After observing the growth of the Indian and Filipino Business Processing Outsourcing sectors, Kenyan policy-makers and managers made substantial investments in international internet... Show moreAfter observing the growth of the Indian and Filipino Business Processing Outsourcing sectors, Kenyan policy-makers and managers made substantial investments in international internet infrastructure and BPO marketing campaigns. While observers continue to discuss the sector in terms of its international work opportunities, in recent years the sector has increasingly focused on contracts sourced from Kenyan and other East African clients. The government has also refocused efforts on attracting international BPO companies. This domestic turn signals both the difficulties of gaining access to overseas work due to the power of incumbents and the increasing use of the internet and ICT-enabled automation within Kenyan organizations. In effect, better connectivity has enabled a two-way globalisation of services: Kenyan BPO companies have been able to access some international work opportunities but the connectivity has also contributed to the inflow of international service companies and business practices into Kenya.The conclusion examines what these shifts might entail for the sector and its workers in future [pre-publication draft]. Show less
After observing the growth of the Indian and Filipino Business Processing Outsourcing sectors, Kenyan policy-makers and managers made substantial investments in international internet... Show moreAfter observing the growth of the Indian and Filipino Business Processing Outsourcing sectors, Kenyan policy-makers and managers made substantial investments in international internet infrastructure and BPO marketing campaigns. While observers continue to discuss the sector in terms of its international work opportunities, in recent years the sector has increasingly focused on contracts sourced from Kenyan and other East African clients. The government has also refocused efforts on attracting international BPO companies. This domestic turn signals both the difficulties of gaining access to overseas work due to the power of incumbents and the increasing use of the internet and ICT-enabled automation within Kenyan organizations. In effect, better connectivity has enabled a two-way globalisation of services: Kenyan BPO companies have been able to access some international work opportunities but the connectivity has also contributed to the inflow of international service companies and business practices into Kenya.The conclusion examines what these shifts might entail for the sector and its workers in future [pre-publication draft]. Show less
Internet connectivity is widely considered to be a game changer for knowledge economies of developing countries. The arrival of submarine fibre-optic underwater cables in East Africa in 2009 and... Show moreInternet connectivity is widely considered to be a game changer for knowledge economies of developing countries. The arrival of submarine fibre-optic underwater cables in East Africa in 2009 and 2010 is seen by many as a strong case in point. The fast evolution of the information and communication technology (ICT) landscape of Kenya and Rwanda that ensued has attracted the attention of actors from private investors, development agencies, NGOs, policymakers and many other groups. Kenya became a role model for its widespread adoption of mobile money services and a burgeoning ICT application development sector; Rwanda's government became known for its explicitly ICT-oriented development agenda as well as large-scale ICT projects in government, health and education that aimed to latch onto fast-growing mobile subscription rates and 3G network roll-outs. For this report, we set out to examine the role that changing connectivity has played for a particular component of the ICT sector in Kenya and Rwanda: ICT-enabled business process outsourcing (BPO).1 BPO has been a priority in the national ICT strategies of both countries, so we anticipated this sector to provide a fertile ground for comparing expectations and realities of the role that changing connectivity has played following the deployment of fibre-optic cable infrastructure. The study outlined how policy, popular discourse and media got somewhat carried away by the promise of internet connectivity as the fuel for the growth of Kenya's and Rwanda's BPO sectors. The development of ICT sectors fell short of many original hopes. Internet connectivity proved to only function as a catalyst for economic growth in combination with other enablers, even for the examined sectors of connectivity-based enterprises. Competitive advantage is always relative, and, in the case of Kenya's and Rwanda's BPO sectors, India and other Asian BPO destinations have maintained the edge in international markets. Despite the overall positive evolution of ICT-based subsectors in Kenya and Rwanda, the role of internet connectivity for growth in knowledge economies continues to be a complicated one, including for connectivity-based enterprises. Future opportunities might actually lie in 'close' (local and regional) markets, and policymakers and indeed all economic actors will need to continue to learn and adjust to other unexpected developments brought about by internet connectivity. Show less
This is a paper about expectations surrounding a potentially highly transformative moment in East Africa's history: the arrival of underwater fibre-optic broadband communications cables into the... Show moreThis is a paper about expectations surrounding a potentially highly transformative moment in East Africa's history: the arrival of underwater fibre-optic broadband communications cables into the Indian Ocean port of Mombasa. It combines a media content analysis with findings from interviews with business owners in Kenya's nascent business process outsourcing (BPO) and software development sectors in order to explore how such moments of technological 'connectivity' are imagined, marketed and enacted within economic development. It argues that connectivity is not just a matter of boosting physical/material capacity but also about redressing conceptual connectivity; bringing places 'closer together' involves rehabilitating the images of places in peoples' minds and removing imagined senses of distance. As such, technologies of connectivity are marketed not just as tools of altered communications affordances, but more importantly, as momentary opportunities for revisiting the image of places from afar. Additionally, the cables reveal the importance of fostering internal linkages in order to better build international recognition and connections. 'Moments of expectation' that surround new ICT technologies reveal how discourse and representation play a strong role in enabling markets to form and change. The very idea of 'connectivity' itself is driving plans and policies throughout the region. Show less
