Re: [kictanet] Is 999 a local BPO opp?-beyond the BPO
Actually am for the idea...and understand perfectly well the front-end (customer-focus) capability the local BPO (call center) would offer these utilities. However, the moral of my story was that an efficient front-end would be quickly be frustrated by an in-efficient and sometimes non-existent back-end (supplier of services). In other words, all our BPO strategies must recognise our inadequacies precisely in some of the services u mention (the value chain) and ugrade them accordingly...preferably before the famous fiber-cables hit our shores. I think it was KenCall or another local BPO that said how their Operational Expenditure is increased simply because they have to meet the extra cost of security(guards), transport(taxi) and power (generators) - thinks that investors in other economies rarely bother to think about. walu. --- Michuki Mwangi <michuki@kenic.or.ke> wrote:
Walu,
In addition, its not just about reporting crime. How about domestic accidents and incidents that require either ambulances, directions on first aid/CPR to save a life, fire brigade services etc.
In essence, i dont think all functions of the 'emergency services' should be crippled based on the 'non-responsive' nature of one supporting element (i.e police).
Just an opinion.
Regards,
Michuki,
the problem with our 999 is complex. Apart from the fact that it rarely works (goes thro), i suspect that if it did go thro' it may not make a difference.
Imagine u r being attacked by Mungikis at your residence, u pick up your phone, dial 999 or 911 and the local BPO provider efficiently links to your nearest police station.
Its only early evening (8.30pm) and you feel lucky as
Policeman at the other end picks up the phone...but
John Walubengo wrote: the then
you realise your luck is out because he says, he has no fuel and/or a car to bring his 'mboys' to your rescue...u suddenly realise your problem was much bigger than the BPO - local or otherwise.
walu.
--- Michuki Mwangi <michuki@kenic.or.ke> wrote:
There has always been complains and concerns raised on the emergency service numbers 999. As a result, the enterprising Kenyan's amongst us have opted to provide similar emergency numbers that come at a fee to its subscribers i.e the 911 service.
On the other hand, we are seeking to provide BPO for multi-nationals and others at significant investment costs. While i support the initiative and its opportunities, i believe we also need to review the local opportunities for outsourcing that may come with a less 'investment price tag'. With this in mind is the 999 service which is a national service to 32M plus Kenyans ... that would probably be the largest call center.
If this was to work am would be certain most of the other call center requiring service providers would follow suit.
Regards,
-- Michuki Mwangi KENIC
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John Walubengo wrote:
In other words, all our BPO strategies must recognise our inadequacies precisely in some of the services u mention (the value chain) and ugrade them accordingly
What i would be pleased to see is a way of monetizing the services that emanate from the front end. Thats the only way the back end would upgrade itself through investment. The only way it will be successful is if there is a business case. IMHO the key is volume which is equal to the Kenyan population that can dial 999 from any telephone. The simple opinion of it that for each 999 call made (prank or not), a service provider who responds and attends to the call generates revenue - that would possibly make a business case worth considering. Just thinking out loud! :) Regards, -- Michuki Mwangi KENIC
Great BPO opportunity yes, but suppose that criminally untrained campusarian on night shift at this busy call centre retorts (to Walu at 2 am;-) "ah ha! ...you said you are calling from where exactly? How do the suspects look, you said they are carrying dangerous weapons? please elaborate..." Worse still, the BPO company belongs to rival economic tribe? => Privatised security Mama Mia! Perhaps trained policemen are more likely to zoom in on attackers equipped with "extra info" than civilian workers at the call centre? Efficiency model is superb, but maybe essential public services are best left to specialised persons? BTW, were police landlines fully restored? if not, who then will settle the BPO bills? Michuki, I like this one! --- Michuki Mwangi <michuki@kenic.or.ke> wrote:
John Walubengo wrote:
In other words, all our BPO strategies must
recognise our
inadequacies precisely in some of the services u mention (the value chain) and ugrade them accordingly
What i would be pleased to see is a way of monetizing the services that emanate from the front end. Thats the only way the back end would upgrade itself through investment.
