BPO Market Development Videos
John Willmott, NelsonHall's CEO, providing key insights and data on the Global BPO Market
BPS Market Development
Insightful analysis of BPS market developments. The BPS Market Development program provides a comprehensive overview of BPS markets with a focus on market developments and market forecasting by industry, service line and geography. The program provides timely identification of changes in market opportunity and service delivery mechanisms, and helps organizations understand, adopt, and optimize the next generation of business process models.
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What you get from this program
NelsonHall's BPO Market Development program supports you in enhancing your organization's sourcing performance. It will help you to:
- Analyze how BPO can be applied to your organization
- Assess the scope of BPO that can be outsourced and why
- Quantify the benefits and risks associated with outsourcing processes within your wider business
- Identify the most appropriate vendors and understand their individual areas of activity
- Learn from the experience of other organizations in your sector that have already outsourced business processes
- Keep abreast of changing emphases within BPO.
It also provides expert support to BPO service providers, specifically business development and marketing personnel, helping them to:
- Increase bid success through improved positioning of proposals against client requirements
- Maintain the competitiveness of current service offerings
- Identify emerging requirements and service opportunities
- Track key developments within the BPO marketplace, including contract awards and new service announcements
- Support business plan development.
featured market analyses
in BPS Market Development:
Business Process Services in the Commercial Property & Casualty Insurance Sector: 2017
Dec 21, 2017 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Commercial P&C Insurance Sector: 2017” 70-page report is based on global interviewing of senior executives across the commercial property & casualty insurance sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes th [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Executive Summary
- End-to-End Process Digitalization Is A Key Priority
- A Widespread Approach to Process Transformation
- Sector Transformation Creates Additional Opportunities for BPS
- Market Developments & Forecast
- Market Forecast
- BPS Market Shares
- Key Business Issues & Initiatives
- Market Change
- Key Organizational Initiatives
- Improving the Economics of the business
- Creating the Digital enterprise
- Operational Transformation Initiatives
- Operations Transformation Intentions
- Operational transformational Initiatives
- Approach to Operational Transformation
- Use of BPS to Drive Operational Transformation
- Impact of PESTLE Factors on Sourcing and Shoring
- Impact of Automation on Sourcing and Shoring
- Approach to Automation
- Implications for Staffing & BPO
- Overall Trends
- Reduction in overall resource levels
- Shifting skills profile
- Changing expectations from BPS Suppliers
- Impact of PESTLE Factors
- Impact on BPS Shoring Profile
- Impact on Internal Staffing
- Impact on White-Collar Staffing
- BPS Spend and Productivity
Business Process Services in the Retail Banking Sector: 2017
Dec 21, 2017 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Retail Banking Sector: 2017” 82-page report is based on global interviewing of senior executives across the retail banking sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by retail [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Executive Summary
- Retail Banks Seeking End-to-End Process Digitalization
- BPS Together with Automation Key to Operational Transformation
- 42% of Retail Banks Will Allow BPS Vendors to Retain Numbers of Contract Personnel by Extending Process Scope
- Market Forecast
- BPS Market Shares
- Market Trends
- The Digital Business Model
- Retail Banks as Utilities - Increased Commoditization
- Physical Assets being Replaced by Digital Presence
- Universalization of the Retail Banking Product - Bringing Down the Walls
- Rearchitecting Processes and the Technology Infrastructure
- The Data Explosion
- The Retail Banking Experience – Changing Customer Expectations
- Proliferation of the interaction channels for the customer
- The Rise of the “Digital Experience”
- Macro-Economic Shifts
- Growing Regulatory Pressures
- Identifying New Avenues of Growth
- The Talent Conundrum
- Key Business Issues & Initiatives
- Key Business Issues
- Key Organizational initiatives
- Getting Fit
- Preparing for the Future
- Operational Transformation Initiatives
- Process Transformation Intentions
- Approach to Operational Transformation
- Use of BPS to Drive Operation Transformation
- Impact of PESTLE Factors on Sourcing and Shoring
- Impact of Automation on Sourcing & Shoring
