productivity and enabling radically new types of products and services. Such path-breaking technologies may be termed"key enabling technologies"(KETS.
services. Their main research focus covers nano sciences, new nano materials, nano devices 24 http://hesa. etui-rehs. org/uk/dossiers/files/Nano-economics. pdf
and Human Services (incl. the National institutes of health, $1. 8 billion. The Department of commerce (incl. the National Institute of Standards and Technology) which mostly funds more application oriented, civil R&d, invested
More than 30,000 firms received services from ITRI To sum up, microelectronics is a technology that critically relies on the interaction between
or parts, products and models thereof †to produce knowledge, goods and services (OECD Depending on the area of application subgroups are defined.
growing number in supporting companies and services, including law firms, accounting firms patent agents, consulting firms, and international banks,
Companies in the region enjoy access to local suppliers of technical and professional services and this has created a regional supply chain that is unrivalled in Europe.
but it did provided not subsidised services. Later on, when the biotechnology cluster was established already, it was (and still is supported by the East
supporting services with legal, patent, recruitment, and property advisers, and regional biotechnology associations. Finally, they want to associate the new company with the image
and biotechnology companies to sell products and services throughout Europe to all kind of different markets.
advisers and services (including biotechnology associations), a culture that respects risks, and last but not least a strategic location close London†s large financial market, providing access
services to the area (think of specialist lawyers, brokers, marketing experts, international IPR specialists) and complementary services and activities, giving the clusters the full dynamism
and creative density of a full grown cluster. This dynamism created a virtuous circle, where
the primary cluster operations are supported by secondary services, which in turn reinforce cluster development by providing an healthy infrastructure to attract new biotechnology firms
telecommunication and engineering services. Advanced materials contribute to more efficient production processes and trigger new product development.
regional economy in 2006 (the rest corresponds to services)( Biatour et al. 2010). ) From there the chemical industry represents a share of about 25 percent in relation to the whole industry
engaging in manufacturing, processing, services engineering, design, retailing and recycling. In addition, a handful of companies and industry
services, support with export plans, and promotion of renewable energy use and environment initiative. As noted above, the Wallonia government defined economic redevelopment areas
announced in December 2007 their ambition to make Changsha the outsourcing services centre of China (KPMG, 2009.
In order to encourage the development of the services sector the Changsha regional government has set up an ad hoc number of outsourcing
services and financing) have achieved remarkable results. The number of professional technology intermediary agents has increased as well as the number of science and
products and services is affected by a variety of factors and is influenced by development s in
These user industries include electronics, medical instruments and health services automotive, energy production and distribution, construction, textiles and clothing, and
services, contributing to both product and process innovation. Like other general purpose technologies, the diffusion of advanced materials generates network and learning effects
quality of life by delivering efficient services. In the industrial application, robots are expected to combat the expected shortage of 6 million skilled labourers by 2020.
services). ) The differences in expected future growth of KET demand reflect differences in the underlying factors that drive market potentials of KETS
intermediary services etc. Next to that, the external links should be encouraged to prevent becoming an †in-crowd†club that misses out of important external developments.
Congressual Research Services Scheu, M.,V. Veefkind, Y. Verbandt, E. Molina Galan, R. Absalom, W. FÃ rster (2006), Mapping
services  to  world  markets  Inspired  by  a  plethora
 services  outside  London  The  BBC  was  such  a
 services  The  historical  link  to  the  advertising  and
 services  from  other  companies   Stakeholder  Interests  and
 services  that  could  include  workshops  simulations  think- â€
 services  games  testing  services  and  digital- †workflow
 facilities  are  all  connected  across  the  top  five
developments do not automatically lead to the successful launch of products and services 101. More importantly, considerable
and newly-emerging technology services facilitating open innovation. Fourth, more attention might be paid to the IPR system:
89 V. Chiesa, R. Manzini, E. Pizzurno, The externalisation of R&d activities and the growing market of product development services, R&d Manage. 34 (1
month that passes, more services go digital: from checking and adjusting your home†s energy usage via a mobile app, to borrowing
All of these services now exist, and more are created every day This presents a huge opportunity for CIOS, especially those with the
services for clients, CIOS at all kinds of firms are using digital technology to transform their businesses.
