CallingtheCape

Without any doubt, there is an interrelation between the business process outsourcing (BPO) and the information communication technology (ICT) sectors, says Viola Manuel, the Executive Director of the Cape IT Initiative (CITI).

To support this bold pronouncement Manuel says technology enables business processes, including the BPO sector. However, Manuel wants a dramatic shift in perception of ICT from an enabler to a business accelerator.

“Entrepreneurs in BPO can facilitate and fast track the growth of their companies using technology; they can look to technology to dealing with challenges such as training and retention of skills. The World Economic Forum’s Global Competitiveness Report for 2007-2008, ranks South Africa as number 45 out of 131 countries in its World Competitiveness Index 2007-2008 putting us ahead of some of our competitors India, Philippines, Brazil and Poland. The report measures the productive potential of countries by examining the factors enabling national economies to achieve sustained economic growth and long-term prosperity. South Africa’s rankings in two pillars, namely efficiency enhancers and innovation factors, are very good but technological innovation scores the highest out of all the categories - higher education and training (ranked 56) market efficiency (33), business sophistication (32) and technological innovation (29) - that were taken into consideration. The overall raking for efficiency is 49 and 29 for innovation. Technological competency is clearly a recognised key competency”, she says.

She suggests that entrepreneurs in BPO could identity technology innovation gaps in their companies for ICT to address. “For example, employee-of-the-month recognition could happen in real time using electronic billboards that identify who is handling the most calls at any given time and companies can address training gaps without taking agents away from their work stations”. Her view rubbishes the opinion that technology takes over jobs. She argues that the alternative is a slow uptake or none on technology which hampers competitiveness and growth.

The platform for entrepreneurs tabling these gaps and potential opportunities is through CallingtheCape and CITI. At the same time she points out that the two organisations have to polish their interaction with each other and at a higher level. “There is room for improvement in our interaction as organisations and this is partly because in the past we were operating in silos vying for the attention of and funding from our masters. But we need to focus on the sustainability of these sectors which are interdependent on each other”.

She believes the plans by provincial government to streamline the reporting of BPO and ICT to one Director of Services will play a role in widening the channels for cooperation and fluidity thus ensuring that the marriage between BPO and ICT remains fertile.

Issue date: 12/05/2008