P H I L I P P I N E
D E L E G A T I O N
I T & BUSINESS PROCESS ASSOCIATION OF THE PHILIPPINES
2017
Projected Philippine IT-BPM Growth
www.ibpap.org 2
About IBPAP The Information Technology and Business Process Association of the Philippines (IBPAP) is the enabling association for the information technology and business process management (IT-BPM) industry in the Philippines.
IBPAP was founded in 2004, and is supported by many stakeholders. IBPAP serves as the one-stop information and advocacy gateway for the industry, with over 300 industry and support-industry members; including multiple sub-sector associations (see graph on left). IBPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless development process. Ongoing support is provided through a wide variety of initiatives, including programs such as IndustryAcademe partnerships, research & knowledge sharing, HR development, business development, and networking opportunities. 3
Since 2004, IBPAP has led the Philippine IT-BPM industry’s growth through multiple initiatives. Roadmap 2010 Launch
IBPAP Inception
2007-2009 Next Wave Cities Program launched Awarded the “Best Outsourcing Destination” (3 times) Tholons: Philippines as #2 Outsourcing Destination
Development of IT-BPM courses with TESDA
2004 - 2006
2007
2008
2009
2010
Roadmap 2016 Launch
IBPAP TIMELINE 4
IBPAP Representatives: Genny Marcial Executive Director of External Affairs
Gwendolyn Torres Marketing & Communications Manager
gennymarcial@ibpap.org
gwendolyntorres@ibpap.org
2009-2013: Inclusion of BPO in BOI List for the Investment Priorities Plan Accelerate PH Roadmap 2022 Launch Lifting of Prohibition of night IBPAP Firsts: work for Women HRCC Labor Forum Cebu GMAM Cybercrime Business Resiliency Summit Prevention Act signed IT Security Summit (RA 10175)
2011
2012
Data Privacy Act signed (RA 10173)
2013
2014
2016
2010-2014: BPAP becomes IBPAP TESDA allocates P500M toward IT-BPM courses CHED approves the Service Management Program
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P H I L I P P I N E
D E L E G A T I O N
2017
I T & BUSINESS PROCESS ASSOCIATION OF THE PHILIPPINES
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Delegates: Russell Stephens General Manager russell.stephens@acquirebpo.com
Andrew Moroney Business Development Manager andrew.moroney@ shoreoutsourcing.com
Website: www.acquirebpo.com
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Acquire BPO is an award-winning, global business outsourcer headquartered in Australia and with locations in the United States, the Philippines and the Dominican Republic. Acquire provides contact centre and back office services for clients across many industries including telecommunications, banking and financial services, insurance, technology, education and retail. With a strong focus on culture, it has built a team that is passionate about service excellence and innovation— developing and leveraging some of the latest technologies to ensure its clients are at the forefront of their industries. Winner of last year’s CEBIT Australia Business Technology Award for Service Distinction and the only Australian company on the International Association of Outsourcing Professionals (IAOP’s) world’s best outsourcing providers list, Acquire has also been recognised as industry leaders by Deloitte, PwC, Call Centre Week and the International Business Awards, among others.
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It’s Australian-owned and managed, offering unparalleled access to key stakeholders and transparency of operations. It has a robust understanding of the Australian regulatory and compliance landscape. Australian-based Prince2-certified Project Managers and Account Managers ensure a risk-free transition and close client collaboration. Offshore offices are fitted out to Australian standards and managed by an experienced leadership team who deliver a performance edge. Internationally redundant network infrastructure enables smooth client operations. And as Genesys’ first true BPO partner, Acquire proudly provides omni-channel technology solutions that streamline customer engagement across all touchpoints.
In 2014, Acquire completed its acquisition of SHORE Solutions, one of the fastestgrowing Philippine BPOs. SHORE is distinguished by its fully customisable models backed by its solid suite of shared support services including facilities management, recruitment, HR, finance and IT support. The combined entities of Acquire and SHORE offer a full suite of outsourcing operations for organisations across Asia, Australia, the United Kingdom and the United States, with 7,000 employees in 12 locations. 9
Philippine Delegates
As Australia’s largest outsourcer to the Philippines, Acquire has a definitive edge over its competitors:
Delegates: David Young Chief Operations Officer, Asia david.young@adec-innovations.com
Jeannette Carillo Executive Director jeanette.carillo@adec-innovations.com
Website: www.adec-innovations.com
ADEC Innovations is an impact investing company that designs, develops and delivers a comprehensive and cuttingedge portfolio of sustainable business solutions to meet the Environmental, Social and Governance (ESG) thrust of the world’s leading organizations. Ensuring sustainability and long-term financial viability is the key component of our impact investing framework. With a global force of over 5,000 employees, our presence spans five continents – Asia, Australia, Europe, Africa and North America. We offer a wide range of solutions and consulting services across multiple fields: ADEC Innovations ESG solutions provide industry expertise, data management and software solutions, helping you save time, reduce costs, optimize resource use and drive operational efficiencies. ADEC Innovations Environmental Data Services capture value and manage risks in site development for corporate, engineering, insurance, banking and legal organizations by transforming weeks of data gathering and analysis into a matter of minutes.
