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  • Hartlepool Council Goes for a Safe Bet with ICT Partnership Award to Northgate PS

    Feb 10, 2014, by NelsonHall Analyst

    The new deal between Hartlepool Council and Northgate Public Services (PS) shows how old-style local authority partnership contracts can evolve. This, is a low risk deal for Hartlepool Council, unlike other local authority partnerships of yester-year that failed to deliver.  For a start, Northgate has provided the Council’s IT services since 2001 and it has already established a presenc[...]

  • Strong Third Quarter for Firstsource As it Continues to Realign its Portfolio

    Feb 03, 2014, by NelsonHall Analyst

    Firstsource has just announced its strongest quarter since FY 2013. Revenue was up 12.1% y/y to Rs. 7,998m (~$128m) and margins increased 210 bps y/y to 9.3%. The margin improvement is due in part to Firstsource’s consolidation of unprofitable accounts in both its customer management business and in domestic accounts in India and Sri Lanka. Telecoms and media, Firstsource&r[...]

  • Serco's Woes Continue Despite Clearance by U.K. Government to Bid for New Contracts

    Jan 31, 2014, by NelsonHall Analyst

    Serco has updated its guidance for 2013 and 2014 following its clearance by the U.K. government to bid for new contracts.  Serco expects a mid-single digit percentage organic decline on 2013 revenue due to: Lower levels of incremental work won across the group to date Attrition from contracts lost such as electronic monitoring Volume reductions in its Australian immigration detent[...]

  • Capita Gears up for London Congestion Charging Contract but at What Price?

    Jan 29, 2014, by NelsonHall Analyst

    Earlier this month Capita confirmed that it had won back the London congestion charging contract from IBM. The contract with TfL is for £145m for five years starting from November 2015, with an additional five-year extension option. The scope of the new contract has expanded to include traffic enforcement notice processing for penalty charge notices for bus lane and yellow box junc[...]

  • Will WAHA Come of Age in 2014?

    Jan 22, 2014, by NelsonHall Analyst

    Work at home agent (WAHA) CMS BPO specialist Arise Virtual Solutions announced this week it is hiring 6,500 WAHAs (who will be equivalent to 3,250 FTEs) across Arizona, North Carolina, Texas, Michigan and Virginia. This marks a turnaround for Arise after what was a difficult 2013 marked by loss of volume in some key contracts and delays in new signings. These hires will represent a 26% increase[...]

  • Capita's Cedar Grows in U.K's Police Sector

    Jan 22, 2014, by NelsonHall Analyst

    Capita acquired Cedar HR back in September 2011 for £15m to bring new market opportunities to the group. At the time there was much talk of police turning to technology and outsourcing for efficiency but a period of indecision preceded and followed the first-ever election of police and crime commissioners in November 2012. Against this backdrop, the Cedar seed has slowly geminated and starte[...]

  • Serco Partners With Bromley Healthcare to Improve and Grow Healthcare Business

    Jan 20, 2014, by NelsonHall Analyst

    Serco has announced a partnership agreement with Bromley Healthcare, an employee-owned social enterprise, to work together in the community healthcare market. Initially the partners will work together to improve quality of community healthcare in Suffolk, with Bromley Healthcare acting in an advisory capacity and supporting clinical leaders. In the long term, they intend to join forces to bid f[...]

  • Capita Clears the Way to Win Back Congestion Contract

    Jan 14, 2014, by NelsonHall Analyst

    Capita has been awarded a £145m contract by Transport for London (TfL) to operate the congestion charging, low emission zone and traffic enforcement notice processing schemes. The contract is for five years starting from November 2015 with an option to extend for a further five years. Services to be provided include: Operating the traffic congestion scheme Operating the low[...]

  • ERG Aims for World-class Procurement Services with Crown Commercial Service

    Jan 09, 2014, by NelsonHall Analyst

    NelsonHall recently attended a briefing by the Cabinet Office Efficiency and Reform Group (ERG) about the new Crown Commercial Service (CCS). This has replaced Government Procurement Service (GPS) and is to become the most comprehensive government procurement services provider in Europe. It is to address the market in a more coherent fashion by organizing into domains and segments but operating as[...]

  • Convergys to Acquire Stream Global Services, Becoming Number Two CMS BPO Vendor Globally

    Jan 07, 2014, by NelsonHall Analyst

    Convergys is to acquire Stream Global Services for $820m.  With anticipated combined CY 2013 revenues of ~$3bn (Stream ~$1bn, Convergys ~$2.045bn). Convergys will this year become the second largest CMS BPO pure-play by revenue globally, close to Teleperformance (expected CY 2013 revenues of $3.26bn). The purchase price of $820m represents ~80% of Stream’s annual revenues but an impr[...]

