Experience Excellence: The Philippine Advantage

Transcription

Experience Excellence:
The Philippine Advantage
January 2011
Miguel Garcia
President
Diversified Technology Solutions International – DTSI
Anthem Solutions Inc
Board of Trustees – Business Processing Association of the Philippines
All information and data in this presentation is the exclusive property of BPAP,
Everest Global, and Outsource2Philippines and cannot be copied, distributed, or
sold without the express written permission of the copyright owners. Copyright ©
2010 BPAP, Everest Global, & Outsource2Philippines
ADM, IT infrastructure
management, product
development
Design process delivery
services
CPO
FAO, HRO, LPO, health
care information
management,
transcription, research
and analytics, supply
management,
procurement, industryspecific services (health,
telecoms, energy)
ITO/ESO
Customer interaction and
support, telemarketing,
advisory
NON-VOICE
VOICE
Philippine ITIT-BPO: Established excellence in voice
to growing nonnon-voice capability
1 Copyright ©2010: Business Processing Association of the Philippines. All rights reserved.
Creative process
outsourcing: animation,
game development
Road Map 2010 put the industry on a rapid growth
trajectory
Philippine IT-BPO industry size
2006–2009; US$ billion
x%
YoY Growth
Impact over 5 years
Contribution 4%–5% of annual GDP
to GDP
~25%
~19%
~26%
~50%
# FTEs
240
(~‘000)
300
370
440
530
Global
share1
6%
6%
7%
8%
5%
Employment Largest private sector
generation new job creator
350,000 direct and
Up to 0.7–1.0 million
indirect jobs
Foreign
exchange
earnings
Significant export
impact
3rd-largest export
earner based on net
value added
Growth of
Next Wave
Cities™
Catalyzed growth of
10+ Next Wave Cities™
adding over 50,000
jobs
FTEs = full-time employees, YoY = year on year
1 Philippines IT-BPO market as percentage of global offshore services market, in revenue terms
Sources: BPAP; Everest analysis
Proprietary & Confidential. Copyright © 2010 BPAP, Everest Global, & Outsource2Philippines
2
Philippine ITIT-BPO: DoubleDouble-digit growth
during the global financial crisis
Over $7 billion in revenues, 19% growth amidst the global crisis
Sector
2009 Revenues
($000,000)
%
change
vs YA
Contact center (voice BPO)
5,100.0
23.0
Back-office/KPO (non-voice BPO)
1,118.0
35.0
IT outsourcing
568.0
-5.5
ESO and design process delivery
228.0
0.0
Transcription (non-voice BPO)
186.8
3.0
Animation
120.0
0.0
4.5
50.0
7,325.3
19.0
Game development
TOTAL Philippine IT-BPO
(export)
Source: BPAP, ACPI, CCAP, GDAP, MTIAPI, PSIA
Philippine ITIT-BPO: DoubleDouble-digit growth
during the global financial crisis
Over 70,000 new jobs created in 2009
Sector
Contact center (voice BPO)
2009
%
Employment change
(FTEs)
vs YA
280,000
23
Back-office/KPO (non-voice BPO)
86,000
25
IT outsourcing
35,300
0
ESO and design process delivery
12,000
0
Transcription (non-voice BPO)
20,224
0
8,000
0
640
28
442,164
19
Animation
Game development
TOTAL Philippine IT-BPO
(export)
Source: BPAP, ACPI, CCAP, GDAP, MTIAPI, PSIA
The Philippine talent value proposition:
proposition:
large pool of young, EnglishEnglish-speaking talent
Number of college degree
graduates
2009
Medical and natural sciences,
allied fields
132,244
Business, accounting, and related
fields
107,272
Social and behavioral sciences,
education
68,764
Engineering and architecture
50,734
IT-related and mathematics
47,928
Fine arts, masscom, humanities
12,269
TOTAL Tertiary level
Annual
growth
469,654
Abundant labor force of 38 million
Over 450,000 college graduates per year
Large pool of accounting and business
graduates
English proficiency
Affinity with Western culture
