<html><head><style type="text/css"><!-- DIV {margin:0px;} --></style></head><body><div style="font-family:arial,helvetica,sans-serif;font-size:12pt"><div>I totally concur with Edith and since I will be assisting Walu with the moderation, I would encourage 'listers' to give concrete information that may be relevant across the themes that will be outlined. If there are any instances where there are overlaps with these studies you mention please share them during the discussion (of course under the relevant theme) and the research team can utilize this information accordingly, even if it is only to cross-reference. I believe they will come across more initiatives but as long as they are not clearly in the public domain....a lot remain just that....initiatives on paper. <br><br>The purpose of this forthcoming discussion is to ensure the findings from the study do not gather dust on the shelves and does not become dated (a common occurence with similar
studies). Kenya has only one chance to get it right..........no one is actually waiting for us.<br><br>Best<br><br>Nyaki (I know Walu referred to me as Dr. C. Adeya...one and the same person)<br></div><div style="font-family: arial,helvetica,sans-serif; font-size: 12pt;"><br><div style="font-family: times new roman,new york,times,serif; font-size: 12pt;"><font size="2" face="Tahoma"><hr size="1"><b><span style="font-weight: bold;">From:</span></b> Edith Adera <eadera@idrc.or.ke><br><b><span style="font-weight: bold;">To:</span></b> elizaslider@yahoo.com<br><b><span style="font-weight: bold;">Cc:</span></b> Luvisia Bakuli <luvisia.bakuli@gmail.com>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke><br><b><span style="font-weight: bold;">Sent:</span></b> Thursday, May 28, 2009 10:29:19 AM<br><b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet] Notice:-BPO eDiscussion, June 2nd-15th, 2009<br></font><br>
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<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;">David,</span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;"> </span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;">Unfortunately, no funds were forthcoming from Kenya ICT
Board and CCK. The researchers were forced to scale back and left out two
countries. But we believe the rigorous research approach used has yielded some
useful findings that can guide this country going forward. Strong collaborative
links have been maintained with these key institutions and the Ministry of
InfoCom during the entire research period.</span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;"> </span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;">The online consultation about to be launched is part of
the research process to ensure input from all key stakeholders (in addition to
the face2face workshops held since last year). The last stakeholder workshop
will be held towards the end of June 2009 (next month).</span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;"> </span></font></p>
<p class="MsoBodyText2"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;" lang="EN-GB">I would encourage us all to thoroughly
scrutinize the findings that will be shared with a view to provide constructive
contributions and recommendations that can guide policy and development of the BPO
sector in Kenya .
We </span></font><font face="Garamond"><span style="font-family: Garamond;" lang="EN-GB">strongly
believe that local people must take the lead in producing and applying
development knowledge to address the challenges they face. </span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;" lang="EN-GB"> </span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;">I look forward to stimulating discussions.</span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;"> </span></font></p>
<p class="MsoNormal"><font size="3" face="Garamond"><span style="font-size: 12pt; font-family: Garamond;">Edith</span></font></p>
<p class="MsoNormal"><font color="navy" size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
<p class="MsoNormal"><font color="navy" size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
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<p class="MsoNormal"><b><font size="2" face="Tahoma"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font size="2" face="Tahoma"><span style="font-size: 10pt; font-family: Tahoma;">
kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] <b><span style="font-weight: bold;">On Behalf Of </span></b>David Otwoma<br>
<b><span style="font-weight: bold;">Sent:</span></b> 28 May 2009 11:09<br>
<b><span style="font-weight: bold;">To:</span></b> Edith
Adera<br>
<b><span style="font-weight: bold;">Cc:</span></b> Luvisia Bakuli; KICTAnet ICT
Policy Discussions<br>
