Industry news

  • 11 Oct 2010 12:00 AM | Anonymous

    Sainsbury’s grew its online sales by a quarter in the three months to 2 October, as the firm continued investing heavily in its supply chain and other systems.

    The supermarket said that it had also outgunned arch rivals including Tesco in terms of total sales, with a 2.9 percent increase including in-store revenues.

    The online growth was attributable to “continued record levels of service and availability”, Sainsbury’s said in a statement.

    Sainsbury's signs contract with CA for monitoring softwareSainsbury’s IT efficiency improvements deliver as profits rise 11%

    In May, the supermarket had stated specifically that “continued improvements in IT, supply chain and store-picking processes” had helped online growth.

    Sainsbury’s expanded its online business last year when it started selling 8,000 non-food products via the internet in July. It is also trialling a ‘click and collect’ service in 10 stores from May 2010, allowing people to order online and collect in-store.

    Earlier this year, Sainsbury’s implemented the Spectrum Infrastructure Management solution from CA to support its online shopping supply operations. The software is intended to promptly notify the supermarket of any online ordering problems.

    The supermarket also has a five-year deal with IBM to manage its supply chain systems.

    Source: http://www.computerworlduk.com/news/it-business/3242861/sainsburys-online-sales-jump-25-as-it-invests-in-supply-chain/

  • 11 Oct 2010 12:00 AM | Anonymous

    Hundreds of doctors suffer intermittent access to centralised healthcare IT system following data centre downtime.

    A centralised healthcare system that provides doctor's practices in the UK with access to patient records was disrupted this week following a data centre outage.

    Healthcare IT provider EMIS's hosted system provides GPs and other staff with a central database of medical records, appointments and prescription details. According to EMIS, approximately 200 UK practices were affected "for a number of hours" after technical problems occured at the provider's data centre.

    "We had an outage in our data centre on the morning of Wednesday 6 October 2010 for a number of hours," Sean Riddell, CEO of EMIS, said in a statement emailed to Information Age. "This unfortunately affected around 200 EMIS practices using our PCS hosted system - out of a total of 5,500 EMIS practices using all our systems - in certain areas of the country. A significant number of affected practice systems were restored by around 1pm on the same day, the remainder by 3pm that day."

    “This was an extremely rare incident for EMIS. I would like to apologise to all the practices affected and reassure them that everything was done to rectify it as quickly as possible," he added.

    Source: http://www.information-age.com/channels/security-and-continuity/news/1289658/data-centre-outage-disrupts-central-healthcare-system.thtml

  • 8 Oct 2010 12:00 AM | Anonymous

    The deal covers accounts payable, accounts receivable, and general accounting services, is aimed at improving general business processes. Atos Origin already outsources its printing management services to ACS.

    Atos Origin wins major German banking dealFirstGroup picks Atos Origin, Computacenter and Global CrossingAtos Origin is first to complete major contracts review with governmentXerox completes £4.1bn ACS deal

    ACS will implement a range of services, including workflow, customer relationship and compliance management.

    It will run the Atos Origin finance centre that is based in Poland, providing services to sites in France, the UK, Germany, Belgium, the Netherlands, and Luxembourg. Under the deal, some 150 finance staff at Atos Origin will transfer employment to ACS.

    “Working with Xerox and ACS, we can control costs and better manage the technology, software and work processes that are behind the scenes of our business,” said Michel-Alain Proch, chief financial officer at Atos Origin.

    Source: http://www.computerworlduk.com/news/outsourcing/3242818/atos-origin-outsources-its-own-accounting/

  • 8 Oct 2010 12:00 AM | Anonymous

    West Sussex County Council has brought in Capita to provide IT services in a seven year deal worth an "initial" £56m.

    Capita and the council say the deal will provide a "flexible and sustainable IT service at significantly lower cost".

