INDIAN INSTITUTE OF MANAGEMENT SHILLONG

Dr. APJ Abdul Kalam Centre for Policy Research and Analysis presents e-Symposium on

Emergent North-East India:Strategic and Developmental Imperatives in

The BPO SectorFor participation, register here

Dr APJ Abdul Kalam Centre for Policy Research and Analysis is hosting an e-Symposium titled “Emergent North-East India: Strategic and Developmental Imperatives – The BPO Sector”. The e-Symposium is on the BPO sector with specific emphasis on problems and prospects of BPO industry in North Eastern Region (NER). The e-Symposium will deliberate on necessary development discourses for the sector in NER emphasizing implementation challenges by bringing together government officials, industry leaders, leading BPO practitioners, and other stakeholders of the industry. The insights and discussions held from this conference will provide a crucial cornerstone to further the process of drafting policy suggestions for this sunrise industry in NER.

Prologue

BPO is a business practice of contracting the non-primary business activities or functions to a third party vendor. It is the delegation of one or more IT – intensive business processes to an external provider which in turn owns, administers and manages the selected processes. Simultaneously emerging technologies like Artificial Intelligence, Machine Learning, Blockchain, Cloud technologies, and other cognitive technologies have been vastly transforming the structure the BPO industry.

In the contemporary world, outsourcing services from preferred offshore locations has turned out to be a prominent component of international trade and services. BPO is one of the most widespread outsourcing strategies across different industries. The Indian IT-BPO industry has created global footprints through its world-class outsourcing services. India now has around 36%, worth an estimated $28bn, of the global share of BPOs and is expected to grow to $54bn

Background

The idea behind these policies was to persuade top players in the sector to look at NER as their next destination as well as to inspire local entrepreneurs to venture into the sector. However, there are only a few BPO companies as of date operating in a limited number of towns of NER like Guwahati, Imphal, Kohima, Shillong, Agartala, etc. Though the NEBPS scheme was envisioned as a path-breaking initiative to bolster IT-led growth in the NER region, it is yet to gain mass popularity among concerned stakeholders. In this context, the promotion of Rural BPOs can also ensure greater penetration of BPOs towards the hinterlands of the NE/country. Rural educated youths can find decent employment without migrating to urban clusters. The thrust of the rural BPOs would revolve around servicing local clients and some even in vernacular languages.

Significant Policy Intervention

by 2025. In response to the rising competition from some neighboring countries, India is focusing on high-end segments in the BPO sector. It is offering a wide range of specialized services to retain its position as preferred location. However, North Eastern Region (NER) has been slow in tapping the opportunities from the IT-BPO sector till date. Meanwhile, a considerable size of educated human resources from NER is employed under different sections of BPO sector in big cities of India such as Delhi, Gurgaon, Mumbai, Bangalore, Kolkata, Hyderabad, Pune and Chennai.

In recent years, the government has earmarked many incentives, including tax holidays and competitive duty structures under different schemes applicable over the entire country (inclusive of NER). The focus of almost all the initiatives rests on the ideas of equitable digital accessibility and uniform regional development in ICT infrastructure among all the states. Some of such significant policy interventions are as follows:

• NationalPolicyonInformationTechnology(2012),

• IndiaBPOPromotionSchemeorIBPS(2014)underDigitalIndiaprogram,

• NationalDigitalCommunicationsPolicy(2018),

• NationalPolicyonSoftwareProduct(2019).

Additionally,GovernmentofIndiahastriedtobringinappropriatepoliciesfortheregion:• TheNorthEastBPOPromotionScheme-NEBPS(2015),and

• theDigitalNorthEastVision2022(2017)

The aim of the e-symposium is to deliberate upon various aspects of BPO sector with special reference to NER. It is expected to highlight the strengths and advantages as well as the disadvantages and challenges affecting the growth of BPO sector in NER. In addition, the e-Symposium intends to identify strategies to boost this sector through suitable policy interventions.

The e-Symposium aims at understanding:

• CriteriaforaprospectiveBPOdestination

• ManpowerrequirementsfornewventuresunderBPOsector(typesofskillsandexperiencesrequired)andtheneedforreskillingandskillupgradation

• PotentialofNERasaBPOdestinationincludingRuralBPOs

• PolicyinterventionsforpromotingBPOsinNER

• Initiativesbytradeassociations(NASSCOM,CII,etc.)

