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IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
IT BPO Industry Overview
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IT BPO Industry Overview

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TM PLUS under by BPAP in the University of Makati associated with TESDA

TM PLUS under by BPAP in the University of Makati associated with TESDA

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  • 1. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 1 of 28 Developed by: BPAP Revision # MODULE CONTENT UNIT OF COMPETENCY: IT-BPO Industry Basics MODULE TITLE: Overview of the IT-BPO industry operations & standards MODULE DESCRIPTOR: This unit describes the Global Outsourcing market and its relation to the Philippine Outsourcing Industry growth. It also discusses the various Industry associations, skill requirements and job roles for the Industry. NOMINAL DURATION: 2 hours LEARNING OUTCOMES: Describe the nature of the IT-BPO Industry ASSESSMENT CRITERIA: Knowledge Self-Check
  • 2. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 2 of 28 Developed by: BPAP Revision # INFORMATION SHEET 1.1.1 Global Outsourcing Trends and Philippine BPO Industry Learning Objectives After reading the information sheet, you must be able to: 1. Describe current Global Outsourcing Trends 2. Describe the impact of global trends on Philippine Outsourcing Industry Global Outsourcing Trends The global offshore services marketing is growing at a healthy pace, despite the lingering impact of the global financial crisis that began in 2009. Demand for IT-BPO and global in-house center (GIC) services is expected to more than double by 2016 to approximately US$270 billion. As the market grows, its composition is also expected to evolve. Within BPO, non-voice services will significantly constitute a much larger portion of the market compared to today. This is because core US market outsourcing services of Voice Customer Care, Technical support and IT applications development and maintenance have stabilized as a valued component of organizations doing outsourcing . As non-voice, complex services assume the role of principal engine of growth for the industry, demand for industry-specific services is expected to increase. As it does, industry-specific services will grow into a larger percentage of the non-voice market by 2016. Prominent industry verticals will include banking, health care, media, engineering, and creative services compared with traditional non-voice services such as finance and accounting and human resource services. Additionally, customer expectations are rapidly evolving to value beyond labor arbitrage. Expectations of business transformation, process and quality improvements are now an important determining factor of customer decision-making. Functional business processes are now expanding from transactional to more analytics oriented services.
  • 3. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 3 of 28 Developed by: BPAP Revision # Philippine Outsourcing forecast The beginnings of IT-BPO and GIC industry first sprang up as a non- voice industry when multinational firms such as Caltex, Shell, and Fluor set up facilities in the Philippines to deliver services to their global operations. In recent years, dramatic growth in voice services has captured the attention of both industry executives and analysts. But throughout the dramatic voice growth of the last decade, non-voice services segments in industry-specific verticals have grown steadily in the banking, shipping, civil engineering, software, media, and legal industries. Executives in one multinational bank with more than 10,000 employees in the Philippines serving global operations have said that 90 percent of their work is non-voice. As a percentage of total IT-BPO and GIC industry revenues, complex non-voice BPO services expanded from 15 percent to 20 percent (estimated) in 2010. IT-related services remained constant, but BPAP- O2P surveys show the number of services providers consistently growing throughout 2011. As the pace of differentiation accelerates, the industry is also becoming less reliant on the US market—although it remains by far the most important—and is beginning to capitalize on new business opportunities arising in the UK, EU, and Asia Pacific. If the global forecast for the industry holds, accompanied by a nurturing investment environment in the Philippines and improved educational support from the Philippine government as well as the private sector, the Philippine IT-BPO and GIC industry can expand to $25 billion in annual revenues. If that goal is attained, the industry will employ more than 1.3 million direct employees, and contribute almost 10 percent of GDP, becoming the second-largest source of foreign exchange for the country. As the growth of non-voice, complex services outpaces growth in voice services, the Philippines will build a more visible presence in emerging segments. The Next Wave Cities TM To reach this size, the industry would need to build and sustain a workforce of 1.3 million. In the first wave of growth of the Philippine IT-BPO industry, from the late 1990s to 2010, three major hubs
  • 4. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 4 of 28 Developed by: BPAP Revision # emerged: Metro Manila, Metro Cebu, and Metro Clark. It is clear, however, that the next wave of growth must necessarily involve alternative locations. The best of such locations, or what the BPAP calls Next Wave Cities TM (NWC), for 2010–2011 are, by rank: Davao City, Santa Rosa City (Laguna), Bacolod City, Iloilo City, Metro Cavite (Bacoor, Dasmariñas City, Imus), Lipa City, Cagayan de Oro City, Malolos City, Baguio City, and Dumaguete City. Talent Development a Public-Private Partnership To sustain this perspective, BPAP works closely with the Philippine government under its Industry Public-Private Partnership initiative and private educational institutions to design and administer curricula that are aligned with the requirements of the IT-BPO and GIC industry. The Philippine government under the Technical Skills Development Authority(TESDA) also provides substantial funding for “near- hire” training for prospective employees who require remedial training to qualify for employment in a wide range of voice and non- voice job roles.
