THE NEW CONTENDER
Jamaica's telecommunications sector has been steadily growing over the years, and with recent trends in the US favoring BPO that is closer to home, the sector is poised to take off.
Jamaica is well on its way to becoming a leader in BPO throughout the Caribbean and North America. The country has several advantages it has been leveraging in recent years to build its sector, and a growing amount of support from the government will likely mean that the region will increasingly turn to Jamaica. In addition to being the third-largest English-speaking country in the Western hemisphere, the country also has a widely educated work force, much of which has been oriented to working in the service industry. With Jamaica's proximity to the US, it has in recent years rapidly grown as an outsourcing destination, with companies even relocating call centers and other services from India, the Philippines, and Latin America to Jamaica.
Liberalizations to the telecommunications industry at the beginning of the 1990s quickly led to competition between the country's two major providers: FLOW and Digicel. Though Jamaica's telecommunications infrastructure has developed its BPO industry thus far, it is still lagging far behind first world countries. The country's internet penetration as of 2014 rate stood at 53.6%, according to the United Nations Department of Economic and Social Affairs. Much of the population that does access the internet does it through mobile phones or at work or school.
TBY sat down with the Managing Director of FLOW, Stephen Price, who highlighted the country's development plans for increasing penetration. “Compared to traditional, (developed) markets, our internet penetration levels are low," Price said. “However, we have made investments to ensure we are laying the backbone for internet penetration, which means each and every part of the island, rural and urban. In 2016 that investment also saw us bringing high-speed internet of a minimum of 25MB/s speeds to 150 communities."
With every little advancement in telecommunications infrastructure, BPO grows by leaps and bounds. The growth of the industry is so profound that many believe it has the ability to reshape the island's economy. Already, the industry has made significant dents in unemployment. When TBY met with Odetta Rockhead-Kerr, the president of Sutherland, an IT services management company, she spoke of the rapid growth his company has seen. When the company started in 2012, it employed just 1,000 people; within just five years, the company has now grown to 5,000 employees. Rockhead-Kerr attributes the growth of Sutherland in Jamaica entirely to the country's compatibility with the BPO sector. The sector has seen more growth than any other in recent years, and is on track to become the most invested in as well. The government is also behind several initiatives seeking to increase the role of BPO in the island's economy. The Business Process Industry Association was created five years ago as an organization to help educate government officials and policy makers on the workings of call centers and the needs of the industry. Together with JAMPRO, an agency of the Ministry of Economic Growth and Job Promotion tasked with promoting business opportunities and exports, the Business Process Industry Association has been leading government policy and has already diminished numerous barriers to foreign investment for BPO.
Though progress in the industry here has been promising, many still consider the government's role smaller than it should be. The government could increase its funding to agencies like JAMPRO to boost the country's reputation and spread the word around the region of all the advantages it has to offer. It could also work to develop telecommunications infrastructure throughout the country, raising penetration, laying fiber-optic cables, and allowing the fruits of the growing BOP industry to grow beyond just Kingston, Montego Bay, and Spanish Town.
THE NEW CONTENDER
TABLE OF CONTENTS
Interview
Most Honourable Andrew Holness, Prime Minister, Jamaica
TBY talks to the Most Honourable Andrew Holness, Prime Minister of Jamaica, on efforts to foster sustainable and inclusive growth, the main challenges ahead for the nation, and its key successes in improving the business environment.
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Diane Edwards, President, Trade & Investment Jamaica (JAMPRO)
TBY talks to Diane Edwards, President of Trade & Investment Jamaica (JAMPRO), on making investments throughout the whole value chain, becoming a regional distribution hub, and boosting niche agricultural output.
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Courtney O. Campbell, President & CEO, Victoria Mutual
TBY talks to Courtney O. Campbell, President & CEO of Victoria Mutual, on the origins of financial inclusion in Jamaica, helping people get a start on their property journey, and assisting young businesses to exploit a positive business environment.
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Raymond Walker, Founder, Chairman & CEO , Caribbean Assurance Brokers Ltd. (CAB)
TBY talks to Raymond Walker, Founder, Chairman & CEO of Caribbean Assurance Brokers Ltd. (CAB), on fighting for its clients, using environmentally sound methods to drive down costs, and continuously driving innovation.
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Emanuel DaRosa,, President & CEO, Jamaica Public Services (JPS)
TBY talks to Emanuel DaRosa, President & CEO of Jamaica Public Services (JPS), on pursuing common goals in the best possible way, utilizing Jamaica's most abundant natural resources, and satisfying half of Jamaica's energy needs through renewables.
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Winston Watson, Group General Manager, Petroleum Corporation of Jamaica (PCJ)
TBY talks to Winston Watson, Group General Manager of Petroleum Corporation of Jamaica (PCJ), on keeping a hand in both green and black energy, helping the government reach its 2030 Energy Vision targets, and educating people on the importance of conservation.
read articleFocus: LNG Investments
Light My Fire Jamaica
The Jamaican government is pushing private investment in liquefied natural gas (LNG) to provide cheaper and cleaner energy to households and businesses. Through partnerships with local and international companies, New Fortress Energy is leading the way to ignite this sector.
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Gordon Shirley, President & CEO, Port Authority of Jamaica (PAJ)
TBY talks to Gordon Shirley, President & CEO of the Port Authority of Jamaica (PAJ), on the country's developing role as a logistics hub, attracting more cruise ships, and his outlook for the economy at large.
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Fritz Pinnock, President, Caribbean Maritime University
TBY talks to Fritz Pinnock, President of Caribbean Maritime University, on capitalizing on the rising power of the global south, customizing goods before they reach the final consumer, and leveraging Jamaica's geostrategic location to create added value.
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Winston Adams, JP, Executive Chairman, University of the Commonwealth Caribbean (UCC)
TBY talks to Winston Adams, JP, Executive Chairman of the University of the Commonwealth Caribbean (UCC), on the university's illustrious history, its upcoming strategies, and Caribbean Knowledge City.
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Michael Williams, Acting Executive Director , Mona School of Business and Management
TBY talks to Michael Williams, Acting Executive Director of Mona School of Business and Management, on maintaining quality across its programs, its achievements in the Caribbean, and the school's research-based approach.
read articleFocus: Downtown Kingston Revitalization
Drinking from the Fountain of Youth
Although the subject of much talk, downtown Kingston has been relatively neglected for many years while surrounding areas of the city attracted more real estate developments. A series of public and private investments indicate that the trend is finally reversing.
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Timothée F. Delebarre, Country Manager, VINCI Construction Grands Projets (VCGP)
TBY talks to Timothée F. Delebarre, Country Manager of VINCI Construction Grands Projets (VCGP), on diversifying their business lines, expanding Kingston's Port, and developing innovative financing mechanisms.
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Dittie Guise, General Manager, Montego Bay Convention Centre (MBCC)
TBY talks to the late Dittie Guise, General Manager of Montego Bay Convention Centre (MBCC), on marketing the convention center, creating an integrated tourist experience, and preparing for more events and visitors.
read articleFocus: Linking Tourism
Lifting All Boats in the Rising Tide
Although significantly contributing to the economy, tourism in Jamaica suffers from an inadequate level of linkage with other sectors. The government, in partnership with private actors, is launching a number of initiatives to ensure that international tourists meet local businesses.
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Natalie St. Louis, Founder, CEO & Managing Director, Strategic Konnections & Management Services Limited
TBY talks to Natalie St. Louis, Founder, CEO & Managing Director of Strategic Konnections & Management Services Limited, on working with businesses to further their goals, the importance of engaging with consultants, and goals for the coming year.
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