Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework
Hi Walu Thanks for madaraka day gift - a bpo. To provide a context of the discussion, could we access the full report. This will help us to understand some aspects for example the TOR/objective for the study, how the three economies were selected and the time frame of the study among other issues. There are some other economies that have promulgated some BPO specific policies and innovative approach to BPO development. A deeper insight on the context will help us to see how to introduce such thoughts in the discussions Cheers muriuki mureithi -----Original Message----- From: kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k e] On Behalf Of Walubengo J Sent: 02 June 2009 08:14 To: mureithi@summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework Morning all, I trust you have had a well-deserved, long weekend. Today we kick-off the BPO discussion by focusing on the BPO Policy environment. Indeed Policy informs both the Legal, Regulatory and Insititutional frameworks such that if we get things wrong at the Policy level, then naturally, the rest of the frameworks will not fly. The BPO Research (synthesis attached) established very comprehensive Policy frameworks in the selected countries of study - S.Africa, Mauritius and India. When compared to the Kenyan situation, the Researchers found that at a National level, BPO is simply listed as one of the six KEY sectors of the Economic Pillar within Vision2030. They also found that the National ICT Policy (2006) does not explicitly mention BPO - even though some of the objectives may implicitly relate to BPO. Which brings us to the specific questions for discussion: Q1: Should we at a National level be placing emphasise on an "ICT Sector" or on a "BPO Sector"? which of the two should be a subset of the other? Q2: Beyond the BPO policy statements in our V2030 document, dont we need to do more by creating clear and monitorable plans/targets for the BPO sector - BPO Strategic Framework? How should this be done? We have only today for your views on this since tmrw we move into the Legal and Regulatory frameworks. walu. Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory Frameworks ----e-Discussion Program outline----- 1.The policy, legal and institutional frameworks for BPO sector (2days, Walu moderating) 2.Subsidies accorded to BPO sector (2days, Walu moderating) 3.Human capacity issues (2days, Walu moderating) 4.Youth and gender issues (2days, Dr. C. Adeya moderating) 5.Strengths and challenges for Kenya as a BPO destination (2days, Dr. C. Adeya moderating
Hi Muriuki, Thank you for the comments. There is no complete report at the moment but it is under preparation. The idea is to share the results so far and discuss salient issues before we have a stakeholders workshop later on this month. However, find below some background info: The overall aim of the project was “to undertake comprehensive research in the business process outsourcing (BPO) sub-sector in pioneer, emerging and mature markets to provide evidence and a deeper understanding of the imperatives for success in this industry to better inform Kenya’s policy decisions and investment choices”. The specific objectives were: To provide empirical evidence and recommendations to inform the development of BPO legislation, policy and strategy To identify the critical success factors that underlie the BPO industry in developing countries (in pioneer, emerging and mature markets) To examine and provide comprehensive case studies of eight countries representing pioneer, emerging and mature BPO markets To analyse the business environment/culture in Kenya in order to identify a unique BPO marketing strategy. To provide a deeper understanding of youth employment and gender issues within the BPO sector in pioneer, emerging and mature markets To increase the level of awareness and input among key stakeholders through interactive dialogue on key BPO issues within the Kenyan context To contribute to knowledge in this emerging sector through publication and dissemination. The project was carried out using the case study method and involved desk research on the Internet and in libraries, review of existing documents, key informant interviews and structured questionnaires. The case study involved BPO firms and relevant national institutions in six countries classified as follows: BPO clients: U.S.A. and U.K. Pioneer BPO services: Kenya Emerging BPO services: South Africa Mature BPO Services: India and Mauritius The project is funded by IDRC and the University of Nairobi. It was carried out by the University of Nairobi in collaboration with the Ministry of Information and Communications, the Kenya BPO and Contact Centre Society, the Kenya ICT Board and KICTANET. I am sure you can commend on the policy framework without a full report. Regards Tim Waema -----Original Message----- From: kictanet-bounces+waema=uonbi.ac.