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2010 Leading Providers of Document Process Outsourcing Services

Black Book of Outsourcing
March 29, 2011
129 Pages - SKU: BBDM6329225

Abstract Table of Contents Search inside this report Related Reports

Introduction

The global document process outsourcing (DPO) industry showed positive signs in 2010, following a weak performance during 2008-09. However, the contracts signed in 2010 are yet to cross the 2007 levels. Majority of the respondents in the 2010 Black Book of Outsourcing customer satisfaction survey were satisfied with the services provided by DPO vendors.

Features and benefits

Results of the world's largest primary research project on customer satisfaction with outsourced document process service provision.
Analysis of activity by region, industry and service type in the global document process outsourcing market.

Highlights

In the customer satisfaction rankings, service providers with DPO as a core competence dominated the list.

Your key questions answered

Which outsourced service providers provide the highest levels of customer satisfaction?
Which factors do clients consider most important when assessing satisfaction with outsourced service delivery?

Executive Summary: Problem resolution is the most important of the nine performance criteria; Players with DPO as core competence dominate the customer satisfaction ranking; Majority of the DPO contracts are part of large contracts; Various sectors awarded contracts consistently; Local government reduced DPO activity; Exponential growth in unstructured data driving demand for DPO services
OVERVIEW: Introduction; Summary; Methodology
SURVEY FINDINGS 2010: OVERALL SATISFACTION: [Missing title]; Outsourcing works: 77% of all respondents are satisfied or very satisfied; The survey successfully captures the views of service users; The surveyed population was global; The survey responses were divided across multiple industry sectors; Client organizations of all sizes were represented in the survey
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA: Problem resolution is the most important of the nine performance criteria assessed; Requirements awareness; Shared goals; Financial benefits; Risk mitigation; Partnership approach; Problem resolution; Corporate reputation; Skills and resources; Future orientation; Survey findings 2010: overall satisfaction for six DPO service lines
GLOBAL DOCUMENT PROCESS OUTSOURCING CONTRACT ACTIVITY: Introduction; DPO services classification; Overview of the global DPO contract activity; Positive trend in DPO contracts; Exponential increase in annual contract value since 2008; Most DPO contracts are part of large contracts; Central/federal government dominated DPO contract activity in 2010; Five sectors awarded contracts consistently; Public sector accounted for about 90% of the aggregate TCV in 2010; Local government reduced DPO activity; Only two developing nations signed DPO contract in 2010; The US saw the highest number of contract signings during 2006-10; The UK recorded the highest TCV in 2010; No country other than the US and the UK accounted for more that 10% of aggregate TCV; Canada continued to contribute to aggregate TCV during 2006-09; Only three vendors won multiple contracts in 2010; Leading IT vendors saw continuous contract wins through 2006-10; Vendors winning mega deals in 2010 topped the list by TCV; Most vendors signed contracts in only one year
GLOBAL DOCUMENT PROCESS OUTSOURCING MARKET TRENDS: Introduction; Unstructured data; Process efficiencies and cost advantages drive demand for DPO; DPO vendors enhance capabilities through acquisitions; Regulatory requirements compel organization to adopt DPO
VENDOR PROFILES: Introduction
AUXILIO INC: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
CAPGEMINI: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
COGNIZANT TECHNOLOGY SOLUTIONS: Business description; Clients; Revenue breakdown; Major products and services; Key facts; Recent developments
CSC: Business description; Clients; Revenue breakdown; Major solutions and services; Key facts; Recent developments
FUJITSU: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
HOV SERVICES: Business description; Clients; Revenue breakdown; Major products and services; Key facts; Recent development
HP: 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
NORTHROP GRUMMAN: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
OCÉ: Business description; Clients; Revenue breakdown; Major products and services; Key facts; Recent developments
RR DONNELLEY: Business description; Clients; Revenue breakdown; Major services and solutions; Key Facts; Recent developments
T-SYSTEMS: 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
XEROX: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
APPENDIX: Methodology; Further reading; Ask the analyst; Disclaimer

2010 Leading Providers of Document Process Outsourcing Services

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