Archive for June, 2011

Westpac shifts 50,000 inboxes to Microsoft

June 27th, 2011

Westpac’s Australian operations to consume Microsoft collaboration from Fujitsu data centre.

Westpac’s entire Australian operations are set to shift from an on-premise legacy mix of Lotus Notes, Novell GroupWise and Microsoft Exchange to a hosted Microsoft collaboration suite delivered as a service from a local Fujitsu data centre.

The migration, negotiated as part of Westpac’s renewal of an IT outsourcing agreement with incumbent supplier IBM, represents one of the largest software-as-a-service deals to be struck in Australia.

On Friday, Westpac Group technology executive Bob McKinnon revealed that the service would be delivered to staff across Westpac’s retail office, St George, BT Financial Services, BankSA, Bank of Melbourne, RAMS Home Loans, Westpac Business Banking and Westpac Institutional Banking.

Sources close to the deal told iTnews this represented some 50,000 inboxes. The bank’s staff would use Microsoft Exchange, Sharepoint, Lync Unified Communications (Instant Messaging and Live Meeting) as well as Mobile Device Manager.

McKinnon noted that Westpac was the first financial services organisation in the world to have such a large SaaS implementation around collaboration.

The sizeable deal replaces a mixed legacy at the Westpac Group’s various banking brands.

Westpac’s retail arm had been “locked in to a very old version of Lotus Notes for a very long time”, McKinnon said, while St George ran on Novell GroupWise and BT Financial Services used Microsoft Exchange.

McKinnon said it was “quite difficult to organise a meeting across every organisation” under the Westpac Group umbrella, as every diary was based on different technology.

He said Westpac showed interest in the cloud model and had plenty of options on the table.

A “number of service providers” had pitched a SaaS offering from offshore data centres, including a direct offer from Microsoft, which delivers the Business Productivity Online Suite (BPOS) from a data centre in Singapore.

Westpac declined these offers due to regulatory pressure around data sovereignty, he said.

“We had a major restriction,” he noted. “We could have bought from Microsoft who had a hosted service out of Singapore, but from a data sovereignty point of view, financial services providers can’t allow data to be offshore. You wouldn’t be surprised to know a lot of important data is held on email.”

Other providers had offered a hosted Exchange service onshore, but none were “doing it to scale”, he said.

Fujitsu provided “both the cheapest and most effective way” to move to SaaS, he said.

Fujitsu cloud computing executive Cameron McNaught said the deal was a “huge confidence booster for the [cloud computing] market” and had vindicated the company’s early investment in cloud computing.

“We deliberately invested in Australia ahead of the curve,” he said. “This infrastructure is owned by Fujitsu and was on the ground and available – this was built.”

McNaught confirmed that the Westpac Group had negotiated additional components on top of Fujitsu’s standard cloud computing terms.

Fujitsu’s standard offering allows for multitenant network access into its data centres. The Westpac deal allows for a dedicated compute environment, cryptologically separate data storage and a level of dedicated network access to meet Westpac’s security requirements.

Benefits from the scale of infrastructure built under the Westpac contract would “no doubt” flow onto other Fujitsu customers, McNaught said.

While the deal was genuinely “pay-as-you-go” – giving McKinnon’s team the flexibility to pay per seat and scale up and down as required – a base term was agreed between Westpac, Fujitsu and IBM that forms part of Westpac’s IT outsourcing deal with IBM.

IBM had been contracted to help integrate the Microsoft/Fujitsu SaaS solution with internal Westpac systems.

Source:http://www.itnews.com.au/News/261689,westpac-shifts-50000-inboxes-to-microsoft.aspx

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Xerox-HCL deal raises issues

June 27th, 2011

A lot of Xerox Corp. equipment is made for the company by Singapore electronics manufacturer Flextronics International.

Fuji Xerox, which is Xerox’s partnership with FujiFilm Holdings Corp., also produces equipment as well as technology.

And now HCL Technologies Ltd. of India will handle a sizable piece of research-and-development work previously done by Xerox engineers.

The five-year deal inked a week ago with HCL has Xerox expecting improved R&D and leaves hundreds of affected workers wondering what happens next to their jobs. Under the arrangement, HCL takes over some of Xerox’s technology engineering duties, and 600 Xerox engineers in North America and western Europe — including 250 in the Rochester area — are to become employees of HCL.

For Xerox, the deal is all about expanding its engineering capabilities, said Willem Appelo, president of the company’s Global Business and Services Group, pointing to HCL’s 15,000 engineers.

While Xerox said cost savings weren’t a prime motivator, “offshoring and outsourcing is becoming the watchword of the day” as companies cut costs to compete, said Rudy Hirschheim, a professor at Louisiana State University’s Ourso College of Business.

HCL has offices in 26 nations, posted sales of $2.7 billion in its most recent fiscal year, and employs about 73,000 people globally doing information technology work, business process outsourcing, and software and systems engineering.

