Overview of the ICT / BPO Skills Development in Kenya

Report
SKILLS DEVELOPMENT INITIATIVE BY THE GOK
Mary Kiguru|Director – International Center for Outsourcing
Project Coordinator, KeMU Consortium
September 17, 2013
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According to the report Seizing the Prize –
Driving BPO Sector Growth in Kenya, the
sector has the potential to generate Ksh45
billion and 20,000 direct jobs by 2014
(Gathara, 2010).
300,000 high school graduates
30,000 university graduates per year
Unknown number from tertiary institutions
BPO/ITES Center of Excellence
40%
Unemployment
67% unemployed are Youth
92% graduates seeking for paid employment
3%
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3% engage as business operators (NESC)
We don’t have a jobs crisis in the world, we have
a skills crisis (McKenzie)
BPO/ITES Center of Excellence
Academia
72%
Industry
42%
Graduates
ready for work
Graduates ready for
work
BPO/ITES Center of Excellence
An initiative of the ICT Authority (GoK)
 to develop international standard curriculum that will
set the benchmark for BPO/ITES workers in Kenya.
 Develop training capacity for the industry
 Create a coordination mechanism to promote
collaboration among stakeholders for joint approach in
addressing unemployment
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Industry + Academia
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UoN – Anchor Institution
KeMU Consortium – Training Partner
RIPA International – Training Partner
IBM – Strategic
BPO/ITES Center of Excellence
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Informed by BPO stakeholders through the
Kenya IT and Outsourcing Society (KITOS) and
the academia
Curriculum and content are based on
feedback received
Indication of the specific skills critical to
making Kenya BPO sector move forward
BPO/ITES Center of Excellence
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To facilitate further training of trainers for the
industry
Facilitate initial training (pilot)
BPO/ITES Center of Excellence
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CoE is hosted by the UoN
To build employable skills for the BPO Sector
Target:
◦ Youth directly from high school
◦ Youth in college/university
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50 participants in the pilot training
BPO/ITES Center of Excellence
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Five day training for the industry on soft skills
Skills training
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People management
Attitude training
Customer management
Soft skills for the BPO/ITES industry
From the industry
◦ 10 BPO’s represented
BPO/ITES Center of Excellence
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Marketing the Program
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Identify the strength for Kenya
◦ Unknown to the youth
◦ Its potential not recognized
◦ Need for sensitization
◦ Which areas to concentrate on??
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Plan the program for different entry levels
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Software development
Contact Center services
Backoffice
Technical Support
Internet security
Agent level
Expert Level
Specialist Level
Team Leaders & Managers
Modular offering of the program
BPO/ITES Center of Excellence
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International Center for Outsourcing Studies
at KeMU
Offering BPO Certification Institute (BCI)
programs
Certified Ethical Hacker (CEH)
Target group
◦ Working people
◦ First training at Diploma+
BPO/ITES Center of Excellence
Center of Excellence in BPO/ITES Training
Kenya ©2012/13
An Initiative of
ICT Authority
CoE Consortium
University of Nairobi
Kenya Methodist University + BCI + QAI
RIPA International
IBM
BPO/ITES Center of Excellence

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