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+waema=uonbi.ac.ke@lists.kictanet.or.ke] On Behalf Of muriuki mureithi Sent: 02 June 2009 08:47 AM To: waema@uonbi.ac.ke Cc: 'KICTAnet ICT Policy Discussions' Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework Hi Walu Thanks for madaraka day gift - a bpo. To provide a context of the discussion, could we access the full report. This will help us to understand some aspects for example the TOR/objective for the study, how the three economies were selected and the time frame of the study among other issues. There are some other economies that have promulgated some BPO specific policies and innovative approach to BPO development. A deeper insight on the context will help us to see how to introduce such thoughts in the discussions Cheers muriuki mureithi -----Original Message----- From: kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+mureithi=summitstrategies.co.ke@lists.kictanet.or.k e] On Behalf Of Walubengo J Sent: 02 June 2009 08:14 To: mureithi@summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework Morning all, I trust you have had a well-deserved, long weekend. Today we kick-off the BPO discussion by focusing on the BPO Policy environment. Indeed Policy informs both the Legal, Regulatory and Insititutional frameworks such that if we get things wrong at the Policy level, then naturally, the rest of the frameworks will not fly. The BPO Research (synthesis attached) established very comprehensive Policy frameworks in the selected countries of study - S.Africa, Mauritius and India. When compared to the Kenyan situation, the Researchers found that at a National level, BPO is simply listed as one of the six KEY sectors of the Economic Pillar within Vision2030. They also found that the National ICT Policy (2006) does not explicitly mention BPO - even though some of the objectives may implicitly relate to BPO. Which brings us to the specific questions for discussion: Q1: Should we at a National level be placing emphasise on an "ICT Sector" or on a "BPO Sector"? which of the two should be a subset of the other? Q2: Beyond the BPO policy statements in our V2030 document, dont we need to do more by creating clear and monitorable plans/targets for the BPO sector - BPO Strategic Framework? How should this be done? We have only today for your views on this since tmrw we move into the Legal and Regulatory frameworks. walu. Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory Frameworks ----e-Discussion Program outline----- 1.The policy, legal and institutional frameworks for BPO sector (2days, Walu moderating) 2.Subsidies accorded to BPO sector (2days, Walu moderating) 3.Human capacity issues (2days, Walu moderating) 4.Youth and gender issues (2days, Dr. C. Adeya moderating) 5.Strengths and challenges for Kenya as a BPO destination (2days, Dr. C. Adeya moderating ----------------------------------------- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. +++++++++++++++++++++++++++++++++++++++ UNIVERSITY OF NAIROBI IS ISO CERTIFIED The University of Nairobi is committed to providing quality services to all its clients. The University will monitor and review its quality performance from time to time through an effective implementation of the Quality Management System based on ISO 9001:2000 standard. University of Nairobi Website: http://www.uonbi.ac.ke/ +++++++++++++++++++++++++++++++++++++++ ----------------------------------------- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. +++++++++++++++++++++++++++++++++++++++ UNIVERSITY OF NAIROBI IS ISO CERTIFIED The University of Nairobi is committed to providing quality services to all its clients. The University will monitor and review its quality performance from time to time through an effective implementation of the Quality Management System based on ISO 9001:2000 standard. University of Nairobi Website: http://www.uonbi.ac.ke/ +++++++++++++++++++++++++++++++++++++++
Walu i appreate the strides we have made so far with inputs from the BPO and Contact centre society as well as other scholars on and off this list. My take is that you cannot separate growth of the ICT sector and evolution of Policy. This is due to the Dynamic nature of ICT for instance at some point everyone will be on fibre some other point VSAT, or wi-max resources that have to be regulated to enhance competititveness and trust (i beleive this encompasses privacy) This calls for a multipronged strategy that ensures that the policy environment is in tandem with technological change, at the same time there must be a clear strategy that will ensure that there is adequate human resource to enable us capitalize on emerging opportunities within and outside the country. To summarise emphasis at national level should be on the ICT sector creating a conducive environment in terms of Infrastructure, Policy and the requisite human resource, whereas the BPO sector could be guided by a clear Mission Vision and Strategy that will help the sector attain its targets as far as GDP is concernened. (Sorry my economics is poor) On Tue, Jun 2, 2009 at 10:56 AM, Prof Waema <waema@uonbi.ac.ke> wrote:
Hi Muriuki,
Thank you for the comments. There is no complete report at the moment but it is under preparation. The idea is to share the results so far and discuss salient issues before we have a stakeholders workshop later on this month. However, find below some background info:
The overall aim of the project was ��to undertake comprehensive research in the business process outsourcing (BPO) sub-sector in pioneer, emerging and mature markets to provide evidence and a deeper understanding of the imperatives for success in this industry to better inform Kenya��s policy decisions and investment choices��. The specific objectives were: �� To provide empirical evidence and recommendations to inform the development of BPO legislation, policy and strategy �� To identify the critical success factors that underlie the BPO industry in developing countries (in pioneer, emerging and mature markets) �� To examine and provide comprehensive case studies of eight countries representing pioneer, emerging and mature BPO markets �� To analyse the business environment/culture in Kenya in order to identify a unique BPO marketing strategy. �� To provide a deeper understanding of youth employment and gender issues within the BPO sector in pioneer, emerging and mature markets �� To increase the level of awareness and input among key stakeholders through interactive dialogue on key BPO issues within the Kenyan context �� To contribute to knowledge in this emerging sector through publication and dissemination.
