June 2009 - KICTANet

Re: [kictanet] Day 2 of 10:-BPO discussions, Legal and Regulatory Frameworks
by Walubengo J 03 Jun '09

03 Jun '09

mmhh, too quiet i think, this 2nd day at school ;-) What happened to the Wakaremas, Nesbitts, Richard Mwangis, Peres Weres, Alex Gs, et al? Its hard to believe they have nothing to say on BPO...or maybe they have outsourced their minds? ;-) Lets share for the benefit of the industry. There are no right or wrong answers to these questions and people should feel free to state their personal opinion without fear or favor. walu. --- On Wed, 6/3/09, Catherine Adeya <elizaslider(a)yahoo.com> wrote: > From: Catherine Adeya <elizaslider(a)yahoo.com> > Subject: Re: [kictanet] Day 2 of 10:-BPO discussions, Legal and Regulatory Frameworks > To: jwalu(a)yahoo.com > Cc: "KICTAnet ICT Policy Discussions" <kictanet(a)lists.kictanet.or.ke> > Date: Wednesday, June 3, 2009, 3:50 PM > And I will reply to myself > and add that is there something in our institutional > framework that needs to be addressed or have we got it > right? If we have then what are we doing wrong? > > Nyaki > > From: > Catherine Adeya <elizaslider(a)yahoo.com> > To: > elizaslider(a)yahoo.com > Cc: KICTAnet > ICT Policy Discussions > <kictanet(a)lists.kictanet.or.ke> > Sent: > Wednesday, June 3, 2009 2:39:11 PM > Subject: Re: > [kictanet] Day 2 of 10:-BPO discussions, Legal and > Regulatory Frameworks > > > Muriuki et. al., > > This is very useful information and kindly share the > multi-country study you discuss below; I emphasize the > importance of collating these studies with a common goal in > mind . One important issue you raise (and this was confirmed > by the BPO research team while in the UK) is literally based > on 'Field of Dreams'....that is "...if you > build it they will come". The confidence that we show > in our local BPO sector will boost the confidence of the > potential foreign investors. The reasons why some of the key > players prefer to operate their own contact sectors vary and > some are credible. And this takes me back to the question > Walu has raised that with the submarine cables landing soon > and given the many developments in the legal/regulatory > frameworks; why is Kenya not experiencing the > anticipated boom in the BPO sector? Did we miss something > along the way especially within our regulatory framework, is > it something we can pull back or work on quite quickly as > the other potential BPO desitinations like Egypt, Mauritius > and SA are not waiting for us to get it right. And then > what should we do to get local and foreign investors > to show more confidence in the BPO industry? > > My sixpence worth! > > Nyaki > > From: > muriuki mureithi <mureithi(a)summitstrategies.co.ke> > To: > elizaslider(a)yahoo.com > Cc: KICTAnet > ICT Policy Discussions > <kictanet(a)lists.kictanet.or.ke> > Sent: Wednesday, June > 3, 2009 8:50:25 AM > Subject: Re: > [kictanet] Day 2 of 10:-BPO discussions, Legal and > Regulatory Frameworks > > > Thanks Walu for the early morning call > > Q4 - yes , one of the key markets we are targeting i.e. UK > is a party to the > European wide data protection arrangement. This > arrangement has stringent > requirements for cross border data exchange and > particularly to members > who are not party to that arrangement. Kenyan law on data > protection as you > rightly state is non-existent. > > Certainly the fact the key players in the market prefer to > operate their own > contact centres apart from the daring example of Telkom > Kenya is a damning > reminder that we have to do a lot of work to convince > ourselves first before > we go out and convince others that we can handle > their sensitive data. > In a multi-country study we did for university of the > Maryland; The bpo > phenomena in Kenya: Emerging flagship to drive ICT > development -A case study > in 2007, the legal framework need to address > a > number of issues notably > - data protection, indemnity for operators , bonding > framework for staff - > the police conduct certification is only good for matatus > not high end > confidential bpo work , incentive framework eg use of > epza , fiscal etc > > With the legal loop holes the study found that some Kenya > bpo were forced to > register an operation in the target market such that, that > operation was > contractually responsible for the projects being done in > Kenya. This immense > can be overcome by an improved legal framework. > > Now is an opportunity we should not lose to build a > supporting legal > framework for bpo > > Cheers > MM > > -----Original Message----- > From: kictanet-bounces+mureithi=summitstrategies.co.ke(a)lists.kictanet.or.ke > [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k > e] On Behalf Of Walubengo J > Sent: 03 June 2009 08:05 > To: mureithi(a)summitstrategies.co.ke > Cc: KICTAnet ICT Policy Discussions > Subject: [kictanet] Day 2 of 10:-BPO discussions,Legal and > Regulatory > Frameworks > > > Morning all, > > Yesterday was like my 1st day in school - what a rich > learning experience! > Thanx to Waema, Nyaki, Barrack, Otuoma, and MM whose > contributions were > quite enlightening. Of the two questions asked, it appears > that we need > both > comprehensive ICT and BPO Policies and Strategies. > With regard to National > BPO strategies and targets we learnt that there was quite > some detail at the > Ministry of Planning and the BPO Society which > could benefit members if made > widely accessible. > > Today we move from the Policy to the Legal, Regulatory > Frameworks. The > Research study found very comprehensive Legal and > Regulatory environment in > S.Africa, India and Mauritius that supported their BPO > industry. > Specifically, laws that took care of eTransactions, eCrime, > Copyrights and > Data Protection were well established. Furthermore their > BPO Industries had > adopted stringent Quality Assurance Frameworks for BPO and > Contact Center > Operations. > > The Researchers found that the case for Kenya was > relatively comparable - > with the recently enacted KCA Act (2009) that deals with > eCrime & > eTransactions leading the way, others like the Copyright > Act (2001) as well > as the Freedom of Information Bill cuurently at an advanced > stage providing > an encouraging Legal/Regulatory environment. > > Which brings us to the following two questions: > > Q3: With > submarine cables landing next week and given the above > legal/regulatory frameworks, how comes Kenya is NOT > experiencing the > anticipated boom in the BPO sector? What should we do to > get local and > foreign investors to show more confidence in the BPO > industry? > > Q4: Could there be gaps in our Legal, Regulatory and > Institutional > frameworks that need to be addresssed? > > Put in black and white- Why hasn't Safaricom, Orange, > Zain and several local > Banks who have all opened their own very large Call-Centers > NOT shown > confidence in the BPO sector by outsourcing their > operations to local BPO > operators? What of the Government itself? Why cant it > outsource non-core > functions to the local BPO operators before trying attract > foreign investors > to do the same? > > The floor is open, we have only today to get > comments/answers to these > issues. > > walu. > > > > > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: mureithi(a)summitstrategies.co.ke > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/mureithi%40summitstrate > gies.co.ke > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: elizaslider(a)yahoo.com > Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/elizaslider%40yahoo.com > > > > > > > > -----Inline Attachment Follows----- > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: jwalu(a)yahoo.com > Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com >

