- KICTANet - KICTANet

Fwd: BPO Industry Review (was Re: Stakeholder Queries:)
by Brian Longwe 04 Sep '08

04 Sep '08

This message bounced back yesterday - seems the listserver is having some constipation.... Brian ---------- Forwarded message ---------- From: Brian Munyao Longwe <blongwe(a)gmail.com> Date: Wed, Sep 3, 2008 at 5:35 PM Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) To: Liko Agosta <likoa(a)verviant.com> Cc: KICTAnet ICT Policy Discussions <kictanet(a)lists.kictanet.or.ke> Hi Liko, Sorry, I was driving with one hand n texting with the other (usinistaki). Thus the v brief response. Pls so feel free to share your views with the rest of the list, we NEED to hear from practitioners! As mentioned, this discussion should help she'd some light on this relatively 'new' industry so that inner and outer stakeholders can develop a better understanding. It would also be great to hear from the ICT Board (hint hint) - although they're probably a bit gun-shy right because they don't want to be flamed. On your point regarding the CEO being 'seconded' to the USA for an extended period... Hmmm... Maybe not... BUT.... Your suggestion about high level representation makes sense. How about a full fledged office, maybe with Dep.CEO ranking.... Dunno...just thoughts.... Nway, please do share ur thoughts, ideas, suggestions, challenges, headaches, the lot! Brian Sent from my iPhone On 03 Sep 2008, at 4:37 PM, "Liko Agosta" <likoa(a)verviant.com> wrote: Brian I don't mind taking a call from you to explain what has happened and where Kenya is and some ideas about the best way forward Obviously, I will be looking at life from a providers point of view … Also, which organization do you represent ? Liko Agosta, CEO Verviant Consulting Services. <http://www.verviant.com>www.verviant.com Phone : 1-919-341-1820 Fax : 1-978-268-8403 Toll Free: 1-866-551-4935 Pager: 9193891551(a)txt.att.net *From:* kictanet-bounces+likoa=verviant.com(a)lists.kictanet.or.ke [ mailto:kictanet-bounces <kictanet-bounces>+likoa= verviant.com(a)lists.kictanet.or.ke] *On Behalf Of *Gilda Odera *Sent:* Wednesday, September 03, 2008 4:16 AM *To:* Liko Agosta *Cc:* 'KICTAnet ICT Policy Discussions' *Subject:* Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) Hi Brian, If you recall, initially the ICT Board was created mainly " to market Kenya as an outsourcing destination". I think many other things were lumped onto the board without putting structures in place ie. personnel and budgets. On another note, I am surprised you are still asking about the role and obligations of KBPOCCS after the lengthy emails. Maybe you should re-read them?:) It is true there is more shouting from BPO players in KICTANET,media, everwhere..... maybe the others are content or indifferent.... That should not stop the BPO Sector from airing views or making demands. Remember your ISP days? You and some others in the ISP arena were very vocal and that impacted on various other sub-sectors who benefited. I say, if there is an issue that needs attention, it needs to be known. I would suggest that the other sub-sectors also start shouting out their issues that they want to see being resolved. We are all inter-connected so any gains will benefit all others. Can someone from the ICT Board please say something? Is it true you are being blamed by others for focusing too much on BPO and if so, how are you balancing the act? Best Gilda ----- Original Message ----- *From:* Brian Munyao Longwe <brian(a)caret.net> *To:* Gilda Odera <godera(a)skyweb.co.ke> *Cc:* 'KICTAnet ICT Policy Discussions' <kictanet(a)lists.kictanet.or.ke> *Sent:* Wednesday, September 03, 2008 8:55 AM *Subject:* Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) Great input Lika. Seems like you have a real handle on this industry. If I may recap: Clients (I presume these are international) gauge a BPO provider based on four main criteria: a) Capability: This speaks to an area of skillset matching across industry - do we have enough "intel" on the necessary skillsets so that if someone wants to outsource their transcription of recorded audio court records or psychiatric interviews - the BPO operators personnel understand enough about the subject matter to capture the relevant language (don't know if this is a good example but it's what comes to mind) b) Cost-cutting potential: If the customer is the one asking this question, then it seems that they expect the BPO operator to have alread studied to some extent their business, at` least enough to understand ways in which savings can be accrued. c) Referenceable clients If the CEO of the ICT board calls the CEO of ATT he is more likely to get a meeting and business as opposed to the CEO of Kamau Wanjala Outsourcers … again, I don't know what the ICT Board has been doing (am sure they have done a lot … may be like top secret strategy stuff) but in my opinion the CEO of that board should be based in US for like 90% of the year .. talk to clients, be a rain maker, schmooze, play golf and open doors. This belies the assumptions and perceptions on which I initiated this thread. For some reason there seems to be some kind of implicit expectation that the ICT Board exists to servie the BPO industry - why is that? Kenya's ICT is definitely much more than just BPO (as Gilda clearly pointed out). On this list we have heard a lot of complaints (largely from BPO players) about the ICT Board's lack of support for the BPO industry, while on the other hand other sector players saying that the Board pays too much attention to BPO. What should the role and obligation of the board in the BPO sector be? Could it be strategic? What can we say is the role of the BPO/CC Society and it's obligations (both to internal and external stakeholders) in the larger scheme of things? Regards, Brian On Sep 2, 2008, at 11:07 PM, Liko Agosta wrote: All that you guys are talking about is good ... but when I talk to clients they ask the following questions a. Can you do the job ? b. How much will you save me ? c. Have you done this for anyone else (especially in my sector/country) ? d. Can I talk to references 1-3 page executive proposals work better than 50 page proposals. C level execs never go past page 3 of proposals. They really don't care where I am working from Only 1 client asked about Kenyan copyright laws .. and our lawyer gave a sufficient answer... we got the work and have saved them over USD 500,000 About Safaricom and Land Registry and all this projects that keep breaking our hearts and hurting our feelings :) .... Let's assume Safaricom is has 400 customer services reps .... would they be an ideal client for any BPO in Kenya ? if they pay their employees 50k per month .. a BPO would have to charge them 100k per month FOR THE SAME EMPLOYEE across town. Now, maybe I have all this wrong but there are more than 10000 companies in the developed world with over 400 "clerical employees" who they pay an average of 3000$ per month. If you went and targeted these companies .... you can get 100k per employee, pay the employee 50k etc and the client will be happy, you happy, employee happy ... Many local clients take 60-90 days to pay invoices. In US for example, depending on state, it's illegal to hold a vendors payment when work has been done …. My point ... BPOs, Software Providers have to be willing to ignore the local market and focus on external sources of business. The local market is too small, too complicated and the waters are very muddied. About brokers and "consultants". I have been approached by quite a few. People who claim to have connections, venture capital and all that good stuff. I learnt early to say no… early. They are a waste of time in my book Kenya will not become a better outsourcing destination if we come up with ethics guidelines, an act of parliament and the like … now, those will not hurt … but we will benefit more if the ICT Board flanked companies when they are pitching their services to potential clients. By flanking I mean fly to meet the client, do research on financials, help with financing - have a conference in US and invite 100 potential and vetted clients to meet Kenyan providers …. This works like a charm here .. (if GOK spends 500k on tickets and 30 Kenyans are hired making 50k … - ROI is there pretty fast) If the CEO of the ICT board calls the CEO of ATT he is more likely to get a meeting and business as opposed to the CEO of Kamau Wanjala Outsourcers … again, I don't know what the ICT Board has been doing (am sure they have done a lot … may be like top secret strategy stuff) but in my opinion the CEO of that board should be based in US for like 90% of the year .. talk to clients, be a rain maker, schmooze, play golf and open doors. I have always felt that the ICT Board should headhunt and hire people with C level experience from either US or UK … people from the bigger consulting companies Bain, BCG, Accenture, Avanade, EDS … these guys work on million dollar outsourcing deals and have very good contacts. They also would be able to come up with a strategy immediately As Gilda has shown, the harvest is plentiful … Liko Agosta, CEO Verviant Consulting Services. www.verviant.com Phone : 1-919-341-1820 Fax : 1-978-268-8403 Toll Free: 1-866-551-4935 Pager: <9193891551(a)txt.att.net>9193891551(a)txt.att.net -----Original Message----- From: kictanet-bounces+likoa= <verviant.com(a)lists.kictanet.or.ke> verviant.com(a)lists.kictanet.or.ke [<kictanet-bounces+likoa=verviant.com(a)lists.kictanet.or.ke> mailto:kictanet-bounces <kictanet-bounces>+likoa= verviant.com(a)lists.kictanet.or.ke] On Behalf Of David Otwoma Sent: Tuesday, September 02, 2008 11:45 AM To: Liko Agosta Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) Dear Brian, Looks like you are fully re-charged after last weeks retreat in Naivasha on Strategy. Tell us some more of what is not confidential. Otherwise my wish is to take the baton from my able Chair and respond on bullet 3 in your beautiful rejoinder. As Chair of the Standards and Ethics Committee of the KBPOCCS we (are 7 members) did come up with Standards and Ethics Guidelines which took over eight (8) months to prepare and on June 22nd 2008 the Permanent Secretary of the Ministry of Information & Communication led us (KBPOCCS members, KICTB who graciously sponsored the event at KICC, CCK, CSK, members of the public who have an interest in BPO&CC pie) into adopting the S&E Guidelines. The next milestone we wish to aim for is have the Guidelines upgraded into a Regulation or an Act of Parliament. Either achievement would be binding to all and sundry who operate in the BPO&CC world. A world which is moving the advancement of the human race from industrial age into information age. Just imagine Kenya having a binding law on Standards and a slice of the USD$310 Billion industry. It would make our young people, because they are the future force in the knowledge economy we keep talking about. What are the next immediate steps. Cozy relations between the Private Public Partnership. Another bullet I will let you peer into what you have been seeing but refuse to acknowledge is bullet No. 7. It was KPLC who introduced me to the world of BPO&CC when they sought S. African expertise to deal with their in-house contact centre better known to the general public (read Brian et al) as Customer Care Centre or Customer Relations Management. Ever wondered when power disappears at any time of the day or night where that 'frustrated' call 'agrily demanding 'where is power?' goes? Yes to a call center owned and managed by KPLC. KPLC as of 2005 when we engaged had a call centre running 24/7 with 210 seats in Nairobi alone. Telecom has a bigger one. Safaricom is soon overtaking Telecom with that news flash. Water companies have. So do all the banks, insurance, etc. companies both private and public owned. Since we have very able Chairs for Training, Marketing etc. I will stop there and go for my dear bottle.....tusker. David On