Breakthroughs Issue No.1-2020 by IBPAP

THE BUSI NESS J OURNAL O F T H E IT- B P M INDU ST RY

BREAKTHROUGHS

ISSUE NO. 1-2020

WWW.IBPAP.ORG

M A R K T H E D AT E

ON TO THE

NEXT PHASE

OF IT-BPM 4

INVESTING IN THE FILIPINO TALENT

WORLD-CLASS HEALTHCARE SERVICE WITH A FILIPINO TOUCH

SUSTAINED GROWTH MOMENTUM FOR PHILIPPINE IT-BPM SECTOR

DIGITAL CITIES 2025: A BRIGHTER FUTURE AWAITS IN THE COUNTRYSIDE

IBPAP pursues initiatives for the framework development of the national upskilling and reskilling program.

Despite numerous challenges, the sector was able to sustain its Legato Health Technologies Philippines, growth momentum by year-end of 2019. Inc. aims to make a positive impact on business communities.

The initiative, which continues the legacy of Next Wave Cities, aims to drive inclusive growth.

WWW.IBPAP.ORG

M A R K T H E D AT E

BREAKTHROUGHS 2020 - ISSUE NO.1

F E AT U R E

MESSAGE FROM THE PRESIDENT IBPAP BOARD OF TRUSTEES Industry Representatives Ayhee Campos, Country Head, Infosys BPM Limited – Philippine Branch

Dear Valued Members, The last couple of years have certainly been eventful with significant events at a global and domestic front that introduced some challenges and opportunities to Philippine IT and Business Process Management (IT-BPM) and other local industries such as agriculture, electronics and semiconductor, and manufacturing. As we entered 2020, we were faced with a new set of obstacles that were brought about by COVID-19. Despite the unprecedented circumstances, the sector continues to demonstrate its resilience, tenacity, and enduring role as a major economic driver. Throughout the community quarantine, the IT and Business Process Association of the Philippines (IBPAP) was constantly engaging with the relevant government agencies to ensure that stakeholders were equipped with the right information and tools to optimize the IT-BPM workforce without compromising on their health and safety. Being one of the only few industries that truly persevered during these trying and uncertain times, it is critical for the IT-BPM sector to adapt to the “new normal” and remain agile, especially in light of the serious ambiguity that still lies ahead of us. We are not out of the woods yet and we cannot afford to lose our focus. At this point, it has become even clearer that we need to take strategic and sustained action in the following priority areas to further strengthen the Philippines’ position as a top investment destination for global services:

Talent Development: Although widespread digitalization had already been pushing the industry’s upskilling and reskilling agenda forward, the health crisis has become an additional impetus for ensuring that Philippine IT-BPM’s talent pool is able to pivot to higher-value services through a strategic, scalable, and sustainable talent upskilling and reskilling program.

Country Marketing: Due to the rapidly shifting investment landscape, it is imperative that we allocate resources on country branding to attract more investors and locators to the Philippines. Our overall narrative has to highlight not only the highlevel skills of the Filipino workforce but also of the sector’s resilience and tenacity amid the pandemic.

Policy Shaping: With a number of economic and political changes greatly impacting our industry, the pivotal role of enabling and responsive public policies in sustaining the sector cannot be overstated. In view of the outbreak, it has become even

more vital that we fortify our role in the formulation of proposed bills to secure the livelihood of millions of Filipinos and contribute to nation building.

Inclusive Growth: To reinvigorate the economy, it’s essential that we cultivate more Digital Cities in the countryside by working with the government and other regional bodies on talent availability, infrastructure, cost, and business environment. Creating new investment hubs that support the IT-BPM ecosystem will spur the development of other business industries, generate more jobs, and de-risk Metro Manila concentration.

Startups and SMEs: As engines of growth, innovation, and healthy competition, it is crucial that we facilitate the recovery of startups and small and medium-sized enterprises (SMEs) who were largely affected by COVID-19. While many were able to adapt, almost half continue to be concerned about the future.

There continue to be serious challenges ahead for the Philippines and the IT-BPM sector but there are also a wealth of opportunities that we can leverage off to equip our talent with the right skills to pivot to higher-value jobs and services, put the necessary enabling policies in place, and turn technological disruptions and advancements into an advantage over our competitors— something that will only be realized through the collective action of the various stakeholders from the industry, support sectors, academe, and government. The dialogue on rebalancing, reshaping, and re-solutioning for the sector’s future is paramount to the country’s continuing relevance amid and beyond the health crisis. It will require multi-agency, multi-industry, and multi-sectoral cooperation to ensure that conversations become plans, plans become actions, and actions lead to more opportunities for Filipinos towards the Philippines’ economic recovery and development. Rey E. Untal President & CEO IT & Business Process Association of the Philippines

WWW.IBPAP.ORG

Celeste Ilagan, Senior Vice President – Marketing and External Affairs, SPi Global Holdings, Inc. Nico Jose Nolledo, Chair & CEO, Xurpas, Inc. Lito Tayag, Country Managing Director, Accenture Philippines Raoul Teh, Chief Executive Officer and Managing Director, JPMorgan Chase & Co.’s Global Service Center – Philippines Non-Industry Representatives Juan Victor Hernandez, Senior Vice President and Head, PLDT and Smart Enterprise Business Groups David Leechiu, Co-Founder and CEO, Leechiu Property Consultants, Inc. Peter Maquera, Senior Vice President, Globe Business, Globe Telecom, Inc. Partner Associations Juan Miguel Del Rosario, President, Animation Council of the Philippines, Inc. Benedict Hernandez, Chair, Contact Center Association of the Philippines Alvin Juban, President, Game Developers Association of the Philippines Elaine Kunkle, Chair, Global In-house Centers Council Roger Salazar, President, Healthcare Information Management Association of the Philippines Jonathan De Luzuriaga, President, Philippine Software Industry Association Corporate Secretary Bob Guinto, NMGRA Law Offices Executive Team Rey Untal, President & CEO Frankie Antolin, Executive Director for Talent Development Ricky Salvador, Executive Director for External Affairs and Investor Relations Jopat Lelay, Chief of Staff

STAFF BOX Breakthroughs is published by MediaFocus Management Services, Inc. IBPAP Team: Jopat Lelay, Chief of Staff Pauline Mangosing, Marketing and Communications Manager OJ Serrano, Marketing and Communications Officer Indu Bhavnani, Membership Senior Manager Jae Gil, Membership Specialist Cholo Antonio, Project Specialist Editorial Team: Armie Duarte; Jing Lejano; Bubbles Salvador; Twinnie Ramos For advertising opportunities, please email Twinnie Ramos at twinnie@mediafocus.com.ph

P H OTO C OV E R BY : J C G E L L I D O N O N U NS P L AS H

M A R K T H E D AT E

Investing in the Filipino Talent and Enabling the Philippines to Move Up the Global Value Chain By IBPAP

For 2020, IBPAP is targeting to launch a scaled pilot project in cooperation with the Department of Information and Communications Technology (DICT), the Development Academy of the Philippines (DAP), and its partner associations. Already, a dedicated team for talent attraction and development has convened with possible enabling partners to develop a framework for implementation and monitoring.

With a workforce that has the potential to harness new technological trends, the Philippines can be further empowered to provide unparalleled customer experience to its local and international clients given that enabling conditions are met and appropriate interventions are carried out.

Top priority skill areas have been identified for all six subsectors based on what can be efficiently deployed via online platforms, support countryside development, and improve teleworking capacity of the current and future workforce.

As the voice of the IT-BPM sector, the IT and Business Process Association of the Philippines (IBPAP) is already making strides on this front— strategizing with key government agencies and academic institutions on how to promote lifelong learning and, more importantly, enable the Filipino talent to pivot to higher-value services. “Though efforts around capacity building had already been a priority for the industry, the pandemic has accelerated the shift to more digital solutions,” said Rey Untal, IBPAP President and CEO. “In this light, developing pre- and in-workforce through a strategic, scalable, and sustainable talent attraction and development initiative has become even more critical for the sector’s continued growth and expansion.”

Developing the Filipino Talent At the center of IBPAP’s talent attraction and development strategy is a proposal to establish a national upskilling and reskilling program, which intends to upskill 1 Million Filipinos over a five-year period. The initiative will offer near-hire training grants, upskilling vouchers, scholarships and immersions, student grants, and tertiary education subsidies for individuals; train-the-trainer programs and massive open online courses (MOOCs) for teachers; and boot camps and teaching opportunities for industry veterans.

By end-of-year, the goal is to upskill 1,000 fulltime employees and provide a proof of concept for a national upskilling and reskilling program that will hopefully replicate the success of other talent attraction and development initiatives such as SkillsFuture in Singapore, TalentCorp in Malaysia, and the National Skill Development Corporation (NSDC) in India.

Getting Ahead of the Curve IBPAP is also working with the Technical Education and Skills Development Authority (TESDA) for other talent attraction and development initiatives that will complement the different components and delivery channels under the proposed national upskilling and reskilling program.

Data gathered through the survey will help realign private and public sector initiatives with the future job requirements of the Filipino workforce in response to the disruptive technologies of the Fourth Industrial Revolution. The initial report, which was submitted earlier this year, is already undergoing the validation process.

Pivoting to Higher-Value Work Although widespread digitalization had already been pushing the sector’s upskilling and reskilling agenda forward, the health crisis has become an additional impetus in ensuring that Philippine ITBPM’s current talent pool is able to pivot to highervalue services, especially as the country’s business and economic landscape is reshaped. According to global analysts, COVID-19 will drive clients to embrace more innovations that will allow less reliance on legacy infrastructures, upgrade operational efficiency, and improve overall customer experience. In fact, share of digital-focused services has already exceeded that of traditional services in 2019 due to increased demand for analytics, automation, and cloud. In this regard, IBPAP expects that 73% of the workforce or 1.15 Million full-time employees will have taken up mid- and high-skill jobs by 2022. To put this into context, only 54% of the workforce was capable of mid and high-value work in 2016.

