Archive for October, 2009

Governor Joe Manchin Dedicates New Customer Services Center for Mountaineer Gas and NCO in Charleston

October 22nd, 2009

NCO Group, Inc. (”NCO”), a leader in business process outsourcing solutions, has officially opened a new call
center at a ribbon cutting ceremony on October 21st at 10 am, in Charleston, West Virginia, for Mountaineer Gas Company (”Mountaineer Gas”).

The Customer Service Center represents the first expansion of NCO into West Virginia. The Customer Services Center will initially employ 50 workers.

Once the planned expansion of the workforce occurs with other business, NCO expects to employ 125 workers and have the potential to accommodate 200 employees for additional expansion.

The initial new hires will handle projects such as customer care support and services for Mountaineer Gas. The State of West Virginia, through its “Workforce West Virginia” program was instrumental in assisting Mountaineer Gas and NCO, by committing $40,000 to this project.

“We are very pleased that NCO and Mountaineer Gas have shown their confidence in West Virginia by making a significant investment in the new facility and, most importantly, in new jobs,” said The Honorable Joe Manchin, III, Governor of the State of West Virginia. “Today’s announcement continues to demonstrate that West Virginia is an attractive place to do business in these tough economic times and that our state is continuing to grow. West Virginia
remains one of just a few states with a solid financial status and that stability is an advantage for companies like NCO and Mountaineer Gas in making choices about where new jobs will be created.”

“It is an exciting day for Mountaineer Gas and its partner NCO to be able to announce the location of a major new Customer Service Center and to bring new jobs to Charleston,” said Tom Taylor, President of Mountaineer Gas Company.

“We are committed to the continued growth of Mountaineer Gas in West Virginia and we’ve been proud to have a positive and supportive partner in Governor Manchin and his Development Office to continue the growth of providing safe
reliable and cost efficient natural gas to over 220,000 West Virginia customers.”

“NCO is excited to be expanding our network of call center agents into West Virginia,” said Jay King, Senior Vice President of Operations at NCO. “The Charleston community is an outstanding labor market, and we look forward to
working with Mountaineer Gas and the Governor’s Economic Office to make our presence in West Virginia a success.”

About NCO

NCO is an industry leader in providing clients with business process outsourcing (BPO) solutions. NCO’s outsourcing portfolio includes accounts receivable management, customer management services and back-office services for a diversified customer base. NCO operates a global network of over 100 operations centers running on a centralized data platform with the flexibility to respond to a rapidly changing marketplace and to scale operations to meet client specifications. Qualified applicants wishing to apply for employment with NCO should visit www.ncogroup.com.

About Mountaineer Gas

Mountaineer Gas Company serves approximately 226,000 customers, and is the largest natural gas distribution company in West Virginia. Its service territory covers 48 West Virginia counties and services over 64 percent of gas
distribution customers in West Virginia.

Source : http://www.reuters.com/article/pressRelease/idUS235227+21-Oct-2009+PRN20091021

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Talent Alliance Exhibiting This Fall at Onrec on November 3 & 4

October 22nd, 2009

As more companies enforce across-the-board pay cuts and unpaid furloughs, a rising tide of IT professionals is seeing its annual compensation decline and must decide whether to switch employers as a result.

Among the companies that have instituted broad pay cuts this year are National Public Radio, the New York Times, Nucor and the Georgia State government. These organizations are slashing the pay of even their most in-demand IT staff, such as Web developers, information security specialists, enterprise resource planning gurus and IT architects.

Some IT professionals jump ship immediately after their pay is cut.

For example, one Indiana firm eliminated annual bonuses at the end of 2008 for all of its employees, including the IT staff. A few months later, all employees making more than $90,000 saw their salaries cut by 10%, which impacted two IT managers. Both IT managers left the firm within a few months of the10% pay cut, a knowledgeable source said.

