global it-bpo outsourcing deals analysis · global it-bpo outsourcing deals analysis is a quarterly...

Global IT-BPO

Outsourcing Deals

Analysis

2Q14 Analysis

April – June 2014

July 2014

1© 2014 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services.

No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights

reserved.

About Global IT-BPO Outsourcing Deals Analysis

Global IT-BPO Outsourcing Deals Analysis is a quarterly analysis of IT-BPO outsourcing contracts

signed across industries and geographies, with a total contract value (TCV) of USD 5 million and above

per deal. The KPMG Shared Services and Outsourcing Advisory (SSOA) publishes this analysis every

quarter.

Methodology & limitations of the study:

The KPMG analysis and findings presented in this report are based on select third party deal database

including publicly available outsourcing data as identified throughout this presentation. It does not

include contract information gathered from KPMG Sourcing Advisory business engagements.

The count and value of the deals may vary notably in reality and is only indicative of market movements

and trends in the IT-BPO space. Readers are requested to use their discretion while assessing the

global IT-BPO market accordingly

For more information on this market research please get in touch with Shailesh Narwaiye

([email protected]).

mailto:[email protected]

Contents

Section 1: Global Deals – An overview

Section 3: IT-BPO Outsourcing Outlook

Section 2: 2Q14 Deal Analysis

Section 1

Global Deals – An overview



reserved.

2Q14 KPMG Global Business Services Pulse SurveyMarket Overview

Download KPMG’s Global Business Pulse Survey at:

http://www.kpmginstitutes.com/shared-services-outsourcing-institute/insights/active/2Q14-sourcing-advisory-global-pulse-report.aspx

Macro trends Current market trends

While economic growth levels are tepid in most major

industrialized markets and slowing in the BRICs, skills

shortages and access to qualified talent remains a

predominant driver as well as challenge for global sourcing

efforts.

GBS, integrating on an end-to-end scale, onshore, near, and

offshore shared services and outsourcing, is the predominant

means through which organizations address management

of global operations.

Most organizations’ GBS capabilities are immature in areas

such as process management, governance, talent

management, and the use of data and analytics. Explicit

efforts to drive GBS maturity are the norm, though primarily

among more experienced and sophisticated GBS users.

Traditional generic and transactional outsourcing

continues to commoditize. Cloud and client maturity are

major drivers for this, especially in IT. Buyers are seeking

more platform solutions tailored to specific industry,

geographic, and regulatory needs.

There is a growing bifurcation between “leaders” and

“laggards” in the service provider market based on industry

and business process experience and diversity of services

mix, including cloud and analytics.

Drivers for GBS efforts continue to expand beyond just cost

reduction efforts to focus more on the delivering of

meaningful and differentiated business benefits such as

enabling more efficient M&A efforts, driving new market

penetration, or enabling process improvement efforts.

Organizations have many priorities in their GBS and service

delivery improvement efforts. These include enabling more

end-to-end process ownership, integration of GBS efforts

across functions, and better integration of shared services

and outsourcing efforts under the GBS umbrella. Achieving

these priorities is key to driving GBS maturity and capturing

sought-after business benefits.

More standardized IT applications and systems can enable

an integrated IT environment that is critical to creating more

integrated and end-to-end GBS operations across functions,

geographies, and business units. Key to enabling this

standardization is greater integration of IT operations into

the GBS organization as well as formalized joint governance

structures.

Demand for third-party business and IT services, including

outsourcing, remained solid in the quarter. Many service

providers, however, cite weakness in demand expectations

for the balance of 2014 concerns around maintaining

targeted profitability levels in existing accounts and

contracts.

http://www.kpmginstitutes.com/shared-services-outsourcing-institute/insights/active/2Q14-sourcing-advisory-global-pulse-report.aspx



reserved.

