Sectoral Opportunities 9the Bio-economy 10agri-Food 10bio-energy 12tourism 13internationally Traded Services (excluding ICT) 15ict Services & Software 16lifesciences 185.
and will continue to be, a key enabler for the remote delivery of services. Increased convergence of technologies has seen companies from formerly discrete sectors enter into partnerships to provide end solutions to customers.
(and energy related) issues presents opportunities for companies to innovate with alternative sources of energy, new solutions and services.
Shift Toward Services: Services contribute a higher proportion to GDP in developed economies driven by consumer demand, increased disposable incomes and a demand for‘personalised'solutions.
Within the business to business (B2b) sector, companies are responding to the disaggregated supply chain model, and providing services which had been managed formerly‘in-house,
'including e g. laboratory and testing services, R&d, logistics, supply chain management, and customer technical support. Manufacturing firms are‘bundling'services with their products to provide a more tailored and higher value solution to their customers.
Competitively priced, high-speed resilient broadband networks and services are now a basic requirement to underpin future economic development.
The Importance of Dynamic Urban areas: Ireland's economic structure is shifting towards a higher proportion of services exports, balanced with a core of high-value added 3 Forfás (2008) Sharing our Future, IBM (2008) Drivers
of Change, Enterprise Strategy Group (2004) Ahead of the Curve FORFÁS REGIONAL COMPETITIVENESS AGENDA: REALISING POTENTIAL:
SOUTHEAST 4 manufacturing activities although this is more immediately apparent in the city of Dublin and to a lesser extent in the urban centres of Cork, Limerick, Galway and Waterford.
International evidence shows that high-value added services are attracted primarily to urban areas, and that today, internationally, cities are competing with cities for enterprise investment.
Marine based tourism) ICT Services Internationally Traded Services (excl. ICT) Lifesciences While the listing above suggests discrete sectors with potential,
and develop new and more valuable products and services. Examples include: ICT and Healthcare (remote diagnostics, bioinformatics;
Food production and processing Value-added food processing Agri-environmental Products and Services Energy and Bio-processing We consider the potential for the Southeast specifically as it relates to Agri-Food and Bio-Energy.
and market developments create novel and nontraditional uses for natural resources (including agri-environmental products and services,
The sector contributes the highest proportion of IEE (Irish Economic Expenditure) in terms of salaries and third party services and materials-higher than any other agency supported sector13.
Existing frameworks which have been developed (e g. the Bioenergy Implementation Plan steering group) can be advanced to deliver practical initiatives in the utilisation of environmental goods and services in the region.
Improve transport services to and within the region through actions to address issues relating to road, rail, sea and air services.
Realising Potential Some challenges need to be addressed to enhance the contribution of tourism to the region's economy:
Internationally Traded Services (excluding ICT) 16 Today, a wide variety of services are traded internationally, including such activities as finance, insurance, computer-related activities, R&d, advertising, marketing, accounting and consultancy.
In addition, there is an increasing level of services activity taking place within manufacturing firms the so-called‘servicisation'of manufacturing.
Moreover, globalisation, along with the enabling technologies that underpin it, has seen the emergence of new and more complex business models.
This has generated a raft of new mobile investment activity in global business services (& global business services centres) to manage more complex global corporate structures and activities,
such as shared services, customer support & customer management, business process outsourcing, supply-chain/procurement, IT operations, human resources and finance/transaction processing.
In Ireland, services that are traded internationally currently account for 43%of Irish exports. This is expected to rise to 50%by the end of the present decade17.
Key Assets Regional Competitiveness Agenda Volume I for the Southeast highlighted the fact that the region has a lower than average proportion of employment overall in services activities.