  • 5. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 5 of 28 Developed by: BPAP Revision # SELF CHECK TRUE OR FALSE: Identify if the statement is true or false. Write (T) if the statement is true and (F) if the statement is false. Write your answer in a separate sheet. _____ 1. Demand for IT-BPO and global in-house center (GIC) services is expected to more than triple by 2016 to approximately US$270 billion. _____ 2. New industry verticals will include banking, health care, media, engineering, and creative services. _____ 3. The beginnings of IT-BPO and GIC industry first sprang up as a non-voice industry when multinational firms set up in the Philippines to deliver services to their global operations. _____ 4. The industry is still reliant on the US market although it is beginning to capitalize on new business opportunities arising in the UK, EU, and Asia Pacific _____ 5. In the first wave of growth of the Philippine IT-BPO industry, from the late 1990s to 2010, three major hubs emerged: Metro Manila, Metro Cebu, and Metro Clark. _____ 6. The Next Wave Cities TM (NWC) top 5 for 2010–2011 are, by rank: Santa Rosa City (Laguna), Iloilo City, Davao City, Bacolod City and Metro Cavite (Bacoor, Dasmariñas City, Imus). _____ 7. The industry goal is to employ more than 1.3 million direct employees by 2016. _____ 8. BPAP works closely with the Philippine government under its Industry Public-Private Partnership initiative and private educational institutions to design and administer curricula that are aligned with the requirements of the IT-BPO and GIC industry. _____ 9. The Philippine government under the Commission on Higher Education (CHED) provides substantial funding for “near- hire” training for prospective employees who require remedial training to qualify for employment.
  • 6. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 6 of 28 Developed by: BPAP Revision # _____ 10. Expectations of business transformation, process and quality improvements are now an important determining factor of customer decision-making.
  • 7. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 7 of 28 Developed by: BPAP Revision # Answer Key 1. F 2. T 3. T 4. F 5. T 6. F 7. T 8. T 9. F 10. T
  • 8. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 8 of 28 Developed by: BPAP Revision # INFORMATION SHEET 1.1.2 & 1.1.3 Learning Objectives After reading the information sheet, you must be able to: 1. Describe the mission of BPAP 2. Enumerate the 5 different associations which comprise BPAP 3. Describe general jobs covered under each association and the primary skills required for various job roles per association BUSINESS PROCESSING ASSOCIATION OF THE PHILIPPINES The Business Processing Association of the Philippines (BPAP) is the umbrella association for the IT-BPO and Global In-House Center (GIC) industry in the Philippines. Founded in 2004, BPAP’s mission is to promote the competitive advantages and growth potential of the Philippines in existing and new areas of outsourcing. A CEO serves as the IT-BPO and GIC industry’s ambassador locally and abroad, and sets the vision for the association under the supervision of a board of directors composed of representatives of the industry, support industry, and member associations. Executive directors for Information and Research, Talent Development, Industry Affairs, and External affairs focus work to support investment and expansion. It also provides member support in areas of offshore marketing, education and training, security and privacy, legislation and public policy. BPAP serves as the one-stop information and advocacy gateway for the approximately 300 industry and support members, including five associations. Its vision to make the Philippines the number one destination for voice and non-voice services worldwide is further enhanced by the close collaboration with the Philippine government, Local and foreign chambers of commerce, and allied industries such
  • 9. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 9 of 28 Developed by: BPAP Revision # as property development, telecommunications and services sector. BPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless transition and build. On-going support is provided through a wide variety of initiatives, including programs for HR development, business development, knowledge sharing and networking opportunities. In 2007, the association developed a strategic plan for the industry Called “Road Map 2010.” This Road Map provided the mission and development goals for the industry, forecasting $9 billion in revenues and 525,000 in employee base by end 2010. A new road map, the IT- BPO Road Map 2011-2016, forecasts revenues of up to $25 billion and an employee base of 1.3 million by 2016 if the Philippines continue to successfully address HR supply, regulatory environment, and country brand visibility. ANIMATION COUNCIL OF THE PHILIPPINES The Animation Council of the Philippines (ACPI) is a non-stock and non-profit organization whose member companies specialize mainly in, but not limited to, either 2D, Flash or 3D animation. It is an organization recognized and supported by the Philippine government whose aim is to promote the animation industry globally with the intention of creating an identity for the Philippines to be considered amongst the preferred countries that service the animation industry. ACPI’s vision is to make the Philippines as the prime provider of content creation services and the preferred outsourcing destination of animation in Asia and the mission is to be the Philippines’ lead organization for promoting and facilitating animation industry