Tue, Sep 2, 2008 at 6:12 PM, Brian Munyao Longwe < <brian(a)caret.net> brian(a)caret.net> wrote: > Excellent Feedback Gilda, > > So I see a few very clear issues arising out of your response: > > 1) There is a distinct global opportunity - but that calls for > appropriate positioning as well as preparation on Kenya's part > 2) Capacity issues need to be addressed - knowledge transfer could be > on way - but that implies finding someone who is willing to impart > the knowledge - do they come from inside or outside? > 3) Global standards must be recognised and adhered to in order to > ensure entry and competitiveness - what are these standards are they > clearly documented somewhere? > 4) Many local operations have not had the exposure necessary/needed > to develop expertise/efficiency/etc - what kind of interventions can > facilitate this? > 5) BPO is not the "Holy Grail" as some perceive it, but one piece of > the ICT puzzle that needs to be solved in order to help Kenya attain > it's ambitious goal of becoming a global ICT hub > 6) There is a distinct and precise training need for personnel to > supply the Kenyan BPO industry with "bodies to put on seats", > presumably to allow the BPO industry to harness and deliver against > the global opportunity - what interventions (planned or otherwise) > are we taking to meet this target? How accurate is this estimate and > can it be verified? > 7) Local Players - your website (must say it's very cute) lists quite > a number (28) - but I must say that I'm quite surprised at some of > the names I find there - didn't know KPLC was offering BPO services > for example - but maybe I'm mistaken in my assumptions.... > 8) Local opportunities: seems many/most local companies are looking > outside to outsource certain functions or simply "self-provisioning" > - why would Safaricom claim that it's too expensive to outsource > locally based on the price estimates that they got from industry. Is > there a need for our local BPO industry to do some kind of soul > searching and find ways of making themselves/their services more > palatable to local companies? > 9) The industry for some reason seems to have attracted brokers - who > are watering down/diluting the true opportunity - what kind of > interventions do we need to "eliminate the middleman" - a seemingly > consistent argument in many sector e.g. tea, coffee, flowers, tourism > etc..... > > Brian > > On Sep 2, 2008, at 4:10 PM, Gilda Odera wrote: > >> Hi Brian, >> >> You have raised very pertinent questions in your email below. >> Let me answer your queries. >> >> Firstly, it is true that BPO has taken centre stage in many >> discussions surrounding Kenya's ICT development and growth and it >> is a good thing, here's why: >> We are looking at a USD$310 Billion industry by next year, up for >> grabs for any destinations that get it right. India is currently >> taking up 45% of the total share and China and Phillipines are >> steadily growing. And what's more, it can only grow, with the fuel >> prices soaring each year,what choice is there for the companies out >> there to look for more affordable means of operating. >> It is a fact that the western countries are looking for new >> alternative destinations to Asia so they do not put all their eggs >> in one basket, not with the terrorism threats all over. Where else >> but Africa. Why would Kenya not put its house in order to take a >> piece of this pie? >> >> Now in regard to your comment on BPO taking centre stage in ICT >> development, I would say one thing we need in this country is >> opportunity for knowledge transfer done right here. We may produce >> more technology oriented personnel but as long as we operate within >> the Kenyan way of operating, we are not developing our personnel to >> the global standards we want them to attain.Not because we are not >> capable, but because many operations have not had the exposure. >> >> I would beg to differ (and government can speak for itself) that we >> are putting all eggs in one basket. BPO is but one sub-sector in >> the ICT arena. Many other sub-sectors within the sector are quite >> active. Software development is coming up and I keep reading >> debates on KICTANET. There is an interest. >> Content development is also being encouraged. The >> telecommunications sector is busy preparing for real competition >> and we the consumers can't wait for the benefits, they will have to >> have great value adds and affordable pricing. >> >> What steps are we taking to enhance BPO? I leave the ICT Board to >> answer that although as Kenya BPO and Contact Centre Society, we >> have presented to them the need to train not less than 10,000 per >> year, specifically for this sector. Frost and Sullivan who are >> normally 90% accurate in their new destination analysis says Kenya >> will by 2012 have a BPO sector employing about 120,000 direct jobs >> ( you can add indirect by another 3-5) as long as the fibre optic >> infrastructure is in place on time next year and marketing of the >> country takes root. >> >> Who are the players? Our members are on our website >> <http://www.kenyabposociety.or.ke>www.kenyabposociety.or.ke . There are ofcourse others quietly >> operating. >> What are the local opportunities- Our biggest challenge is getting >> local companies to outsource though some have started. We expected >> the giants like Safaricom to play a role even if it is a CSR role >> to demonstrate a level of confidence in the local companies. This >> is possible, other companies work with those they outsource to for >> a given period, and leave them running efficiently as they require. >> All is not lost. Some local companies are outsourcing BPO work and >> I wish to challenge Safaricom to outsource part of their BPO work >> if they say local outsourcing is not competitive. >> >> The international opportunities are the ones that I have mentioned >> are worth $310 Billion. The ball is in our court as Kenyans to >> market Kenya