Customer service orientation
Highly trainable
Cost effective
High level of commitment and loyalty
5.8%
Pop
Labor force
Literacy
World
6,768M
3,179M
8.7%
82.0%
India
1,130M
509M
7.8%
61.0%
4.3%
91.6%
China
1,330M
814M
Suitability
rates are empirically
based on a total
of >80
interviews with HR professionals working in each country
Source: CHED 2010; CIA World Factbook 2010
Unemp rate
Brazil
201M
102M
8.1%
88.6%
Philippines
100M
38M
7.5%
92.6%
5
Suppliers and captives service a range of verticals
and globally prominent logos
Wide range of industry-verticals serviced
Captives of 60+ Fortune 1000 firms
Supplier presence across industry verticals1
Banking and financial services
# FTEs servicing (’000s)
# Firms
75+
50+
MDR and healthcare
40+
40+
Telecom, travel, energy, and media
25+
15+
25+
BFSI = banking, financial services, insurance; MDR = manufacturing, distribution, retail
1 Per Everest-O2P survey of ~200 firms across the Philippines IT-BPO industry
Sources: BPAP database; survey results
Contact center sector: The world’s best
One of the fastest-growing industries in the country
No. of contact centers in the Philippines: 239 (Oct. 2010)
Total full-time employees in 2010: 350,000*
Estimated revenues in 2010: US$6.3 billion*
Revenue growth from 2009: 25%*
Key Players in the Country
Third-party providers: Convergys, TeleTech, Stream Global
Services, Sykes Asia, Aegis PeopleSupport, Teleperformance,
Sitel, CyberCity Teleservices, Telus, ePLDT Ventus, Sutherland,
ACS, HTMT, IBM Daksh, KGB, Transcomm, ePerformax,
Link2Support, Genpact
Captives: HSBC, Dell, Shell, Siemens, Verizon, Citigroup, Six
Continents–Intercon Hotels, Henkel Financial Services, GE
Money, Trend Micro, Oracle Technology, Western Union, Ford
(Percepta), DHL
2010* Offshoring
Destination
of the Year
National
Outsourcing
Association, UK
*As reported by CCAP, December 2010
*(also 2007 & 2009)
Back--office and KPO: BestBack
Best-kept secret
•
•
•
No. of service providers: 96
Total full-time employees: 86,000
Estimated revenues in 2009: US$1.12 billion,+35% vs
year ago
Captives: JP Morgan Chase, Emerson Financial Services,
Deutsche Knowledge Services, Thomson Reuters, Chevron,
Maersk Global Service Centres, Manulife Financial, Procter &
Gamble, B&M Global Services (Baker & McKenzie), Ericsson,
Lexmark, McKinsey, Hewitt Associates, Nestle, Watson Wyatt,
DSM (White & Case), Integra BPS (formerly AIG)
Third-party providers: SPi, Accenture, Amdatex, IBM Business
Services, DDC Group, Digitrans Japan Phils. Inc., RG Financial,
Sencor, Transprocure, EXL, RR Donnelly, SVI Corporation,
Vantage Information Services (MT), Global Excel (HR), BPO
International, E-Scribir, Prople, Infinit-O, Affinity Express,
Eximius BPO, Asiatype, Integreon
“Invariably our
local offices are
impressed with
the dedication and
energy brought to
the table by our
Manila service
center
colleagues.”
Joeri J. Timp
Executive Director
B&M Global
Services
Copyright © 2010 BPAP, O2P, TeamAsia
Diversification into nonnon-voice and more complex services
continues
Non--voice capability uncovered
Non
• Meaningfully large-scale delivery centers for
transactional non-voice services are possible
• Multi-function centers delivering an array of voice and
non-voice services (including limited IT delivery) are
possible
• Complex non-voice services (e.g., analytic, legal
services) can be delivered from the Philippines although
the center size is likely to be small
The Silent Knight—The Philippines’ Emerging Non-voice BPO
Capability
Everest Research Institute, January 2009
The Philippines
can play an
important role in
the global
services supply
chain for nonvoice BPO.