  • CMS BPO: Vendor Consolidation Kicks Off 2014

    Dec 20, 2013, by NelsonHall Analyst

    Customer management services (CMS) is no longer the red-headed step-child of the BPO world.  In spite of the exit from this area of IBM, most CMS pureplays are currently achieving improving margins and revenue growth. With multi-channel delivery proving crucial in winning new contracts, and the increasing importance of big data and analytics in the value proposition, 2014 is set to be an extr[...]

  • Norfolk County Council Sees the Light of Information Management

    Dec 18, 2013, by NelsonHall Analyst

    In early December, Norfolk County Council and HP Enterprise Services announced a £26m, five-year contract to develop a cloud-based information hub for service integration and multi-agency collaboration in Norfolk. The ambitions go beyond the information hub with NCC having seen the light of good information management for achieving lasting operational efficiencies in the face of continuing b[...]

  • LATAM CMS BPO Market: Next Big Wave Forms Around Higher-End Support

    Dec 17, 2013, by NelsonHall Analyst

    Latin America has become an increasingly popular destination for the customer management services (CMS) BPO industry in recent years, outperforming the global CMS market. Will this continue? NelsonHall expects the global CMS BPO market to grow at 3.7% CAAGR through to 2016 with Latin America growing at more than twice that. So what is driving that growth? Much of the growth from this region is [...]

  • Mouchel Bounces Back in FY 2013

    Dec 12, 2013, by NelsonHall Analyst

    Mouchel has announced results for FY 2013, for the period ending 30 September 2013:     Revenue was £555.3m       EBIT was £28.1m, a margin of 5.1%. Comparisons with the prior year were not provided as the company in its present from came into being in August 2012. For the new company, for the five weeks to the end of 2012 FY, revenue was[...]

  • Maximus, Doing Well and Eyeing Growth in U.K.

    Nov 17, 2013, by NelsonHall Analyst

    Maximus has announced results for FY 2013, the year ending September 30, 2013. Revenue was $1,331m, up 26.8% as stated. Operating income was $188.2m, a margin of 14.1%, up 200 bps. FY 2013 revenue (and growth) by segment was: Health Services $862.9m (+28.6%) Human Services $468.4m (+23.6%). FY 2013 operating income and margin by segment was: Health Se[...]

  • Cabinet Office on Track with Shared Services Strategy

    Nov 04, 2013, by NelsonHall Analyst

    The U.K. Cabinet Office recently briefed NelsonHall about progress with its shared services strategy. Shared services has been a recurring theme in the U.K. public sector’s drive for efficiency for many years. It has continued to rise in importance as a lever for cost savings in the public sector, driven first by the Gershon Review of 2004 and most recently, when the current government first[...]

  • Axelos to Accelerate Growth of U.K. Government's Best Practice Portfolio

    Oct 28, 2013, by NelsonHall Analyst

    NelsonHall recently had a briefing with Axelos, the Capita and Cabinet Office JV that has been set up to commercialize the Government’s Best Practice Methodologies portfolio. Axelos was incorporated in July 2013, 51% owned by Capita, 49% by the Cabinet Office but governed by a separate board from the parent organizations. The company will be fully operational from January 1, 2014. Axelos [...]

  • Capita Joins Cloud Rush - Update

    Oct 15, 2013, by NelsonHall Analyst

    Capita IT Services recently briefed NelsonHall about its newly unveiled horizontal cloud services. Capita Private Cloud is built on VCE Vblock Systems’ converged infrastructure with data storage provided in Capita’s two data centers in the U.K. Services include the usual utility computing, multi-tenanted, with virtual servers dedicated to clients. Capita will migrate its existing opera[...]

  • Sitel Hosts Analyst and Client Advisory Event in Las Vegas

    Sep 20, 2013, by NelsonHall Analyst

    Sitel has restructured its sales team, in August last year it centralized its sales team and hired a head of commercial activity who is involved in all major contracts. At the moment Sitel has 83 account managers excluding a five person sales team in the U.K. whose remit is to fill 1-10 seat excess capacity in centers. Revenue growth from new business last year was offset to an extent by Sitel&rsq[...]

  • IBM Makes the Leap to Next Generation Cloud with SoftLayer

    Sep 18, 2013, by NelsonHall Analyst

    NelsonHall recently attended IBM SmartCloud Analyst Day in London during which IBM highlighted the most recent developments in its cloud strategy against the backdrop of its acquisition of SoftLayer, a significant player in the cloud space. SoftLayer offerings include on-demand dedicated servers and virtual cloud servers, offered in public and private models. Since the acquisition com[...]

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