    Jeremy Northeast, head of IT operations for West Sussex County Council, said, "Capita's solution maximises the investment the council has made in IT facilities and technology." He said Capita's involvement will "underpin wider organisational transformation and realise significant savings for the authority".

    It's also an important new account for Capita, at a time when public sector IT budgets are being squeezed.

    Some councils however may see further outsourcing as a possible way of cutting costs, although the outsourcers themselves may have to provide stronger guarantees about cost savings.

    Central government’s IT suppliers are set to lose substantial revenue this year, as ministers cut projects and renegotiate contracts.

    Analyst house TechMarketView is predicting up to a 7% cut - around £700m - in central government technology spending in 2010.

    Source: http://www.cio.co.uk/news/3242803/west-sussex-county-council-signs-seven-year-capital-deal-worth-56m/?olo=rss

  • 8 Oct 2010 12:00 AM | Anonymous

    Ministry of Defence, Department of Work and Pensions and others disclose multimillion pound IT cancellations

    The government has revealed details of public sector IT projects that were scrapped in the past five years, following an enquiry by a member of parliament.

    The most significant of these contracts were tied to the already well-publicised, ill-fated centralised NHS IT programme. The Department of Health's decision to cancel a £1.1 billion local service provider agreement with Fujitsu two years ago was the highest value individual deal.

    The Ministry of Defence said that it had cancelled its £4.8 million Land Information Architecture Office IT project following an internal spending review, it disclosed in response to MP Pete Wishart's parliamentary question.

    The Department of Work and Pensions confirmed it had abandoned a £6.2 million contract management services contract order made with IBM.

    Several smaller, previously undisclosed cancellations were also revealed. In 2007, the Rural Payments Agency abandoned a broadband contract worth £870,000. A year later, Department for Environment, Food and Rural Affairs agency Kew Gardens scrapped a back office project valued at £100,000.

    Scottish National Party MP Wishart wrote to several Whitehall departments for details on IT deals that had been cancelled or abandoned during the past five years.

    The Home Office, the Foreign Office, the Department for Energy and Climate Change, and the Department for Culture all said that they had not cancelled any IT deals within the past five years.

    Last month, the coalition government announced that it will no longer pursuse the centralised NPfIT project, although many component systems are still being built.

    Source: http://www.information-age.com/channels/data-centre-and-it-infrastructure/news/1289368/govt-departments-reveal-cancelled-it-projects.thtml

  • 8 Oct 2010 12:00 AM | Anonymous

    The United Arab Emirates has said it will not go ahead with plans to ban Blackerry services, following talks with maker Research in Motion.

    It had threatened to suspend all services from 11 October.

    The UAE Telecommunications Regulatory Authority confirmed that it is satisfied services on the devices are now compliant with its security needs.

    It had said Blackberries posed a risk because the network was encrypted and data stored abroad.

    The TRA also acknowledged "the positive engagement and collaboration of Research In Motion (RIM) in reaching this regulatory compliant outcome".

    Research in Motion (RIM) has found itself at the centre of a series of rows with countries unhappy with the way data is stored on the device.

    India and Saudi Arabia have threatened similar bans.

    Source: http://www.bbc.co.uk/news/technology-11499755

  • 8 Oct 2010 12:00 AM | Anonymous

    After a great deal of time spent travelling in China, reading about China and thinking deep thoughts about China, I have come to the conclusion that the most profound thing one can say about it is this: China is exceedingly big. This may seem like an awfully trite observation and, frankly, a terrible waste of the Financial Times’ money. But China’s sheer size helps to explain much about the country, from its impact on global commodity markets to the fact that one of the world’s poorest countries is now routinely mentioned in the same breath as the (still) mighty US. El Salvador, a nation with roughly the same standard of living as China, barely gets a look-in.

    China’s 1.3bn multiplier effect makes almost everything it does seem extravagantly important. In some cases, its scale changes the very nature of the obstacles that confront it and the opportunities it can create.