After signing a Memorandum of Understanding last October 2019, IBPAP and TESDA are already making headway in this endeavor with the Workplace Skills and Satisfaction (WSS) Survey as one of the methodologies under the Skills Needs Anticipation (SNA) for the IT-BPM industry.

“The adoption of next generation technologies will inevitably overhaul the current state of work. However, the transformation will be centered around the redefinition and augmentation of human work rather than elimination,” said Frankie Antolin, IBPAP Executive Director for Talent Development.

“While the demand for our services continues to come in, it is imperative for the sector to remain agile amidst a changing IT-BPM landscape,” said Ayhee Campos, IBPAP Vice Chair. “Our focus at the moment is to keep partnering with the industry, academe, and government to drive curriculum enhancement and initiate a mindset pivot to ensure the Filipino workforce is ready to answer the growing and shifting needs of the global marketplace.”

“The argument should not be about whether technological disruption will create or remove jobs. It should be more about finding ways to help humans wield these new tools and one way to accomplish this is to enable the movement of the existing workforce up the value chain through upskilling, reskilling, and promoting lifelong learning.”

BREAKTHROUGHS 2020 - ISSUE NO.1

P H OTO BY : MI M I T HI A N O N U NS P L AS H

alent is, without question, at the heart of the Philippines’ core value proposition and one of the main reasons why the IT and Business Process Management (IT-BPM) industry is the economic powerhouse it is today. Because on top of being creative, emotive, and service-oriented, Filipinos are also known all over the world as agile, collaborative, innovative, and resilient.

F E AT U R E

The FUTURE of Work The importance of human skills in the continued growth and development of an organization By Breakthroughs Team

n most parts of the Philippines, life is slow, and earning a living can be challenging. Take the case of Markel—a farmer who also worked as a tricycle driver, he only managed to earn P3,000 a month. It wasn’t surprising that his wife needed to work as a domestic helper in Singapore. Markel harbored many dreams for his family. Thus, when he was given an opportunity to join a career preparation program for the business outsourcing industry, he jumped right in. The fact that he didn’t know how to use the computer and wasn’t good in English did not deter Markel. He worked hard at learning his lessons; even coming in on Saturdays so that he could keep up in class. At the end of the program, Markel was among the graduates who were given the chance to work at a call center. His earnings tripled to P10,000 and he soon convinced his wife and relatives to go through the training program as well. He has since been promoted and now works as a trainer. Markel exemplifies the importance of human skills over technical skills in career advancement. “We believe that the future of work is human,” says Zhihan Lee, CEO and co-founder, BagoSphere, a training organization striving to develop the next generation of talent for the next generation of business. THE IMPORTANCE OF BEING HUMAN Whether you know it as socioemotional skills, noncognitive skills, or soft skills, human skills involve characteristics which allow a person to solve a problem, come up with solutions, adapt to change, and work with others. Lee explains, “It all starts when we are very young. Look at kids playing with others. You see them having fun but you also see them collaborating, working with each other. They have creative ideas, imaginative ideas of play. Regardless of whether they’re male or female, regardless of their color or religion, they play together. These skills are very fundamentally human.” “When we grow up and go to school, two things could happen: one, we forget that there are these fundamental skills, or two, given the opportunity, we are able to develop these skills into higherorder cognitive skills like negotiation or persuasion, things that we use in work and business,” he added. Unfortunately, not all of us, whether through lack of opportunity or initiative, were able to develop such skills. A 2016 workplace survey undertaken by PayScale, Inc., for example, revealed that 87 percent of recent graduates felt they were prepared for the workforce but only half the managers agreed. The managers pointed to human skills like critical thinking, problem solving, and communication as the graduates’ biggest deficits. In another survey, this time by Google, the most important qualities of the organization’s top employees were identified, and to everyone’s surprise STEM expertise came in last. What characteristics topped STEM? They were all human skills: being a good coach, communicating and listening well, possessing insights into others, having empathy towards colleagues, being a

WWW.IBPAP.ORG

good critical thinker and problem solver, and making connections across complex ideas. Having the technical skills is the starting point, Lee says, but for a person to fulfill his highest potential, the development of human skills is a necessity. He adds, “If we want to reach our business objectives, then we need to help our people grow. If people are not learning, then they are leaving.” Indeed, helping people become the best versions of themselves helps the organization achieve its best as well. Overlooking the development of human skills is already costing employers plenty. GE, Ford, and Procter & Gamble struggled with their attempts at digital transformation partly because of their failure to communicate effectively. More alarmingly, the State of the Global Workplace report by Gallup found out that 85 percent of employees are not engaged or are actively disengaged at work, costing economies $7 Trillion in lost productivity. REPLICATING MARKEL The story of Markel may sound extraordinary but replicating his success is quite doable. It all starts with the identification of objectives. What are the organization’s objectives, and what type of human skills are important in the achievement of these objectives? A mapping of skills is then necessary and from there, the creation of intervention solutions, which would prove most impactful in the upskilling of existing employees and onboarding new hires. Lee shares, “The development of human skills is a process. It should be continuing and it should be able to see its connection to different parts. Our role is to set up the infrastructure for these things to happen. It’s a combination of classroom learning, coaching, and providing the company with data on what is working and what is not working.” As more organizations realize the value of human skills, it is hoped that more and more purpose-driven, human-centered, careerbuilding, high-application, and holistic training programs like those of BagoSphere’s may be created for employees, allowing them to reach their full potential and empowering their organization to achieve their highest goals.

M A R K T H E D AT E

Legato AD

BREAKTHROUGHS 2020 - ISSUE NO.1

CEO PROFILE

World-class Healthcare Service with a Filipino Touch Legato Philippines shares how the role of malasakit is helping power service excellence and rapid growth By Legato Health Technologies Philippines, Inc.

Legato article

Legato Health Technologies Philippines, Inc. aims to not only change the healthcare industry but also to make a positive impact on business communities in the Philippines. Legato is the global inhouse center for a leading US health benefits company dedicated to improving lives while making healthcare simpler. Since its launch, Legato has been one of the fastest growing companies in the industry – ending 2019 with more than 800 people and plans to bring on many more. As the company heads into its second year, it is taking on the challenge of setting up an additional office in the city of Iloilo.

“We’re aggressively ramping up our capabilities in the Philippines,” said Nora Terrado, Country Head for Legato Health Technologies Philippines. “We are offering rewarding careers to top talents, and are going to show the world what Filipino service excellence is all about. We’ve already seen that our teams are taking on different types of work and making a real impact on those they work with.” Legato’s culture is guided by the Filipino value of malasakit. Malasakit drives its relationship with associates, and embodies the compassion and care associates show to the members they serve. This allows Legato teams to build strong relationships and exceed expectations. “Our impressive growth is the result of harmonious work across teams,” said Legato Philippines’s chief operating officer Ramon Villacorta. “We were working like an orchestra, making sure that everyone is playing their part. From our launch, we’ve operated like a startup with everyone pitching in to make sure we are doing everything we can to meet and exceed our goals.” Terrado and Villacorta lead a seasoned team of experts in Information Technology and Business Process Management (ITBPM) and related industries. Terrado is a pioneer and leader in the ITBPM industry, having served as president of the Philippine Software Industry Association, trustee of the IBPAP, and the leader of several operations for global companies. She also fulfilled government service as Undersecretary in the Department of Trade and Industry. WWW.IBPAP.ORG

After its successful launch in Manila, Legato has headed south to Iloilo. In photo is Legato’s site at One Fintech, Iloilo Business Park in Mandurriao.

Legato Philippines leaders: Nora Terrado (country head); Rajat Puri (president); Ramon Villacorta (chief operating officer)

A 25-year industry veteran, Villacorta is a known operations leader with experience from multinational organizations including Accenture, Dell, Pru Life UK, Allstate Life, as well as others. During 2019, Legato brought on its first associates and continues to hire and invest in the skills they have. Last September, Legato launched a training program to assist Philippine registered nurses in passing the National Council Licensure Examination (NCLEX) so they can be registered nurses for US-based patients. By investing in attracting the top talent and allowing associates to develop new and valuable skills, Legato makes healthcare services better while also improving and investing in the business community in the Philippines.

NEWS

Taking Sustainability to the Road Sustainability-enabling frontrunner ADEC Innovations is going out and letting the world know that economic, environmental, and social continuity is a battle that can actually be won By ADEC Innovations

James Donovan has a clear goal in mind: to turn everyone towards a circular society in which organizations reuse, recycle, and refit the way they do things. The CEO of ADEC Innovations knows that in order to translate this vision into tangible reality, one must go beyond the talk and do the actual work. “The world has to know that realizing such a gargantuan ambition is feasible, doable, and workable,” he says. Such had been made possible through a series of conferences initiated by ZDHC Foundation, an organization committed to zeroing out hazardous chemical discharges within the textile, apparel, leather, and footwear industry. The series commenced in Seoul and headed into Mumbai, Bangladesh, China, and Vietnam and capped in Taipei throughout December of the previous year. These had ADEC Innovations’ very own CleanChain being recognized by ZDHC-member brands for its progress-tracking capabilities anchored on improved conformity, as well as for helping organizations promote and simplify chemical management change efforts. These had ADEC Innovations’ very own CleanChain being recognized by ZDHC-member brands for its progress-tracking capabilities anchored on improved conformity, as well as for helping organizations promote and simplify chemical management change efforts. The platform, which is a secure, central solution for suppliers to effectively run their businesses with sustainable business practices at the core, has helped colossal clothing brands Levi Strauss & Co, Major Apparel, and Nike, among many others. Indeed, manufacturers and member organizations at the conference had echoed one radiating sentiment on CleanChain: its competency to track progress towards improved conformity and help organizations of all sizes promote and simplify chemical management change efforts.

“CleanChain, as a software, is all about improving transparency and chemistry used in manufacturing, particularly in finding chemicals that can be used in the process without compromising the quality of the brands’ products, and harming the environment.” But CleanChain is a small fraction of Donovan’s sprawling vision. He has ADEC Innovations devoted to pushing sustainability to the core and top of entrepreneurs’ priorities. Thus, changes for the better continue in his vow to remain a frontrunner in designing technology-enabled solutions to the world’s gravest

environmental quandaries. Surely, Donovan still dreams of providing more high-value and analytics-driven services, something worthy of sharing. With that, we expect to see more of ADEC Innovations and its products down the road, helping shape the world for the better, one step at a time.

