now that the industry has begun to pick up amid
> the
> > hiccups here and there.
> >
> > And to pick up on some of Sam Regee's points as outlined below, i will
> also
> > tend to share my findings as well: (My comments are in blue font in
> > commenting to Sam Regee's comments)
> >
> > > 1. That much of the BPO sector has been set up in an uncompetitive
> > framework
> > > that cannot be sustained. Businesses (for this is what they are) have
> been
> > > set up while factoring heavily the potential government subsidy. --- I
> > have a friend of mine who set up here on Kenya long before the subsidy
> was
> > in place, and so therefore you cannot base your claims on a few vendors
> who
> > set up in a rush for the subsidy only to close shop when they realized
> that
> > the bandwidth wasnt forth-coming at all.Meaning they got in the industry
> on
> > a wrong foot. There are several which are still operating and have been
> on
> > since even before the subsidy issue.
> >
> > > 2. That the private sector players in the industry are too dependent on
> > > government (through the Kenya ICT Board) for marketing and business.
> > > Essentially there is too much government in the business of outsourcing
> > here
> > > - not from a legislative perspective but from an operational
> perspective
> >
> > > This is clearly untenable because, having glanced at the Kenya ICT
> Board's
> > > strategy as articulated by its officials severally, their mandate goes
> > much
> > > further than BPO - as at the time they were set up, that is. For sure,
> I
> > > perceive them as a marketing organization but marketing Kenya's overall
> > ICT
> > > rather than just IT enabled services.---- Sam if you look clearly, you
> > will realise private sector are not that dependent on government/ICT
> Board
> > at all. Have you even walked around the existing centers and seen how
> > developed most are? Did government/ICT Board help them get to the levels
> of
> > development they are in? I think not. If I were you I would visit
> existing
> > centers first before I leap to claiming the private sector are
> > dependant on government/ICT
> > Board. Or maybe you can shade some light for us on what exactly you mean
> by
> > ' too dependent' :-) and also it is obvious government has to be
> involved
> > because if you have been keen on what has been going on since you arrived
> in
> > the country, you will realise BPO is one of the 5 pillars of the set
> Vision
> > 2030 which is a government initiative. So whether we like it or not,
> > government has a major role to play in ensuring this industry picks up
> here
> > in Kenya.
> >
> > On the note of ICT Board's role in marketing, if you have been keen on
> all
> > organised BPO/Contact Center events, ICT Board itself has always put
> itself
> > on the frontline in this events, meaning they themselves are the ones
> > focusing too much on the BPO/Contact center industry and putting so much
> > energy on it, (which is a good thing anyway) , while there are so many
> ICT
> > things to market on. So I agree with you that ICT Board should focus on
> > marketing Kenya's overall ICT rather than just IT enabled services.
> >
> > > 3. That the private sector umbrella body, the Kenya BPO Society - and I
> > have
> > > read the discussions by the chairman of the Society here - seems to not
> > > articulate well its programmes (at least to my understanding) what they
> > are
> > > about overally.---- From my point, the chairman of the society clearly
> > laid out who they are overally, and what they do. And for such a young
> > society, I say kudos to where they are now. You can visit their offices
> and
> > I am sure they will be more than glad to tell you on a one-on-one basis
> what
> > they are all about. For all I know, they are doing a great job, and I
> wish
> > them all the best as they continue to drwa the industry to high depths.
> Just
> > to give you a bit of what they have achieved so far, so that you can
> > apprecaiate they are on the right direction, they recently launched the
> > Standards & Ethics guidelines for the industry, which I say is a very
> > brilliant step, considering how young the industry is here in Kenya. So
> it
> > is with such laid guidelines that the BPO industry in Kenya will be able
> to
> > be laid in a firm solid foundation that is based on international
> operation
> > standards in BPO & Contact Center industy.
> >
> >
> > > If I were to turn to the BPO Services Association Unlimited (
> > > http://www.bsau.org/), I can see a marketing campaign and a marketing
> > > position that they have taken. This came from the outsourcing private
> > sector
> > > - and some of their programmes have support from the Phillipino
> government
> > > but the drive is from the private sector. If I look at NASSCOM, I can
> see
> > > that they are private sector led and their main purpose is the
> promotion
> > of
> > > India as the leader in BPO services globally. In fact, they start by
> > saying
> > > that they are a global organization - which is a position of strength.
> >
> > > Has the BPO Society attained such a level of pedigree - which starts in
> > the
> > > mind with strategy - that would enable them to lead the sector to
> > > prosperity? I have not heard it in their discussions at the few events
> > where
> > > I have had a chance to listen to the Chairperson and other officials of
> > the
> > > society.-----My friend, it seems you have really been behind the
> screens
> > with the society updates. Next week they will be launching their 3 year
> > marketing strategy plan. This is indeed another brilliant step they will
> > have taken as young an association as they are.From one of their forums,
> I
> > remember them mentioning that one of their strategies is to join hands
> with
> > several associations globally. This shows great initiative in making sure
> > the industry gets recognized globaly through such relations. It rather
> > unfortunate that the society did not get to participate at the EXPO
> ZARAGORA
> > 2008 Spain event which from my research had many international
> associations
> > attending the event such that it could have been an ideal place to
> network
> > and form relations with the other international associations. I hear the
> > society was to participate but they got a critical hiccup at the last
> minute
> > (maybe the society chairman can fill us in on what exactly happened for
> them
> > to miss such a crucial beneficial event). But I hear the CEO of ICT Board
> Mr
> > Paul Kukubo and a local call center director,attended the event, maybe
> they
> > can shed more light for us (if they are in the mailing list) what exactly
> > went on in the Spain event and if they managed to secure any
> opportunities
> > from the event. It is at such events that the society looks to the
> > government support in ensuring they and also some industry players get to
> > attend such events as Kenyan political figures were also present at the
> > event as well as government officials. Such is where much lobbying can
> take
> > place and the society can lobby their way to getting in beneficial
> relations
> > with other international associations as well us get prospective clienst
> for
> > industry players at some point.
