Introduction
In recent years, the global financial markets were amidst the center of the worst crisis since the Great Depression of the 1930s. The impact was felt in terms of work outsourced by the FS sector. The aggregate TCV of outsourcing contracts declined since 2007, however, the number of outsourcing contracts improved in 2010 over 2009.
Features and benefits- Results of the world's largest primary research project on customer satisfaction with outsourced service provision.
- Analysis of outsourcing activity by geography and service type within the global FS sector.
Highlights
Datamonitor expects the global market for IT and business process outsourcing in the FS sector to reach $332bn, growing at a CAGR of 9% during 2008-13.
Your key questions answered- Which outsourced service providers provide the highest levels of customer satisfaction?
- What factors do FS clients consider most important when assessing satisfaction with outsourced service delivery?
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- Executive Summary
- Requirements awareness is the most important criteria
- KPO players led the customer satisfaction ranking
- Decrease in FS outsourcing activity
- Players with varying capabilities and sizes address FS outsourcing requirements
- Regulatory changes to create demand for outsourcing
- Nearshoring is the current trend
- Emergence of alternative platforms of service delivery in the FS sector
- OVERVIEW
- Introduction
- Summary
- Methodology
- Satisfaction criteria
- Questionnaire design
- SURVEY FINDINIG 2010, GLOBAL FS
- Overall Satisfaction Rankings
- Scoring key for overall satisfaction ranking
- The survey successfully captures the views of service users
- The surveyed population was global
- Outsourcing works: 90% of respondents are satisfied or very satisfied
- Performance Criteria Rankings
- Nine performance criteria
- Requirements awareness is the most important performance criteria
- Requirements awareness
- Shared goals
- Financial benefits
- Risk mitigation
- Partnership approach
- Problem resolution
- Corporate reputation
- Skills and resources
- Future orientation
- SURVEY FINDINGS 2010, ICT OUTSOURCING IN FS
- Overall satisfaction ranking
- The survey successfully captures the views of service users
- Outsourcing is a viable option: 63% of respondents are satisfied or very satisfied
- Performance criteria rankings
- Problem resolution was the most important of the nine performance criteria assessed for financial services ICT clients
- OUTSOURCING CONTRACTS ACTIVITY, GLOBAL FS SECTOR
- Overview
- Decline in outsourcing by financial service providers
- Few mega-deals
- Reduced outsourcing in 2009 and 2010
- ACV recorded the lowest figure in the first half of 2010
- Fluctuating ACVs in insurance
- A market for several players of varying sizes
- IBM Corp, CSC and TCS contributed most to aggregate TCV in H2 2010
- Five vendors expanded presence in the FS outsourcing landscape
- The US, the UK and India were the top three signing regions in H2 2010
- Germany was the fourth largest market by volume
- The three most lucrative regions
- TCV decreased for the US and the UK
- MARKET TRENDS, OUTSOURCING IN THE GLOBAL FS SECTOR
- Introduction
- Outsourcing in the FS sector expected to reach $332bn by 2013
- Government policies to influence trends in the IT and BPO outsourcing industry
- Reforms in the banking sector to create demand for domain specific IT services
- Document and record management
- Outsourcing of legacy books by insurers
- Increasing acceptance of private clouds
- OUTSOURCING VENDOR LANDSCAPE, GLOBAL FS SECTOR
- Nearshoring of FS IT services increasing in short term
- Inorganic growth opportunities for outsourcing vendors
- Emergence of web and mobile platforms
- VENDOR PROFILES
- Introduction
- 3I INFOTECH
- Business description
- Clients
- Revenue breakdown
- Major products and services
- Key facts
- Recent developments
- ACCENTURE
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- AMBA RESEARCH
- Business description
- Clients
- Major services and solutions
- Key facts
- Recent developments
- ATOS ORIGIN
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent development
- COPAL PARTNERS
- Business description
- Clients
- Major services and solutions
- Key facts
- Recent developments
- CRITIGEN
- Overview
- Clients
- Major services and solutions
- Key facts
- Recent developments
- DELL
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- ECLERX SERVICES
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- GENPACT
- Business description
- Revenue breakdown
- Clients
- Major services and solutions
- Key facts
- Recent developments
- HEADSTRONG CORPORATION
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key Facts
- Recent developments
- 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
- INFOSYS
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- NIIT
- Overview
- Revenue breakdown
- Clients
- Major services and solutions
- Key facts
- Recent developments
- OCÉ
- Business description
- Clients
- Revenue breakdown
- Major products and services
- Key facts
- Recent developments
- PANGEA3
- Business description
- Clients
- Major services and solutions
- Key facts
- Recent developments
- SG ANALYTICS
- Business description
- Clients
- Major services and solutions
- Key facts
- Recent developments
- TCS
- Business description
- Clients
- Revenue breakdown
- Major services and solutions
- Key facts
- Recent developments
- UNITEDLEX
- Business description
- Clients
- 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
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