State of the Outsourcing Industry in the Americas

Introduction

The IT and business process outsourcing (BPO) market in the Americas was worth $260bn in 2009. Outsourcing activity in the Americas picked up in 2010, following a major slump in 2009. Contract activity in the market saw an increase in terms of the number of large (>$100m, <$1bn) and mega (>$1bn) deals.

Features and benefits

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

Highlights

This report finds that most users of outsourced services are satisfied with the service delivered by outsourcing vendors. The providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tended to be small companies in the wider context of the global outsourcing market.

Your key questions answered

* Which outsourced service providers provide the highest levels of customer satisfaction in the Americas?
* Which factors do clients consider most important when assessing satisfaction with outsourced service delivery?
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Executive Summary
Relatively small players doing well on customer satisfaction
KPO vendors dominated in terms of client satisfaction
The US is the largest IT services and outsourcing market
Outsourcing activity in the Americas is centered on the public sector
Consolidation is evident among major players in the IT market
SAIC, CSC, and Lockheed Martin showed consistent performance
OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design
SURVEY FINDINGS 2010: OVERALL SATISFACTION
Overall satisfaction ranking for the Americas region
5-Step quality assurance procedure
Distribution of survey respondents
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 AMERICAS
Introduction
Increased activity in the outsourcing industry in the Americas
H2 2009 was the toughest period for outsourcing activity in the Americas
H1 2010 recorded the highest number of mega deals
The US dominates outsourcing contract activity globally
Four countries have consistently driven outsourcing deals in the region
One contract was awarded in each of the Bahamas, Venezuela, and Costa Rica in H1 2010
Canada and Brazil showed considerable contribution to aggregate TCV
LATAM made a minimal contribution to TCV in H1 2010
Mixed trends recorded in ACV by region
Increasing dominance of public sector
Ongoing weakness in the travel and transport and banking industries
Central/federal government showed a significant increase in ACV
Defense accounted for the majority of the aggregate ACV in H1 2010
No single vendor dominates in the market in terms of volume
Large IT players adopting inorganic growth approach to retain market dominance
Vendors focused on the public sector and based in the US dominated contract activity
SAIC, CSC, and Lockheed Martin are among the more active vendors in the region
A single vendor always accounted for more than 10% of the aggregate TCV in each period
CSC accounted for most of the TCV in H1 2010
NSN makes it to the list of top 10 vendors by TCV in H1 2010
Several vendors with contracts in H1 2008 did not win a contract in H1 2010
General Dynamics was among the top three players by TCV, ACV, and number of contracts
CHANGING LANDSCAPE OF THE OUTSOURCING INDUSTRY IN THE AMERICAS
Government policies in the US expected to influence trends in the IT and BPO outsourcing industry
Healthcare insurance expected to increase demand for outsourcing
US security concerns will drive another wave in outsourcing
LATAM is a nearshore delivery center
Bundling of services expected to increase
OUTSOURCING IN THE AMERICAS: MARKET SIZE AND GROWTH
IT and BPO market in the Americas expected to reach $305bn by 2013
Consolidation in the IT market, creating diversified and large vendors with a multitude of capabilities
M&A activity will spur outsourcing activity as it has in the past
The contribution of LATAM to the IT services and BPO market in the Americas is projected to increase through 2010
A growth rate of 2.7% projected for the North American IT and BPO market during 2008–13
ILO will grow to $121bn by 2013
ALO will grow to $140bn by 2013
BPO sector expected to reach more than $43bn by 2013
MARKET SHARES OF OUTSOURCING VENDORS IN THE AMERICAS
Introduction
Top players continued to retain their positions in 2009
Nearshore/offshore providers strengthened their position among the top 20
IBM and HP continue to strengthen their position in the ILO and support services market
Four of the top five players have significant presence in the IT infrastructure market
The top 10 players in the project services and ALO market continued to grow
ACS continues to lead the BPO market in the Americas
Three vendors with strong Indian operations recorded strong growth rates
VENDOR PROFILES
Introduction
ACXIOM CORPORATION
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
ALPINE ACCESS
Business description
Clients
Major services and solutions
Key facts
Recent developments
AMERICAN DISCOVERY
Business description
Clients
Major services and solutions
Key facts
Recent developments
AMNET
Business description
Clients
Major services and solutions
Key facts
API
Business description
Clients
Major services and solutions
Key facts
Recent developments
ARAMARK
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
AURIGA
Business description
Clients
Major services and solutions
Key facts
Recent developments
CIBER
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
COPAL PARTNERS
Business description
Clients
Major services and solutions
Key facts
Recent developments
CLUTCH GROUP
Business description
Clients
Major products and services
Key facts
Recent developments
ECLERX
Business description
Revenue analysis
Clients
Major products and services
Key facts
Recent developments
INFORONICS
Business description
Clients
Major products and services
Key facts
Recent developments
MU SIGMA
Business description
Clients
Major services and solutions
Key facts
Recent developments
NIIT TECHNOLOGIES
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
ROSE FINANCIAL SERVICES
Business description
Clients
Major services and solutions
Key facts
Recent developments
SDD GLOBAL
Business description
Clients
Major services and solutions
Key facts
Recent developments
STEFANINI TECHTEAM
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
STREAM GLOBALSERVICES
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
THE SMART CUBE
Business description
Clients
Major services and solutions
Key facts
UNITEDLEX
Business description
Clients
Major products and services
Key facts
Recent developments
APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer
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