IDG, the parent company of Network World, instituted across-the-board pay cuts of 10% in May. Rob Rebecchi, Manager of Technology Support Services for IDG, says his group of five analysts, who handle tech support calls for the Framingham, Mass., publishing firm, was affected by the pay cut.

“I’ve lost one junior analyst since then,” Rebecchi says. “All the IT groups in IDG were affected by the pay cuts, and there have been some [staffing] changes in each group as a result.”

Overall, IT pay and perks continues to shrink in 2009. A Janco Associates survey released in June found that total compensation for IT professionals fell an average of 19% between January 2008 and June 2009.

Companies must include IT workers in their across-the-board pay cuts, argues Sarah Mitchell, associate director of The Alexander Group, a San Francisco recruiting firm. The Alexander Group has instituted salary cuts for everyone, including IT staff. No one has left the firm as a result of the pay cuts, she says.

“To exclude one group would be a really bad idea because of morale issues,” Mitchell says. “If you have to do it, you have to do it across-the-board. You can’t release anyone from the pay cut.”

Mitchell recommends that companies who cut the pay of in-demand IT professionals respond by offering training opportunities and new responsibilities.

“It’s a cost/benefit analysis,” Mitchell says, adding that instituting a 5% pay cut is huge boon to a company’s bottom line. “You’re going to risk losing people, but it’s worth the risk because of the broader morale drop you would see if different groups of employees were treated differently.”

Another suggestion from Mitchell: “Commit to your team that you will make up the pay eventually or try to get them whole by a certain point in time.”

Cutting the pay of IT professionals is risky, agrees David Foote, CEO of Foote Partners, an IT compensation research firm in Vero Beach, Fla.

“I’ve heard of it, but it’s not widespread,” Foote says. “Retention is a huge problem in IT, and [companies] need to start realizing that. If you make across-the-board pay cuts, the best people will leave.”

Foote says that layoffs are more common than pay cuts for IT professionals.

“What companies are doing is firing people and putting the work on the backs of other people,” Foote says. “We see a lot of highly paid but burned out people in IT.”

Foote says IT department pay cuts are more common in small and midsized firms where employees have an equity stake in the business.

“My advice to CIOs is — without a doubt — don’t cut pay unless you’re a small company and you have other avenues of rewarding employees,” Foote says.

Some organizations are instituting pay cuts in the form of unpaid furloughs. National Public Radio is requiring all of its employees to take five days of unpaid leave, which equates to a 2% pay cut. Of NPR’s 840 employees, 72 are IT professionals, including 45 in Information Services, 17 in Distribution and 10 in Digital Media.

NPR spokeswoman Danielle Deabler says all of the steps that NPR has taken to limit employee compensation – including eliminating NPR’s contributions to retirement accounts, eliminating its “flex” credit, implementing the five-day furlough, changing three NPR-paid holidays into unpaid holidays, and eliminating pay increases for 2010 — apply to all of its union and non-union employees, including IT staff.

Dennis Haarsager, NPR’s senior vice president for systems resources and technology, apparently fared worse.

“While employees [faced] these cuts effective May 1, these cuts were already implemented with NPR leadership at the VP level or above effective April 1,” Deabler says. “Additionally, NPR leadership did not receive the annual increases given to staff in January 2009 and [worked] the final two weeks of fiscal year 2009 without pay.”

The Georgia Technology Authority, which is responsible for IT infrastructure and managed network services for all state government agencies, was required by the state to institute three furlough days for its employees, which equates to a 1% pay cut. No one has left the agency since the furloughs began, says Michael Clark, Director of GTA’s Office of Communications.

“We’ve already had one furlough day – the Friday before Labor Day – and we have two more scheduled: the Wednesday before Thanksgiving and the Wednesday before Christmas,” Clark says. “You don’t come to work, and you don’t get paid for that day. You cannot take it as a vacation. It helps cut the state budget because you come off the payroll.”

Clark says GTA’s 170 employees have not complained about the furloughs, which affected everyone including Georgia’s CIO Patrick Moore.

