Stakeholder Queries:
Hi Brian, Thanks very much for the response, this does help for sure put things in perspective which is great and point well received. I'm not new to volunteering capacity and well... we all have to make sacrifices for a greater good at some point in our time. *Hat's* off to the team voluntering, I look forward to contributing. Looking forward to hearing of opportunities to contribute in my capacity, and also looking forward to answers on the questions asked before. (perhaps the title of the email needed to change :-).. so hope it wont get lost soemwhere.. Best Regards, Patrick 2008/8/29 Brian Munyao Longwe <brian@caret.net>
Hi PAtrick, Very good points raised. I will not try to answer any of them directly - but will make a few suggestions.
I personally feel that it is quite interesting to note your (and many others previously) open expression of interest in "getting involved" - this is excellent!
However, the sad fact is that very often when the rubber hits the road and people need to selflessly dedicate personal time (almost always on a voluntary basis) - they simply don't. Some of us (and as I look around the room at the 12 odd people sitting here) have been volunteering our time constantly and consistently for many years, going out of our way, both to find out what is happenning and to offer our (free time and input) towards helping govt better understand and work with "stakeholders" in defining the ways of moving forward. A lot of this has happened through our personal involvement in organisations such as KICTANET, TESPOK, KENIC, KIF, KEPSA, EAIA, CSK, etc...
As a result of these largely voluntary participations I think Govt has realised that there are people who are willing to set aside their personal and commercial interests and help out of their hearts.
My two pence and probably not very clearly expressed but I hope you get my point.
For those who *genuinely* want to be of service, there comes a high price in terms of personal commitment and sometimes it takes years before one is recognised as being a consistent and reliable resource.
In my personal experience my first major engagement in a national process was during the drafting, review and enactment of the Communications Act in 97/98 which I pursued because I had a passion to see transformation within the industry and genuinely felt that this was an opportunity - now 10 years later I am the one being chased by various committees/panels for my input......
Hope this helps,
B
On Aug 29, 2008, at 12:43 PM, Patrick Mburu wrote:
Good afternoon,
Perhaps a few questions to be asked (not directed at Brian only) if some others may be interested in knowing is...
1. Who qualifies as a stakeholder (individual and company?) 2. How can one qualify as a stakeholder? and contribute to be considered as a voice being heard: 1. Perhaps as members of this list for example; can questions / suggestions regarding certain issues be solicited through the online discussion fora or through directed workshops... be collected and presented on behalf for those unable to attend various events? 3. How can one be nominated to participate at these venues be it retreats and or missions overseas as indicated in the document?
I apologise if this has been already discussed at length..however a quick recap can't hurt.
Perhaps these are best directed to the ICT board directly? however, it may benefit others curious on this list as well...
On another note... I found the document rather interesting as this is response to the much awareness requested on this list : *information* ..* information*...*information*... Kudos to the ICT board on making efforts to dissemniate this info. and hope to see further publishes and eventual invites.
To move forward collectively..collaboration is key...
Wishing a good friday.
Asante,
Patrick 2008/8/29 Brian Longwe <blongwe@gmail.com>
FYI Listers
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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 current management of the ICT Board performance is well under par. Recently I called up their
offices wanting to engage with the management on a number of issues. Alas! I was informed that they were all on leave at the same time!
The ICT Board cant seem to function properly due to sheer incompetence.
Dr Ndemo I want a response from you since the buck stops with you!
Wakarema
Send instant messages to your online friends http://uk.messenger.yahoo.com _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
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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: <mailto:9193891551@txt.att.net> 9193891551@txt.att.net From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke] On Behalf Of Patrick Mburu Sent: Monday, September 01, 2008 2:49 AM To: Liko Agosta Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Stakeholder Queries: Hi Brian, Thanks very much for the response, this does help for sure put things in perspective which is great and point well received. I'm not new to volunteering capacity and well... we all have to make sacrifices for a greater good at some point in our time. Hat's off to the team voluntering, I look forward to contributing. Looking forward to hearing of opportunities to contribute in my capacity, and also looking forward to answers on the questions asked before. (perhaps the title of the email needed to change :-).. so hope it wont get lost soemwhere.. Best Regards, Patrick 2008/8/29 Brian Munyao Longwe <brian@caret.net> Hi PAtrick, Very good points raised. I will not try to answer any of them directly - but will make a few suggestions. I personally feel that it is quite interesting to note your (and many others previously) open expression of interest in "getting involved" - this is excellent! However, the sad fact is that very often when the rubber hits the road and people need to selflessly dedicate personal time (almost always on a voluntary basis) - they simply don't. Some of us (and as I look around the room at the 12 odd people sitting here) have been volunteering our time constantly and consistently for many years, going out of our way, both to find out what is happenning and to offer our (free time and input) towards helping govt better understand and work with "stakeholders" in defining the ways of moving forward. A lot of this has happened through our personal involvement in organisations such as KICTANET, TESPOK, KENIC, KIF, KEPSA, EAIA, CSK, etc... As a result of these largely voluntary participations I think Govt has realised that there are people who are willing to set aside their personal and commercial interests and help out of their hearts. My two pence and probably not very clearly expressed but I hope you get my point. For those who *genuinely* want to be of service, there comes a high price in terms of personal commitment and sometimes it takes years before one is recognised as being a consistent and reliable resource. In my personal experience my first major engagement in a national process was during the drafting, review and enactment of the Communications Act in 97/98 which I pursued because I had a passion to see transformation within the industry and genuinely felt that this was an opportunity - now 10 years later I am the one being chased by various committees/panels for my input...... Hope this helps, B On Aug 29, 2008, at 12:43 PM, Patrick Mburu wrote: Good afternoon, Perhaps a few questions to be asked (not directed at Brian only) if some others may be interested in knowing is... 1. Who qualifies as a stakeholder (individual and company?) 