Posts Tagged ‘ICT’

IT spending loses ground

May 15th, 2013

Worldwide IT spending is projected to grow 4.9% this year, says global research firm International Data Corporation (IDC). This is down from the previous forecast of 5.5% growth and represents a slowdown from the 5.6% growth recorded in 2012.Outsourcing19

As a result, IT spending will reach $2.06 trillion in 2013. Including telecom services, ICT spending will increase by 4.5%, to $3.7 trillion, says the IDC. IT spending was slightly below expectations in the second half of 2012 and first quarter of 2013, the research company notes.

IDC explains that economic uncertainty surrounding the US government sequester, European debt crisis and weakening gross domestic production in China led to volatile spending patterns across most segments of the market, with many IT vendors reporting difficulty in closing deals at the end of the first quarter.

Emerging markets are still the engines of growth for global IT spending, with strong trends continuing in markets such as India and Brazil in recent months, says IDC. The weakest-performing geographies will be Western Europe and Japan, where slow economic growth is inhibiting IT spending, while the US market remains fragile in the context of political uncertainty.

The strength of the US dollar may continue to have an adverse impact on the reported revenues of US-based IT vendors, says IDC. In 2012, IT spending increased by just 2.9% in US dollars, a significant downturn from 9.5% US dollar growth in 2011. Based on average exchange rates in the first quarter, this year’s growth is on track to increase by 4.2% in US dollar terms, it says.
Shrinking PC sales

The reduction in IDC’s overall forecast for 2013 is largely driven by rapidly deteriorating PC shipments since the second half of 2012. According to the new report, IDC now expects PC spending to decline by 3% in constant currency this year, representing a third successive year of declining PC revenues.

The shift to mobile devices remains a key driver for overall tech spending growth. Excluding mobile phones and tablets, worldwide IT spending increased by only 2.8% in 2012 and is forecast to grow by just 2.6% this year, says IDC.
Worldwide spending on smartphones will increase by 17% in 2013, while tablet spending will grow by 32%.The combined growth rate for PCs and tablets, meanwhile, will remain stable in the range of 4% to 5%.

“Cannibalisation has accelerated over the past two quarters,” says Stephen Minton, VP in IDC’s Global Technology and Industry Research Organisation

“The trickle of substitution is becoming a flood, as many organisations look for ways to do more with less in the context of an uncertain economy in which CFOs are attempting to protect profitability by limiting the size of budget increases.

“Just as outsourcing got its boost from the 2001 recession, and virtualisation from the financial crisis of 2009, low-cost mobile devices and the cloud are being partly driven by the willingness of businesses to look for new ways of getting things done in return for improvements in efficiency, scalability and cost of ownership.”

Cloud shift
IDC says that, just as tablets are cannibalising PC spending, the growth of cloud services continues to cannibalise commercial software and IT services. Software spending in the US grew slightly slower than forecast in 2012, and IDC has consequently reduced the US software forecast to 6% growth for 2013, from 7%.

IT services demand remains stable, but the pass-through from capital spending and software deployment remains tepid by historical standards. IDC now forecasts growth of 5.6% in worldwide software spending in 2013 (constant currency), and 3.8% in IT services.

Meanwhile, IDC is anticipating a decline in overall server revenues while storage infrastructure spending will cool somewhat after the major spending cycle of 2011/12. IDC now projects 2.4% growth in worldwide storage hardware revenues this year, down from 6.1% growth in 2012.

Network infrastructure investment was strong in 2012, as many carriers invested in the deployment of LTE networks, but this will also cool in 2013, it says. Service provider spending on network equipment will increase by 1.1% this year, compared to 5.8% in 2012, while enterprise network spending should remain more stable, projected to post growth of 6.8%, IDC adds.

Source:http://www.itweb.co.za/index.php?option=com_content&view=article&id=64073:IT-spending-loses-ground&catid=69

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ICT outsourcing crucial in emerging markets

May 15th, 2013

The move into emerging markets – particularly Asia, the Middle East, Africa and South America – holds great appeal for many multinational companies. Thus, it makes more sense for these organisations to outsource their ICT to a well-established service provider than to build their own infrastructure from the ground up.Outsourcing11

So say Dimension Data’s Alan Turnley-Jones, director of managed services development and operations, and Dave D’Aprano, group sales director of IT outsourcing.

The two argue that rapid growth opportunities and little or no immediate competition in emerging markets are usually the drivers behind such ambitions.