products and services IT-intensive industries 3 Despite a seat at the top table, not enough CIOS are grasping the potential for digital transformation
new products and services, compared with just 50%of other CIOS. They show a much stronger appetite for risk
moving from selling products to providing services †Streetcar and Xerox are two examples 2. Transforming existing business models to offer new digital
services †such as 100flowers selling via Facebook 3. Inventing wholly new types of business models †from virtual
IT services and e-commerce Telecommunications Banking Media and entertainment Other Pharmaceutical and biotechnology 16 %20
development of services and products *72 %76%Discussing IT's role in business transformation 73
products and services. EY€ s Dave Ryerkerk notes that, in the past businesses would draw up a major initiative †setting out the
a business model level and in terms of new products and services †something picked out by 81%of digital-ready CIOS, well ahead of
researching and developing new services or products with the executive management team, compared with just 50%of IT
development of services and products 50 %65 %Participating in strategic decision-making 45 %57 %Discussing mergers
value-added services. They know how to explain these new business models, which may be more profitable than actually
services, rather than in a wholly different sector External advisory or directorship positions In keeping with digital CIOS€ tendency to actively engage
Group Software Services Nedbank 2007 Advanced Management Programme, Harvard Business school 2005 †2007 Divisional Director
Application Services SAP AG 2002 †2003 Vice president IT Infrastructure, SAP America, Inc 1998 †2002
Services, i2 Technologies 1996 †1997 Director of Information Systems, Toshiba America Electronic Components 1986 †1988
agency services Nykredit 2011 †today Member, IT think tank â€oedenmark 3. 0†2010 †today
new products and services But to truly deliver on this you†ll need a firm grasp of
products and services should not be introduced unless the underlying technology is available to efficiently support these
services), financial services, life sciences telecommunications, online and e-commerce In addition to this survey, EY conducted an analysis of the
%Software, hardware and computer services Banking and ï nancial services 19 %8 %Chemical, bio-and medical technology
14 %Telecommunication operators and services 8%Semiconductors and telecommunications equipment 7 %Transport and logistics Media and televison
4 %10 %Other E-commerce, internet and social media 6 %Cable operators and services 1 %Global annual turnover
27 %42 %11 %10 %10 %US$500M-US$999M US$1, 000m-US$4, 999m US$5, 000m-US$9, 999m
EY is a global leader in assurance, tax, transaction and advisory services The insights and quality services we deliver help build trust and confidence
in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our
guarantee, does not provide services to clients. For more information about our organization, please visit ey. com
products or services to a market; they may introduce new technology to existing products; they
as high-tech but as well in very †traditional sectors in industry, services and even agriculture.
and services for which it is disposed competitive advantages as a result of their capacity of innovation, adaptability and
6. Business Process Outsourcing & Shared Services and the South East Region 50â 7. Higher education and Research 63â
services enterprises, to develop †new†sectors in the region and to upgrade of the skills base
including a focus on business process outsourcing (BPO)/ international services activities which EI and IDA are committed to pursuing.
services businesses The restructuring of the local authorities in Waterford, combining the City and County Councils is welcome
-E I held a Lean Workshop for the Food, Engineering and Services Sectors in WIT
 Internationally trading services. With improved access, broadband and the research and graduate output in the region, Waterford has the potential to develop activities in
s Training Services will continue to provide appropriate training options in 2012 across a wide range of courses, to assist job seekers with re-entry to the labour market and to
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. Almost a third of the new work permits issued in the region in 2010 were for personal service staff
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
Although services employment has grown in the South East, at least in the period up to 2007 the proportion employed is lower than the average nationally.
%Other Services 75,900 34.7 %70,500 37.5 %863,300 41.3 %731,600 40.5 %Source: CSO QNHS, Q1 2011
traded services enterprises and in more modern manufacturing. Food sector employment declined slightly, but is still extremely important accounting for 42 percent of EI employment
employed up to 1, 000 at mid-2011 in customer contact and business services operations in the
international services (Rigney Dolphin, Netwatch, Intellicom Figure 3 Agency supported employment by sector, South East, 2001 & 2010
products and services which the member companies can then decide if they wish to bid for business
Protective Services(-15 percent) have experienced also significant relative declines compared to the national averages(-13 percent and 6 percent respectively.
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. It will also play a key role in supporting the
significantly less choice and less access to good quality services. Forfã¡s believes that Ireland
10 Advanced broadband services are defined as services with speeds of at least 100 Mbps, and that are
which is important for ro-ro services to/from Ireland12. The Government has committed to deliver this investment by PPP as part
securing business friendly services that are faster and more convenient alternatives to using Dublin, Cork or Shannon airports
The South East†s location makes it an important point of access for shipping services to and
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,
The provision of adequate and affordable water and waste water services is crucial to ensure
In terms of the price of water and waste water services combined, Kilkenny (â 2. 89 per cubic
Waterford (â 2. 35) and Carlow (â 2. 30) are ranked mid-table on water services
The average price of water services in Ireland in 2011 is â 2. 59 per cubic metre.