BREAKTHROUGHS 2020 - ISSUE NO.1

P HOTO B Y:F R I T Z G A B R I E L C A R IL L O O N U N S P L A S HE D

“This product was created to make it easy for brands and their suppliers to work together towards cleaner chemistry, and to help foster stronger relationships throughout the supply chain,” said Kyle Forsgren, director of revenue for ADEC Innovations.

This product was created to make it easy for brands and their suppliers to work together towards cleaner chemistry, and to help foster stronger relationships throughout the supply chain.

NEWS

BPO in the Second Roaring 2020s

By Dynaquest Technology Services

igital transformation has reshaped businesses and the BPO / Shared Services industry in the last decade. As we enter a new decade, the business world and its leading enterprises are experiencing disruption as the forefront of impact technologies such as Intelligent Automation (AI) and Robotic Process Automation (RPA) are making us rethink business processes. With the disruption comes another impending transformation as BPOs and Outsourcing providers are also evolving to move with the times. The result is an industry of business relations and their outsourcing partners all integrating Artificial Intelligence (AI) within processes involving people and communications. The product is a synthesized, harmonized and collective platform where intelligence of corporate strategy, data insights, AI decision-making and communications intelligence all come together. The future of the industry as we know it will evolve and involve AI at various capacities. AI that serves as aggregators of data, interpreters of data and assistants will come to be a dependable and even indispensable in the future as it generates unprecedented weight on the capabilities of the business on value creation and value chain optimization.

A Collective Intelligence Platform The integration of Artificial Intelligence and Advanced Data Analytics (ADA) into the picture offers a greater insight on process statistics like never before. We are generating data and learning of data occurrences in real-time with the aid of AI powered data interpreters. For business analysts and the corporate strategists, these hyper data trends allow the enterprise to move quicker and adapt faster based on business circumstances. What were once invisible cost drivers such as the time to respond to crisis and the values lost in the process of adaptation, are becoming fixed metrics as business departments around the world are becoming increasingly aware of advanced business analytics. Picture this process: AI at the forefront of the collective intelligence platform will act as data aggregators. Another AI platform will be in charge of the big data and hyper data interpretation – churning and chewing data for interpretation of the business analysts. From there, corporate strategists and department heads will be able to respond in real-time by crafting policies and executing strategies that will lead to greater efficiency. This is the collective intelligence platform in action and to scale it as an industrial service or solution will be another profitable market for specialized outsourcing or solutions providers.

BPOs: An Amalgamation of Human and AI Interface The myth that artificial intelligence will replace human specialists at the forefront of customer service and technical support layers has been dispelled through the existential use cases of solutions providers that mixes processes involving BPO professionals whom are aided by AI or cognitive applications. The result is a hybrid support for customer care in one of

WWW.IBPAP.ORG

the use cases involving that alley. Drawing upon a knowledgebase that is aggregated by a cognitive software, the customer care specialist’s knowledge capacity is greatly augmented to handle even the most complex of questions in which the customer may ask. Under this unfolding extraction of information versus knowledge stored from a knowledgebase, the capacity of a customer care specialist is greatly augmented and in turn, customer retention or satisfaction rates will also improve in their reputation or scores.

Disruption and Innovation Perhaps the greatest opportunities for BPOs and Shared Service providers in the waves and waves of technology-driven disruption are the emerging and frontier-markets where specialty solutions and very niche-specific solutions can be made as a service. In the age of Everything-As-A-Service, a service within a service may as well be grounds for innovation. As the world becomes smaller and everything becomes inter-connected by technologies such as Blockchain, AI and the Internet of Things working seamlessly, people as professionals that are aided by technology or excel in the operation of a particular software, are a welcome interface for communicating people with people. Times may change and technology will dictate broad business changes, but innovation will pave the way for service providers to keep up and win with the times.

BPO and Service Providers as Catalyst for Technology Adoption The future of the industry will not be all about business. There is a growing movement among technology providers and international non-profit organizations in using technology as a means to foster inclusivity within economic growth. Programs such as the UN’s Sustainable Development Goals and National Identity Programs across countries are making a case for a much more meaningful involvement when it comes to corporate social responsibility. DynaQuest Technology Services Inc CEO and Founder Randy Knutson is considered to be among the early adopters of Blockchain and Impact Technologies in the country. With over 30 years of experience in managing the transition of enterprises when it comes to the adoption of information systems and core technologies, Randy acknowledges the growing impact of technology when it comes to economic and social development. “In the 2020s, we will be asking ourselves – what meaningful things can we do with technology? --- As a means to answer not only business needs but to also come up with solutions that truly make a difference.” Randy stated. “Furthermore, businesses and corporations are becoming more than just technology accelerators, but now are also at the forefront as enablers of technology that answer global socio-economic challenges in the modern world.” In the span of six years from 2013 to 2019, DynaQuest has since evolved from a BPO known for Specialize Solutions to an awardwinning Blockchain solutions provider. Today, the company is working on projects that involve Digital Identities for social inclusion of underserved communities and the revitalization of local economies through a Blockchain ecosystem that will fast-track their development from grassroots to the

global markets. Spearheaded by Randy, who is also a founding member of the Philippine Blockchain Association and a founding board member of The Society of Impact Technology United for the Philippines (SITUP), an alliance of businesses and technology solutions providers whose aim is to educate, promote and accelerate the adoption of groundbreaking technologies in the Philippines. “The next big wave of disruption is here and we’re looking at the threshold of the fourth industrial revolution,” said Randy Knutson. “With disruption comes opportunities through innovation and DynaQuest is in the driver’s seat to accelerate that great tech migration.”

ABOUT DYNAQUEST DynaQuest is an award-winning Blockchain & IT solutions provider that delivers customized and flexible solutions across the industries of Enterprise, FinTech, HealthTech, InsurTech and Information Security. DynaQuest is recognized by organizations such APAC CIO Outlook as among the “Top 10 Blockchain Solutions Provider in Asia & Pacific of 2019” and by the Blockchain Economic Forum for the “Top Blockchain Achievement Award for 2019”. The company was also named as among the Top 10 Identity and Access Management Companies in Asia and the Pacific by Enterprise Security. From consultation, use case building, development and continued support, DynaQuest helps businesses transition to a Blockchain-enabled business operation.

DynaQuest Technology Services Inc 19/F Uptown Bonifacio 1630 Taguig City Phone +63 2 3224 1862 Email solutions@dqtsi.com Website https://www.dqtsi.com/ Facebook: DynaQuestPH Twitter: @DynaquestPH Linkedin: DynaQuest Technology Services Inc Instagram: @dynaquestph Youtube: DynaQuest Technology Services Inc

NEWS

HAPPINESS INDEX A Decision and Policy Tool

Q2 HR Solutions Inc., an organization that delivers end-to-end HR Solutions and an Investors in People accredited company, gathers data to assess employee satisfaction rate. This is called the Employee Satisfaction Survey (ESS), which is an HR best practice. ESS is treated as a value added for the management team and HRD to understand where employees are in terms of job satisfaction and motivation.

Q2 HR Solutions continues the weekly release of the Happiness Index Survey which is treated as a tool for identifying priorities, making decisions, and upgrading policy with the influence of the employees.

After several reviews and analysis, the HR Team noticed discrepancies and inconsistencies with the ESS data. It did not provide the authentic level of satisfaction of the employees. The exit surveys, oneon-one conversations with managers, and team meetings were different from the ESS results.

increased to 60%. Unsatisfied with the results, HR sought to develop trust among the employees facilitating communication and implementing better programs. Eventually, it became a ritual for everyone to complete the Happiness Index Weekly Survey every Friday at 3PM.

In 2018, the company released two types of surveys, the Happiness Index (HI) Survey which had one question and was released weekly, and a Mini-Pulse Survey that was comprised of 40 questions that could help gauge employee satisfaction rate. By cutting the survey questions by 80%, participation rate was predicted to increase, and survey fatigue would decrease. The initial participation rate of the surveys was at 41%, which gradually

In quarter 4 of 2019, the participation rate of the HI Weekly survey increased from 60% to an average of 82%, and sometimes up to 94%. Due to the high participation and open feedback, Q2 HR Solutions identified the pulse of the employees as well as the priorities of HR and management. Through the HI survey results, the company was able to upgrade policies on work hours and dress code. Employee happiness

increased from 40% to about 98% when the washday Fridays dress code was implemented for pilot testing. This was then validated though a follow up HI Survey after three months that satisfied employees. The success of the policies, including the flexible working hours policy, was made possible by acknowledging the voice of the employees. This continues to be a big factor in retention. Currently, Q2 HR Solutions continues the weekly release of the Happiness Index Survey which is treated as a tool for identifying priorities, making decisions, and upgrading policy with the influence of the employees.

BREAKTHROUGHS 2020 - ISSUE NO.1

P H OTO BY : A LE X KOT L I A R S K YI O N U NSP L AS H

By Q2 HR Solutions Inc.

NEWS

SPi Global Continues

EXPANSION IN INDIA SPi Global acquires SPS from Springer Nature Group By SPi Global

The Philippines’ BPO pioneer SPi Global, now the market leading content technology and content solutions enterprise providing data services and subject matter expertise to multiple industries, recently announced signing a definitive agreement for the acquisition of Scientific Publishing Services (SPS) from renowned research and education publisher Springer Nature Group. SPS is an end-to-end solutions provider for print and digital publishers offering a diversified suite of services to science, technology, and medical (STM) and humanities and social sciences (HSS) book and journal publishers, and has evolved to become a full-service offshore partner. While publishing services is its core business, SPS has ventured into other offerings including knowledge process outsourcing (KPO) for finance and marketing services, and technology solutions. SPS operates six delivery centers with 3,600 full-time employees based in Chennai and Trichy in India. These will join SPi Global’s multi-geographic footprint, with headquarters in the Philippines and presence in seven other countries, India, US, Vietnam, Nicaragua, China, UK and Singapore, served by more than 13,500 employees. In the Philippines, the company has facilities in Paranaque, Dumaguete, and Laguna delivering technology driven publishing, data, e-learning and digital solutions.