as a destination if we are to make any gains. We need >> to attract direct clients and not the current brokers who are >> exploiting the existing centres,much as their contracts are keeping >> some of the centres going. >> I hope I have addressed your queries. >> >> >> >> >> Gilda Odera >> Chair, Kenya BPO and Contact Centre Society >> ----- Original Message ----- From: "Brian Munyao Longwe" >> < <brian(a)caret.net>brian(a)caret.net> >> To: "Gilda Odera" < <godera(a)skyweb.co.ke>godera(a)skyweb.co.ke> >> Cc: "KICTAnet ICT Policy Discussions" < <kictanet(a)lists.kictanet.or.ke> kictanet(a)lists.kictanet.or.ke> >> Sent: Tuesday, September 02, 2008 11:12 AM >> Subject: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) >> >> >> Hi All, >> >> It is interesting that BPO seems to have taken a centre stage in many >> discussions surrounding Kenya's ICT development and growth. While I >> do believe that BPO/KPO has huge potential. I am a bit skeptical >> about this "silver bullet" approach which might be akin to putting >> all our eggs in one basket. >> >> What if the basket gets stepped on by some giant like Malaysia, South >> Africa or others? >> >> I would be very interested in taking a much closer look at the BPO >> industry in Kenya. Who are the players? What are the opportunities? >> What is the potential for growth? What steps are we taking to enhance/ >> develop/increase capacity in BPO/KPO? What kind(s) of investments are >> required to make this industry boom? What are the local opportunities >> for BPO/KPO? What are the international opportunities for BPO/KPO? >> >> I think that answers to these and many other questions will help >> other like me who are a bit unclear in their minds as to how BPO will >> be our saviour have a clearer view. It might also just show that BPO >> is a contributing factor and not necessarily the holy grail that at >> the moment seems to be the general perception. >> >> Regards, >> >> Brian >> >> >> >> On Sep 2, 2008, at 8:25 AM, David Otwoma wrote: >> >>> Dear All, >>> >>> "Comments from BPO operators and of course other Stakeholders" >>> please. >>> >>> Safaricom in Sh1bn customer care plan (see Daily Nation page 28) >>> >>> ------------------------------------------------- >>> >>> Many companies have been turning to BPOs as the financial benefits of >>> outsourcing continue to make it compelling, with cost savings and >>> efficiency improvements being the dominant reasons companies use such >>> services. However, companies biggest concerns on outsourcing >>> relate to >>> data security. >>> >>> >>> ----------------------------------------------------- >>> >>> The move, seen a precautionary measure in the face of growing >>> competition, marks a complete turnaround by the mobile provider which >>> in July last year had sought quotations from local Business Process >>> Outsourcing (BPO) firms. >>> >>> "Outsourcing the customer care function proved to be too expensive >>> for >>> the kind of quality that we required. We will just have to run the >>> service in-house," said Safaricom chief executive Michael Joseph. >>> >>> >>> <http://www.nation.co.ke/business/news/-/1006/466372/-/jiyt3xz/-/> http://www.nation.co.ke/business/news/-/1006/466372/-/jiyt3xz/-/ >>> index.html >>> >>> >>> On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney >>> < <seanm(a)aitecafrica.com>seanm(a)aitecafrica.com> wrote: >>>> Dear Liko, >>>> >>>> >>>> >>>> We would like to invite you to make a presentation at the >>>> forthcoming >>>> Outsourcing & Contact Centre Conference, which we will be holding >>>> over 4-5 >>>> November under the auspices of the Ministry of Information & >>>> Communications >>>> and in partnership with the ICT Board. The programme of confirmed >>>> presentations so far is attached. >>>> >>>> >>>> >>>> It would be great if you would be willing to share your experience >>>> with the >>>> other participants. >>>> >>>> >>>> >>>> Yours sincerely, >>>> >>>> >>>> >>>> Sean Moroney >>>> >>>> Chairman >>>> >>>> AITEC Africa >>>> >>>> <seanm(a)aitecafrica.com>seanm(a)aitecafrica.com >>>> >>>> UK Tel: +44(0)1480-880774 >>>> >>>> UK Fax: +44(0)1480-880765 >>>> >>>> UK Mobile: +44(0)7973-499224 >>>> >>>> Kenya Mobile: +254(0)721-845674 >>>> >>>> Mozambique Mobile: +258-82-6181618 >>>> >>>> Nigeria Mobile: +234(0)802-0571766 >>>> >>>> SA Mobile: +27(0)724-577887 >>>> >>>> Skype: seanmoroney >>>> >>>> <http://www.aitecafrica.com>www.aitecafrica.com >>>> >>>> Please visit our discussion group on The Banking Technology sector >>>> in Africa >>>> at: <http://groups.yahoo.com/group/africanbankingtech> http://groups.yahoo.com/group/africanbankingtech >>>> >>>> >>>> >>>> >>>> >>>> AITEC Africa is the trading name of AITEC Conferences Limited >>>> UK Company registration number: 4698475 >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> ________________________________ >>>> >>>> From: kictanet-bounces+seanm= <aitecafrica.com(a)lists.kictanet.or.ke> aitecafrica.com(a)lists.kictanet.or.ke >>>> [ <kictanet-bounces>mailto:kictanet-bounces <kictanet-bounces> >>>> +seanm= <aitecafrica.com(a)lists.kictanet.or.ke> aitecafrica.com(a)lists.kictanet.or.ke] On >>>> Behalf Of Peres Were >>>> Sent: 01 September 2008 12:23 >>>> To: <seanm(a)aitecafrica.com>seanm(a)aitecafrica.com >>>> >>>> Cc: 'KICTAnet ICT Policy Discussions' >>>> Subject: Re: [kictanet] Stakeholder Queries: >>>> >>>> >>>> >>>> Liko, >>>> >>>> >>>> >>>> It would be great to hear from you and others, your insights into >>>> sales and >>>> marketing insights that can benefit the BPO, KPO sector. We can >>>> continue the >>>> discussion off the list. >>>> >>>> >>>> >>>> Kind regards >>>> >>>> >>>> >>>> Peres Were >>>> >>>> >>>> >>>> ________________________________ >>>> >>>> From: kictanet-bounces+pwere= <cascadegl.com(a)lists.kictanet.or.ke> cascadegl.com(a)lists.kictanet.or.ke >>>> [ <kictanet-bounces+pwere=cascadegl.com(a)lists.kictanet.or.ke> mailto:kictanet-bounces <kictanet-bounces>+pwere= cascadegl.com(a)lists.kictanet.or.ke] >>>> On