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Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework
by Walubengo J 03 Jun '09

03 Jun '09

MM, Thanx for your insights - you seem to have re-surfaced with enhanced wisdom after some self-imposed silence ;-). I am however unable to place my hands on the document from Ministry of Planning that u say details the BPO sector/strategy. The one I could get @ http://www.communication.go.ke/media.asp?id=611 seems to be a shallow on BPO. Also you cite BPO studies you did for UNCTAD - Plse share the urls if possible. In the same spirit, I seem to recall that a while back the Kenya BPO Society launched a - was it a BPO Policy or Strategy. Someone should give us the url to such a document. In addition, it would be nice to know to what extend this Policy/Strategy was (not?) adopted by the GoK. Plse share your ideas since we have less than half-a-day to the close of this theme. regards, walu. --- On Tue, 6/2/09, Catherine Adeya <elizaslider(a)yahoo.com> wrote: > From: Catherine Adeya <elizaslider(a)yahoo.com> > Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework > To: jwalu(a)yahoo.com > Cc: "KICTAnet ICT Policy Discussions" <kictanet(a)lists.kictanet.or.ke> > Date: Tuesday, June 2, 2009, 2:19 PM > Muriuki, > > 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. > > Best, > > Nyaki > > From: > muriuki mureithi <mureithi(a)summitstrategies.co.ke> > To: > elizaslider(a)yahoo.com > Cc: KICTAnet > ICT Policy Discussions > <kictanet(a)lists.kictanet.or.ke> > Sent: > Tuesday, June 2, 2009 12:11:57 PM > Subject: Re: > [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework > > > Thanks Tim for the context, it is now feasible to > participate > > Walu you may want to revisit your structure of the > discussions to ensure > that your structure maps to the objectives of the > study. A very interesting > topic - BPO marketing strategy is not in your discussion > structure and is > key to success of BPO. This is one of the study > objectives > > On the questions raised by the moderator and especially Q2 > - a more detailed > document published by ministry of planning - Kenya > Vision 2030, A Globally > Competitive and Prosperous Kenya published 2007 is > very detailed on bpo. It > gives a detailed background on bpo, the opportunities and a > strategy to > exploit the opportunities. The Document further > develop an approach , the > target markets and the strategy with timelines that > can be monitored. One > would expect that operational details would be worked out > by the KICTB > which I > believe was the intent of v2030 > > On the broader aspect of the question, it is necessary for > the country to > have a specific policy on BPO. A desk study we did > last year for > International trade centre of UNCTAD - BPO/ITO > activity in Sub Sahara > Africa:Lessons from BPO/ITOs activity in selected > (13) English speaking > countries in Africa - noted the > advantage of a policy that is BPO > specific . The need for a policy is in cognisance that > a wide array of > multisectoral resources need to be deployed to ensure > success of the sector. > That policy helps to bring together and coordinate those > resources and > create synergy. Nigeria for example developed > and promulgated a BPO > specific policy. The policy explicitly recognizes the > opportunity presented > by the sector but also notes the challenge the > sector faces to exploit > the opportunity, defines the > role of the stakeholders and the contribution , > incentives to realize the benefits. It also sets out the > time frame but most > importantly the market strategy. > > In the policy development, the strategy to > exploit is critical. It is > inadequate to stress the huge size of the market and > focus of that > market(off-shoring) without addressing our capacity > to exploit the market > considering the global competition. We can learn from > some of the > successful competitors like South Africa who built > offshoring bpo on the > back of inshoring . likewise, Nigeria policy strategy > is based on local > outsourcing first. Clearly, It is much cheaper to build > local outsourcing > capacity and then use this capacity and skill base to > exploit offshoring > > In developing such a policy we should not lose sight of the > fact that bpo > is not an end in itself but a means to fully exploit the > immense > benefits of > ICTs > > Cheers > MM > > -----Original Message----- > From: Prof Waema [mailto:waema@uonbi.ac.ke] > > Sent: 02 June 2009 10:56 > To: mureithi(a)summitstrategies.co.ke > Cc: 'KICTAnet ICT Policy Discussions' > Subject: RE: [kictanet] Day 1 of 10 :-BPO discussions, > Policy Framework > > Hi Muriuki, > > Thank you for the comments. There is no complete report at > the moment but it > is under preparation. The idea is to share the results so > far and discuss > salient issues before we have a stakeholders workshop later > on this month. > However, find below some background info: > > The overall aim of the project was “to undertake > comprehensive research in > the business process outsourcing (BPO) sub-sector in > pioneer, emerging and > mature > markets to provide evidence and a deeper understanding of > the > imperatives for success in this industry to better inform > Kenya’s policy > decisions and investment choices”. The specific > objectives were: >  To provide empirical evidence and > recommendations to inform the > development of BPO legislation, policy and strategy >  To identify the critical success > factors that underlie the BPO > industry in developing countries (in pioneer, emerging and > mature markets) >  To examine and provide comprehensive > case studies of eight countries > representing pioneer, emerging and mature BPO markets >  To analyse the business > environment/culture in Kenya in order to > identify a unique BPO marketing strategy. >  To provide a deeper understanding