P H OTO BY : YA S H B HA R D WA J O N U NS PL A SH

SPi Global’s President and CEO Ratan Datta considers this acquisition as a major step in the company’s strategic plan to be the definitive leader in content technology and knowledge services industries. In an earlier press release, Ratan was quoted saying “The strength of SPS in print and digital publishing production services enhances SPi Global’s proven expertise in this area. In addition, SPS complements SPi’s sophisticated suite of solutions built for data-discovery and smart content in STM publishing, financial, legal, and a wide spectrum of professional content segments.” Owner of SPS, Springer Nature has been a client of SPi Global for 15 years. In a joint press release with SPi Global announcing this transaction, Ulrich Vest, Chief Financial Officer of Springer Nature says, “We are glad to have found a good home for SPS with SPi Global given the company’s strengths, capabilities, and corporate culture. SPS and SPi Global have complementary skills and knowledge which will enable them to serve a wider clientele. Separating from Springer Nature presents SPS with new opportunities so that they can continue to build on their success.”

* As of press time, SPi Global has completed the full acquisition of Springer Nature Group

WWW.IBPAP.ORG

The strength of SPS in print and digital publishing production services enhances SPi Global’s proven expertise in this area. In addition, SPS complements SPi’s sophisticated suite of solutions built for datadiscovery and smart content in STM publishing, financial, legal, and a wide spectrum of professional content segments.

F E AT U R E

INTERNATIONAL INNOVATION Summit 2019 Next PHase: Leading the Charge, Withstanding Headwinds, Driving the Future of IT-BPM Today By IBPAP

IBPAP Chairman Lito Tayag welcomed and thanked the industry’s biggest supporters, which included members of the academe, government representatives, subsectors, and foreign delegates alongside speakers and panelists

t’s been three decades since IT and Business Process Management (IT-BPM) first came to the Philippines and through the years, it has grown to become one of the country’s economic pillars.

As the sector continues to face challenges and opportunities locally and globally, the IT and Business Process Association of the Philippines (IBPAP) gathered together experts and leaders from the industry, academe, and government for the International Innovation Summit in November 2019 to discuss how Philippine IT-BPM can continue to move forward and strengthen its position in the global marketplace. Themed, “Next PHase: Leading the Charge, Withstanding Headwinds, Driving the Future of IT-BPM Today,” IIS 2019 focused on three key areas—Country & Policy, Deep Tech, and Human Capital. These are essential priorities for the sector to stay competitive, thriving, and relevant as the Philippines moves up the value chain, learns to harness digital transformation, and navigates through political changes.

RECALIBRATED ROADMAP 2022 A highlight of IIS 2019 was the reveal of the recalibrated figures of Roadmap 2022, which will be the industry’s handbook for the next three years on how to maximize the country’s growth potential in IT-BPM. IBPAP President and CEO Rey Untal presented the findings and crucial action points alongside Everest Group Managing Partner H. Karthik. According to the recalibration, the Philippine IT-BPM industry is expected to generate revenues of around USD29 Billion to USD32 Billion while full-time employees will grow to about 1.42 Million to 1.57 Million. Both IBPAP and the Everest Group also shared that the Compound Annual Growth Rate (CAGR) from 2019 to 2022 will peak at 7.5 percent if the enabling conditions are met and the prescriptive programs are implemented. PLENARY AND BREAKOUT SESSIONS Opening the summit was a very powerful three-part keynote featuring independent and successful women in the business of creativity and innovation: MullenLowe Philippines President and Chief Creative Officer Leigh Reyes, QBO Innovation Hub Operations Head Natasha Dawn Bautista, and WiTech Founder and Executive Director Audrey Pe.

IBPAP President and CEO Rey Untal took center stage at IIS 2019 to present the sector’s targets in the next three years

Women Leaders in Creativity and Innovation: QBO Innovation Hub Operations Head Natasha Dawn Bautista, WiTech Founder and Executive Director Audrey Pe, and MullenLowe Philippines President and Chief Creative Officer Leigh Reyes

Each one discussed the power of a single idea—how it can anchor and propel the sector onto the next phase, lead to transformative innovations, and help promote social good. Their presentations laid down a strong foundation for the plenary and breakout sessions, which were curated to reflect the industry’s key priority areas.

BREAKTHROUGHS 2020 - ISSUE NO.1

F E AT U R E

A. Country & Policy

It’s an Asian World: How Developing Countries Can Keep Up with the Asian Takeover The first plenary session emphasized the role of country branding and marketing when it comes to attracting investors and locators to the Philippines. It also zeroed in on the importance of having a diversified portfolio of products and services in keeping the country competitive and relevant in light of the “Asian Century.”

Standard Insurance President and CEO John Echauz with TeamAsia President and Founder Monette Hamlin, FBI Special Attaché Aaron Steps, Havas Ortega Chairman and CEO Jos Ortega, and Australian-New Zealand Chamber of Commerce Philippines (ANZCHAM) President Daniel Alexander

Hack Proof Your Way Through the Digital Revolution Harvard Kennedy School’s Belfer Center for Science and International Affairs Project Minerva Senior Advisor, Melissa Hathaway

Digital Competitiveness Report Asian Institute of Management Policy Center Associate Director and Senior Economist Dr. Tristan Canare

Legislative Priorities for the 18th Congress Impacting the Philippine IT-BPM Sector Concentrix Regional General Counsel and DPO Atty. Michael Montero, American Chamber of Commerce Legislative Head Atty. Elaine Collado, American Chamber of Commerce in the Philippines Senior Adviser John Forbes, Board of Investments Governor Atty. Marjorie Ramos-Samaniego, and IBM Philippines Government and Regulatory Affairs Executive Atty. Princess Ascalon

B. Deep Tech

Demystifying Digital Transformation The second plenary session defined the role of technology in moving businesses into the future. It focused on the importance of being agile and inclusive when it comes to adapting innovations and shifting to digital. Also, while technology continues to be a disruptor of whole sectors, it’s also a way to boost and diversify the higher-value service offerings of the Philippine IT-BPM industry. On stage are UnionBank of the Philippines Vice President Derrick Nicdao, Globe Business Vice President for Product Development and Engineering Cocoy Claravall, SPi Global Chief Operating Officer Prabhakar Bisen, PLDT Enterprise First Vice President Mitch Locsin, Accenture Advanced Technology Centers Managing Director and Accenture Technology Intelligent Engineering Services Lead Arvin Yason, and Manulife Chief Operations Officer Hans Montenegro

Beyond 8 Seconds: Cracking the Code of Mobile Engagement Kumu, Inc. Founder Roland Ros

WWW.IBPAP.ORG

Bringing Data + Digital Together AntWorks Vice President for Sales Engineering Ashish Bhatia

Applying Artificial Intelligence for Social Good Philippine Software Industry Association (PSIA) President and Spring Valley CEO Jonathan De Luzuriaga, Lifetrack Medical Systems COO Carl Nicholas Ng, SPi Global COO Prabhakar Bisen, and Kickstart Ventures, Inc. Vice President Joan Yao

F E AT U R E

C. Human Capital

The Missing Link: Establishing Lifelong Learning and Employability The third plenary session talked about how the jobs of the future are dependent on the different technologies being adapted by companies. It also discussed that, as a sector, IT-BPM stakeholders must keep an open dialogue with the academe and government on the upskilling and reskilling of the Filipino workforce for them to be ready to take on these higher-value jobs. This is also essential in promoting lifelong learning and employability.

Leading the discussion was SkillsFuture Singapore Deputy Chief Executive, Chief Human Resource Officer, and Chief Data Office Dr. Michael Fung. He is joined by AC Education Chief Learning Officer Derrick Latrelle, McKinsey and Company Philippines Managing Partner Kristine Romano, Hopkins International Partners General Manager Rex Wallen Tan, and Makati Business Club Executive Director Coco Alcuaz.

Closing Synthesis: IBPAP Board of Trustees Ayhee Campos, Celeste Ilagan, and Peter Maquera close the IIS 2019 with a recap of the day’s learnings while reinforcing the need for collaboration among Philippine IT-BPM’s stakeholders

CEO SESSION

Shaping the Future: From Jobs to Superjobs Bagosphere Founder and Delivering Through Diversity Group CEO Zhihan Lee and LinkedIn Senior Country Sales Manager for Philippine LGBT Chamber of the Philippines Cliff Adora Commerce Founder Brian Tenorio

With the revelation of the recalibrated figures for Roadmap 2022, IBPAP assembled industry leaders, members of the academe, and government representatives to identify different opportunities for the private and public sectors to better collaborate and ensure the Philippines position as a top investment destination for shared services. In addition, IBPAP President and CEO Rey Untal also presented the current ranking of the country in several competitiveness reports on talent, digital readiness, infrastructure, and political stability. He then explained that while the Philippines continues to improve and grow, neighboring countries are developing at a faster rate.

STEM to STEAM: Developing a Generation of Lifelong Learners Motivational Speaker, Author, and Professional Coach Ana Maria “Penny” S. Bongato, Thames International Business School President Joel Santos, Asia Pacific College President Teresita “Tata” P. Medado, Taktyl Studios Managing Partner Angelica Lei Bautista, and Accenture Managing Director and Accenture Advanced Technology Centers Human Resources Lead Sheryll Quito

At the close of the meeting, the attendees honed in on five priority items for the industry, which reinforced the key takeaways from the plenary and breakout sessions. These included Talent Development, Country Marketing, Policy Shaping, SMEs and Startups, and Inclusive Growth.

Present during the CEO Session were representatives from the industry, academe, government, and subsectors.