Behalf >>>> Of Liko Agosta >>>> Sent: 01 September 2008 10:33 >>>> To: <pwere(a)cascadegl.com>pwere(a)cascadegl.com >>>> Cc: KICTAnet ICT Policy Discussions >>>> Subject: Re: [kictanet] Stakeholder Queries: >>>> >>>> >>>> >>>> About ICT Board and all these Boards … >>>> >>>> >>>> >>>> Do they ever have open sessions where stakeholders can review >>>> strategy, >>>> advice, brainstorm ? >>>> >>>> >>>> >>>> As CEO of verviant, I have been able to get business … I feel like >>>> I have >>>> insights into the sales and marketing process that can benefit other >>>> software/ICT providers … >>>> >>>> >>>> >>>> Thanks >>>> >>>> >>>> >>>> Liko Agosta, CEO >>>> >>>> Verviant Consulting Services. >>>> >>>> >>>> >>>> <http://www.verviant.com>www.verviant.com >>>> >>>> >>>> >>>> Phone : 1-919-341-1820 >>>> >>>> Fax : 1-978-268-8403 >>>> >>>> >>>> >>>> Toll Free: 1-866-551-4935 >>>> >>>> >>>> >>>> Pager: <9193891551(a)txt.att.net>9193891551(a)txt.att.net >>>> >>>> ---------- Forwarded message ---------- >>>> From: Brian Longwe < <blongwe(a)gmail.com>blongwe(a)gmail.com> >>>> Date: Aug 29, 2008 9:31 AM >>>> Subject: Re: [kictanet] ICT Board Strategy a Farce >>>> To: <wambuiwakarema(a)yahoo.co.uk>wambuiwakarema(a)yahoo.co.uk >>>> >>>> Very strong language - but I think you should relax as your >>>> concerns are >>>> unfounded. >>>> >>>> I am at the Strategic retreat. Unfortunately Gilda Odera - >>>> Chairperson of >>>> BPO, who was supposed to be present had to cancel at the last >>>> minute. >>>> >>>> Brian >>>> >>>> On 8/29/08, Wambui Wakarema < <wambuiwakarema(a)yahoo.co.uk> wambuiwakarema(a)yahoo.co.uk> wrote: >>>> >>>> >>>> >>>> I have read with surprise the Kictanet mailout from the ICT Board >>>> claiming >>>> they are going for a stakeholders strategy workshop in Naivasha. >>>> >>>> Who are these stakeholders? Are there any representing the BPO >>>> sector?? I >>>> ask this because I have contacted the industry association and >>>> they dont >>>> seem >>>> >>>> to be in the know either. This is quite bizarre, especially since >>>> BPO is a >>>> key sector of the ICT Board's mandate. >>>> >>>> Who are the stakeholders from the other ICT sectors? Shouldnt the >>>> Board be >>>> getting input from key stakeholders at this workshop. >>>> >>>> They are wasting government resources going to write strategies >>>> and then >>>> 'presenting' to stakeholders, yet stakeholders should have been >>>> involved >>>> from the word go. >>>> >>>> The >>>> >>> >>> >>> -- >>> David Otwoma, >>> Chief Science Secretary, >>> National Council for Science and Technology, >>> Utalii House 9th Floor, >>> Mobile tel: +254 722 141771, >>> Office tel: +254 (0)20 2346915, >>> P. O. Box 29899 - 00100, Nairobi, Kenya >>> email: <otwomad(a)gmail.com>otwomad(a)gmail.com & <otwoma(a)ncst.go.ke> otwoma(a)ncst.go.ke >>> <http://www.ncst.go.ke>www.ncst.go.ke >>> >>> _______________________________________________ >>> kictanet mailing list >>> <kictanet(a)lists.kictanet.or.ke>kictanet(a)lists.kictanet.or.ke >>> <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet >>> >>> This message was sent to: <brian(a)caret.net>brian(a)caret.net >>> Unsubscribe or change your options at <http://lists.kictanet.or.ke/> http://lists.kictanet.or.ke/ >>> mailman/options/kictanet/brian%40caret.net >> >> >> _______________________________________________ >> kictanet mailing list >> <kictanet(a)lists.kictanet.or.ke>kictanet(a)lists.kictanet.or.ke >> <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet >> >> This message was sent to: <godera(a)skyweb.co.ke>godera(a)skyweb.co.ke >> Unsubscribe or change your options at <http://lists.kictanet.or.ke/> http://lists.kictanet.or.ke/ >> mailman/options/kictanet/godera%40sky <http://web.co.ke>web.co.ke > > > _______________________________________________ > kictanet mailing list > <kictanet(a)lists.kictanet.or.ke>kictanet(a)lists.kictanet.or.ke > <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: <otwomad(a)gmail.com>otwomad(a)gmail.com > Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/otwomad%40gmail.com> http://lists.kictanet.or.ke/mailman/options/kictanet/otwomad%40gmail.com > -- David Otwoma, Chief Science Secretary, National Council for Science and Technology, Utalii House 9th Floor, Mobile tel: +254 722 141771, Office tel: +254 (0)20 2346915, P. O. Box 29899 - 00100, Nairobi, Kenya email: <otwomad(a)gmail.com>otwomad(a)gmail.com & <otwoma(a)ncst.go.ke> otwoma(a)ncst.go.ke www.ncst.go.ke _______________________________________________ kictanet mailing list <kictanet(a)lists.kictanet.or.ke>kictanet(a)lists.kictanet.or.ke <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: <likoa(a)verviant.com>likoa(a)verviant.com Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com> http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com _______________________________________________ kictanet mailing list <kictanet(a)lists.kictanet.or.ke>kictanet(a)lists.kictanet.or.ke <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: <brian(a)caret.net>brian(a)caret.net Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net> http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net ------------------------------ _______________________________________________ kictanet mailing list <kictanet(a)lists.kictanet.or.ke>kictanet(a)lists.kictanet.or.ke <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: <godera(a)skyweb.co.ke>godera(a)skyweb.co.ke Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke> http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke _______________________________________________ kictanet mailing list kictanet(a)lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: <blongwe(a)gmail.com>blongwe(a)gmail.com Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com> http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com -- Brian Munyao Longwe e-mail: blongwe(a)gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com meta-blog: http://mashilingi.blogspot.com

