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<p class="MsoNormal">It is quite encouraging to hear from the PS that one Department
of Government is prepared to outsource some of its processes. This is good news
because it is the sort of event that might create the spark that will cause the
big bang of outsourcing activity (onshore followed by offshore) that everyone
is waiting for. Why? From the available data, there is no evidence that Kenya’s
policy, legal and regulatory frameworks or lack of them are a hindrance to the growth
of the sector. <span style=""> </span>Indeed we have made
milestones … BPO specific policy and regulation is necessary but not
sufficient.</p>
<p class="MsoNormal">First I think what lacks is widespread and demonstrable EVIDENCE
of what Kenya is capable of offering. <span style=""> </span></p>
<p class="MsoNormal">A speaker of international repute in BPO while visiting
Kenya recently presented that few<span style="" lang="EN-US"> big brand names want to be the first person to outsource to a company
or country. </span>As a result, of this ‘First to be Second Phenomenon’, clients
end up looking to the more established destinations.<span style=""> </span>Companies in the client countries are much
more focused on demonstrable quality of work, and want to ensure that it fits
seamlessly into their overall organization and with their corporate mandates. </p>
<p class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; line-height: normal;">In a
2008 survey conducted by Yankee Group dubbed “Can Middle Eastern Countries fulfil
the "Eastern" Promise?” found at <a href="http://www.yankeegroup.com/ResearchDocument.do?id=17120">http://www.yankeegroup.com/ResearchDocument.do?id=17120</a>
, Open/Competitive ICT Environment (policy, regulation…) was ranked 5<sup>th</sup>
after quality, labour costs, linguistic skills, <span style=""> </span>and infrastructure as a Selection Criterion <span style=""> </span>for Outsourcing Location.</p>
<p class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; line-height: normal;">Start
with local outsourcing and demonstrate to Safaricom et al, capacity then move
out.</p>
<p class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; line-height: normal;"> </p>
<p class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; line-height: normal;">Secondly,
never underestimate perception. Picture the mind of a first time western visitor:
</p>
<p class="MsoNormal" style="margin: 0in 0in 0.0001pt 0.5in; text-align: justify; text-indent: -0.25in; line-height: normal;"><span style="font-family: "Arial","sans-serif";"><span style="">•<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></span><span style="" lang="EN-US">Immigration Agents?<span style=""> </span>Pray it goes well!</span></p>
<p class="MsoNormal" style="margin: 0in 0in 0.0001pt 0.5in; text-align: justify; text-indent: -0.25in; line-height: normal;"><span style="font-family: "Arial","sans-serif";"><span style="">•<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></span><span style="" lang="EN-US">Luggage – Pray it shows up!</span></p>
<p class="MsoNormal" style="margin: 0in 0in 0.0001pt 0.5in; text-align: justify; text-indent: -0.25in; line-height: normal;"><span style="font-family: "Arial","sans-serif";"><span style="">•<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></span><span style="" lang="EN-US">Exit the Airport and mobbed by
people trying to take your bags and get you in a Taxi</span></p>
<p class="MsoNormal" style="margin: 0in 0in 0.0001pt 0.5in; text-align: justify; text-indent: -0.25in; line-height: normal;"><span style="font-family: "Arial","sans-serif";"><span style="">•<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></span><span style="" lang="EN-US">Drive from Airport to Hotel – What
does it look like?<span style=""> </span>Chaos or clean?</span></p>
<p class="MsoNormal" style="margin: 0in 0in 0.0001pt 0.5in; text-align: justify; text-indent: -0.25in; line-height: normal;"><span style="font-family: "Arial","sans-serif";"><span style="">•<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal;"> </span></span></span><span style="" lang="EN-US">Where are Starbucks and
McDonalds?<span style=""> </span>(Familiarity brings relief)</span></p>
<p class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; line-height: normal;">No
amount of marketing globetrotting will erase perceptions if we do not invest on
bringing the people in for first hand encounters right here. Thereafter you can
depend on their word of mouth.</p>
<p class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; line-height: normal;"><span style=""> </span></p>
<p class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify; line-height: normal;"><span style="" lang="EN-US">Good regulations and policies are
just the icing on the cake.</span></p>
