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IT enabled Services

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IT enabled Services (ITeS)

July, 2010

Sector structure

The National Association of Software and Service Companies (NASSCOM) is the apex body for software services in India. According to its recently released publication-Strategic Review 2010, the IT-BPO sector's revenue as a proportion of the country's gross domestic product (GDP) has grown from 1.2 per cent in FY 1998 to an estimated 6.1 per cent in FY 2010. Further, NASSCOM predicts that the Indian IT-BPO revenues may touch US$ 225 billion by 2020.

As per the Strategic Review 2010, the BPO sector continues to the fastest growing segment of the industry and is expected to reach US$ 12.4 billion in FY 2010, growing at 6 per cent.

As per the annual report 2009-10 by the Department of Information Technology (DIT), the IT-BPO industry is expected to reach US$ 73.1 billion in 2009-10 as compared to US$ 69.4 billion in 2008-09, witnessing a growth of over 5 per cent.

Further, as per DIT, the ITeS-BPO is being seen as the fastest growing segment within the Indian IT-BPO sector and is predicted to reach export revenues of about US$ 12.4 billion in 2009-10 as compared to US$ 11.7 billion in 2008-09, growing at 6 per cent.

The domestic BPO revenue is expected to touch US$ 2.29 billion in 2009-10 from US$ 1.93 billion in 2008-09, registering a growth of 18.6 per cent, according to the DIT.

Moving up the value-chain

ITeS, which started with basic data entry tasks over a decade ago, is witnessing an expansion in its scope of services. It now offers services such as knowledge process outsourcing (KPO), legal process outsourcing (LPO), games process outsourcing (GPO) and design outsourcing, among others.

The Indian BPO sector has not only added scale in the last nine years, but has also matured significantly in terms of scope of service offerings, buyer segments served and service delivery models. Apart from achieving maturity in the horizontal segment, providers are increasingly developing vertical/domain specialisation to capture greater value.

According to the DIT, among the verticals serviced by India's IT/ITES-BPO industry those that account for the largest share of revenue are banking, financial services and insurance (BFSI)-41 per cent, Hi-Tech/Telecom (20 per cent), manufacturing (17 per cent), retail (8 per cent), with smaller contributions coming from media, publishing and entertainment, construction and utilities, healthcare and airlines and transportation. Important industry verticals being serviced by the BPO segment are insurance, retail banking, travel and hospitality, auto manufacturing, telecom and pharmaceuticals. Horizontals such as Customer Interaction and Support (CIS), Finance and Accounting (F&A) and Human Resource Management (HRM) are important areas in the BPO segment.

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