BREAKTHROUGHS 2020 - ISSUE NO.1

M A R K T H E D AT E

WWW.IBPAP.ORG

I B PA P U P D AT E

Sunshine Industry Takes Strategic Action to

REACH MAXIMUM GROWTH POTENTIAL By IBPAP

With the IT and Business Process Management (IT-BPM) sector expected to continue growing in the coming years, the IT and Business Process Association of the Philippines (IBPAP) released the recalibrated growth figures of Roadmap 2022 at the International Innovation Summit 2019. These will serve as the industry’s guide in the next three years, which calls for stronger partnerships and more collaborations among private and public stakeholders. IBPAP President and CEO Rey Untal, together with the Everest Group, shared that by 2022, the Philippine IT-BPM sector is expected to generate revenues around USD 29 Billion to USD 32 Billion while full-time employees will increase to about 1.42 Million to 1.57 Million. Both IBPAP and Everest also shared that the Compound Annual Growth Rate (CAGR) is at 3.5 percent to 7.5 percent in revenue for 2019 to 2022.

To achieve its maximum growth potential, IBPAP highlighted these accelerated efforts as priority areas for the industry: • Promote lifelong learning and equip the IT-BPM workforce to move up the global value chain through stronger collaborations with the academe and government. It is also essential to enable the Filipino talent to pivot to higher-value services through a strategic, scalable, and sustainable talent upskilling and reskilling program. • Shift the Philippines’ overall narrative from purely tourism to highlighting the high-level skills of the local talent through a country branding exercise in order to attract more investors and locators to the country. • Leverage on the sector’s access to technology and consulting expertise to encourage more publicprivate partnerships and more importantly, fortify the industry’s role in the formulation of proposed bills and its corresponding implementing rules and regulations.

• Foster a work culture that is conducive to exploring creative opportunities that will incentivize the entry of more startups and SMEs in the Philippine market. • Work with provincial bodies and regional entities in improving ease of doing business and providing more support to the broader IT-BPM ecosystem to boost talent and infrastructure development within and outside Metro Manila.

BREAKTHROUGHS 2020 - ISSUE NO.1

I B PA P U P D AT E

32B the Philippine IT-BPM sector is expected to increase revenues by 2022

1.57M the Philippine IT-BPM full-time employees sector is expected to increase

Each of the subsectors also shared their immediate plans for 2020 in order to facilitate the growth of the overall Philippine IT-BPM industry. Contact Center Association of the Philippines: For 2020, CCAP’s main focus is to steer the Philippine contact center sector as the leader in customer experience (CX) transformation. This goal will be supported by CCAP’s primary focus areas, namely: countryside development, legislative and government relations, human capital development, membership engagement, and country marketing. A number of key initiatives have already been lined up, which include: a countryside program in partnership with the National ICT Confederation of the Philippines (NICP), data privacy compliance, and a talent and upskilling agenda among others. CCAP’s growing membership community can look forward to exciting member engagement programs including the Team Leader Summit, GenNext Leadership Forum, CCAP Fitness Festival, and the much-awaited annual flagship conference, Contact Islands 2020, which will be held at Shangri-La’s Boracay Resort. Global In-House Center Council Philippines: GICC Philippines will continue to share best practices and collaborate with the industry’s best and brightest in 2020. Similar to what was done in 2019, the association will host productive, valuable, and informative workshops with the help of its Business Continuity Management (BCM) Sub-Committee, Quality & Continuous Improvement (Q&CI) SubCommittee, and Human Resources (HR) SubCommittee to ensure the sector is equipped with knowledge of the latest trends and remains agile amidst the ever-changing business landscape. Philippine Software Association of the Philippines: PSIA will continue to conduct enablement seminars on various emerging trends and software practices for both academe and industry professionals. To further enhance and strengthen the trade and investment relationship between Japan and the Philippines in the IT-BPO sector, the association will once again raise the Philippine flag at Japan IT Week Spring: Software and Applications Development Expo (SODEC), the biggest ICT event in Japan, from April 8 to 10. In October, PSIA will bring together more than 1,000 stakeholders of the sector to discuss insights on the latest trends in IT and Software Development at SOFTCON.ph.

The future of the sector remains clear when it comes to securing its continued growth.

WWW.IBPAP.ORG

Healthcare Information Management Association of the Philippines: HIMAP is ramping up collaboration efforts with the Department of Information and Communications Technology (DICT) when it comes to talent and skills development, which includes the pilot of training courses. Looking ahead into 2020, it is also organizing a delegation for a two-city roadshow in the United States that includes a business forum in New York and the Philippine participation at the HIMSS20 Global Health Conference and Exhibition in Orlando. Both activities are being sponsored by the Board of Investments (BOI) and the Export Marketing Bureau (EMB) of the Department of Trade and Industry (DTI) to help create more investment opportunities for the Philippines. Animation Council of the Philippines, Inc.: ACPI will continue providing more technical vocational trainings and upskilling opportunities for potential and existing animation professionals. It also stressed the importance of maintaining the country’s

presence and participation in international animation festivals and strengthening the Philippines’ own Animahenasyon Festival. ACPI is also currently putting together a large-scale multi-year training program for artists outside of Metro Manila to make them globally competitive as independent content developers or service providers working in animation studios locally and abroad. Game Development Association of the Philippines: GDAP has signed an agreement with the CG Arts Society of Japan to localize a computer graphics certification exam called the “CG Creator Certification Exam,” which is recognized by over 70 prominent computer graphics, games, and animation studios in Japan. This will help the local sector set an international bar to reach when it comes to computer graphics quality and skills. As part of that localization, a textbook book titled, “Introduction to Computer Graphic Design” was developed for schools that offer 3D graphics and animation. On a larger scale, IBPAP is also working closely with various local and national government agencies and other organizations to ramp up its upskilling and reskilling efforts for the workforce. It is also working closely with the academe in creating a more cohesive program and curriculum to help students better understand the IT-BPM industry and the different career opportunities it offers to everyone. “The future of the sector remains clear when it comes to securing its continued growth. Following the action plans that we presented during the Summit, IBPAP has already initiated talks with different stakeholders of the industry to ensure that we have more cohesive, effective, and impactful initiatives for the coming years. This will not only help us achieve our subsector and overall IT-BPM targets, it will also help in propelling the Philippines in the global IT-BPM marketplace,” said Rey Untal, IBPAP President and CEO.

18 18

IM B PA PD E E A RPK U TH E AT D AT

SUSTAINED GROWTH MOMENTUM FOR PHILIPPINE IT-BPM SECTOR By IBPAP

Though the industry continued to face challenges brought about by geopolitical developments like protectionist sentiments, uncertainties in government policies, and disruptive technologies such as artificial intelligence and intelligent automation, the sector was able to sustain its growth momentum by year-end of 2019. According to the IT and Business Process Association of the Philippines (IBPAP), the number of full-time employees (FTEs) in the country increased by 71K in 2019, bringing the total industry headcount to 1.3M and registering a growth of 5.8% compared to 2018. Meanwhile, the sector recorded revenues of $26.3B in 2019 or a 7.1% jump from the previous year. “These numbers show that industry growth is closer to the high range of the recalibrated figures of Roadmap 2022,” said IBPAP President and CEO Rey Untal. “It’s also a testament to the IT-BPM sector’s resilience and tenacity—that despite global and domestic headwinds, the Philippines remains competitive, relevant, and thriving.” IBPAP noted that growth in 2019 was driven by large incumbents that continued to expand not only in Metro Manila but also in strategic delivery locations in the countryside like Bacolod, Cebu, Davao, Iloilo, Laguna, and Pampanga. These companies accounted for 51K of the additional FTEs tallied last year. There were also a considerable number of new investors and locators that set up their operations in the country. Half of the entrants were global in-house centers (GICs) providing services in healthcare, finance and accounting, human resources, information technology (IT) and software, and content moderation. Finally, leveraging on higher technology and omnichannel solutions to augment human support, while may not have directly influenced headcount growth, enabled the delivery of more non-voice and IT services as well as the optimization of digital strategies.

A strong pivot to mid and high-value skills also contributed, with 65% of the workforce able to render more complex and varied services for international and local clients. According to Mr. Untal, the Philippines has long-proven its value proposition as a premier investment destination for IT-BPM services around the world and that the industry’s sustained 2019 growth in the country further reinforces this reality. Update on the IT-BPM industry amid the COVID-19 pandemic Currently, the sector is dealing with the global economic fallout caused by the COVID-19 pandemic. Domestically speaking, this will have an impact on 2020 headcount and revenue projections and will also modify prevailing work and service models within the industry. As a provider of essential services, the sector was able to continue operations and increase capacity throughout the Enhanced Community Quarantine (ECQ) with the help of the Department of Trade and Industry (DTI), the Philippine Economic Zone Authority (PEZA), and the InterAgency Task Force on Emerging Infectious Diseases (IATF-EID). This continuing ability to further mobilize and optimize the IT-BPM delivery models has significantly improved the industry’s productivity rate, with 63% of employees working from home and another 27% delivering work as part of the skeleton staff housed on-site or in nearby hotels. A couple of months ago, these figures were only at 40% and 10% respectively. Recent findings also show that while travel and tourism continued to face challenges, sectors like healthcare, telecommunications, financial services, and e-commerce saw an uptick in demand. A couple of weeks into the ECQ, a framework towards a gradual exit was developed, discussed, and shared with industry stakeholders. This guideline is a set of recommendations, which individual IT-BPM companies can tailor-fit to their own transition plans as they exit towards a new normal. The dialogue on rebalancing, reshaping, and re-solutioning the future of the sector is another critical and expected next step, and one that requires multi-agency, multi-industry, and multi-sectoral cooperation to ensure the country’s continuing relevance in the global marketplace despite and amid the challenges.

BREAKTHROUGHS 2020 - ISSUE NO.1

P HOTO BY : Z A N Y J A D R AQU E O N U N S P L A S H

he IT and Business Process Management (IT-BPM) industry has been, for over a decade, providing millions of Filipinos across the nation with better employment opportunities. By continuously attracting more foreign investors to locate to and expand in the Philippines, the sector has grown to become one of the country’s major economic growth drivers.

