[kictanet] Day 1 of 10 :-BPO discussions, Policy Framework

[Prof Waema]

Hi Muriuki,

Thank you for the comments. There is no complete report at the moment but it is under preparation. The idea is to share the results so far and discuss salient issues before we have a stakeholders workshop later on this month. However, find below some background info:

The overall aim of the project was “to undertake comprehensive research in the business process outsourcing (BPO) sub-sector in pioneer, emerging and mature markets 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”. The specific objectives were:
	To provide empirical evidence and recommendations to inform the development of BPO legislation, policy and strategy
	To identify the critical success factors that underlie the BPO industry in developing countries (in pioneer, emerging and mature markets)
	To examine and provide comprehensive case studies of eight countries representing pioneer, emerging and mature BPO markets 
	To analyse the business environment/culture in Kenya in order to identify a unique BPO marketing strategy.
	To provide a deeper understanding of youth employment and gender issues within the BPO sector in pioneer, emerging and mature markets 
	To increase the level of awareness and input among key stakeholders through interactive dialogue on key BPO issues within the Kenyan context 
	To contribute to knowledge in this emerging sector through publication and dissemination.

The project was carried out using the case study method and involved desk research on the Internet and in libraries, review of existing documents, key informant interviews and structured questionnaires. The case study involved BPO firms and relevant national institutions in six countries classified as follows:
	BPO clients: U.S.A. and U.K.
	Pioneer BPO services: Kenya
	Emerging BPO services: South Africa
	Mature BPO Services: India and Mauritius 

The project is funded by IDRC and the University of Nairobi. It was carried out by the University of Nairobi in collaboration with the Ministry of Information and Communications, the Kenya BPO and Contact Centre Society, the Kenya ICT Board and KICTANET.  

I am sure you can commend on the policy framework without a full report.

Regards

Tim Waema

-----Original Message-----
From: kictanet-bounces+waema=uonbi.ac.ke at lists.kictanet.or.ke [mailto:kictanet-bounces+waema=uonbi.ac.ke at lists.kictanet.or.ke] On Behalf Of muriuki mureithi
Sent: 02 June 2009 08:47 AM
To: waema at uonbi.ac.ke
Cc: 'KICTAnet ICT Policy Discussions'
Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework

Hi Walu 
Thanks for madaraka day gift - a bpo.

To provide a context of the discussion, could we access the  full report.
This will help us to understand some aspects for example the  TOR/objective
for the study, how the three economies were selected and the time frame of
the study among other issues. 
There are some other economies that have promulgated some BPO specific
policies and innovative approach to BPO development. A deeper insight on the
context will help us  to see how to introduce such thoughts in the
discussions 

Cheers 
muriuki mureithi 

-----Original Message-----
From: kictanet-bounces+mureithi=summitstrategies.co.ke at lists.kictanet.or.ke
[mailto:kictanet-bounces+mureithi=summitstrategies.co.ke at lists.kictanet.or.k
e] On Behalf Of Walubengo J
Sent: 02 June 2009 08:14
To: mureithi at summitstrategies.co.ke
Cc: KICTAnet ICT Policy Discussions
Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework

Morning all,

I trust you have had a well-deserved, long weekend. Today we kick-off the
BPO discussion by focusing on the BPO Policy environment.  Indeed Policy
informs both the Legal, Regulatory and Insititutional frameworks such that
if we get things wrong at the Policy level, then naturally, the rest of the
frameworks will not fly.  

The BPO Research (synthesis attached) established very comprehensive Policy
frameworks in the selected countries of study - S.Africa, Mauritius and
India.  When compared to the Kenyan situation, the Researchers found that at
a National level, BPO is simply listed as one of the six KEY sectors of the
Economic Pillar within Vision2030.  They also found that the National ICT
Policy (2006) does not explicitly mention BPO - even though some of the
objectives may implicitly relate to BPO. 

Which brings us to the specific questions for discussion:
Q1: Should we at a National level be placing emphasise on an "ICT Sector" or
on a "BPO Sector"? which of the two should be a subset of the  other? 
Q2: Beyond the BPO policy statements in our V2030 document, dont we need to
do more by creating clear and monitorable plans/targets for the BPO sector -
BPO Strategic Framework? How should this be done? 

We have only today for your views on this since tmrw we move into the Legal
and Regulatory frameworks.

walu.
Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory Frameworks

----e-Discussion Program outline-----
1.The policy, legal and institutional frameworks for BPO sector (2days, Walu
moderating)
2.Subsidies accorded to BPO sector (2days, Walu moderating)
3.Human capacity issues (2days, Walu moderating)
4.Youth and gender issues (2days, Dr. C. Adeya moderating)
5.Strengths and challenges for Kenya as a BPO destination (2days, Dr. C.
Adeya moderating


      


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The University of Nairobi is committed to providing quality services to all
its clients. The University will monitor and review its quality performance
from time to time through an effective implementation of the Quality
Management System based on ISO 9001:2000 standard.

University of Nairobi Website: http://www.uonbi.ac.ke/
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