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NelsonHall Blog

  • HP Enterprise Services: How it is Building its “Advise, Transform, Manage” Positioning

    Mar 11, 2014, by Rachael Stormonth

    NelsonHall recently attended an HP analyst summit in Boston, where our interest was focused on developments at HP Enterprise Services (HP ES). HP ES has room to breathe again, but the next few years will be at least as tough as the last two have been. Financial progress to date against turnaround program In its FY 2013 (ended October 31, 2013), the ‘Fix and Rebuild’ year of its t[...]

  • Capita-Led Consortium Selected by MoD as Preferred Bidder for £400m DIO Contract

    Mar 10, 2014, by Rachael Stormonth

    A Capita-led consortium has been selected by the U.K. Ministry of Defence (MoD) as preferred bidder for a ten-year contract with a potential LTV of £400m to be the strategic business partner to the Defence Infrastructure Organisation's (DIO, the MoD's property and services provider). Services to be provided by the consortium include manageme[...]

  • T-Systems Announces 2015+ Plan, Aiming for Higher Profitability and Revenue Growth

    Mar 06, 2014, by Dominique Raviart

    T-Systems' parent company, Deutsche Telekom, has announced its T-Systems 2015+ strategic plan. T-Systems 2015+ aims to increase the EBIT profitability of the company and help it resume organic growth by 2017.  Principles of T-Systems 2015+ rely on a change in it service portfolio mix: Stopping of unprofitable offerings Adoption of more standardized service offerings, which will[...]

  • Serco's Profits Decline Following its Annus Horribilis

    Mar 04, 2014, by NelsonHall Analyst

    Serco announced its 2013 results this week including: Revenue £4,288.1m up +5.6%, up +6.7% at constant currency (CC) Operating profit was £143.8m, a margin of 3.4%, down 330 bps The decline in profits was anticipated with a warning given by the company to this effect only a few weeks ago. In this period, Serco reported a net exceptional charge of £90.5m, reflecting p[...]

  • Infosys Awarded 5-Year F&A BPO Contract Renewal by Philips to Continue Transformation Journey

    Feb 27, 2014, by Rachael Stormonth

    Infosys has been awarded a five-year renewal through June 2019 of its F&A BPO contract with Philips. There is no significant change in contract scope or direction in the renewal, largely a recognition that Philips and Infosys are part way through a major program of change in the way that Philips carries out its finance and accounting operations, including a major change in Philips[...]

  • Infosys Launches Process Progression Model to Provide Common Reference Model for Process Transformation

    Feb 27, 2014, by John Willmott

    Infosys BPO has launched its Process Progression Model (PPM), a framework aimed at assessing current process maturity and providing a roadmap for process transformation. In particular, PPM acts a high level dashboard and common reference model for communicating with clients. Infosys PPM has been in active use with Infosys BPO clients for approximately 6 months, succeeding the company's &quo[...]

  • Capita Lands £325m Scottish SWAN Deal

    Feb 17, 2014, by Rachael Stormonth

    Capita has been awarded a nine-year, £325m framework contract to deliver the Scottish Wide Area Network (SWAN), a single public services network (PSN) for the use of all public service organizations within Scotland. Capita will be delivering the services in partnership with Updata. Around £110m of Capita's revenues will come from four clients that have already signed u[...]

  • NelsonHall Launches “Speed-to-Source” Vendor Evaluation Tool for RPO

    Feb 13, 2014, by Gary Bragar

    NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist Strategic Sourcing Managers in assessing vendor capability in Recruitment Process Outsourcing (RPO). The RPO tool is available to NelsonHall clients here and is also available for a limited period free-of-charge to strategic sourcing managers. The tool covers a number of RPO busin[...]

  • Webhelp Continues to Expand in Europe

    Feb 10, 2014, by NelsonHall Analyst

    Webhelp is to acquire SNT, a Netherlands based CMS vendor. SNT has 3,500 agents across eight sites in Europe with revenues of 77m. The combined company will be called Webhelp SNT following the acquisition which is to be completed in twelve months.  This acquisition will give Webhelp a significant Dutch presence and will bolster its global agent headcount to ~21,500, and increase its a[...]

  • 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[...]

  • Genpact: Slow Progress on Transformation Strategy in 2013 - Unveils Next Phase of Plan

    Feb 07, 2014, by Rachael Stormonth

    Genpact has just released Q4 and full year 2013 results. In terms of revenue performance, Q4 was back to double digit y/y growth, albeit at just 10.0%. Global Client revenues were up 13.3% y/y, but this the lowest Global Client growth rate for some time. Full year 2013 Global Client revenue growth of 16.4% was led by the BFSI, Life Sciences and Hi-Tech verticals. Q4 2013 operating margin was[...]

  • Not All Payments Vendors are Making the Grade: Contrasting Alliance Data and First Data

    Feb 06, 2014, by Andy Efstathiou

    2013 was a very strong year for financial services BPO providers, especially transaction processors. However, not all vendors have fared well. Let's compare two card processing vendors headquartered in the U.S.: First Data and Alliance Data. First Data:  First Data announced Q4 2013 revenues were up 1% y/y to $2.8bn. Q4 2013 revenues (and y/y revenue gr[...]

  • IBM Connect 2014: Spotlight on Kenexa

    Feb 04, 2014, by Gary Bragar

    The theme of last week’s IBM Connect Conference was Energizing Life’s Work. There was also a concurrent Kenexa World Conference which joined the IBM Connect general sessions. When IBM acquired Kenexa for $1.3bn in December 2012 (with Kenexa integrated into IBM’s Software Group and operationally aligned to IBM GPS), much was written at the time of how this would strengthen IBM&[...]

  • CSC Q3 FY 2014 Results: Progress on Cost Take Out and Portfolio Development in FY 2014; Looking for Growth in Commercial Businesses in FY 2015

    Feb 04, 2014, by Rachael Stormonth

    This was another quarter of margin expansion for CSC, across all three reporting segments, driven primarily by cost takeout efforts, which have been huge. And cash flow is improving: FCF guidance for the full year has been revised upwards to ~$600m. FY 2014 has also been a year of rebuilding the portfolio, with partnerships a key element. FY 2015 will be a year when we should begin to see growt[...]

  • CSC and HCL Tech Form Innovative Partnership on Application Modernization

    Feb 03, 2014, by Dominique Raviart

    CSC and HCL Technologies have announced a strategic partnership for application modernization and IT cloud migration services. The two companies are to: Offer application modernization services around migrating applications to the cloud. The service will rely on several IPs, including the recently CSC-acquired ServiceMesh Enhance their existing vertical-specific app modernization o[...]

  • 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[...]

  • J.P. Morgan Exits U.K. Fund Transfer Agency Business to Reduce Unprofitable Operations

    Jan 31, 2014, by Andy Efstathiou

    J.P. Morgan has decided to exit its unprofitable U.K. fund transfer agency business. The exit will take place in 2014. The impact of the exit will be that funds currently with administration fee pricing as low as 0.04% will face pricing closer to 0.15 % (an increase of 375).  Transfer agency services include: Recording changes in share ownership  Canceling and issuin[...]

  • 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[...]

  • Wipro Raises the Stakes on its Commitment to Mortgage and Loan BPO

    Jan 31, 2014, by Andy Efstathiou

    Wipro is to acquire mortgage due diligence and risk management services provider Opus Capital Markets Consultants LLC (Opus CMC) for $75m to enhance its mortgage BPO capabilities. (See tracker article #201521 for acquisition details). Wipro's existing mortgage BPO capabilities include: 850 FTEs in origination and administration BPO BPO services in loan originations and administratio[...]

  • 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[...]

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