Outsourcing in the UK and Ireland

Introduction

The IT and business process outsourcing (BPO) market in the UK and Ireland was worth $52 billion in 2009. This report combines primary research on customer satisfaction with assessments of market activity to present a multifaceted view of the outsourcing industry today.
Features and benefits

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

The IT and business process outsourcing (BPO) market in the UK and Ireland was worth $52bn in 2009. This report combines primary research on customer satisfaction with assessments of market activity to present a multifaceted view of the outsourcing industry today.
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
Small players doing well on customer satisfaction
KPO vendors outperformed IT in terms of client satisfaction
UK positioned as second largest outsourcing market after US
Annual spend on outsourcing expected to reach $60bn by 2013 in the UK and Ireland
Central government playing a predominant role in outsourcing
Offshore providers appear on the top 10 list
OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design
SURVEY FINDINGS 2010: OVERALL SATISFACTION
Overall satisfaction ranking
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Overview
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation
OUTSOURCING CONTRACT ACTIVITY IN THE UK AND IRELAND
The UK and Ireland together accounted for more than 50% of European outsourcing by TCV in 2009
UK's share in the global outsourcing industry shrank to 16% in H1 2010
Number of deals is down in H1 2010 from H1 2009, while average and total contract value are up
The number of megadeals signed in H1 2010 was the highest since H2 2008
Enterprises prefer short-term deals with a duration of three years or less
Annual contract value rising steadily since H1 2009
More than 60% of all contracts in H1 2010 were awarded by central government
Central government continues to dominate signings by annual contract value
More than 80% of contracts are awarded for IT services
The top three vendors captured more than 60% of the TCV in H1 2010
Seven of the top 10 vendors in H1 2010 are headquartered in Europe, but two of the top three are non-European firms
No single vendor dominates the market in terms of the number of contracts awarded
UK AND IRELAND OUTSOURCING MARKET AND GROWTH
UK and Ireland IT and BPO market expected to reach $60bn by 2013
ILO will grow to $21bn by 2013
ALO will grow to $23bn by 2013
BPO sector expected to reach more than $14bn by 2013, growing at a CAGR of 6.5%
UK AND IRELAND OUTSOURCING VENDOR SHARE
Introduction
Top players focused around the public sector
Offshore providers coming to the top 20 list
BPO-sector vendors outperform IT-focused vendors
Small and niche IT vendors may lose their share
HP's acquisition of EDS puts it on top of the ILO vendor list
BT has made it into the top two in the ALO market, coming after IBM
Capita continues to top the chart in the BPO segment
Focused players expected to lead the market
BPO players are building their IT capabilities
Entry of offshore BPO players likely to lift M&A activity in the UK BPO industry
VENDOR PROFILES
Introduction
ACCENTURE
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
AMBA RESEARCH
Overview
Clients
Major services and solutions
Key facts
AMNET
Overview
Clients
Major services and solutions
Key facts
BRITISH TELECOMMUNICATIONS OVERVIEW
Revenue breakdown
Clients
Major services and solutions
Key facts
CAPGEMINI
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
CAPITA GROUP
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
COPAL PARTNERS
Overview
Clients
Major services and solutions
Key facts
DELL
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
ECLERX SERVICES
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
HP
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
IBM
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
ICG COMMERCE
Overview
Clients
Major services and solutions
Key facts
NIIT TECHNOLOGIES
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
PANGEA3
Overview
Clients
Major services and solutions
Key facts
SDD GLOBAL
Overview
Clients
Major services and solutions
Key facts
TCS
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
THE SMART CUBE
Overview
Clients
Major services and solutions
Key facts
UNITEDLEX
Overview
Clients
Major services and solutions
Key facts
VERTEXOVERVIEW
Clients
Major services and solutions
Key facts
XCHANGING
Overview
Revenue breakdown
Clients
Major services and solutions
Key facts
APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer
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