Six thousand of those employees are in the United States, and 2,300 of those 6,000 are Americans, said HCL spokeswoman Avena Suri.

HCL said it’s typical for the compensation of employees it absorbs from client companies such as Xerox to remain close to what it had been. Still, experts say the fates of such workers are iffy.

Outsourcing companies, whether overseas like HCL or U.S.-based like Electronic Data Systems, make their money by having cheaper labor costs and greater efficiency than the companies that hire them, said Mary Lacity, University of Missouri professor of information systems.

The workers added from clients typically have a year or so where nothing substantially changes in their jobs, including where they’re based. “That gets the suppliers (in this case HCL) an opportunity to evaluate the workforce,” Lacity said.

“Some of the good talent is going to have a much better career. They’re going to be exposed to all different kinds of clients, get to travel more. The ones who can’t adapt will be gone.”

When asked about the prospects of the 600 Xeroxers, HCL America president Shami Khorana said the company wants to use their abilities first and foremost on work that will benefit Xerox, and then on future contracts with other customers.

“We need them,” Khorana said.

While the notion of outsourcing a company’s manufacturing dates back at least 50 years, it was Eastman Kodak Co.’s deal with IBM Corp. in the 1980s that marked a watershed moment of turning over functions such as IT to an outside party, said Hirschheim, the LSU professor.

“Now even the oil companies are handing over exploration to third-party providers,” he said. “A lot of companies are turning over R&D to China.”

R&D has long been a cornerstone of Xerox’s technology efforts, with the company frequently trumpeting the number of patents it’s awarded each year.

“Innovation is core to Xerox,” Appelo said. “We expect HCL to increase that, to get more innovation out than we have so far.”

Discoveries by HCL engineers belong to its clients, Khorana said. “Our business model has no intention of keeping any patents for ourselves,” he said.

Outsourcing isn’t necessarily a bad word in Rochester. Major locally-based companies such as Paychex Inc. and Sutherland Global Services specialize in handling various functions for other companies.

While parts of business process outsourcing slowed during the global recession, the market is again increasing, Missouri’s Lacity said.

“If you look at Fortune 500 companies, they’ve got about $1.2 trillion of back-office spending … and outsourced $80 billion of that. That will tell you how much growth opportunity we have in there.”

Source:http://www.democratandchronicle.com/article/20110626/BUSINESS/106260314/Xerox-HCL-deal-raises-issues?odyssey=tab|topnews|text|Business

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Outsourcing golf course maintenance could be just first step for Sacramento

June 24th, 2011

For 23 years Frank Acosta has tended the grass on Sacramento’s public golf courses. He earns about $60,000 a year, plus a city pension and health benefits.

It’s a good living, but it’s one that officials say the city can no longer afford. As part of their effort to cut costs and plug a $39 million budget deficit, the Sacramento City Council voted last month to outsource maintenance jobs at city-owned golf courses.
If finalized this fall, the move will result in 38 city workers losing their jobs, but will save the city an estimated $500,000 a year, according to city budget officials.

“I sit at home and think, ‘Man, I have to look for another job after 23 years,’ ” Acosta said. “I never thought of that, but I guess I should have.”

The agreement would mark the first time the city has laid off workers to hire a private contractor, according to labor union officials.

It was a decision watched closely by many.

There was a sense among city officials that golf maintenance would serve as a good barometer of the City Council’s appetite for contracting out jobs historically held by public employees. If the council wouldn’t outsource a service for a so-called elite sport, there was no sense trying to expand the concept.

But now that the council has approved the move, city officials say privately that it could open the door to other contract proposals. Solid waste collection and park maintenance could be next.

That has the city’s labor unions concerned.

“We’re all nervous, and we should be,” said Marcia Mooney, a business representative with Local 39, City Hall’s largest labor union. “Private contractors are not in it to be nonprofits. Eventually they will have to raise their fees, and the city is at the mercy of that contract.”

Political patronage

With budget deficits dogging cities across California and the nation, more are trying to save money by hiring private companies to perform work traditionally done by public employees. While many local governments already outsource garbage collection and water treatment, more are looking at expanding the concept.
Budget officials argue that contracting with private firms greatly reduces labor costs and, in some cases, can increase the quality of services by using expert firms.

But opponents of outsourcing have argued it leads to the loss of expertise and opens the door to political patronage, where elected officials grant lucrative work contracts to large donors.

Voters in San Diego overwhelmingly passed a proposition in 2006 that gave the city broader outsourcing authority. Also in Southern California, the Orange County city of Costa Mesa made headlines this spring with its plan to outsource much of its workforce.

The Bay Area city of San Carlos approved a wave of private contracts last year, including parks maintenance and payroll services. The city will save $550,000 because of the moves, said Jeff Maltbie, the city manager.

