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  • 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[...]

  • Lockheed Martin Looks to New Markets for Growth

    Sep 11, 2013, by NelsonHall Analyst

    Earlier this week, Lockheed Martin Information Systems & Global Services (IS&GS) acquired Amor Group. Headquartered in Glasgow, Scotland, Amor has ~540 staff and offers products and services, largely, to education, energy and transport sectors in the U.K. and internationally in North America and the Middle East. Its IP includes products for oil and gas assets protection, and management of [...]

  • Northgate Information Solutions Announces 2013 Revenues Down 6% to £802m

    Sep 02, 2013, by NelsonHall Analyst

    NGA's performance is in keeping with the HRO market which has been buoyant in recent months. The division's revenue will have been boosted by the Convergys acquisition as well as wining new contracts (e.g. Aer Lingus) and successful renewals (e.g. Fifth Third Bank). The restructuring of NPS division last year, to focus more on services, combined with a number of contracts starting in 20[...]

  • The Changing Face of Local Authority CMS Gives Green Light to Suppliers for More Automation within Offerings

    Aug 27, 2013, by NelsonHall Analyst

    Brent Council’s new hologram receptionist got a mixed reception from pundits last week. Love her or hate her, Shanice, the hologram, is here to save costs while improving sign posting for visitors to the council. The council estimates cost savings of >£17k a year. In another recent development, in July 2013 Capita was awarded a customer contact management services contract extens[...]

  • Capita Breaks into the Utility Sector

    Aug 14, 2013, by NelsonHall Analyst

    Capita's selection as a preferred supplier for a £175m, 12-year deal by the Department of Energy and Climate Change (DECC) to provide Smart Meter Infrastructure Management came as a surprise. "Smart metering will be the biggest step change in the retail energy sector since the industry was privatized, more than 25 years ago” Capita’s chief executive, commented Pau[...]

  • Civica Awarded £10.8m IT Infrastructure Services Contract by Lambeth Council

    Jul 29, 2013, by NelsonHall Analyst

    Civica has been awarded a £10.8m contract by Lambeth Council for ICT managed services for schools in the Lambeth Learning Futures organization. The contract is for eight years. Services to be provided include: Transferring services from the incumbent provider Hosting core ICT services in Civica’s cloud Implementing a virtual desktop infrastructure at each school [...]

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