The Irish Business Process Services Sector

1. TPS Seminar on Shared Services 8th, March, 2011. Joe Breslin Stephen Hughes The Irish Business Process Services Sector

2. The Business Process Outsourcing Industry in Ireland • Irish Providers • 30 companies, employing almost 4,500 people. • Regionally located industry • Turnover of €250m + of which €60m + is exported • Growing at 10%-20% each year • Key Domestic Players (representing 70% of total employment) • Abtran • Fexco • Forward Emphasis • Rigney Dolphin • SouthWestern • OSG • Plan to double employment in 3 to 5 years • Multinational Competitors • Accenture, Capita, EDS, IBM,TCS, Cap Gemini, HP, ACS, Conduit • Deliver services from India/far-shore

3. Irish BPO companies provide centralised delivery of one , many or all of the following services: • Enablers • Technology • R&D • People • Innovation • International Skills • World Class Methodology • Benchmarking • Business Process Services • Financial Services • Call centre • Grant Aid processing • Claims processing • Registration • Public Helpline • Database Management (Animals) • Finance and Administration • Human Resource Administration • Customer Relationship Management • IT • Hosting • Application Development • Application support • Etc • Shared Service can be ; One Department, 3rd party, New Agency, Insource or combination

4. Established: 1997 - Irish owned, limited company • Abtran is a leading indigenous provider of Business Process Outsourcing services. With over 1000 employees and operating across multiple business sites, Abtran specialises in the operation of shared service partnerships across leading private and public sector organisations. • Over the past ten years, Abtran has worked extensively on behalf of large Government and semi-state organisations, developing sector specific expertise. Clients include ESB, An Post, BSkyB, Hibernian Aviva as well as a number of Government Departments, Agencies and Local Authorities. • In April 2009, the company announced plans to invest €6m in research and development together with the creation of 250 graduate level positions. The opening of the “Learning & Innovation Centre” represented a collaboration with clients, Enterprise Ireland and universities to research new ways of delivering services to the public and customers of its client organisations. • Abtran considers itself a strategic business partner that works in tandem with clients to understand their long term business needs, to evolve their service offering and to transform the way they do business

5. FEXCO are a global provider of Merchant, Business and Consumer Services. They employ 785 employees in Ireland and almost 1,400 in total and their headquarters are in Killorglin, County Kerry.  FEXCO Business Services provide Shared Services,Customer Services, and Third Party Administration services to over 2,000 public and private sector customers. FEXCO Merchant Services provide of foreign exchange management for credit card transactions to over 3,500 organisations processing over 600 million transactions annually. FEXCO Consumer Services offers a suite of financial and tourist-focused services through over 3,000 intermediaries and directly to individuals, both domestically and globally. FEXCO has over 28 years experience in multi-discipline service delivery. FEXCO manages three contact centres in Killorglin, Tralee & Caherciveen. FEXCO manages over 2.7 million Prize Bond customer holdings and handles over 1 million calls a year for Bord Gáis. In a joint venture with Bord Fáilte it manages accomodation reservations for over 20,000 tourism locations across Ireland. FEXCO is regulated by the Financial Regulator.

6. HQ in Clonakilty, Co. Cork • Currently employ 450+ people skilled in: • Shared Services • Customer Services • Claims Processing • Industry specific • Database Management • Document Management • Market leader in providing Business Process Outsourcing & Customer Services to blue chip public and private sector clients • Delivering in Irish, UK, Polish and International Markets • End-to-end outsourcing model with nearshore program management • Secure ISO environment with guaranteed confidentiality

7. Established in 1990, Irish owned, providing customer facing and back office services across a range of industry sectors and in the public sector. • Employ over 850 staff across 4 sites in Ireland • Annual Revenues exceeding €25 million. • State of the art 500 seat contact centre in Waterford • Business model based on building long-term partnerships • with clients offering high levels of value added services • ISO 9001:2008 certified, member of the Marketing Institute, IDMA & CCMA. Approved by the Data Protection Commissioner. Deloitte best managed company 2009