They also believe these markets attract both established multinational organisations as well as smaller, local businesses that want to expand within the same region. Furthermore, while multinational and domestic businesses face similar challenges in emerging markets, their outlooks and levels of success in these geographies may differ drastically.

“An organisation that’s been operating in an emerging market has a better understanding of the nuances and idiosyncrasies of doing business there,” says Turnley-Jones. “Often, organisations that previously operated in only developed markets have a very limited view of what it takes to be successful in the developing world,” he adds.

According to Turnley-Jones, aspects related to emerging markets that are often underestimated include the immaturity of the logistics infrastructure, such as the condition of roads, railways and other forms of transport.
He explains that organisations also overlook foreign legal and tax implications, such as withholding taxes; the scarcity of resources, both physical and human; networking and other infrastructure challenges; as well as local employment legislation.

SA’s BEE charter is one such example, he says. Most emerging countries take similar measures to guard against multinationals entering and exiting the country without due consideration for the fate of the local workforce.
“Outsourcing allows you to establish a presence and gain a foothold in those markets more quickly, and helps ensure your focus remains on your core capabilities while you’re expanding,” says Turnley-Jones.

“Outsourcing dramatically increases your speed to market,” agrees D’Aprano, “simply because it’s quicker and easier than creating your own service and support organisation, hiring staff and setting up legal trading entities. Also, for many ICT departments that are used to delivering services in a mature market such as Europe, the gathering of the expertise and building of infrastructure in markets as diverse as Asia or Africa would be costly.

“Most organisations are under tremendous financial pressure, so they simply don’t have the same scale in emerging markets as they do in their home countries. Their emerging market teams are usually smaller and more concentrated, and, owing to factors such as distance and time zone differences, their home support teams simply can’t handle the extra responsibility of supporting emerging market sites,” D’Aprano explains.

The two, nonetheless, point out that it is important to keep in mind that emerging markets are not all the same and that there are specific challenges in each that are either unique to, or more pronounced in, some markets than in others.

“For example, in Asia-Pacific, many organisations struggle with geographical spread due to the vast distances between countries, as well as the many different languages spoken in that region,” says D’Aprano.

“In certain African countries, such as Angola, local legislation and security measures are a greater challenge,” adds Turnley-Jones. “So, it’s crucial to evaluate the local capability of the outsourcer in your target areas. Does it have the required understanding, skills and expertise in the cities and countries where you need them?”

Source:http://www.itweb.co.za/index.php?option=com_content&view=article&id=64046:ict-outsourcing-crucial-in-emerging-markets

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Skills index surfaces IT manager job shortfall

May 7th, 2013

A shortage of 100 IT manager jobs has emerged, while the second half of the year will see improvements in ICT job hiring due to new projects coming online, according the Clarius Skills Indicator report for March quarter 2013.

Linda Trevor, executive general manager of Candle, the IT recruitment arm of the Clarius Group, said employers are looking for candidates who have combined businesses communications and technical skills.outsourcing45

“Job-seekers, who have the skills to understand and communicate in business terms with clients, are at the head of the queue. For example, a developer will also need to be able to speak to the client business about productivity, marketing and economic values of a project,” Trevor said in a statement.

The report forecast that permanent job hiring will pick up during the second half of the year as government projects such as the National Disability Insurance Scheme will start to come online, and employers in Western Australia and South Australia will start increasing requirements for both contract and permanent positions.

In New South Wales, the state government’s ICT strategy for 2013 and beyond will drive ICT jobs in the future, while employers in the Australian Capital Territory are positioning themselves for both the election and a predicted upturn in the employment market late in 2013 and early 2014.

Queensland has seen a reduction in the number of permanent positions due to the delay in the release of the budgets, which came out earlier this year. Employers in the state are also pushing back on hiring decisions, along with employers in Victoria who are cautious about spending money and bringing in the right talent for their organisations.

The report also found small and medium sized businesses are looking to bring their IT back in-house this year.

“We are noticing a slight trend of IT being ‘in-sourced’ because while the projects are coming in on budget, they’re taking longer due to overseas outsourcing,” read the report.

“In Sydney, we are also seeing some companies looking to put more local people into their businesses, rather than import from overseas.”