- Impact of Digital Transformation on Staffing & BPO
- Resource reduction
- Emerging roles in the digital technology space
- Shift from the use of contingent staff to BPO suppliers
Business Process Services in Property & Casualty Insurance
Oct 26, 2016 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in Property & Casualty Insurance: 2016” 117-page report is based on global interviewing of senior executives across the property & casualty sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issue [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Executive Summary
- Reducing the Cost of Customer Administration is the Major Business Issue for Property & Casualty Firms
- P&C Firms’ Aim to Digitalize to Reduce Costs in Both Front- and Back-Office while Launching New Products & Services
- Property & Casualty Sector Forecasts 2.8% Increase in BPS Spend in 2016
- Standalone BPaaS Adoption Strongly Favored by Property & Casualty Sector over Next Three Years
- Property & Casualty Insurance Market Forecast & Vendor Market Shares
- Property & Casualty BPS Market Forecast
- BPS Vendor Shares: Property & Casualty
- Key Business Issues & Initiatives
- Key Business Issues
- Operational Initiatives Planned
- Operations Enhancements Planned
- Operations Satisfaction & Pain Points
- Process Suitability to Support Future Business
- Process Pain Points
- Satisfaction with, and Attitudes to, BPS
- Satisfaction with Delivery of BPS Services
- Attitudes to Vendor Approaches
- BPS Service Improvement Requirements
- BPS Adoption by Model Type
- BPS Purchasing & Spend Intentions
- Forecast Shifts in Sourcing
- Planned BPS Adoption by Process
- BPS Spend Growth & Productivity Improvements Sought
- Changing Contractual Approaches
- BPS Pricing Mechanism Trends
- BPS Contract Length Trends
Business Process Services in the Retail Sector: 2016
Oct 20, 2016 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Retail Sector: 2016” 63-page report is based on global interviewing of senior executives across the retail sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by retail firms over the p [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Executive Summary
- Enhancing e-Commerce Capability & Speed-to-Market Remain Major Business Issues for Retail Firms
- Retail Firms Aim to Generate New Revenue Streams while Automating Back-Office Operations to Improve Fulfillment and Enhance the Customer Experience
- Retail Sector Forecasts 4.5% Increase in BPS Spend
- Standalone BPaaS Adoption Strongly Favored by Retail Sector over Next Three Years
- Market Forecast
- Retail BPS Market Forecast
- BPS Vendor Shares: Retail
- Key Business Issues & Initiatives
- Key Business Issues
- Operational Initiatives Planned
- Operations Enhancements Planned
- Operations Satisfaction & Pain Points
- Process Suitability to Support Future Business
- Process Pain Points
- Satisfaction with, and Attitudes to, BPS
- Satisfaction with Delivery of BPS Services
- Attitudes to Vendor Approaches
- BPS Service Improvement Requirements
- BPS Adoption by Model Type
- BPS Purchasing & Spend Intentions
- Forecast Shifts in Sourcing
- Planned BPS Adoption by Process
- BPS Spend Growth & Productivity Improvements Sought
- Changing Contractual Approaches
- BPS Pricing Mechanism Trends
- BPS Contract Length Trends
Business Process Services in the Life Insurance Sector: 2016
Feb 26, 2016 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Life Insurance Sector: 2016” 64 page report is based on global interviewing of senior executives across the life insurance sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by life in [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Reducing Cost of Policy Administration through Digitizing & Automating Back-Office Operations is Key Priority for Life Insurance Companies
- Life Insurance Sector Forecasts 3.2% Increase in BPS Spend in 2016
- Life Insurance Companies Would Like BPS Vendors to Reduce Process Costs by Using Analytics to Incorporate Process Learning
- Standalone BPaaS Using Standard Vendor Process Models Strongly Favored by Life Insurance Sector over Next Three Years
- Life Insurance Market Forecast & Vendor Market Shares
- Life Insurance BPS Market Forecast
- BPS Vendor Shares: Life Insurance
- Key Business Issues & Initiatives
- Key Business Issues
- Operational Initiatives Planned
- Operations Enhancements Planned
- Operations Satisfaction & Pain Points
- Process Suitability to Support Future Business
- Current Satisfaction with BPS Service Delivery and Acceptance of New Delivery Models
- Satisfaction with Delivery of BPS Services
- Attitudes to Vendor Approaches
- BPS Service Improvement Requirements
- BPS Adoption by Model Type
- BPS Purchasing & Spend Intentions
- Forecast Shifts in Sourcing
- Planned BPS Adoption by Process
- BPS Spend Growth & Productivity Improvements Sought
- Changing Contractual Approaches
- BPS Pricing Mechanism Trends
- BPS Contract Length Trends