“If we just continued to cut the budget in traditional ways, we were going to watch our services disappear,” Maltbie said.

Barbara Bonebrake, director of Sacramento’s Convention, Culture & Leisure Department, said plummeting golf course revenue drove the decision to outsource maintenance jobs. With revenue falling, the city’s general fund – which pays for police, firefighters and parks – was on the hook to subsidize golf operations to the tune of $500,000 this year, she said.

A private contractor already handles other daily duties at city courses. Expanding the contract should “stabilize the system,” Bonebrake said.

Labor officials say they doubt outsourcing will save the city money; an audit will explore the situation this fall.

For Megan Crose, Acosta and Jose Ruiz – who have more than 65 years combined experience maintaining the city’s golf courses – losing their jobs will likely mean significant cuts to their benefits.

On a recent morning at Bing Maloney Golf Course, the three argued that their experience in caring for the course – a living, breathing thing – is invaluable. And they worry about the future.

“It seems they’ve given up on us,” Ruiz said of the city.

Report backs outsourcing

Sacramento already contracts out some other services, albeit on a smaller scale. Streetscape maintenance, some off-street parking and a portion of street and alley maintenance is handled by private companies.
A third-party review of the city’s finances and operations last year recommended that City Hall explore contracting out several services “even if strongly opposed by some stakeholders.” Services highlighted in that report included parks maintenance, management of the city’s vehicle fleet and operation of the Convention Center, Old Sacramento, the marina and the zoo.

Downtown business interests have also approached the city manager’s office with the idea of handling services in the downtown core.
In a May 25 letter to city officials, Michael Ault, the executive director of the Downtown Sacramento Partnership, asked to discuss the possibility of his organization taking on some services, such as security, garbage collection and parks maintenance. Ault’s goal, he wrote, is to enhance “service levels currently threatened by the city’s budget deficit” and to protect public and private investment downtown.

“We believe there may be several municipal functions that can be provided by DSP at a lower cost than currently being incurred by the city of Sacramento without a reduction in service levels,” Ault wrote.

Political support for outsourcing at City Hall is mixed. Many members of the City Council are closely aligned with labor unions and, as a result, could be reluctant to enter into larger contracts that cut into union-represented workers. At a May council meeting during which the golf contract was approved, Councilwoman Sandy Sheedy said outsourcing “is not always what it seems to be.”

“I want to see how much we’re going to save,” she said. “I’m not sure we can contract out everything just to fix the budget.”

While stopping short of saying he supports the idea, Mayor Kevin Johnson’s office said he is open to exploring private firms taking on a bigger load.

“There are a number of cities having success with contract services, and we may or may not be one in the future,” said R.E. Graswich, the mayor’s special assistant. “Given the dilemma we face with our budget, we would be doing the public a disservice if we didn’t take a look at it.”

Source:http://www.sacbee.com/2011/06/24/3724148/outsourcing-golf-course-maintenance.html

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The Internet Group Confirms Gold Membership of the Service Desk Institute (SDI)

June 24th, 2011

The Internet Group, the London IT management and IT outsourcing specialist, has announced that it is now a Service Desk Institute (SDI) Gold Member.

Having been awarded a coveted three star rating by the SDI for its service desk earlier this year for open and direct communication with clients as well high levels of customer satisfaction, Gold Membership status further confirms The Internet Group’s commitment to best practice service desk support.

Adam Maurice, managing director of The Internet Group said, “We firmly believe in the framework and methodology that the SDI represent, and since we have introduced these into our business, we have seen the client experience get better and better.” Connecting service desk professionals across a network of countries, SDI Gold Membership allows The Internet Group’s own service desk team further access to the very latest industry intelligence, thought leadership seminars, events and research.

Keeping service desk technicians abreast of service desk developments from a global perspective, SDI Gold membership is also a hallmark of a service desk committed to achieving a consistently high level of customer satisfaction.

Having maintained a three star SDI accreditation for two consecutive years, The Internet Group’s London-based service desk provides 24-hour incident resolution with an average response time of just 12 minutes. Proving an expert single point of contact, The Internet Group’s service desk facilitates incident management, service request management, change management and problem management for end users.

All of The Internet Group’s IT management services are based on the internationally recognised ITIL v3 and SDI frameworks.

Tel: 0800 094 9001 opt 6 or email rebecca@applejupp.com About The Internet Group: The Internet Group is a multi-award winning specialist provider of managed IT services to UK and International businesses. The company provides a complete range of IT solutions – from remote support and additional resource, through to a fully outsourced solution – to help its customers ensure operational excellence at all times. Through its team of highly skilled engineers, consultants, procurement officers and project managers, The Internet Group provides clients with a solution tailored to their individual business needs, helping to turn IT from an overhead into an asset.