> >
> > Hey and dont you think you are being too harsh on the society by
> comparing
> > them with giant international BPO industries which definately have giant
> > associations as well? I say give some credit to the Kenya BPO Society
> this
> > far they have come. So instead of comparing them with big giants, look
> more
> > into working with them into becoming a giant as well.
> >
> > Kenya BPO society is also private sector led, its only that the ICT Board
> > takes much of the show (and we are not saying this is a bad thing) hence
> I
> > think this ends up confusing industry players, and it always ends up
> looking
> > like the industry is government driven, if you get my point. The
> government
> > should be there just to support maybe in terms of funding
> society-organsised
> > BPO events, which are beneficial to all industry players for instance in
> > marketing the country as a BPO destination, etc. But what the
> government/ICT
> > Board should not do is brand all BPO related shows to be government/ICT
> > Board shows, as this is what makes it all look like the industry in Kenya
> is
> > government/ICT Board-driven and govt/ICT Board dependant, in stead of
> being
> > private sector-driven.
> >
> >
> > > c) Has the BPO Society (or the Kenya ICT Board since they are so much
> in
> > the
> > > thick of things here) done a comprehensive marketing plan for the
> sector -
> > > or do they each have one? ---- For all I know, I hear the Kenya BPO
> > society has a marketing strategy which they are launching some time next
> > week. Maybe you should find our more details about it from the society
> > itself, so that you can be able to attend and maybe you will get your
> > answers there. I will be attending, and would really like to meet you
> there
> > Sam Regee so that we can chit chat about this industry in a more
> > comprehensive way. What do you say? I sure hope to see you there. I never
> > miss society events as they give me hope that there is a light at the end
> of
> > the tunnel in this BPO industry here in Kenya.
> >
> > As for ICT Board, I have not heard of any so far.
> >
> >
> >
> > I hope this has helped you gauge the phase we are at now in this new
> > industry in Kenya.
> >
> > On a lighter note, what does the ZBI from you signature stand for?
> >
> >
> > Regards,
> >
> > Justin
> >
> >
> >
> >
> > >Hi all,
> > >
> > > As a recently returned (to Kenya) academic and entrepreneur, with an
> > > interest in the BPO sector - explicitly: I want to set up a legal
> > > transcription facility here. As I go about my research, I have been to
> see
> > > one or two operations, while I was in my previous engagement a few
> months
> > > ago and I am saddened to note that quite a number of the BPO operations
> > that
> > > were in existence a few months ago are no more.
> > >
> > > having spoken to a few people in the industry, I am led to form some
> > > preliminary conclusions (which I hope to validate here): I apologise in
> > > advance, if I offend, but it is in a positive spirit, that I advance
> these
> > > thoughts here.
> > >
> > > 1. That much of the BPO sector has been set up in an uncompetitive
> > framework
> > > that cannot be sustained. Businesses (for this is what they are) have
> been
> > > set up while factoring heavily the potential government subsidy.
> > >
> > > 2. That the private sector players in the industry are too dependent on
> > > government (through the Kenya ICT Board) for marketing and business.
> > > Essentially there is too much government in the business of outsourcing
> > here
> > > - not from a legislative perspective but from an operational
> perspective.
> > >
> > > This is clearly untenable because, having glanced at the Kenya ICT
> Board's
> > > strategy as articulated by its officials severally, their mandate goes
> > much
> > > further than BPO - as at the time they were set up, that is. For sure,
> I
> > > perceive them as a marketing organization but marketing Kenya's overall
> > ICT
> > > rather than just IT enabled services.
> > >
> > > 3. That the private sector umbrella body, the Kenya BPO Society - and I
> > have
> > > read the discussions by the chairman of the Society here - seems to not
> > > articulate well its programmes (at least to my understanding) what they
> > are
> > > about overally.
> > >
> > > If I were to turn to the BPO Services Association Unlimited (
> > > http://www.bsau.org/), I can see a marketing campaign and a marketing
> > > position that they have taken. This came from the outsourcing private
> > sector
> > > - and some of their programmes have support from the Phillipino
> government
> > > but the drive is from the private sector. If I look at NASSCOM, I can
> see
> > > that they are private sector led and their main purpose is the
> promotion
> > of
> > > India as the leader in BPO services globally. In fact, they start by
> > saying
> > > that they are a global organization - which is a position of strength.
> > >
> > > Has the BPO Society attained such a level of pedigree - which starts in
> > the
> > > mind with strategy - that would enable them to lead the sector to
> > > prosperity? I have not heard it in their discussions at the few events
> > where
> > > I have had a chance to listen to the Chairperson and other officials of
> > the
> > > society.
> > >
> > > These are preliminary thoughts that I have developed and I would be
> happy
> > to
> > > see them examined and torn apart and validated as the case may be.