Source: IDC (www.idc.com), Contract Database, Jul 2014, Research & Analysis based on the IDC contract database

In 2Q14 (April – June 2014), 262 ITO contracts worth USD 25.6 billion and 41 BPO contracts worth USD 2.3

billion were signed worldwide

IT Bundled Services and Other BPO Services contributed USD 13.7 billion and USD 977 million

respectively and were the largest procured services globally within ITO and BPO outsourced

services respectively

Globally 13 IT-BPO bundled deals were signed in 2Q14 with contract value worth

USD 1.2 billion

In terms of value, approximately 58 percent of deals by value originated from the United States,

followed by Italy at 10 percent. The United Kingdom, France and Germany were the other key

outsourcers

Government and Defense sectors continue to be the top consumer of IT-BPO services contributing to 34

percent and 18 percent respectively in terms of value of all outsourcing deals signed in 2Q14

Average annualized contract value in 2Q14 was USD 20.2 million as compared to USD 20.1 million during

2Q13 showing negligible growth between the two quarters

After a slight decrease in the average deal tenure in 1Q14 as compared to 4Q13, the tenure

had an increase from 3 years and 10 months in 1Q14 to 4 years 6 months in 2Q14

The SummaryKey Messages



reserved.

32.4

21.3

39.1

28.2 22.7

36.5 35.3

55.9

20.3

43.9 53.3

28.0 25.229.1

430

325368

341292

354

428

516

299

426422

326259

316

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2

2011 2012 2013 2014

Value (USD billion) No. of deals

Global Quarterly Deal MovementsSnapshot

Quarterly movements of global IT-BPO deals*

• 2Q14 witnessed an overall growth compared to past two quarters, however, as compared to 2Q13 there is

a 34 percent decrease in total value of deals while the number of deals decreased by 26 percent over

same period

• The average deal value decreased by 11 percent compared to 2Q13, a change driven by very few deals of

size more than USD 500 million

Deal Value No. of deals

2Q14

2Q132Q13

2Q14

-26%-34%

Total Deal Value

USD 150.4 billion

Total Deal Value

USD 120.9 billion

+24%

Number of Deals

1,590+9%

Total Deal Value

USD 145.5 billion -3%

Number of Deals

1,473

-7%

*The term deals is interchangeably used with contracts throughout the analysis unless otherwise specified. Deals analyzed are global sourcing contracts of size USD 5.0 million and above only.


Number of Deals

1,464



reserved.

5,083

6,498

8,579

6,371

3,500 5,500 7,500 9,500

2Q11

2Q12

2Q13

2Q14

Total Annualized Contract Value (USD million)

Annualized Contract Value (ACV)Q-o-Q Comparison

Annualized* contract value comparison per quarter

• Total annualized contract value has decreased by 26 percent as compared to 2Q13. However, average

annualized contract value remained nearly same over the same period

• There was a nominal change in average deal tenure with tenure being 4 years 6 months in 2Q14 as

compared to 4 years 7 months in 2Q13

* Annualized contract value = ( total value of a contract / tenure in months ) x 12

Contract value for contracts having tenure less than 1 year is considered as annualized value for the analysis. Graph is not to scale and

only represents the division across different parameters


Average annualized contract value (USD million)

Average tenure per contract

Note: All values in USD million unless otherwise specified

32% increase

26% decrease

28% increase

Minimum annualized

contract value

Maximum annualized

contract value

0.1% increase

690.9

657.1

0.86

0.50

4 years 7 months

20.14

18.41

2Q13

2Q12

389.60.44

2Q14

20.16

4 years 6 months

5 years 6 months

331.30.95

15.64

2Q114 years 2 months



reserved.