2. How can one qualify as a stakeholder? and contribute to be considered as a voice being heard: 1. Perhaps as members of this list for example; can questions / suggestions regarding certain issues be solicited through the online discussion fora or through directed workshops... be collected and presented on behalf for those unable to attend various events? 3. How can one be nominated to participate at these venues be it retreats and or missions overseas as indicated in the document? I apologise if this has been already discussed at length..however a quick recap can't hurt. Perhaps these are best directed to the ICT board directly? however, it may benefit others curious on this list as well... On another note... I found the document rather interesting as this is response to the much awareness requested on this list : information ..information...information... Kudos to the ICT board on making efforts to dissemniate this info. and hope to see further publishes and eventual invites. To move forward collectively..collaboration is key... Wishing a good friday. Asante, Patrick 2008/8/29 Brian Longwe <blongwe@gmail.com> FYI Listers ---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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 current management of the ICT Board performance is well under par. Recently I called up their offices wanting to engage with the management on a number of issues. Alas! I was informed that they were all on leave at the same time! The ICT Board cant seem to function properly due to sheer incompetence. Dr Ndemo I want a response from you since the buck stops with you! Wakarema Send instant messages to your online friends http://uk.messenger.yahoo.com <http://uk.messenger.yahoo.com/> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: blongwe@gmail.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com -- Brian Munyao Longwe e-mail: blongwe@gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com <http://zinjlog.blogspot.com/> meta-blog: http://mashilingi.blogspot.com <http://mashilingi.blogspot.com/> -- Brian Munyao Longwe e-mail: blongwe@gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com <http://zinjlog.blogspot.com/> meta-blog: http://mashilingi.blogspot.com <http://mashilingi.blogspot.com/> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: patrick.mburu@gmail.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/patrick.mburu%40gmail.c om _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net -- This message has been scanned for viruses and dangerous content by <http://www.mailscanner.info/> MailScanner, and is believed to be clean.
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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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: <mailto:9193891551@txt.att.net> 9193891551@txt.att.net From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke] On Behalf Of Patrick Mburu Sent: Monday, September 01, 2008 2:49 AM To: Liko Agosta Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Stakeholder Queries: Hi Brian, Thanks very much for the response, this does help for sure put things in perspective which is great and point well received. I'm not new to volunteering capacity and well... we all have to make sacrifices for a greater good at some point in our time. Hat's off to the team voluntering, I look forward to contributing. Looking forward to hearing of opportunities to contribute in my capacity, and also looking forward to answers on the questions asked before. (perhaps the title of the email needed to change :-).. so hope it wont get lost soemwhere.. Best Regards, Patrick 2008/8/29 Brian Munyao Longwe <brian@caret.net> Hi PAtrick, Very good points raised. I will not try to answer any of them directly - but will make a few suggestions. I personally feel that it is quite interesting to note your (and many others previously) open expression of interest in "getting involved" - this is excellent! However, the sad fact is that very often when the rubber hits the road and people need to selflessly dedicate personal time (almost always on a voluntary basis) - they simply don't. Some of us (and as I look around the room at the 12 odd people sitting here) have been volunteering our time constantly and consistently for many years, going out of our way, both to find out what is happenning and to offer our (free time and input) towards helping govt better understand and work with "stakeholders" in defining the ways of moving forward. A lot of this has happened through our personal involvement in organisations such as KICTANET, TESPOK, KENIC, KIF, KEPSA, EAIA, CSK, etc... As a result of these largely voluntary participations I think Govt has realised that there are people who are willing to set aside their personal and commercial interests and help out of their hearts. My two pence and probably not very clearly expressed but I hope you get my point. For those who *genuinely* want to be of service, there comes a high price in terms of personal commitment and sometimes it takes years before one is recognised as being a consistent and reliable resource. In my personal experience my first major engagement in a national process was during the drafting, review and enactment of the Communications Act in 97/98 which I pursued because I had a passion to see transformation within the industry and genuinely felt that this was an opportunity - now 10 years later I am the one being chased by various committees/panels for my input...... Hope this helps, B On Aug 29, 2008, at 12:43 PM, Patrick Mburu wrote: Good afternoon, Perhaps a few questions to be asked (not directed at Brian only) if some others may be interested in knowing is... 1. Who qualifies as a stakeholder (individual and company?) 2. How can one qualify as a stakeholder? and contribute to be considered as a voice being heard: 1. Perhaps as members of this list for example; can questions / suggestions regarding certain issues be solicited through the online discussion fora or through directed workshops... be collected and presented on behalf for those unable to attend various events? 3. How can one be nominated to participate at these venues be it retreats and or missions overseas as indicated in the document? I apologise if this has been already discussed at length..however a quick recap can't hurt. Perhaps these are best directed to the ICT board directly? however, it may benefit others curious on this list as well... On another note... I found the document rather interesting as this is response to the much awareness requested on this list : information ..information...information... Kudos to the ICT board on making efforts to dissemniate this info. and hope to see further publishes and eventual invites. To move forward collectively..collaboration is key... Wishing a good friday. Asante, Patrick 2008/8/29 Brian Longwe <blongwe@gmail.com> FYI Listers ---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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 current management of the ICT Board performance is well under par. Recently I called up their offices wanting to engage with the management on a number of issues. Alas! I was informed that they were all on leave at the same time! The ICT Board cant seem to function properly due to sheer incompetence. Dr Ndemo I want a response from you since the buck stops with you! Wakarema Send instant messages to your online friends http://uk.messenger.yahoo.com <http://uk.messenger.yahoo.com/> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: blongwe@gmail.