The domestic turn: business processing outsourcing and the growing automation of Kenyan organisations

TitleThe domestic turn: business processing outsourcing and the growing automation of Kenyan organisations
Publication TypeJournal Article
Year of Publication2016
AuthorsL. Mann, and M. Graham
Secondary TitleJournal of development studies
Volume52
Issue4
Pagination530 - 548
Date Published2016///
Publication Languageeng
ISSN Number0022-0388
KeywordsKenya
Abstract

After 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.

Citation Key8668