By utilising the best practice frameworks of ITIL and through its work with the SDI and adoption of their standards based accreditation programme, The Internet Group provides a high level of service management. As a result, the company was awarded a 3 star SDI accreditation in November 2009, in recognition of its customer-led approach to IT support. To reinforce this accreditation in June 2010 The Internet Group won SDI’s IT Service Excellence Supplier of the Year award (as nominated by their clients) and IT Service Excellence Professional of the Year award.

The Internet Group has also been recognised by Computer Weekly as the Best Place to Work in IT (2008) and included in the Deloitte Technology Fast 500 (2008), due to its exceptional business growth. The company works with clients across a range of industry sectors, including professional services, recruitment, retail and manufacturing.

Source:http://www.tmcnet.com/usubmit/2011/06/24/5595748.htm

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HR split on value of outsourcing

June 24th, 2011

HR professionals are divided on the value of outsourcing parts of the function, with little consensus on its advantages or otherwise, a People Management mini-survey has found.

While a quarter of respondents (24 per cent) said that the tough economic environment had made their organisation more likely to decide to outsource, 19 per cent said that it had the opposite effect and they were now more likely to retain HR capability in-house. Asked whether the public sector in particular should consider more outsourcing, the numbers agreeing or strongly agreeing (38 per cent) were matched by those opposed to the suggestion (42 per cent).

Practitioners with experience of HR outsourcing were somewhat more likely to say that the experience had turned them off similar deals in future (27 per cent) compared to the proportion who said that it had made them more likely (16 per cent). However, more than half (57 per cent) said that their experiences would not sway them one way or the other when it came to possible outsourcing decisions in future.

However, HR people were resistant to the idea of services being provided offshore, with 68 per cent disagreeing or strongly disagreeing with the principle of HR functions being offshored. Only 13 per cent had a positive view of offshoring.

“Despite the traditional link between outsourcing and cutting costs, there is a surprisingly broad range of opinion about whether outsourcing parts of the HR function is the right step in these straitened times,” said People Management’s news editor James Brockett. “This could indicate that HR professionals are becoming savvier consumers of outsourcing, not willing to rush into deals or take a generalised view that putting services out or keeping them in-house is always better or cheaper. Our mini-survey merely highlights that decisions of this kind must always depend on the organisational context and that one size does not fit all.”

Source:http://www.peoplemanagement.co.uk/pm/articles/2011/06/hr-split-on-value-of-outsourcing.htm

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Swiss bank UBS axes 500 IT jobs in outsourcing drive to cut costs

June 24th, 2011

UBS plans to streamline its IT department as well as outsourcing its in-house technical IT user support services in Switzerland to IT services firm Cognizant to help cut costs.

A spokesman for the Swiss bank confirmed 500 jobs would be cut worldwide as part of a cost-management exercise. A total of 200 technical jobs will be axed in Switzerland with another 300 jobs to be cut in other worldwide locations.

UBS were unable to confirm if any UK-based IT jobs would be affected.

UBS said: “Over the past few months, UBS has reviewed its entire global IT organisation with the aim of creating leaner structures, increasing efficiency and agility and cutting costs.”

“Cost management and increased efficiency are top priorities for the entire UBS firm. For this reason UBS regularly reviews internal processes in order to improve efficiency and optimise costs; this includes outsourcing and offshoring options,” UBS added.

UBS said about 90 roles of job reductions in Switzerland are related to the transfer of technical support services to Cognizant. The job cuts account for 5.5% of the Swiss bank’s 8,700-strong IT workforce worldwide.

Other financial institutions have been forced to slash IT jobs in recent months as part of cost cutting efforts.

Source:http://www.computerweekly.com/Articles/2011/06/23/247094/Swiss-bank-UBS-axes-500-IT-jobs-in-outsourcing-drive-to-cut.htm

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IT outsourcing could be boosted by hiring London firms

June 24th, 2011

Breaking news from ihotdesk, delivering IT Support and IT Outsourcing in London

Posted by Jessie Richards

IT outsourcing in the capital could be boosted by the news that London-based firms are starting to hire as normal again, with fewer businesses making redundancies when compared with six months ago.

The latest CBI/KPMG London Business Survey highlighted that nearly 60 per cent are now hiring like they used to, compared to 45 per cent who were doing so six months ago.

Furthermore, 51 per cent of London companies are optimistic about their future over the next six months, and this figure rises to 57 per cent for small and medium sized enterprises.

Sara Parker, London regional director of CBI, said: “It’s great news to see that more London firms are hiring as normal and redundancies have fallen. Many businesses are planning to expand, but this optimism is clearly tempered by uncertainty about the economy.”

Recently, firms looking at IT outsourcing were told by a report from Viewpoint that forward planning is an essential ingredient to success.

Source:http://www.ihotdesk.com/article/800590912/IT-outsourcing-could-be-boosted-by-hiring-London-firms

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