<html><head><style type="text/css"><!-- DIV {margin:0px;} --></style></head><body><div style="font-family:arial,helvetica,sans-serif;font-size:12pt"><div>What Muthoni says is factually correct. Apparently some firms who used to outsource work to India have been forced to bring their work back on-shore alot is due to the Indian company Muthoni talks about and others due to compromising quality. This is especially front-office work. However, some have not ruled out the possibility of outsourcing the work again if they are confident they will get the same or close to the same quality if the kept the work on-shore, but of course at the optimum price. Case in a point, one of the UK (England) outsourcers had to bring back their work on-shore and 'outsource' to Ireland but would be keen to find another destination not necessarily cheaper than India but of course cheaper than Ireland (optimum price is key here)...but ultimately their interest is to ensure
quality if not compromised. Kenya are you listening?<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 face="Tahoma" size="2"><hr size="1"><b><span style="font-weight: bold;">From:</span></b> muthoni masinde <muthoni@uonbi.ac.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> Thursday, June 4, 2009 12:22:26 PM<br><b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet] Day 2 of 10:-BPO discussions, Legal and Regulatory Frameworks<br></font><br>
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<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;">I disagree with Mwangi!</span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;">I am for the idea that we create ‘Kenyan
Brand’ as far as outsourcing is concerned. Going the way of vehicles on Kenyan
roads (wait for critical mass then get Michuki to sort out the mess) will lead
us to a sea of confusion. Outsourcing clients are so sensitive that the fact
that one had a bad experience at Mwangi’s (God forbid!) company will spoil for
the others. Take example of the Indian company that was involved in sale of
credit cards information. This one spoiled for so many others that now there is
an ‘exodus’ (for lack of a better word) of BPO work out of
India ! Let’s
have a framework and ensure that operators work within it and we will go places
as a country!</span></font></p>
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<p class="MsoNormal"><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
kictanet-bounces+muthoni=uonbi.ac.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+muthoni=uonbi.ac.ke@lists.kictanet.or.ke] <b><span style="font-weight: bold;">On Behalf Of </span></b>Richard Mwangi<br>
<b><span style="font-weight: bold;">Sent:</span></b> 04 June 2009 11:03<br>
<b><span style="font-weight: bold;">To:</span></b> muthoni@uonbi.ac.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 2 of
10:-BPO discussions,Legal and Regulatory Frameworks</span></font></p>
</div>
<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">Hi all,</span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">I am convinced that we would not need the Transport Licencing
Board or the Michuki rules if we only had a few vehicles on our roads.
Before we start thinking of BPO related regulatory frameworks we need to build
an industry first. An industry with a sizeable number of players with capacity
and world class infrastructure that would meet the minimum standards
of any client out there. </span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">What we have is alot of talk and false believe that cheaper
internet will open the flood gates of work, . Its is imperative we realise that
no one out there is waiting for Kenya
to be ready to give us work. Many multinationals out there are already getting
their work done by companies that have demostrable track record (borrowing
Peter's word) , human, financial and infrastructural capacity . If
our idea of competing in these markets is fronting 50 operators with 10 seats
each we might just save the clients money on a per seat basis but we end up
creating for them a logistical nightmare which many clients will not
take. Kenya
as a destination might be cheaper but it is not always about low wage
differential. Trying to merge the BPOs to create more viable bigger entities
might not be the way to go capitalism moves in well defined circles and
it will take care of that. Over time some will be left standing and they
will have gained enough traction for clients to notice them.</span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
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<div style="">
<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">When am out there looking for work, potential clients ask me
about HIV AIDS, Insecurity and political stability, before we discuss my
capacity or lack off / the countries infrastructure or lack off and
regulatory frameworks. Thinking about it I can't blame anybody who
wants an assurance that we have healthy kenyans and a workforce that can get to
work without fear of being attacked.</span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">In a nutshell i see Kenya
ending up with an over regulated none existent BPO industry. Looking at
the Kenyan BPO industry on a mirror i dont see a Lion I see something different
... a Mouse maybe . My 2 cents.</span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">Regards,</span></font></p>
</div>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">Richard MWANGI on Ngong
Road .</span></font></p>
</div>
<div>
<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">2009/6/4 Peter K. Kenduiywo <<a rel="nofollow" ymailto="mailto:pkenduiywo@jambo.co.ke" target="_blank" href="mailto:pkenduiywo@jambo.co.ke">pkenduiywo@jambo.co.ke</a>></span></font></p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;">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. Indeed we have made milestones … BPO specific policy and