“I haven’t heard any griping about the furloughs,” Clark says. “People understand what’s going on in the economy. State revenues have declined. What I’m hearing from people is that they don’t mind taking a furlough day if it means no more layoffs.”

GTA has shrunk from a staff of 550 to 170 employees in recent months, because of the elimination of several functions including project management as well as the award of two major outsourcing contracts. On April 1, GTA transferred 291 employees to IBM as part of a 10-year, $873 million IT infrastructure services deal struck last year. On May 1, GTA transferred 33 employees to AT&T as part of a five-year, $346 million managed network services deal.

With all the cuts, GTA has retained its expertise in service management, information security, IT standards and IT policy setting.

Clark doesn’t think the furloughs will affect GTA’s ability to retain top IT talent, which is always a challenge for state and local government agencies. No furloughs are scheduled for 2010.

“We only got three furlough days, and when the economy turns around the state revenues will come back and the pressure for the furloughs will no longer be there,” Clark says. “So far it has not had an impact on our ability to get the work done.”

Source : http://news.idg.no/cw/art.cfm?id=786F3D34-1A64-6A71-CE3E406B667D0F0E

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New Virus Targets Facebook, MySpace and Twitter Users

October 22nd, 2009

Facebook isn’t just a place to hook up with ex-girlfriends from high school anymore. Companies large and small are now using it for networking and legitimate business tasks. Unfortunately, it can also be a place to hook your company’s network up with some nasty viruses.

“Koobface, the latest virus, spreads by sending links to your friends with text like ‘I can’t believe it’s you in this video!’” said Chip Reaves, global director of Computer Troubleshooters (www.comptroub.com), the largest international network of outsourced IT providers that offers onsite computer services to small businesses. “Koobface infects your computer in multiple ways with these creative lures that encourage people to click on the infected links. It’s pretty insidious.”

According to research firm Trend Micro, Koobface is designed to use you and your computer in different malicious ways. Reaves suggests these tips to protect your office network:

– Anti-virus, Anti-spyware
Every computer user on the Internet needs professional, up-to-date protection software. This should at a minimum include both anti-virus and anti-spyware support (some free packages do not include anti-spyware), and ideally should also include a link scanner component to minimize the risk of visiting websites which are known to be infected.

– Claim your name, Check your fame
If you are using social networking sites such as Twitter or Facebook, do periodic searches for yourself. This is especially helpful with small businesses to see what people are saying about you, but if you’re infected you may find updates from yourself — which you never sent.

– Use a 3rd party Twitter application or your phone
Third party applications such as Tweekdeck or Twhirl can help block certain exploits that would otherwise infect you from the Twitter website.

– Ask to Include Social Media protection in your IT Management Plan Many small businesses and home users today are outsourcing all their computer management to a local computer service provider through what’s called a Managed Services plan. Ask your local Computer Troubleshooter or other service provider to include social media protection in your computer management plan.

About Computer Troubleshooters

Computer Troubleshooters is the largest international network of franchise owners providing onsite computer services to small businesses. Computer Troubleshooters now has more than 475 franchises worldwide in more than 20 countries.

Source : http://au.sys-con.com/node/1153785

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IT pay cuts: Are you next?

October 22nd, 2009

As more companies enforce across-the-board pay cuts and unpaid furloughs, a rising tide of IT professionals is seeing its annual compensation decline and must decide whether to switch employers as a result.

Among the companies that have instituted broad pay cuts this year are National Public Radio, the New York Times, Nucor and the Georgia State government. These organizations are slashing the pay of even their most in-demand IT staff, such as Web developers, information security specialists, enterprise resource planning gurus and IT architects.

Some IT professionals jump ship immediately after their pay is cut.

For example, one Indiana firm eliminated annual bonuses at the end of 2008 for all of its employees, including the IT staff. A few months later, all employees making more than $90,000 saw their salaries cut by 10%, which impacted two IT managers. Both IT managers left the firm within a few months of the10% pay cut, a knowledgeable source said.

