MESSAGE: DOST-ICTO Support to the Contact Center Industry

Undersecretary Louis Napoleon C. Casambre
Executive Director
Department of Science and Technology-Information and Communications Technology (DOST-ICTO)

International Contact Center Conference & Expo (ICCCE) 2012
2020: The Future of Outsourcing

SMX Convention Center, Pasay City


List of Dignitaries Present

On behalf of the Information and Communications Technology Office of the Department of Science and Technology, it is with great honor and pleasure that I congratulate the Contact Center Association of the Philippines for organizing this event – theInternational Contact Center Conference & Expo 2012 –once again this event will showcase to domestic and international markets, why the Philippines is a global leader and a standard of excellence in  business practices for the contact center industry.

Now on its 8th run, the ICCCE 2012 is indeed a significant achievement of sustained global competitiveness of our country’s IT-BPO industry.

As the prime government agency mandated to ensure development of the ICT industry in the country, the DOST-ICTO salutes the concerted efforts of the various organizations and associations responsible for making our country a global leader in the contact center industry, which has transcended to become one of the principal export revenue generators and job creators for our country.  Your hard work all these years has certainly paid off.

We recognize that our country’s sustainable competitiveness is a result of our collective efforts- industry, private corporations and Government working together to achieve economic growth and national development.

We take pride in collaborating with CCAP in the effort to develop and sustain the business process outsourcing (BPO) industry in the country, particularly in Voice BPO.  The invaluable contribution of CCAP in organizing and promoting the industry and fostering a dynamic business atmosphere has had a vital effect in generating fulltime employment for an estimated 406,000 Filipinos.  With continued partnership with CCAP we hope to double this figure and generate revenue of US $14.7 billion as well as increase the country’s global market share from 24% to 29%, and become #1 in other markets by 2016.

For its part, the DOST-ICTO will continue to work with its stakeholders, industry associations such as CCAP, and other government agencies, to coordinate the formulation of appropriate policies and the implementation of comprehensive inclusive programs to ensure the continued growth of this sector.  Through the exercise of its mandate, the DOST-ICTO will adhere to the Philippine Development Plan with the Philippine Digital Strategy 2011-2016 as a guide to continue its support to the contact center industry and the IT-BPO industry in a broad-spectrum.

The DOST-ICTO has five (5) major thrusts, namely: Improving the ICT Policy Environment, e-Government, ICT Infrastructure Development, Cyber Security, and the Continued Development of the ICT Industries.

ICTO’s Cyber Security agenda goes hand in hand with our eGovernment initiatives to improve the ICT policy environment.  In collaboration with other national government agencies, as well as our partners in the private sector, we are developing security policies and standards that are to be implemented across all government agencies.  Just recently, the ICTO acted as intermediary between CCAP, the Philippine Call Center Alliance and the Criminal Investigation and Detection Group (CIDG) in establishing a Technical Working Group to mutually address and define policies regarding Cybercrime and Rules of Engagement.

Under our ICT Industry Development, we are implementing six (6) key Programs: First is iTalent Development which aims to improve the availability and employability of talent in the Philippine labor pool; second is the Next Wave Cities Program that forsters the development of new prime areas for ICT investments; third the Domestic ICT Industry Development program to accelerate the growth of other segments of the ICT industry; fourth is the ICT-Enabled Creative Industries to boost the Philippines to a top-3 offshore destination for creative process outsourcing and create a name for the Philippines globally as a producer of high quality creative content; fifth is the ICT Industry Marketing Research Program and sixth is the Stepping Up the Value Chain Program to increase market share, expand market opportunities,  intensify talent development and amplify the quality of the industry in the various high growth segments of the IT-BPO industry.

Our support for the voice BPO industry will generally fall under areas such as industry capability, marketing and advocacy, and research and talent development.  For this year, we will support industry’s initiatives, in conducting workshops for IT, Operations, Finance and HR managers. We have also extended our support to this annually held event, as well as the hosting of a regional Leaders Expo this coming November with CCAP and its fellow members in the Asia Pacific Contact Center Association Leaders.  On talent development, we will also undertake the implementation of an Executive Development Program, starting with the pilot implementation of a Six Sigma Certification Program. Another project lined up is the development of a Road Map for the various high growth segments of the IT-BPO industry, one of which is the voice BPO sector, complementing the Industry Road Map 2016 that BPAP launched with ICTO’s predecessor in November 2010.

If you haven’t done so yet, please do visit our Next Wave Cities Pavilion in the exhibit area, there we showcase the Next Wave Cities Program as well as the various ICT councils comprising the National ICT Confederation of the Philippines that together with BPAP actively promote these Next Wave Cities to the BPO industry.

In closing, we in the government look forward to continuing and expanding our partnership with you to achieve our common goal to promote the Philippines as the country-of-choice for outsourced contact center services worldwide.

Once again, I congratulate the CCAP for organizing this foremost BPO trade show.  We look forward to continuing our collaboration as we approach 2020 and drive the Philippines to becoming the Future of Outsourcing.

 Mabuhay at Maraming Salamat!