|
|
|
BPO: Answer to Effective Channelisation of Government Schemes
BPO: Answer to Effective Channelisation of Government Schemes
|
| |
| Indian BPO industry model is internationally acclaimed for high quality assurance with identification of best practices, robust delivery mechanism and high capability domain expertise which can tackle the present quality issues efficiently and can yield high benefits by cutting down the redundancy within the system.
|
|
|
Wednesday, December 02, 2009:
Recently the government of Andhra Pradesh signed an MoU with Infosys to set up BPO centres across each of the 22 districts of the state. These BPO centres will primarily manage back office activities of various welfare schemes running in the state of Andhra Pradesh and also help the government in taking forward the programmes under “Society for Elimination of Rural Poverty”. The move is aimed at creating direct jobs for more than 1,000 people and estimated 1,400 ancillary employments.
|
Andhra Pradesh has thus become the first state in India to channelise rural human resources through BPO model towards achieving high economic growth in those areas. Apart from the need of creating employment in rural Andhra Pradesh, there are also major process efficiency and economic drivers that have influenced this decision. These drivers are present equally across the rest of India, and it would not be surprising to see more and more states following the Andhra Pradesh model.
Mitigating Government Welfare Scheme Challenges with BPO
Standardised process: The major rural welfare schemes run by all governments are supported by the district level machinery with the assistance of local service vendors. All these segregated local administrative bodies run the processes primarily in a decentralised manner that results in sub-optimal productivity. Once the BPO model is adapted, the processes would be streamlined and applied across centres thus creating a uniform process management to enhance overall productivity.
Quality assurance: Currently, there is lack of well-defined quality control that makes the operations inefficient. Indian BPO industry model is internationally acclaimed for high quality assurance with identification of best practices, robust delivery mechanism and high capability domain expertise which can tackle the present quality issues efficiently and can yield high benefits by cutting down the redundancy within the system.
Centralised monitoring: The current processes are run without a centralised surveillance system owing to lack of effective data management. This results in lack of visibility on progress and productivity of operations thus creating very little room for assessment exercise and subsequent corrective actions. Another major fall out from the lack of effective monitoring is the possibility of rampant corruption that cause adverse effects towards the benefits of the programmes. With the effective data management capability from BPO model, an expanded uniform window view can be created for central authorities to monitor rigorously and ensure control and compliance.
Scalability: All governments are presently expanding various welfare measures across the states either through launching new schemes, or extending coverage of existing schemes thus necessitating a high demand for scalability of the existing operations. Implementing the BPO model will streamline process management and speed up the setting up of new centres to match the high demands from the government.
Rural BPO Creates Maximum Value in Rural India
Running BPO out of rural India has been a fairly new concept that has emerged in the Indian domestic outsourcing landscape since it is a strategic ploy to achieve major benefits for all the associated stakeholders.
Social Benefits:
# Rising disposable rural income owing to employment and better living standard translating into higher Human Development Index
# Higher impetus for education in rural parts of the country through the showcasing of the employability in the BPO centre
# Faster growth in rural infrastructure due to the new business opportunities with possible Public Private Partnership models
# Relieve the loads of human migration into the metro cities facilitating the industrial and infrastructural growth
Business Benefits:
# Cost of employment becomes half of that in cities thus becoming more cost efficient for the operations
# Low attrition rate of employees translating into high knowledge retention and high savings on training
# Enhance the rural talent pool as prospective employee to be absorbed in the growing IT/ITES pool
Creating the Win-Win-Win Model
Setting up the BPO model out of the rural landscape is essentially a win-win-win model creating very high value for all the stakeholders including government, rural labour force and the BPO players. Owing to the inherent social benefiting model embedded with it, this BPO model will continue to have patronage from all spheres of government, corporate and society thus creating a significant future potential. In all likelihood, the model embraced by the Andhra Pradesh government will going to be the first of many.
Authors
1. Partha Pratim Bose works at Infosys BPO and presently engaged in developing business in the domestic outsourcing market.
2. Nikhil Gupta leads India Business at Infosys BPO and has been instrumental in setting up India Business at Infosys BPO. |
|
|