• ChallengestoBPOindustryinNERandtheroadahead

Thrust Areas of the e-Symposium

Key BPO themesA Brief of BPO Sector in NE

Project Designing & management

Dataprocessing&conversion

MedicalTranscription

BFSIServices

s-GovernanceServices

Finance&Accounting

LegalProcessOutsourding

SpecializedConsulting

Procuremenr&e-Commerce

ProjectDesigning&nmanagement

Voice-BasedCustomersupport/Telemarketing

TypesofBPOServices

The size of business enterprises in this innovative and rapidly evolving industrial sphere is very limited in the region. The services delivered by the few operational the BPO units in NER states are mostly confined to low-end back-office services, particularly voice-based customer support services. Given the terrain of the region, where heavy industries may not be possible in most parts, BPO sector has great potential to thrive and provide the much-needed employment opportunities in this region. There is thus an urgent need to enhance the number as well as the level of BPO services from the region.

It is essential to strengthen the entire set of supporting infrastructure for setting up as well as sustaining a viable BPO industry. A sturdy physical infrastructure in terms of power supply, adequate office space, transport connectivity and other amenities combined with a reliable communication infrastructure in the form of high bandwidth facilities play a decisive role in the emergence of a BPO industry. In addition, the availability of required manpower for running an effective BPO at any location cannot be underestimated. Different segments under the BPO industry demands different sets of educational qualifications, skills, and expertise. With rapid changes in the BPO industry, the availability of adequately skilled human capital is a must. Enabling proper policy support by the government is another vital cog in the wheel.

ThecreationofasustainableBPOindustryintheregioncanresultfrom

• Nurturing local entrepreneurs,• Attracting major national and global players.Encouraging native entrepreneurs to venture into this dynamic industry can unlock hitherto unutilized business capabilities of the region.This will call for suitable training and handholding of local businessmen and interested youth. However, to unleash the potential of the BPO industry in creating the next wave of large-scale employment for the local youths of the region, large national and global BPO players will need to be encouraged into the region. This, in turn, necessitates bold policy interventions on the part of both the Central and the State governments. Rather than continuing fiscal and non-fiscal incentives under different schemes, there is a need for a higher emphasis on the demands/requirements of entrepreneurs and BPO practitioners. Promotion of the idea of ‘Rural BPO’ can also be a way to secure larger participation of small-scale local entrepreneurs with special provision for financial resources by government or through Public-Private-Partnership avenues. Simultaneously, building sufficient physical, communication,and manpower infrastructure are crucial for attracting established national or global players.

BPO across various domains in NE

The Conceptual Framework

Role of IIM Shillong in the development of the North Eastern region of India

Dr. APJ Abdul Kalam Centre for Policy Research and Analysis, IIM Shillong

The Dr. APJ Abdul Kalam Centre for Policy Research and Analysis is envisioned as a proactive embodiment of the philosophy of the late President Dr. APJ Abdul Kalam, of levering knowledge, technology and humanism to achieving Sustainable Development while also ensuring the goals of a just and equitable Social Order. The Centre was the outcome of a tripartite agreement between the Indian Institute of Management, Shillong and Ministry of Development of North Eastern Region (MDoNER) and North Eastern Council (NEC) signed on 15th October 2016. The Centre aims to emerge as a state-of-the-art resource Centre to assist the states of North East India in planning their projects adequately, promote innovations and function as a repository of data and best practices in the region and make policy recommendations.

Currently, the policy-related work in the development planning of six critical sectors in the North East states is in progress, viz., logistics, tourism, horticulture, handicraft, handloom and business process outsourcing. The Centre covers all the critical areas of development planning, policy formulation, strategizing and analysis. The Centre aims to emerge as a catalyst for development through action research and analysis. It strives to emerge as an innovation and knowledge hub that will help achieve Sustainable Development of the region. This is expected to be achieved with the inculcation of universal human values, an awakening of indigenous sensitivity and celebration of natural as well as cultural diversity. Further, the Centre would network with various institutes throughout the country and North-east and establish an institutional network to make policy recommendations.

Located in the green contours of North Eastern part of the country, IIM Shillong, which commenced operations in 2008, remains committed to its goal of excellence in management education and research to evolve into a nationally and internationally recognized educational institution.

Indian Institutes of Management (IIMs) had been declared as institutes of National importance by the Central Government of India. This brings incredible pride to IIM Shillong along with tremendous responsibility and expectation. Being the only IIM in a region comprising eight states, the responsibility and expectation get compounded exponentially. Normally the mandate of IIMs is to scour for some of the best talent available through a national level selection procedure that is globally considered as one of the toughest. Selected candidates are then groomed, skilled and educated to emerge as responsible leaders with a difference. This exercise is a grueling task that demands the allocation of major resources. IIM Shillong, in addition to this primary function, has added the task of developing the vast and complicated Northeast region of India through the creation of dedicated efforts that speaks volumes about the priorities and principles of this Institute. With a commitment towards the development of the region, IIM Shillong started the Centre for the Development of the North Eastern Region (CeDNER) in 2008, the very year the Institute was born. The Centre is a reflection of the commitment and resolve of the Institute to spearhead a proactive role in the development of the region that is considered beautiful, vast and remote and with a lot of potential for development and growth. IIM Shillong strives to contribute to the inclusive and sustainable development of the northeastern region and in this pursuit, the Institute set up the Dr. APJ Abdul Kalam Centre for Policy Research and Analysis in 2016