> > >
> > > meanwhile, some pointed questions:
> > >
> > > a) Is there any science to a slice of the $310 Billion opportunity
> > > presented by the society? This is to ask, how many seats would we need
> to
> > > have to have a 1% slice of the opportunity?
> > >
> > > b) How many BPO operators are there now - and more pointedly - how many
> > are
> > > actually functional?
> > >
> > > c) Has the BPO Society (or the Kenya ICT Board since they are so much
> in
> > the
> > > thick of things here) done a comprehensive marketing plan for the
> sector -
> > > or do they each have one?
> > >
> > > This is a very good discussion.
> > >
> > >
> > > -------------------------------
> > > Dr. Sam Regee
> > > ZBI
> > >
> > >
> > >
> > > null
> > >
> > > On 09/04/2008 "Brian Longwe" <blongwe at gmail.com> wrote:
> > > >This message bounced back yesterday - seems the listserver is having
> some
> > > > constipation....
> > > >
> > > > Brian
> > > >
> > > > ---------- Forwarded message ----------
> > > > From: Brian Munyao Longwe <blongwe at gmail.com>
> > > > Date: Wed, Sep 3, 2008 at 5:35 PM
> > > > Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder
> > Queries:)
> > > > To: Liko Agosta <likoa at verviant.com>
> > > > Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
> > > >
> > > >
> > > > Hi Liko,
> > > >
> > > > Sorry, I was driving with one hand n texting with the other
> > (usinistaki).
> > > > Thus the v brief response. Pls so feel free to share your views with
> the
> > > > rest of the list, we NEED to hear from practitioners! As mentioned,
> this
> > > > discussion should help she'd some light on this relatively 'new'
> > industry
> > > so
> > > > that inner and outer stakeholders can develop a better understanding.
> > > >
> > > > It would also be great to hear from the ICT Board (hint hint) -
> although
> > > > they're probably a bit gun-shy right because they don't want to be
> > flamed.
> > > >
> > > > On your point regarding the CEO being 'seconded' to the USA for an
> > > extended
> > > > period... Hmmm... Maybe not... BUT.... Your suggestion about high
> level
> > > > representation makes sense. How about a full fledged office, maybe
> with
> > > > Dep.CEO ranking.... Dunno...just thoughts....
> > > >
> > > > Nway, please do share ur thoughts, ideas, suggestions, challenges,
> > > > headaches, the lot!
> > > >
> > > > Brian
> > > >
> > > > Sent from my iPhone
> > > >
> > > > On 03 Sep 2008, at 4:37 PM, "Liko Agosta" <likoa at verviant.com>
> wrote:
> > > >
> > > > Brian
> > > >
> > > >
> > > >
> > > > I don't mind taking a call from you to explain what has happened and
> > where
> > > > Kenya is and some ideas about the best way forward
> > > >
> > > >
> > > >
> > > > Obviously, I will be looking at life from a providers point of view …
> > > >
> > > >
> > > >
> > > > Also, which organization do you represent ?
> > > >
> > > >
> > > >
> > > > Liko Agosta, CEO
> > > >
> > > > Verviant Consulting Services.
> > > >
> > > >
> > > >
> > > > <http://www.verviant.com>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
> > > >
> > > >
> > > >
> > > > *From:* kictanet-bounces+likoa=verviant.com at lists.kictanet.or.ke [
> > > > mailto:kictanet-bounces <kictanet-bounces>+likoa=
> > > > verviant.com at lists.kictanet.or.ke] *On Behalf Of *Gilda Odera
> > > > *Sent:* Wednesday, September 03, 2008 4:16 AM
> > > > *To:* Liko Agosta
> > > > *Cc:* 'KICTAnet ICT Policy Discussions'
> > > > *Subject:* Re: [kictanet] BPO Industry Review (was Re: Stakeholder
> > > Queries:)
> > > >
> > > >
> > > >
> > > > Hi Brian,
> > > >
> > > >
> > > >
> > > > If you recall, initially the ICT Board was created mainly " to
> market
> > > Kenya
> > > > as an outsourcing destination". I think many other things were lumped
> > onto
> > > > the board without putting structures in place ie. personnel and
> budgets.
> > > >
> > > >
> > > >
> > > > On another note, I am surprised you are still asking about the role
> and
> > > > obligations of KBPOCCS after the lengthy emails.
> > > >
> > > > Maybe you should re-read them?:)
> > > >
> > > > It is true there is more shouting from BPO players in KICTANET,media,
> > > > everwhere..... maybe the others are content or indifferent....
> > > >
> > > > That should not stop the BPO Sector from airing views or making
> demands.
> > > > Remember your ISP days? You and some others in the ISP arena were
> very
> > > > vocal and that impacted on various other sub-sectors who benefited.
> > > >
> > > > I say, if there is an issue that needs attention, it needs to be
> known.
> > I
> > > > would suggest that the other sub-sectors also start shouting out
> their
> > > > issues that they want to see being resolved. We are all
> inter-connected
> > so
> > > > any gains will benefit all others.
> > > >
> > > > Can someone from the ICT Board please say something? Is it true you
> are
> > > > being blamed by others for focusing too much on BPO and if so, how
> are
> > you
> > > > balancing the act?