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com -- Brian Munyao Longwe e-mail: blongwe@gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com <http://zinjlog.blogspot.com/> meta-blog: http://mashilingi.blogspot.com <http://mashilingi.blogspot.com/> -- Brian Munyao Longwe e-mail: blongwe@gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com <http://zinjlog.blogspot.com/> meta-blog: http://mashilingi.blogspot.com <http://mashilingi.blogspot.com/> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: patrick.mburu@gmail.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/patrick.mburu%40gmail.c om _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net -- This message has been scanned for viruses and dangerous content by <http://www.mailscanner.info/> MailScanner, and is believed to be clean.
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 <mailto:seanm@aitecafrica.com> seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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: <mailto:9193891551@txt.att.net> 9193891551@txt.att.net From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke] On Behalf Of Patrick Mburu Sent: Monday, September 01, 2008 2:49 AM To: Liko Agosta Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Stakeholder Queries: Hi Brian, Thanks very much for the response, this does help for sure put things in perspective which is great and point well received. I'm not new to volunteering capacity and well... we all have to make sacrifices for a greater good at some point in our time. Hat's off to the team voluntering, I look forward to contributing. Looking forward to hearing of opportunities to contribute in my capacity, and also looking forward to answers on the questions asked before. (perhaps the title of the email needed to change :-).. so hope it wont get lost soemwhere.. Best Regards, Patrick 2008/8/29 Brian Munyao Longwe <brian@caret.net> Hi PAtrick, Very good points raised. I will not try to answer any of them directly - but will make a few suggestions. I personally feel that it is quite interesting to note your (and many others previously) open expression of interest in "getting involved" - this is excellent! However, the sad fact is that very often when the rubber hits the road and people need to selflessly dedicate personal time (almost always on a voluntary basis) - they simply don't. Some of us (and as I look around the room at the 12 odd people sitting here) have been volunteering our time constantly and consistently for many years, going out of our way, both to find out what is happenning and to offer our (free time and input) towards helping govt better understand and work with "stakeholders" in defining the ways of moving forward. A lot of this has happened through our personal involvement in organisations such as KICTANET, TESPOK, KENIC, KIF, KEPSA, EAIA, CSK, etc... As a result of these largely voluntary participations I think Govt has realised that there are people who are willing to set aside their personal and commercial interests and help out of their hearts. My two pence and probably not very clearly expressed but I hope you get my point. For those who *genuinely* want to be of service, there comes a high price in terms of personal commitment and sometimes it takes years before one is recognised as being a consistent and reliable resource. In my personal experience my first major engagement in a national process was during the drafting, review and enactment of the Communications Act in 97/98 which I pursued because I had a passion to see transformation within the industry and genuinely felt that this was an opportunity - now 10 years later I am the one being chased by various committees/panels for my input...... Hope this helps, B On Aug 29, 2008, at 12:43 PM, Patrick Mburu wrote: Good afternoon, Perhaps a few questions to be asked (not directed at Brian only) if some others may be interested in knowing is... 1. Who qualifies as a stakeholder (individual and company?) 2. How can one qualify as a stakeholder? and contribute to be considered as a voice being heard: 1. Perhaps as members of this list for example; can questions / suggestions regarding certain issues be solicited through the online discussion fora or through directed workshops... be collected and presented on behalf for those unable to attend various events? 3. How can one be nominated to participate at these venues be it retreats and or missions overseas as indicated in the document? I apologise if this has been already discussed at length..however a quick recap can't hurt. Perhaps these are best directed to the ICT board directly? however, it may benefit others curious on this list as well... On another note... I found the document rather interesting as this is response to the much awareness requested on this list : information ..information...information... Kudos to the ICT board on making efforts to dissemniate this info. and hope to see further publishes and eventual invites. To move forward collectively..collaboration is key... Wishing a good friday. Asante, Patrick 2008/8/29 Brian Longwe <blongwe@gmail.com> FYI Listers ---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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 current management of the ICT Board performance is well under par. Recently I called up their offices wanting to engage with the management on a number of issues. Alas! I was informed that they were all on leave at the same time! The ICT Board cant seem to function properly due to sheer incompetence. Dr Ndemo I want a response from you since the buck stops with you! Wakarema Send instant messages to your online friends http://uk.messenger.yahoo.com <http://uk.messenger.yahoo.com/> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: blongwe@gmail.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com -- Brian Munyao Longwe e-mail: blongwe@gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com <http://zinjlog.blogspot.com/> meta-blog: http://mashilingi.blogspot.com <http://mashilingi.blogspot.com/> -- Brian Munyao Longwe e-mail: blongwe@gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com <http://zinjlog.blogspot.com/> meta-blog: http://mashilingi.blogspot.com <http://mashilingi.blogspot.com/> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: patrick.mburu@gmail.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/patrick.mburu%40gmail.c om _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net -- This message has been scanned for viruses and dangerous content by <http://www.mailscanner.info/> MailScanner, and is believed to be clean.