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ADEC Innovations Knowledge Management is a key player in learning and development, as well the educational services industry, by bringing customized learning solutions that facilitate effective learning in both academic and corporate settings.
Through ADEC Philippines Managed Services, our Data Management offers efficient and seamless offshore and onshore outsourcing services to help organizations save time and money. Utilizing our services enables companies to concentrate more on their core competencies, improving their overall performance in the process. ADEC Innovations Health Solutions help improve the delivery of healthcare on a larger scale. Our business process management portfolio ranges from data management to clinical coding, advanced analytics and other knowledge process management solutions for the healthcare industry. In all these business areas, we aggregate, organize and give visibility to data to enable our clients’ leaders and stakeholders to make informed decisions. Our comprehensive suite of ESG solutions assists organizations to minimize environmental impacts, achieve operational efficiencies and drive long-term business growth through sustainable profitability.
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Philippine Delegates
ADEC Innovations Data Management—has over 20 years of experience in Business Process Management, Knowledge Process Outsourcing and Document Management Outsourcing. The company’s significant resources, capabilities and expertise allow it to deliver targeted solutions that maximize the utility of data for non-core processes, enabling corporate clients to focus on their core business priorities and competencies.
Delegates: Michael Sendall COO michael.sendall@teamhgs.com
Website: www.teamhgs.com
Hinduja Global Solutions, a part of the multi-billion dollar conglomerate Hinduja Group, is a leader in optimizing the customer experience and helps to create value for our clients. HGS provides a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS operates a global network of 60 customer experience centers across the U.S., Canada, the UK, India, the Netherlands, France, Germany, Italy, Jamaica, UAE, and the Philippines. We deliver 67% of revenues locally, enabling intimate customer relationships and long-term, sustainable results. Collectively,
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Hinduja Global Solution Limited (HGS) is listed on both the leading stock exchanges of India - Bombay Stock Exchange (Symbol: 532859) and National Stock Exchange (Symbol: HGS). The Company’s consolidated report includes financials of all the subsidiaries of the Company. In the last Financial Year ended 31st March 2015, HGS reported revenues of USD 458 million and a profit of about USD 27 million. HGS continues to be recognized by the industry, analyst community and the media for its ability to deliver impact for our clients through their journey of customer experience. Garnering a host of recognition awards in the CIO Review, the Stevie Award, European Call Centre and Customer Service Awards, the EMEA, the International Association of Outsourcing Professionals and Corporate Affairs and Forum Awards, naming a few, HGS has dominated the industries and is considered being among the best of industry leaders.
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Philippine Delegates
these centers offer the advantages of lower risks, round-the-clock productivity, shorter lead-time, enhanced cost benefits, and faster response due to zero communication gaps.
Delegates: Jo Ann Plastina Outsourcing Unit Head japlastina@indracompany.com
Mac Brian Mann Managed Services Cluster Head mbmann@indracompany.com
Jose Luis Osuna Espinar Head of BPO Global Business Development jlosuna@indracompany.com.es
Website: www.indracompany.com/en
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Indra is one of the main global consulting and technology companies, and the technology partner for core business operations of its clients worldwide. In 2016, the multinational reported revenues of â‚Ź2.709 billion, had a workforce of 34,000 professionals, a local presence in 46 countries, and delivered projects in more than 140 countries. The company provides unique in-house solutions and advanced technology services that allow our customers to solve their most critical issues and enhance their processes, efficiency, profitability and differentiation, for market segments such as Defense & Security, Transport & Traffic, Energy & Industry, Telecommunications & Media, Financial Services and Public Administrations & Healthcare. Through its Minsait unit, the company provides a response to the challenges of digital transformation.
Indra Philippines is a global competency center for offshore development projects worldwide through the Indra Software Labs in Manila. Together with 20 other high-performance software development centers around the world, the Indra Software Labs provide nearshore-offshore local development and constant R&D to provide innovative solutions and services to Indra’s clients. Throughout the years, the Philippine office of Indra has consistently maintained its position as one of the highest performing affiliates of Indra. With our solid experience and drive for constant improvement within the organization, Indra in the Philippines fully expects this tradition of excellence to continue.