> > > >
> > > >
> > > >
> > > > Best
> > > >
> > > >
> > > >
> > > > Gilda
> > > >
> > > > ----- Original Message -----
> > > >
> > > > *From:* Brian Munyao Longwe <brian at caret.net>
> > > >
> > > > *To:* Gilda Odera <godera at skyweb.co.ke>
> > > >
> > > > *Cc:* 'KICTAnet ICT Policy Discussions' <
> kictanet at lists.kictanet.or.ke>
> > > >
> > > > *Sent:* Wednesday, September 03, 2008 8:55 AM
> > > >
> > > > *Subject:* Re: [kictanet] BPO Industry Review (was Re: Stakeholder
> > > Queries:)
> > > >
> > > >
> > > >
> > > >
> > > >
> > > > Great input Lika. Seems like you have a real handle on this industry.
> If
> > I
> > > > may recap:
> > > >
> > > >
> > > >
> > > > Clients (I presume these are international) gauge a BPO provider
> based
> > on
> > > > four main criteria:
> > > >
> > > > a) Capability: This speaks to an area of skillset matching across
> > industry
> > > -
> > > > do we have enough "intel" on the necessary skillsets so that if
> someone
> > > > wants to outsource their transcription of recorded audio court
> records
> > or
> > > > psychiatric interviews - the BPO operators personnel understand
> enough
> > > about
> > > > the subject matter to capture the relevant language (don't know if
> this
> > is
> > > a
> > > > good example but it's what comes to mind)
> > > >
> > > > b) Cost-cutting potential: If the customer is the one asking this
> > > question,
> > > > then it seems that they expect the BPO operator to have alread
> studied
> > to
> > > > some extent their business, at` least enough to understand ways in
> which
> > > > savings can be accrued.
> > > >
> > > > c) Referenceable clients
> > > >
> > > >
> > > >
> > > > If the CEO of the ICT board calls the CEO of ATT he is more likely to
> > get
> > > a
> > > > meeting and business as opposed to the CEO of Kamau Wanjala
> Outsourcers
> > …
> > > > again, I don't know what the ICT Board has been doing (am sure they
> have
> > > > done a lot … may be like top secret strategy stuff) but in my opinion
> > the
> > > > CEO of that board should be based in US for like 90% of the year ..
> talk
> > > to
> > > > clients, be a rain maker, schmooze, play golf and open doors.
> > > >
> > > >
> > > >
> > > > This belies the assumptions and perceptions on which I initiated this
> > > > thread. For some reason there seems to be some kind of implicit
> > > expectation
> > > > that the ICT Board exists to servie the BPO industry - why is that?
> > > Kenya's
> > > > ICT is definitely much more than just BPO (as Gilda clearly pointed
> > out).
> > > >
> > > >
> > > >
> > > > On this list we have heard a lot of complaints (largely from BPO
> > players)
> > > > about the ICT Board's lack of support for the BPO industry, while on
> the
> > > > other hand other sector players saying that the Board pays too much
> > > > attention to BPO. What should the role and obligation of the board in
> > the
> > > > BPO sector be? Could it be strategic?
> > > >
> > > >
> > > >
> > > > What can we say is the role of the BPO/CC Society and it's
> obligations
> > > (both
> > > > to internal and external stakeholders) in the larger scheme of
> things?
> > > >
> > > >
> > > >
> > > > Regards,
> > > >
> > > >
> > > >
> > > > Brian
> > > >
> > > >
> > > >
> > > > On Sep 2, 2008, at 11:07 PM, Liko Agosta wrote:
> > > >
> > > >
> > > >
> > > > All that you guys are talking about is good ... but when I talk to
> > > clients
> > > > they ask the following questions
> > > >
> > > > a. Can you do the job ?
> > > >
> > > > b. How much will you save me ?
> > > >
> > > > c. Have you done this for anyone else (especially in my
> sector/country)
> > ?
> > > >
> > > > d. Can I talk to references
> > > >
> > > > 1-3 page executive proposals work better than 50 page proposals. C
> level
> > > > execs never go past page 3 of proposals. They really don't care where
> I
> > am
> > > > working from
> > > >
> > > > Only 1 client asked about Kenyan copyright laws .. and our lawyer
> gave a
> > > > sufficient answer... we got the work and have saved them over USD
> > 500,000
> > > >
> > > > About Safaricom and Land Registry and all this projects that keep
> > breaking
> > > > our hearts and hurting our feelings :) ....
> > > >
> > > > Let's assume Safaricom is has 400 customer services reps .... would
> > they
> > > be
> > > > an ideal client for any BPO in Kenya ? if they pay their employees
> 50k
> > per
> > > > month .. a BPO would have to charge them 100k per month FOR THE SAME
> > > > EMPLOYEE across town.
> > > >
> > > > Now, maybe I have all this wrong but there are more than 10000
> companies
> > > in
> > > > the developed world with over 400 "clerical employees" who they pay
> an
> > > > average of 3000$ per month. If you went and targeted these companies
> > ....
> > > > you can get 100k per employee, pay the employee 50k etc and the
> client
> > > will
> > > > be happy, you happy, employee happy ...
> > > >
> > > > Many local clients take 60-90 days to pay invoices. In US for
> example,
> > > > depending on state, it's illegal to hold a vendors payment when work
> has
> > > > been done ….
> > > >
> > > > My point ... BPOs, Software Providers have to be willing to ignore
> the
> > > local
> > > > market and focus on external sources of business. The local market is
> > too
> > > > small, too complicated and the waters are very muddied.
> > > >
> > > > About brokers and "consultants". I have been approached by quite a
> few.