Sector

2Q13->3Q13 3Q13->4Q13 4Q13->1Q14 1Q14->2Q14 2Q13->3Q13 3Q13->4Q13 4Q13->1Q14 1Q14->2Q14 2Q13->3Q13 3Q13->4Q13 4Q13->1Q14 1Q14->2Q14

Automotive & Aerospace 5% 933% -86% 2153% 0% 60% -50% 50% 5% 545% -72% 1402%

Banking & Financial Services 353.0% -43% -41% -5% 90% -34% 8% -7% 139% -14% -45% 3%

Defense -24% -55% -81% 195% -39% -37% -78% 213% 23% -29% -11% -6%

Energy & Utilities -53% 72% 34% 39% 29% -11% -44% 0% -63% 93% 138% 39%

Government 400% -74% -51% 277% 104% -54% -5% 75% 145% -43% -49% 116%

Insurance -92% 2445% -67% 54% -89% 700% 13% -56% -26% 218% -71% 246%

Manufacturing -44% 128% 9% 24% -35% 169% -31% 8% -14% -15% 60% 15%

Pharma & Healthcare 135% -76% 943% -30% 200% -56% 275% -53% -22% -45% 178% 50%

Publishing, Media & Entertainment -66% 1620% -99% 4222% -50% -33% -50% 350% -32% 2481% -98% 860%

Retail 161% -73% 71% -53% 33% -50% 0% 67% 95% -46% 71% -72%

Telecom -9% 5% 175% -81% -12% 100% -4% -30% 2% -48% 188% -72%

Travel & Logistics -74% -9% 494% -79% -37% 17% 29% -56% -58% -22% 362% -53%

Others* -58% -48% 221% -58% -15% -9% 10% -5% -50% -43% 192% -56%

Total Contract Value Total Number of Contracts Average Contract Value

*Others: Construction, Consumer & Recreational Services, Education, Professional services, Securities and investment services, Social services, Trade unions, Technology, Wholesale


Sector AnalysisQ-o-Q Comparison

Trends in deal movement from 2Q13 to 2Q14

• Automotive & Aerospace, Defense, Energy & Utilities, Government, Insurance and Publishing, Media &

Entertainment sectors exhibited > 25 percent growth in terms of value over 1Q14 while Pharma &

Healthcare, Retail, Telecom and Travel & Logistics had a >25 percent decrease in total contract value

• Over past 3 quarters, while Energy & Utilities and Manufacturing sectors have been continuously growing

in terms of total contract value, Banking & Financial Services sector has displayed continuous decline

• Automotive & Aerospace, Defense, Government, Publishing, Media & Entertainment and Retail displayed

>25 percent increase in number of contracts in 2Q14 over 1Q14

Decrease >=25% Decrease <25% Increase <25% Increase >=25%No change



reserved.

Deal Type

2Q13->3Q13 3Q13->4Q13 4Q13->1Q14 1Q14->2Q14 2Q13->3Q13 3Q13->4Q13 4Q13->1Q14 1Q14->2Q14 2Q13->3Q13 3Q13->4Q13 4Q13->1Q14 1Q14->2Q14

ITO 40% -59% 14% 15% 10% -20% -11% 12% 28% -48% 27% 2%

BPO -12.5% 38% -72% 24% 51% -44% -65% 141% -42% 147% -20% -48%

Bundled -75% 60% -46% 21% -88% 89% -47% 44% 97% -15% 3% -16%

Less than USD 100 MN -19% -14% -24% 27% -9% -15% -19% 1% -11% 1% -7% 25%

Betw een USD 100- 500 MN 68% -51% -38% 100% 30% -43% -29% 134% 29% -15% -13% -14%

More than USD 500 MN -2% -59% 66% -58% 7% -38% -20% -63% -8% -34% 108% 13%

Less than 1-year 215% 145% -63% -40% 0% 26% 0% -24% 215% 95% -63% -21%

Betw een 1 to 5-years 6% -33% 35% -27% -7% -15% -19% -5% 15% -22% 66% -24%

More than 5-years 34% -64% -65% 270% 22% -57% -43% 285% 10% -17% -39% -4%

Total Contract Value Total Number of Contracts Average Contract Value

Deal Analysis Q-o-Q Comparison

Trends in deal movement from 2Q13 to 2Q14

• There has been an increase in TCV across all deal types- ITO, BPO and Bundled in 2Q14 over 1Q14