Moreover, services growth (excluding the public sector) contributed significantly less in terms of employment creation in the Southeast (38%)than it did nationally (50%)over the past 10 years.
employment in internationally traded services has been far more rapid. Employment levels in agency supported firms (typically internationally trading) almost quadrupled over the 1998 2008 period from a very low base of c. 900 to over 4
and customer/technical support services. The region has built a sizeable portfolio of international financial services (IFS) companies
Many 16 ICT Software & Services are considered separately below 17 Forfás (2008) Catching the Wave A Services Strategy for Ireland FORFÁS REGIONAL COMPETITIVENESS AGENDA:
This view equally holds true for the broader international services sector. Future business investment within the region in international and financial services will require advanced, high quality and competitively priced broadband infrastructure and access to data centre capacity.
ICT Services & Software A new environment has emerged for software companies globally in what has been called‘The New Software Economy'19.
a distributed business model where different value adding activities are carried out where they can be done most efficiently and cost-effectively The application of software technologies (such as Services Oriented Architecture SOA, Open source,
while maintaining high quality IT services. ICT Impacts All Sectors: ICT today is more than an enabling technology.
it changes the way services are delivered e g. remote learning or healthcare and diagnostics, simulation (training), virtual reality (architecture and design;
Autonomic Management of End-to-end Communications Services. The TSSG's main area of research is communications software services
and it has developed strong expertise in the areas of distributed systems and service oriented architecture. With 160 active staff and students, the TSSG is a significant pool of specialist expertise within the Southeast
Akruu on-line billing and accounting services; Hasf6 interactive radio; IMS-Stream Voip solutions. Realising Potential The Institutes of Technology in the region have adopted a focused approach in the area of software development
The TSSG's deepening expertise in the area of future internet infrastructure and services and its strong commercial focus provides the region with a strong platform for future indigenous and FDI enterprise potential.
and services activities serving the life sciences sector e g. Dataworks (Waterford based Irish software company providing manufacturing control systems
and Eirgen (Waterford based Irish pharmaceuticals company specialising in formulation development and clinical trials supply services.
that enable companies to access core support services such as reception, secretariat, accounting, HR, facilities management etc.
The region has a range of support structures and services in place for entrepreneurship and business development
Innovation and R&d Innovation is about translating ideas into high-value products and services. There are many sources of innovation,
including end customers, firms with complementary products and/or services, and research institutes. Figure 5 Activities that Stimulate Innovation Source:
Customer Demand & Feedback New Market Formation Competence Building Skills and Education Provision of Consultancy Services Financing & Commercialisation Institutional Supports & Regulation FORFÁS REGIONAL
and services they produce, the processes they employ to create them, and the strategies they employ to market and sell.
Access to next generation infrastructure and services in all the gateways of at least 12mbps uncontended, symmetric service for premises and homes by 2012;
Access to next generation infrastructure and services in all the hubs and county towns of at least 12mbps uncontended, symmetric service for premises and homes by 2015.26 http://www. delni. gov. uk
Rail Rail services in the region are underdeveloped due to a combination of interrelated factors including time-tabling issues
While improvements have been achieved for example enhanced commuter services to Dublin (from Carlow and Wexford especially) and the introduction of an early morning service on the Waterford-Dublin inter-city line,
services overall remain infrequent and journey times too long. FORFÁS REGIONAL COMPETITIVENESS AGENDA: REALISING POTENTIAL:
A reduction in travel time (to two hours) on Dublin-Waterford services27 An increased level of service on the Limerick-Waterford route Development of freight services in the region, serving port facilities
and has concentrated on developing services to the UK and to Europe. The airport also carries out a wide range of other activities including:
Albeit from a low base, the airport has achieved a fourfold increase in passenger numbers between 2003 and 2008.28 Waterford Airport can play an important role in offering alternative and convenient services to business travellers into the UK
Future expansion of services will require implementation of critically important infrastructure developments including a runway extension to accommodate larger jet aircraft (c. 20m government funding is currently on hold.
Journey times will be reduced by as much as 15 minutes on existing services due to operational improvements arising from introduction of new fleet 28 BMW Regional Assembly (2009) Maximising the Economic Impact
Continued investment in water services under the current NDP aims to address remaining capacity shortages.