> > > > People who claim to have connections, venture capital and all that
> good
> > > > stuff. I learnt early to say no… early. They are a waste of time in
> my
> > > book
> > > >
> > > > Kenya will not become a better outsourcing destination if we come up
> > with
> > > > ethics guidelines, an act of parliament and the like … now, those
> will
> > not
> > > > hurt … but we will benefit more if the ICT Board flanked companies
> when
> > > they
> > > > are pitching their services to potential clients.
> > > >
> > > > By flanking I mean fly to meet the client, do research on financials,
> > help
> > > > with financing - have a conference in US and invite 100 potential and
> > > vetted
> > > > clients to meet Kenyan providers …. This works like a charm here ..
> (if
> > > GOK
> > > > spends 500k on tickets and 30 Kenyans are hired making 50k … - ROI is
> > > there
> > > > pretty fast)
> > > >
> > > > If the CEO of the ICT board calls the CEO of ATT he is more likely to
> > get
> > > a
> > > > meeting and business as opposed to the CEO of Kamau Wanjala
> Outsourcers
> > …
> > > > again, I don't know what the ICT Board has been doing (am sure they
> have
> > > > done a lot … may be like top secret strategy stuff) but in my opinion
> > the
> > > > CEO of that board should be based in US for like 90% of the year ..
> talk
> > > to
> > > > clients, be a rain maker, schmooze, play golf and open doors.
> > > >
> > > >
> > > >
> > > > I have always felt that the ICT Board should headhunt and hire people
> > with
> > > > C level experience from either US or UK … people from the bigger
> > > consulting
> > > > companies Bain, BCG, Accenture, Avanade, EDS … these guys work on
> > million
> > > > dollar outsourcing deals and have very good contacts. They also would
> be
> > > > able to come up with a strategy immediately
> > > >
> > > >
> > > >
> > > > As Gilda has shown, the harvest is plentiful …
> > > >
> > > >
> > > >
> > > > 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>9193891551 at txt.att.net
> > > >
> > > >
> > > >
> > > > -----Original Message-----
> > > >
> > > > From: kictanet-bounces+likoa= <verviant.com at lists.kictanet.or.ke>
> > > > verviant.com at lists.kictanet.or.ke
> > > > [<kictanet-bounces+likoa=verviant.com at lists.kictanet.or.ke>
> > > > mailto:kictanet-bounces <kictanet-bounces>+likoa=
> > > > verviant.com at lists.kictanet.or.ke] On Behalf Of David Otwoma
> > > >
> > > > Sent: Tuesday, September 02, 2008 11:45 AM
> > > >
> > > > To: Liko Agosta
> > > >
> > > > Cc: KICTAnet ICT Policy Discussions
> > > >
> > > > Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder
> > Queries:)
> > > >
> > > > Dear Brian,
> > > >
> > > > Looks like you are fully re-charged after last weeks retreat in
> > > >
> > > > Naivasha on Strategy. Tell us some more of what is not confidential.
> > > >
> > > > Otherwise my wish is to take the baton from my able Chair and respond
> > > >
> > > > on bullet 3 in your beautiful rejoinder.
> > > >
> > > > As Chair of the Standards and Ethics Committee of the KBPOCCS we (are
> > > >
> > > > 7 members) did come up with Standards and Ethics Guidelines which
> took
> > > >
> > > > over eight (8) months to prepare and on June 22nd 2008 the Permanent
> > > >
> > > > Secretary of the Ministry of Information & Communication led us
> > > >
> > > > (KBPOCCS members, KICTB who graciously sponsored the event at KICC,
> > > >
> > > > CCK, CSK, members of the public who have an interest in BPO&CC pie)
> > > >
> > > > into adopting the S&E Guidelines.
> > > >
> > > > The next milestone we wish to aim for is have the Guidelines upgraded
> > > >
> > > > into a Regulation or an Act of Parliament. Either achievement would
> be
> > > >
> > > > binding to all and sundry who operate in the BPO&CC world. A world
> > > >
> > > > which is moving the advancement of the human race from industrial age
> > > >
> > > > into information age. Just imagine Kenya having a binding law on
> > > >
> > > > Standards and a slice of the USD$310 Billion industry. It would make
> > > >
> > > > our young people, because they are the future force in the knowledge
> > > >
> > > > economy we keep talking about.
> > > >
> > > > What are the next immediate steps. Cozy relations between the Private
> > > >
> > > > Public Partnership.
> > > >
> > > > Another bullet I will let you peer into what you have been seeing but
> > > >
> > > > refuse to acknowledge is bullet No. 7. It was KPLC who introduced me
> > > >
> > > > to the world of BPO&CC when they sought S. African expertise to deal
> > > >
> > > > with their in-house contact centre better known to the general public
> > > >
> > > > (read Brian et al) as Customer Care Centre or Customer Relations
> > > >
> > > > Management. Ever wondered when power disappears at any time of the
> day
> > > >
> > > > or night where that 'frustrated' call 'agrily demanding 'where is
> > > >
> > > > power?' goes? Yes to a call center owned and managed
> > > >
> > > > by KPLC. KPLC as of 2005 when we engaged had a call centre running
> > > >
> > > > 24/7 with 210 seats in Nairobi alone. Telecom has a bigger one.
> > > >
> > > > Safaricom is soon overtaking Telecom with that news flash. Water
> > > >
> > > > companies have. So do all the banks, insurance, etc. companies both
> > > >
> > > > private and public owned.
> > > >
> > > > Since we have very able Chairs for Training, Marketing etc. I will
> > > >
> > > > stop there and go for my dear bottle.....tusker.