<br><br><div class="gmail_quote">2009/6/4 Catherine Adeya <span dir="ltr"><<a href="mailto:elizaslider@yahoo.com">elizaslider@yahoo.com</a>></span><br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div><div style="font-family: arial,helvetica,sans-serif; font-size: 12pt;"><div>Bwana PS,<br><br>Much appreciated contribution but I am struggling with one issue. I have been toying with how to put it down and lacked the words so I will put it down anyway (apologies if misunderstood). Here goes....does the cabinet really understand that some of their delays in decision making can make the country lose out in a big way. I know for a fact that there are many countries who have positioned themselves ready to 'grab' the outsourcing jobs while we still await decisions. Is there any way around this? Is there anyway that they can understand that a decision which impinges on the legal/regulatory framework of the ICT industry must be timely unlike, for example, a decision on new equipment/trucks for the army (important but not urgent)...or matters to do with paternity leave (important
but not urgent)........<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 size="2" face="Tahoma"><hr size="1">
<b><span style="font-weight: bold;">From:</span></b> "<a href="mailto:bitange@jambo.co.ke" target="_blank">bitange@jambo.co.ke</a>" <<a href="mailto:bitange@jambo.co.ke" target="_blank">bitange@jambo.co.ke</a>><br>
<b><span style="font-weight: bold;">To:</span></b> <a href="mailto:elizaslider@yahoo.com" target="_blank">elizaslider@yahoo.com</a><br><b><span style="font-weight: bold;">Cc:</span></b> KICTAnet ICT Policy Discussions <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>><br>
<b><span style="font-weight: bold;">Sent:</span></b> Wednesday, June 3, 2009 7:50:53 PM<div class="im"><br><b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet] Day 2 of 10:-BPO discussions, Legal and Regulatory Frameworks<br>
</div></font><div><div></div><div class="h5"><br>
Walubengo,<br>In the next few weeks, Judiciary is to outsource its transcriptions of<br>court process. We need to put in place the infrastructure first. some<br>decisions take longer because they require cabinet approval. The good<br>
news is that there is sufficient goodwill to bring such reforms.<br><br><br>Ndemo.<br><br><br>><br>> Morning all,<br>><br>> Yesterday was like my 1st day in school - what a rich learning experience!<br>> Thanx to Waema, Nyaki, Barrack, Otuoma, and MM whose contributions were<br>
> quite enlightening. Of the two questions asked, it appears that we need<br>> both comprehensive ICT and BPO Policies and Strategies. With regard to<br>> National BPO strategies and targets we learnt that there was quite some<br>
> detail at the Ministry of Planning and the BPO Society which could benefit<br>> members if made widely accessible.<br>><br>> Today we move from the Policy to the
Legal, Regulatory Frameworks. The<br>> Research study found very comprehensive Legal and Regulatory environment<br>> in S.Africa, India and Mauritius that supported their BPO industry.<br>> Specifically, laws that took care of eTransactions, eCrime, Copyrights and<br>
> Data Protection were well established. Furthermore their BPO Industries<br>> had adopted stringent Quality Assurance Frameworks for BPO and Contact<br>> Center Operations.<br>><br>> The Researchers found that the case for Kenya was relatively comparable -<br>
> with the recently enacted KCA Act (2009) that deals with eCrime &<br>> eTransactions leading the way, others like the Copyright Act (2001) as<br>> well as the Freedom of Information Bill cuurently at an advanced stage<br>
> providing an encouraging Legal/Regulatory environment.<br>><br>> Which brings us to the following two questions:<br>><br>> Q3: With submarine cables landing next
week and given the above<br>> legal/regulatory frameworks, how comes Kenya is NOT experiencing the<br>> anticipated boom in the BPO sector? What should we do to get local and<br>> foreign investors to show more confidence in the BPO industry?<br>
><br>> Q4: Could there be gaps in our Legal, Regulatory and Institutional<br>> frameworks that need to be addresssed?<br>><br>> Put in black and white- Why hasn't Safaricom, Orange, Zain and several<br>
> local Banks who have all opened their own very large Call-Centers NOT<br>> shown confidence in the BPO sector by outsourcing their operations to<br>> local BPO operators? What of the Government itself? Why cant it outsource<br>
> non-core functions to the local BPO operators before trying attract<br>> foreign investors to do the same?<br>><br>> The floor is open, we have only today to get comments/answers to these<br>> issues.<br>
><br>>
walu.<br>><br>><br>><br>><br>><br>> _______________________________________________<br>> kictanet mailing list<br>> <a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a><br>
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