Business process outsourcing provider Serco has won a contract to provide shared services to over 50 government departments within the United Arab Emirates.
For this contract, the BPO has partnered with Abu Dhabi Systems & Information Center (ADSIC) and is expected to commence in First Quarter of 2014 and is for an initial term of four years. The deal will see Serco initially provide citizen contact and issue resolution management in the public services realm.
Serco has created a delivery facility in Al Ain, the second largest city in the Emirate of Abu Dhabi for ADSIC. Under this new partnership, Serco will provide contact center and support services on a unique multi-channel basis, including voice, email and web chat. Serco will provide employment to over 100 UAE nationals.
The center will offer services in both Arabic and English consolidating its foothold in the region with over 3000 dedicated employees serving Middle East clients.
The Abu Dhabi Systems & Information Center (ADSIC) was formed by the Abu Dhabi Government and its mission is to enable the modernization of government services through Information Technology, using multiple channels of delivery. It envisions a high-performance government delivering world-class services to its citizens.
Susir Kumar, chief executive, Serco Global Services, said, “Serco brings forth substantial expertise in the transformation of customer contact services, operational excellence and cost efficiency whilst maintaining the highest levels of customer service.”
Serco’s global BPO business has witnessed a growth of 40 percent over last year.
“Serco’s solutions are supported by deep insights and process expertise that will enable ADSIC to realize its vision of being a comprehensive platform for streamlining governmental procedures and delivering customer-oriented services in an effective, efficient and user-friendly manner,” said Bhupender Singh, CEO of Serco Global Services – Asia, Middle East and Australia (AMEA).
The Middle East BPO market is estimated at £1.75b and growing at about 17 percent, according to Datamonitor.
The United Arab Emirates (UAE) and the Kingdom of Saudi Arabia (KSA) are the two largest BPO markets in the Middle East region and together represent three-quarters of the market.
Since the formation of Serco’s BPO division, Serco has added significant capability in the fast growing, Middle East BPO market, broadening Serco’s customer and geographic reach, the company said.