M A R K T H E D AT E

GPM EXPANDS

Acquires Another Floor at Times Plaza

lobal Process Manager Inc. (GPM) recently acquired another floor in Times Plaza to expand its operations. Last November 6, 2019, GPM commemorated its expansion with the inauguration of the 15th Floor. Leading the ribbon cutting was GPM President Erik M. Nielsen who assisted special guests Doris Magsaysay Ho, Group President and CEO of A. Magsaysay, Inc. (AMI) and Susanne Poulsen, Head of Operations for the Center of Process Excellence of Wrist Ship Supply. Joining GPM for the celebrations were guests Gary Robinson, Event and Talent Management Limited, Consultant to Garrets International Limited; Bo Lundqvist, Chairman of the Board of Directors of the Nordic Chamber Of Commerce of the Philippines (NORDCHAM) and Founder and CEO of Retail Solutions Inc.; Archie Diaz, Head of Business Services of the European Chamber Of Commerce of the Philippines (ECCP); Frankie Antolin, Executive Director for Talent Development, Information Technology and Business Process Association of the Philippines (IBPAP); Jo-

WWW.IBPAP.ORG

Ann Vidal, Owner of LeaderWise Consulting; Derek Gallimore, Founder of Outsource Accelerator and Broker Partner of GPM; Ivy Rose Samson, Head of HR Transformation of AMI; and Norman Carcellar, Head Group IT of AMI and President of PeopleLink, Inc. The festivities started with the blessing of the new floor by Fr. Joy Thuruthel, CM of St. Vincent de Paul Parish Church. This was followed by the coin tossing tradition, ribbon cutting, and reception at the pantry. Nielsen welcomed the distinguished guests and gave the opening remarks. In her inspirational message, Magsaysay Ho reminded the audience of the Responsorial Psalm earlier during the blessing, “Lord, give success to the work of our hands.” She added that not only should we ask for success with the work of our hands but we should likewise embody success in heart, spirit, and mind. For her part, Poulsen was thankful for what GPM has done for Wrist Ship Supply and its daughter company, Garrets International Limited. In conclusion, Magsaysay Ho led the toast with cheers of “Mabuhay!”

IBPAP AND TESDA TO COLLABORATE ON TALENT DEVELOPMENT INITIATIVES FOR THE IT-BPM SECTOR

M A R K T H E D AT E

The IT and Business Process Association of the Philippines (IBPAP) and the Technical Education and Skills Development Authority (TESDA) signed a memorandum of understanding on several talent development initiatives.

TESDA Director General Secretary Isidro Lapeña at the signing event

IBPAP President and CEO Rey Untal at the signing event

and change, IBPAP will work hand-in-hand with our stakeholders in the academe and government to ensure the industry and its workforce are ready to answer the growing and shifting demands of the global marketplace,” shared Mr. Untal.

By IBPAP

The IT and Business Process Association of the Philippines (IBPAP) is partnering with the Technical Education and Skills Development Authority (TESDA) on several talent development initiatives to train incumbent and future workforces and develop more comprehensive industry programs. IBPAP President and CEO Rey Untal, together with TESDA Director General Secretary Isidro Lapeña, signed a memorandum of understanding in a private event on October 30, 2019 at the TESDA Complex in Taguig City. Also present were IBPAP Vice Chair Ayhee Campos, IBPAP Executive Director for External Affairs and Investor Relations Nicki Agcaoili, IBPAP Chief of Staff Jopat Lelay, TESDA Deputy Director General for Operations Gladys Rosales, TESDA Planning Office Executive Director Marissa Legaspi, and TESDA Certification Office Executive Director Maria Susan Dela Rama. The first initiative under the partnership is to conduct the Workplace Skills and Satisfaction (WSS) Survey as one of the methodologies

under the Skills Needs Anticipation (SNA) for the IT-BPM sector. “The Filipino talent is without a doubt our most valuable asset. While the demand for our services continues to come in, it is imperative for the sector to remain agile amidst a changing IT-BPM landscape,” said Campos. “Under talent development, our focus areas include partnering with industry, academe, and government to drive curriculum enhancement for upskilling and reskilling talent, and promoting skills and mindset pivot among pre- and current workforce.” Through the WSS survey, both organizations are hoping to identify the future skills needs of the industry and use that data to realign private sector initiatives with the upskilling and reskilling requirements of the IT-BPM workforce in response to the disruptive technologies of the Fourth Industrial Revolution.

“While TESDA and the private sector each has its own initiatives, it is imperative for both to strategically collaborate on certain projects so that we can broaden our reach and extend the benefits to more people,” said Secretary Lapeña. “We’ve worked with IBPAP on many occasions through the years and we look forward to seeing what else we could accomplish through this partnership.” Another initiative under this partnership is the creation of a Technical Working Group composed of members from IBPAP and TESDA, which will serve as its operationalization arm. The creation of the TWG is important because it will set the parameters and strategies for all talent development initiatives between the two organizations within the MOU’s timeframe. It is clear that the IT-BPM industry is thriving due in part to the sustained and considerable support coming from the government whose role has been crucial in its growth.

“As the IT-BPM sector continues to grow BREAKTHROUGHS 2020 - ISSUE NO.1

P HOTO B Y : M A R K U S S P I S K E O N U NS P L AS H

Present during the signing ceremony were IBPAP President and CEO Rey Untal, TESDA Director General Secretary Isidro Lapeña, IBPAP Vice Chair Ayhee Campos, IBPAP Executive Director for External Affairs and Investor Relations Nicki Agcaoili, IBPAP Chief of Staff Jopat Lelay, TESDA Deputy Director General for Operations Gladys Rosales, TESDA Planning Office Executive Director Marissa Legaspi, and TESDA Certification Office Executive Director Maria Susan Dela Rama.

As the country’s largest job generator, ITBPM remains to be one of TESDA’s key priority industries. Results of the WSS Survey will not only help IBPAP and its member companies with their own programs, it will also help the agency determine employer satisfaction on the competencies and performance of Technical-Vocational Education and Training (TVET) graduates.

D I G I TA L C I T I E S

DIGITAL CITIES 2025 A BRIGHTER FUTURE AWAITS IN THE COUNTRYSIDE By IBPAP

arly this year, the Department of Information and Communications Technology (DICT) teamed up with the IT and Business Process Association of the Philippines (IBPAP) and Leechiu Property Consultants (LPC) for Digital Cities 2025.

The 25 cities under the program were chosen using a scorecard developed by DICT and IBPAP as well as insights provided by LPC that were based on a set of parameters reflecting priority areas for investors and locators: Talent Availability, Infrastructure, Cost, and Business Environment.

The initiative, which continues the legacy of Next Wave Cities, aims to drive inclusive growth in the countryside by selecting high-potential areas throughout the country and transforming them into bustling IT and Business Process Management (IT-BPM) hubs within five years.

These hand-picked locations will get the chance to demonstrate their capabilities as viable business centers through Digital Cities 2025. This will hopefully motivate existing players to expand beyond the National Capital Region (NCR), encourage new ones to set up shop in the Philippines, and ultimately, generate more opportunities for Filipinos.

After months of extensive research and critical deliberations, the three organizations officially launched the 25 locations under Digital Cities 2025 in a virtual press conference. During the event, they also revealed the corresponding mid-term development plans that will make each one a top-of-mind destination for global investments.

“Digital Cities 2025 aims to build the resiliency of the IT-BPM sector as an engine of growth for the Philippine economy. It also aims to bridge industry progress in the countryside to strengthen local economies. The 25 new locations, alongside the Centers of Excellence and established Next Wave Cities, shall serve as investment destinations for a thriving digital economy,” DICT Secretary Gregorio B. Honasan II said.

• Balanga City • Batangas City • Cabanatuan City • Dagupan City • Iriga City • Laguna Cluster (San Pablo, Calamba, and Los Baños)

• Laoag City • Legazpi City • Malolos City • Metro Cavite

• Metro Rizal (Taytay,

Cainta, and Antipolo City)

• Olongapo City • Puerto Princesa City • San Fernando City, La Union • San Fernando City, Pampanga • San Jose Del Monte City • Tarlac City

(Bacoor City, Imus, and General Trias)

P HOTO B Y : E TH A N HO OV E R O N U NS P L AS H

• Roxas City • Tacloban City • Tagbilaran City • General Santos City • Iligan City • Zamboanga City

WWW.IBPAP.ORG

“The IT-BPM sector continues to be a priority for DICT and we are ready to support and take the lead in making the necessary interventions to ensure that these digital cities achieve their potential,” shared DICT Assistant Secretary Emmanuel Caintic. “By working together with other executive agencies, local government units, industry leaders, and academic institutions, we will enable each location to grow into Centers of Excellence that spur the development of other business sectors, de-risk Metro Manila concentration, create jobs, and boost the local economy.” Some points of action that the initiative will be focusing on are Institutional Development, Talent Attraction and Development, Infrastructure Development, and Marketing and Promotion. This will involve the strengthening of ICT councils, sharing of best practices, launching awareness campaigns, and facilitating infrastructure initiatives. “The launch of Digital Cities 2025 is a testament to the IT-BPM industry’s resilience and enduring role as a major growth driver of the Philippine economy,” said IBPAP President and CEO Rey Untal. “The countryside remains full of untapped potential and harnessing this can lead to countless more opportunities for continued expansion and sustained growth for the sector.” Although the COVID-19 pandemic and Enhanced Community Quarantine (ECQ) affected business operations across industries, LPC CEO David Leechiu foresees a surge in IT-BPM demand once the country and the rest of the world settles into the new normal. “Philippine IT-BPM will be instrumental in the country’s recovery from this health crisis so we need to be ready for the demand to start gaining momentum. This will be critical in how the world views us as a long-term investment versus our ASEAN neighbors,” concluded Mr. Leechiu. Despite the impact of the recent pandemic on the Philippines’ economy and business environment, both the public and private sectors are looking for ways to continue moving forward. Together with the Centers of Excellence and Next Wave Cities, these Digital Cities will bring the country a step closer towards becoming a more digitally-enabled nation, one that continues to be globally competitive and relevant as a prime investment destination. In addition to the program, the digitalcitiesPH portal will also help translate potential to progress in the countryside by providing investors and locators with essential information on cities and municipalities all over the Philippines. This will help them better assess each location’s potential as a global business center.