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Philippine Delegates
Indra has been present in the Philippines since 1995 and is one of the leading IT companies providing services and solutions in the country and in Southeast Asia. It has over 1,000 professionals who have mostly grown within the organization, coming from the leading universities in the country. Our consultants have undergone rigorous screening and training programs in order to maintain the company’s level of excellence in providing the utmost in customer service to our clients.
Delegates: Fred Chua CEO fred.chua@magellan-solutions.com
Website: www.magellan-solutions.com
Magellan Solutions Outsourcing, Inc. is a Philippine corporation registered with the SEC in 2003 for developing business opportunities in the contact centre and business process management industry. It offers a comprehensive range of BPO services as well as inbound and outbound contact centre services. Its 600-seat facility in Metro Manila has redundant and sophisticated call centre platforms that have ACD, IVR, skills-based routing, voice recording, customized reporting, unified messaging, and predictive dialing capabilities. The company’s advantage is its processdriven approach in managing outsourcing relationships with its clientele that is predominantly composed of smallto-medium sized enterprises (SMEs). As a generalist organization, it has competencies in industries like medical, education, consumer products, financial, engineering, hospitality, and technology
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Its process-driven structure deploys six-sigma methodologies for KPI and employee performance management. This is achieved using a unique mix of dedicated and shared systems that were developed throughout more than 10 years experience of catering to programs requiring less or unique resources. Its facility is designed for continuous operations with redundancies on power, connectivity, VoIP providers, and solutions platform. It is situated in different buildings with independent power generator backups, while being connected to 3 of the largest telecommunications providers in the country. For VoIP, it uses 4 different providers giving origination and termination services. For customized operations, it uses 3 call centre platforms. Magellan Solutions has earned the ISO 27001 Certification since 2013 – one of the globally accepted information security standards. The company is also HIPAA compliant and PCI-DSS compliant.
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Philippine Delegates
segments. With the goal of providing the right balance of cost and quality, it is accustomed to tailor-fitting the processes that work best for each client through proper scoping and expectation-setting. Aside from SMEs, the company can also serve large publicly listed companies such as AT&T and Nuance Communications to name a few.
Delegates: David Lesniak CEO david.lesniak@personiv.com
Paulo Cheung Country Site Head paulo.cheung@personiv.com
Linda Pile RPO Operations Head linda.pile@personiv.com
Kelly Liwanag Digital Fufillment Operations Head kelly.liwanag@personiv.com
Website: www.personiv.com 18
Efficiency with a 30-year history. Delivering more than just outsourcing, we focus on bringing efficiency to businesses large and small through cost-effective solutions. From customer engagement to back office and recruiting to design, our team of skilled talent stands ready to complete projects with quality and confidence, allowing our customers to focus on goal-reaching strategic priorities. We hire, train and retain top talent with a customized plan perfect for any brand, delivering high-quality work quickly and effectively, while our customers enjoy cost savings of up to 75%. Whether our clients are looking to build a team, increase sales or master productivity, we help them define success for years to come. A global economy requires global solutions
Why Personiv?
Philippine Delegates
We allow businesses to quickly add the specific skills and scale they need to meet the challenges they face. Delivering more than just outsourcing, our focus is on bringing efficiency through cost-effective solutions. From customer engagement to back office and recruiting to design, our team of skilled talent stands ready to complete projects with quality and confidence, allowing you to focus on goal-reaching strategic priorities. Our Services: • Recruiting Support Services (RPO) • Graphic Design & Creative Services • Digital Services • Customer Care & Lead Generation Services • Back Office Services
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Delegates: Jeffrey Mendoza Asia Pacific Regional Sales Head jgmendoza@pldt.com.ph
Website: www.pldt.com
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PLDT Enterprise is the business arm of the leading telecommunications and digital services provider in the country. Through its different units, the Enterprise group is dedicated to deliver solutions that enable business owners to adapt to evolving technological needs by means of providing access to innovative solutions that optimize efficiency, continuity, connectivity, and enhanced customer experience.
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Philippine Delegates
Leveraging on PLDT’s robust nationwide infrastructure, PLDT Enterprise makes it its mission to empower customers with innovative solutions and technologies aimed to bring business to the next level and remain competitive amidst the global digital disruption.
