<html><head><style type="text/css"><!-- DIV {margin:0px;} --></style></head><body><div style="font-family:arial,helvetica,sans-serif;font-size:12pt"><div>Muriuki,<br><br>Your input is interesting and you touch on a number of areas that even go beyond policy. I think the key in a study like the one the UON has undertaken is that the selection of the countries may not be comprehensive mostly (I believe) due to funding constraints but they do give a solid basis to inform policy in Kenya. As I have noted on this forum before, there are a number of studies that have been undertaken (most are not in the public domain) and it is time we geared their findings in a common direction for Kenya's sake. Therefore, some of the studies you mention below (and maybe others may mention) would be useful especially if the findings/issues are collapsed into the relevant themes. However, your analysis is useful.<br><br>Best,<br><br>Nyaki<br></div><div style="font-family:
arial,helvetica,sans-serif; font-size: 12pt;"><br><div style="font-family: arial,helvetica,sans-serif; font-size: 13px;"><font face="Tahoma" size="2"><hr size="1"><b><span style="font-weight: bold;">From:</span></b> muriuki mureithi <mureithi@summitstrategies.co.ke><br><b><span style="font-weight: bold;">To:</span></b> elizaslider@yahoo.com<br><b><span style="font-weight: bold;">Cc:</span></b> KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke><br><b><span style="font-weight: bold;">Sent:</span></b> Tuesday, June 2, 2009 12:11:57 PM<br><b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework<br></font><br>
Thanks Tim for the context, it is now feasible to participate <br> <br>Walu you may want to revisit your structure of the discussions to ensure<br>that your structure maps to the objectives of the study. A very interesting<br>topic - BPO marketing strategy is not in your discussion structure and is<br>key to success of BPO. This is one of the study objectives <br><br>On the questions raised by the moderator and especially Q2 - a more detailed<br>document published by ministry of planning - Kenya Vision 2030, A Globally<br>Competitive and Prosperous Kenya published 2007 is very detailed on bpo. It<br>gives a detailed background on bpo, the opportunities and a strategy to<br>exploit the opportunities. The Document further develop an approach , the<br>target markets and the strategy with timelines that can be monitored. One<br>would expect that operational details would be worked out by the KICTB<br>which I
believe was the intent of v2030 <br><br>On the broader aspect of the question, it is necessary for the country to<br>have a specific policy on BPO. A desk study we did last year for<br>International trade centre of UNCTAD - BPO/ITO activity in Sub Sahara<br>Africa:Lessons from BPO/ITOs activity in selected (13) English speaking<br>countries in Africa - noted the advantage of a policy that is BPO<br>specific . The need for a policy is in cognisance that a wide array of<br>multisectoral resources need to be deployed to ensure success of the sector.<br>That policy helps to bring together and coordinate those resources and<br>create synergy. Nigeria for example developed and promulgated a BPO<br>specific policy. The policy explicitly recognizes the opportunity presented<br>by the sector but also notes the challenge the sector faces to exploit<br>the opportunity, defines the
role of the stakeholders and the contribution ,<br>incentives to realize the benefits. It also sets out the time frame but most<br>importantly the market strategy.<br><br>In the policy development, the strategy to exploit is critical. It is<br>inadequate to stress the huge size of the market and focus of that<br>market(off-shoring) without addressing our capacity to exploit the market<br>considering the global competition. We can learn from some of the<br>successful competitors like South Africa who built offshoring bpo on the<br>back of inshoring . likewise, Nigeria policy strategy is based on local<br>outsourcing first. Clearly, It is much cheaper to build local outsourcing<br>capacity and then use this capacity and skill base to exploit offshoring <br><br>In developing such a policy we should not lose sight of the fact that bpo<br>is not an end in itself but a means to fully exploit the immense
benefits of<br>ICTs <br><br>Cheers <br>MM <br><br>-----Original Message-----<br>From: Prof Waema [mailto:<a ymailto="mailto:waema@uonbi.ac.ke" href="mailto:waema@uonbi.ac.ke">waema@uonbi.ac.ke</a>] <br>Sent: 02 June 2009 10:56<br>To: <a ymailto="mailto:mureithi@summitstrategies.co.ke" href="mailto:mureithi@summitstrategies.co.ke">mureithi@summitstrategies.co.ke</a><br>Cc: 'KICTAnet ICT Policy Discussions'<br>Subject: RE: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework<br><br>Hi Muriuki,<br><br>Thank you for the comments. There is no complete report at the moment but it<br>is under preparation. The idea is to share the results so far and discuss<br>salient issues before we have a stakeholders workshop later on this month.<br>However, find below some background info:<br><br>The overall aim of the project was “to undertake comprehensive research in<br>the business process outsourcing (BPO) sub-sector in pioneer, emerging and<br>mature
markets to provide evidence and a deeper understanding of the<br>imperatives for success in this industry to better inform Kenya’s policy<br>decisions and investment choices”. The specific objectives were:<br> To provide empirical evidence and recommendations to inform the<br>development of BPO legislation, policy and strategy<br> To identify the critical success factors that underlie the BPO<br>industry in developing countries (in pioneer, emerging and mature markets)<br> To examine and provide comprehensive case studies of eight countries<br>representing pioneer, emerging and mature BPO markets <br> To analyse the business environment/culture in Kenya in order to<br>identify a unique BPO marketing strategy.<br> To provide a deeper understanding of youth employment and gender<br>issues within the BPO sector in pioneer, emerging and mature
