Evolving Skills IT-BPM Industry

Penny BongatoExecutive Director – Talent Development

8.9 11.0 13.2 15.8 18.0 20.5 22.9 24.5 27.1 29.832.6

35.538.9

527

640

777858

9581,044

1,1461,250

1,3591,467

1,5771,689

1,800

0

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2010 2011 2012 2013* 2014* 2015* 2016e* 2017p 2018p 2019p 2020p 2021p 2022p

FTEs

('0

00

)

US$

Bill

ion

s

Revenue Employment

Enabling Conditions

Upgrade

Talent

Ecosystem

Maintain

Competitive

Incentives

and

Regulations

Strengthen

Industry

Association

Develop

Infrastructure

in Next Wave

Cities™

Sustain High

Business

Confidence

Pivot to

Higher Value

Services

$ 102 Billion by 2022

$ 147 Billion by 2022

$ 249.4 Billion by 2022

$ 67 Billion in 2015$ 99 Billion in 2015

$ 99 Billion in 2015

IT SERVICES BPM SERVICES

Digital Marketing

A digital organization that uses

technology as a competitive

advantage in its internal and

external operations, potentially

redefining its business model,

processes and customer

interface a wider array of

outsourced services

Convergence of Big Data Analytics, Internet of

Things along with expanded computing power

& storage

1. Digital Transformation 2. Automation & AI 3. New Delivery Models

Combination of technologies such as robotics

process automation, artificial intelligence &

machine learning

Enables organizations to achieve

higher levels of efficiencies by

automating entire or partial

workflows and processes.

Applications are widespread,

from collecting and analyzing

data to enabling basic customer

response and possibly even

complex tasks

Delivery of IT services hosted over the internet

transforming compute resources into a utility

Resources are measured at a

granular level, allowing users to

pay per use for the resources

and workloads they use. Cloud

services facilitate mobility by

allowing employees, especially

remote workers to access data or

their files from anywhere anytime

3 MAJOR TRENDS IN

TECHNOLOGY CONVERGENCE

2016

High Skill (15%)

(169k)

Mid Skill (38%)

(452k)

Low Skill (47%)

(525k)

ADJUSTING TO THE IMPACT

Following specific skills are identified to be critical to embrace new roles / opportunities in a technology-transformed IT-BPM industry

General Skills

• Critical / Design Thinking

• Project Management

• Basic analytics knowledge (at least SQL)

• Statistical and Quantitative Analysis

• Data visualization

Contact Center

• Big Data Project Managers

• Natural language processing

• Collaborative internet architectures

• Decision support systems performance evaluation

• Machine Learning and Data Mining

Information Technology

• Computer System Analysts

• Computer and information Research Scientists

• Python programming

• Functional industry expertise (core process)

• Natural language processing

• Entrepreneurship & Business Management

Following specific skills are identified to be critical to embrace new roles / opportunities in a technology-transformed IT-BPM industry

Health Informatics

• Health information management

• Functional skills (Radiology, Pharmacology)

• Clinical informatics

• Health chemo-informatics

• Nano-informatics

• Principles of evidence-based clinical practice

Gaming and Animation

• Virtual reality development experience

• Augmented reality constructs

• Network integration and programming

• Entrepreneurship & Business Management

Shared services

• Mix of skills required with other sectors

• Especially skills required for contact center and IT

WHAT IS THE INDUSTRY DOING?

IMPACT OF

TECHNOLOGYHUMAN

CAPITALINCLUSIVE

GROWTH

ROLE OF

GOVERNMENT

COUNTRY

COMPETITIVENESSSMEs &

START-UPS

HIGH IMPACT PROGRAMS

High Impact ProgramsHuman Capital &

Impact of Technology

12

HUMAN

CAPITALIMPACT OF

TECHNOLOGY

Build an industry-led IT-BPM talent

attraction ecosystem; career

progression path, skill mapping and

advocacy

Create more high quality and

effective skill development avenues

through evaluation, accreditation &

ranking

Enhance Service Management

Program (SMP to SMP+) targeting

specific subsectors and mid / high

end skill development with HEPP

Create sustainable long-term

funding mechanism for human

capital development activities,

tapping on to more sources

Embark on a nationwide effort to

enhance English proficiency and

STEM across early stage

education, near hire, and existing

workforce

Establish a program to upskill

existing manpower in specialized

competency areas

Human Capital and Impact of Technology:

Career Map

14

HUMAN

CAPITALIMPACT OF

TECHNOLOGY

Build an industry-led IT-BPM talent

attraction ecosystem; career

progression path, skill mapping

and advocacy

15

Program Objectives and Deliverables

2. Develop a Career Guide for each IT-BPM industry (i.e.

representing verticals: Healthcare, Finance, IT, Animation

and Gaming). Identify the jobs, skills & certifications

required to traverse the outlined career paths associated

within the interactive career path.

3. Create an online interactive career map based on the

career guides developed for the IT-BPM Industry

Attract

career/job

seekers to

the IT-BPM

Industry by

having

career clarity 4. Create a marketing campaign to direct job seekers to

use the online career map, which could include,

incentivizing companies and applicants to increase views

of the Career Map and applications to IT-BPM Jobs.

1. Conduct a Talent Demand – Supply Study that will

define the current as well as the future landscape to talent

requirements of the industry

16

Sample Career Map Customer Interaction Specialist

Customer Interaction Specialist

Subject Matter Expert Report and AnalyticsQuality Information

Auditor

Customer Interaction Lead

Report and Analytics Lead

Quality Information Lead

Customer Interaction Manager

Report and Analytics Manager

Quality Information Manager

Country Director/GM

Head of Business Unit

Entry

Transition

Middle Mgt.

Executive/Director

17

Program Objectives and Deliverables

• Develop a marketing strategy as part of the partnership with the skill matching

platforms

• Develop a promotional event in collaboration with member companies to promote

the use of the career map

Career Talks/Fairs

Job Fairs

Industry-academe partnerhips

4. Create a marketing campaign to direct job seekers to

use the online career map, which could include,

incentivizing companies and applicants to increase views

of the Career Map and applications to IT-BPM Jobs.

Attract career/job

seekers to the IT-

BPM Industry by

having career

clarity

18

SMP Plus

• 5.7 M for SMP-Plus

• CHED issued Provisional Notice Award

19

SMP Plus

Objectives:

• Train faculty on the conduct of Service Management Plus among HEIs within the geographic reach of IBPAP Next Wave Cities

• Ensure fulfilment of faculty responsibilities in course delivery and assessment

• Produce graduates / talent supply resource for the IT-BPM industry

20

SMP Plus

Specialization Tracks

Mobile

ApplicationsDevelopment

BusinessAnalytics

Java Programming

MedicalCoding

21

Mobile Application Development

• Building applications for mobile devices

• Games development

22

Mobile Application Development

Modules:Programming Fundamentals

Mobile Application & Technologies

Web Application & Technologies

Web/Mobile Project

23

Java Programming

• Application development as a service in the IT-BPO industry

• Awareness on the critical skills needed in configuring and evaluating platforms, tools, design, programming and developing an

application for the target market/client.

24

Java Programming

Modules: Intro to ICT Systems Development

Core Java

Enterprise Java I

Project

25

• Fundamentals of medical coding• Working on real-world medical cases

and charts • Learn how to extract the most

relevant information that are needed for decision making.

Medical Coding

26

Medical Coding

Modules: Medical Terminologies

Medical Coding 1

Medical Coding 2

27

• Workshop in business process outsourcing (BPO) as applied to business intelligence and data analytics.

Business Analytics

28

Business Analytics

Modules: Fundamentals of Business Analytics

Fundamentals of Enterprise Data Management

Analytics Modelling

Analytics Techniques and Tools

IT-BPM Industry-Academe Partnership

Closing the Gap

30

ITBPM Industry-Academe Linkage

Partnership Objective Outcome

Practice of

Partnership

Promote, incentivize

industry-academe

partnership practice 1

• Documented

partnership models

• Sharing of practice

among ITBPM

companies

Formalize

Partnership

Develop pro-forma

partnership

instrumentation or

template

2• Signed Memorandum

of Agreement /

Understanding, and/or

• Scope of Work

Managing

Partnership

Project Management

System based on

metrics of successful

partnership

3• Sustainable

partnerships for

replication and

expansion of practice

Outcome

1• Documented partnership practices

• Sharing of practice among ITBPM

companies

Industry-Academe Practice Parallelism

learning & development

Innovation & solutioning

career practice & experience Career

Promotion

teaching & learning

research & development

practice & experience

Academic Practice Industry Practice

Practice of Partnership

teaching &

learning

Curriculum Intervention:12 – 15 units Specialization (Elective) coursesAdoption of Company L&D on-boarding programsIndustry Certification in curriculum (integration or credits)