Source:http://www.computerworld.com.au/article/461132/skills_index_surfaces_it_manager_job_shortfall/

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Shaping up IT-BPO workforce

April 29th, 2013

THERE’S nothing new about the investment upturn in the Information Communications Technology (ICT) industry in Davao City as both small and major players of the IT-Business Process Outsourcing (IT-BPO) alike keep coming in recently.Outsourcing13

Jobs Academy, one of the top premier schools of multimedia design and animation in the city, has seen this as an immense opportunity to develop young talents who can be potential workforce of the new IT-BPO locators.

“As we move to the 21st century, Jobs Academy should take note that the future belongs to those who see possibilities before they become obvious,” said Belinda Torres, president of the institution.

She said students should possess a “marketing imagination” to be able to take first dibs on this young but slowly becoming a promising industry in this part of the country.

“It (IT-BPO) is an opportunity pero hindi pa obvious, so you need to catch that kasi once it’s obvious and tendency is baka mahuli ka,” she said.

“There are so many jobs available, we only need the talents who can fit in the job requirements,” she added.

This poses a challenge to Jobs Academy and other technical vocational institutions in the city to polish the skills of the potential human resources in the city and that of the neighboring places for the industry’s employment pool.

Torres said Jobs Academy stays true to its claim of “100 percent job guaranteed or your money back” for the four-year courses such as Bachelor of Science in Business Administration and BS Information Technology.

“We are serious on this,” she said.

Students of the diploma courses like Programming Technology and Hardware Servicing, Multi-media Design and Animation, and Events Management are also assured of 100 percent job placement assistance.

Torres said what makes them so confident about this is the strong industry and academe collaboration.

“What we do is to talk to industry, strong academe and industry collaboration help us fine-tune the curriculum that we have and determine competencies needed by the industries,” she said.

Another is the fact that Davao City is No.1 among next wave cities and ranked 70th in the list of outsourcing cities by the Tholons, a full-service strategic advisory firm for Global Outsourcing and Research.

This can build up further the image of Davao City as conducive for IT-BPO investments, thus increase the opportunities in the industry.

Being a part of the ICT council also makes Jobs Academy keep abreast with what’s new about this industry and on the emerging technologies so the school can be ready.

The school also does a follow through on the competencies of their teachers by way of faculty immersion.

“Balik sila or mag-aral sila ulit,” she said.

Jobs Academy is also advocating for impact sourcing, which seeks to increase the employability of the graduates through an actual work while in the school.

“What we plan to do is to use real accounts. Students will be taught just like in other call centers and be given opportunities to do live calls. That’s the applied training component, which is also the intent of impact sourcing,” she said.

Through this, students can get a first-hand experience how it feels like to be a part of the manpower of the rising industry and get a bird’s-eye-view of what awaits them the moment they claim their spot in one of the IT-BPO companies in the metropolis.

Source:http://www.sunstar.com.ph/davao/feature/2013/04/28/jobs-academy-shaping-it-bpo-workforce-279851

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Enabling Sri Lanka Tourism 2.0 and beyond

April 22nd, 2013

Welcome to the one hundred and thirty ninth (139th ) edition of the regular column “The Catalyst”.

Here in this column, we discuss a wide range of topics around Information and Communications Technology (ICT) and Business Process Outsourcing (BPO) as well as about Business in general, Education, Entrepreneurship and Society at large.Outsourcing3

Enabling Sri Lanka Tourism 2.0 and beyond

Tourism is booming. As country is getting peaceful and tourists feel much more comfortable in coming here, the tourism sector has entered its best growth period ever.

In keeping with the projected demand, the tourism sector of Sri Lanka has set an ambitious growth target of 22,500 additional hotel rooms by 2016. The required run rate is pretty high but we must do everything possible to achieve that.

While a few large hotel chains have entered the market, many mid and small tier operators (20-100 rooms) are opening properties at a rapid pace. Destination management companies are actively looking to enhance their strategies to position the unique product we have to offer the world and compete aggressively with other Asian options. Positioning Sri Lanka as the best option in front of our target market, enhancing REVPAR(revenue per available room) and delivering a consistent guest experience have been identified as the key challenges of growth.

To help address these key challenges AMCHAM Sri Lanka and SLASSCOM are looking for the most innovative and compelling IT solutions that will help enable the Sri Lankan Tourism Industry to leap frog in becoming the destination of choice.

SLASSCOM acts as the catalyst of growth for the Sri Lankan ICT and BPO industry by facilitating trade and business, propagation of education & employment and encouragement of research & innovation. It supports the creation of a progressive national policy framework to achieve these objectives.

