2010 Leading Providers of Document Process Outsourcing Services

Introduction

The global document process outsourcing (DPO) industry showed positive signs in 2010, following a weak performance during 2008–09. However, the contracts signed in 2010 are yet to cross the 2007 levels. Majority of the respondents in the 2010 Black Book of Outsourcing customer satisfaction survey were satisfied with the services provided by DPO vendors.

Features and benefits

* Results of the world's largest primary research project on customer satisfaction with outsourced document process service provision.
* Analysis of activity by region, industry and service type in the global document process outsourcing market.

Highlights

In the customer satisfaction rankings, service providers with DPO as a core competence dominated the list.

Your key questions answered

* Which outsourced service providers provide the highest levels of customer satisfaction?
* Which factors do clients consider most important when assessing satisfaction with outsourced service delivery?

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Executive Summary
Problem resolution is the most important of the nine performance criteria
Players with DPO as core competence dominate the customer satisfaction ranking
Majority of the DPO contracts are part of large contracts
Various sectors awarded contracts consistently
Local government reduced DPO activity
Exponential growth in unstructured data driving demand for DPO services
OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design
SURVEY FINDINGS 2010: OVERALL SATISFACTION
[Missing title]
5-Step quality assurance procedure
Outsourcing works: 77% of all respondents are satisfied or very satisfied
The survey successfully captures the views of service users
The surveyed population was global
The survey responses were divided across multiple industry sectors
Client organizations of all sizes were represented in the survey
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Problem resolution is the most important of the nine performance criteria assessed
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation
Survey findings 2010: overall satisfaction for six DPO service lines
GLOBAL DOCUMENT PROCESS OUTSOURCING CONTRACT ACTIVITY
Introduction
DPO services classification
Overview of the global DPO contract activity
Positive trend in DPO contracts
Exponential increase in annual contract value since 2008
Most DPO contracts are part of large contracts
Central/federal government dominated DPO contract activity in 2010
Five sectors awarded contracts consistently
Public sector accounted for about 90% of the aggregate TCV in 2010
Local government reduced DPO activity
Only two developing nations signed DPO contract in 2010
The US saw the highest number of contract signings during 2006–10
The UK recorded the highest TCV in 2010
No country other than the US and the UK accounted for more that 10% of aggregate TCV
Canada continued to contribute to aggregate TCV during 2006–09
Only three vendors won multiple contracts in 2010
Leading IT vendors saw continuous contract wins through 2006–10
Vendors winning mega deals in 2010 topped the list by TCV
Most vendors signed contracts in only one year
GLOBAL DOCUMENT PROCESS OUTSOURCING MARKET TRENDS
Introduction
Unstructured data
Process efficiencies and cost advantages drive demand for DPO
DPO vendors enhance capabilities through acquisitions
Acquisitions by printer hardware vendors Xerox and Canon
Acquisitions in the document management/ECM application space
Regulatory requirements compel organization to adopt DPO
VENDOR PROFILES
Introduction
AUXILIO INC
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
CAPGEMINI
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
COGNIZANT TECHNOLOGY SOLUTIONS
Business description
Clients
Revenue breakdown
Major products and services
Key facts
Recent developments
CSC
Business description
Clients
Revenue breakdown
Major solutions and services
Key facts
Recent developments
FUJITSU
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
HOV SERVICES
Business description
Clients
Revenue breakdown
Major products and services
Key facts
Recent development
HP
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
IBM
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
NORTHROP GRUMMAN
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
OCÉ
Business description
Clients
Revenue breakdown
Major products and services
Key facts
Recent developments
RR DONNELLEY
Business description
Clients
Revenue breakdown
Major services and solutions
Key Facts
Recent developments
T-SYSTEMS
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
XCHANGING
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
XEROX
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer

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