PA R T N E R U P D AT E

Finding Hidden Gems Filipino Animation at Animahesyon 13 By Animation Council of the Phillippines (ACPI)

n its 13th year, Animahenasyon of the Animation Council of the Philippines, Inc. (ACPI) celebrates the complexity of Filipino culture. With the theme “Our Stories Matter,” the festival provided a space for talented and like-minded individuals to celebrate their love for animation, make meaningful connections, and gain valuable insights from guest speakers. The competition component, on the other hand, gave an opportunity for the animation community to discover new Filipino original content from students and professionals.

Some of the guest speakers who shared their insights last November 8, 2019 at Samsung Hall, SM Aura were: • Kitaro Kosaka, director of animated feature film Okko’s Inn, his portfolio includes work at Studio Ghibli, MADHOUSE Productions, and Oh! Productions

Iron Man, X-Force, and the Psylocke mini-series. He is currently the penciller for a mini-series published by IDW. • Carlo Pagulayan, a freelance artist who got his first professional gig drawing Elektra for Marvel Comics, which paved way for him to work on Emma Frost, Marvel Adventures Fantastic Four, Iron Man, and Avengers. • Magoo del Mundo, a corporate and branding strategist specializing in the practice of Creative Intellectual Property (IP) Ecology in the Philippines • Rocketsheep, a production company behind the feature film “Saving Sally,” which won various awards in international film festivals including the Jury Prize at the Brussels Fantastic Film Festival, Portugal’s Fantasporto and the Seoul International Animation Festival. • Nicole Mendoza, currently supervising the 3D animation department, digital painting, and checking the visual development outputs of Half Wolf Entertainment Inc.

• Pancho Burgos-Goizueta, a film score composer who has worked on High-School Musical 2 and 3, Wheels, and God’s Not Dead: A Light in Darkness

• Gomesh Karnchanapayap, a Z brush certified instructor born in Surin, one of North Eastern Provinces of Thailand. Yong attended the Samsenwittayalai School in Bangkok and during his last year there, he participated in an exchange student program, which gave him the opportunity to study his senior year at Morris Town High School in the United States. He gained a degree in Computer Science from California State University in 1999.

• Carl Papa, an IT professional by day and a filmmaker at heart. His feature films The Unforgetting and Manang Biring have been recognized locally and internationally. His most recent film, Paglisan won best film at Cinema One Originals Film Festival.

• Aymeric Pons, a Toon Boom Agent for the Philippines, Taiwan, Vietnam, Cambodia, and Thailand. He is responsible for boosting the presence of Toon Boom in Southeast Asia alongside its awardwinning software for animation and storyboarding.

• Mikki Crisostomo, staff writer at Disney TV Animation and a graduate of the University of the Philippines and Columbia University

• Harvey Tolibao, co-founder and creative director of HMT Studios or Home of Multi-Talent Studios. His portfolio includes Green Arrow,

Animahenasyon also featured free film screenings. For more information, visit www.animahenasyon.com.

TRY BEFORE YOU BUY Program for eligible companies to try wireless headsets (Bluetooth & DECT™) and speakerphones before purchasing

Learn more at www.plantronics.com/sg/en/offers/free-trial-program BREAKTHROUGHS 2020 - ISSUE NO.1

NEWS M A R K T H E D AT E

23 23

New Clock In branch opens at Ayala North Exchange By Ayala Land Offices

Building on its portfolio of flexible coworking spaces, Ayala Land Offices (ALO) launched its biggest Clock In branch to date at Ayala North Exchange, Makati City. With over 1,500 square meters of floor space and 357 private office and coworking seats available for guests and members, the latest Clock In branch will bring all of the brand’s signature features and amenities to workers in the Makati area.

“For those who are in the startup business, one consideration is really the cost of building anything. They are into flexible spaces, which really do not cost them much compared to renting their own place. It’s a plug and play solution; they can actually work anywhere,” she said. Mills said that given the traffic situation in Metro Manila, people are looking for a proper place where they can work close to home and save on commuting time for more productive activities.

These include private and co-working seats with high-speed Internet connection, office maintenance services, administrative and IT support, and unlimited supply of coffee and tea. Members also enjoy passport access across all Clock In locations in Makati, Bonifacio Global City, Pasig, Quezon City, and Alabang.

For both big and small companies, Clock In offers flexible lease terms tailor fit to the office requirements of locators from daily, monthly, and annual leases. In addition, its workspaces are designed to create professional relationships, collaborative as well as learning opportunities outside of conventional offices.

“The center is located in an Ayala Land mixed-use development with two office buildings, serviced apartments, retail stores, and restaurants creating a dynamic work environment,” Carol Mills, Vice President of Ayala Land, Inc. and President of Ayala Land Offices, Inc., said.

“Clock In fosters innovation, collaboration, and synergies with its spaces. With flexible lease terms, it can cater to the needs of both multinational companies and start-up companies alike. Our break-out areas are ideal spaces for members to collaborate and exchange ideas.” Mills said. Clock In has monthly events called After Hours where notable speakers share their expertise on various topics from business talks to personal interests.

“Clock In Ayala North Exchange has an event space that can seat up to 120 people, ideal for trainings, seminars, product launches, and the like. It has a break-out area with recreational board games, stationary bikes, and napping pods where tenants can unwind.” Lala Comia, general manager of Clock In, added that the new location is also the perfect place for the vibrant freelance and startup community.

Ayala Land Offices opens its second coworking space in Makati. Clock In Ayala North Exchange offers over 357 private offices and coworking seats for its guests and members.

To learn more, visit https://www.clock-in.com.ph/locations/ayala-north-exchange or email clockin@ayalalandoffices.com.ph. You may also visit Clock In by Ayala Land Offices on Facebook and Instagram.

Clock In Ayala North Exchange provides high-speed Internet connection, office maintenance services, administrative and IT support, and unlimited supply of coffee and tea to its private offices and coworking tenants.

Wellbeing Challenges and the Night Shift A healthy workforce is critical to the industry By Aon

million workers and generate US$40 billion in revenue for the country by the end of 2022. The country’s proficiency in the English language, coupled with competitive wages and economic incentives, makes it a lucrative market for major outsourcing companies. Thousands of outsourcing companies in Asia offer round-the-clock KPO services to various markets worldwide, employing masses of workers on a shift basis. For example, to serve North American markets during their office hours, KPO workers in the Philippines need to start work at 9pm local time. Despite the later start time, the country’s KPO industry has 1.2 million wellpaid millennial workers between the ages of 23 to 28, each earning on average US$21,000 a year – twice the average Philippine wage. The future is looking bright for Asia Pacific, even though it’s at night. The region, led by the Philippines and India, dominates the business process outsourcing (BPO) industry, with more than a third of jobs in this sector created between January 2014 and December 2018. India alone accounts for approximately 55 percent market share of the US$190 billion-global services sourcing business from 2017 to 18. India’s highly qualified talent pool of technical graduates, especially in computer science and IT, is one of the largest in the world. In the Philippines, the BPO industry, also known as knowledge process outsourcing (KPO) industry, is a major generator of jobs and revenue. It is forecast to have 1.8 WWW.IBPAP.ORG

According to Dr. Amitabh Deka, head of wellbeing solutions, South Asia and Aon Care, while the benefits of working a rotating or “graveyard shift” schedule may be enticing for the industry’s relatively young workforce, research has proven that this type of work negatively impacts health and wellbeing unless countermeasures are in place. To remain competitive in today’s market, a healthy workforce is critical to the bottom line. For more information on how investments in health and wellbeing can enhance workplace productivity and job experience for graveyard shift employees, please visit https://theonebrief.com/asia to read the whole article.

PA R T N E R U P D AT E

GDAP Training in Tokyo GDAP Sends Seven Participants to Computer Graphics Train-the-Trainors Program in Tokyo By Game Developers Association of the Philippines (GDAP)

In November 2019, the Game Developers Association of the Philippines (GDAP) sent seven teachers to Tokyo, Japan to undergo a Train-theTrainors Program under the CG-Arts Society of Japan. The goal was to equip these teachers to be able to train others in the Philippines in the CG Creator Certification curriculum. The Train-the-Trainors program is part of the initiative of GDAP to localize the CG Creator Certification, a test developed by the CG-Arts Society of Japan and recognized by prominent Japanese computer graphics and broadcasting studios. According to Ria Lu, Executive Director of GDAP, the CG Creator Certification is meant to act as a high bar to reach in the local industry’s attempt to improve its standards and, hopefully, lead to the opening of doors to new markets. On the first day of the program, the delegates were taken to see TeamLab’s Borderless exhibition, which was a great example of the application of computer graphics on a flat surface as well as threedimensional objects. The next two days were spent in lectures under experienced practitioners who were involved in movies and games including “Godzilla”, “Onimusha,” and “Ghost in the Shell.” “I found it fun and eye-opening, if not a little intense,” says AJ Siytangco, one of the participating teachers and an instructor at iAcademy.

“I found it fun and eye-opening, if not a little intense.”

The participants also had an opportunity to visit studios like Robot, Inc. and Polygon Pictures. During last day of the program, the delegates were required to take an exam similar to the advanced test of the CG Creator Certification. The seven delegates and their respective schools and companies are now in the process of developing review classes for their students in preparation for the first localized CG Creator Certification Exam on July 12, 2020. For more information about the certification, visit www. cgcreatorcertification.com.

BREAKTHROUGHS 2020 - ISSUE NO.1

NEWS

PLDT WINS BIG

at MEF Awards for ninth year in a row By PLDT

Our globalstandard services are a manifestation of our commitment to nationbuilding. With our continuous investments in innovation, we drive not only technological growth here in the country but also spur economic development as well.