The only way it will be successful is if there is a business case. IMHO the key is volume which is equal to the Kenyan population that can dial 999 from any telephone.
The simple opinion of it that for each 999 call made (prank or not), a service provider who responds and attends to the call generates revenue - that would possibly make a business case worth considering.
Just thinking out loud! :)
Regards,
-- Michuki Mwangi KENIC
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Alex Gakuru wrote:
Efficiency model is superb, but maybe essential public services are best left to specialised persons?
Simply put for such to work i would expect there be TOR's and this issues would have to be addressed to the BPO in a very precise manner. Specialization is profession hence the BPO would seek for professionals to do the work (even if it means he will pay the the police training dept to train its personnel). The important aspect is that the service is delivered. BTW,
were police landlines fully restored? if not, who then will settle the BPO bills?
There is no business model around this services - hence unless we pay more taxes it will always be as has been. There are many creative ways to generate extra revenues around this services that would stir additional revenues and make them sustainable. Off the top of my head, maybe its in place but the police force should have a commercial department that does a) Security training (Basic to advanced i.e evasive driving, self defense etc) b) Private Security details high and low level detail.(compete with KK security for jobs like providing security services to the US embassy) c) Forensics to other countries d) Fund raising initiatives - with giveaways stamps, police sourv's et al e) the list can go on and on .. I have nothing against the security companies but considering how successful they have been, it means that if the police force would share in a piece of that cake, there would be extra revenue to sustain some of the key critical services for the 'mwananchi'. Regards, -- Michuki Mwangi KENIC
yaikes! Not more taxes again. Because of green taxes less kids will have bread on the table from next month. --- Michuki Mwangi <michuki@kenic.or.ke> wrote:
hence unless we pay more taxes it will always be as has been.
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Mihuki, in as much it sounds like a good idea to get us off paying excessive taxes, i think the idea of police competing to provide security services is not a very good idea given other attendant issues, for a force accused of conniving with criminals, it may want to tread carefully before engaging in b usiness, we are the people who say that government should not engage in business, and even in this case, it should not, imagine if the police was to engage in some unfair business practices that some companies engage in, in order to undercut others? ofcourse police boses would say that it compromises their neutrality in case of any felony Michuki Mwangi <michuki@kenic.or.ke> wrote: Alex Gakuru wrote:
Efficiency model is superb, but maybe essential public services are best left to specialised persons?
Simply put for such to work i would expect there be TOR's and this issues would have to be addressed to the BPO in a very precise manner. Specialization is profession hence the BPO would seek for professionals to do the work (even if it means he will pay the the police training dept to train its personnel). The important aspect is that the service is delivered. BTW,
were police landlines fully restored? if not, who then will settle the BPO bills?
There is no business model around this services - hence unless we pay more taxes it will always be as has been. There are many creative ways to generate extra revenues around this services that would stir additional revenues and make them sustainable. Off the top of my head, maybe its in place but the police force should have a commercial department that does a) Security training (Basic to advanced i.e evasive driving, self defense etc) b) Private Security details high and low level detail.(compete with KK security for jobs like providing security services to the US embassy) c) Forensics to other countries d) Fund raising initiatives - with giveaways stamps, police sourv's et al e) the list can go on and on .. I have nothing against the security companies but considering how successful they have been, it means that if the police force would share in a piece of that cake, there would be extra revenue to sustain some of the key critical services for the 'mwananchi'. Regards, -- Michuki Mwangi KENIC _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: rebeccawanjiku@yahoo.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/rebeccawanjiku%40yahoo.... Tel. 254 720 318 925 blog:http://beckyit.blogspot.com/ --------------------------------- Fussy? Opinionated? Impossible to please? Perfect. Join Yahoo!'s user panel and lay it on us.
participants (4)
-
Alex Gakuru -
John Walubengo -
Michuki Mwangi -
Rebecca Wanjiku