AMCHAM -The American Chamber of Commerce in Sri Lanka is a non-profit association founded in 1992, brings together more than 344 Members representing 230 leading Sri Lankan and American companies based in Sri Lanka engaged in trade, business and investment activities between Sri Lanka and the United States of America.

The key outcomes expected through this event are to:

o Facilitate for the Hotels & Destination Management Companies ( DMC) to explore best in class IT products and solutions available in Sri Lanka that will enable to attract, service and retain guests.

o Facilitate meaningful engagement between the leaders of the IT companies and Hotels & DMC to help accelerate innovation and adoption

o Recognize best in class IT products and solutions servicing the Hotels & DMC

The organisers are calling for applications from IT companies that are currently serving this industry and have products/solutions that enable all or one of the following focus areas of tourism:

1. Marketing Sri Lanka as a Destination

2. Marketing Individual properties/ experiences

3. Enhance and manage top line enablers:

” Revenue

” Experience

” Loyalty

4. Optimize cost management

Applications are accepted till the 30th of April and can be submitted through the AMCHAM website ( www.amcham.lk )

Ruwindhu Peiris, Director AMCHAM and also General Secretary SLASSCOM is an active force behind this project. He said, “The finalist selected will have an opportunity to showcase their solutions in an exclusive event representing the top hotel and destination management companies in Sri Lanka looking for IT solutions. At this event, the company adjudged as having the most innovative and compelling IT solution will be awarded with the ‘SL Tourism 2.0 Enabler – 2013′ title.”

It is great to see IT industry and Tourism industry working in convergence. These two industries represent two of the most rapidly growing sectors in the country post-war. In terms of foreign exchange, tourism is the fourth highest contributor to our economy behind Garments, Tea and Rubber. The fifth place is taken by the IT and IT Enables Services sector (ITO/BPO/KPO). So, the convergence of these two sectors through this project is of significant importance.

This is a great enabler for both tourism industry as well as IT industry.

For more details, Ruwindhu can be contacted at ruwindhup@stax.com

Perspectives

Sri Lanka undoubtedly is one of the nicest places on earth. I am not saying this because I have to. I am saying this because it’s my honest experience, with some ability to compare with other places and having thought about it in perspective.

We have a wonderful history, wonderful nature, beaches and all that. Probably no other destination can offer that. But I also feel that we haven’t really marketed ourselves to the full potential, and also we haven’t really developed travelling products that can cater to all potential segments. And also technology can enable a lot of new opportunities for this great industry, and I believe SLASSCOM and AMCHAM are attempting to enable those opportunities for Sri Lanka.

Support

Marketing for tourism industry overseas is one of the most important things right now. My honest feeling is that we are not doing enough. When I was overseas, I remember Indian tourism was promoted in countries like Australia heavily. ‘Incredible India’ campaign was very strong and broad.

I honestly think we have a lot more to offer in this country. Value per square foot is much bigger. In a small place, we have everything. But our campaigns haven’t been that strong. I am not a branding expert but I think we can improve.

It is also noteworthy that http://www.srilanka.travel and some of the IT tools available on this site have started to enable tourism industry in an effective way. Information and services available online are pretty impressive. http://www.srilankanhomestay.com has a good collection of home stay locations for tourists and that’s great. Home stays are a great way to increase the room capacity for the industry quickly and also gives the tourists an opportunity to have a more relaxed stay than at a hotel.

Also, social media can be a very effective way to promote Sri Lanka as a great tourist destination. We see some of that starting to be utilised and I am sure things will improve further over time.

Marketing

Also from a marketing point of view, each one of us may be able to do a little bit. If you have friends overseas, invite them to visit. If you are a Sri Lankan living overseas reading this online, please invite people around to visit Sri Lanka. Be a true ambassador. Be confident and say Sri Lanka is one of the most peaceful places in the world today and is one of the most beautiful places on earth. But don’t just say and stop. Find ways for them to make their travel easy. Find a good travel agent who could arrange the trip for them. Find a friend or a relative from Sri Lanka, who could host them. That will be a really good experience for them if they can stay at a local home and not in a hotel. Basically get them to experience Sri Lanka from a totally different perspective.

Just saying we are the first in some travel list is not enough. We have to develop products to utilise the recognition. We have to brand ourselves properly to attract people who might have just got a glimpse of interest due to various ratings and rankings. We have to use latest technology to enable the industry.