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BPO STUDY LAUNCH WORKSHOP
by Evelyne Majale 03 Sep '08

03 Sep '08

Dear all The launch workshop takes place on 10th September 2008 and not 12th as indicated in my email today. Apologies. Evelyne

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Invitation to attend an ICT for Disability Global Dialogue- 4-6 PM, Wednesday 10th September 2008
by Andrew Karanja 03 Sep '08

03 Sep '08

Dear Colleagues, People with disabilities form part of the development agenda in bridging the Digital Divide. Accessibility to ICT as a means of economic and social integration and provision of equal access to all serves as a medium to exercise fundamental rights. It is against this background that World Bank's Global ICT Department, the Republic of Tunisia's Ministry of Social Affairs and the e-development Thematic Group have organized a Global Dialogue (GDLN Workshop) through video conference on e-inclusion: Empowering Disabled Populations for the Information Age; a case study of e-Disabled Project in Tunisia funded by GICT (World Bank). The dialogue will highlight some key results, good practices and lessons learned from the Tunisian experience and will also discuss experiences from other parts of the world and the implications for the World Bank operations and its clients. The event in Kenya will be coordinated by African eDevelopment Resource Centre (AeRC) in conjunction with the Kenya Development Learning Centre (KDLC). The dialogue will take place on Wednesday 10th September from 4.00pm to 6.00pm at the Kenya Development Learning Centre (KDLC) located in the Kenya Institute of Administration College (KIA) Kabete. Participants are however requested to report to the Centre for country discussions at 3.00pm. Results of the discussion will be shared with others during the video conference; this is a knowledge sharing event with more than five countries involved. Participation to the event is free; however, one needs to register to get access to the venue. If you are interested in participating send an email directly to wangechi(a)africanedevelopment.org to be registered. Space is limited at the venue; only 25 places are available and will be given out on a first-come-first-served basis. Deadline for registration is Monday 8th September 2008. Kindest Regards Andrew Karanja African eDevelopment Resource Centre eDevelopment House, 604 Limuru Rd. Old Muthaiga, Nairobi. PO Box 49475 00100 Nairobi, Kenya Cel +254 722 702187 Land +254 20 3741646, 3741646 www.africanedevelopment.org <http://www.africanedevelopment.org/>

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BPO STUDY LAUNCH WORKSHOP
by Evelyne Majale 03 Sep '08

03 Sep '08

Dear all This is a reminder of above workshop to be held on 12th September 2008 at (tentatively) KICC from 8.30 a.m. to 12.30 p.m. Attached is the draft invitation letter giving more details. Please send me your confirmations off the list. Thanking you for your co-operation. Evelyne

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$5 Million For Digital Media Experiments to Innovate Journalism
by Dorcas Muthoni 03 Sep '08

03 Sep '08

Knight Foundation has launched the third year of the Knight News Challenge, a contest awarding as much as $5 million for innovative ideas using digital experiments to transform community news and information exchange. The deadline for applications is Nov. 1, 2008. For more: http://www.newschallenge.org/ -- Muthoni My Blog: http://rugongo.blogspot.com/ -------------------------------------------- Mahatma Gandhi once said:- First they ignore you, Then they laugh at you, Then they fight you, AND THEN YOU WIN!!!

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Re: [kictanet] BPO STUDY
by saidimu apale 02 Sep '08

02 Sep '08

Are you launching the findings of the report, or a separate workshop on the report? Somewhat confused, Saidi On Tue, Sep 2, 2008 at 12:31 PM, Evelyne Majale <evelyne(a)kictanet.or.ke>wrote: > The University of Nairobi with support from the Canadian International > Development Research Center (IDRC) will be conducting research in the > business process outsourcing (BPO) sub-sector in pioneer, emerging and > mature markets in order 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. > > > > *A launch workshop is scheduled to take place on 12th September 2008, > tentative venue: KICC, from 8.30 a.m. – 12.30 p.m.* > > > > Those interested to attend, please send your confirmations to me off the > list. > > > > > > Evelyne > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: saidimu(a)gmail.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/saidimu%40gmail.com > >

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BPO STUDY
by Evelyne Majale 02 Sep '08

02 Sep '08

The University of Nairobi with support from the Canadian International Development Research Center (IDRC) will be conducting research in the business process outsourcing (BPO) sub-sector in pioneer, emerging and mature markets in order 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. A launch workshop is scheduled to take place on 12th September 2008, tentative venue: KICC, from 8.30 a.m. - 12.30 p.m. Those interested to attend, please send your confirmations to me off the list. Evelyne

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FW: [AfrICANN-discuss] contributions to IGF/Contributions au FGI]
by alice 02 Sep '08

02 Sep '08

// *From:* africann-bounces(a)afrinic.net [mailto:[email protected]] *On Behalf Of *Ken Lohento *Sent:* Tuesday, September 02, 2008 4:14 AM *To:* africann(a)afrinic.net; Discussion List on African Internet Governance Forum *Subject:* [AfrICANN-discuss] contributions to IGF/Contributions au FGI Dear all: The deadline to send comments on the draft programme of the Internet Governance Forum annual meeting in India is 12 September. As the following annual IGF meeting will take place in Egypt in 2009, contributing and getting more and more involved will help us better benefit from the process and strengthen IG in Africa. Contributions should be sent to igf(a)unog.ch <mailto:[email protected]>. See attached the draft programme (including comments from some stakeholders). - IGF secretariat website : http://www.intgovforum.org/ --- Chers tous Comme vous le savez la réunion annuelle du Forum sur la Gouvernance de l'Internet aura lieu début décembre en Inde. Un programme provisoire avait été élaboré, les commentaires des acteurs sont attendus avant sa finalisation. Je voudrais par ce message vous rappeler que le dernier délai pour les envoyer c'est le 12 septembre prochain - commentaires à envoyer à igf(a)unog.ch <mailto:[email protected]>. Puisque l'Afrique hébergera la réunion de 2009, il est utile que nous renforcions dès maintenant notre participation, nos contributions, ce qui nous donnera l'occasion de mieux tirer profit du processus et renforcer la gouvernance de l'internet sur le continent. Voir le programme provisoire (intégrant quelques commentaires d'acteurs) attaché à ce message. Site web du secrétariat du FGI http://www.intgovforum.org/ Cordialement -- Ken Lohento ICT Programme Coordinator Panos Institute West Africa www.panos-ao.org <http://www.panos-ao.org> www.cipaco.org <http://www.cipaco.org> www.haayo.org <http://www.haayo.org> Tel : +221 33 849 16 66 _______________________________________________ AfrICANN mailing list AfrICANN(a)afrinic.net https://lists.afrinic.net/mailman/listinfo.cgi/africann