Business Process Services in Capital Markets Sector
Feb 09, 2016 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Capital Markets Sector: 2016” 68 page report is based on global interviewing of senior executives across the capital markets sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Executive Summary
- Regulatory Change & Compliance Remains the Major Business Issue for Capital Markets Firms
- Capital Markets Firms’ Aim to Digitalize to Reduce Costs in Both Front- and Back-Office while Changing their Geographic Footprints
- Capital Markets Sector Forecasts 3.3% Increase in BPS Spend in 2016
- Standalone BPaaS Adoption Strongly Favored by Capital Markets Sector over Next Three Years
- Capital Markets Market Forecast & Vendor Market Shares
- Capital Markets BPS Market Forecast
- BPS Vendor Shares: Capital Markets
- Key Business Issues & Initiatives
- Key Business Issues
- Operational Initiatives Planned
- Operations Enhancements Planned
- Operations Satisfaction & Pain Points
- Process Suitability to Support Future Business
- Process Pain Points
- Current Satisfaction with BPS Service Delivery and Acceptance of New Delivery Models
- Satisfaction with Delivery of BPS Services
- Attitudes to Vendor Approaches
- BPS Service Improvement Requirements
- BPS Adoption by Model Type
- BPS Purchasing & Spend Intentions
- Forecast Shifts in Sourcing
- Planned BPS Adoption by Process
- BPS Spend Growth & Productivity Improvements Sought
- Changing Contractual Approaches
- BPS Pricing Mechanism Trends
- BPS Contract Length Trends
Business Process Services in Retail & Commercial Banking
Feb 02, 2016 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Retail & Commercial Banking Sector: 2016” 64 page report is based on global interviewing of senior executives across the retail & commercial banking sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principa [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Executive Summary
- Retail & Commercial Banks Targeting 4.9% Productivity Improvement in 2016
- Retail & Commercial Bank Initiatives Aim to Drive Customer Impact, Re-Invention of Business Propositions, and Cost Reduction
- Retail & Commercial Banks Forecast 6.7% Increase in BPS Spend in 2016
- Standalone BPaaS Adoption Strongly Favored by Retail & Commercial over Next Three Years
- Retail & Commercial Banking Market Forecast & Vendor Market Shares
- Retail & Commercial Banking Market Forecast
- BPS Vendor Market Shares: Retail & Commercial Banking
- Key Business Issues & Initiatives
- Key Business Issues
- Operational Initiatives Planned
- Operations Enhancements Planned
- Operations Satisfaction & Pain Points
- Process Suitability to Support Future Business
- Process Pain Points
- Current Satisfaction with BPS Service Delivery and Acceptance of New Delivery Models
- Satisfaction with Delivery of BPS Services
- Attitudes to Vendor Approaches
- BPS Service Improvement Requirements
- BPS Adoption by Model Type
- BPS Purchasing & Spend Intentions
- Forecast Shifts in Sourcing
- Planned BPS Adoption by Process
- BPS Spend Growth & Productivity Improvements Sought
- Changing Contractual Approaches
- BPS Pricing Mechanism Trends
- BPS Contract Length Trends
browse all market analysesBPS Opportunities in the Pharmaceuticals Sector: 2015
Jul 02, 2015 | Market Analysis by John Willmott
NelsonHall's "BPS Opportunities in the Pharmaceuticals Sector: 2015" report is a comprehensive market assessment report designed for: Sourcing managers investigating sourcing developments within the pharmaceuticals sector Vendor marketing, sales and business managers developing strategies to target business process service (BPS) opportunities with [...]view this reportdownload abstractTable of contents:
- Introduction
- Objectives
- Methodology
- Structure of the Report
- Executive Summary
- Increasing Revenues from Emerging Country Markets Remains Leading Emphasis for Pharmaceutical Companies
- Pharmaceutical Companies Increasingly Turning to BPS/BPO
- BPO Purchasing Intentions Highest for Document Management, Finance & Accounting, and Clinical Trials Administration
- Forty Per Cent of Pharmaceutical Companies Show High Level of Intent to Outsource or Divest Existing Shared Service Centers
- Market Forecast
- Key Business Issues & Initiatives
- Key Business Issues
- Levels of Cost Reduction Sought
- Customer Experience Improvement Initiatives
- Emerging Market Initiatives
- Shared Service Centers
- Current Shared Service Center Implementation
- Satisfaction with Shared Service Centers
- Shared Service Center Initiatives
- Sourcing Strategy & Use of BPO
- Shifts in Sourcing Strategy
- Delivery Mix Suitability & Initiatives
- BPO Purchasing Intentions
- Satisfaction with BPO Services
- Key BPO Service Provider Initiatives Sought
- BPO Expenditure and Purchasing Intentions
- Changes in Business Metrics Sought
NelsonHall's Self-Service Forecast Tool
This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.