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@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/ mailman/options/kictanet/brian%40caret.net
Hi Brian and all Interesting questions and concerns. 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. This will answer most of the questions you have posed below, I believe. Dr/s. Nyaki and Waema can elaborate further on the scope of the research. best alice
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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/ mailman/options/kictanet/brian%40caret.net
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: alice@apc.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org
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 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@caret.net> To: "Gilda Odera" <godera@skyweb.co.ke> Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/ mailman/options/kictanet/brian%40caret.net
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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 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@caret.net> To: "Gilda Odera" <godera@skyweb.co.ke> Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/ mailman/options/kictanet/brian%40caret.net
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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@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 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@caret.net> To: "Gilda Odera" <godera@skyweb.co.ke> Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
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-- 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
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@txt.att.net -----Original Message----- From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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@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 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@caret.net> To: "Gilda Odera" <godera@skyweb.co.ke> Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
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-- 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: likoa@verviant.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com
Liko, You have raised some very valid points here and your insights are definitely very useful to us in the BPO sector. However, I beg to differ with you on the issue of standards and ethics. You have stated "Kenya will not become a better outsourcing destination if we come up with ethics guidelines, an act of parliament and the like". Standards and Ethics play a huge role when serious (and here I am talking about the big name companies that Kenya is trying to attract - those that have long term sustainable BPO contracts) outsourcers are looking for a potential BPO to service their requirements. Particularly for call centre and data processing in various industry verticals, but more so for the financial services industry which contributes the largest chunk of outsourcing work worldwide. In addition to the questions you mentioned below, serious potential outsourcers will want to establish whether the BPO providers have in place: * Security standards - data security, access controls, security policies etc etc etc * Recruitment standards - recruitment policies specific to the call centre industry environment, including screening and background checks (particularly for those working in financial services industry) * Training standards - they want to know what sort of training is given to call centre agents, how that training is delivered, how often refresher training is done etc * Business continuity and DR Policies must be in place in the BPO provider's centre. * Quality Assurance standards I could go on and with the various standards that need to be in place in a BPO/Call Centre. One of the reasons why India has remained competitive is that they have a government agency (similar to CCK) that conducts regular audits of contact centres and BPO's in India, to ensure they are meeting the set standards. These audits are done impromptu and unannounced to the BPO's, with potential ramifications to those who are not meeting standards. If Kenya doesn't set up standards for the industry, then we cannot hope to compete internationally. It is for this reason that the Standards Committee of the BPO Society is doing its best to move to the next stage of its Standards & Ethics framework. This is the stage where they will finalize the draft document, with the help of experts, and develop an implementation plan. It is critical to have this in place, at this stage where we are in this developing outsourcing industry. What we have right now is just a draft document. Much more needs to be done to complete the process. Kind regards Peres Were Vice Chair Kenya BPO & Contact Centre Society _____ From: kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 02 September 2008 23:07 To: pwere@cascadegl.com Cc: 'KICTAnet ICT Policy Discussions' Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) 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@txt.att.net -----Original Message----- From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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@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
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@caret.net>
To: "Gilda Odera" <godera@skyweb.co.ke>
Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/
index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
<seanm@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@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
AITEC Africa is the trading name of AITEC Conferences Limited
UK Company registration number: 4698475
________________________________
From: kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke
[mailto:kictanet-bounces
+seanm=aitecafrica.com@lists.kictanet.or.ke] On
Behalf Of Peres Were
Sent: 01 September 2008 12:23
To: seanm@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@lists.kictanet.or.ke
[mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke]
On Behalf
Of Liko Agosta
Sent: 01 September 2008 10:33
To: pwere@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@txt.att.net
---------- Forwarded message ----------
From: Brian Longwe <blongwe@gmail.com>
Date: Aug 29, 2008 9:31 AM
Subject: Re: [kictanet] ICT Board Strategy a Farce
To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
_______________________________________________
kictanet mailing list
kictanet@lists.kictanet.or.ke
This message was sent to: brian@caret.net
Unsubscribe or change your options at http://lists.kictanet.or.ke/
mailman/options/kictanet/brian%40caret.net
_______________________________________________
kictanet mailing list
kictanet@lists.kictanet.or.ke
This message was sent to: godera@skyweb.co.ke
Unsubscribe or change your options at http://lists.kictanet.or.ke/
mailman/options/kictanet/godera%40skyweb.co.ke
_______________________________________________
kictanet mailing list