of > youth employment and gender > issues within the BPO sector in pioneer, emerging and > mature > markets >  To increase the level of awareness > and input among key stakeholders > through interactive dialogue on key BPO issues within the > Kenyan context >  To contribute to knowledge in this > emerging sector through > publication and dissemination. > > The project was carried out using the case study method and > involved desk > research on the Internet and in libraries, review of > existing documents, key > informant interviews and structured questionnaires. The > case study involved > BPO firms and relevant national institutions in six > countries classified as > follows: >  BPO clients: U.S.A. and U.K. >  Pioneer BPO services: Kenya >  Emerging BPO services: South Africa >  Mature BPO Services: India and > Mauritius > > The project is funded by IDRC and the University of > Nairobi. It was carried > out by the > University of Nairobi in collaboration with the Ministry > of > Information and Communications, the Kenya BPO and Contact > Centre Society, > the Kenya ICT Board and KICTANET. > > I am sure you can commend on the policy framework without a > full report. > > Regards > > Tim Waema > > -----Original Message----- > From: kictanet-bounces+waema=uonbi.ac.ke(a)lists.kictanet.or.ke > [mailto:kictanet-bounces+waema=uonbi.ac.ke@lists.kictanet.or.ke] > On Behalf > Of muriuki mureithi > Sent: 02 June 2009 08:47 AM > To: waema(a)uonbi.ac.ke > Cc: 'KICTAnet ICT Policy Discussions' > Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, > Policy Framework > > Hi Walu > > Thanks for madaraka day gift - a bpo. > > To provide a context of the discussion, could we access > the full report. > This will help us to understand some aspects for example > the TOR/objective > for the study, how the three economies were selected and > the time frame of > the study among other issues. > There are some other economies that have promulgated some > BPO specific > policies and innovative approach to BPO development. A > deeper insight on the > context will help us to see how to introduce such > thoughts in the > discussions > > Cheers > muriuki mureithi > > -----Original Message----- > From: kictanet-bounces+mureithi=summitstrategies.co.ke(a)lists.kictanet.or.ke > [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k > e] On Behalf Of Walubengo J > Sent: 02 June 2009 08:14 > To: mureithi(a)summitstrategies.co.ke > Cc: KICTAnet ICT Policy Discussions > Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy > Framework > > Morning all, > > I trust you have had a well-deserved, long weekend. Today > we kick-off the > BPO discussion by focusing on the BPO Policy > environment. Indeed Policy > informs both the Legal, Regulatory and Insititutional > frameworks such that > if we get things wrong at the Policy level, then naturally, > the rest of the > frameworks will not fly. > > The BPO Research (synthesis attached) established very > comprehensive Policy > frameworks in the selected countries of study - S.Africa, > Mauritius and > India. When > compared to the Kenyan situation, the Researchers found > that at > a National level, BPO is simply listed as one of the six > KEY sectors of the > Economic Pillar within Vision2030. They also found > that the National ICT > Policy (2006) does not explicitly mention BPO - even though > some of the > objectives may implicitly relate to BPO. > > Which brings us to the specific questions for discussion: > Q1: Should we at a National level be placing emphasise on > an "ICT Sector" or > on a "BPO Sector"? which of the two should be a > subset of the other? > Q2: Beyond the BPO policy statements in our V2030 document, > dont we need to > do more by creating clear and monitorable plans/targets for > the BPO sector - > BPO Strategic Framework? How should this be done? > > We have only today for your views on this since tmrw we > move into the Legal > and Regulatory frameworks. > > walu. > Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory > Frameworks > > ----e-Discussion Program outline----- > 1.The policy, legal and institutional frameworks for BPO > sector (2days, Walu > moderating) > 2.Subsidies accorded to BPO sector (2days, Walu > moderating) > 3.Human capacity issues (2days, Walu moderating) > 4.Youth and gender issues (2days, Dr. C. Adeya moderating) > 5.Strengths and challenges for Kenya as a BPO destination > (2days, Dr. C. > Adeya moderating > > > > > > ----------------------------------------- > This message has been scanned for viruses and dangerous > content by > MailScanner, > and is believed to be clean. > > +++++++++++++++++++++++++++++++++++++++ > UNIVERSITY OF NAIROBI IS ISO CERTIFIED > > The University of Nairobi is committed to providing quality > services to all > its clients. The University will monitor and review its > quality performance > from time to time through an effective implementation of > the Quality > Management > System based on ISO 9001:2000 standard. > > University of Nairobi Website: http://www.uonbi.ac.ke/ > +++++++++++++++++++++++++++++++++++++++ > > > > > ----------------------------------------- > This message has been scanned for viruses and dangerous > content by > MailScanner, > and is believed to be clean. > > +++++++++++++++++++++++++++++++++++++++ > UNIVERSITY OF NAIROBI IS ISO CERTIFIED > > The University of Nairobi is committed to providing quality > services to all > its clients. The University will monitor and review its > quality performance > from time to time through an effective implementation of > the Quality > Management System based on ISO 9001:2000 standard. > > University of Nairobi Website: http://www.uonbi.ac.ke/ > +++++++++++++++++++++++++++++++++++++++ > > > > > -----Inline Attachment Follows----- > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: jwalu(a)yahoo.com > Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com >