  • 10. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 10 of 28 Developed by: BPAP Revision # development for outsourcing, education and content creation to serve the global market. Animation Industry Profile The Philippines has been providing animation services to the world for over 30 years. Some of the world’s best-loved cartoons and animated films that we have participated in include Scooby Doo, Tom & Jerry, Addams Family, The Mask, The Jetsons, Dragon Ball Z, Captain Planet, Lilo & Stitch, One Piece, Slam dunk, Digimon, Tarzan, X-MEN, Little mermaid, Hoodwinked—all under entertainment giants such as Walt Disney, Warner Brothers, Cartoon Network, HBO, Marvel Comics, Hanna Barbera and producers of Japanese anime. The creative talent and instinct of Filipino animators make the Philippines the preferred outsourcing partner of these globally recognized international production outfits. At present, there are about fifty small and medium animation studios in the country providing jobs to about 10,000 local animators directly and indirectly involved in the animation sector. Industry players are service providers, local sub-contractors and non-commercial producers. In 2006, the industry earned about 70 million dollars in revenues, almost double the total revenues from animation exports in 2001. Philippine animation has a solid growth phase of 20-25% yearly. Filipino animators are also able to render graphics in different platforms for the gaming industry (Nintendo, Sega, Game Gear, Game Boy and Sony Playstation). ACPI has partnered with educational institutions like the Technical Education and Skills Development Authority (TESDA) in developing training regulations and assessment tools for schools and other organizations that want to offer animation courses. The industry hopes to graduate more industry-ready artists and animators by 2010 to handle the global business demand. Skills required Key competencies in this field include: 1. Attention to detail for consistent high quality of work
  • 11. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 11 of 28 Developed by: BPAP Revision # 2. Mastery of drawing techniques and rendering for speed in delivering output 3. High English proficiency that gives the Filipino the ability to comprehend concepts and story lines better than their Asian counterparts. Services Philippine animation services include full 2D and 3D animation from pre- to post-production services. Job roles are in the following categories of service: 1. Instructors/ industry experts to conduct special workshops in visual art and animation 2. Graphic and art design for a)Web & mobile application, b)3D gaming both for consoles and PC platforms, c)interactive games and d)e-Learning modules that require animation and animation training. 3. Pre-production services: storyboard, character and background design, sound-cut, sound-reading, ex-sheet slugging, voice-over, dubbing, and concept art 4. Production services: 2D, 3D, Flash, e-learning, web and game animation services, line testing, flash library, layout, clean-up and in-betweens, digital ink and paint applications, digital backgrounds, scanning and digital ex-sheets, modeling, rendering, texture and lighting, architectural visualization, vehicles, 3D environment, commercials, AVPs, educational CDs 5. Post-production services: (original) musical scoring and sound effects, sound design, recording, compositing and editing, output to CD, DVD, HD, PAL, BETA SP, special effects, and visual effects, subtitling
  • 12. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 12 of 28 Developed by: BPAP Revision # CONTACT CENTER ASSOCIATION OF THE PHILIPPINES The Contact Center Association of the Philippines (CCAP) is the official organization of contact centers in the Philippines. Its mission is to promote the Philippines as the country-of-choice for contact center services, develop professional standards and practices, organize learning and networking events, and work with various stakeholders to further the industry’s contribution to the national economy and strengthen its market position worldwide. Established in October 2001 by seven founding member companies, CCAP now counts 53 outsource and in-house contact centers as members, representing more than 80% of call center seats in the Philippines. CCAP has been successful in promoting the Philippines as the country-of-choice for contact center services, having participated in numerous international call center and business