    Blow to China over Potash hopes - Oct-05.China growth hopes boost Asian markets - Oct-04.When a Billion Chinese Jump - Oct-04.More from David Pilling - Aug-30..China’s size is sometimes a distinct drawback. Take the controversy over the renminbi and China’s trade surplus with the US. In fact, China’s path to economic take-off has been fairly standard. Like Japan, South Korea and Taiwan before it, it has relied on external demand to kick-start industrialisation, bending the rules in its favour when that has suited its development needs. But unlike those countries, it has been “found out” much earlier. By the time Japan was causing serious trade friction with the US in the 1980s, it had all but caught up with western living standards. China is provoking anger on Capitol Hill at a time when its per capita income, even on a purchasing power parity basis, is just one-seventh of US levels. If only China were a 10th the size, no one would even have noticed the level of its (non-convertible) currency.

    In other areas, too, size counts against Beijing. Its outsized need for oil, iron ore, bauxite, lumber and so on affects the very commodity markets on which it relies. To get an idea of the scale of Chinese demand, look at coal, where China imports just 3 per cent of its needs. Even so, it accounts for roughly one-fifth of global seaborne trade in that commodity. Similarly, it consumes roughly half the world’s cement, a third of its steel and a quarter of its aluminium. Each year, it adds 105GW of power to its electricity grid, greater than the entire generating capacity of India. All of this has a material – not to say decisive – effect on the prices of the commodities on which it depends. Chinese demand, for example, helped to propel oil to an uncomfortable $140 a barrel in 2008 and has kept a floor under it ever since.

    China’s hunger for commodities also has business, as well as diplomatic, consequences. Beijing’s chagrin at paying what it considers monopoly prices for iron ore led it to pounce on Rio Tinto, $19.5bn in hand, causing friction with Australia. It has backed Sinochem’s attempt to trump BHP Billiton’s $39bn hostile offer for Canada’s PotashCorp because of its concerns about food security. Likewise, it has scoured Africa, central Asia, Latin America and sometimes-hostile corners of the globe for oil and other resources, thrusting it into tricky areas of foreign policy before it might have wanted.

    There are also genuine questions about whether the world has enough resources – at whatever price – to satisfy China’s gargantuan appetites. If every Chinese person lived like an American, not only would there be a terrible shortage of Hawaiian shirts and loud trousers, but, according to the Earthwatch Institute, it would also mean raising global oil production by 20m barrels a day to 105m and increasing the output of grain and meat by between two-thirds and four-fifths.

    The vast scale of China threatens to constrain its growth. But its size also confers great advantage. China’s huge internal market gives it the economies of scale to develop globally competitive industries from cars to high-speed rail. The sheer size of its economy has made Hong Kong a globally important financial market and could, in just a few years, see Shanghai become a top-three exchange in terms of market capitalisation of its listed companies.

    China’s size has been crucial in getting it this far. Its seemingly limitless supply of cheap labour was a magnet for foreign investment and technology. Now, its potentially endless queues of shoppers are having the same effect. As more and more Chinese are sucked into the urban workforce, China has the opportunity to turn them into purchasers of its own products, weaning its economy off the export-dependency that still afflicts Japan. China’s size means it can’t do anything without making waves. But it also gives it a much better chance of riding out the rough seas ahead.

  • 8 Oct 2010 12:00 AM | Anonymous

    Alex Blues, Head of IT Sourcing, at PA Consulting Group

    04.10.10

    In a series of four blogs, Alex Blues, Head of IT Sourcing at PA Consulting Group, guides newly-appointed CIOs through the necessary tasks and emphases of the first 100 days in the job...

    Welcome to the jungle that is your new CIO role. How can you survive all the unknown trials that are about to face you? Who will be your allies and who wants to see you evicted? Here are some survival techniques to help steer you through.

    You are most likely to have been brought in ‘to make a difference’ or ‘take us to the next level’. Almost undoubtedly replacing someone who achieved all they could achieve but was not suitable for the next steps, or who left when there was work still to be done.