Air services x Seaport x Water supply capacity x Waste water treatment x Waste disposal x
improved, with eight services daily to Dublin and a journey time of 2 hours and 20 mins
local economy and increased pressure on state services. A particular challenge in reskilling those who have lost employment from sectors that have declined
services (than other city regions †Cork, Limerick, Galway) and hence the need to upgrade the N25.
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
agri-environmental products and services, as well as energy and bio-processing) 20 The agriculture and food industry is one of Ireland†s largest indigenous sector,
proportion of IEE (Irish Economic Expenditure) in terms of salaries and third party services and materials-higher than any other agency supported sector23
strengths in dairy and beef sector production and related engineering and services businesses The key challenge nationally in ramping up agricultural production is how best to increase the
and encompasses a wide range of goods & services within the scope of environmental & natural-resource use, management & protection
utilisation of environmental goods and services in the region. Leadership and enhanced focus on specific areas where returns can be identified will be required for the successful
services and architecture and construction by identifying challenges, establishing priorities and developing strategies which specify necessary actions to transition to more innovative approach
growth in a variety of sub-supply and services activities serving the Lifesciences sector e g
formulation development and clinical trials supply services Some of the major Lifesciences companies undertake infirm research and development
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 â 12. 2m for
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,
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
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
support services The region has built a sizeable portfolio of international financial services (IFS) companies which, depending on wider economic circumstances,
35 ICT Software & Services are considered separately below SOUTH EAST EMPLOYMENT ACTION PLAN †FORFà S
Shared Services type activities is contained in Section 6 ICT †Services & Software What has been termed †The New Software Economy†36 sees a number of trends that provide
both opportunities and challenges for software companies, and for small and medium sized companies and start-ups in particular
 The application of software technologies (such as Services Oriented Architecture †SOA Open source, Web 2. 0 and Mash-ups) are continuing to drive the development of new
and services offered, how they are delivered and revenue models e g. online subscriptions rather than CD ROM.
quality IT services ICT Impacts All Sectors: ICT today is more than an enabling technology. It has a pervasive
it changes the way services are delivered e g. remote learning or healthcare and diagnostics simulation (training), virtual reality (architecture and design;
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 which have emanated from TSSG€ s research activity (spin outs)
Akruu †on-line billing and accounting services; Hasf6 †interactive radio; IMS-Stream †Voip solutions
The TSSG€ s deepening expertise in the area of future internet infrastructure and services and
Internationally Traded Services The broader sector, including advertising, publishing and printing, encompasses firms that trade domestically as well as those trading internationally and employs circa 26,000 people37
 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
tendering for services under the 2010 Labour market Activation Fund The Labour market Activation Fund is currently being evaluated in relation to programme
FAS Training Services will continue to provide a wide variety of courses, including a growing
the permits were issued to workers in the personal services occupations, agriculture related occupation, sales and healthcare.
focus may be required in the provision of career guidance services and mapping out career paths, particularly with regard to those unemployed with high levels of
SSC Shared Services Centres 6. Business Process Outsourcing & Shared Services and the South East Region
Background This analysis was initiated following the closure of Talk Talk, with a view to identifying the potential for
The assessment of the BPO sector and the Shared Services activities in Ireland that follows
 From the perspective of FDI in shared services, IDA continues to work to attract
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
-Sustaining High performance in Shared services †An Irish Perspective, stated that nearly half of the
BPO, Shared Services and Contact Centres Although the skills-sets are somewhat similar, it is worthwhile outlining the different
2. Shared Services Activities and Functions †Foreign Firms 3. In-house Contact Centres 1 Business Process Outsourcing
includes both inbound and outbound call services including problem resolution, information provision, technical support (through from
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
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, ICT, Medical
Technologies etc. As with BPO, functions include both  Centralised business functions-providing services to a captive market of affiliates;
and  Customer contact centres †servicing a global and/or regional customer base (e g.
EMEA for the corporate entity 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
Because the global outsourced business services market includes a variety of disparate activities, there are differing estimates as to the value of the sector †depending on
to get an indication of the scale of Shared Services Activities. However, it is a business model
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
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.