kictanet@lists.kictanet.or.ke
This message was sent to: otwomad@gmail.com
Unsubscribe or change your options at 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: likoa@verviant.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com
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@txt.att.net
-----Original Message-----
From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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@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
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@caret.net>
To: "Gilda Odera" <godera@skyweb.co.ke>
Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/
index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
<seanm@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@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
AITEC Africa is the trading name of AITEC Conferences Limited
UK Company registration number: 4698475
________________________________
From: kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke
[mailto:kictanet-bounces
+seanm=aitecafrica.com@lists.kictanet.or.ke] On
Behalf Of Peres Were
Sent: 01 September 2008 12:23
To: seanm@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@lists.kictanet.or.ke
[mailto:kictanet-bounces +pwere=cascadegl.com@lists.kictanet.or.ke]
On Behalf
Of Liko Agosta
Sent: 01 September 2008 10:33
To: pwere@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@txt.att.net
---------- Forwarded message ----------
From: Brian Longwe <blongwe@gmail.com>
Date: Aug 29, 2008 9:31 AM
Subject: Re: [kictanet] ICT Board Strategy a Farce
To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
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--
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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
_______________________________________________
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kictanet@lists.kictanet.or.ke
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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 To: Gilda Odera Cc: 'KICTAnet ICT Policy Discussions' 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@txt.att.net -----Original Message----- From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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@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 >> 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@caret.net> >> To: "Gilda Odera" <godera@skyweb.co.ke> >> Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/ >>> index.html >>> >>> >>> On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney >>> <seanm@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@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@lists.kictanet.or.ke >>>> [mailto:kictanet-bounces >>>> +seanm=aitecafrica.com@lists.kictanet.or.ke] On >>>> Behalf Of Peres Were >>>> Sent: 01 September 2008 12:23 >>>> To: seanm@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@lists.kictanet.or.ke >>>> [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] >>>> On Behalf >>>> Of Liko Agosta >>>> Sent: 01 September 2008 10:33 >>>> To: pwere@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@txt.att.net >>>> >>>> ---------- Forwarded message ---------- >>>> From: Brian Longwe <blongwe@gmail.com> >>>> Date: Aug 29, 2008 9:31 AM >>>> Subject: Re: [kictanet] ICT Board Strategy a Farce >>>> To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke >>> www.ncst.go.ke >>> >>> _______________________________________________ >>> kictanet mailing list >>> kictanet@lists.kictanet.or.ke >>> http://lists.kictanet.or.ke/mailman/listinfo/kictanet >>> >>> This message was sent to: brian@caret.net >>> Unsubscribe or change your options at http://lists.kictanet.or.ke/ >>> mailman/options/kictanet/brian%40caret.net >> >> >> _______________________________________________ >> kictanet mailing list >> kictanet@lists.kictanet.or.ke >> http://lists.kictanet.or.ke/mailman/listinfo/kictanet >> >> This message was sent to: godera@skyweb.co.ke >> Unsubscribe or change your options at http://lists.kictanet.or.ke/ >> mailman/options/kictanet/godera%40skyweb.co.ke > > > _______________________________________________ > kictanet mailing list > kictanet@lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: otwomad@gmail.com > Unsubscribe or change your options at 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: likoa@verviant.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net ------------------------------------------------------------------------------ _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: godera@skyweb.co.ke Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke
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. www.verviant.com Phone : 1-919-341-1820 Fax : 1-978-268-8403 Toll Free: 1-866-551-4935 Pager: <mailto:9193891551@txt.att.net> 9193891551@txt.att.net From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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 <mailto:brian@caret.net> To: Gilda Odera <mailto:godera@skyweb.co.ke> Cc: 'KICTAnet ICT Policy Discussions' <mailto:kictanet@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@txt.att.net -----Original Message----- From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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@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
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@caret.net>
To: "Gilda Odera" <godera@skyweb.co.ke>
Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/
index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
<seanm@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@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
AITEC Africa is the trading name of AITEC Conferences Limited
UK Company registration number: 4698475
________________________________
From: kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke
[mailto:kictanet-bounces
+seanm=aitecafrica.com@lists.kictanet.or.ke] On
Behalf Of Peres Were
Sent: 01 September 2008 12:23
To: seanm@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@lists.kictanet.or.ke
[mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke]
On Behalf
Of Liko Agosta
Sent: 01 September 2008 10:33
To: pwere@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@txt.att.net
---------- Forwarded message ----------
From: Brian Longwe <blongwe@gmail.com>
Date: Aug 29, 2008 9:31 AM
Subject: Re: [kictanet] ICT Board Strategy a Farce
To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
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-- 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: likoa@verviant.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/brian%40caret.net _____ _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: godera@skyweb.co.ke Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke
I'm chairperson of KICTANET , trying to she'd some light on topic... Sent from my iPhone On 03 Sep 2008, at 4:37 PM, "Liko Agosta" <likoa@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.