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Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework
by muriuki mureithi 02 Jun '09

02 Jun '09

Thanks Tim for the context, it is now feasible to participate Walu you may want to revisit your structure of the discussions to ensure that your structure maps to the objectives of the study. A very interesting topic - BPO marketing strategy is not in your discussion structure and is key to success of BPO. This is one of the study objectives On the questions raised by the moderator and especially Q2 - a more detailed document published by ministry of planning - Kenya Vision 2030, A Globally Competitive and Prosperous Kenya published 2007 is very detailed on bpo. It gives a detailed background on bpo, the opportunities and a strategy to exploit the opportunities. The Document further develop an approach , the target markets and the strategy with timelines that can be monitored. One would expect that operational details would be worked out by the KICTB which I believe was the intent of v2030 On the broader aspect of the question, it is necessary for the country to have a specific policy on BPO. A desk study we did last year for International trade centre of UNCTAD - BPO/ITO activity in Sub Sahara Africa:Lessons from BPO/ITOs activity in selected (13) English speaking countries in Africa - noted the advantage of a policy that is BPO specific . The need for a policy is in cognisance that a wide array of multisectoral resources need to be deployed to ensure success of the sector. That policy helps to bring together and coordinate those resources and create synergy. Nigeria for example developed and promulgated a BPO specific policy. The policy explicitly recognizes the opportunity presented by the sector but also notes the challenge the sector faces to exploit the opportunity, defines the role of the stakeholders and the contribution , incentives to realize the benefits. It also sets out the time frame but most importantly the market strategy. In the policy development, the strategy to exploit is critical. It is inadequate to stress the huge size of the market and focus of that market(off-shoring) without addressing our capacity to exploit the market considering the global competition. We can learn from some of the successful competitors like South Africa who built offshoring bpo on the back of inshoring . likewise, Nigeria policy strategy is based on local outsourcing first. Clearly, It is much cheaper to build local outsourcing capacity and then use this capacity and skill base to exploit offshoring In developing such a policy we should not lose sight of the fact that bpo is not an end in itself but a means to fully exploit the immense benefits of ICTs Cheers MM -----Original Message----- From: Prof Waema [mailto:waema@uonbi.ac.ke] Sent: 02 June 2009 10:56 To: mureithi(a)summitstrategies.co.ke Cc: 'KICTAnet ICT Policy Discussions' Subject: RE: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework Hi Muriuki, Thank you for the comments. There is no complete report at the moment but it is under preparation. The idea is to share the results so far and discuss salient issues before we have a stakeholders workshop later on this month. However, find below some background info: The overall aim of the project was “to undertake comprehensive research in the business process outsourcing (BPO) sub-sector in pioneer, emerging and mature markets to provide evidence and a deeper understanding of the imperatives for success in this industry to better inform Kenya’s policy decisions and investment choices”. The specific objectives were:  To provide empirical evidence and recommendations to inform the development of BPO legislation, policy and strategy  To identify the critical success factors that underlie the BPO industry in developing countries (in pioneer, emerging and mature markets)  To examine and provide comprehensive case studies of eight countries representing pioneer, emerging and mature BPO markets  To analyse the business environment/culture in Kenya in order to identify a unique BPO marketing strategy.  To provide a deeper understanding of youth employment and gender issues within the BPO sector in pioneer, emerging and mature markets  To increase the level of awareness and input among key stakeholders through interactive dialogue on key BPO issues within the Kenyan context  To contribute to knowledge in this emerging sector through publication and dissemination. The project was carried out using the case study method and involved desk research on the Internet and in libraries, review of existing documents, key informant interviews and structured questionnaires. The case study involved BPO firms and relevant national institutions in six countries classified as follows:  BPO clients: U.S.A. and U.K.  