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Growing Local Outsourcing (was: Stakeholder Queries)
by Gakuru, Alex 02 Sep '08

02 Sep '08

Changed thread to inject a little positivity raising young Kenya outsourcing industry:) The ICT Consumers Association of Kenya has long considered nurturing local outsourcing as springboard to high quality international BPO-KPO. Since 2006, we have urged Telcos, and Mobicos to outsource their customer care in order to increase consumer access to their right to know about the products and services the market offers(For example, see innovative consumer lobbyism on my below email and last line on Michael Joseph's reply. Is he still on this list?) Last month New Telkom Kenya announced they had outsourced customer care and today Safaricom just did. (Congratulations to Safaricom and Telkcom for heeding to consumers' call:) Zain, et al? These are positive developments for the consumer, operators, BPOs, and the country. Perhaps we ought to expect more ICT Board facilitative role (rather than "funding") more of such developments? Stakeholders must compete; matching and aligning their commercial interests with market realities, national BPO interests. Regards, AG ---forwarded message--- From: Alex Gakuru <gakuru(a)gmail.com> Date: Sat, May 24, 2008 at 4:23 PM To: Michael Joseph <MJoseph(a)safaricom.co.ke> Cc: ke-users <ke-internetusers(a)bdix.net> Dear Michael Joseph, I write seeking your responses to below questions. This morning I received an SMS from Safaricom that read "You are on TARIFFIC tariff. Safaricom is phasing out Sema, Tariffic & Taifa tariffs. Dial 212 to migrate for FREE to one of our new tariffs." 1. When is the deadline for affected subscribers to comply with sent migration instructions? 2. What migration assistance would your company have in place for subscribers that cannot read (English), for example rural grandparents, the blind, among others? 3. On what tariff will Safaricom assign, or what will happen to subscribers that do not act 4. Would it not have helped consumers more if the SMS had directed where to get more information, such the costs of what are now the available options? 5. Separately but related to (4), above I have received a painful consumer complaint saying their 100/= 'was swallowed' by your network in the cause of tariffs migration(s). 6. Where could I get complete migration costs implications? I am not suggesting it but, perhaps if Safaricom engaged local call centers to call the the affected could save you subscribers or consumers feeling that you, unless advised, forced them into a new tariff of your choice? We welcome distinctive 'offers' from 'tariffs' advertisements easier to discern thus lessens migration difficulties to consumer public. Sincerely, Alex Gakuru Chairman, ICT Consumers Association of Kenya ---------- From: Michael Joseph <MJoseph(a)safaricom.co.ke> Date: Mon, May 26, 2008 at 1:06 PM To: Alex Gakuru <gakuru(a)gmail.com> In June 2007, Safaricom reviewed its prepaid tariffs downwards and introduced four new tariffs i.e. Saasa, Super Tariffic, Jambo and Super Taifa in a campaign dubbed the new shapes of communication. It was then envisaged that the old tariffs i.e. Sema, Tariffic, and Taifa would be phased out after most of our subscribers had migrated to the new tariffs. Indeed, most did with less than 4% remaining on the old tariffs. On 21st May 2008, Safaricom issued a public notice in one of the local dailies informing subscribers of the intention to phase out the old tariffs and explaining the options available and how to migrate to a new tariff of their choice. The migration was offered free of charge. In the notice it was stated that subscribers who will not have migrated will be moved as follows. Sema and Tariffic Subscriber will be moved to Super Tariffic tariff. The peak rates for Sema and Tariffic are Kshs 25 and 32.50 respectively while for Super Tariffic its Kshs. 20. Further Sema attracts a call set-up fee of Kshs 2.50 which was scrapped under Super Tariffic. Subscribers on Taifa tariff call any local network at one flat rate of Kshs. 28.50 and were to be moved to Super Taifa tariff which cost a flat rate of Kshs 20 to call any local network moving down to Kshs 10 after the second minute. This represents significant cost savings. On Friday 23rd May 2008 a message was sent out to the affected subscribers encouraging them to migrate by dialing 212. The message was sent out in English and Kiswahili depending on the language preference chosen by the subscriber. The 212 interactive voice responses (IVR) method explains to the subscriber the tariff options available to them and how to migrate. As you will note the move is meant to benefit our subscribers while at the same time achieving a simpler and easier to communicate tariff structure. Further, I have noted your suggestions and will consider them in similar initiatives in future Michael CEO Safaricom Limited ----end forward message---- On Tue, Sep 2, 2008 at 8:25 AM, David Otwoma <otwomad(a)gmail.com> wrote: > Dear All, > > "Comments from BPO operators and of course other Stakeholders" please. > > Safaricom in Sh1bn customer care plan (see Daily Nation page 28) > > ------------------------------------------------- > > Many companies have been turning to BPOs as the financial benefits of > outsourcing continue to make it compelling, with cost savings and > efficiency improvements being the dominant reasons companies use