Gartner estimated that the proportion of BPO services sourced through the Cloud would grow from 5 percent to 20 percent by 2012
based here continue to evolve to deliver the more complex, sophisticated services required by the market53.
deliver niche services based on strong domain knowledge and expertise In terms of KPOS, Ireland has demonstrated already some success in attracting Clinical
Process Outsourcing, Research/Patent Support Services etc. Ireland has a good reputation in terms of its ability to understand
53 A number of existing operations have transitioned to offer higher order value services †for example
achieving growth in higher order, knowledge based services Technological developments and the evolution of the virtual call centre and home-based
Shared Services Centres †IDA supported companies There are 140 shared services centres (SSCS)( including contact centres),
employing approximately 35,000 people, 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, stand-alone SSCS are located primarily in urban areas †Dublin and Cork and to a lesser extent, Galway.
services was identified first as a new business model for large corporations with a global footprint. Since the mid 90s the SSC functions undertaken in Ireland have been significantly
low value-add transaction based services initially being undertaken to increasingly complex and higher value-added activities
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 â€
An Irish Perspective, found that  Ireland has a far greater proportion of high-end SSCS, with 25 percent considered
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
 52 percent of Irish respondents indicated a desire to expand the scope of services
and to strengthen its capabilities in delivering integrated business services †functioning as a 55 Key performance indicators, voice-of-the-customer surveys and external benchmarking were the
broadband connectivity Ireland is an attractive location for Shared Services/Contact Centre activities Table 6. 1:
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
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.
services in the more immediate term Given that one of the key drivers for firms to outsource is cost reduction57,
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, to
services direct to consumers ranging from reservations, to problem solution, cross selling and up-selling.
value knowledge intensive services. Global competition is intense †and Ireland cannot afford 57 Cost reduction remains a key driver,
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 higher -order solutions to firms based on a strong competence in management and decision
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, as well as ensuring that Ireland remains an attractive location of choice for other Europeans60, and open to non
infrastructures, applications and services on an outsourced, managed basis-in effect these companies would become part of the BPO sector
 Ireland†s overall costs of doing business have a direct impact on the pricing of services
services Actions Business Environment  It is critical that the necessary actions are taken to ensure that Ireland realises
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
 The National Recovery Plan 2011-2014 identifies the potential for shared services to increase efficiencies and to reduce costs65.
62sustaining High performance in Shared Services †An Irish Perspective, Accenture, 2010 63 A detailed analysis of the broad range of skills sets required today
Services Forum and CCMA could play a role in this regard Agency Responses In relation to Displaced Talk Talk Workers66
innovative new services for those networks. Established in 1997 the centre has a long history
Services) SFI Strategic Research Cluster (a â 5. 86m investment from SFI. A number of industry
Through its Masters in Communication Services the TSSG has delivered up-skilling and training for staff in local companies.
international leaders in the internet and model networks and services the TSSG is well positioned to support economic development in the South East
created 11 spinouts in the mobile services/internet application space. Feedhenry now employs over 30 people, Zolkc over 10 and the group previously started Catch (Hash6 Ltd
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
 Environmental Issues, Water Services and Waste Management  Energy and Telecommunications  Education and Health care
facilitate access to the services of the enterprise agencies and to generally promote Waterford City as a location to invest
sectors for the region such as Lifesciences and international services The global recession and the collapse in the construction sector nationally has impacted the
exporting manufacturing and internationally trading services, to develop †new†sectors in the region and to upgrade of the skills base in general
including a focus on BPO/international services activities), which IDA and EI are committed to doing. Aligned with this, targeted career,
services businesses The restructuring of the local authorities in Waterford, combining the City and County Councils is welcome
-EI held a Lean Workshop for the Food, Engineering and Services Sectors in WIT in
 Internationally trading services. With improved access, broadband and the research and graduate output in the region, Waterford has the potential to develop activities in
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. Almost a third of the new work permits issued in the region in 2010 were for personal service staff
to Cork and Shannon for air services. The Government has committed to providing capital and operational funding to Waterford Airport post 2012
71 The value of the region†s output less intermediate materials and services used in its production
services occupations, agriculture relayed occupation, sales and healthcare       Â
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 Uniphar Group Dublin HP Dublin Three Ireland Dublin
Business Process Outsourcing †A Broad Range of Services and Activities Customer Contact Centres Customer Supports
Technical support Services Round the clock technical support and problem resolution Installation and product support, up and running support, trouble
Data entry/conversion or indexing services to various verticals including e g. FMCG businesses, Medical sector, publishing
Litigation support, 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, Procure to Pay, inventory management, 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, evolving Risks Leveraged by infrastructure and processes Data security, IP leakage
Target Economies of scale Domain expertise Depth not size Challenges Attrition, wage inflation Skills availability, regulatory limitations
 In activities that involve HR services or Finance/Accounting †an understanding of country
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
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, telesales and sales lead generation Foreign
VHI Healthcare Kilkenny Contact and customer services centre for VHI clients Irish Eishtec Waterford Provides customer contact solutions for clients Irish
Notes
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