In the recent Forfás (2008) assessment of water and waste water services from an enterprise perspective, a number of issues were highlighted for the Southeast,
and addressed where possible. 29 Forfás (2008) Assessment of Water and Waste Water Services for Enterprise FORFÁS REGIONAL COMPETITIVENESS AGENDA:
and stimulate innovative practices in business-facing services (Development Agencies, Local authorities). Consider how best to enable companies to access technologies and research from HEIS, for example:
Journey times will be reduced by as much as 15 minutes on existing services due to operational improvements arising from introduction of new fleet FORFÁS REGIONAL COMPETITIVENESS AGENDA:
%Computer Electronic and Optical Products Machinery and 1%Equipment 9%Transport Equipment 1%Other Manufacturing ICT Services 9%3%Business and Other Services
SOUTHEAST 38 Manufacturing, Global Services and Research, Development and Innovation. Key sectors include Life sciences, ICT, Engineering, Financial services, International Services, Digital Media and Consumer Brands.
The IDA is focused also on emerging areas such as Clean Technology, Convergence and Services Innovation-areas that offer exciting new investment opportunities.
The IDA attracts overseas and inward investment by: Focusing on business sectors that are matched closely with the emerging needs of the economy
The IDA is developing a limited number of larger scale strategic sites that are intended to service utility intensive enterprise activity (e g. bio/pharma manufacturing, data intensive services.
Teva Pharma 165 Waters Technologies Medical Technologies 125 Equifax ICT Services 180 Citi Financial services 250 Unum Software 200 Coca cola Beverages
Transport Equipment5%5%Medical and Dental Instruments and Supplies 27%Other Manufacturing 7%ICT Services 10%Financial services 6%Wood and Wood Products 3
Attracting high value investments (especially in high technology services), both indigenous and from overseas, to the Gaeltacht Providing attractive property solutions for enterprise development in the Gaeltacht Working to upgrade services
and infrastructure (physical access and telecommunications) especially where Industrial Estates and Business Parks are located Initiatives to strengthen the competencies
These goals cover areas such as services for jobseekers and the unemployed, workforce development, labour market policy, social inclusion, equality and diversity, and customer service.
and landscaped to a high standard including a services infrastructure to suit both manufacturing and international services sectors.
The Business Park has some Greenfield sites available to suit both manufacturing and international services clients.
000 sq ft currently available) and Greenfield sites to suit both manufacturing and international services sectors.
All main services are in the immediate vicinity. FORFÁS REGIONAL COMPETITIVENESS AGENDA: REALISING POTENTIAL: SOUTHEAST 45 Notes FORFÁS REGIONAL COMPETITIVENESS AGENDA:
and Labour Activation Measures 45 6. Business Process Outsourcing & Shared Services and the South East Region 50 7. Higher education and Research 63 8. Local
There is a need to increase the contribution of employment and value-added from exporting manufacturing and internationally trading services enterprises,
A continued shorter term focus on attracting a replacement activity to Waterford is essential (including a focus on business process outsourcing BPO)/ international services activities),
Specifically the development of the Belview Strategic Site is a particular advantage for manufacturing and services businesses.
Engineering and Services Sectors in WIT and additional workshops will be held in Q1 2012. Cleantech: There is potential to build on regional strengths in construction and engineering,
indigenous investment and foreign direct investment SOUTH EAST EMPLOYMENT ACTION PLAN FORFÁS Internationally trading services.
Fás Training Services will continue to provide appropriate training options in 2012 across a wide range of courses,
Job Opportunities in personal services Review the potential for further employment in the personal services areas and any barriers to jobseekers taking up opportunities available in the region.
where improved road infrastructure would improve access to Cork and Shannon for air services. The Government has committed to providing capital and operational funding to Waterford Airport post 2012
QNHS, Q1 2007,2011 16 Although services employment has grown in the South East, at least in the period up to 2007,
26.2%452,000 21.6%485,700 26.9%Other Services 75,900 34.7%70,500 37.5%863,300 41.3%731 600 40.5%Source:
and over the early 2000s there was a shift in employment to more modern sectors with growth in employment in indigenous internationally traded services enterprises and in more modern manufacturing.
