• PDF: Delivered by email usually within 4 to 8 UK business hours.
  • PRINT/CD-ROM: Despatched within 1 to 2 working days.

2010 Leading Providers of Document Process Outsourcing Services

2010 Leading Providers of Document Process Outsourcing Services

Introduction

The global document process outsourcing (DPO) industry showed positive signs in 2010, following a weak performance during 2008-09. However, the contracts signed in 2010 are yet to cross the 2007 levels. Majority of the respondents in the 2010 Black Book of Outsourcing customer satisfaction survey were satisfied with the services provided by DPO vendors.

Scope

  • Results of the world's largest primary research project on customer satisfaction with outsourced document process service provision.
  • Analysis of activity by region, industry and service type in the global document process outsourcing market.

Highlights

In the customer satisfaction rankings, service providers with DPO as a core competence dominated the list.

Reasons to Purchase

  • Which outsourced service providers provide the highest levels of customer satisfaction?
  • Which factors do clients consider most important when assessing satisfaction with outsourced service delivery?
  • Executive Summary
    • Problem resolution is the most important of the nine performance criteria
    • Players with DPO as core competence dominate the customer satisfaction ranking
    • Majority of the DPO contracts are part of large contracts
    • Various sectors awarded contracts consistently
    • Local government reduced DPO activity
    • Exponential growth in unstructured data driving demand for DPO services
  • OVERVIEW
    • Introduction
    • Summary
    • Methodology
      • Satisfaction criteria
      • Questionnaire design
  • SURVEY FINDINGS 2010: OVERALL SATISFACTION
    • [Missing title]
      • 5-Step quality assurance procedure
    • Outsourcing works: 77% of all respondents are satisfied or very satisfied
    • The survey successfully captures the views of service users
    • The surveyed population was global
    • The survey responses were divided across multiple industry sectors
    • Client organizations of all sizes were represented in the survey
  • SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
    • Problem resolution is the most important of the nine performance criteria assessed
    • Requirements awareness
    • Shared goals
    • Financial benefits
    • Risk mitigation
    • Partnership approach
    • Problem resolution
    • Corporate reputation
    • Skills and resources
    • Future orientation
    • Survey findings 2010: overall satisfaction for six DPO service lines
  • GLOBAL DOCUMENT PROCESS OUTSOURCING CONTRACT ACTIVITY
    • Introduction
    • DPO services classification
    • Overview of the global DPO contract activity
    • Positive trend in DPO contracts
    • Exponential increase in annual contract value since 2008
    • Most DPO contracts are part of large contracts
    • Central/federal government dominated DPO contract activity in 2010
    • Five sectors awarded contracts consistently
    • Public sector accounted for about 90% of the aggregate TCV in 2010
    • Local government reduced DPO activity
    • Only two developing nations signed DPO contract in 2010
    • The US saw the highest number of contract signings during 2006-10
    • The UK recorded the highest TCV in 2010
    • No country other than the US and the UK accounted for more that 10% of aggregate TCV
    • Canada continued to contribute to aggregate TCV during 2006-09
    • Only three vendors won multiple contracts in 2010
    • Leading IT vendors saw continuous contract wins through 2006-10
    • Vendors winning mega deals in 2010 topped the list by TCV
    • Most vendors signed contracts in only one year
  • GLOBAL DOCUMENT PROCESS OUTSOURCING MARKET TRENDS
    • Introduction
    • Unstructured data
    • Process efficiencies and cost advantages drive demand for DPO
    • DPO vendors enhance capabilities through acquisitions
      • Acquisitions by printer hardware vendors Xerox and Canon
      • Acquisitions in the document management/ECM application space
    • Regulatory requirements compel organization to adopt DPO
  • VENDOR PROFILES
    • Introduction
  • AUXILIO INC
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • CAPGEMINI
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • COGNIZANT TECHNOLOGY SOLUTIONS
    • Business description
    • Clients
    • Revenue breakdown
    • Major products and services
    • Key facts
    • Recent developments
  • CSC
    • Business description
    • Clients
    • Revenue breakdown
    • Major solutions and services
    • Key facts
    • Recent developments
  • FUJITSU
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • HOV SERVICES
    • Business description
    • Clients
    • Revenue breakdown
    • Major products and services
    • Key facts
    • Recent development
  • HP
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • IBM
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • NORTHROP GRUMMAN
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • OCÉ
    • Business description
    • Clients
    • Revenue breakdown
    • Major products and services
    • Key facts
    • Recent developments
  • RR DONNELLEY
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key Facts
    • Recent developments
  • T-SYSTEMS
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • XCHANGING
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • XEROX
    • Business description
    • Clients
    • Revenue breakdown
    • Major services and solutions
    • Key facts
    • Recent developments
  • APPENDIX
    • Methodology
    • Further reading
    • Ask the analyst
    • Disclaimer
+44 20 8816 8548

Ask a question about 2010 Leading Providers of Document Process Outsourcing Services

Enter the characters you see in the picture below
Captcha