regulation is necessary but not sufficient.</span></font></p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;">First I
think what lacks is widespread and demonstrable EVIDENCE of what
Kenya is
capable of offering. </span></font></p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;">A speaker
of international repute in BPO while visiting
Kenya recently presented that few
big brand names want to be the first person to outsource to a company or
country. As a result, of this ‘First to be Second Phenomenon’, clients end up
looking to the more established destinations. 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. </span></font></p>
<p style="margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"><span>In a 2008 survey
conducted by Yankee Group dubbed “Can Middle Eastern Countries fulfil the
"Eastern" Promise?” found at <a target="_blank" 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</span><sup>th</sup>
after quality, labour costs, linguistic skills, and infrastructure as a
Selection Criterion for Outsourcing Location.</span></font></p>
<p style="margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">Start with local
outsourcing and demonstrate to Safaricom et al, capacity then move out.</span></font></p>
<p style="margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<p style="margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">Secondly, never
underestimate perception. Picture the mind of a first time western visitor: </span></font></p>
<p style="margin-right: 0pt; margin-left: 36pt; margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">•<span style="font-size-adjust: none; font-stretch: normal;"></span></span></font><font size="1"><span style="font-size: 7pt;"> </span></font>Immigration
Agents? Pray it goes well!</p>
<p style="margin-right: 0pt; margin-left: 36pt; margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">•<span style="font-size-adjust: none; font-stretch: normal;"></span></span></font><font size="1"><span style="font-size: 7pt;"> </span></font>Luggage
– Pray it shows up!</p>
<p style="margin-right: 0pt; margin-left: 36pt; margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">•<span style="font-size-adjust: none; font-stretch: normal;"></span></span></font><font size="1"><span style="font-size: 7pt;"> </span></font>Exit
the Airport and mobbed by people trying to take your bags and get you in a Taxi</p>
<p style="margin-right: 0pt; margin-left: 36pt; margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">•<span style="font-size-adjust: none; font-stretch: normal;"></span></span></font><font size="1"><span style="font-size: 7pt;"> </span></font>Drive
from Airport to Hotel – What does it look like? Chaos or clean?</p>
<p style="margin-right: 0pt; margin-left: 36pt; margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">•<span style="font-size-adjust: none; font-stretch: normal;"></span></span></font><font size="1"><span style="font-size: 7pt;"> </span></font>Where
are Starbucks and McDonalds? (Familiarity brings relief)</p>
<p style="margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">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.</span></font></p>
<p style="margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<p style="margin-bottom: 0.0001pt; text-align: justify;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">Good regulations
and policies are just the icing on the cake.</span></font></p>
<p class="MsoNormal" style="margin-bottom: 12pt;"><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<div>
<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="font-size: 12pt;">2009/6/4 Catherine Adeya <<a rel="nofollow" ymailto="mailto:elizaslider@yahoo.com" target="_blank" href="mailto:elizaslider@yahoo.com">elizaslider@yahoo.com</a>></span></font></p>
<div>
<div>
<div>
<div>
<div>
<p class="MsoNormal"><font face="Arial" size="3"><span style="font-size: 12pt; font-family: Arial;">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</span></font></p>
</div>
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<p class="MsoNormal"><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;"> "<a rel="nofollow" ymailto="mailto:bitange@jambo.co.ke" target="_blank" href="mailto:bitange@jambo.co.ke">bitange@jambo.co.ke</a>"
<<a rel="nofollow" ymailto="mailto:bitange@jambo.co.ke" target="_blank" href="mailto:bitange@jambo.co.ke">bitange@jambo.co.ke</a>><br>
<b><span style="font-weight: bold;">To:</span></b> <a rel="nofollow" ymailto="mailto:elizaslider@yahoo.com" target="_blank" href="mailto:elizaslider@yahoo.com">elizaslider@yahoo.com</a><br>
<b><span style="font-weight: bold;">Cc:</span></b> KICTAnet ICT Policy
Discussions <<a rel="nofollow" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a>><br>
<b><span style="font-weight: bold;">Sent:</span></b> Wednesday, June 3, 2009
7:50:53 PM </span></font></p>
<div>
<p class="MsoNormal"><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;"><br>
<b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet] Day 2 of
10:-BPO discussions, Legal and Regulatory Frameworks</span></font></p>
</div>
<div>
<div>
<p class="MsoNormal" style="margin-bottom: 12pt;"><font face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial;"><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>
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from time to time through an effective implementation of the Quality
Management System based on ISO 9001:2000 standard.
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University of Nairobi Website: <a target="_blank" href="http://www.uonbi.ac.ke/">http://www.uonbi.ac.ke/</a>
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