Enabling Sri Lanka Tourism 2.0 is important right now!

See you next week!

The Columnist

Yasas V.Abeywickrama is an entrepreneur, trainer, writer and speaker.In 2011 he was recognised as one of the Ten Outstanding Young Persons (TOYP) in Sri Lanka. He co-founded Lanka BPO Academy (www.lankabpoacademy.lk). Yasas is an Executive Council Member of the Computer Society of Sri Lanka (CSSL – www.cssl.lk). He is a regular resource person for ‘Ape Gama’ program of FM Derana and ‘100% Youth’ program on TV Derana.

Source:http://www.island.lk/index.php?page_cat=article-details&page=article-details&code_title=77302

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Burgeoning IT sector aims to reverse Palestinian economic rot

April 19th, 2013

Nestled in a basin in the northern West Bank, the city of Nablus was for millennia a Palestinian cultural and commercial hub, attracting traders to its souk in the heart of the old town.

But Israel’s occupation of the West Bank, and local policy paralysis, have since isolated the Palestinian economy from global markets and pushed unemployment up to nearly 25 percent.PALESTINIANS-HITECH/

Fledgling Palestinian high-tech firms hope they can now help revitalize the economy, making the West Bank more resistant to Israeli controls on land and the movement of goods and people and less dependent on fickle foreign aid flows, which are blighting the public sector.

“We’re far, far away from being Silicon Valley,” conceded Husam Dweikat, general manager of Isra Software & Computer Co., an e-commerce firm with 35 employees based near the old city.

“Still, we can become a sector that transforms the future of the Palestinian economy, despite the fact the Israeli occupation and our government have deprived us of the right infrastructure, skills and exposure,” Dweikat said.

The information and communications technology (ICT) sector, which includes telecommunications, contributed 6.1 percent of Palestinian gross domestic product by 2011, a more than seven-fold increase since 2008.

Relatively high rates of computer literacy and English language skills compared to Arab neighbors offer advantages.

Paradoxically, proximity to Israel is also a boon. A powerhouse of global ICT, Israel provides Palestinian IT companies with outsourcing work from multinational firms that have subsidiaries in Netanya and Tel Aviv, just 20 kilometers from the West Bank.

Those companies are taking advantage of cheaper labor in the West Bank compared to Israel and a strong local skillset, and have also cited corporate social responsibility as a reason to invest there.

U.S.-based Cisco Systems (CSCO.O), the world’s largest maker of networking equipment, along with other tech partners and the European Investment Bank have pumped $78 million into developing the sector since 2008, raising the profile of the Palestinian industry abroad and providing valuable know-how.

Yet business owners still speak of horror stories trying to import hardware past Israeli authorities, who impose strict curbs on materials they deem a security risk, and of travel problems which deter potential clients.

“Try landing in (Tel Aviv’s) Ben Gurion airport and telling Israeli passport control you have business in Palestine – it doesn’t work so well,” said Abeer Hazboun, general manager of the Palestinian Information Technology Association (PITA), which represents more than 100 ICT firms.

Israel has denied Palestinian companies access to the 3G frequency, key to innovating in the mobile phone app market, granting it to Israeli firms serving Jewish settlers instead.

Israel captured the West Bank, East Jerusalem and Gaza in the 1967 Middle East War, and built Jewish settlements across much of the territory. Palestinians, who number 2.65 million, wish to establish an independent state and want the half a million Jewish settlers to depart.

U.S. Secretary of State John Kerry, on a round of shuttle diplomacy last week, said Israeli and Palestinian leaders had agreed to unveil shortly a U.S.-backed plan to relieve the “bottlenecks and barriers” to economic growth in the West Bank.

Infrastructure rebuilding helped the aid-dependent Palestinian economy average 11 percent growth in 2010-11 but the World Bank predicts growth will more than halve to 5 percent this year, again driven by construction.

Rising unemployment and soaring prices helped sink the popularity of U.S.-backed Prime Minister Salam Fayyad, who resigned on Saturday after months of tension with President Mahmoud Abbas.

Many businessmen say years of high costs and limited reforms have made it difficult to boost growth.

“Somebody needs to come up with a plan. The emphasis on bureaucracy that’s been built up is an impediment to private sector growth,” said Tareq Maayah, head of Exalt Technologies, a Palestinian company.