Everest Research
Philippines is second only to India in provision of
offshore healthcare services
~US$1.5 billion
~25%
Rest of the world
(~US$400 million)
~8%
~67%
Philippines
(~US$94 million)
India
(~US$1 billion)
Off-shore healthcare market
1 NASSCOM estimates
2 ValueNotes Research estimates
Source: Everest analysis
China – key services supported:
Healthcare customer care
Network support
Central and Eastern Europe – key services supported:
Healthcare customer service and BPO outbound
Support for oral and surgical (e.g., ophthalmology) areas
100-150 firms with an average size of US$5-10 million. Key
areas include:
Medical Transcription:
Estimated at ~US$650 million, employing ~52,000 FTEs1
Revenue Cycle Management:
Estimated at ~US$350 million (including coding)2
Claims processing: (emerging activity area)
Major payer process outsourced
Sizeable availability of HIPAA trained talent pool
Healthcare offshoring in the Philippines has grown
rapidly over the last 5 years
Philippines’ Healthcare offshoring market size
2004-09; US$ million
CAGR:
~40%
FTEs serving global markets1
Industry focus split
APAC
Cont. Europe (1%)
Domestic
UK
North America
Industry overview
Key industry strengths
• Extensive experience in medical transcription
• Small but growing presence in HIM and revenue cycle
• Sizeable and amenable talent pool
management
• 30+ setups with over 12,000 FTEs earning around over
US$90 million in industry revenue
• Serve North American, European, and Asian markets
1 Everest-O2P survey results
Source: BPAP, Primary interviews with suppliers, Everest analysis
– Abundant nursing and allied medical graduate pool
– Strong English voice skills
– Cultural affinity to U.S.
• Emerging local demand for EMR / EHR, telemedicine etc.
Philippines has been exporting IT services
for over 3 decades
Software development companies: 135 (export
only)
• Total IT professionals: 35,300
• Revenues in 2009: US$ 568 million
•
Capabilities
• Applications development and maintenance
• IT operations and infrastructure
• Software product development
• Business analysis, project mgmt, education
Accenture, IBM Solutions, HP, RCG, Siemens,
Headstrong, Fujitsu, Pointwest, Oracle, Lawson,
Misys, Logica, NEC, Safeway, Netsuite,
Tsukiden, Jupiter Systems, Sun Microsystems,
Unisys
Source: BSP
Creative process outsourcing: exporting animation,
digital games, designs, and other creative content
Total animation and game development studios in the
country: 77
• Total animators and game developers in the country:
8,640
• Revenues in 2009: US$124 million
•
Capabilities
- 2D/3D animation incl. pre- and post-production work
- Flash animation, Web design, graphics and art design
- Interactive game dev (PC gaming and console games)
- Medical/educational animation, e-learning
Key players in the country
Toon City, Top Draw, Artfarm Asia, Toei Animation
(since 1986), Animation 1, Holy Cow!, Digital
Exchange, Top Peg Animation and Creative Studio,
Geebo Digital, Flipside Games, CreativeAsia, Cutting
Edge, Anino, Micronet Software Manila, Japan Media
Programming–Cebu
Engineering and design process outsourcing:
geographically diverse market
•
Total number of engineering design companies: 45
•
Total number of full-time engineers: 12,000
•
Estimated revenues in 2009: US$228 million
Capabilities
• Over 75,000 licensed professionals
• 40,000 graduates of engineering courses annually
(CAD-enabled)
• Internationally accepted engineering standards―computer-aided
manufacturing (CAM); computer-integrated manufacturing (CIM)
Bechtel, Bouygues Construction, Chiyoda, Eichleay Pacific, Fluor Daniels, Foster
Wheeler, Hyundai, JGC Phils. (since 1989; now 850 FTEs), Kajima, Keppel, KHI
Design and Technical Services Inc. (for Kawasaki), MHI Technical Services Corp.