Session PlanIIM Shillong e-Symposia Series

Time Event

1.00-1.10PMIntroduction to the current episode of eSymposiumShriNitinSharma, Member BoG, IIM Shillong

1:11-1.25PMNER as prospective BPO destinationShri.SyedainAbbasi, IAS, Addl. Chief Secretary (IT), IT Department, Government of Assam

1.26-1.40PMBPO and Human Capital: Manpower requirements for a successful BPO and NERShri.SrikanthSrinivasan, Senior Director & Head – Membership and Outreach, NASSCOM

1:41-1.55PM

1:56-2:10PM

Challenges to BPO in NER and Possible Remedies• Shri.BalajiThiagarajan, CEO, TechDigital Corporation• Shri.NayanjyotiBhattacharya, MD & CEO, Anjaybee Group

2.11-2.35PMValedictory AddressShri.SanjayDhotre,Hon’ble Minister of State for HRD, Communication, Electronics & IT, GoI

2.35-2:40PMVote of ThanksProf.BasavRoychoudhury, Sector Coordinator, BPO

Technical Session

Session: 1:00 -2:40 pm

Time Event

10.30-10.55AM Registration

11.00-11.02AMe-Symposium Initiation

Prof.KeyaSenguptaCentre Coordinator, Dr APJ Abdul Kalam Centre

11.03-11.10AMWelcome Address

Shri.ShishirBajoriaChairman, Board of Governors, IIM Shillong

11:11–11:30AMPicturing a BPO Destination

Shri.SanjayMehtaFormer MD & CEO, Teleperformance India

11:31-11:50AMMarketing NER as BPO Destination

Shri.SalilAgrawalPresident, IIMAGES

11:51-12:10PMThe BPO Journey in India and NERDr.OmkarRaiDirector General, STPI

12:11-12:40PMChief Guest

Shri.ConradKSangmaHon’ble Chief Minister, Meghalaya

12:41-12:45PMVote of Thanks Prof.D.P.GoyalDirector, IIM Shillong

EmergentNorth-EastIndia:StrategicandDevelopmentalImperativesinBPO

10:30 am - 12:45 pm, 31st July, 2020

Expected outcome

This virtual forum is aimed at understanding the current scenario of the BPO industry in NER with respect to the national IT-BPO industry, its potential drivers and processes, and, its contribution towards state economies. It is also aimed at understanding the way forward in order to promote BPO as mass employment generating industry for the unemployed youth of the region.

The success of this e-Symposium largely depends on understanding from the practical experiences and respective perspectives of the invited speakers. The virtual gathering is aimed at identifying the major imperilments towards sustainable development of the BPO industry in NER. Outcomes expected are:

• Contemporary assessment of the sector requirements in general and region-specific aspects

• Identification of priority intervention areas involving key stakeholders

• Identification of potential strategies and actions for scaling up BPO industry in NER

It is expected that discussions emerging from the e-Symposium will help the Centre in assisting the NE states with effective policy suggestions for a sturdy BPO industry at place. The idea would be to find possible impact pathways through exchange of knowledge, information and practices, and review of enabling schemes and policies.

Organising Committee• Prof.KeyaSengupta,

Centre Coordinator, Dr APJ Abdul Kalam Centre

• Prof.BasavRoychoudhury,Sectoral Coordinator: BPO

• Prof.BiplabBhattacharjee, Sectoral Co-Coordinator: BPO

• DrBhaskarKumarKakati, Centre Manager, Dr APJ Abdul Kalam Centre

• Ms.SimiSharma,Research Assistant, Dr APJ Abdul Kalam Centre

Registration Participants

For participation, register here The event aims to involve all the stakeholders in the BPO sector. They include representatives of states, representatives from the Ministry of Development of North Eastern Region (MDoNER) and the North Eastern Council (NEC), representatives from the Industry, experts on BPO Sector, academicians, and all the stakeholders from various related institutions that are active in the north-east region.

IndianInstituteofManagementShillongMayurbhanj Complex,

Nongthymmai, Shillong – 793014

Phone: +91 364 – 2308145 / 8000, +91 - 81319 83051

Email-id: apjcentre@iimshillong.ac.in

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