access forecast toolMarket forecasts:
Global BPS Market Forecast: 2018 - 2022
Jun 01, 2018 | Market Forecast by John Willmott
NelsonHall's "BPS Market Forecast: 2018-2022" consists of 304 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 81 BPS service [...]view this reportdownload abstractGlobal BPS Market Forecast: 2017 - 2021
May 12, 2017 | Market Forecast by John Willmott
NelsonHall's "BPS Market Forecast: 2017-2021" consists of 305 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 81 BPS service lines, 39 geo [...]view this reportdownload abstractGlobal BPS Market Forecast: 2016 - 2020 Version 1.1
Jun 02, 2016 | Market Forecast by John Willmott
NelsonHall's "BPS Market Forecast: 2016-2020" consists of 307 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 81 BPS service lines, 39 [...]view this reportdownload abstractGlobal BPO Market Forecast: 2015 - 2019
Nov 11, 2015 | Market Forecast by John Willmott
NelsonHall's "BPO Market Forecast: 2015-2019" consists of 256 pages. It is a comprehensive forecast of the BPO sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 80 BPO service lines, 40 geog [...]view this reportdownload abstractGlobal BPO Market Forecast: 2014 - 2018 Version 1.2
Jun 06, 2014 | Market Forecast by John Willmott
NelsonHall's "BPO Market Forecast: 2014-2018" consists of 261 pages. The nature of the BPO market is increasingly being impacted by changes in the ways in which organizations address governance and management of processes, both internal and external, and by the increasing maturity of BPO delivery. Essentially both internal service delivery within o [...]view this reportdownload abstract
featured blog posts on
BPS Market Development:view all blog posts-
Bold Move by Altran, Makes Largest Ever Acquisition in the ER&D Industry with Aricent
Dec 01, 2017, by Dominique RaviartER&D vendor Altran yesterday announced the acquisition of India-centric Silicon Valley-headquartered Aricent. Altran will be paying $2.0bn for Aricent through a capital increase of €0.75bn, the remaining ~€1bn in debt. In the year ending June 30, 2017, Aricent had reve[...]
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IBM Services - Returning to the Limelight at IBM
Nov 24, 2017, by Rachael StormonthThis month, NelsonHall has attended the IBM Services analyst/adviser events in New York and Paris and we noted a distinct evolution in emphasis, with a much closer alignment between IBM's two services divisions. In recent years, IBM’s Global Business Services (GBS) and GTS busines[...]
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TCS’ New Service Line Structure, Business 4.0 Emphasis: Both Very Positive; Collaboration Challenge in Harnessing ignio to Optimum Benefit
Nov 02, 2017, by Rachael StormonthNelsonHall recently attended a TCS analyst event in Boston, the theme of which was Business 4.0: Intelligent, Agile, Automated, and on the Cloud. A few months ago, soon after Rajesh Gopinathan took over as CEO, TCS undertook its first major service line revamp for many years (we provided details[...]
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NIIT Tech’s PACE Framework: Enabling Personalization to Differentiate Travel & Hospitality Companies
Oct 19, 2017, by David McIntireAs part of NelsonHall’s series of reports focusing on the business priorities and digital initiatives of IT services buyers, we found that buyers in the transportation industry have a significant focus on improving the customer experience. Eighty-five percent of transportation co[...]
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Discussion with Carole Murphy of Capgemini: Application of Intelligent Automation to the Finance Function
Sep 11, 2017, by John WillmottCapgemini's Carole Murphy Capgemini has recently redefined its framework for Intelligent Automation, taking an approach based on ‘five senses’. I caught up with Carole Murphy, Capgemini’s Head of BPO Business Transformation Services, to identify how their new a[...]
latest blog posts on
BPS Market Development:view all blog posts-
Bold Move by Altran, Makes Largest Ever Acquisition in the ER&D Industry with Aricent
Dec 01, 2017, by Dominique RaviartER&D vendor Altran yesterday announced the acquisition of India-centric Silicon Valley-headquartered Aricent. Altran will be paying $2.0bn for Aricent through a capital increase of €0.75bn, the remaining ~€1bn in debt. In the year ending June 30, 2017, Aricent had reve[...]
