2010 Leading ICT Outsourcers in the Travel, Tourism and Leisure Sector
Black Book of Outsourcing
May 5, 2011 77 Pages - SKU: BBDM6384653
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Introduction
Uncertain economic conditions, volatile demand, increasing fuel costs and competition added to the troubles of the global travel, tourism and leisure (TTL) sector. The slowdown in the global economy during 2007-09 further impacted the TTL sector as consumers and businesses cut their spending on travel and hospitality.
Features and benefits- Results of the world's largest primary research project on customer satisfaction with outsourced ICT service provision in the TTL sector.
- Complemented with assessment of IT and ICT outsourcing market activity.
Highlights
The top rated service providers were relatively small, while the larger players occupied lower positions. The vendors ranked in the survey represent a mix of both IT and ICT services providers. The survey population was global in nature and a majority of the respondents represented Europe and the US.
Your key questions answered- Which outsourced ICT service providers provide the highest levels of customer satisfaction?
- What factors do TTL clients consider most important to outsourced ICT service delivery?
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- Executive Summary
- Service users represented the majority of respondents
- Smaller players doing well on customer satisfaction
- Travel and transportation outsourcing contracts are typically low in value
- The aviation sector actively outsourced ICT-related services
- Increased attention to security matters
- Rising operational costs
- High customer expectations
- OVERVIEW
- Introduction
- Summary
- Methodology
- Satisfaction criteria
- Questionnaire design
- SURVEY FINDINGS 2010: OVERALL SATISFACTION
- Introduction
- Overall satisfaction
- Overall satisfaction rankings
- Outsourcing works: 72.7% of all respondents were satisfied or very satisfied
- Service users represented the majority of respondents
- The survey population was global, with around 62% of respondents being in EMEA
- Skills and resources and financial benefits were selected as the most important criteria
- Five-step quality assurance procedure
- SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
- Nine performance criteria
- Requirements awareness
- Shared goals
- Financial benefits
- Risk mitigation
- Partnership approach
- Problem resolution
- Corporate reputation
- Skills and resources
- Future orientation
- OUTSOURCING CONTRACT ACTIVITY IN GLOBAL TTL
- Introduction
- Overview of contracting activity by T&T sector
- Outsourcing activity dropped in 2010
- The aviation sector actively outsourced ICT-related services
- Top outsourcing players offered a mix of IT and ICT services
- Outsourcing by T&T decreased in North America
- Outsourcing by Indian T&T has increased fourfold since 2007
- IT as a critical part of overall growth strategy for the leisure industry
- ISSUES AND CHALLENGES
- Introduction
- Increased attention to security matters
- [Missing title]
- Rising operational costs
- Addressing inefficiencies in air traffic management costs
- Use of technology, hardware virtualization and software-oriented architecture, to drive costs down
- Fuel saving and flight planning systems
- High customer expectations
- Mobile check-in in travel, tourism, and leisure
- VENDOR PROFILES
- Introduction
- ATOS ORIGIN
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent development
- DELL
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- IGATE
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- IBM
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- NIIT
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- XCHANGING
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- APPENDIX
- Methodology
- Further reading
- Ask the analyst
- Disclaimer
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