IDG, the parent company of Network World, instituted across-the-board pay cuts of 10% in May. Rob Rebecchi, Manager of Technology Support Services for IDG, says his group of five analysts, who handle tech support calls for the Framingham, Mass., publishing firm, was affected by the pay cut.

“I’ve lost one junior analyst since then,” Rebecchi says. “All the IT groups in IDG were affected by the pay cuts, and there have been some [staffing] changes in each group as a result.”

Overall, IT pay and perks continues to shrink in 2009. A Janco Associates survey released in June found that total compensation for IT professionals fell an average of 19% between January 2008 and June 2009.

Companies must include IT workers in their across-the-board pay cuts, argues Sarah Mitchell, associate director of The Alexander Group, a San Francisco recruiting firm. The Alexander Group has instituted salary cuts for everyone, including IT staff. No one has left the firm as a result of the pay cuts, she says.

“To exclude one group would be a really bad idea because of morale issues,” Mitchell says. “If you have to do it, you have to do it across-the-board. You can’t release anyone from the pay cut.”

Mitchell recommends that companies who cut the pay of in-demand IT professionals respond by offering training opportunities and new responsibilities.

“It’s a cost/benefit analysis,” Mitchell says, adding that instituting a 5% pay cut is huge boon to a company’s bottom line. “You’re going to risk losing people, but it’s worth the risk because of the broader morale drop you would see if different groups of employees were treated differently.”

Another suggestion from Mitchell: “Commit to your team that you will make up the pay eventually or try to get them whole by a certain point in time.”

Cutting the pay of IT professionals is risky, agrees David Foote, CEO of Foote Partners, an IT compensation research firm in Vero Beach, Fla.

“I’ve heard of it, but it’s not widespread,” Foote says. “Retention is a huge problem in IT, and [companies] need to start realizing that. If you make across-the-board pay cuts, the best people will leave.”

Foote says that layoffs are more common than pay cuts for IT professionals.

“What companies are doing is firing people and putting the work on the backs of other people,” Foote says. “We see a lot of highly paid but burned out people in IT.”

Foote says IT department pay cuts are more common in small and midsized firms where employees have an equity stake in the business.

“My advice to CIOs is — without a doubt — don’t cut pay unless you’re a small company and you have other avenues of rewarding employees,” Foote says.

Some organizations are instituting pay cuts in the form of unpaid furloughs. National Public Radio is requiring all of its employees to take five days of unpaid leave, which equates to a 2% pay cut. Of NPR’s 840 employees, 72 are IT professionals, including 45 in Information Services, 17 in Distribution and 10 in Digital Media.

NPR spokeswoman Danielle Deabler says all of the steps that NPR has taken to limit employee compensation – including eliminating NPR’s contributions to retirement accounts, eliminating its “flex” credit, implementing the five-day furlough, changing three NPR-paid holidays into unpaid holidays, and eliminating pay increases for 2010 — apply to all of its union and non-union employees, including IT staff.

Dennis Haarsager, NPR’s senior vice president for systems resources and technology, apparently fared worse.

“While employees [faced] these cuts effective May 1, these cuts were already implemented with NPR leadership at the VP level or above effective April 1,” Deabler says. “Additionally, NPR leadership did not receive the annual increases given to staff in January 2009 and [worked] the final two weeks of fiscal year 2009 without pay.”

The Georgia Technology Authority, which is responsible for IT infrastructure and managed network services for all state government agencies, was required by the state to institute three furlough days for its employees, which equates to a 1% pay cut. No one has left the agency since the furloughs began, says Michael Clark, Director of GTA’s Office of Communications.

“We’ve already had one furlough day – the Friday before Labor Day – and we have two more scheduled: the Wednesday before Thanksgiving and the Wednesday before Christmas,” Clark says. “You don’t come to work, and you don’t get paid for that day. You cannot take it as a vacation. It helps cut the state budget because you come off the payroll.”