The project was carried out using the case study method and involved desk research on the Internet and in libraries, review of existing documents, key informant interviews and structured questionnaires. The case study involved BPO firms and relevant national institutions in six countries classified as follows: �� BPO clients: U.S.A. and U.K. �� Pioneer BPO services: Kenya �� Emerging BPO services: South Africa �� Mature BPO Services: India and Mauritius
The project is funded by IDRC and the University of Nairobi. It was carried out by the University of Nairobi in collaboration with the Ministry of Information and Communications, the Kenya BPO and Contact Centre Society, the Kenya ICT Board and KICTANET.
I am sure you can commend on the policy framework without a full report.
Regards
Tim Waema
-----Original Message----- From: kictanet-bounces+waema=uonbi.ac.ke@lists.kictanet.or.ke [mailto: kictanet-bounces+waema <kictanet-bounces%2Bwaema>=uonbi.ac.ke@ lists.kictanet.or.ke] On Behalf Of muriuki mureithi Sent: 02 June 2009 08:47 AM To: waema@uonbi.ac.ke Cc: 'KICTAnet ICT Policy Discussions' Subject: Re: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework
Hi Walu Thanks for madaraka day gift - a bpo.
To provide a context of the discussion, could we access the full report. This will help us to understand some aspects for example the TOR/objective for the study, how the three economies were selected and the time frame of the study among other issues. There are some other economies that have promulgated some BPO specific policies and innovative approach to BPO development. A deeper insight on the context will help us to see how to introduce such thoughts in the discussions
Cheers muriuki mureithi
-----Original Message----- From: kictanet-bounces+mureithi=summitstrategies.co.ke@ lists.kictanet.or.ke [mailto:kictanet-bounces+mureithi <kictanet-bounces%2Bmureithi>= summitstrategies.co.ke@lists.kictanet.or.k e] On Behalf Of Walubengo J Sent: 02 June 2009 08:14 To: mureithi@summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Day 1 of 10 :-BPO discussions, Policy Framework
Morning all,
I trust you have had a well-deserved, long weekend. Today we kick-off the BPO discussion by focusing on the BPO Policy environment. Indeed Policy informs both the Legal, Regulatory and Insititutional frameworks such that if we get things wrong at the Policy level, then naturally, the rest of the frameworks will not fly.
The BPO Research (synthesis attached) established very comprehensive Policy frameworks in the selected countries of study - S.Africa, Mauritius and India. When compared to the Kenyan situation, the Researchers found that at a National level, BPO is simply listed as one of the six KEY sectors of the Economic Pillar within Vision2030. They also found that the National ICT Policy (2006) does not explicitly mention BPO - even though some of the objectives may implicitly relate to BPO.
Which brings us to the specific questions for discussion: Q1: Should we at a National level be placing emphasise on an "ICT Sector" or on a "BPO Sector"? which of the two should be a subset of the other? Q2: Beyond the BPO policy statements in our V2030 document, dont we need to do more by creating clear and monitorable plans/targets for the BPO sector - BPO Strategic Framework? How should this be done?
We have only today for your views on this since tmrw we move into the Legal and Regulatory frameworks.
walu. Encl: BPO Research Synthesis1:-Policy, Legal, Regulatory Frameworks
----e-Discussion Program outline----- 1.The policy, legal and institutional frameworks for BPO sector (2days, Walu moderating) 2.Subsidies accorded to BPO sector (2days, Walu moderating) 3.Human capacity issues (2days, Walu moderating) 4.Youth and gender issues (2days, Dr. C. Adeya moderating) 5.Strengths and challenges for Kenya as a BPO destination (2days, Dr. C. Adeya moderating
----------------------------------------- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.
+++++++++++++++++++++++++++++++++++++++ UNIVERSITY OF NAIROBI IS ISO CERTIFIED
The University of Nairobi is committed to providing quality services to all its clients. The University will monitor and review its quality performance from time to time through an effective implementation of the Quality Management System based on ISO 9001:2000 standard.
University of Nairobi Website: http://www.uonbi.ac.ke/ +++++++++++++++++++++++++++++++++++++++
----------------------------------------- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.
+++++++++++++++++++++++++++++++++++++++ UNIVERSITY OF NAIROBI IS ISO CERTIFIED
The University of Nairobi is committed to providing quality services to all its clients. The University will monitor and review its quality performance from time to time through an effective implementation of the Quality Management System based on ISO 9001:2000 standard.
University of Nairobi Website: http://www.uonbi.ac.ke/ +++++++++++++++++++++++++++++++++++++++
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participants (3)
-
Barrack Otieno -
muriuki mureithi -
Prof Waema