• BPO and bundled deals have had >25 percent increase in terms of number of contracts over 1Q14. ITO

deals also grew in volume but with change being < 25 percent

• In past few quarters, where deals with TCV between USD 100-500 MN and deals less than USD 100 MN

decreased in terms of TCV, in 2Q14 they have grown by >25 percent as compared to 1Q14

• Both deals with tenure between 1 to 5-years and less than 1-year long declined in TCV by > 25 percent

but deals more than 5-years long have increased >25 percent in TCV in 2Q14 over 1Q14

• Average contract value declined with <25 percent decrease across all deal tenures in 2Q14 over 1Q14


Decrease >=25% Decrease <25% Increase <25% Increase >=25%No change



reserved.

Geography AnalysisIT-BPO deals across geographies: Q-o-Q Comparison

Geography-wise break-up of deals*

* Deals originating from the geography


2.6

18.8

1.7

8.8

2.1

44

166

33

134

29

2Q12 2012 2Q13 2013 2Q14

6.7

35.9

9.6

39.1

9.6

95

508

103

452

81

2Q12 2012 2Q13 2013 2Q14

27.2

95.7

32.6

97.6

17.4

215

916

290

887

206

2Q12 2012 2Q13 2013 2Q14

EMA

AMERICAS

ASPAC

• AMERICAS continues to be the major outsourcing region contributing 60 percent of the total deal value in

2Q14. However, the value of deals in the quarter has decreased by 47 percent as compared to 2Q13

• EMA has displayed a consistent growth in terms of market share by value, with a 33 percent share in

2Q14 as compared to 22 percent and 18 percent in 2Q13 and 2Q12 respectively

• ASPAC has witnessed a growth of 23 percent in total deal value as compared to 2Q13, though the number

of deals decreased by 12 percent, indicating high value deals being signed in the region

11.4 15.6

7.8

716

608 562

2009 2010 2011

Total Contract Value (USD billion) No. of Contracts

30

122

35

126

13

253

1,066

282

996

157

Q2-2009 2009 Q2-2010 2010 Q2-2011

Total Contract Value (USD billion) No. of Contracts



reserved.

4.2

0.03 0.1 0.3 0.8

0.5 0.5 0.1 0.5

3.8

0.9

21.0 20.5

2.4

0.8 1.1

0.3

1.8

0.9

0.1

1.3

0.1

4.0

0.5

9.4 5.3

1.4

0.3 0.2

1.7 1.9

1.2 1.4

0.01 0.2

11.1

1.5 1.8

2.6

1.3

0.4

3.6

0.4

2.4

1.6 1.0

0.5 0.1

2.1

0.6

5.39.8

Sector AnalysisIT-BPO deals across sectors by value and numbers

Sector-wise break-up of deals (3Q13 to 2Q14)

Deal

Valu

e (

US

D b

illi

on

)

Banking &

Financial

Services

Insurance Automotive

&

Aerospace

Travel &

Logistics

Manufacturing Energy &

Utilities

Pharma &

Healthcare

Publishing,

Media &

Entertainment

Retail Telecom Others * Defense Government

No. of contracts

3Q13 4Q13 1Q14*Others: Construction, Consumer & Recreational Services, Education, Professional services, Securities and investment services, Social services, Trade unions, Technology, Wholesale

Graph is not to scale and only represents the division across different parameters. Figures may not add up to 100 percent due to rounding off


25

8 8

14

35

16

4 4

46

TCV : USD 29.1 billion

No. of contracts: 316

2Q14

• After showing a sharp drop in deal activity in 1Q14, the Government and Defense sectors have bounced

back to lead the deal activity again, contributing to 52 percent of the TCV in 2Q14

• Automotive & Aerospace and Publishing, Media & Entertainment sectors have also exhibited multifold

growth in TCV in 2Q14 as compared to 1Q14

27

4

18

24

9

15

2

44

46

8

26

97

9 10

31

50

9

38

1

5

12 13

18

9

6

12

23 22

118145

6 6

2220

16

7466

63

2521

110

Section 2

2Q14 Deal Analysis



reserved.