(for Mitsubishi), Nakayama, Parsons Brinckerhoff, Tsuneishi (in Cebu)
The Philippines has established itself as a mature
Tier--1 destination in a competitive global
Tier
environment
Mature
Eastern Europe:
Established
near-shore
destination
Mexico, Brazil, Columbia,
Chile, and Argentina:
Evolving rapidly as nearshore base to drive
penetration in North
America
Credible
Emerging
China:
Domestic and APAC
centric scale and
capabilities
Philippines:
Reaching #1 in
voice BPO (330K+
FTEs)
#2 in non-voice/ITBPO (200K+ FTEs)
Egypt, Morocco, and
South Africa:
Significant
government-backed
push to target UK and
Europe
India:
Industry leading scale and
capabilities
Voice: 350K+ FTEs
Non-voice IT-BPO: 1.4M+
FTEs)
16
Philippines is also relatively stable, though there
are concerns around safety and labor pool
sustainability
Risk index for English BPO
(Higher score implies higher risk)
2.15
2.19
2.01
Skilled Englishspeaking talent
availability
1.75
1. 76
1.81
1.87
1.87
India
Philippines
Poland
Malaysia
Egypt
Safety and security
Investment climate
Physical and social
infrastructure
Romania
China
Mexico
17
Philippines is among the toptop-3 global sourcing
locations in terms of talent availability
Annual tertiary graduate pool
2010; ’000s
Annual supply of F&A/business
graduates
2010; ’000s
Annual supply of technical
talent for IT
2010; ’000s
Sources: Commission on Higher Education (CHED, Philippines); global industry data; Everest analysis
Philippines is currently among the most costcostcompetitive destinations for ITIT-BPO services
MARKET AVERAGES
Direct operating cost1 per FTE for English voice work
2010; US$ ’000 per annum per FTE
ENGLISH-LANGUAGE VOICE EXAMPLE
70-72
Reflective of market averages. Range could
vary depending upon
Tier-1 vs. Tier-2 cities
Suppliers vs. captives
Scaled operations vs. mid-size
operations
29-32
24-26
19-20
US Tier-2
Mexico City
Krakow
Kuala Lumpur
16-17
15-16
Cairo
Metro Manila
14-15
Delhi/NCR
1 Ongoing costs only; excludes margins/mark-ups, centralized corporate overheads, initial investment, set-up costs, and travel
costs
Note: Exchange rates for local currencies with respect to the U.S. dollar have been averaged for 12 months from Oct. 1, 2009 to
Sept. 30, 2010
19
Combined with broader talent pool indicators,
Philippines is well positioned amongst global
locations
Cumulative talent competitiveness index for BPO
(Higher score implies greater competitiveness)
3.05
Scalability
2.20
Experienced
talent pool
1.56
Quality of
English accent
(cultural affinity
with U.S.)
1.46
1.30
0.95
0.75
0.64
Size of
graduate pool
India
Philippines
China
Egypt
Key takeaways
Top-3 global location in graduate pool size
Third-largest talent pool in delivery of voice, F&A, and IT services
Amongst the largest experienced talent pools globally
Source: global industry data
Malaysia
Mexico
Poland
Romania
Likewise, Philippines is the among the lowest cost
locations for nonnon-voice BPO work…
Direct operating cost1 per FTE for F&A transactional work
2010; US$ ’000s a year per FTE
MARKET AVERAGES
FAO EXAMPLE
costs
Note: Exchange rates for local currencies with respect to the U.S. dollar have been averaged for 12 months from Oct. 1, 2009, to
Sept. 30, 2010
…and for IT services
Direct operating cost1 per FTE for IT Applications Development and Maintenance (ADM)
2010; US$ ‘000s per annum per FTE
MARKET AVERAGES
ADM EXAMPLE
costs
Note: Exchange rates for local currencies with respect to the U.S. dollar have been averaged for 12 months from Oct. 1, 2009, to
Sept. 30, 2010
Source:
Everest analysis
Competitive investment incentives
Income Tax Holiday (ITH) for 4 years,
extendable to 8 years
After the ITH period, special 5% tax on
gross income in lieu of all national and
local taxes
Exemption from duties and taxes on
imported capital equipment, spare parts,
supplies, and raw materials
Domestic sales allowance of up to 30% of
total sales
Exemption from export taxes, wharfage
dues, imposts and fees
Exemption from Value Added Tax (VAT) on
allowable local purchases such as
telecom, power, and water bills
Additional deduction of 50% of total
manpower training cost under the special
5% gross income tax regime
Source: Philippine Economic Zone Authority