markets <br> To increase the level of awareness and input among key stakeholders<br>through interactive dialogue on key BPO issues within the Kenyan context <br> To contribute to knowledge in this emerging sector through<br>publication and dissemination.<br><br>The project was carried out using the case study method and involved desk<br>research on the Internet and in libraries, review of existing documents, key<br>informant interviews and structured questionnaires. The case study involved<br>BPO firms and relevant national institutions in six countries classified as<br>follows:<br> BPO clients: U.S.A. and U.K.<br> Pioneer BPO services: Kenya<br> Emerging BPO services: South Africa<br> Mature BPO Services: India and Mauritius <br><br>The project is funded by IDRC and the University of Nairobi. It was carried<br>out by the
University of Nairobi in collaboration with the Ministry of<br>Information and Communications, the Kenya BPO and Contact Centre Society,<br>the Kenya ICT Board and KICTANET. <br><br>I am sure you can commend on the policy framework without a full report.<br><br>Regards<br><br>Tim Waema<br><br>-----Original Message-----<br>From: kictanet-bounces+waema=<a ymailto="mailto:uonbi.ac.ke@lists.kictanet.or.ke" href="mailto:uonbi.ac.ke@lists.kictanet.or.ke">uonbi.ac.ke@lists.kictanet.or.ke</a><br>[mailto:kictanet-bounces+waema=<a ymailto="mailto:uonbi.ac.ke@lists.kictanet.or.ke" href="mailto:uonbi.ac.ke@lists.kictanet.or.ke">uonbi.ac.ke@lists.kictanet.or.ke</a>] On Behalf<br>Of muriuki mureithi<br>Sent: 02 June 2009 08:47 AM<br>To: <a ymailto="mailto:waema@uonbi.ac.ke" href="mailto:waema@uonbi.ac.ke">waema@uonbi.ac.ke</a><br>Cc: 'KICTAnet ICT Policy Discussions'<br>Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework<br><br>Hi Walu
<br>Thanks for madaraka day gift - a bpo.<br><br>To provide a context of the discussion, could we access the full report.<br>This will help us to understand some aspects for example the TOR/objective<br>for the study, how the three economies were selected and the time frame of<br>the study among other issues. <br>There are some other economies that have promulgated some BPO specific<br>policies and innovative approach to BPO development. A deeper insight on the<br>context will help us to see how to introduce such thoughts in the<br>discussions <br><br>Cheers <br>muriuki mureithi <br><br>-----Original Message-----<br>From: kictanet-bounces+mureithi=<a ymailto="mailto:summitstrategies.co.ke@lists.kictanet.or.ke" href="mailto:summitstrategies.co.ke@lists.kictanet.or.ke">summitstrategies.co.ke@lists.kictanet.or.ke</a><br>[mailto:kictanet-bounces+mureithi=<a ymailto="mailto:summitstrategies.co.ke@lists.kictanet.or.k"
href="mailto:summitstrategies.co.ke@lists.kictanet.or.k">summitstrategies.co.ke@lists.kictanet.or.k</a><br>e] On Behalf Of Walubengo J<br>Sent: 02 June 2009 08:14<br>To: <a ymailto="mailto:mureithi@summitstrategies.co.ke" href="mailto:mureithi@summitstrategies.co.ke">mureithi@summitstrategies.co.ke</a><br>Cc: KICTAnet ICT Policy Discussions<br>Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework<br><br>Morning all,<br><br>I trust you have had a well-deserved, long weekend. Today we kick-off the<br>BPO discussion by focusing on the BPO Policy environment. Indeed Policy<br>informs both the Legal, Regulatory and Insititutional frameworks such that<br>if we get things wrong at the Policy level, then naturally, the rest of the<br>frameworks will not fly. <br><br>The BPO Research (synthesis attached) established very comprehensive Policy<br>frameworks in the selected countries of study - S.Africa, Mauritius and<br>India. When
compared to the Kenyan situation, the Researchers found that at<br>a National level, BPO is simply listed as one of the six KEY sectors of the<br>Economic Pillar within Vision2030. They also found that the National ICT<br>Policy (2006) does not explicitly mention BPO - even though some of the<br>objectives may implicitly relate to BPO. <br><br>Which brings us to the specific questions for discussion:<br>Q1: Should we at a National level be placing emphasise on an "ICT Sector" or<br>on a "BPO Sector"? which of the two should be a subset of the other? <br>Q2: Beyond the BPO policy statements in our V2030 document, dont we need to<br>do more by creating clear and monitorable plans/targets for the BPO sector -<br>BPO Strategic Framework? How should this be done? <br><br>We have only today for your views on this since tmrw we move into the Legal<br>and Regulatory frameworks.<br><br>walu.<br>Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory
Frameworks<br><br>----e-Discussion Program outline-----<br>1.The policy, legal and institutional frameworks for BPO sector (2days, Walu<br>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.<br>Adeya moderating<br><br><br> <br><br><br>-----------------------------------------<br>This message has been scanned for viruses and dangerous content by<br>MailScanner,<br>and is believed to be clean.<br><br>+++++++++++++++++++++++++++++++++++++++<br> UNIVERSITY OF NAIROBI IS ISO CERTIFIED<br><br>The University of Nairobi is committed to providing quality services to all<br>its clients. The University will monitor and review its quality performance<br>from time to time through an effective implementation of the Quality<br>Management
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