ITO25.6

BPO2.3

Bundled1.2

Americas17.4

EMA9.6

ASPAC2.1

Less than USD 100 MN7.0

Between USD 100- 500 MN17.5

More than USD 500 MN4.6

Less than 1-year0.4

Between 1 to 5-years15.1

More than 5-years13.6

Fixed Price11.6

Hybrid16.9

0.60.01

Services Region Contract Value Tenure Pricing

* Deals analyzed are USD 5.0 million and above only, throughout the analysis. Graph is not to scale and only represents the division across different parameters. Figures may not add up to 100 percent due to rounding off

# Hybrid pricing includes a combination of various pricing mechanisms


IT-BPO deals* signed in 2Q14 (Total Contract Value = USD 29.1 billion)

Total

contract

value

USD 29.1

billion

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%OthersTransactional

#

• While ITO deals continue to dominate the outsourcing space, contributing 88 percent of the total deal

value in 2Q14, BPO deals and Bundled deals contribute 8 percent and 4 percent respectively

• AMERICAS is the largest outsourcing region contributing 60 percent of the total deal value in 2Q14,

followed by EMA with 33 percent contribution to total deal value

• Deals of size >USD 500 million have decreased by 58 percent in 2Q14 over 1Q14, whereas deals of size

between USD 100- 500 MN have grown to double its value in 2Q14 from that in 1Q14

Deal ValueGlobal sourcing snapshot – April to June 2014



reserved.

ITO262

BPO41

Bundled13

Americas206

EMA81

ASPAC29

Less than USD 100 MN210

Between USD 100- 500 MN103

More than USD 500 MN3

Less than 1-year26

Between 1 to 5-years190

More than 5-years100

Fixed Price192

Hybrid118

51

Services Region Contract Value Tenure Pricing

IT-BPO deals* signed in 2Q14 (Total Number of Contracts = 316)

Total

contracts

316

* Deals analyzed are USD 5.0 million and above only, throughout the analysis. Graph is not to scale and only represents the division across different parameters. Figures may not add up to 100 percent due to rounding off

# Hybrid pricing includes a combination of various pricing mechanisms


• 2Q14 saw dramatic increase of 181 percent in use of a Hybrid model for Pricing of deals. However, Fixed

Price contracting model continued to dominate, contributing 61 percent of the deal volume

• While deals with tenure >5 years have increased multi-fold in number, count of shorter deals with tenure

less than 1 year has decreased by 24 percent in 2Q14 as compared to 1Q14. Deals with tenure between 1

to 5 years have also decreased marginally by 5 percent in number

• Count of BPO deals has increased by 141 percent in 2Q14 as compared 1Q14. ITO and Bundled deals

have also increased in number by 12 and 44 percent respectively

#

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Number of DealsGlobal sourcing snapshot – April to June 2014

OthersTransactional



reserved.

2.2

0.32.2

13.7

4.8

0.60.7

1.1

ADM8.8%

ERP5.0%

ICT Services16.8%

IT Bundled services44.7%

IT Infrastructure7.6%

IT Products3.4%

Other IT Services4.6%

SI9.2%

0

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

0 10 20 30 40 50 60 70 80 90 100 110 120 130

Analysis of ITO deals 2Q14

To

tal V

alu

e o

f co

ntr

acts

(U

SD

Billio

n)

Number of Deals

Note: Size of bubble indicates percentage share of the total number of ITO deals

SI – System Integration, Other IT services – Software testing, IT helpdesk support services, Cyber security


Value of contracts (USD Billion)

Note: All values in USD billion. Scale of graph is just representative to illustrate the division across different parameters.

Figures may not add up to 100 percent due to rounding off. Refer L.H.S. figure for legend


25.6

ADM ERP Total

ITO

ICT IT

Bundled

IT

Infra.