www.verviant.com
Phone : 1-919-341-1820
Fax : 1-978-268-8403
Toll Free: 1-866-551-4935
Pager: 9193891551@txt.att.net
From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces +likoa=verviant.com@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
To: Gilda Odera
Cc: 'KICTAnet ICT Policy Discussions'
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 strateg y 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, sch mooze, 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 car e 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 o f 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, tho se 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 wo rks like a charm here .. (if GOK spends 500k on tickets and 30 Kenya ns 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 strateg y 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, sch mooze, 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 t he bigger consulting companies Bain, BCG, Accenture, Avanade, EDS … these guys work on million dollar outsourcing deals and have very go od contacts. They also would be able to come up with a strategy imme diately
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@txt.att.net
-----Original Message-----
From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces +likoa=verviant.com@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@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
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@caret.net>
To: "Gilda Odera" <godera@skyweb.co.ke>
Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/
index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
<seanm@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@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
AITEC Africa is the trading name of AITEC Conferences Limited
UK Company registration number: 4698475
________________________________
From: kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke
[mailto:kictanet-bounces
+seanm=aitecafrica.com@lists.kictanet.or.ke] On
Behalf Of Peres Were
Sent: 01 September 2008 12:23
To: seanm@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@lists.kictanet.or.ke
[mailto:kictanet-bounces +pwere=cascadegl.com@lists.kictanet.or.ke]
On Behalf
Of Liko Agosta
Sent: 01 September 2008 10:33
To: pwere@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 l ike
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@txt.att.net
---------- Forwarded message ----------
From: Brian Longwe <blongwe@gmail.com>
Date: Aug 29, 2008 9:31 AM
Subject: Re: [kictanet] ICT Board Strategy a Farce
To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
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--
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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
_______________________________________________
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RE: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:)Well spoken Liko! It is true that outsourcers tend to ask "who else have you done such work for?"...and that is where local companies come in. I agree the local pie looks small but if Government outsources a big chunk it is not too small and it will give local companies that experience to say ' I have done it". I cannot agree with you more that the ICT Board (Government) needs to open doors for private sector by SUPPORTING MORE PRIVATE SECTOR PLAYERS to be the FRONT FACE in these meetings. We need confidence building. Much as it is important that government officials attend these meetings, it adds much more value and translates into business when private sector is sitting in these meetings and being the front- talking stuff that the outsourcer understands! I strongly feel there should be a policy that for every business meeting that government officials attend, instead of carrying 3 or 4 government officials, carry 50-50 Private sector and Government. The results will be much better felt! I am not sure about the CEO of the Board sitting in the countries out there, how would we ensure he/she does not just join the others out there relaxed? I know of a few trade attaches in some countries out there that are creating linkages but can someone out there till me how effective most have been? I am challenging them to help us out, that is their job! The CEO of the Board need not add a burden to tax payers by joining them. His is to work closely with us here and get things moving on this end. My two cents. Great comments you have Liko! Gilda ----- Original Message ----- From: Liko Agosta To: Gilda Odera Cc: 'KICTAnet ICT Policy Discussions' Sent: Tuesday, September 02, 2008 11:07 PM Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) 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@txt.att.net -----Original Message----- From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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@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
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@caret.net>
To: "Gilda Odera" <godera@skyweb.co.ke>
Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/
index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
<seanm@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@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
AITEC Africa is the trading name of AITEC Conferences Limited
UK Company registration number: 4698475
________________________________
From: kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke
[mailto:kictanet-bounces
+seanm=aitecafrica.com@lists.kictanet.or.ke] On
Behalf Of Peres Were
Sent: 01 September 2008 12:23
To: seanm@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@lists.kictanet.or.ke
[mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke]
On Behalf
Of Liko Agosta
Sent: 01 September 2008 10:33
To: pwere@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@txt.att.net
---------- Forwarded message ----------
From: Brian Longwe <blongwe@gmail.com>
Date: Aug 29, 2008 9:31 AM
Subject: Re: [kictanet] ICT Board Strategy a Farce
To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
_______________________________________________
kictanet mailing list
kictanet@lists.kictanet.or.ke
This message was sent to: brian@caret.net
Unsubscribe or change your options at http://lists.kictanet.or.ke/
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kictanet@lists.kictanet.or.ke