There are 11 companies that had employed up to 1, 000 at mid-2011 in customer contact and business services operations in the region.
are international financial services (for example, Citi, PFPC, Unum, Zurich) and other international services (Rigney Dolphin, Netwatch, Intellicom).
and services which the member companies can then decide if they wish to bid for business.
and Personal and Protective Services(-15 percent) have experienced also significant relative declines compared to the national averages(-13 percent and 6 percent respectively).
Economic Infrastructures Broadband From an enterprise development perspective, the timely delivery of advanced broadband services in key urban centres is the top infrastructure priority.
The widespread availability of advanced broadband infrastructure and services is essential to realising future growth potential in existing and emerging sectors10.
outside the main urban centres have significantly less choice and less access to good quality services.
Forfás believes that Ireland should seek to have advanced an broadband infrastructure comparable with our key 10 Advanced broadband services are defined as services with speeds of at least 100 Mbps
which is important for ro-ro services to/from Ireland12. The Government has committed to deliver this investment by PPP as part of the Infrastructure and Capital Investment Programme 2012-16 announced on 10 november 2011.
percent went through Dublin Port. 13 Google maps 24 securing business friendly services that are faster
The South East's location makes it an important point of access for shipping services to and from Ireland.
Rosslare Europort offers passenger and freight services to the UK, France and The netherlands. It accounts for 8 percent of national ro-ro traffic
In general, with the exception of the Dublin-Waterford route, rail services are relatively slow and infrequent,
Water The provision of adequate and affordable water and waste water services is crucial to ensure the sustained growth and development of enterprise in the main urban centres.
In terms of the price of water and waste water services combined Kilkenny (€2. 89 per cubic metre) is the third most expensive local authority
Waterford (€2. 35) and Carlow (€2. 30) are ranked mid-table on water services charges. The average price of water services in Ireland in 2011 is €2. 59 per cubic metre.
The lowest is Kildare at €1. 49 per cubic metre. Waterford City is served well in terms of water supply and wastewater treatment.
Broadband x Road network x Rail x Air services x Seaport x Water supply capacity x Waste water treatment x Waste
Rail access has improved also, with eight services daily to Dublin and a journey time of 2 hours and 20 mins.
This presents a number of challenges for the region including reduced disposable income and its impact on the local economy and increased pressure on state services.
The region remains comparatively disadvantaged from international (especially transatlantic) air services (than other city regions Cork, Limerick,
Access to business friendly services to London and European hubs need to be strengthened. Although there have been improvements in water and wastewater infrastructures and services within the region,
additional wastewater capacity is required for Wexford town. Also, water charges in the region are amongst the highest nationally. 30 Broadband backhaul from the region is characterised by a lack of alternative providers.
and market developments create novel and nontraditional uses for natural resources (including agri-environmental products and services,
Amongst enterprise agency supported enterprise, the sector contributes the highest proportion of IEE (Irish Economic Expenditure) in terms of salaries and third party services and materials-higher than any other agency supported sector23.
given its existing strengths in dairy and beef sector production and related engineering and services businesses.
and encompasses a wide range of goods & services within the scope of environmental & natural-resource use,
Within the South East, existing frameworks which have been developed (e g. the Bioenergy Implementation Plan steering group) can be advanced to deliver practical initiatives in the utilisation of environmental goods and services in the region.
high-value services and architecture and construction by identifying challenges, establishing priorities and developing strategies
and services activities serving the Lifesciences sector e g. Dataworks (Waterford based Irish software company providing manufacturing control systems
and Eirgen (Waterford based Irish pharmaceuticals company specialising in formulation development and clinical trials supply services.
Improve transport services to and within the region through actions to address issues relating to road, rail, sea and air services.
In the period March 2010 to September 2011, Fáilte Ireland awarded a total of €12. 2m for capital investment in tourism product development in the South East.