Industry Practitioner as: Resource person (seminars)Part-time Instructor Team teaching instructor

Industry as Member of Advisory Board

Academe-Industry Partnership as Business Model: Industry BoardMission-centric on I-AGoal is strategic to placement and employment

learning &

development

Corporate Universities:Degree and Diploma outsourced to Academic Institution

Faculty Immersion

Practice of Partnership

Outcome

1• Documented partnership practices

• Sharing of practice among ITBPM

companies

research &

development

innovation &

solutioning

Pure ResearchExample: Machine Learning (may be used for Business Intelligence)

Development & innovation:Project-based learning for Business Solutioning Service Innovation

Practice of Partnership

Outcome

1• Documented partnership practices

• Sharing of practice among ITBPM

companies

practice &

experience

career practice & experience

Career

Promotion

Project-based Learning

2- term or 1 Semester internship

Career Placement

Career Portal

Assessment & Certification

Industry Career Mapping

Boot Camp

Practice of Partnership

Outcome

1• Documented partnership practices

• Sharing of practice among ITBPM

companies

Upskilling/Reskilling

36

HIP: Upskill and Reskill Objective

Establish a program to upskill or reskill existing manpower to move up the value chain and not be redundiated by automation or digital technologies.

37

Objective

Establish a program to upskill/reskill existing manpower to move up the

value chain and not be redundiated by automation or digital technologies.

Focus is on DIGITAL technologies. This can be achieved through:

Conferences (e.g. if companies are bringing in SMEs to upskill their

staff, a separate session can be arranged to cater to other companies

who will pay on a per seat basis)

Lectures/Learning Sessions

Center for Continuing Education (e.g. ADMU CCE, DLSU S&T)

Online

2

3

1

Impact of Technology: Upskill/Reskill

4

ID Skill and Audience

Awareness Campaign

Design and Build Learning Programs

Deliver

Monitoring

38

Typical Upskill/Reskill Process

Month 1 Month 4 Month 12Month 6

Conferences

Lectures

Formal Courses E-Learnings

Delivery Method Recommended Duration

Description

1. Conferences 1-2 hours Companies bringing in SMEs can be invited to conducted 1-2 hours talk.

2. Lectures and Learning Sessions

3-4 hours In depth lecture and learning session on a specific topic.

3. Designed Courses 10-15 hours or longer

Administered by an educational or training institution. Typically results to a non-degree diploma.

4. E-learnings and Webinars

Self-paced or facilitated online training

39

Delivery Methods for Upskill and Reskill

Month Topic 1 (Host) Topic 2 (Host)

September Design Thinking (Cross, IT) Data Analytics (CC)

October AI (IT) Bio-informatics (Health)

November Cyber-security (IT) Augmented Reality (Game and Animation)

December Machine Learning (Cross, IT) Data Visualization (Cross, CC)

40

Talk Topics (Proposed)

8.9 11.0 13.2 15.8 18.0 20.5 22.9 24.5 27.1 29.832.6

35.538.9

527

640

777858

9581,044

1,1461,250

1,3591,467

1,5771,689

1,800

0

400

800

1200

1600

2000

0

10

20

30

40

50

2010 2011 2012 2013* 2014* 2015* 2016e* 2017p 2018p 2019p 2020p 2021p 2022p

FTEs

('0

00

)

US$

Bill

ion

s

Revenue Employment

Enabling Conditions

Upgrade

Talent

Ecosystem

Maintain

Competitive

Incentives

and

Regulations

Strengthen

Industry

Association

Develop

Infrastructure

in Next Wave

Cities™

Sustain High

Business

Confidence

Pivot to

Higher Value

Services

Thank You