Exalt does research and development of software and mobile phone technologies outsourced by companies like Cisco, Hewlett-Packard (HPQ.N) and French-American group Alcatel-Lucent (ALUA.PA) and is one of the sector’s biggest and most profitable companies.

VOLATILE REVENUES

In the shade of Nablus’s al-Najah University campus – Arabic for “success” – 28-year-old freelance web programmer Abdullah Yaseen clicks away at his bulky PC.

Since he graduated six years ago, he has marketed his services through social network elance.com and has devised computer programs for a range of U.S. websites from America’s Home Shopping Network to U.S.-based consultancy RES. He is the lead engineer of its offshore IT solutions branch, RESpodo.

“All I need is my laptop and the Internet,” Yaseen said. “Most of my friends go and look for work with the (Palestinian) Authority, because a government job is fixed, easy. Me, I don’t think this way.”

Many of the 2,500 Palestinian graduates specializing in computer science each year, however, cannot find steady work and seek jobs abroad.

Nearly a quarter of the Palestinian labor force is employed in the public sector, but unstable government revenues means wages are volatile.

The United States withdrew aid money last year after the Palestinians successfully bid for a status upgrade at the United Nations, while Israel withheld customs tax revenues it collects on Palestinians’ behalf.

Declining state revenues, and a shortfall in aid from Arab states distracted by unrest at home, have frequently delayed public sector salary payments, setting off strikes and protests.

The shortfall has also left the Palestinian Authority (PA) with a recurring deficit and external debt, both of about 1 billion dollars, or nearly a fifth of gross domestic product.

The private sector meanwhile is held back by Israeli curbs on land, water and movement. Around 40 percent of all Palestinian workers are employed by small enterprises of around three or four employees making low-cost products mostly for the domestic market.

Since the 1993 Oslo Peace accords gave Palestinians partial self-rule, upheaval has repeatedly challenged economic progress.

Hazboun of the Palestinian IT association said that had implanted a mindset among Palestinians that there was no confidence that the economy could prosper.

“ICT can help counter this with its emphasis on innovation and a knowledge economy,” she said.

A wave of Palestinian suicide bombings during the second Palestinian Intifada in 2000-2005, or uprising, was countered by numerous Israeli incursions that wrecked local infrastructure. A violent rift between the Palestinian Fatah and Hamas parties in 2006 paralyzed parliament and prevented economic reform.

Sabri Saidam, an economic adviser to President Abbas, said developing the IT sector would provide opportunities for the territory’s brightest young people.

“But no Palestinian will ever accept economic development as a substitute for our national liberation,” he said.

Still, outsourcing work from international firms based in Israel is helping to counter an unequal economic relationship in which the Palestinian market is mostly captive to Israeli goods, Maayah of Exalt said.

“Go into a supermarket here and what do you see? Eighty percent of the produce is Israeli. By outsourcing, it’s us selling to them. This pushes the economic balance in our favor,” he said.

Source:http://www.reuters.com/article/2013/04/18/us-palestinians-hitech-idUSBRE93H0SX20130418

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The dos and don’ts of ICT outsourcing

January 24th, 2013

The past decade has seen an explosion in outsourcing by local government. The fields of human resources, waste collection and information and communications technology have seen dozens of contracts signed by councils looking to lower their costs.1258917_Outmoded-IT-computer

Of course, outsourcing has happened for reasons other than cost. The arguments about employment rights are familiar ones, but in the field of computing there’s been another factor. ICT and digital technology has been outsourced not just to reduce costs, but to rid councillors and council officers of a potentially worrying and complex issue: working out how councils should be using computers and digital technologies to improve the lives of their citizens.

For a good few years this may have seemed a very sensible idea. There’s no shame in admitting you don’t understand something and passing it on to a contracted expert to handle. We do this every time we take a car to be repaired at a local garage, or ourselves to the doctor. We don’t have to be car experts to be car users.

Unfortunately for local government, the internet has become so transformative so quickly that officers and councillors cannot now do their jobs without at least some understanding of what modern technologies can and cannot do.

Knowledge of computing has moved from the periphery – like knowledge of car repair – to the centre. As it makes this move to the core of business, it has become apparent that ‘outsourcing the whole lot’ isn’t a viable way forward. Here are some suggestions about which bits you should and shouldn’t be looking to contract out.