Internationally Traded Services (excluding ICT) 35 Today, a wide variety of services are traded internationally, including such activities as finance, insurance, computer-related activities, R&d, advertising, marketing, accounting and consultancy.
In addition, there is an increasing level of services activity taking place within manufacturing firms the so-called‘servicisation'of manufacturing.
Moreover, globalisation, along with the enabling technologies that underpin it, has seen the emergence of new and more complex business models.
This has generated a raft of new mobile investment activity in global business services (& global business services centres) to manage more complex global corporate structures and activities,
such as shared services, customer support and customer management, business process outsourcing, supply-chain/procurement, IT operations, human resources and finance/transaction processing.
Key Assets The South East has a lower than average proportion of employment overall in services activities.
employment in internationally traded services has been far more rapid. Employment levels in agency supported firms (typically internationally trading) almost tripled over the 2001 2010 period from a base of c. 2, 000 to over 5, 400.
and customer/technical support services. The region has built a sizeable portfolio of international financial services (IFS) companies
the 35 ICT Software & Services are considered separately below SOUTH EAST EMPLOYMENT ACTION PLAN FORFÁS availability of skilled people as against a tighter labour market in Dublin,
A detailed overview of the trends and opportunities in Business Process Outsourcing and Shared Services type activities is contained in Section 6. ICT Services & Software
Services Oriented Architecture SOA, Open source, Web 2. 0 and Mash-ups) are continuing to drive the development of new applications
and services offered, how they are delivered and revenue models e g. online subscriptions rather than CD ROM.
while maintaining high quality IT services. ICT Impacts All Sectors: ICT today is more than an enabling technology.
it changes the way services are delivered e g. remote learning or healthcare and diagnostics, simulation (training), virtual reality (architecture and design;
Autonomic Management of End-to-end Communications Services. The TSSG's main area of research is communications software services
and it has developed strong expertise in the areas of distributed systems and service oriented architecture. The TSSG's commercial division has created also new companies
Akruu on-line billing and accounting services; Hasf6 interactive radio; IMS-Stream Voip solutions. Realising Potential The Institutes of Technology in the region have adopted a focused approach in the area of software development
The TSSG's deepening expertise in the area of future internet infrastructure and services and its strong commercial focus provides the region with a strong platform for future indigenous and FDI enterprise potential.
ICT, Internationally Traded Services. The broader sector, including advertising, publishing and printing, encompasses firms that trade domestically as well as those trading internationally
consumer information (online publishing, digital publishing, location based services; and Infrastructure-such as NGNS, data hosting, etc.
The region already has an emerging strength in business process services which form a key element in the digital economy,
Labour market Activation 2010 Labour market Activation Fund A number of education and training providers from the South East were successful in tendering for services under the 2010 Labour market Activation Fund.
HEA Fás FAS Training Services will continue to provide a wide variety of courses, including a growing number of evening courses, in 2012 in a wide range of locations across each county, building on the estimated 8, 200 participants in the South East in 2011.
Most of the permits were issued to workers in the personal services occupations, agriculture related occupation, sales and healthcare.
A greater focus may be required in the provision of career guidance services and mapping out career paths,
Management capability has a positive effect on the level of upskilling undertaken by employees. 50 Acronyms BPO Business Process Outsourcing CC Contact Centre SSC Shared Services Centres
& Shared Services and the South East Region Background This analysis was initiated following the closure of Talk Talk,
The assessment of the BPO sector and the Shared Services activities in Ireland that follows indicates that:
From the perspective of FDI in shared services, IDA continues to work to attract Greenfield and expansion activities to Ireland45.
Evidence indicates that companies investing in shared services activities 44 A recent survey by CCMA indicates that 73 percent of the contact centre companies surveyed indicated that they anticipate a growth in employment.