> > > >
> > > > David
> > > >
> > > >
> > > >
> > > > On Tue, Sep 2, 2008 at 6:12 PM, Brian Munyao Longwe < <
> brian at caret.net>
> > > > brian at caret.net> wrote:
> > > >
> > > > > Excellent Feedback Gilda,
> > > >
> > > > >
> > > >
> > > > > So I see a few very clear issues arising out of your response:
> > > >
> > > > >
> > > >
> > > > > 1) There is a distinct global opportunity - but that calls for
> > > >
> > > > > appropriate positioning as well as preparation on Kenya's part
> > > >
> > > > > 2) Capacity issues need to be addressed - knowledge transfer could
> be
> > > >
> > > > > on way - but that implies finding someone who is willing to impart
> > > >
> > > > > the knowledge - do they come from inside or outside?
> > > >
> > > > > 3) Global standards must be recognised and adhered to in order to
> > > >
> > > > > ensure entry and competitiveness - what are these standards are
> they
> > > >
> > > > > clearly documented somewhere?
> > > >
> > > > > 4) Many local operations have not had the exposure necessary/needed
> > > >
> > > > > to develop expertise/efficiency/etc - what kind of interventions
> can
> > > >
> > > > > facilitate this?
> > > >
> > > > > 5) BPO is not the "Holy Grail" as some perceive it, but one piece
> of
> > > >
> > > > > the ICT puzzle that needs to be solved in order to help Kenya
> attain
> > > >
> > > > > it's ambitious goal of becoming a global ICT hub
> > > >
> > > > > 6) There is a distinct and precise training need for personnel to
> > > >
> > > > > supply the Kenyan BPO industry with "bodies to put on seats",
> > > >
> > > > > presumably to allow the BPO industry to harness and deliver against
> > > >
> > > > > the global opportunity - what interventions (planned or otherwise)
> > > >
> > > > > are we taking to meet this target? How accurate is this estimate
> and
> > > >
> > > > > can it be verified?
> > > >
> > > > > 7) Local Players - your website (must say it's very cute) lists
> quite
> > > >
> > > > > a number (28) - but I must say that I'm quite surprised at some of
> > > >
> > > > > the names I find there - didn't know KPLC was offering BPO services
> > > >
> > > > > for example - but maybe I'm mistaken in my assumptions....
> > > >
> > > > > 8) Local opportunities: seems many/most local companies are looking
> > > >
> > > > > outside to outsource certain functions or simply
> "self-provisioning"
> > > >
> > > > > - why would Safaricom claim that it's too expensive to outsource
> > > >
> > > > > locally based on the price estimates that they got from industry.
> Is
> > > >
> > > > > there a need for our local BPO industry to do some kind of soul
> > > >
> > > > > searching and find ways of making themselves/their services more
> > > >
> > > > > palatable to local companies?
> > > >
> > > > > 9) The industry for some reason seems to have attracted brokers -
> who
> > > >
> > > > > are watering down/diluting the true opportunity - what kind of
> > > >
> > > > > interventions do we need to "eliminate the middleman" - a seemingly
> > > >
> > > > > consistent argument in many sector e.g. tea, coffee, flowers,
> tourism
> > > >
> > > > > etc.....
> > > >
> > > > >
> > > >
> > > > > Brian
> > > >
> > > > >
> > > >
> > > > > On Sep 2, 2008, at 4:10 PM, Gilda Odera wrote:
> > > >
> > > > >
> > > >
> > > > >> Hi Brian,
> > > >
> > > > >>
> > > >
> > > > >> You have raised very pertinent questions in your email below.
> > > >
> > > > >> Let me answer your queries.
> > > >
> > > > >>
> > > >
> > > > >> Firstly, it is true that BPO has taken centre stage in many
> > > >
> > > > >> discussions surrounding Kenya's ICT development and growth and it
> > > >
> > > > >> is a good thing, here's why:
> > > >
> > > > >> We are looking at a USD$310 Billion industry by next year, up for
> > > >
> > > > >> grabs for any destinations that get it right. India is currently
> > > >
> > > > >> taking up 45% of the total share and China and Phillipines are
> > > >
> > > > >> steadily growing. And what's more, it can only grow, with the fuel
> > > >
> > > > >> prices soaring each year,what choice is there for the companies
> out
> > > >
> > > > >> there to look for more affordable means of operating.
> > > >
> > > > >> It is a fact that the western countries are looking for new
> > > >
> > > > >> alternative destinations to Asia so they do not put all their eggs
> > > >
> > > > >> in one basket, not with the terrorism threats all over. Where else
> > > >
> > > > >> but Africa. Why would Kenya not put its house in order to take a
> > > >
> > > > >> piece of this pie?
> > > >
> > > > >>
> > > >
> > > > >> Now in regard to your comment on BPO taking centre stage in ICT
> > > >
> > > > >> development, I would say one thing we need in this country is
> > > >
> > > > >> opportunity for knowledge transfer done right here. We may produce
> > > >
> > > > >> more technology oriented personnel but as long as we operate
> within
> > > >
> > > > >> the Kenyan way of operating, we are not developing our personnel
> to
> > > >
> > > > >> the global standards we want them to attain.Not because we are not
> > > >
> > > > >> capable, but because many operations have not had the exposure.
