Serco, the international services company, has been awarded the contract to partner with Abu Dhabi Systems & Information Centre (ADSIC), the governmental body overseeing Abu Dhabi's Information technology agenda, to provide shared services to over 50 government departments within the United Arab Emirates. The contract 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 centre 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 centre 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 Centre (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, "We are pleased to have been chosen by ADSIC to deliver these important services to its citizens. 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. This win represents the success of our global BPO business, which witnessed a growth of 40% over last year and continues to make rapid strides in a positive direction."
"Serco's expansion of operations in the United Arab Emirates further supports our strategy of bringing our global business process management expertise to rapidly-growing economies. 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, Asia & Australia (AMEAA),
The Middle East BPO market is estimated at £1.75b and growing at about 17% (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.