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08Spotlight on BPO and ITOin Nigeria In the global economy, services are at the heart of all economic activity. Innovation and efficiency have become crucial to economic growth and new service industries e m p l o y i n g i n t e r n e t technologies offer high potential for economic development and social advancement. In Business Process Outsourcing and Information Technology Outsourcing (BPO/ITO), these services are provided by third party vendors. The global BPO/ITO industry is estimated to be worth US$ 120 billion–150 billion. The offshore category (where the client and the vendor are located in di fferent countr ies) is estimated to be worth some US$ 11.4 billion. While the

largest vendors are located in North America and Europe, more advanced developing countries are also active in this market and are now moving from providing only low-end, back-office services (data entry) to more integrated and higher-end bundled services, such as customer care, human resource management and product development. Although outsourcing can significantly contribute to the growth of African economies, interviews with African BPO/ITO operators h a v e s h o w n t h a t knowledge of business opportunities as well as of the requirements of foreign markets, both regionally and internationally, is a

major challenge for many companies. ‘B r i d g e s A c r o s s B o r d e r s ’ h i g h l i g h t s in ternat ional ly agreed requirements and delivers an African perspective. The event combines knowledge and networking. It allows f o r e i g n e x p e r t s t o constructively discuss with African counterparts how best to position the continent and create a competitive business environment so that local providers can take advantage of the global BPO/ITO trend. The event is also a platform for national service sector associations and companies to promote partnerships and exchange market information.

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Branding

08:00Registration

08:30 - 09:30Bridges Across Borders Networking EventWelcoming remarks - Nigeria Export Promotion Council

Opening statement - International Trade Centre UNCTAD/WTO

Launching of the Pan-African BPO/ITO Association Initiative

10:30 - 11:00Coffee Break11:00 - 12:30Becoming a BPO/ITO Player: what international clients want from

African outsourcing contractors

09:30 - 10:30Branding Africa as a BPO/ITO Destination

Outsourcing Destination:To attract BPO/ITO business, and strengthen supply capability, it is crucial that Africa is positioned on the BPO/ITO world map. Branding Africa in this sector is important, to reflect a growing capability to service outsourcing business. Aligned to this is the impor tance o f improv ing ICT infrastructure as the backbone of this sector, hence facilitating trade in services.

Services represent your brand and must be aligned with any advertised promise for strategic growth. It is important for Africa to create and strengthen brand awareness in the BPO/ITO sector, via marketing, logo development and brand core messages. Business networking events, industry associations, direct marketing, and media and public relations opportunities are useful avenues to pursue, to position African capability in the global marketplace.

Mr Ryan Nichols, Excend, North American outsourcing brokerMr Paul Tjia, GPI Consultancy, European outsourcing broker

12:30 - 14:00Lunch Break

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Positioning Africa28 October

Questions & Answers

Questions & Answers

Innovative Initiative by the Nigerian GovernmentBrown bag presentation

Thoughts on African Branding, NigeriaMr Costin Lianu - Best Practice, Romania

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Competitiveness

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ICT Improvementsin AfricaCompetitiveness fuels efficiencies, comparative advantages, economies of scale and innovation. Within Africa commitments are in place to improve ICT infrastructure — from power supply to internet connectivity — opening the door to enormous opportunities for the BPO/ITO sector.

In addition to higher levels of literacy, allied business framework efficiencies, governance, market access and transparency bode well for this sector’s most promising candidates — SMEs. These small and medium-sized enterprises are flexible, knowledge-centric, able to respond to requests rapidly and adaptable to the needs of foreign outsourcing customers — a business model well received by the international marketplace.

In addition, interfaces are being written in local African languages, although a degree of literacy is required to utilize these programmes. Attaining the higher levels of literacy and knowledge required by the outsourcing sector will assist Africa in its mission to become increasingly competitive in the BPO/ITO space.

0814:00 - 15:30Key components for an effective BPO/ITO industry

enterprise competitivenessbusiness framework efficiencyinternational market access

Mr Mohammad Shahabuddin, ITIDA and MCIT, India

15:30 - 16:00Coffee Break

16:00 - 17:30Business advocacythe role of companiesthe return on investmentMr Mark Kobayashi-Hillary, European Outsourcing Association

Business Environment28 October

Questions & Answers

Questions & Answers

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20:00 - 22:00Dinner

17:30Day’s Summary

Host: Nigeria Export Promotion Council

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Industry Trends

BPO/ITOIt is predicted that the BPO market will reach US$ 450 billion by 2012. In order for Africa to respond to global trends, one area of focus is on education and training to meet international client needs. Skills, flexibility, standards and credibility are important platforms for Africa to discover, own and promote its BPO niche. Differentiation is a key global trend, with its flow-on effects directed not just at BPO beneficiaries, but on a pan-African macro-economic level. Savings, consumption, tax revenue and employment will be improved by BPO supply capability. Disadvantaged groups, such as women in certain circumstances and disabled people, could also play a role in this field. Skilled labour, supportive policies and favourable infrastructure are among the key factors for African BPO success.

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0809:00 - 10:30African Response to Global Trends

skills and flexibility: Dr John KariukiKenya College of Communications & Technologystandards and credibility: Dr Barry DwolatzkyJohannesburg Centre for Software Engineering, Wits Universitydifferentiation and competitiveness: Dr Kwame AboagyeUniversity of Ghana Business Schoolmoderated by Dr Austin Nwese, Lagos Business School

10:30 - 11:00Coffee Break

12:30 - 14:00Lunch Break

Global Opportunities29 October

Cont. - Questions & Answers

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08Networking30 October

13:00 - 14:30Lunch Break — CONCLUSION OF PROGRAMME

12:00 - 12:30Networking Tips

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14:00 - 18:00Networking: pre-scheduled bilateral business consultations

09:00 - 12:30Networking: pre-scheduled bilateral business consultations

12:30 - 13:00Closure: the past, the present and the way forward

Competitive Initiative by a Nigerian CompanyBrown bag presentation

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