Kenya's BPO Sector Study

General Objective

To undertake comprehensive research in the business process outsourcing (BPO) sub-sector in pioneer, emerging and mature markets to provide evidence and a deeper understanding of the imperatives for success in this industry to better inform Kenya's policy decisions and investment choices.

Specific Objectives

1. To provide empirical evidence and recommendations to inform the development of BPO legislation, policy and strategy documents by Kenya's Ministry of Information and Communication, Kenya ICT Board and Kenya BPO and Contact Centre Society among others.
2. To identify the critical success factors that underlie BPO industries in developing countries (in pioneer, emerging and mature markets) in terms of: policy and institutional environment; legal and regulatory considerations; incentives; infrastructural & bandwidth requirements; effects of bandwidth subsidy; human capacity needs & capacity building requirements; criteria for choice of BPO destination; trends in BPO demand; and types of BPO operations.
3. To examine and provide comprehensive case studies of eight countries representing pioneer, emerging and mature BPO markets.
4. To provide a deeper understanding of youth employment and gender issues within the BPO sector in pioneer, emerging and mature markets.
5. To increase the level of awareness and input among key stakeholders through
6. interactive dialogue on key BPO issues within the Kenyan context.