There are 129
IT parks and
centers across
the country
Reliable and redundant connectivity
TGN-IA
Transmission Backbone Networks
BALLESTEROS
AAG
PLDT Digital Fiber Optic
Network (DFON)
Globe Telecom Fiber Optic
Backbone Network (FOBN)
TelicPhil (BayanTel) Nationwide
Digital Transmission Network
(NDTN)
LAOAG
VIGAN
TUGUEGARAO
CAUAYAN
SFLU
DAGUPAN
BAGUIO SOLANO
URDANETA
TARLAC
EAC
CABANATUAN
CANERO
SUBIC
SAMPALOC
AURORA
MAKATI
ERMITA
BACOOR
APCN2
NASUGB
U
NAGA
BATANGAS PAGBILAO
PILI
MAMBURAO
LEGASPI
C2C
DONSOL
SORSOGON
MASBATE
CALBAYOG
SAN JOSE
ROXAS
Cable Landing Stations
ILOILO
BACOLOD
Ballesteros, Cagayan
Tanza, Cavite
Nasugbu, Batangas
Bauang, La Union
TACLOBAN
CADIZ
BANATE
ORMOC
SAN REMIGIO
TALISAY
LILOAN
LAHUG
TALISAY
DUERO
MARIBOJ
OC
TAGBILARAN
DAUIN
MAASIN
CABADBARAN
CDO
MANTICAO
BUTUAN
ILIGAN
PAGADIAN
COTABATO
DAVAO
ZAMBO
ANGA
GEN. SANTOS
The Philippine work place infrastructure proposition:
IT
IT--BPO designed, suitable infrastructure
Lowest rental rates in the region; dedicated IT parks right in the center of business districts
RCBC Plaza,
Makati City
Eastwood City Cyberpark
Quezon City
Bonifacio
Technology Center,
Taguig City
PBCom Tower
Makati City
METRO MANILA
McKinley Hill
Taguig
Northgate Cyberzone
Muntinlupa City
BPAP: Executing the road map
•Business environment
• Leading the industry priorities behind govt policy and legislative agenda – fiscal
incentives, data privacy, IP protection, cybercrime, Labor Code amendments, DICT
• Supporting investors with set-up through “industry roundtable”
Infra – Telco, Property,
Hardware
• Provide best options
available that fit requirements
• Provide end-to-end service
support
• Complete delivery and afterdales service
Government – BOI, PEZA,
LGUs
• Due diligence assistance
• Business registration
facilitation
• After care service
BPAP advisors
• Provide industry overview
• Organize site visits and
meetings with vendors & govt
Investor Assistance
Group
Legal consulting
• Provide end-to-end quality
Staffing consultants/Advisors
• Provide overview on talent
pool based on competency
requirements
• Deliver recruiting and training
•
assurance for investors
setting
up operations in the
Philippines
Assist investors with
government approvals
quantity and quality
requirements
BPAP: Executing the road map
Metro Manila has 340K ITIT-BPO FTEs,
making it the BPO capital of the world;
30 other RP cities host BPO companies
Cordillera
Ilocos
Cagayan Valley
Baguio
Central Luzon
Manila
Developing and promoting
Philippine toptop-10 nextnext-wave cities
to host more BPO companies
Angeles/Clark
Santa Rosa
Southern Tagalog
Bulacan
Metro Cavite
Lipa
Bicol
• Next Wave Cities™
Eastern Visayas
Western Visayas
Bacolod
Iloilo
Cebu
Central Visayas
Dumaguete
Cagayan de Oro
Northern Mindanao
Western Mindanao
Southern Mindanao
Super cities have >15,000 IT-BPO workers
Central Mindanao
Large cities have a potential capacity of 10,000–
–15,000
Mid-sized cities 5,000–
–10,000
Davao
Another 20-plus cities offer a potential capacity of
<5,000 FTEs each
Road Map 2016: Driving to Global Leadership
28
Why is the Philippines a Top Offshore BPO Location?
Cost
Competitiveness
Excellent Telecom
Infrastructure
Plentiful Quality
Office Space
Tax-Free Holidays
• Labor costs for English speaking professionals amongst lowest in the
world
• All-in costs amongst lowest in the world
• Began deregulating early, in the mid-90s
• Cost of bandwidth has dropped over 85% in last 5 years (from $14K in 2001
to < $1.5K per month for E1 lines to US)
• Abundant and low-cost real estate in several urban areas
• Renters’ market today, 1.1 million sq.m. in new supply 2009-2010 of which
less than 10% is committed
• 4 to 8 year Income Tax Holiday
• Approximately 15% tax rate after lapse of holiday
Strong Government –
Private Sector
Partnership
• Comprehensive McKinsey-BPAP (Business Processing Association of the
Philippines) Roadmap 2010 to achieve $10+ Billion revenues, 1 million
employees
Global Reputation
• Catching up with India ($4.1 Billion in 12/08 versus $4.8 Billion for India in
3/08 but faster growth rate
• Positive experiences of captives Dell, JPMorgan, HSBC, Citi and
outsourcers Accenture, IBM, Teletech, Convergys, etc.