    As a new CIO you are in a unique position. This is your honeymoon period, never will you be as popular or have as many allies as in the first few months of your role. Everyone will want to be your friend and tell you how pleased they are to see you, normally because the last incumbent refused to get them a new laptop every time a shiny slightly smaller version became available. Make the most of this unique position to make change and make a difference. Also at this time, because you may well be new to the organisation, you are seen to have an external view of the IT industry and how things should be done.

    So what should you do to survive? Is it about surviving or doing a good job? Are these things the same or mutually exclusive? With the average tenure of an IT executive being about two years you could argue that those with the survival instinct are the most successful.

    What will be covered here is not just surviving but genuinely making change; but doing this by bringing people along with you on the journey, and not fighting a battle at every board meeting. It is also worthwhile asking yourself the question:

    ‘Why have you been employed here? Is it to run a steady ship or to enable change?’

    Regardless of whether you are on the board or not, compared to most members of a typical board you have a number of key advantages. You provide the link between business and technology, this is a fine balance. If you go too technology focussed or too business focussed you lose your unique selling point, so keep that balance right to ensure your importance to the board.

    You are also rarely seen as a threat in the hierarchy so can avoid all the posturing of finance and operations directors who often strive to hold the balance of power on the board. So with all this considered where and how should you focus your attention during the first 100 days of your tenure?

    In the second of this four part series next week, Alex Blues will tackle the issue of creating value for money.

  • 8 Oct 2010 12:00 AM | Anonymous

    2010 is set to be the first credible year of virtual agents. Each month it is estimated that 40,000,000 virtual agent conversations take place across the world and we are expecting a major transition and expansion towards there use in the next 5 years. Virtual agents are also predicted to surpass human contact by 2015. Large well established organisations such as EBay are reported to conduct 200,000conversations a day using them.

    Over the last 20 years there has been a significant increase in outsourcing especially with the use of call centres. Typically within customer services there are three focus points; call centres which primarily use phones for inbound and outbound calls, websites for customer self-service options and personal mobile phones which are an extension of the self-service option. Call centres today generally employ two methods of contact with customers on both inbound and outbound calls. The first is using a script to ensure the customer service representative is communicating the correct information to it’s customer in a formal manner, the other is operating without a script.

    However, it’s fair to say it has not been all plain sailing for the call centre. They have caused discussion and controversy over outsourcing to locations outside the UK. This can raise issues around language barriers and many consumers reported concerns regarding the consistency of the service and advice they received. One example of this is Government tax advice lines. In most cases more than one operator will deal with a query which often creates confusion over legislation and regulations. Automated agents have been designed to provide an efficient solution to these problems. They serve as customer service representatives combining automated interactions with a human appearance by using two different methods. The first is known as a scripted agent that follows a set text (i.e. ‘press one for adviser’ or listing regulatory requirements for insurance policies). The second method is a natural agent who uses natural sounding language to direct customers to a specific product or service.

    As well as providing consistent and accurate information to customers virtual agents have other tangible benefits as witnessed with the recent swine flu epidemic. If the WHO (World Health Organisation) had implemented a centralised virtual agent system that can be translated in to several different languages, the dissemination of developments and advice could be conducted in an efficient, seamless manner. The Financial Services Authority (FSA) too now requires complaints reports every 6 months and these could also be streamlined through the use of virtual agents. Using this kind of artificial intelligence engine has also proved to be 12 times cheaper than using human agents according to a Forrester report published in 2009. This is a key advantage to businesses looking to reduce costs and at the same time increase productivity.

    In addition, the rapid growth of the internet has also contributed to the increase in demand. The benefits to online customers are numerous as not only does it save the time and cost of calling a call centre it is also more accessible and available in real time. It seems that the pros are now outweighing the cons when it comes to Virtual Agents for both organisations and consumers alike. It would be virtual insanity to ignore them any longer.