<b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet]
Notice:-BPO eDiscussion, June 2nd-15th, 2009</span></font></p>
</div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Walu,</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Please receive much appreciation to what you are doing.</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">It is true there are the efforts being done by Prof. T. Waema et
al. We were present during the launch at KICC of the study and among
GoK organizations which, then, pledged to be part of the study included Kenya
ICT Board and CCK. The Kenya BPO&CC Society had strong
representation on the team (in the persons of the Chair and Vice
Chair) and the only funder at that point was the Canadians through
IDRC. Did more organizations top up what IDRC had put on the table?</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">The McKinsey part has been shrouded in usual GoK bureaucracy and
it would be interesting to know who are the team members and how they were
recruited. More interesting is that the buzz that the report is 'ready' and
what is yet to happen is its 'launch' (before or after Stakeholders feedback
should be the question!).</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">That aside, there is also another effort by Prof. David L. Bakuli
.........</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">read on......below on past emails.</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Have a great day all.</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">David</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">David Otwoma to Gilda, Gilda, Esther,
Nancy , Edwin, Peter, Lucy, Peres, peres,
Luvisia, Luvisia <br>
show details May 19 (9 days ago) Reply</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Morning Executive Members,<br>
<br>
Prof. David L. Bakuli is a long time acquaintance who is now at Westfield State
College as the Business Internship Coordinator in the State of
Massachusetts in the
USA . During the Conference on
Dissemination of Research Results and Exhibition of Innovations organized by
the NCST from 4th to 8th May, 2009 he was in Kenya to attend it.<br>
<br>
Below please find a self explanatory email he sent me. If you are willing to
participate in his request you may get to him directly (have ccd him this
email) or you may use me. He is aware that we have a strong Kenya Business
Process Outsourcing and Contact Centre Society with all of us as the Executive
but more important the issues he raises in the questions may be of interest to
our future, present and past members.<br>
<br>
Just as a point of information to the good Prof. BPO is one of the flagship
projects in the Economic Pillar (Vision 2030). It appears on page 78 of the
Vision 2030 First Medium term Plan 2008-2012 as section 4.5. 4.5.1 deals with
Situation Analysis, Emerging Issues and Challenges. 4.5.2 on page 79 deals with
Programmes and Projects for 2008-2012. 4.5.3 deals with Policy, Legal and
Institutional Reforms. It may interest all of us that 'the BPO and CC policy
will guide the operations of BPO and CC and set a framework that will guide the
growth of the BPO sector' is the only sentence in section 4.5.3!!!!!!! Do not
be surprised when, IDRC, Rockfella (sp), McKinsey & Co. etc.come to
jump in to fill this void (no policy framework, etc etc.)<br>
<br>
Please feel free to ask for clarifications where there might be haziness.<br>
<br>
Kind regards,<br>
<br>
David</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Luvisia Bakuli to me <br>
show details May 18 (10 days ago) Reply</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"> </span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">David – Business Process Outsourcing (BPO) has been identified as
one of<br>
the four pillars to support Kenya 's
overarching Vision 2030. The BPO<br>
sector, according to a recent Gartner report, is supposed to grow<br>
despite the global economic slowdown.</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">I am looking for stories about successful and not so successful<br>
outsourcing businesses in Kenya .
Your comment during the conference<br>
prompted me to follow up with your experiences in the private sector especially<br>
outsourcing business. I am writing a series of short cases and will<br>
disguise the information so that individual businesses and owners are<br>
identified. For this reason, I have the following questions that I would<br>
like you to answer for me as part of this series on the study of the BPO<br>
or call centre business in Kenya .</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Thanks so much,</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">D. L. Bakuli</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"><br>