Clark says GTA’s 170 employees have not complained about the furloughs, which affected everyone including Georgia’s CIO Patrick Moore.

“I haven’t heard any griping about the furloughs,” Clark says. “People understand what’s going on in the economy. State revenues have declined. What I’m hearing from people is that they don’t mind taking a furlough day if it means no more layoffs.”

GTA has shrunk from a staff of 550 to 170 employees in recent months, because of the elimination of several functions including project management as well as the award of two major outsourcing contracts. On April 1, GTA transferred 291 employees to IBM as part of a 10-year, $873 million IT infrastructure services deal struck last year. On May 1, GTA transferred 33 employees to AT&T as part of a five-year, $346 million managed network services deal.

With all the cuts, GTA has retained its expertise in service management, information security, IT standards and IT policy setting.

Clark doesn’t think the furloughs will affect GTA’s ability to retain top IT talent, which is always a challenge for state and local government agencies. No furloughs are scheduled for 2010.

“We only got three furlough days, and when the economy turns around the state revenues will come back and the pressure for the furloughs will no longer be there,” Clark says. “So far it has not had an impact on our ability to get the work done.”

Source : http://news.idg.no/cw/art.cfm?id=786F3D34-1A64-6A71-CE3E406B667D0F0E

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Too many holidays raising BPO firms’ costs

October 22nd, 2009

More than the uncertainty of the upcoming elections and the weakening dollar, business process outsourcing industry players in the country are concerned about Malacañang’s penchant for long weekends as this affect their business costs.

Business Processing Association of the Philippines president and chief executive Oscar Sanez said the industry’s cost of doing business remained high, and this was exacerbated by the many holidays that required companies to pay their employees extra.

“It’s good that (Malacañang) gives us a list of the holidays in advance as this gives companies a chance to include these extras into their planning. It’s the unannounced holidays that we’re concerned about,” he said in an interview.

BPAP external relations director Martin Crisostomo said it would greatly help the industry if Malacañang could give them reprieve from paying extra every time there was an unplanned holiday.

For example, he said the BPO sector was exempted from giving holiday pay to their employees last month when President Macapagal-Arryo declared the funeral of Iglesia ni Cristo head Eraño Manalo a nonworking holiday.

He said that it was not that the industry did not want to pay their employees extra. It was just that too many holidays significantly increased BPO firms’ costs, as they were highly “employee-intensive.”

Malacañang has declared two long weekends in November: Nov. 1-2 in observance of All Saints’ Day and All Souls’ Day, and Nov. 27-28 in observance of Eid’l Adha, or the Feast of Sacrifice, a Muslim holiday observed after the hajj or the annual pilgrimage to Mecca.

Nov. 30, the Monday after, is Bonifacio Day, a regular nonworking holiday.

Source : http://business.inquirer.net/money/topstories/view/20091021-231517/Too-many-holidays-raising-BPO-firms-costs

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Economics and Technology is Driving Telstra Split

October 22nd, 2009

Summary
Should Telstra split into two businesses: network and services respectively? The answer might be found in India.
Countries like India that need to drive costs down so that they can offer services to customers on very low incomes are leading the trend. Soon the rest of the World will be forced to follow.

Telstra should look to the future and not to its monopolistic past.
Analysis
The fundamental issue is: why should Telstra split itself into two businesses: network and services respectively? Surprisingly, the answer might be found in India.
A recent review of the trends of telecoms around the World in the Economist, pointed out that much of the innovation in telecoms is coming from India.

The need to recruit customers from among the 3 billion un-served possible subscribers in the developing world is driving tariffs charged for telecoms services to levels that are uneconomic for traditional telecoms operators in industrial economies.

Efficiency in any industry is driven by efficient investment in infrastructure and by prices that are determined by market competition.

Competition to serve low income subscribers is forcing prices down. To cut costs, many companies in the developing world are outsourcing the management and operation of their networks.

A telecoms company has at its core a network of cables, fibres, trenches and towers that is expensive to reproduce. On this technology platform it offers customer services.