Pioneer BPO services: Kenya  Emerging BPO services: South Africa  Mature BPO Services: India and Mauritius The project is funded by IDRC and the University of Nairobi. It was carried out by the University of Nairobi in collaboration with the Ministry of Information and Communications, the Kenya BPO and Contact Centre Society, the Kenya ICT Board and KICTANET. I am sure you can commend on the policy framework without a full report. Regards Tim Waema -----Original Message----- From: kictanet-bounces+waema=uonbi.ac.ke(a)lists.kictanet.or.ke [mailto:kictanet-bounces+waema=uonbi.ac.ke@lists.kictanet.or.ke] On Behalf Of muriuki mureithi Sent: 02 June 2009 08:47 AM To: waema(a)uonbi.ac.ke Cc: 'KICTAnet ICT Policy Discussions' Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework Hi Walu Thanks for madaraka day gift - a bpo. To provide a context of the discussion, could we access the full report. This will help us to understand some aspects for example the TOR/objective for the study, how the three economies were selected and the time frame of the study among other issues. There are some other economies that have promulgated some BPO specific policies and innovative approach to BPO development. A deeper insight on the context will help us to see how to introduce such thoughts in the discussions Cheers muriuki mureithi -----Original Message----- From: kictanet-bounces+mureithi=summitstrategies.co.ke(a)lists.kictanet.or.ke [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k e] On Behalf Of Walubengo J Sent: 02 June 2009 08:14 To: mureithi(a)summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework Morning all, I trust you have had a well-deserved, long weekend. Today we kick-off the BPO discussion by focusing on the BPO Policy environment. Indeed Policy informs both the Legal, Regulatory and Insititutional frameworks such that if we get things wrong at the Policy level, then naturally, the rest of the frameworks will not fly. The BPO Research (synthesis attached) established very comprehensive Policy frameworks in the selected countries of study - S.Africa, Mauritius and India. When compared to the Kenyan situation, the Researchers found that at a National level, BPO is simply listed as one of the six KEY sectors of the Economic Pillar within Vision2030. They also found that the National ICT Policy (2006) does not explicitly mention BPO - even though some of the objectives may implicitly relate to BPO. Which brings us to the specific questions for discussion: Q1: Should we at a National level be placing emphasise on an "ICT Sector" or on a "BPO Sector"? which of the two should be a subset of the other? Q2: Beyond the BPO policy statements in our V2030 document, dont we need to do more by creating clear and monitorable plans/targets for the BPO sector - BPO Strategic Framework? How should this be done? We have only today for your views on this since tmrw we move into the Legal and Regulatory frameworks. walu. Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory Frameworks ----e-Discussion Program outline----- 1.The policy, legal and institutional frameworks for BPO sector (2days, Walu moderating) 2.Subsidies accorded to BPO sector (2days, Walu moderating) 3.Human capacity issues (2days, Walu moderating) 4.Youth and gender issues (2days, Dr. C. Adeya moderating) 5.Strengths and challenges for Kenya as a BPO destination (2days, Dr. C. Adeya moderating ----------------------------------------- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. +++++++++++++++++++++++++++++++++++++++ UNIVERSITY OF NAIROBI IS ISO CERTIFIED The University of Nairobi is committed to providing quality services to all its clients. The University will monitor and review its quality performance from time to time through an effective implementation of the Quality Management System based on ISO 9001:2000 standard. University of Nairobi Website: http://www.uonbi.ac.ke/ +++++++++++++++++++++++++++++++++++++++ ----------------------------------------- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. +++++++++++++++++++++++++++++++++++++++ UNIVERSITY OF NAIROBI IS ISO CERTIFIED The University of Nairobi is committed to providing quality services to all its clients. The University will monitor and review its quality performance from time to time through an effective implementation of the Quality Management System based on ISO 9001:2000 standard. University of Nairobi Website: http://www.uonbi.ac.ke/ +++++++++++++++++++++++++++++++++++++++