process outsourcing conferences and trade shows. Contact Center Industry Profile Starting out as a small, service-oriented outsourcing industry, the contact center sector in the Philippines has played up its strengths in the past 10 years by being a superior value destination for US companies. This is because Filipinos have a better cultural affinity to Americans and accents are more neutral. It is interesting to note that Indian call centers are already migrating some of their operations to the country A separate report by IBM's Global Locations Trend said the Philippines have also overtaken India as the world's number one country for shared services and business process outsourcing (BPO). The country assumed the top spot in terms of call center employees and revenues because of the quality of English-speaking employees in the Philippines. To quote Benedict Hernandez, president of CCAP, "We won this war not because we're lower cost than India. To some extent, we are a little bit higher priced to operate a call center compared to India. We won this battle by virtue of Filipino quality. We grew faster than India because it's the Filipino talent, which is world class caliber.” In 2010, the Philippines' call center revenues reached $5.7 billion
  • 13. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 13 of 28 Developed by: BPAP Revision # which is $200 million higher compared to India's $5.5 billion. During this period the industry, had 350,000 employed Filipino working in call centers in the Philippines compared to only 330,000 in India. Together with the BPO industry, the contact center sector is expected to grow to 1.3 million jobs with $25 billion in revenue in the next couple of years. Various leaders have contributed to the rapid growth of the business process outsourcing industry. President Fidel Ramos helped pave the way by deregulating the telecoms industry and fixing the country's power supply problems. Former President Gloria Macapagal Arroyo and then Trade Secretary Mar Roxas continued the trend through tax exemptions. The Aquino administration will continue the trend by giving more training to young Filipinos and promoting the Philippines as a BPO destination. Today, Local BPO firms have pursued call center services as part of a strategy. There is also focus is to grow services in other English- speaking destination like the UK, Australia and New Zealand. Call centers are considered as their entry point for a slice of the non-voice outsourced and/or offshored businesses of clients. With its mission of "Serving the World" CCAP believes that the contact center sector in the Philippines will continue to be the premier services provider for the growing global economy; working actively with various stakeholders, such as the government, academe, and vendors to further the industry’s contribution to the national economy and strengthen its market position worldwide. Skills required Key competencies in this field include: 1. Attention to detail for consistent high quality of work 2. Computer navigation skills and multi-tasking for speed in delivering output 3. High English verbal communication skills that gives the Filipino the ability to explain and converse with end customers
  • 14. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 14 of 28 Developed by: BPAP Revision # 4. Strong Problem-solving skills for efficient customer and technical support service CCAP has also been at the forefront in developing professional standards and practices through regular membership meetings. Services Contact Centers service a wide range of industries from financial services, technical/help desk, sales, collections, retail and product support. All of these service lines provide Job roles in the following categories: 1. Operations management across all levels 2. Human Resource management, including Training and Development 3. Marketing and Communications 4. Information Technology infrastructure management and technical support 5. Facilities and General Services management
  • 15. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 15 of 28 Developed by: BPAP Revision # GAME DEVELOPERS ASSOCIATION OF THE PHILIPPINES The Game Developers Association of the Philippines (GDAP) is the leading trade association in the Philippines to represent and promote the country’s game development industry. Established in 2007, its 40 member base creates and publish interactive games and entertainment content for various platforms. It is committed towards elevating and advocating the game development industry in the Philippines and envisions a world class Filipino game development industry that is vibrant, dynamic, and prosperous. GDAP is also a member of the International Game Developers Association (IGDA). It is the largest non-profit membership organization serving the video games industry. IGDA is committed to advancing the careers and enhancing the lives of game developers by connecting members with their peers, promoting professional development and acting as an advocate on issues that affect the community.
