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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks Catherine <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'> while it is not intended to expand the
scope of the research , this discussion process is a great opportunity to
highlight previous work done or being undertaken and findings to reduce
repetition of similar efforts .<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>MM<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Catherine Adeya
[mailto:elizaslider@yahoo.com] <br>
<b><span style='font-weight:bold'>Sent:</span></b> 02 June 2009 13:19<br>
<b><span style='font-weight:bold'>To:</span></b> mureithi@summitstrategies.co.ke<br>
<b><span style='font-weight:bold'>Cc:</span></b> KICTAnet ICT Policy
Discussions<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [kictanet] Day 1 of
10 :-BPO discussions, Policy Framework</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face=Arial><span style='font-size:12.0pt;
font-family:Arial'>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<o:p></o:p></span></font></p>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> 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>
</span></font><font size=2 face=Arial><span style='font-size:10.0pt;font-family:
Arial'><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 href="mailto:waema@uonbi.ac.ke"
ymailto="mailto:waema@uonbi.ac.ke">waema@uonbi.ac.ke</a>] <br>
Sent: 02 June 2009 10:56<br>
To: <a href="mailto:mureithi@summitstrategies.co.ke"
ymailto="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>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> To provide
empirical evidence and recommendations to inform the<br>
development of BPO legislation, policy and strategy<br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> To identify the critical
success factors that underlie the BPO<br>
industry in developing countries (in pioneer, emerging and mature markets)<br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> To examine and
provide comprehensive case studies of eight countries<br>
representing pioneer, emerging and mature BPO markets <br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> To analyse the
business environment/culture in Kenya in order to<br>
identify a unique BPO marketing strategy.<br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> To provide a
deeper understanding of youth employment and gender<br>
issues within the BPO sector in pioneer, emerging and mature markets <br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> To increase the
level of awareness and input among key stakeholders<br>
through interactive dialogue on key BPO issues within the Kenyan context <br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> 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>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> BPO clients:
U.S.A. and U.K.<br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> Pioneer BPO
services: Kenya<br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> Emerging BPO
services: South Africa<br>
</span></font><font size=2 face=Symbol><span style='font-size:10.0pt;
font-family:Symbol'>l</span></font><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'> 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 href="mailto:uonbi.ac.ke@lists.kictanet.or.ke"
ymailto="mailto:uonbi.ac.ke@lists.kictanet.or.ke">uonbi.ac.ke@lists.kictanet.or.ke</a><br>
[mailto:kictanet-bounces+waema=<a href="mailto:uonbi.ac.ke@lists.kictanet.or.ke"
ymailto="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 href="mailto:waema@uonbi.ac.ke" ymailto="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
href="mailto:summitstrategies.co.ke@lists.kictanet.or.ke"
ymailto="mailto:summitstrategies.co.ke@lists.kictanet.or.ke">summitstrategies.co.ke@lists.kictanet.or.ke</a><br>
[mailto:kictanet-bounces+mureithi=<a
href="mailto:summitstrategies.co.ke@lists.kictanet.or.k"
ymailto="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 href="mailto:mureithi@summitstrategies.co.ke"
ymailto="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>
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