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Published on January 20, 2008

Author: Riccardino

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Opportunities in Jamaica’s Information & Communications Technology Sector:  Opportunities in Jamaica’s Information & Communications Technology Sector January 2005 www.investjamaica.com The government has selected the Information & Communication Technology (ICT) sector as a strategic industry for growth and development:  The government has selected the Information & Communication Technology (ICT) sector as a strategic industry for growth and development National Industrial Policy – IT recognised as a key strategic sector Not only for its export potential but as a necessary foundation for upgrading production methods in all sectors And for improving the skills and efficiency of the labour force National Strategic IT Plan – 5 year development plan to create a knowledge based economy Human resource development Establishment of infrastructure New legislation and policies to stimulate growth in the sector Jamaica offers a full range of ICT services ranging from the low to the high end :  Jamaica offers a full range of ICT services ranging from the low to the high end Mapping out outsourcing High technical barriers Low domain* barriers Low technical barriers High domain* barriers * Understanding of customers’ requirements software development network administration system maintenance customer interaction (spoken) customer interaction (written) back office processes market research transcription data capture translation Business Process Outsourcing Customer Contact Outsourcing Information Technology Outsourcing …..with a focus on four main areas:  …..with a focus on four main areas Contact Centres Software Business Process Outsourcing Telecommunications Slide5:  THE CONTACT CENTRE INDUSTRY Jamaica is fast becoming a location of choice for outsourcers:  Jamaica is fast becoming a location of choice for outsourcers Source: The Worldwide Teleservices Outsourcing Market: Analysis & Forecast, 2002-2003, Customer Interaction Solutions, 2003 “Additionally, outsourcers are becoming available in the Caribbean at a furious rate: Jamaica is a popular destination right now.” Jamaica has the highest number of contact centre agents in the Caribbean:  Jamaica has the highest number of contact centre agents in the Caribbean Source: Caribbean Call Centre Report, Nortel Networks/Zagada Institute, 2002: CURRENTLY 4,500 – 5,000 There are a number of factors that make Jamaica an attractive location for contact centres:  There are a number of factors that make Jamaica an attractive location for contact centres Highly skilled, dedicated and service oriented work force Very low staff turnover Excellent telecommunications infrastructure Low operating costs English speaking Close proximity to the US mainland and a gateway to both North and South America Significant cost savings can be gained by relocating to Jamaica:  Significant cost savings can be gained by relocating to Jamaica Significant cost savings can be gained by relocating to Jamaica (cont):  Significant cost savings can be gained by relocating to Jamaica (cont) Pricing per agent/hour Source: Philip Cohen, 2002 – International call centre consultant Jamaican call centres offer a wide variety of services :  Jamaican call centres offer a wide variety of services Inbound Inquiries Help desk/Technical support Travel reservations Complaints handling Payment authorisation Outbound Telemarketing Telesurvey Debt collection Sales verification Tax & freight collection Contact Centres Affiliated Computer Services (www.acs-inc.com) Alliance One Inc (www.allianceoneinc.com) National Asset Recovery Services (www.narsnet.com) e-Services Group/Sitel Caribbean (www.sitelcaribbean.com) Teleservices Direct (www.teleservicesdirect.com) Touchpoint Centres International (www.tpci.net) VistaPrint (www.vistaprint.com) West Corporation (www.west.com) Westcom (www.westcomjamaica.com) Slide12:  THE SOFTWARE INDUSTRY The government has invested heavily in developing a pool of world class graduates with software skills:  The government has invested heavily in developing a pool of world class graduates with software skills Establishment of the Caribbean Institute of Technology (CIT) Joint venture between the Government, HEART, University of the West Indies, University of Hertfordshire, Furman University and Indusa plc Offers a 10 month course of full time study designed to teach graduates the concepts and skills required for a career in software development Franchising the CIT program to other public and private sector institutions Our three universities University of the West Indies University of Technology Northern Caribbean University The government has partnered with CISCO & UNDP to establish a computer network training program in Jamaica:  The government has partnered with CISCO & UNDP to establish a computer network training program in Jamaica The initiative will create a critical mass of technicians who can design, build and maintain computer networks A CISCO regional academy has been established in Jamaica to deliver the CISCO Certified Network Associate (CCNA) program 10 other local academies to be established at other institutions throughout the country Plans to extend the program to other countries in the Caribbean There are a number of local ICT companies offering world class products and services:  There are a number of local ICT companies offering