 GDAP promotes the growth and economic interests of the Philippine game development sector by providing a platform for collaboration and discussion among key players including executives, publishers, developers, and students. The organization hosts annual conferences and workshops, partners with representatives from other countries to promote trade relations, and pushes for government initiatives that support the growth of the local industry. It also offers a wide range of services to its members including research and development, government relations, training, promotions, and others. GDAP is supported by various affiliate member organizations including schools and universities, game talent agencies, publishers, as well as retailers, all of whom play key roles in the country’s thriving game industry. Game Development Industry Profile The initial start of the gaming industry came as early as 1992 with Micronet Software Manila (1992), a subsidiary of Japan-based Micronet, followed by Japan Media Programming-Cebu (JAMP-Cebu, 1997). Both companies produced game content for Japanese publishers. Homegrown companies started appearing in 2000. By the fourth quarter of 2010, there were at least 60 companies involved in the game development process. Globally, Game Development has
  • 16. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 16 of 28 Developed by: BPAP Revision # become the fastest-growing component of the international entertainment media sector. From its beginnings up to 2008, most of game software developed in the Philippines was for the mobile and PDA (portables) platforms. In 2009 the industry saw the emergence of online/browser-based and console games (particularly for the Nintendo Wii and DS) and a boom in games developed for the iPhone. The succeeding year saw an increase in advergame production and the moving forward trend will see an increase in browser-based and online, social networking-driven games. This is a trend which will continue with the advent of more interactive smartphones and social networking as the new norm for communication and interacti The Philippine Game Development Industry reached almost US$ 9.0 Million in revenue in 2010 and reached more than US$ 14 Million by the end of 2011. This is an annual growth rate of more than 50%. More than 90% of the estimated revenues were for foreign markets. Of this figure, an increasing share are game development projects conducted by in-house subsidiaries (ex., Digital Octane and Gameloft Philippines) There is also an increasing share of revenues from the domestic market The industry employed an estimated 2,500 by the end of 2010, consisting mostly of game programmers and artists. Estimated end employment of 2011 reached more than 3,500 mainly from the expansion of large players (ex., Gameloft, CheQ Systems) and the entry of more local startups. GDAP aims for 10,000 workers by 2015. Skills required Key competencies in this field are: 1. Strong Math and Physics fundamentals 2. Key interest in culture, art and human behavior 3. Programming skills in  C/C++  Adobe Flash  3D skills including for 3D Studio Max  PHP  Java  Adobe Photoshop
  • 17. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 17 of 28 Developed by: BPAP Revision #  Console and Smartphone programming (SDKs) Services Game Development outsources end-to-end game development. Job roles are in the following categories of service:  Game design to Game creation  Art (2D/3D) & Art Support  Programming & Programming Support  In Game Animation  Game Testing/ Quality Control  Game Community Support/Technical Support  PH IP Games (Development & Publishing)  Other game support services such as voice recording talent, concept design, animation, and game level design.