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IBM Services - Returning to the Limelight at IBM
Nov 24, 2017, by Rachael StormonthThis month, NelsonHall has attended the IBM Services analyst/adviser events in New York and Paris and we noted a distinct evolution in emphasis, with a much closer alignment between IBM's two services divisions. In recent years, IBM’s Global Business Services (GBS) and GTS busines[...]
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TCS’ New Service Line Structure, Business 4.0 Emphasis: Both Very Positive; Collaboration Challenge in Harnessing ignio to Optimum Benefit
Nov 02, 2017, by Rachael StormonthNelsonHall recently attended a TCS analyst event in Boston, the theme of which was Business 4.0: Intelligent, Agile, Automated, and on the Cloud. A few months ago, soon after Rajesh Gopinathan took over as CEO, TCS undertook its first major service line revamp for many years (we provided details[...]
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NIIT Tech’s PACE Framework: Enabling Personalization to Differentiate Travel & Hospitality Companies
Oct 19, 2017, by David McIntireAs part of NelsonHall’s series of reports focusing on the business priorities and digital initiatives of IT services buyers, we found that buyers in the transportation industry have a significant focus on improving the customer experience. Eighty-five percent of transportation co[...]
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CSC to DXC Technology – Plus Ca Change…
Oct 16, 2017, by Dominique RaviartDXC Technology recently held an analyst day in the U.K., its first since being ‘born’ on April 1. It is still early days for this young organization and the integration continues (though there was little mention of this at the event). In its recent investor calls, DXC Techn[...]
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Follow @John WillmottLatest tweets from our analysts:
- @John_NH Jun 21, 2018Many thanks to @TCS for excellent hospitality at @NHM_London. Best wishes for next 50 years https://t.co/Mx1q4KzJGN
- @John_NH Jun 01, 2018Global BPS market due to reach ~$600bn by 2022 #NelsonHall Global BPS Market Forecast:2018-2022 https://t.co/IumHruxsn5
- @John_NH May 24, 2018The ability to develop a concentration of new digital process models within a domain will determine the future mark… https://t.co/aYi4t93lxW
- @John_NH May 23, 2018Design thinking for reimagination and UX consultancy will continue to increase in importance #NelsonHall Business P… https://t.co/KZXo4MFWRJ
- @John_NH May 22, 2018Technologies used will move beyond RPA and ML to additionally encompass BPM, SaaS platforms, analytics, DL and new… https://t.co/Vh7o0ycRVY
- @John_NH May 22, 2018The principal benefits sought from new business process models will be enhanced customer/user experience together w… https://t.co/Pvi2acGLis
- @John_NH May 21, 2018New digital process models addressing process reimagination and end-to-end STP are emerging with adoption most adva… https://t.co/EoahePVoYo
- @John_NH May 21, 2018Organizations face the immediate roadblock in their automation journeys of handling classification of documents and… https://t.co/H46ondjGqS
- @John_NH May 18, 201880% of RPA & AI-related business process transformation services are delivered from offshore #NelsonHall Business P… https://t.co/DwZ5Dukq9J
- @John_NH May 18, 2018@DaveMayer_NH - check out my top engaged members :)
latest BPS Market Development tracking service articles
IBM Awarded Contract by European Insurer NOVIS to Host IT Systems on IBM Cloud
Aug 16, 2018 | Contracts by David McIntire
Accenture Awarded Procurement BPS Contract by Northside Hospital
Aug 15, 2018 | Contracts by Rachael Stormonth
EXL Launches Connected Intelligence Partners and Start-Up Accelerator Program
Aug 15, 2018 | New Partnerships by Rachael Stormonth
Prudential Retirement Awarded DC Administration Contract by Rockland County
Aug 15, 2018 | Contracts by Amy Gurchensky
Webhelp Awarded CX Services Contract by Thomas Cook
Aug 15, 2018 | Contracts by Ivan Kotzev
DXC Awarded Five-Year $400m Medicaid BPS Contract by Wisconsin Department of Health Services
Aug 14, 2018 | Contracts by Dominique Raviart
Accenture Ventures Invests in China's Malong Technologies to Expand Computer Vision Capabilities
Aug 13, 2018 | New Partnerships by Rachael Stormonth
Infomedia Awarded Community Service Contract by Indonesian Government in Purwakarta, Indonesia
Aug 13, 2018 | Contracts by Ivan Kotzev
NTT DATA Services Awarded Position on Alliant 2 GWAC
Aug 13, 2018 | Contracts by David McIntire
Perspecta Awarded Five-Year $96m Contract Renewal by U.S. Army
Aug 13, 2018 | Contracts by Dominique Raviart