29
Philippine IT outsourcing: continuing to establish a strong
niche in global ITO space
IT Skills
IT Operations Mgt
Data Center Operations
Applications Development
& Maintenance
IT Infrastructure
Service Desk
Technical Consulting/ Business Analysis
Maintenance
Application Development & Deployment
Asset Management
Package Implementation
Remote Network
Application Conversion & Integration
Application Maintenance & Support
Copyright 2009: Business Processing Assoc iation of the Philippines. All rights reserved
30
Managed Services for the
Enterprise
Managed Services Business Drivers
Reduce Cost
Extend Solution Availability
Managed Service Organizations
Provide Economies of Scale
Real time monitoring of solution
and communication network
Global Best Practices
Resource Limitations
Access to best practices adopted
by top companies
Managed Service Organizations
Provides Abundance of Skilled
Manpower
Increase Productivity
Risk Management
Focus on core business – not
communication applications/
multi-vendor networks
Service Level Agreements
Enterprise Managed Services Focus Areas
Communication Infrastructure
Call Center Infrastructure
• IP Telephony
• Automatic Call Distribution
• Audio Conferencing
• Reporting
• Audio Messaging
• Self Service
• Video Infrastructure
• Workforce Management
• Recording
• Computer Telephony Integration
Computing
Network Infrastructure
• WAN
• Desktop Infrastructure
• LAN
• Server Infrastructure
• Security
• Storage
• Wireless
Managed IT Services Scope of Support
•
•
•
•
•
Incident Management
Problem Management
Change Management
Release Management
Security Management
•
•
•
•
•
Capacity Management
Service Desk
Availability Management
System Administration
Performance Management
Managed Services Operates on ITIL-Based
Standards
International set of documented IT best practices, which supports:
Reducing capital IT costs
Improving communication and information flows
Improving user productivity
Measurement and improvement of IT performance
and service provisioning
between IT and other departments
Ability of IT to adjust as business opportunities and
challenges arise
Defines IT in terms of services rather than systems
‒ Clearly identifies roles and responsibilities for Service Management
Effective foundation for quality IT service management
‒ Provides proven value to customers
Flexibility to choose services and scale as needed
‒ Definable and repeatable framework creates consistency and
simplifies working together
Managed Services Value Hierarchy
Enterprise Value
Build and
Managed
Outsourcing
Out-Tasking
Staff
Augmentation
Rapid Skills
Deployment
Core Competency
Optimization
Operational Efficiency
Capital and
Operational
Effectiveness
Build and Managed
Facility Build Out
• Site Selection
• Architectural Design
• Civil, Mechanical, and
Electrical Works
• Project Management
• Supplier Management
• Security
Technology Build Out
• Solutions Architecture
• Capacity Planning
• Equipment Acquisition
• System Integration
• Connectivity
Maintenance Services
Managed Services
• 24x7 Technical
Support
• Onsite Dispatch
• Parts Replacement
• Multi-Vendor
Management
• 24x7 Monitoring
• 24x7 Helpdesk
• T1, T2, T3 Support
• ITIL Based Processes
• Network Optimization
• Facility Management
Monthly Charges Per Seat Usage
Service Level Agreement
Diversified Technology Solutions
International Inc.
Corporate Overview
• Leading Systems integrator, managed facilities and managed technology provider in the
Philippines with Contact Center Domain and BPO Expertise
• Servicing over 50 contact centers, majority of top US call centers and Fortune 500 companies
• Installed/enabled 100,000+ call center seats in the US and Philippines
Value Offerings
•
•
•
•
•
Turnkey facilities complete with technology and telephony using a capital preservation model
Flexible facility solutions which include incubators and swing space
Network infrastructure connecting the US and the Philippines
Assistance on ancillary services such as recruitment, accounting, legal services
Contact Center Optimization, M&A Technology Integration, and Business Process Consulting
and Professional Services
• Contact Center Applications and Solutions including Hosting and Managed Services
• Supply of technology, global purchase discounts extended and full post sales support
• Global project management

Experience Excellence: The Philippine Advantage

Transcription

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