The Accenture published report in 2010-Sustaining High performance in Shared services An Irish Perspective, stated that nearly half of the companies surveyed said the numbers employed in SSC in Ireland will increase in the next year 45 These can be either standalone activities
BPO, Shared Services and Contact Centres: Although the skills-sets are somewhat similar, it is worthwhile outlining the different perspectives and opportunities for the following:
1. Business Process Outsourcing 2. Shared Services Activities and Functions Foreign Firms 3. In-house Contact Centres 1 Business Process Outsourcing Business
includes both inbound and outbound call services including problem resolution, information provision, technical support (through from Tier 1 to Tier 3) marketing, sales lead generation,
Other ancillary functions such as cleaning services, catering services and fleet management services are also often outsourced to third party providers,
although these are outside the scope of this review. There is an important distinction that is not always readily understood between onshore outsourcing (which involves BPO that is contracted within the company's own country) and offshore outsourcing
Mercer and HP that provide BPO services to The irish market47. 2 Shared Services Shared services are different in that they are centralised activities within a multi-site global corporation.
Shared services have become a well accepted model for globally dispersed companies across a wide range of sectors such as financial services
Centralised business functions-providing services to a captive market of affiliates; and Customer contact centres servicing a global
Shared services centres based in Ireland are owned, in the main, foreign. Ireland has a strong track record to date as an offshore location for centralised customer support and shared services activities with companies such as Facebook, IBM, Dell, Google, HP,
Cook and others. 3 In-House Call centres Many large scale firms have‘in-house'contact centres to service their own customer base,
A Growing Global Market Because the global outsourced business services market includes a variety of disparate activities,
Because of the nature of the activity (often internal to the global organisation), it is difficult to get an indication of the scale of Shared Services Activities.
KPO services include activities such as business research services, data analytics, patent research services etc. The increasing complexity of activities being outsourced often goes hand in hand with increased sensitivity of the related data
which may impact on a company's location decisions. 50 The corporate shared services activities are evolving in much the same way requiring a strategic partnership approach by The irish based subsidiary in terms of its relationship with affiliates and quality
Business services being outsourced Source: Everest Institute Global Trends in BPO, 2008 Advances in technologies are also playing a key role in how the sector is evolving.
In 2009 Gartner estimated that the proportion of BPO services sourced through the Cloud would grow from 5 percent to 20 percent by 2012.
sophisticated services required by the market53. The success of companies engaged in (relatively) lower margin activities here will be predicated upon the ability to innovate in business process improvements,
and productivity through investments in technologies and/or to deliver niche services based on strong domain knowledge and expertise.
Research/Patent Support Services etc. Ireland has a good reputation in terms of its ability to understand
or annual fee with a service provider that hosts the call centre telephony equipment in their own data centre. 53 A number of existing operations have transitioned to offer higher order value services for example multilingual
knowledge based services. Technological developments and the evolution of the virtual call centre and home-based working54 should also offer considerable opportunities for regions throughout Ireland.
The Sector in Ireland Shared Services Centres IDA supported companies There are 140 shared services centres (SSCS)( including contact centres),
within IDA's portfolio of companies operating within all sectors and providing a broad range of services (Figure 7). With a small number of exceptions,
since shared services was identified first as a new business model for large corporations with a global footprint.
shifting from the high volume, low value-add transaction based services initially being undertaken to increasingly complex and higher value-added activities. 54 The Contact Centre@Home Model technology Partners International
The most common functions performed by Irish Shared Services Organisations Source: Sustaining High performance in Shared Services An Irish Perspective, Accenture,
2010 In a report published by Accenture in 2010, Sustaining High performance in Shared Services An Irish Perspective,
found that: Ireland has a far greater proportion of high-end SSCS, with 25 percent considered Master operators compared with a global average of just eight percent;
Masters view their shared services as high performance businesses in their own right, and they invest in the practices
Nearly half of those surveyed said the numbers employed in shared services in Ireland will increase in the next year;
52 percent of Irish respondents indicated a desire to expand the scope of services offered;
and to strengthen its capabilities in delivering integrated business services functioning as a 55 Key performance indicators,
ease of access to multilingual skills and competitive international broadband connectivity Ireland is an attractive location for Shared Services/Contact Centre activities.
