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Outsourcing in the UK and Ireland

Black Book of Outsourcing
November 30, 2010
109 Pages - SKU: BBDM6105587

Abstract Table of Contents Search inside this report Related Reports

Countries covered: Ireland, United Kingdom

Introduction

The IT and business process outsourcing (BPO) market in the UK and Ireland was worth $52 billion in 2009. This report combines primary research on customer satisfaction with assessments of market activity to present a multifaceted view of the outsourcing industry today.

Features and benefits

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

Highlights

The IT and business process outsourcing (BPO) market in the UK and Ireland was worth $52bn in 2009. This report combines primary research on customer satisfaction with assessments of market activity to present a multifaceted view of the outsourcing industry today.

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: Small players doing well on customer satisfaction; KPO vendors outperformed IT in terms of client satisfaction; UK positioned as second largest outsourcing market after US; Annual spend on outsourcing expected to reach $60bn by 2013 in the UK and Ireland; Central government playing a predominant role in outsourcing; Offshore providers appear on the top 10 list
OVERVIEW: Introduction; Summary; Methodology
SURVEY FINDINGS 2010: OVERALL SATISFACTION: Overall satisfaction ranking
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA: Overview; Requirements awareness; Shared goals; Financial benefits; Risk mitigation; Partnership approach; Problem resolution; Corporate reputation; Skills and resources; Future orientation
OUTSOURCING CONTRACT ACTIVITY IN THE UK AND IRELAND: The UK and Ireland together accounted for more than 50% of European outsourcing by TCV in 2009; UK's share in the global outsourcing industry shrank to 16% in H1 2010; Number of deals is down in H1 2010 from H1 2009, while average and total contract value are up; Annual contract value rising steadily since H1 2009; More than 60% of all contracts in H1 2010 were awarded by central government; Central government continues to dominate signings by annual contract value; More than 80% of contracts are awarded for IT services; The top three vendors captured more than 60% of the TCV in H1 2010; Seven of the top 10 vendors in H1 2010 are headquartered in Europe, but two of the top three are non-European firms; No single vendor dominates the market in terms of the number of contracts awarded
UK AND IRELAND OUTSOURCING MARKET AND GROWTH: UK and Ireland IT and BPO market expected to reach $60bn by 2013; ILO will grow to $21bn by 2013; ALO will grow to $23bn by 2013; BPO sector expected to reach more than $14bn by 2013, growing at a CAGR of 6.5%
UK AND IRELAND OUTSOURCING VENDOR SHARE: Introduction; Top players focused around the public sector; Offshore providers coming to the top 20 list; BPO-sector vendors outperform IT-focused vendors; Small and niche IT vendors may lose their share; HP's acquisition of EDS puts it on top of the ILO vendor list; BT has made it into the top two in the ALO market, coming after IBM; Capita continues to top the chart in the BPO segment; Focused players expected to lead the market; BPO players are building their IT capabilities; Entry of offshore BPO players likely to lift M&A activity in the UK BPO industry
VENDOR PROFILES: Introduction
ACCENTURE: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
AMBA RESEARCH: Overview; Clients; Major services and solutions; Key facts
AMNET: Overview; Clients; Major services and solutions; Key facts
BRITISH TELECOMMUNICATIONS OVERVIEW: Revenue breakdown; Clients; Major services and solutions; Key facts
CAPGEMINI: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
CAPITA GROUP: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
COPAL PARTNERS: Overview; Clients; Major services and solutions; Key facts
DELL: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
ECLERX SERVICES: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
HP: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
IBM: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
ICG COMMERCE: Overview; Clients; Major services and solutions; Key facts
NIIT TECHNOLOGIES: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
PANGEA3: Overview; Clients; Major services and solutions; Key facts
SDD GLOBAL: Overview; Clients; Major services and solutions; Key facts
TCS: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
THE SMART CUBE: Overview; Clients; Major services and solutions; Key facts
UNITEDLEX: Overview; Clients; Major services and solutions; Key facts
VERTEXOVERVIEW: Clients; Major services and solutions; Key facts
XCHANGING: Overview; Revenue breakdown; Clients; Major services and solutions; Key facts
APPENDIX: Methodology; Further reading; Ask the analyst; Disclaimer

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