Delegates: Juven Joson Market Circle Head juven.joson@pointwest.com.ph
Jon Paolo Alfonso Business Development & Marketing jon.alfonso@pointwest.com.ph
Website: www.pointwest.com.ph
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Founded in 2003 by pioneers of the Philippine Global Sourcing industry, Pointwest creates value for its list of satisfied clients — including top Fortune 100 and local companies — with worldclass IT and BPM services backed by international-standard methodologies, and innovative practices. With leadership affirmed through the International ICT Awards’ Hall of Fame recognition for “Best Filipino-Owned Company,” and excellence pronounced in extensive industry experience in financial services, retail, transportation, logistics, travel, healthcare, utilities, media, and the public sector, Pointwest transforms businesses for the fourth industrial revolution with digital offerings in Analytics, User Experience, Enterprise Mobile, Agile-DevOps, and Cloud Computing.
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Easimed targets quality patient-centric care, providing a digital directory of healthcare professionals, enabling LOA queueing from smartphones, and transforming clinics into a digital practice through a practice management tool. Autoparq aims to reduce traffic, carbon emission from cruising cars, and lost productivity through a parking area locator with slot reservation features, right from one’s mobile device. Arko, an award-winning mobile application, provides flood, storm surge and landslide hazard information to pro-actively save lives and property. EESY empowers event participants to react to segments and speakers, rate them, and be engaged in real-time through gamification. CenterPoint, a service management platform configurable for any workflowbased process, enables information transparency and actionable insights on services delivery for improved company productivity.
Pointwest supports its strong presence in North America, Japan, Singapore, Australia, and New Zealand, with its three delivery centers in Metro Manila and satellite offices in the United States. It incorporated Pointwest Global, LLC, in 2014 to further the company’s thrust to be a major global player in the ICT industry.
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Philippine Delegates
Pointwest carries digital products in healthcare, transportation, disaster management, customer engagement, and service management:
Delegates: Courtney Simpson Director of Marketing Courtney.Simpson@startek.com
Website: www.startek.com
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BUILDING BRANDS ONE CONVERSATION AT A TIME. World class customer engagement starts with world class conversations – and that’s where we come in. We’re STARTEK, and we specialize in orchestrating the ideal customer experience at the point of conversation between you and your customers.
Whether engaging on the phone, online, in person, in your contact center or in ours, STARTEK can help you turn your strong customer relationships into unbreakable ones. Because the outcome of every conversation matters.
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Philippine Delegates
Powered by the science of dialogue, our customer engagement specialists and communication scientists understand the human component of the contact center better than anyone. In fact, our omni-channel engagement solutions have helped countless brands, including JD Power award-winning companies, connect emotionally, solve issues, and improve net promoter scores.
Delegates: Sohan David Operations Strategy Director david@tbservices.com.au
Website: www.tbsglobal.net
Tactical Business Services Pty Ltd [TBS Global] is an Australian owned Business Process Outsourcing (BPO) and contact centre with its own operation centres in Philippines. Established in 2004 in Sydney Australia, TBS Global expanded its services to the Philippines in 2010 to gain benefits of cost efficiency, infrastructure and highly skilled personnel. Considered a niche BPO, the company focuses on organic growth within its client base and as a result, has experienced steady incremental growth. Clients consider TBS Global more as an extension of their own business rather than a 3rd party service provider. Continuous commitment to process efficiency, agile and open attitudes towards change management and periodical review of project by business managers adds true value to TBS Global clients.
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The organisation has a strong people focus with corporate values including adding value, empowering its people and encouraging “out of the box� forward thinking culture for its people.
- Inbound telephone customer service support - Inbound email and ticketing solutions - Level 1 to 3 technical helpdesk support - Live chat integration and support - Lead generation and tele sales - Sales process management - Order process management - Data validation and enhancement - Bookkeeping services - Payroll TBS Global will appoint a business unit manager to assist with clients outsource transformation strategy as well as manage the day to day success of the project.
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Philippine Delegates
TBS Global focuses its efforts in CRM solutions which are suitable for SOHO, SME and mid-level Enterprise clients
Partner Associations
Building C2, Suite 511 Bonifacio High Street Bonifacio Global City, Taguig, MM PHILIPPINES
May 23
May 24
May 25
May 26
CeBIT Exhibit
CeBIT Exhibit
CeBIT Exhibit
Business Matching
10:00am-5:30pm
9:00am-6:00pm
9:00am-4:30pm
9:00am-1:00pm
CeBIT Networking
Australia-Philippine
Australia-Philippines
Drinks
Business Council
Forum
6:00pm-7:00pm
Welcome Reception
1:00pm - 4:30pm
6:00pm - 8:00pm
www.ibpap.org
2017 Delegates’ Itinerary
IT & Business Process Association of the Philippines (IBPAP)