In the days when voice was king and transmission was by circuit switched networks, the ownership of a network gave the operator of the customer services business the opportunity to defend its services operation by anticompetitive denial of access to its network.

This monopolistic attitude was reinforced by monopolistic regulatory regimes that forced new entrant to reproduce existing networks.

Traditional regulation made as much sense as telling new entrants to the road transport sector to “build your own road.” The result is inefficient investment with 5-10 fibre optic cables run alongside each other when each one could carry all the traffic.

A recent study suggests that in Europe alone €123 billion could be saved by sharing infrastructure.

New technologies, in particular the creation of digital platforms for a whole range of services are driving change. Today telecoms, is all about data traffic, using internet protocols. Like the internet, it no longer means that the company you pay will deliver your data or call.

The advantage gained by defending service provision from competition by the exclusive use of infrastructure is simultaneously being destroyed by technical obsolescence and by the need to reduce costs.

Companies that specialise in network management will compete to gain outsourcing contracts. The will compete to ensure the most efficient possible investment takes place. Competition among services providers will ensure ongoing downward pressure on retail prices. It will be only a short time before ownership is outsourced as well.

Countries like India that need to drive costs down so that they can offer services to customers on very low incomes are leading the trend. Soon the rest of the World will be forced to follow.

Provided regulators enforce open access to outsourced networks, they will ensure competition. If cross ownership of networks and services becomes as much of a no-no as cross ownership of highways and trucks, it is to be hoped that they will quickly work themselves out of a job.

Telstra should look to the future and just as BT and Telecom New Zealand have done, prepare for the future as a services company using open access networks managed by specialist network managers.

Source : http://www.glgroup.com/News/Economics-and-Technology-is-Driving-Telstra-Split-44300.html

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Stanley Announces $23 Million Task Order Award to Provide Web Content Filtering for DISA

October 22nd, 2009

Stanley, Inc. (NYSE: SXE), a leading provider of systems integration and professional services to the U.S. federal government, today announced that it was awarded a five-year, firm-fixed-price task order valued at $23 million, if all options are exercised, by the Defense Information Systems Agency (DISA) under the company’s Encore II indefinite-delivery/indefinite-quantity prime contract.

“We look forward to providing our enterprise solution for operation across the Department of Defense, including the U.S. Army, Air Force, Marine Corps, Coast Guard, National Guard, Armed Forces Reserves and Combatant Commands,” said Randy Brooks, Stanley vice president. “Securing the web content for DISA is of utmost importance to enhancing the safety and security of the information sharing that is necessary for the warfighter in today’s environment.”
The Stanley team will provide services to support DISA’s enterprise IT policy and planning, product integration, security engineering certification and accreditation, operations support, hardware support, software support and managed services. Specifically, Stanley will provide DISA with an enterprise web content filtering solution that maintains positive control of all content that traverses between the Internet and DISA’s non-secure Internet protocol router network (NIPRNet). It will also establish a defensive perimeter to protect web traffic and content that traverses the NIPRNet/Internet boundary, block malicious inbound content and outbound requests to malicious sites, centralize remote management and provide DISA with a robust set of management and reporting tools.
About Stanley
Stanley (NYSE: SXE) is a provider of information technology services and solutions to U.S. defense, intelligence and federal civilian government agencies. Stanley offers its customers systems integration solutions and expertise to support their mission-essential needs at any stage of program, product development or business lifecycle through five service areas: systems engineering, enterprise integration, operational support, business process outsourcing, and advanced engineering and technology. Headquartered in Arlington, Va., the company has approximately 4,800 employees at over 100 locations in the U.S. and worldwide. Stanley has been recognized by FORTUNE magazine as one of the “100 Best Companies to Work For” from 2007 through 2009.

Source : http://www.prnewswire.com/news-releases/stanley-announces-23-million-task-order-award-to-provide-web-content-filtering-for-disa-65157712.html

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