Ireland's Strengths in Shared Services Centres Strength in Ireland Requirements from Companies Expertise Ability to secure functional expertise across a range of activities such as finance, IT, customer management,
There are other companies within the EI IT portfolio that also provide outsourced services, employing circa 150
Services offered by these companies are delivered through The english language in the main, although there are some multilingual capabilities.
EI is also working with these firms to capture opportunities for internationalisation particularly in the expanding market in the UK for outsourced services in the more immediate term.
delivering services from Ireland as well as a lower cost location. Companies need to keep abreast of the pace of change in IT platforms and technologies
They offer services direct to consumers ranging from reservations, to problem solution, cross selling and up-selling.
The activities encompassed within BPO/SSC now span a broad spectrum ranging from high transaction/low margin through to higher added value knowledge intensive services.
as a leading BPO location can offer low cost services yet is also pursuing its own strategy to move up the value chain.
Delivering Integrated Business Services functioning as a strategic business partner to the organisation; Within Shared Services, Ireland has the potential to provide higherorder solutions to firms based on a strong competence in management and decision making capability, risk and regulatory management,
business process engineering and languages But needs to continue to enhance the skills base so that it meets these more complex requirements.
Operating as a Centre of Excellence specifically targeting key knowledge intensive services and building domain expertise (e g.
Community Management & Analytics (games), Document Management Services for regulated sectors, Contract Research Outsourcing, Legal Process Outsourcing.
Expanding Ireland's ability to offer multilingual services both through increased language capabilities within Ireland's indigenous population,
applications and services on an outsourced, managed basis-in effect, these companies would become part of the BPO sector.
Forfás 2011 60 Ireland's overall costs of doing business have a direct impact on the pricing of services offered in a sector that is fundamentally about cost arbitrage.
despite significant improvements, issues remain in terms of access to competitively priced broadband infrastructures and services. Actions Business Environment:
and Shared Services Centres64 are taken into account, including language skills and cultural awareness. The SSC/BPO sector should be promoted actively nationally to highlight the range of career options
The National Recovery Plan 2011-2014 identifies the potential for shared services to increase efficiencies
Outsourcing options should also be considered as part of the overall solution which could in turn offer opportunities for Irish based BPOS to develop scale. 62sustaining High performance in Shared Services An Irish Perspective, Accenture,
The relevant industry associations, Shared Services Forum and CCMA could play a role in this regard.
and on the wider converged communications industry, particularly in managing networks and in developing innovative new services for those networks.
TSSG leads the FAME (Federated Autonomic Management of End-to-end Communication Services) SFI Strategic Research Cluster (a €5. 86m investment from SFI.
Through its Masters in Communication Services the TSSG has delivered up-skilling and training for staff in local companies.
and services the TSSG is positioned well to support economic development in the South East. Pharmaceutical and Molecular Biotechnology Research Centre The Pharmaceutical and Molecular Biotechnology Research Centre has also been identified as a major RTD centre that will underpin the Priority Area of Therapeutics as part of the current Research Prioritisation Exercise.
The TSSG has created 11 spinouts in the mobile services/internet application space. Feedhenry now employs over 30 people,
Enterprise Collaboration The Industry Services Office within the School of Research at WIT promotes and facilitates interaction between the Institute and external organisations.
WIT has multidisciplinary links with the Health Services Executive (HSE), e g. its research training programme to healthcare workers and its co-ordination of a series of master classes for HSE hospital managers on healthcare management.
Environmental Issues, Water Services and Waste Management; Energy and Telecommunications; Education and Health care; SOUTH EAST EMPLOYMENT ACTION PLAN FORFÁS Agriculture, Marine and Rural Development;
and 72 facilitate access to the services of the enterprise agencies and to generally promote Waterford City as a location to invest
and export gains over the period 2000-2007, in particular in new sectors for the region such as Lifesciences and international services.
There is a need to increase the share of exporting manufacturing and internationally trading services, to develop‘new'sectors in the region
A continued shorter term focus on attracting a replacement activity to Waterford is essential (including a focus on BPO/international services activities
Specifically the development of the Belview Strategic Site is a particular advantage for manufacturing and services businesses.