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Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework
by muriuki mureithi 02 Jun '09

02 Jun '09

Wow I like the part about the wisdom I forgot the url of the document . I have attached it hoping I am not going against the list rules if any on document attachments Happy reading MM -----Original Message----- From: kictanet-bounces+mureithi=summitstrategies.co.ke(a)lists.kictanet.or.ke [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k e] On Behalf Of Walubengo J Sent: 02 June 2009 14:10 To: mureithi(a)summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework MM, Thanx for your insights - you seem to have re-surfaced with enhanced wisdom after some self-imposed silence ;-). I am however unable to place my hands on the document from Ministry of Planning that u say details the BPO sector/strategy. The one I could get @ http://www.communication.go.ke/media.asp?id=611 seems to be a shallow on BPO. Also you cite BPO studies you did for UNCTAD - Plse share the urls if possible. In the same spirit, I seem to recall that a while back the Kenya BPO Society launched a - was it a BPO Policy or Strategy. Someone should give us the url to such a document. In addition, it would be nice to know to what extend this Policy/Strategy was (not?) adopted by the GoK. Plse share your ideas since we have less than half-a-day to the close of this theme. regards, walu. --- On Tue, 6/2/09, Catherine Adeya <elizaslider(a)yahoo.com> wrote: > From: Catherine Adeya <elizaslider(a)yahoo.com> > Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework > To: jwalu(a)yahoo.com > Cc: "KICTAnet ICT Policy Discussions" <kictanet(a)lists.kictanet.or.ke> > Date: Tuesday, June 2, 2009, 2:19 PM > Muriuki, > > 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. > > Best, > > Nyaki > > From: > muriuki mureithi <mureithi(a)summitstrategies.co.ke> > To: > elizaslider(a)yahoo.com > Cc: KICTAnet > ICT Policy Discussions > <kictanet(a)lists.kictanet.or.ke> > Sent: > Tuesday, June 2, 2009 12:11:57 PM > Subject: Re: > [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework > > > Thanks Tim for the context, it is now feasible to > participate > > Walu you may want to revisit your structure of the > discussions to ensure > that your structure maps to the objectives of the > study. A very interesting > topic - BPO marketing strategy is not in your discussion > structure and is > key to success of BPO. This is one of the study > objectives > > On the questions raised by the moderator and especially Q2 > - a more detailed > document published by ministry of planning - Kenya > Vision 2030, A Globally > Competitive and Prosperous Kenya published 2007 is > very detailed on bpo. It > gives a detailed background on bpo, the opportunities and a > strategy to > exploit the opportunities. The Document further > develop an approach , the > target markets and the strategy with timelines that > can be monitored. One > would expect that operational details would be worked out > by the KICTB > which I > believe was the intent of v2030 > > On the broader aspect of the question, it is necessary for > the country to > have a specific policy on BPO. A desk study we did > last year for > International trade centre of UNCTAD - BPO/ITO > activity in Sub Sahara > Africa:Lessons from BPO/ITOs activity in selected > (13) English speaking > countries in Africa - noted the > advantage of a policy that is BPO > specific . The need for a policy is in cognisance that > a wide array of > multisectoral resources need to be deployed to ensure > success of the sector. > That policy helps to bring together and coordinate those > resources and > create synergy. Nigeria for example developed > and promulgated a BPO > specific policy. The policy explicitly recognizes the > opportunity presented > by the sector but also notes the challenge the > sector faces to exploit > the opportunity, defines the > role of the stakeholders and the contribution , > incentives to realize the benefits. It also sets out the > time frame but most > importantly the market strategy. > > In the policy development, the strategy to > exploit is critical. It is > inadequate to stress the huge size of the market and > focus of that > market(off-shoring) without addressing our capacity > to exploit the market > considering the global competition. We can learn from > some of the > successful competitors like South Africa who built > offshoring bpo on the > back of inshoring . likewise, Nigeria policy strategy > is based on local > outsourcing first. Clearly, It is much cheaper to build > local outsourcing > capacity and then use this capacity and skill base to > exploit offshoring > > In developing such a policy we should not lose sight of the > fact that bpo > is not an end in itself but a means to fully exploit the > immense > benefits of > ICTs > > Cheers > MM > > -----Original Message----- > From: Prof Waema [mailto:waema@uonbi.ac.ke] > > Sent: 02 June 2009 10:56 > To: mureithi(a)summitstrategies.co.ke > Cc: 'KICTAnet ICT Policy Discussions' > Subject: RE: [kictanet] Day 1 of 10 :-BPO discussions, > Policy Framework > > Hi Muriuki, > > Thank you for the comments. There is no complete report at > the moment but it > is under preparation. The idea is to share the results so > far and discuss > salient issues before we have a stakeholders workshop later > on this month. > However, find below some background info: > > The overall aim of the project was “to undertake > comprehensive research in > the business process outsourcing (BPO) sub-sector in > pioneer, emerging and > mature > markets to provide evidence and a deeper understanding of > the > imperatives for success in this industry to better inform > Kenya’s policy > decisions and investment choices”. The specific > objectives were: >  To provide empirical evidence and > recommendations to inform the > development of BPO legislation, policy and strategy >  To identify the critical success > factors that underlie the BPO > industry in developing countries (in pioneer, emerging and > mature markets) >  To examine and provide comprehensive > case studies of eight countries > representing pioneer, emerging and mature BPO markets >  To analyse the business > environment/culture