    Author: Freddie McMahon, head of customer experience at FusionExperience

  • 7 Oct 2010 12:00 AM | Anonymous

    Capgemini Government Solutions LLC, a member of the Capgemini Group, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced it has been awarded a seven-year, $100 million (c. €73 million) blanket purchase agreement by the General Services Administration (GSA) Federal Systems Integration and Management Center (FEDSIM) in support of the United States Department of Agriculture (USDA) to provide Independent Verification & Validation (IV&V) support services for enterprise resource planning (ERP) implementations agency-wide.The USDA is seeking to modernize aging departmental and agency program application systems through a comprehensive Application Transformation and Modernization (ATM) program. Capgemini will provide IV&V services in support of ATM initiatives including Modernize and Innovate the Delivery of Agricultural Systems (MIDAS); the Financial Management Modernization Initiative (FMMI); the Budget and Performance Management System (BPMS); and Web Based Supply Chain Management (WBSCM).

    The first intended use of the ATM IV&V support contract is by the Farm Service Agency (FSA), which aims to transform farm program benefit delivery through MIDAS. The process for providing benefits to farmers will be streamlined by replacing legacy systems with a public-facing, web-based system that integrates customer self-service, farm program management, financial management and other business processes within a framework that is compliant with federal regulations.

    “The USDA plays a pivotal role in keeping Americans safe and healthy, and this transformation will be instrumental in helping the agency carry out its mission,” said Joe Moye, chief executive officer, Capgemini Government Solutions LLC. “Capgemini’s public sector industry experience, matched with its consulting and technology capabilities to support enterprise resource planning, will help enable the USDA to quickly modernize and execute the USDA’s implementations while saving costs.”

    These initiatives will be implemented using SAP AG’s Systems, Applications and Products in Data Processing (SAP), which the USDA has mandated for ERP implementations. Capgemini will collaborate with 22 subcontractors to complete the project.

    About Capgemini

    Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working, the Collaborative Business ExperienceTM. The Group relies on its global delivery model called Rightshore®, which aims to get the right balance of the best talent from multiple locations, working as one team to create and deliver the optimum solution for clients. Present in more than 30 countries, Capgemini reported 2009 global revenues of EUR 8.4 billion (approximately USD $11.6 billion) and employs 95,000 people worldwide. More information is available at www.capgemini.com.

    About Capgemini Government Solutions

    Capgemini Government Solutions is committed to working with government clients to support them in their strategic, tactical and transformation initiatives. Capgemini helps organizations create sustainable value by employing innovative business process improvement strategies and applied solutions that utilize a unique method of engagement: the Collaborative Business Experience (CBE). By providing public and private sector experience, best practices, and proven tools and methodologies tailored for the U.S. government’s unique requirements, we help clients build knowledge and capabilities as we work together to drive transformation agendas. With a dedicated core team of professionals in Herndon, VA, Capgemini Government Solutions was formed in 2002 as an independent operating division of Capgemini to offer U.S. Government agencies deep transformation, consulting, and IT expertise. More information is available at www.capgemini-gs.com.

    Rightshore® is a trademark belonging to Capgemini

    1 Independent Verification & Validation services consist of entrusting verification and validation tasks to an entity independent from the development team. According to the Institute of Electrical and Electronics Engineers, verification and validation processes for projects such as the USDA ATM initiatives can be used to determine whether (1) the products of a given activity conform to the requirements of that activity and (2) the software satisfies its intended use and user needs. This determination may include analyzing, evaluating, reviewing, inspecting, assessing, and testing software products and processes. The verification and validation processes should assess the software in the context of the system, including the operational environment, hardware, interfacing software, operators, and users.

    Source: http://www.capgemini.com/news-and-events/news/capgemini-awarded-sevenyear-blanket-purchase-agreement-with-us-department-of-agriculture

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