8. Forward Emphasis International specialise in Business Processing and Specialist Customer Relationship Management Outsourcing. • The company has 400 agent positions and operates from two CRM and BPO locations, at Malin Head and Buncrana as well as a rapid response centre in Belfast, Northern Ireland, servicing Fortune 500 and FTSE 100 clients. Forward Emphasis International has three specialised divisions: FORWARD FINANCE • Delivers bespoke and audited CRM BPO services to the financial services and banking sector in the UK and Ireland. FORWARD RESEARCH • Delivers bespoke market research programmes for the professional services sector, local and central government and FMCG industry. FORWARD CHANGE • Delivers bespoke CRM and Payment Processing and membership programmes to the not-for-profit and government sector. • The skill base and experience of these divisions enable Forward Emphasis International to offer cost effective, flexible and innovative call handling and data management solutions. • Their philosophy is built around the drive to understand the needs of those interacting with the company from customers, to employees, suppliers and stakeholders.

9. OSG Overview Founded as Insurance Loss Adjusting Practice 26 years old Various owners – 2002 MBO and Reposition Expanded offering as Insurance Outsourcer Last four years – major growth organically & by acquisition T/O – In excess of €20M Employees - 246 Handle 100,000+ cases per annum

10. Transition Models • Shared Service companies operate gradual, flexible transition models. • Integration • Transformation • Internationalisation • Use Shared Service capability to redesign and identify • Core Policy type work that must remain. • Non Core • Retained • Contract out • Continuously contest : Objective of delivering long term value

11. Benefits • Create new jobs in internationally traded Irish services Co’s • Reduce Public sector costs by up to 30% • Provide High Quality, Proven Services • Foster innovation in Indigenous business • Create long term jobs and value add in Ireland where management decisions are made • Strengthen the partnership between the Public and Private sector • Create contestability in the Public Service while creating jobs

12. Questions from Enterprise Ireland • What is the best way for the private sector to progress a partnership approach with government to mutual benefit? • Are there areas that you think the industry should prioritise? • Is there additional information that will be helpful to you, and/or that might remove any concerns that exist.

13. TPS Seminar on Shared Services 8th, March, 2011. Joe Breslin Stephen Hughes Innovation Through Public Procurement

14. Opportunities and Issues in Public Sector • Public procurement accounts for €14bn expenditure annually equating to 11.5% of GNP • Clients find it difficult to identify and connect early to emerging opportunities in Ireland • Reference sites in Ireland are of key importance as clients seek to participate in public sector contracts in overseas markets. • Governments are concerned by the levels of participation/success by indigenous SME. • Contracting authorities are becoming more aware of the wider economic impact of their procurement spend and the role SME can play in the value chain • Green Public Procurement is emerging as a key driver for change

15. Government Focus on Procurement Reform • Programme for National Government • National Recovery Plan • Procurement Innovation Group • 10 Step Guide to Buying Innovation • National Procurement Service • Innovation Task Force • Green Public Procurement

16. Opportunities for SME Engagement • The development of an Organisation Charter and programmes for SME engagement on procurement • The appointment of an Executive Champion to drive on connection between procurement and wider economic impact • Memorandum of Understanding on SME Engagement • Development and implementation of Innovation Procurement Plans • The use of Pre-commercial Procurement for proactive engagement of SME • Provide access to key suppliers for better supply chain value add

17. What Enterprise Ireland can do • Access to innovative SME & solutions • Connection to emerging innovations ( PCP) • Develop collaborative groups & clusters • Connecting to third level • Experience in major R&D and EU funding programmes • Connecting internationally to like minded organisations & centres of excellence

18. Local Government Computer Services Board • Moving away from MNC licenced based solutions • Evaluating “Open Source” software platforms & solutions • Current e-Tenders RFI notification across 5 priority areas • 70 client companies identified and engaged • Workshops planned for Mid March in East Point

19. SBIR: Phased Pre-Commercial Procurement

20. Thank You • Stephen Hughes • Manager Public Procurement • Stephen.hughes@enterprise-ireland.com • 01-7272104 • Joe Breslin • Manager, Financial Services & Business Process Outsourcing • Joe.breslin@enterprise-ireland.com • 01 7272833

21. Innovation Through Public Procurement

22. TPS Seminar on Shared Services 8th, March, 2011. Joe Breslin Stephen Hughes The Irish Business Process Services Sector