> > > >
> > > > >>
> > > >
> > > > >> I would beg to differ (and government can speak for itself) that
> we
> > > >
> > > > >> are putting all eggs in one basket. BPO is but one sub-sector in
> > > >
> > > > >> the ICT arena. Many other sub-sectors within the sector are quite
> > > >
> > > > >> active. Software development is coming up and I keep reading
> > > >
> > > > >> debates on KICTANET. There is an interest.
> > > >
> > > > >> Content development is also being encouraged. The
> > > >
> > > > >> telecommunications sector is busy preparing for real competition
> > > >
> > > > >> and we the consumers can't wait for the benefits, they will have
> to
> > > >
> > > > >> have great value adds and affordable pricing.
> > > >
> > > > >>
> > > >
> > > > >> What steps are we taking to enhance BPO? I leave the ICT Board to
> > > >
> > > > >> answer that although as Kenya BPO and Contact Centre Society, we
> > > >
> > > > >> have presented to them the need to train not less than 10,000 per
> > > >
> > > > >> year, specifically for this sector. Frost and Sullivan who are
> > > >
> > > > >> normally 90% accurate in their new destination analysis says
> Kenya
> > > >
> > > > >> will by 2012 have a BPO sector employing about 120,000 direct jobs
> > > >
> > > > >> ( you can add indirect by another 3-5) as long as the fibre optic
> > > >
> > > > >> infrastructure is in place on time next year and marketing of the
> > > >
> > > > >> country takes root.
> > > >
> > > > >>
> > > >
> > > > >> Who are the players? Our members are on our website
> > > >
> > > > >> <http://www.kenyabposociety.or.ke>www.kenyabposociety.or.ke .
> There
> > are
> > > > ofcourse others quietly
> > > >
> > > > >> operating.
> > > >
> > > > >> What are the local opportunities- Our biggest challenge is getting
> > > >
> > > > >> local companies to outsource though some have started. We expected
> > > >
> > > > >> the giants like Safaricom to play a role even if it is a CSR role
> > > >
> > > > >> to demonstrate a level of confidence in the local companies. This
> > > >
> > > > >> is possible, other companies work with those they outsource to for
> > > >
> > > > >> a given period, and leave them running efficiently as they
> require.
> > > >
> > > > >> All is not lost. Some local companies are outsourcing BPO work and
> > > >
> > > > >> I wish to challenge Safaricom to outsource part of their BPO work
> > > >
> > > > >> if they say local outsourcing is not competitive.
> > > >
> > > > >>
> > > >
> > > > >> The international opportunities are the ones that I have mentioned
> > > >
> > > > >> are worth $310 Billion. The ball is in our court as Kenyans to
> > > >
> > > > >> market Kenya as a destination if we are to make any gains. We need
> > > >
> > > > >> to attract direct clients and not the current brokers who are
> > > >
> > > > >> exploiting the existing centres,much as their contracts are
> keeping
> > > >
> > > > >> some of the centres going.
> > > >
> > > > >> I hope I have addressed your queries.
> > > >
> > > > >>
> > > >
> > > > >>
> > > >
> > > > >>
> > > >
> > > > >>
> > > >
> > > > >> Gilda Odera
> > > >
> > > > >> Chair, Kenya BPO and Contact Centre Society
> > > >
> > > > >> ----- Original Message ----- From: "Brian Munyao Longwe"
> > > >
> > > > >> < <brian at caret.net>brian at caret.net>
> > > >
> > > > >> To: "Gilda Odera" < <godera at skyweb.co.ke>godera at skyweb.co.ke>
> > > >
> > > > >> Cc: "KICTAnet ICT Policy Discussions" < <
> > kictanet at lists.kictanet.or.ke>
> > > > kictanet at lists.kictanet.or.ke>
> > > >
> > > > >> Sent: Tuesday, September 02, 2008 11:12 AM
> > > >
> > > > >> Subject: [kictanet] BPO Industry Review (was Re: Stakeholder
> > Queries:)
> > > >
> > > > >>
> > > >
> > > > >>
> > > >
> > > > >> 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/-/>
> > > > 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>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>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
> > > >
> > > > >>>>
> > > >
> > > > >>>> <http://www.aitecafrica.com>www.aitecafrica.com
> > > >
> > > > >>>>
> > > >
> > > > >>>> Please visit our discussion group on The Banking Technology
> sector
> > > >
> > > > >>>> in Africa
> > > >
> > > > >>>> at: <http://groups.yahoo.com/group/africanbankingtech>
> > > > 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@
> lists.kictanet.or.ke
> > >
> > > > aitecafrica.com at lists.kictanet.or.ke
> > > >
> > > > >>>> [ <kictanet-bounces>mailto:kictanet-bounces <kictanet-bounces>
> > > >
> > > > >>>> +seanm= <aitecafrica.com at lists.kictanet.or.ke>
> > > > aitecafrica.com at lists.kictanet.or.ke] On
> > > >
> > > > >>>> Behalf Of Peres Were
> > > >
> > > > >>>> Sent: 01 September 2008 12:23
> > > >
> > > > >>>> To: <seanm at aitecafrica.com>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@
> lists.kictanet.or.ke>
> > > > cascadegl.com at lists.kictanet.or.ke
> > > >
> > > > >>>> [ <kictanet-bounces+pwere=cascadegl.com at lists.kictanet.or.ke>
> > > > mailto:kictanet-bounces <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>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.