(L-R) PLDT Enterprise Vice President & Head of Fixed Core Business Solutions Gary Ignacio; Senior Manager & Head for Managed Enterprise Networking Solutions Irene De Guzman; Smart President and CEO and PLDT Chief Revenue Officer Alfredo Panlilio; Chief Technology and Information Advisor of PLDT Joachim Horn; ePLDT President & CEO and SVP & Head for PLDT and Smart Enterprise Business Groups Jovy Hernandez; Smart Senior Vice President and Office of the Network Service Head Mar Tamayo

PLDT Inc., the country’s leading ICT and digital services provider, once again proved its world-class service as it won three major awards for its network services at the recently concluded international 2019 MEF Awards held at Los Angeles, USA. The annual MEF Awards recognizes service, application, technology, and professional excellence in the global community committed to delivering innovative solutions. The awards program is the largest of its kind which is focused on emerging dynamic network services such as SD-WAN, Carrier Ethernet, LSO, SDN, and NFV technologies. “MEF is pleased to congratulate PLDT once again for outstanding work in delivering solutions with compelling and lasting value for customers,” said MEF President Nan Chen. “This year, PLDT won prestigious Retail Service Provider of the Year, Wholesale Service Provider of the Year, and Network & Service Innovation Awards for the Asia Pacific region.” PLDT bagged three out of four awards in the Service Provider and Enterprise Application category for Asia Pacific Region—namely, Retail Service Provider of the Year, Wholesale Service Provider of the Year, and Network & Service Innovation Awards—marking PLDT’s ninth year win streak at the annual awards event. PLDT is the only ICT and digital service provider in the Philippines to receive such awards.

WWW.IBPAP.ORG

“We would like to thank MEF for these prestigious awards. This international recognition is a testament that our services are of global standards and that year on year, we constantly innovate our solutions for our customers,” said Jovy Hernandez, ePLDT President & CEO and SVP & Head for PLDT and Smart Enterprise Business Groups. The Enterprise Application and Service Provider Awards recognize the most innovative use of MEF 3.0, Carrier Ethernet, or SD-WAN services to meet application requirements of industry verticals and recognize leadership in the development and delivery, as well as excellence, in network and connectivity services. Supported by MEF Carrier Ethernet Certified Professionals (CECPs), PLDT’s fiber footprint now runs around 307,000 kilometers nationwide—the Philippines’ most expansive fiber optic backbone. “Our global-standard services are a manifestation of our commitment to nation-building. With our continuous investments in innovation, we drive not only technological growth here in the country but also spur economic development as well,” said PLDT Chief Revenue Officer and Smart President & CEO Alfredo S. Panlilio.

PA R T N E R U P D AT E

IT Industry Thrives Amid the Pandemic By Philippine Software Industry Association (PSIA)

For the past years, the information and technology (IT) industry in the Philippines has been one of the fastest-growing industries bringing economic abundance to the country. However, this year, the advent of coronavirus has affected plenty of tech-related businesses, startups, and small-scale organizations. To prevent the virus from spreading, government has put the country on lockdown, which has both negatively and positively affected the industry. In a survey released by PwC Philippines, in partnership with the Department of Trade and Industry (DTI), 48% of startups are threatened by COVID-19 with the majority minimizing their operations. However, according to a Forbes article published in April, different businesses were able to adapt using tailored measures that yielded positive results. Companies started maximizing available resources and skills, producing products in demand, and looking for other angles to serve the market. The IT industry has proven its capability for agile adaptation during the lockdown â&#x20AC;&#x201C; more than 90% brought the operations home (WFH) and several produced digital solutions to address the needs for the pandemic and the daily needs of the population. In the current environment, flexibility and innovation are the keys to sustainability. Technologies like Cloud, Artificial Intelligence, and Health Technology are on the rise; a new normal has pushed technology to evolve further and has fully realized the potential of available solutions. For example, through advanced Cloud technology, several organizations have realized that you donâ&#x20AC;&#x2122;t need a physical space to operate, thus proving the WFH setup to be easily doable. From online bank transactions to bills payment, consumers have changed their perspective on how business should be conducted. Examples of companies in the country that are thriving include MyKuya, which like all other delivery apps, has seen an increase in delivery demands since the lockdown started in March. With retail malls temporarily closed or and only being under partial operations, more people now turn to App-based delivery like Grab, Lalamove, and more to satisfy their cravings and to fulfill their daily needs. Another thriving startup is CloudSwyft, which provides cloud-based online learning which is currently in demand for with the majority shifting to online classes.

With more businesses trying to switch to digital platforms, more demand for tech is currently observed. A report from Dell has stated that a majority of their customers now demand a solution for remote working due to clients enabling their employees to work remotely in a seamless manner, and ensure data security and IT performance not to be compromised. Experts predict that during the Covid-19, the following will ensue:

1. Data-enabled healthcare initiatives will increase Due to data being a measure to determine how policies and ordinances help against the fight with Covid-19, a surge of businesses will focus their efforts on Health-centered technology.

2. Scalable digital business models will start to replace product-focused operations Since physical business models are currently on hold, entrepreneurs have shown an interest in starting digital businesses.

3. E-commerce will experience a renaissance The lockdown has led consumers to switch to online shopping, especially when it comes to buying basic necessities and health and sanitation products. The boom in e-commerce may well become permanent even after the pandemic due to its offered convenience. There is a high expectation for the IT industry to continue to thrive due to the increasing demand for technological tools, solutions, and services. With the uncertainty of the pandemic, IT businesses should take advantage of the demand in digital platforms and continue to create and innovate to supply the new market.

BREAKTHROUGHS 2020 - ISSUE NO.1

PA R T N E R U P D AT E

HIMAP ELECTS NEW BOARD & OFFICERS FOR 2020-2021 By Healthcare Information Management Association of the Philippines (HIMAP)

The Healthcare Information Management Association of the Philippines (HIMAP) recently elected its new set of Board of Trustees and Officers for a two-year term, 2020-2021. Below is the complete list of Trustees and Officers: • Chairwoman of the Board: Beng Coronel (Pointwest Technologies) • President: Roger Salazar (Optum Global Solutions Philippines) • Vice President: Vince Remo (Advanced World Solutions, Inc.) • Corporate Secretary: Raymond Ang (Edulynx Corp.) • Treasurer: Judy Whisenhunt (TDS Global Solutions) MEMBERS OF THE BOARD: • Sarah Machan-da Silva (Alorica) • Jeffrey Williams (Genfinity Philippines) • Gail Cruz-Macapagal (DynaQuest Technology Services, Inc.) • Myla Rose Reyes (GritXL KPO) Both Myla and Gail are new to this term’s Board although Myla had earlier served in the HIMAP Board as President from 2003-2017. HIMAP President Roger Salazar said in his first message as association President, “Our main goal is to drive our country to be a global leader in Healthcare Information Management Services (HIMS).” Today, HIMS is the third largest segment in the IT-BPM industry and is projected to grow progressively in the next three years. HIMAP member-companies have evolved and expanded their service offerings to cover more complex and higher-value work for providers, payers, and pharmaceutical companies. As the world becomes more and more digitized and healthcare ecosystems sprout, there will be more opportunities for HIMS businesses in the Philippines. With a very hands-on and involved Board of Trustees, HIMAP members can expect a dynamic and truly relevant HIMAP in the coming months and years!

Chairwoman of the Board: Beng Coronel (Pointwest Technologies)

President: Roger Salazar (Optum Global Solutions Philippines)

Corporate Secretary: Raymond Ang (Edulynx Corp.)

Vice President: Vince Remo (Advanced World Solutions, Inc.)

Treasurer: Judy Whisenhunt (TDS Global Solutions)

P H OTO BY : B IL L OX F O R D O N U N S PL A SH

Members of the Board:

Sarah Machan-da Silva (Alorica)

WWW.IBPAP.ORG

Gail Cruz-Macapagal (DynaQuest Technology Services, Inc.)

Jeffrey Williams (Genfinity Philippines)

Myla Rose Reyes (GritXL KPO)

I B PA P U P D AT E

IBPAP EVENTS 2019

Guests catching up before the holidays at the IBPAP Member’s Christmas Party 2019

IBPAP Executive Director Nicki Agacoili and Emmy Lou Delfin of the DICT together with the Czech Republic Ambassador to the Philippines H. E. Jana Šedivá at Czech Connect 2019

Memorandum of Agreement signing on HIV/AIDS policies and programs with IBPAP, GICC, HIMAP, and Project Red Ribbon

Mayor Fransisco “Isko Moreno” Domagoso with guests at the IBPAP CEO Forum last September

ANZ’s Roscoe Pineda and Dearden Santiago and the IBPAP Talent Attraction and Development team together with the speakers of the IBPAP industry briefing on Diversity and Inclusion

Far Eastern University (FEU) President Dr. Michael Alba, The Coding School Co-Founder Ronna Sieh, and IBPAP President and CEO Rey Untal at the PACU Avalanche Forum

President and CEO Rey Untal receiving an award on behalf of IBPAP at the BSP Annual Stakeholders’ Awards 2019

BREAKTHROUGHS 2020 - ISSUE NO.1

I B PA P U P D AT E

IBPAP and TESDA sign a Memorandum of Understanding for the upskilling and reskilling of the IT-BPM workforce

Mayor Fransisco “Isko Moreno” Domagoso making great conversation with guests at the IBPAP CEO Forum last September

New IBPAP members are welcomed at the first IBPAP-PMAP joint General Membership Meeting

Cathy Yang and IBPAP President and CEO Rey Untal on ANC’s Market Edge

Newly-inducted IBPAP members during the 3rd Quarter General Membership Meeting

WWW.IBPAP.ORG

Privacy Commissioner and Chairman Raymund Liboro speaking at the IBPAP HRBPO Forum held last September

I B PA P U P D AT E

IBPAP NEW MEMBERS (July to December 2019)

PLATINUM CLUB

BREAKTHROUGHS 2020 - ISSUE NO.1

M A R K T H E D AT E

WWW.IBPAP.ORG

M A R K T H E D AT E

BREAKTHROUGHS 2020 - ISSUE NO.1

Breakthroughs Issue No.1-2020

Articles inside

Sustained Growth Momentum for Philippine IT-BPM Sector

DIGITAL CITIES 2025: A Brighter Future Awaits in the Countryside

BPO in the Second Roaring 2020s

World-class Healthcare Service with a Filipino Touch

Investing in the Filipino Talent and Enabling the Philippines to Move Up the Global Value Chain