world class products and services Mona Informatix (www.monainformatix.com.jm) Provider of 3-D modeling, data conversion and computer aided design (CAD) services for all aircraft models for Boeing Airlines Only company in the Caribbean using the state of the art modeling software CATIA First IT company in Jamaica to be ISO 9002 certified MC Systems Ltd Developed eMoney – a software solution for remittance services. Awarded the best ecommerce solution in the Caribbean region from Microsoft, 2002 Developed Bigpaycentral.com which was nominated as the Best Small Business Solution in the World at Microsoft Fusion 2002 out of 900 entrants worldwide and won the award for Best Small Business Solution for the Caribbean Slide16:  BUSINESS PROCESS OUTSOURCING BPO is migrating to higher value added services :  BPO is migrating to higher value added services Mapping out outsourcing High technical barriers Low domain* barriers Low technical barriers High domain* barriers * Understanding of customers’ requirements software development network administration system maintenance customer interaction (spoken) customer interaction (written) back office processes market research transcription data capture translation Business Process Outsourcing Customer Contact Outsourcing Information Technology Outsourcing There are a range of services that can be established here on a near-shore basis:  There are a range of services that can be established here on a near-shore basis Administrative services including tax processing, claims processing, asset management, document management, transcription and translation Financial services including billing services, accounting transactions, tax consulting and compliance, risk management, financial reporting and financial analysis Payment services including credit/debit card services, cheque processing, transaction processing Professional services including architecture, engineering, accounting and legal services Slide19:  THE TELECOMMUNICATIONS INDUSTRY In 1999, the government made a decision to liberalise the telecommunications industry in a three phased approach:  In 1999, the government made a decision to liberalise the telecommunications industry in a three phased approach Phase I March 2000 Phase II September 2001 March 2003 Phase III Opened the market to competition in wireless cellular services Opened the market for the provision of customer equipment Allowed companies with Single Entity Free Trade Zone status and new Free Zones to provide their own telecoms service Opened the market to the resale of data, international voice and Internet access Competition in domestic facilities and services Cable TV providers allowed to become Internet service providers (ISP) All facilities and services open to competition including international voice and data The government adopted a phased approach to liberalisation to ensure that the necessary regulatory framework has in place, particularly for consumer protection Competition has grown the potential market for domestic cellular services:  Competition has grown the potential market for domestic cellular services Source: Ministry of Commerce, Science & Technology, 2004 The benefits of liberalisation Reduced cost, particularly for international voice & data services Greater choice Internet service providers (ISPs) charges have fallen significantly due to increased competition There are incentives available for companies in the ICT industry:  There are incentives available for companies in the ICT industry A company that acquires Single Entity Free Zone status is entitled to: No taxation on profits No duties on the importation of capital equipment Establish its own telecommunications infrastructure independent of any provider Concessionary rental rates for specific locations Training support for employees The University of Technology offers a full service incubator supporting early stage technology start ups:  The University of Technology offers a full service incubator supporting early stage technology start ups Multimedia Data & Internet Application Service Provider www.ticjamaica.com JAMPRO plays an active role in facilitating and encouraging investment in the ICT sector:  JAMPRO plays an active role in facilitating and encouraging investment in the ICT sector Evaluating the available government incentives. Providing assistance to foreign investors in securing permits and approvals. Helping businesses to get duty concessions for the re-equipment and upgrading of plants. Helping with overseas marketing. Arranging itineraries for business persons travelling abroad or coming to Jamaica. Identifying sources of financial and technical assistance. Locating office space. Contact details for JAMPRO worldwide:  Contact details for JAMPRO worldwide Head Office 18 Trafalgar Road Kingston 10 Jamaica Tel: (876) 978-7755, 978-3337 Fax: (876) 946-0090 jampro@investjamaica.com Montego Bay Mutual Life Building 30 Market Street, 2nd Floor Montego Bay Tel: (876) 952-3420 Fax: (876) 952-1384 jamprombay@investjamaica.com United States of America JAMPRO/Jamaica Trade Commission c/o Consulate General of Jamaica 767 Third Avenue, Suite 303 New York, NY 10017 Tel: 212 935 9000, 212 308 5056 Fax: 212 306 5230 jamprony@investjamaica.com United Kingdom JAMPRO/Jamaica Trade Commission c/o Jamaica High Commission 1 Prince Consort Road London, SW7 2BZ United Kingdom Tel: 020 7584 8894 Fax: 020 7823 9886 jamprouk@investjamaica.com

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