This message was sent to: godera@skyweb.co.ke
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-- 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: likoa@verviant.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com ------------------------------------------------------------------------------ _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: godera@skyweb.co.ke Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke
Gilda. I am very passionate about the CEO sitting out here. . Or a senior level unit Its been much easier for us to get business when we meet the client, talk to them in person and connect.. that's how deals are made . especially big deals. Gilda, it will be easier for you to get financing if you walk into a bank with a contract for 50 seats than if u tell them u want to build then start selling. This is a classical Chicken vs Egg situation. In my experience, the best way is to get business and be clear with your client that u can start in 30 days . This has worked well because the client will wait to "save" // again, this may only work when one is dealing with a client and not a broker . I have seen many people build capacity and collapse after they did not get business 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: <mailto:9193891551@txt.att.net> 9193891551@txt.att.net From: Gilda Odera [mailto:godera@skyweb.co.ke] Sent: Wednesday, September 03, 2008 3:40 AM To: Liko Agosta Cc: 'KICTAnet ICT Policy Discussions' Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) Well spoken Liko! It is true that outsourcers tend to ask "who else have you done such work for?"...and that is where local companies come in. I agree the local pie looks small but if Government outsources a big chunk it is not too small and it will give local companies that experience to say ' I have done it". I cannot agree with you more that the ICT Board (Government) needs to open doors for private sector by SUPPORTING MORE PRIVATE SECTOR PLAYERS to be the FRONT FACE in these meetings. We need confidence building. Much as it is important that government officials attend these meetings, it adds much more value and translates into business when private sector is sitting in these meetings and being the front- talking stuff that the outsourcer understands! I strongly feel there should be a policy that for every business meeting that government officials attend, instead of carrying 3 or 4 government officials, carry 50-50 Private sector and Government. The results will be much better felt! I am not sure about the CEO of the Board sitting in the countries out there, how would we ensure he/she does not just join the others out there relaxed? I know of a few trade attaches in some countries out there that are creating linkages but can someone out there till me how effective most have been? I am challenging them to help us out, that is their job! The CEO of the Board need not add a burden to tax payers by joining them. His is to work closely with us here and get things moving on this end. My two cents. Great comments you have Liko! Gilda ----- Original Message ----- From: Liko Agosta <mailto:likoa@verviant.com> To: Gilda Odera <mailto:godera@skyweb.co.ke> Cc: 'KICTAnet ICT Policy Discussions' <mailto:kictanet@lists.kictanet.or.ke> Sent: Tuesday, September 02, 2008 11:07 PM Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) 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@txt.att.net -----Original Message----- From: kictanet-bounces+likoa=verviant.com@lists.kictanet.or.ke [mailto:kictanet-bounces+likoa=verviant.com@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@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
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@caret.net>
To: "Gilda Odera" <godera@skyweb.co.ke>
Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/
index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney
<seanm@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@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
AITEC Africa is the trading name of AITEC Conferences Limited
UK Company registration number: 4698475
________________________________
From: kictanet-bounces+seanm=aitecafrica.com@lists.kictanet.or.ke
[mailto:kictanet-bounces
+seanm=aitecafrica.com@lists.kictanet.or.ke] On
Behalf Of Peres Were
Sent: 01 September 2008 12:23
To: seanm@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@lists.kictanet.or.ke
[mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke]
On Behalf
Of Liko Agosta
Sent: 01 September 2008 10:33
To: pwere@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@txt.att.net
---------- Forwarded message ----------
From: Brian Longwe <blongwe@gmail.com>
Date: Aug 29, 2008 9:31 AM
Subject: Re: [kictanet] ICT Board Strategy a Farce
To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke
www.ncst.go.ke
_______________________________________________
kictanet mailing list
kictanet@lists.kictanet.or.ke
This message was sent to: brian@caret.net
Unsubscribe or change your options at http://lists.kictanet.or.ke/
mailman/options/kictanet/brian%40caret.net
_______________________________________________
kictanet mailing list
kictanet@lists.kictanet.or.ke
This message was sent to: godera@skyweb.co.ke
Unsubscribe or change your options at http://lists.kictanet.or.ke/
mailman/options/kictanet/godera%40skyweb.co.ke
_______________________________________________
kictanet mailing list
kictanet@lists.kictanet.or.ke
This message was sent to: otwomad@gmail.com
Unsubscribe or change your options at 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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: likoa@verviant.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/likoa%40verviant.com _____ _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: godera@skyweb.co.ke Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/godera%40skyweb.co.ke
