Home > Back to Publisher > Report Information

State of the Outsourcing Industry in the Americas

Black Book of Outsourcing
January 20, 2011
151 Pages - SKU: BBDM6135334

Abstract Table of Contents Search inside this report Related Reports

Introduction

The IT and business process outsourcing (BPO) market in the Americas was worth $260bn in 2009. Outsourcing activity in the Americas picked up in 2010, following a major slump in 2009. Contract activity in the market saw an increase in terms of the number of large (>$100m, <$1bn) and mega (>$1bn) deals.

Features and benefits

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

Highlights

This report finds that most users of outsourced services are satisfied with the service delivered by outsourcing vendors. The providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tended to be small companies in the wider context of the global outsourcing market.

Your key questions answered

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

Executive Summary: Relatively small players doing well on customer satisfaction; KPO vendors dominated in terms of client satisfaction; The US is the largest IT services and outsourcing market; Outsourcing activity in the Americas is centered on the public sector; Consolidation is evident among major players in the IT market; SAIC, CSC, and Lockheed Martin showed consistent performance
OVERVIEW: Introduction; Summary; Methodology
SURVEY FINDINGS 2010: OVERALL SATISFACTION: Overall satisfaction ranking for the Americas region; 5-Step quality assurance procedure; Distribution of survey respondents
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 AMERICAS: Introduction; Increased activity in the outsourcing industry in the Americas; H2 2009 was the toughest period for outsourcing activity in the Americas; H1 2010 recorded the highest number of mega deals; The US dominates outsourcing contract activity globally; Four countries have consistently driven outsourcing deals in the region; One contract was awarded in each of the Bahamas, Venezuela, and Costa Rica in H1 2010; Canada and Brazil showed considerable contribution to aggregate TCV; LATAM made a minimal contribution to TCV in H1 2010; Mixed trends recorded in ACV by region; Increasing dominance of public sector; Ongoing weakness in the travel and transport and banking industries; Central/federal government showed a significant increase in ACV; Defense accounted for the majority of the aggregate ACV in H1 2010; No single vendor dominates in the market in terms of volume; Large IT players adopting inorganic growth approach to retain market dominance; Vendors focused on the public sector and based in the US dominated contract activity; SAIC, CSC, and Lockheed Martin are among the more active vendors in the region; A single vendor always accounted for more than 10% of the aggregate TCV in each period; CSC accounted for most of the TCV in H1 2010; NSN makes it to the list of top 10 vendors by TCV in H1 2010; Several vendors with contracts in H1 2008 did not win a contract in H1 2010; General Dynamics was among the top three players by TCV, ACV, and number of contracts
CHANGING LANDSCAPE OF THE OUTSOURCING INDUSTRY IN THE AMERICAS: Government policies in the US expected to influence trends in the IT and BPO outsourcing industry; Healthcare insurance expected to increase demand for outsourcing; US security concerns will drive another wave in outsourcing; LATAM is a nearshore delivery center; Bundling of services expected to increase
OUTSOURCING IN THE AMERICAS: MARKET SIZE AND GROWTH: IT and BPO market in the Americas expected to reach $305bn by 2013; Consolidation in the IT market, creating diversified and large vendors with a multitude of capabilities; M&A activity will spur outsourcing activity as it has in the past; The contribution of LATAM to the IT services and BPO market in the Americas is projected to increase through 2010; A growth rate of 2.7% projected for the North American IT and BPO market during 2008-13; ILO will grow to $121bn by 2013; ALO will grow to $140bn by 2013; BPO sector expected to reach more than $43bn by 2013
MARKET SHARES OF OUTSOURCING VENDORS IN THE AMERICAS: Introduction; Top players continued to retain their positions in 2009; Nearshore/offshore providers strengthened their position among the top 20; IBM and HP continue to strengthen their position in the ILO and support services market; Four of the top five players have significant presence in the IT infrastructure market; The top 10 players in the project services and ALO market continued to grow; ACS continues to lead the BPO market in the Americas; Three vendors with strong Indian operations recorded strong growth rates
VENDOR PROFILES: Introduction
ACXIOM CORPORATION: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
ALPINE ACCESS: Business description; Clients; Major services and solutions; Key facts; Recent developments
AMERICAN DISCOVERY: Business description; Clients; Major services and solutions; Key facts; Recent developments
AMNET: Business description; Clients; Major services and solutions; Key facts
API: Business description; Clients; Major services and solutions; Key facts; Recent developments
ARAMARK: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
AURIGA: Business description; Clients; Major services and solutions; Key facts; Recent developments
CIBER: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
COPAL PARTNERS: Business description; Clients; Major services and solutions; Key facts; Recent developments
CLUTCH GROUP: Business description; Clients; Major products and services; Key facts; Recent developments
ECLERX: Business description; Revenue analysis; Clients; Major products and services; Key facts; Recent developments
INFORONICS: Business description; Clients; Major products and services; Key facts; Recent developments
MU SIGMA: Business description; Clients; Major services and solutions; Key facts; Recent developments
NIIT TECHNOLOGIES: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
ROSE FINANCIAL SERVICES: Business description; Clients; Major services and solutions; Key facts; Recent developments
SDD GLOBAL: Business description; Clients; Major services and solutions; Key facts; Recent developments
STEFANINI TECHTEAM: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
STREAM GLOBALSERVICES: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
THE SMART CUBE: Business description; Clients; Major services and solutions; Key facts
UNITEDLEX: Business description; Clients; Major products and services; Key facts; Recent developments
APPENDIX: Methodology; Further reading; Ask the analyst; Disclaimer

State of the Outsourcing Industry in the Americas

Share this report

Other tasks

Research Assistance

Related Markets

Outsourcing Reports

Free Alert Me service