in Kenya in order to > identify a unique BPO marketing strategy. >  To provide a deeper understanding of > youth employment and gender > issues within the BPO sector in pioneer, emerging and > mature > markets >  To increase the level of awareness > and input among key stakeholders > through interactive dialogue on key BPO issues within the > Kenyan context >  To contribute to knowledge in this > emerging sector through > publication and dissemination. > > The project was carried out using the case study method and > involved desk > research on the Internet and in libraries, review of > existing documents, key > informant interviews and structured questionnaires. The > case study involved > BPO firms and relevant national institutions in six > countries classified as > follows: >  BPO clients: U.S.A. and U.K. >  Pioneer BPO services: Kenya >  Emerging BPO services: South Africa >  Mature BPO Services: India and > Mauritius > > The project is funded by IDRC and the University of > Nairobi. It was carried > out by the > University of Nairobi in collaboration with the Ministry > of > Information and Communications, the Kenya BPO and Contact > Centre Society, > the Kenya ICT Board and KICTANET. > > I am sure you can commend on the policy framework without a > full report. > > Regards > > Tim Waema > > -----Original Message----- > From: kictanet-bounces+waema=uonbi.ac.ke(a)lists.kictanet.or.ke > [mailto:kictanet-bounces+waema=uonbi.ac.ke@lists.kictanet.or.ke] > On Behalf > Of muriuki mureithi > Sent: 02 June 2009 08:47 AM > To: waema(a)uonbi.ac.ke > Cc: 'KICTAnet ICT Policy Discussions' > Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, > Policy Framework > > Hi Walu > > Thanks for madaraka day gift - a bpo. > > To provide a context of the discussion, could we access > the full report. > This will help us to understand some aspects for example > the TOR/objective > for the study, how the three economies were selected and > the time frame of > the study among other issues. > There are some other economies that have promulgated some > BPO specific > policies and innovative approach to BPO development. A > deeper insight on the > context will help us to see how to introduce such > thoughts in the > discussions > > Cheers > muriuki mureithi > > -----Original Message----- > From: kictanet-bounces+mureithi=summitstrategies.co.ke(a)lists.kictanet.or.ke > [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k > e] On Behalf Of Walubengo J > Sent: 02 June 2009 08:14 > To: mureithi(a)summitstrategies.co.ke > Cc: KICTAnet ICT Policy Discussions > Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy > Framework > > Morning all, > > I trust you have had a well-deserved, long weekend. Today > we kick-off the > BPO discussion by focusing on the BPO Policy > environment. Indeed Policy > informs both the Legal, Regulatory and Insititutional > frameworks such that > if we get things wrong at the Policy level, then naturally, > the rest of the > frameworks will not fly. > > The BPO Research (synthesis attached) established very > comprehensive Policy > frameworks in the selected countries of study - S.Africa, > Mauritius and > India. When > compared to the Kenyan situation, the Researchers found > that at > a National level, BPO is simply listed as one of the six > KEY sectors of the > Economic Pillar within Vision2030. They also found > that the National ICT > Policy (2006) does not explicitly mention BPO - even though > some of the > objectives may implicitly relate to BPO. > > Which brings us to the specific questions for discussion: > Q1: Should we at a National level be placing emphasise on > an "ICT Sector" or > on a "BPO Sector"? which of the two should be a > subset of the other? > Q2: Beyond the BPO policy statements in our V2030 document, > dont we need to > do more by creating clear and monitorable plans/targets for > the BPO sector - > BPO Strategic Framework? How should this be done? > > We have only today for your views on this since tmrw we > move into the Legal > and Regulatory frameworks. > > walu. > Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory > Frameworks > > ----e-Discussion Program outline----- > 1.The policy, legal and institutional frameworks for BPO > sector (2days, Walu > moderating) > 2.Subsidies accorded to BPO sector (2days, Walu > moderating) > 3.Human capacity issues (2days, Walu moderating) > 4.Youth and gender issues (2days, Dr. C. Adeya moderating) > 5.Strengths and challenges for Kenya as a BPO destination > (2days, Dr. C. > Adeya moderating > > > > > > ----------------------------------------- > This message has been scanned for viruses and dangerous > content by > MailScanner, > and is believed to be clean. > > +++++++++++++++++++++++++++++++++++++++ > UNIVERSITY OF NAIROBI IS ISO CERTIFIED > > The University of Nairobi is committed to providing quality > services to all > its clients. The University will monitor and review its > quality performance > from time to time through an effective implementation of > the Quality > Management > System based on ISO 9001:2000 standard. > > University of Nairobi Website: http://www.uonbi.ac.ke/ > +++++++++++++++++++++++++++++++++++++++ > > > > > ----------------------------------------- > This message has been scanned for viruses and dangerous > content by > MailScanner, > and is believed to be clean. > > +++++++++++++++++++++++++++++++++++++++ > UNIVERSITY OF NAIROBI IS ISO CERTIFIED > > The University of Nairobi is committed to providing quality > services to all > its clients. The University will monitor and review its > quality performance > from time to time through an effective implementation of > the Quality > Management System based on ISO 9001:2000 standard. > > University of Nairobi Website: http://www.uonbi.ac.ke/ > +++++++++++++++++++++++++++++++++++++++ > > > > > -----Inline Attachment Follows----- > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: jwalu(a)yahoo.com > Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com > _______________________________________________ kictanet mailing list kictanet(a)lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: mureithi(a)summitstrategies.co.ke Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/mureithi%40summitstrate gies.co.ke