Thanks Brian. Let me attempt to respond to your comments/queries. 1.Kenya's positioning:- It does call for serious budgets, what we are seeing will not take us too far. We have been clamouring for more budgets and proper execution. So far we have yet to see the ICT Board's marketing strategy so the private sector has gone ahead and developed one we will use as we cannot wait endlessly. We will be launching this on September 10th- look out for this. 2. Capacity issues are seriously being addressed. We at the KBPO&CC Society have a training committee comprising of players from captives and third party vendors, an excellent team. We are not reinventing the wheel but looking at the top recognised training standards/curriculum for Call centres/ BPOs/ software develop ment. They are not many. We are then going further and looking at our basic foundation courses that are needed locally. The team is halfway and will be finalising this by end September. If we want to serve global standards, we need a training competency framework based on the recognised modules eg. CIAC, BCI etc. Incidentally these are already being offered in Kenya by franchise holders. Anyone needing this information can contact Joseph Ochola at the society secretariat. 3. We also have a standards committee who so ably launched a draft standards and ethics guideline three months ago. This group is led by David Otwoma. Again they did not reinvent the wheel but borrowed from existing global standards. Yes a document is available at the secretariat. This team is fine tuning the draft document and has a goal to complete this within 6 months at most. 4.I would say we need more forums for local entrepreneurs to share information, hear from experts, have programs where experts work in a local entreprise for 3-6 months (we did that). We need to have (and the Society is again organising such) exchange programs where Kenyans work in Indian centres for 3 months and are taken through processes. It need not only be India though cost wise it makes more sense. We are establishing the same with other countries. 5.BPO is not the "Holy Grail". In my view everyone has their area of passion and if we all gave our best in our areas of passion we would go a long way. I am not sure where you get the impression that many perceive it to be the "Holy Grail" though. I believe it has gotten attention of very many Kenyans because we are enterprising and it is not just a Kenyan interest, the whole of Africa is running for a piece of the action. Let us encourage entrepreneurs who are able and have business ties to get into the industry to do so. But we need better Government support. 6.KPLC is a member of the Kenya BPO and Contact Centre Society. In case you did not know, they have a very busy call centre. Captives (ie.in-house centres) are a very integral part of this industry. I hope that explains it. We have banks lining up to join now and are talking to most captives. 7.Regarding the costs of operation that Safaricom referred to, I do not think it is in my place to comment on why they found it that way. I do know they were talking to companies both local and international who were to set shop in Kenya and they zeroed in on the international ones who were to set shop in Kenya. Could that be why it was expensive? Maybe Safaricom can tell us, I do not know. 8. As I had mentioned, given that we are a new destination and insufficient direct marketing of the country has been done, we are bound to initially attract brokers. That is the trend. But as we establish ourselves and the fibre optic cables (?) come in next year, the story will be different. We will start getting direct clients. We are really in the teething stages, we have to crawl before we walk. The interventions are in place in our three year marketing strategy. I would think this in now clearer? Thanks. Gilda Kind regards, Gilda Odera Managing Director Skyweb Technologies Ltd Tel: 254-20-2711446/2711760 Fax: 254-20-2713934 URL:www.skyweb.co.ke ----- Original Message ----- From: "Brian Munyao Longwe" <brian@caret.net> To: "Gilda Odera" <godera@skyweb.co.ke> Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Sent: Tuesday, September 02, 2008 6:12 PM Subject: Re: [kictanet] BPO Industry Review (was Re: Stakeholder Queries:) 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 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@caret.net> To: "Gilda Odera" <godera@skyweb.co.ke> Cc: "KICTAnet ICT Policy Discussions" <kictanet@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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: brian@caret.net Unsubscribe or change your options at http://lists.kictanet.or.ke/ mailman/options/kictanet/brian%40caret.net
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: godera@skyweb.co.ke Unsubscribe or change your options at http://lists.kictanet.or.ke/ mailman/options/kictanet/godera%40skyweb.co.ke
Hi All, The study on BPO by UoN being planned may help you answer some of your questions. Perhaps people need to give their inputs on the scope of the study and the objectives set therein. I did send my input to Prof. Tim. Let us take opportunities such as those presented by the study to have other issues covered that we may need answers too. Regards, Ganson Lewela -----Original Message----- From: kictanet-bounces+glewela=safaricom.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+glewela=safaricom.co.ke@lists.kictanet.or.ke] On Behalf Of Brian Munyao Longwe Sent: Tuesday, September 02, 2008 11:12 AM To: Ganson Lewela Cc: KICTAnet ICT Policy Discussions 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/-/ index.html
On Mon, Sep 1, 2008 at 8:58 PM, Sean Moroney <seanm@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@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@lists.kictanet.or.ke [mailto:kictanet-bounces +seanm=aitecafrica.com@lists.kictanet.or.ke] On Behalf Of Peres Were Sent: 01 September 2008 12:23 To: seanm@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
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From: kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke [mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] On Behalf Of Liko Agosta Sent: 01 September 2008 10:33 To: pwere@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@txt.att.net
---------- Forwarded message ---------- From: Brian Longwe <blongwe@gmail.com> Date: Aug 29, 2008 9:31 AM Subject: Re: [kictanet] ICT Board Strategy a Farce To: wambuiwakarema@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@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@gmail.com & otwoma@ncst.go.ke www.ncst.go.ke
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participants (10)
-
alice -
Brian Munyao Longwe -
Brian Munyao Longwe -
David Otwoma -
Ganson Lewela -
Gilda Odera -
Liko Agosta -
Patrick Mburu -
Peres Were -
Sean Moroney