  • 18. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 18 of 28 Developed by: BPAP Revision # HEALTHCARE INFORMATION MANAGEMENT OUTSOURCING ASSOCIATION OF THE PHILIPPINES The Healthcare Information Management Outsourcing Association of the Philippines (HIMOAP) formerly known as the Medical Transcription Industry Association of the Philippines, Inc. (MTIAPI) is a non-stock, non-profit industry organization recognized by the Philippine government and BPO industry. The association was first registered as MTIAPI with the Philippine Securities and Exchange Commission in October 16, 2003 and renamed as HIMOAP last August 2010. Its mission is to promote medical transcription and healthcare information management documentation outsourcing services and to address the needs of the growing Philippine healthcare industry in terms of skills and services development. HIMOAP currently has in its membership firms consisting of healthcare documentation service and technology providers, training institutions and vendors. It prides itself in bringing together the Philippines’ most distinguished and active players in the healthcare outsourcing industry towards a common endeavor. The association serves the needs of the HIM service organizations, HIM Education and training centers and vendors as it promotes the Philippines as the destination of choice for quality Healthcare Information Management outsourcing services. Healthcare Information Industry Profile There are three main segments of healthcare outsourcing namely: a)payer, b)provider, and pharmaceutical. The payer (healthcare insurance companies), provider (hospitals) and the pharmaceutical companies are looking at outsourcing as a viable option to be competitive in the business. The global healthcare BPO market is growing at a healthy CAGR of 21.4%. Pharmaceutical outsourcing accounts for the largest share of 64.3%, but will grow at a CAGR of 14.6% from 2011 to 2016 since the market is saturated. Healthcare provider outsourcing has the highest growth rate of 31.9% from 2011 to 2016. Healthcare payer outsourcing market will also grow at about 30% in the forecast period.
  • 19. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 19 of 28 Developed by: BPAP Revision # U.S. is the largest source of outsourcing, followed by Europe. The most preferred destination is India in payer and provider outsourcing, whereas on shoring is the most preferred option for pharmaceutical outsourcing. The Philippines is an upcoming destination making its mark in payer and provider outsourcing. India has advantages when compared to the other outsourcing destinations such as has availability of high number of healthcare professionals, affordable cost of living, large patient pool, and decreased time and cost of recruitment. The prospects for the HIM industry in the Philippines remain bright and industry experts are optimistic about its growth. Back then, medical transcription services were the only type of activity seen in the healthcare outsourcing arena, but it was progressively changing as the requirements of the market are evolving. Soon enough, clinical coding, disease management, revenue cycle management, and pharmaceutical benefits management were being outsourced by foreign clients. In 2011, HIMOAP saw a 172% growth in the healthcare outsourcing industry. From US$102 million in 2010, the industry’s total revenue increased to US$277 million last year. The full-time workforce also increased from 14,000 in 2010 to 25,000 in 2011. The association believes that based on these current trends, they are on track with its target to employ 43,000 full-time employees by the end of this year 2012 and 100,000 by 2016. Already, the Department of Labor and Employment has categorized the healthcare information management (HIM) sector as one of the fastest-growing sectors in the IT-BPO industry. With its competitive salaries and benefits, healthcare BPO is a viable option for the 400,000 unemployed nurses as of February this year, DOLE said. This sector provides opportunity especially for allied health care professionals in terms of long-term career. HIM opportunities are also available to those who have no background in the medical field. This is because, HIM outsourcing generally involves organization, maintenance, documentation and analytics of health information in order to facilitate real-time healthcare delivery and critical health- related decision making for multiple purposes across diverse organizations, settings and disciplines. Skills required HIM professionals must be equipped with a fusion of healthcare and
  • 20. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 20 of 28 Developed by: BPAP Revision # IT skills. Key competencies in this field are: 1. Allied Medical or Science degree preferred 2. Attention to detail for consistent high quality of work 3. Computer navigation skills and multi-tasking for speed in delivering output 4. High English verbal communication skills that gives the Filipino the ability to explain and converse with end customers 5. Strong Problem-solving skills for efficient customer and healthcare support service Services Healthcare outsourcing services in the Philippines today cover only Payer/Provider Job roles in the following processes: 1. Payer a) Claims processing b) HR services c) Member services/customer Care d) Finance and accounts 2. Provider a) Medical billing b) Medical coding c) Medical transcription d) Finance and accounts PHILIPPINE SOFTWARE INDUSTRY ASSOCIATION The Philippine Software Industry Association promotes the growth and global competitiveness of the Philippine software industry. In 2011,