Digital technologies you can outsource

There is no longer a need for councils to own their own data centres, or in fact their own servers. The market for rented hosting (‘the cloud’) is now mature and increasingly reasonably priced. Moreover, there is no need for councils to develop any kind of hardware technologies at all, except in very rare situations where the market doesn’t supply a particularly niche kind of technology (perhaps for very specific disabilities).

Second, you can outsource large parts of the recruitment and vetting of senior ICT-literate staff. There is a vicious circle in public sector organisations that means that non-technologically literate managers have to hire literate staff, but don’t have the skills to differentiate the real thing from imitators. Leaning on an expert outsider (without conflicts of interest) can help councils to acquire the skills required to ensure good decisions are made on their behalf.

There is also no need for councils to directly employ the staff who lay networking cables in buildings, who service mobile phones and laptops, and who make sure the printers are working. However, this does not mean you can or should lose control of the policies under which these staff operate. If you suddenly decide it is OK for people to bring iPads into the office, you don’t want to discover that your outsourcing company says “not until 2017”.

Last, you also don’t need to be paying people to develop standard office software for word processing, spreadsheets and so forth. This market is more competitive than it has been for 20 years, and the off-the-shelf products are good. The same is true of payroll systems.

What you shouldn’t outsource – ever
The previous section argued that councils can safely outsource the design and production of large chunks of hardware, software and hosting. However, while producing the ingredients can be left to the farmers, it is vital that the chef works for you.

Never outsource your ability to understand how technology can help the council
For a long time, computing felt like something that could be safely left to the IT nerds in the basement to deal with, while senior council officers and councillors dealt with the real business of government. As this prejudice was slowly solidifying, the world changed – traumatically.

Suddenly companies such as Amazon or Lastminute were killing rivals (and whole sectors) in virtually no time. What made these companies different, and what makes them the managerial model for many 21st-century organisations, is that they prized managers with digital customer service skills above all else.

In the future, all council senior managers need to be able to grasp what sorts of technology are available, what sorts of prices are reasonable to pay, and what sort of outcomes are reasonable to expect, as part of their baseline competence. They don’t have to be experts, but they must know that passing the buck by outsourcing the whole lot isn’t an option.

The first step required to make this happen is to ensure that there is at least one senior council officer, working directly to the council’s senior management, who has a professional-level ability to evaluate the wisdom of technology decisions being made by ICT outsourcing partners.

This person should have quite detailed knowledge of modern digital technologies, and should be strongly, personally keen on improving standards of customer experience. Their first job should be to tell the chief executive and council leader where the council’s grasp on its own technologies is weak or unsafe.

If you are in a council that needs to ask a consultant or an outsourcing partner every single time it needs to make a significant decision relating to computing, you are in a council that is operating a pre-internet management structure. That needs rectifying.

Never outsource control of what services your staff can use
It is an all-too-common experience to hear of councils that cannot cope with staff who want to do their work via devices such as iPads, or through channels such as Facebook. Blanket bans result, producing unhappier and less productive staff.

Whichever parts of IT infrastructure get outsourced, it is vital that the people who determine whether or not staff can use particular devices or channels work for the council themselves. And when such staff work in-house, they can be tasked with making sure that no outsourcing arrangements introduce disproportionate fees or fines when staff want, or need, to use new digital tools.

Never completely outsource control over any significant aspect of your website
Completely outsourcing a council website probably seemed a sensible thing to do when the web was a niche channel, and most councils were just running websites to comply with an irritating central government mandate.

Unfortunately, the outsourcing model is terrible for the delivery of effective, usable, cost-saving websites. The distance between user needs and delivery produced by outsourcing arrangements is just too wide, and the speed of improvement is too slow. Consequently, councils that decided to outsource their websites a few years ago have watched their sites stagnate somewhere in the late 1990s.

This is not to say that your website should be entirely built in-house. Rather it means that your web team should have the skills and management freedom to buy in what is best bought in, choose free open source solutions when they suit best, and build in-house what is best built in-house.

Many council webmasters do already have these skills, but in outsourcing arrangements they are denied the tools and power required to do their job. Thus constrained, these people don’t add value to your organisation. Instead they manage decline before an inevitable (and expensive) crisis at some point in the future.

I hope these tips will enable you to take some steps towards making digital technology work for your citizens, and for your colleagues.

Source:http://www.lgcplus.com/the-dos-and-donts-of-ict-outsourcing/5053702.article?blocktitle=Digital-Services&contentID=8567

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