IT

Products

Other IT

Services

SI

• TCV of ITO deals increased by 15 percent in 2Q14 as compared to 1Q14, and total count of the deals

increased by 12 percent over same period

• ADM, ICT Services, IT Bundled and IT Infrastructure services together contributed 89 percent of all ITO

deals in terms of value during 2Q14

• The TCV of IT Bundled services multiplied by nearly 5 times in 2Q14 of its value in 1Q14

Services SegmentationITO Services



reserved.

280

18

654

11963

977

142

2,254

BPO

Bundled

Services

Content

Mgmt.

Total

BPOHRO Transac-

tional

Services

Other

BPO

Services

F&A

Analysis of BPO deals 2Q14

To

tal V

alu

e o

f co

ntr

acts

(U

SD

Millio

n)

Number of Deals Value of contracts (USD Million)Note: Size of bubble indicates percentage share of the total number of BPO deals

Other BPO services – Service desk monitoring services, Procurement


Note: All values in USD million. Scale of graph is just representative to illustrate the division across different parameters.

Figures may not add up to 100 percent due to rounding off. Refer L.H.S. figure for legend


• 2Q14 experienced improved market activity in terms of BPO deals with total deal value increasing by 24

and deal count by 141 percent as compared to 1Q14

• F&A, Other BPO services and BPO Bundled services together contributed 85 percent of all BPO deals in

terms of value during 2Q14

Services SegmentationBPO Services

BPO Bundled services

7.3%

Content Management

2.4%

F&A14.6%

HRO9.8%

KPO17.1%

Transactional Services

9.8%

Other BPO Services39.0%

0

200

400

600

800

1,000

1,200

0 4 8 12 16 20KPO

Section 3

IT-BPO Outsourcing Outlook



reserved.

OutlookGlobal Outsourcing Industry

■ Driving cost savings from global business services efforts has become a baseline requirement

and goal, with greater emphasis being placed on improving global delivery capabilities,

improving process performance, and supporting global growth efforts. Supporting and enabling

organizational growth has emerged as a critical GBS value-add and strategic driver for

investment and expansion

■ Top priorities in GBS and service delivery improvement efforts are enabling end-to-end process

ownership and better integrating GBS efforts across functions, geographies, and business

units to create a more holistic and portfolio-based approach to managing service delivery.

■ More standardized global IT platforms can enable more standardized, and hence more

integrated and consistent GBS operations. The capabilities to exploit emerging IT capabilities

with cloud and data analytics can further GBS capabilities, especially beyond core

transactional activities.

■ Pricing pressure on deals increased a bit over the past quarter as buyers place renewed focus

on cost-savings goals. Providers continue to progress efforts to improve pricing via more

standardized and platform-based offerings, but success in this is very mixed across providers.

■ Providers continue to push hard to expand business in existing accounts, especially when

profitability gains exist, but for many providers margins are being squeezed and buyers are

pushing back against some higher margin offerings that do not have a very strong business

case

Source: KPMG’s Global Business Pulse Survey, KPMG Research & Analysis



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Jehil ThakkarPartner – Advisory Services

KPMG in India

+91 22 3090 1670

[email protected]

Viral ThakkerPartner – Advisory Services

KPMG in India

+91 22 3090 1730

[email protected]

Stan Lepeak Director – Global Research,

Management Consulting

KPMG in the US

+1 203 458 0677

[email protected]

Rajiv GuptaPartner – Advisory Services

KPMG in India

+91 124 307 4586

[email protected]

Your KPMG contacts

KPMG Shared Services and

Outsourcing Advisory (SSOA)

Analyst Team Contact:

Shailesh Narwaiye

KPMG in India

+91 20 3050 4000

[email protected]

Analysts:

Harish Baliga

Swati Kumari

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global it-bpo outsourcing deals analysis · global it-bpo outsourcing deals analysis is a quarterly...

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