Service Management Program


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Preliminary Study for the Corporate Services Segments of the IT-BPM Industry

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The Information and Communications Technology Office of the Department of Science and Technology (DOST-ICTO) with the support of the Information Technology and Business Process Association of the Philippines (IBPAP), aimed to develop a strategy framework for the corporate services segments (CSS) of the IT and business process management  (IT-BPM) industry. These segments include: finance and accounting, insurance, and human resources business processes. The study team also identified underpinning issues and challenges relative to these sectors and made initial recommendations that would lay the groundwork in improving and increasing the country’s ability to capture a larger share of these segments in the global IT-BPM market. A series of activities were pursued to help formulate the findings of the study. These activities include a survey among CSS service providers and global in-house centers, mainly member-companies of IBPAP, followed by a series of focus group discussions and a workshop that aimed to validate and integrate the initial findings. A forum was held in April 2013 where the global in-house centers provided more perspectives on the study.

Executive Summary

The Preliminary Study for the CSS of the IT-BPM industry is part of the development of a broader information and communications technology (ICT) strategy to sustainably increase the Philippines’ share of the non-voice and high-value segments of the global sourcing industry. This project addresses the need to climb up the value chain, especially in the CSS, given the twin threats from the growing number of countries pursuing the provision of offshore services and increasing protectionist pressure favoring nearshoring.

The Philippines is at the cusp of a demographic dividend. The available workforce ( those aged15 to 64 years) will soon constitute an overwhelming majority of the population. This should bode well for the country’s IT-BPM industry as it aims to increase  its headcount by 2016 to 1.3 million employees. The need goes beyond just the supply of graduates. The IT-BPM industry, in close partnership with the academe and the education agencies of the government, need to ensure that the incoming workforce  are also trained with the disciplines to acquire the skills needed by CSS firms.

The CSS largely mirrors the imperatives of the larger IT-BPM industry. The workshop participants echoed the urgent need for a broad and sustainable education strategy that will assure large-scale improvement in the quality of the talent pool. Although many companies acknowledged the efforts of the DOST-ICTO and IBPAP, the clear consensus points to better communicate these efforts and to integrate these initiatives to enable more collaboration among government, the academe, and the industry.

The need for a better orchestrated national IT-BPM strategy was also highlighted. There was an indication of  the need to review and improve the communications plan and programs and  provide resources that will help in executing programs in the areas of the CSS, specifically in terms of talent development, marketing, among others. 

This paper is meant to capture all the insights from the participants in the project with the objective of providing some guidance useful in supporting the continued growth of the IT-BPM industry.
This study, commissioned to project consultants, is based on views presented by the CSS companies through a survey, focus group discussions, and a culminating workshop supplemented by secondary data.

The study team is hopeful that the results of this effort will drive strategic initiatives that, in turn, will produce sustainable, long-lasting benefits for the stakeholders in the corporate services segment, the IT-BPM industry as a whole, and the country at large.

Project Team
Patricia May M. Abejo, Director, DOST-ICTO
Gillian Joyce G. Virata, Senior Executive Director, IBPAP
Caesar O. V. Parlade, Practice Director, Integris Offshore Business Solutions
George R. Francisco, Consultant, Integris Offshore Business Solutions
Carolyn P. Echavez, DOST-ICTO
Indu V. Badlani, IBPAP
Alexis L. Chua, Integris Offshore Business Solutions

About the Publishers

Department of Science and Technology - Information and Communications Technology Office (DOST-ICTO)

The Information and Communications Technology Office (ICTO) is a government agency under the policy, technical and administrative supervision of the Department of Science and Technology (DOST). It is tasked to lead and harmonize initiatives on ICT using a multi-stakeholder approach. Its primary thrusts include ICT industry development, eGovernment, ICT policy development, Internet for all and Cybersecurity. 

In the area of ICT industry development, the DOST-ICTO is tasked to formulate, recommend and implement appropriate policy and program framework that will promote the rapid development and improved global competitiveness of the country’s ICT industry, including the IT-BPM industry. Towards this end, the DOST-ICTO implements and coordinates strategic and targeted programs in the areas of industry capability development, marketing and research, and workforce development for said industry. The programs will also support the national government’s objectives of sustained economic development through the generation of investments and creation of jobs from the ICT industry.

Information Technology and Business Process Association of the Philippines (IBPAP)

The Information Technology and Business Process Association of the Philippines (IBPAP), formerly the Business Processing Association of the Philippines (BPAP), is the enabling association for the IT BPM industry in the Philippines. IBPAP serves as the one-stop information and advocacy gateway for the industry. With approximately 300 industry and support-industry members, including five associations—the Animation Council of the Philippines, Inc., Contact Center Association of the Philippines, Game Developers Association of the Philippines, Healthcare Information Management Outsourcing Association of the Philippines, and the Philippine Software Industry Association—IBPAP plays a pivotal role in sustaining rapid growth of the IT-BPM and GIC industry by working to ensure an enduring supply of high-quality labor, supporting service innovation, and providing country visibility. 

IBPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless development process. Ongoing support is provided through a wide variety of initiatives, including programs for HR development, business development, knowledge sharing and networking opportunities.


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