> > > >
> > > > >>>>
> > > >
> > > > >>>>
> > > >
> > > > >>>>
> > > >
> > > > >>>> <http://www.verviant.com>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>9193891551 at txt.att.net
> > > >
> > > > >>>>
> > > >
> > > > >>>> ---------- Forwarded message ----------
> > > >
> > > > >>>> From: Brian Longwe < <blongwe at gmail.com>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>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>
> > > > 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>otwomad at gmail.com & <otwoma at ncst.go.ke
> >
> > > > otwoma at ncst.go.ke
> > > >
> > > > >>> <http://www.ncst.go.ke>www.ncst.go.ke
> > > >
> > > > >>>
> > > >
> > > > >>> _______________________________________________
> > > >
> > > > >>> kictanet mailing list
> > > >
> > > > >>> <kictanet at lists.kictanet.or.ke>kictanet at lists.kictanet.or.ke
> > > >
> > > > >>> <http://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> > > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > > >
> > > > >>>
> > > >
> > > > >>> This message was sent to: <brian at caret.net>brian at caret.net
> > > >
> > > > >>> Unsubscribe or change your options at <
> http://lists.kictanet.or.ke/>
> > > > http://lists.kictanet.or.ke/
> > > >
> > > > >>> mailman/options/kictanet/brian%40caret.net
> > > >
> > > > >>
> > > >
> > > > >>
> > > >
> > > > >> _______________________________________________
> > > >
> > > > >> kictanet mailing list
> > > >
> > > > >> <kictanet at lists.kictanet.or.ke>kictanet at lists.kictanet.or.ke
> > > >
> > > > >> <http://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> > > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > > >
> > > > >>
> > > >
> > > > >> This message was sent to: <godera at skyweb.co.ke>
> godera at skyweb.co.ke
> > > >
> > > > >> Unsubscribe or change your options at <
> http://lists.kictanet.or.ke/>
> > > > http://lists.kictanet.or.ke/
> > > >
> > > > >> mailman/options/kictanet/godera%40sky <http://web.co.ke>web.co.ke
> > > >
> > > > >
> > > >
> > > > >
> > > >
> > > > > _______________________________________________
> > > >
> > > > > kictanet mailing list
> > > >
> > > > > <kictanet at lists.kictanet.or.ke>kictanet at lists.kictanet.or.ke
> > > >
> > > > > <http://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> > > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > > >
> > > > >
> > > >
> > > > > This message was sent to: <otwomad at gmail.com>otwomad at gmail.com
> > > >
> > > > > Unsubscribe or change your options at
> > > > <
> > http://lists.kictanet.or.ke/mailman/options/kictanet/otwomad%40gmail.com
> >
> > > >
> http://lists.kictanet.or.ke/mailman/options/kictanet/otwomad%40gmail.com
> > > >
> > > > >
> > > >
> > > >
> > > >
> > > > --
> > > >
> > > > 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>otwomad at gmail.com & <otwoma at ncst.go.ke>
> > > > otwoma at ncst.go.ke
> > > >
> > > > www.ncst.go.ke
> > > >
> > > > _______________________________________________
> > > >
> > > > kictanet mailing list
> > > >
> > > > <kictanet at lists.kictanet.or.ke>kictanet at lists.kictanet.or.ke
> > > >
> > > > <http://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> > > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > > >
> > > > This message was sent to: <likoa at verviant.com>likoa at verviant.com
> > > >
> > > > Unsubscribe or change your options at
> > > > <
> >
> http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com
> > > >
> > > >
> >
> http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com
> > > >
> > > > _______________________________________________
> > > >
> > > > kictanet mailing list
> > > >
> > > > <kictanet at lists.kictanet.or.ke>kictanet at lists.kictanet.or.ke
> > > >
> > > > <http://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> > > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > > >
> > > >
> > > >
> > > > This message was sent to: <brian at caret.net>brian at caret.net
> > > >
> > > > Unsubscribe or change your options at
> > > > <
> http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net>
> > > >
> http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net
> > > >
> > > >
> > > > ------------------------------
> > > >
> > > > _______________________________________________
> > > > kictanet mailing list
> > > > <kictanet at lists.kictanet.or.ke>kictanet at lists.kictanet.or.ke
> > > > <http://lists.kictanet.or.ke/mailman/listinfo/kictanet>
> > > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > > >
> > > > This message was sent to: <godera at skyweb.co.ke>godera at skyweb.co.ke
> > > > Unsubscribe or change your options at
> > > > <
> > >
> http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke
> > >
> > > >
> >
> http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke
> > > >
> > > > _______________________________________________
> > > > kictanet mailing list
> > > > kictanet at lists.kictanet.or.ke
> > > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > > >
> > > > This message was sent to: <blongwe at gmail.com>blongwe at gmail.com
> > > > Unsubscribe or change your options at
> > > > <
> > http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com
> >
> > > >
> http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com
> > > >
> > > >
> > > >
> > > >
> > > > --
> > > > Brian Munyao Longwe
> > > > e-mail: blongwe at gmail.com
> > > > cell: + 254 722 518 744
> > > > blog : http://zinjlog.blogspot.com
> > > > meta-blog: http://mashilingi.blogspot.com
> > > >
> > >
> > > _______________________________________________
> > > kictanet mailing list
> > > kictanet at lists.kictanet.or.ke
> > > http://lists.kictanet.or.ke/mailman/listinfo/kictanet
> > >
> > > This message was sent to: lmwatibo.ktd at gmail.com
> > > Unsubscribe or change your options at
> > >
> >
> http://lists.kictanet.or.ke/mailman/options/kictanet/lmwatibo.ktd%40gmail.com
> > >
> >
>
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