1. Question 1: What was the name of your business and in
what<br>
sector was your business?<br>
2. Question 2: How long did you operate your
outsourcing/call<br>
centre business?<br>
3. Question 3: What were the highs and lows in the operation
of<br>
this business?<br>
4. Question 4:Reflecting on your experiences operating the<br>
business, what advice would you give a
person starting out now<br>
to operate a similar business in
Kenya ?<br>
5. Question 5: As a current or past member of BPO &
Contact Centre<br>
Society (BPOCSS), what is your view about
what role the society<br>
has played or ought to play in fostering
the BPOCC sector in<br>
Kenya ?<br>
6. Question 6:Are there any handicaps that BPOCC society
faces in<br>
its operations within
Kenya ?<br>
7. Question 7:As a former Kenyan in the Diaspora, what role
do you<br>
think professional Kenyans can play to
support business process<br>
outsourcing in
Kenya ?<br>
8. Question 8: What do you think are the top key success
factors in<br>
the BPO and Call Centre Business? That is,
what are the vendors<br>
looking for when they engage a
Kenyan-based call centre or BPO?<br>
9. Question 9: From where do the the top vendors who
outsource in<br>
Kenya hail? (North America, Western
Europe, Africa , etc.)<br>
10. Question 10:Beyond listing BPO as one of the four pillars to
the<br>
Vision 2030, what else can the Government
of Kenya do, or has<br>
done so far, to support the BPO sector?<br>
11. Question 11: Looking back at your experience and that of other<br>
firms in the BPOCC sector, what would you
say are Kenya 's<br>
strengths as compared to say
India , South
Africa , Brazil ,
etc?<br>
What are its weaknesses?<br>
12. Question 12: What is your estimate of domestic outsourcing?
That<br>
is what percentage of outsourcing business
in Kenya
is by Kenyan<br>
vendors such as banks, manufacturing
business, etc located in<br>
Kenya ?</span></font></p>
</div>
<div>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">On Thu, May 28, 2009 at 8:40 AM, Eric M.K Osiakwan <<a rel="nofollow" ymailto="mailto:emko@internetresearch.com.gh" target="_blank" href="mailto:emko@internetresearch.com.gh">emko@internetresearch.com.gh</a>>
wrote:</span></font></p>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">Walu,<br>
<br>
I may be wrong but there is also a BPO study being done under the auspices of
Kenya ICT Board by McKinsey.......<br>
<br>
Eric here </span></font></p>
<div>
<div>
<p class="MsoNormal" style="margin-bottom: 12pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"><br>
<br>
<br>
<br>
On 27 May 2009, at 09:27, Walubengo J wrote:</span></font></p>
</div>
</div>
<blockquote style="border-style: none none none solid; border-color: -moz-use-text-color -moz-use-text-color -moz-use-text-color rgb(204, 204, 204); border-width: medium medium medium 1pt; padding: 0cm 0cm 0cm 6pt; margin-left: 4.8pt; margin-right: 0cm;">
<div>
<div>
<p class="MsoNormal" style="margin-bottom: 12pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"><br>
Dear esteemed Listers (& apologies for cross-posting),<br>
<br>
I must seek your apologies for having to bring forth the BPO discussion ahead
of the eContent Discussion as earlier planned. This is due to the fact
that the BPO research undertaken by UoN, Prof. T. Waema et al has some strict
publishing deadlines and he did NOT want to go to press without feedback from
the community.<br>
<br>
We therefore seek your indulgence to ran the BPO discussion next week from
Tuesday 2nd June 2009 for 2weeks according to the following themes and
specifications:<br>
<br>
e-Discussion outline:<br>
1. The policy, legal and institutional frameworks for BPO
sector (2days, Walu moderating)<br>
2. Subsidies accorded to BPO sector (2days, Walu
moderating)<br>
3. Human Capacity Issues (2days, Walu moderating)<br>
4. Youth and Gender Issues (2days, Dr. C. Adeya moderating)<br>
5. Strengths and Challenges for
Kenya as a BPO destination (2days,
Dr. C. Adeya moderating)<br>
<br>
The Aim of the e-discussion is to:<br>
Present the interim findings from the BPO research team and to get inputs from
the ICT community and other e-participants in
Kenya .<br>
<br>
The Objectives of the e-discussion are:<br>
* to share the interim findings of the BPO study<br>
* to obtain inputs from the e-participants<br>
* to begin to build consensus on the policy implications<br>
<br>
The Outputs<br>
The main output is a summary of the e-participants contributions. This summary
will be used to enrich the findings to be presented in a stakeholders' workshop
at the end of June 2009.<br>
<br>
We look forward to your active contribution to this important discussion next
week and promise to run the eContent discussion soon after.<br>
<br>
<br>
walu.<br>
<br>
<br>
<br>
<br>
<br>
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<p class="MsoNormal" style="margin-bottom: 12pt;"><font size="3" face="Times New Roman"><span style="font-size: 12pt;">This message was sent to:
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</blockquote>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"><br>
Eric M.K Osiakwan<br>
Director<br>
Internet Research<br>
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<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"><br>
<br clear="all">
</span></font></p>
<p class="MsoNormal"><font size="3" face="Times New Roman"><span style="font-size: 12pt;"><br>
-- <br>
David Otwoma,<br>
Chief Science Secretary,<br>
National Council for Science and Technology,<br>
Utalii House 9th Floor,<br>
Mobile tel: +254 722 141771,<br>
Office tel: +254 (0)20 2346915,<br>
P. O. Box 5687 -
00100, Nairobi ,
Kenya<br>
email: <a rel="nofollow" ymailto="mailto:otwomad@gmail.com" target="_blank" href="mailto:otwomad@gmail.com">otwomad@gmail.com</a> & <a rel="nofollow" ymailto="mailto:otwoma@ncst.go.ke" target="_blank" href="mailto:otwoma@ncst.go.ke">otwoma@ncst.go.ke</a><br>
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