  • 21. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 21 of 28 Developed by: BPAP Revision # the industry registered $993 million in revenues and employed 50,000 full-time workers. By 2013, PSIA aims to achieve revenue of $1.5 billion and increase employment to about 80,000 employees The software industry is among top contributors to the IT-BPO growth in the Philippines, according to the Business Processing Association of the Philippines. PSIA is composed of nearly 150 companies engaged in software development and IT outsourcing. As the recognized organization of software companies in the Philippines, PSIA serves as the main liaison between foreign investors and the local community. Software Development Industry Profile In pursuing economic development through technology adoption, there is increasing demand and spend in technology. It is projected that global spending and investments in technology will grow by 1oh annually, amounting to US$653 1 billion by 2014, highlighting opportunities growing in the near-term. As businesses and lifestyles become more technology-oriented, the challenge for the Philippines lies in positioning itself and capturing a share in the global lT market. The PSIA continues a branding campaign to market the Philippines as a choice destination for IT & Outsourcing. Strong partnerships with the Department of Trade and Industry (DTI), the Business Processing Association of the Philippines (BPA/P), and the Commission on Information and Communications Technology (CICT) bring us to several annual international events which are the major lead- generating activities for member companies. PSIA also offers its members an Enablement Seminar Series, which seek to build up firm-level capability by offering distinguished resource speakers in areas of top interest to members such as Technopreneurship, Global Market Positioning, and Project Management. The PSIA Capability Development Committee aims to continually provide a link between the industry and the academe such that we have more IT professionals working in the future to further the growth of the software industry. To do this, the committee has several initiatives like:
  • 22. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 22 of 28 Developed by: BPAP Revision #  Expanded Learning on IT Services (ELITES) for Teachers  Teachers Industry Immersion  Visits to high schools and colleges for IT career “evangelism”  Collaboration with the Technical Education and Skills Development Authority (TESDA), the Commission on Higher Education (CHED) and other government agencies in crafting relevant IT courses and curricula  Skills Certification Programs  Developers Connect (DEVCON), a local marketing event which gathers software developers and IT students alike. Since the start of the Training-For-Work program of the Technical Education and Skills Development Authority (TESDA), PSIA has received thousands of scholarship vouchers worth roughly P95 million to assist member companies in the technical near-hire training of their human resources in any one of the following tracks: Java, COBOL, RPG, .Net, and Oracle. Since 2007, PSIA, through its accredited training institutions, has produced more than 3,000 IT graduates under the training program, with at least 80% employment rate. Skills required Software Development professionals must be equipped with specific programming language skills and an Industry domain.
  • 23. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 23 of 28 Developed by: BPAP Revision # Other skill requirements are a) Attention to detail, b)systems thinking and c) problem solving skills. Services Software outsourcing in the Philippines are categorized into the following services: 1. Custom Application Development Application Development represents a discrete project or set of projects focused on the design (sometimes by itself, sometimes as part of a broader project), redesign, development, deployment and in general implementation of a custom (.net, java, open source, etc.) or packaged software business solution (SAP, Oracle, salesforce.com, etc) on behalf of a client. 2. Application Maintenance Application Maintenance is the activity consisting of the cohesive collection of all tasks that are primarily performed to
  • 24. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 24 of 28 Developed by: BPAP Revision # incorporate minor fixes and enhancements into an application after deployment for use by the user organization (i.e. between development projects to produce major or new versions). 3. ISV Firm develops own IP, software and responsible for sales, deployment and support of the developed software 4. Product Engineering/ Software Product Development Service A service and/or activity which develops or build the underlying architecture of an organization's software or application (product) platform lt provides an architecture that is based on commonality as well as planned variabilities. The various product variants can be derived from the basic product family, which creates the opportunity to reuse (or reengineer) and differentiate on products in the family 5. Systems lntegration (Sl) Sl services include the planning, design, implementation, and pro.;etc. management of a solution that addresses a client's specific technical or business needs. Sl involves systems and custom application development, as well as implementation and integration of enterprise packaged software into the client's infrastructure 6. Embedded System / Software Development Embedded Systems Development are activities which develop software applications and/or instructions intended for embedded systems such as those instructions that permanently and exclusively reside in a ROM or flash memory chip Contrast with regular software applications, which are stored on disk and must be loaded into RAM for execution. 7. Software Testing Software testing is any activity aimed at evaluating an attribute or capability of a program or system and determining that it meets its required results. The purpose of testing can be quality