such > services. However, companies biggest concerns on outsourcing relate to > data security. > > > ----------------------------------------------------- > > The move, seen a precautionary measure in the face of growing > competition, marks a complete turnaround by the mobile provider which > in July last year had sought quotations from local Business Process > Outsourcing (BPO) firms. > > "Outsourcing the customer care function proved to be too expensive for > the kind of quality that we required. We will just have to run the > service in-house," said Safaricom chief executive Michael Joseph. > > > http://www.nation.co.ke/business/news/-/1006/466372/-/jiyt3xz/-/index.html > > > On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm(a)aitecafrica.com> wrote: >> Dear Liko, >> >> >> >> We would like to invite you to make a presentation at the forthcoming >> Outsourcing & Contact Centre Conference, which we will be holding over 4-5 >> November under the auspices of the Ministry of Information & Communications >> and in partnership with the ICT Board. The programme of confirmed >> presentations so far is attached. >> >> >> >> It would be great if you would be willing to share your experience with the >> other participants. >> >> >> >> Yours sincerely, >> >> >> >> Sean Moroney >> >> Chairman >> >> AITEC Africa >> >> seanm(a)aitecafrica.com >> >> UK Tel: +44(0)1480-880774 >> >> UK Fax: +44(0)1480-880765 >> >> UK Mobile: +44(0)7973-499224 >> >> Kenya Mobile: +254(0)721-845674 >> >> Mozambique Mobile: +258-82-6181618 >> >> Nigeria Mobile: +234(0)802-0571766 >> >> SA Mobile: +27(0)724-577887 >> >> Skype: seanmoroney >> >> www.aitecafrica.com >> >> Please visit our discussion group on The Banking Technology sector in Africa >> at: http://groups.yahoo.com/group/africanbankingtech >> >> >> >> >> >> AITEC Africa is the trading name of AITEC Conferences Limited >> UK Company registration number: 4698475 >> >> >> >> >> >> >> >> >> >> ________________________________ >> >> From: kictanet-bounces+seanm=aitecafrica.com(a)lists.kictanet.or.ke >> [mailto:[email protected]] On >> Behalf Of Peres Were >> Sent: 01 September 2008 12:23 >> To: seanm(a)aitecafrica.com >> >> Cc: 'KICTAnet ICT Policy Discussions' >> Subject: Re: [kictanet] Stakeholder Queries: >> >> >> >> Liko, >> >> >> >> It would be great to hear from you and others, your insights into sales and >> marketing insights that can benefit the BPO, KPO sector. We can continue the >> discussion off the list. >> >> >> >> Kind regards >> >> >> >> Peres Were >> >> >> >> ________________________________ >> >> From: kictanet-bounces+pwere=cascadegl.com(a)lists.kictanet.or.ke >> [mailto:[email protected]] On Behalf >> Of Liko Agosta >> Sent: 01 September 2008 10:33 >> To: pwere(a)cascadegl.com >> Cc: KICTAnet ICT Policy Discussions >> Subject: Re: [kictanet] Stakeholder Queries: >> >> >> >> About ICT Board and all these Boards … >> >> >> >> Do they ever have open sessions where stakeholders can review strategy, >> advice, brainstorm ? >> >> >> >> As CEO of verviant, I have been able to get business … I feel like I have >> insights into the sales and marketing process that can benefit other >> software/ICT providers … >> >> >> >> Thanks >> >> >> >> Liko Agosta, CEO >> >> Verviant Consulting Services. >> >> >> >> www.verviant.com >> >> >> >> Phone : 1-919-341-1820 >> >> Fax : 1-978-268-8403 >> >> >> >> Toll Free: 1-866-551-4935 >> >> >> >> Pager: 9193891551(a)txt.att.net >> >> ---------- Forwarded message ---------- >> From: Brian Longwe <blongwe(a)gmail.com> >> Date: Aug 29, 2008 9:31 AM >> Subject: Re: [kictanet] ICT Board Strategy a Farce >> To: wambuiwakarema(a)yahoo.co.uk >> >> Very strong language - but I think you should relax as your concerns are >> unfounded. >> >> I am at the Strategic retreat. Unfortunately Gilda Odera - Chairperson of >> BPO, who was supposed to be present had to cancel at the last minute. >> >> Brian >> >> On 8/29/08, Wambui Wakarema <wambuiwakarema(a)yahoo.co.uk> wrote: >> >> >> >> I have read with surprise the Kictanet mailout from the ICT Board claiming >> they are going for a stakeholders strategy workshop in Naivasha. >> >> Who are these stakeholders? Are there any representing the BPO sector?? I >> ask this because I have contacted the industry association and they dont >> seem >> >> to be in the know either. This is quite bizarre, especially since BPO is a >> key sector of the ICT Board's mandate. >> >> Who are the stakeholders from the other ICT sectors? Shouldnt the Board be >> getting input from key stakeholders at this workshop. >> >> They are wasting government resources going to write strategies and then >> 'presenting' to stakeholders, yet stakeholders should have been involved >> from the word go. >> >> The >> > > > -- > David Otwoma, > Chief Science Secretary, > National Council for Science and Technology, > Utalii House 9th Floor, > Mobile tel: +254 722 141771, > Office tel: +254 (0)20 2346915, > P. O. Box 29899 - 00100, Nairobi, Kenya > email: otwomad(a)gmail.com & otwoma(a)ncst.go.ke > www.ncst.go.ke > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: alexgakuru.lists(a)gmail.com > Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alexgakuru.lists%40gma… >

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Internet & Campaign - American Style
by Bill Kagai 02 Sep '08

02 Sep '08

http://www.dailykos.com/story/2008/8/30/121350/137

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