Engineering and Services Sectors in WIT in Mid october 2011 and further workshops are planned for 2012.
Internationally trading services. With improved access, broadband and the research and graduate output in the region, Waterford has the potential to develop activities in areas such as Cloud computing, egames, financial services, ecommerce and other content businesses.
Job Opportunities in personal services Review the potential for further employment in the personal services areas and any barriers to jobseekers taking up opportunities available in the region.
where improved road infrastructure would improve access to Cork and Shannon for air services. The Government has committed to providing capital and operational funding to Waterford Airport post 2012
scientific and technical 7. 5 102.9 4. 0 5. 7-9. 6 1. 0 Administrative and support services 6. 2 61.9 3. 3
and services used in its production. Latest available regional data is for 2006 86 metric for a number of reasons,
Most of the permits were issued to workers in the personal services occupations, agriculture relayed occupation,
sales occupations 0 1 0 0 1 2 Other occupations in sales & services 1 3 4 2 2 12 94 Craft
0 1 Other craft and related occupations 1 0 0 0 0 1 Personal services 11 18 38 15 15 97
Dublin Call-text solutions Dublin Sky Livewire Dublin Manpower Dublin Conduit Dublin Sportingbet. com Dublin CPL Managed Services Dublin Reed Recruitment
Dublin Meridian Global Services Dublin Roar Promotions Dublin Popgap Games Dublin Lex Consultancy Dublin Zynga Dublin SAGE Dublin UPS Dublin
Process Outsourcing A Broad Range of Services and Activities Customer Contact Centres Customer Supports Dealing with Inbound calls to manage customer queries-multiple channels including voice,
email and chat on a 24/7/365 basis (e g. making or verifying reservations Technical support Services Round the clock technical support and problem resolution.
Business Processes Transaction processing Data entry/conversion or indexing services to various verticals including e g.
risk assessment, patent writing, IP services, legal research services etc. Contract Research Outsourcing Managing clinical trial processes, often across multi-sites and multi-jurisdictions.
Clinical data management Supply Chain/Procurement services Managing supply chain activities including Order to Cash,
logistics, forecasting and planning services, vendor management, etc Document Management Services Compliance with records management filing, retrieval, destruction etc.
IT services Including fully managed services, or elements of IT services including e g. data hosting, Software as a service, Infrastructure as a service,
Platform as a service etc. 102 Appendix 7 Business Process Outsourcing An Evolving Sector From Business Process Outsourcing to Knowledge Process Outsourcing Characteristics BPO Professional Services/KPO Business
Process Standard Nonstandard, knowledge-intensive Drivers Costs, Labour Value, time to market, scale flexibility Stage of Industry development Mature Relatively young,
In activities that involve HR services or Finance/Accounting an understanding of country specific policies,
Domain expertise (specific to a vertical sector), risk management, global partnership management, advanced technology and computing skills, analytics etc are increasingly relevant as the sector evolves toward knowledge intensive services.
Business Process Outsourcing and Services Centres based in South East October 2011 Company name Location Activity Detail Ownership Technology Sales Leads Ireland Carlow Sales development for business-to-business technology companies Irish Glanbia Kilkenny
HR and recruitment services Irish UNUM Carlow Services centre Foreign State street Kilkenny Fund administration and services centre Foreign Mycroft Waterford Financial services/Software.
Newly established Irish base Foreign Citi Hedge fund Services Waterford Hedge fund administration services Foreign Sunlife Information Services Waterford Software development, business administration
and technical helpdesk services for Sun Life's North american divisions Foreign Ubiqus Waterford Translation Services Foreign SRAM Waterford Back office shared services Foreign Equifax
Wexford Credit assessment bureau-business services centre Foreign PNC Financial Wexford Fund administration and services centre Foreign Ridge Telemarketing Carlow Outbound telemarketing,
Overtext Web Module V3.0 Alpha
Copyright Semantic-Knowledge, 1994-2011