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Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework
by muriuki mureithi 02 Jun '09

02 Jun '09

Hi Walu Thanks for madaraka day gift - a bpo. To provide a context of the discussion, could we access the full report. This will help us to understand some aspects for example the TOR/objective for the study, how the three economies were selected and the time frame of the study among other issues. There are some other economies that have promulgated some BPO specific policies and innovative approach to BPO development. A deeper insight on the context will help us to see how to introduce such thoughts in the discussions Cheers muriuki mureithi -----Original Message----- From: kictanet-bounces+mureithi=summitstrategies.co.ke(a)lists.kictanet.or.ke [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k e] On Behalf Of Walubengo J Sent: 02 June 2009 08:14 To: mureithi(a)summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework Morning all, I trust you have had a well-deserved, long weekend. Today we kick-off the BPO discussion by focusing on the BPO Policy environment. Indeed Policy informs both the Legal, Regulatory and Insititutional frameworks such that if we get things wrong at the Policy level, then naturally, the rest of the frameworks will not fly. The BPO Research (synthesis attached) established very comprehensive Policy frameworks in the selected countries of study - S.Africa, Mauritius and India. When compared to the Kenyan situation, the Researchers found that at a National level, BPO is simply listed as one of the six KEY sectors of the Economic Pillar within Vision2030. They also found that the National ICT Policy (2006) does not explicitly mention BPO - even though some of the objectives may implicitly relate to BPO. Which brings us to the specific questions for discussion: Q1: Should we at a National level be placing emphasise on an "ICT Sector" or on a "BPO Sector"? which of the two should be a subset of the other? Q2: Beyond the BPO policy statements in our V2030 document, dont we need to do more by creating clear and monitorable plans/targets for the BPO sector - BPO Strategic Framework? How should this be done? We have only today for your views on this since tmrw we move into the Legal and Regulatory frameworks. walu. Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory Frameworks ----e-Discussion Program outline----- 1.The policy, legal and institutional frameworks for BPO sector (2days, Walu moderating) 2.Subsidies accorded to BPO sector (2days, Walu moderating) 3.Human capacity issues (2days, Walu moderating) 4.Youth and gender issues (2days, Dr. C. Adeya moderating) 5.Strengths and challenges for Kenya as a BPO destination (2days, Dr. C. Adeya moderating

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Day 1 of 10 :-BPO discussions, Policy Framework
by Walubengo J 02 Jun '09

02 Jun '09

Morning all, I trust you have had a well-deserved, long weekend. Today we kick-off the BPO discussion by focusing on the BPO Policy environment. Indeed Policy informs both the Legal, Regulatory and Insititutional frameworks such that if we get things wrong at the Policy level, then naturally, the rest of the frameworks will not fly. The BPO Research (synthesis attached) established very comprehensive Policy frameworks in the selected countries of study - S.Africa, Mauritius and India. When compared to the Kenyan situation, the Researchers found that at a National level, BPO is simply listed as one of the six KEY sectors of the Economic Pillar within Vision2030. They also found that the National ICT Policy (2006) does not explicitly mention BPO - even though some of the objectives may implicitly relate to BPO. Which brings us to the specific questions for discussion: Q1: Should we at a National level be placing emphasise on an "ICT Sector" or on a "BPO Sector"? which of the two should be a subset of the other? Q2: Beyond the BPO policy statements in our V2030 document, dont we need to do more by creating clear and monitorable plans/targets for the BPO sector - BPO Strategic Framework? How should this be done? We have only today for your views on this since tmrw we move into the Legal and Regulatory frameworks. walu. Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory Frameworks ----e-Discussion Program outline----- 1.The policy, legal and institutional frameworks for BPO sector (2days, Walu moderating) 2.Subsidies accorded to BPO sector (2days, Walu moderating) 3.Human capacity issues (2days, Walu moderating) 4.Youth and gender issues (2days, Dr. C. Adeya moderating) 5.Strengths and challenges for Kenya as a BPO destination (2days, Dr. C. Adeya moderating

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