  • 25. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 25 of 28 Developed by: BPAP Revision # assurance, debugging activities, verification and validation, or reliability estimation. Software Testing is part of the software development process aimed at evaluating any part of a software system (system, subsystem, unit, etc.) features (functionality, performance, etc.) against the given set of system requirements, including specific and technical requirements which would be identified in an SLA 8. Package Implementation Package or Software lmplementation is an activity and/or service which first determines the client-suitability of an application or software package based on client, lS environment and other specific requirements this activity may then also include the selection of the software package and implementation and/or deployment services, across the client's infrastructure. 9. System Infrastructure Support Service System Infrastructure Support Services involves the provisions of a wide-scale (encompassing) infrastructure solution to the client which includes management of infrastructure like lT service desk, datacenter management and other infrastructure operations services. This service may include outsourced solutions such as remotely managing information technology (lT) infrastructure such as workstations (desktops, laptops, notebooks, etc.), servers, network and storage devices, lT security devices, and related computer platforms within a company. The major sub-services included in IMS are Service/Help desk, Proactive monitoring of server and network devices, Workstation Management, Server Management, Storage Management, Application Support, lT security Management, etc 10. Software Support Services Software Support Service includes activities which provides typical software maintenance activities for software applications, including troubleshooting, release and deployment of patches or updates and/or maintenance functions that would be typically included in an SLA between a client and/or developer or vendor. Software Support Services can be delivered onsite or offsite.
  • 26. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 26 of 28 Developed by: BPAP Revision # 11. IT Consulting Services IT consulting services include advisory services focusing on information technology. Examples of lT consulting include evaluating an lS organization's help desk operation or determining the best technology to meet a company's hosting, CRM or Effie processes and requirements. IT consulting can also include product-specific consulting. 12. Software as a Service SaaS is a platform in which a software and/or application is hosted by the SaaS vendor and which the end user customer accesses over the Internet. Unlike traditional packaged applications that users install on their computers or servers, the SaaS vendor owns the software and runs it on computers in its data center. The customer does not own the software but effectively rents it on a per usage, per user or periodical basis (ex. weekly, monthly, etc ). SaaS is also known as 'on-demand' software. 13. Hosting Services Hosting Services are the group of business (service) activities which include the housing, serving, and maintaining a client website and/or data files. Hosting services typically include equipment room leasing, cabinet and subrack leasing, standalone host leasing, web hosting, virtual host, virtual private server (VpS), and enterprise mailbox, and provides a large-scale, high-quality and reliable network service platform for enterprise users and application and content providers through high-speed Internet connectivity and abundant network resources.
  • 27. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 27 of 28 Developed by: BPAP Revision # SELF CHECK ENUMERATION & MULTIPLE CHOICE: Write your answer in a separate sheet. 1. What are the 5 major Industry Associations that are part of BPAP? 2. Which Industry has the most complex skill requirements for entry level jobs? 3. The oldest association that has the most mature businesses is: a) ACPI b) CCAP c) GDAP d) PSIA e) HIMOAP 4. The common skills across industry jobs are: a) English Proficiency b) Attention to detail c) Computer navigation d) A&B e) B&C f) all of the above 5. The Game Development Industry requires mastery of 2 foundational college subjects. What are these? 6. The government agencies that have training support programs for the associations are? 7. What are the job options for Allied medical professions?
  • 28. TM Plus Overview of the IT-BPO Industry Operations and Standards Date Developed: September 2012 Document No: Issued by: Page 28 of 28 Developed by: BPAP Revision # Answer Key 1. ACPI, CCAP, GDAP, HIMOAP, PSIA 2. Game Development because it requires a combination of skills of drawing, math & physics, English and software programming 3. PSIA 4. E 5. Math and Physics 6. TESDA & CHED 7. Job roles under HIMOAP

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