Finance and Accounting BPO Market Landscape, 2013

Transcription

1 The Knowledge Community for Global Business & IT Services Finance and Accounting BPO Market Landscape, 2013 Market Evaluation, Forecast and Competitive Analysis Conducted with the support of KPMG s Shared Services and Outsourcing Advisory Practice March 2013 Phil Fersht Founder & CEO, HfS Research phil.fersht@hfsresearch.com Ron Walker Principal, Shared Services and Outsourcing Advisory, KPMG LLP rwalker@kpmg.com Brian Dubiel Principal Analyst brian.dubiel@hfsresearch.com

2 Table of Contents Topic Page Executive Summary 3 Research Methodology 7 Market Size and Forecast 11 Key Market Dynamics 18 Competitive Landscape 28 Multi-Process F&A BPO Deal Trends 38 Market-Wrap and Recommendations 50 About the Authors 55 The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity HfS Research Ltd. Proprietary Page 2

3 Multi-Process F&A BPO Deal Trends

4 What Types of Companies are Using FAO? Large Companies (+$5B) Continue to Dominate the FAO Outsourcing Market Client Organization s Revenue as % of Deals Percentage of Deals <$1B 13% NA 2% $1-2.5B 9% $21B 31% $2,5B - $5B 14% $5B+ 20% Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 39 $10-20B 11%

5 BFSI, Telecom, Software, High-Tech and other Manufacturing Companies are Leading the Way with Deal Saturation in FAO Behind the Numbers 16% 14% 12% 10% 8% 6% 4% 2% 0% 13.7% 13.6% 13.0% 10.7% 10.1% 7.9% 7.9% 7.3% 5.4% A strong all around FAO adoption by a variety of horizontal industries. Opportunity for growth in a number of industries, especially within the Public Sector 3.7% 3.5% 1.3% 1.0% 0.9% Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 40

6 Although Almost Half of the Deals are Signed in North America, the Regions Serviced are More Evenly Spread Average % Spread of F&A BPO Work Being Serviced Percentage of FTEs 35% 31.8% Behind the Numbers 30% 25% Compared to prior years, LA s demand for FAO increased has significantly increased, albeit it for transactional based activities and services. 20% 19.8% 16.0% 15% 10% 10.0% 9.7% 6.9% 5% 0% North America Continental Europe 1.7% 1.4% UK Other APAC India Latin America ANZ China Japan 0.2% Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 41

7 FAO Deals Have Consistently Fallen Within the 4-5 Year Range or Less Length of FAO Contract Term Number of Contracts 45% 40% 35% 30% 41.07% Behind the Numbers The lack of extremely long-term deals indicates a gradual trend towards buyer flexibility. 25% 20% 15% 10% 16.28% 19.45% 11.67% 9.51% 5% 0% 2.02% < 2 Years 2-3 Years 4-5 Years 6-7 Years 8-10 Years > 10 Years Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 42

8 Multi-Process FAO Engagements Center Heavily on Transaction Accounting Process with Major Uptick in Reporting Processes 100% 75% 78% Transactional Accounting 67% 50% 25% 52% 39% 25% 34% 25% 47% 21% 20% Reporting 43% 36% 30% Financial Planning 16% 15% 9% 11% Business Transformation 17% 21% 17% 0% Accounts Payable Travel & Expenses Billing/Invoicing Cash App/Accounts Receivable Credit Collections Revenue Accounting Fixed Asset Accounting Tax Filing Payroll Inter-Company Accounting Regulatory/Statutory Accounting Management Reporting Risk Management/Treasury Internal Auditing Financial Planning & Analysis Business Intelligence Financial Process Consulting Change Management & Communications Support Supporting Innovation Roadmap Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 43

9 A Mix of Changes Have Occurred Since 2011: FAO Business Transformation Activities Have Taken the Largest Hit 100% Transactional Accounting 75% 50% Reporting Business Transformation 25% Financial Planning 0% Accounts Payable Travel & Expenses Billing/Invoicing Cash App/Accounts Receivable Credit Collections Revenue Accounting Fixed Asset Accounting Tax Filing Payroll Inter-Company Accounting Regulatory/Statutory Accounting Management Reporting Risk Management/Treasury Internal Auditing Financial Planning & Analysis Business Intelligence Financial Process Consulting Change Management & Communications Support Supporting Innovation Roadmap Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 44

10 Major Changes to Business Transformation Activities Have Occurred Since % 40.0% 38.2% 47.3% 2010 Survey 2013 Survey 25% 0% 16.5% Financial process Financial consulting Process Consulting 20.8% Changement Change Management Management & & Communications Communications support Support 17.4% Supporting innovation Supporting roadmap Innovation Roadmap Behind the Numbers Since 2010, the lack of deals showing some form of Finance and Accounting Transformation activity have fallen greatly. This could be the result of more cost based outsourcing motives rather than using providers as a strategic transformation partner. Notes - Annual contract values are estimated where not provided and include related people and technology to service F&A outsourcing services only - Some service providers did not provide sufficient information to estimate contract value Source: HfS Research, 2013, n = 694 FAO Contracts 2013 HfS Research Ltd. Proprietary Page 45

11 FAO Remains Dominated by FTE Models While Gainsharing is Becoming an Increasingly Attractive Option for Buyers Fee Structure Percentage of Contracts 80% 60% 62.66% 40% 20% 15.93% 10.70% 14.23% 0% FTE Transactional Hybrid Gainshare Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 46

12 FAO Remains Dominated by FTE Models While Gainsharing is Becoming an Increasingly Attractive Option for Buyers % F&A BPO Contracts 100% 80% 60% 40% 20% 10% 18% 19% 25% 24% 24% 16% 21% 15% 16% 66% 66% 60% 60% 62% Transaction-based Hybrid FTE-based 0% Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 47

13 FAO Remains Dominated by FTE Models While Gainsharing is Becoming an Increasingly Attractive Option for Buyers 100% % F&A BPO Contracts 80% 60% 40% 20% 24% 76% 37% 63% Transactional / Hybrid / Gainshare FTE Excusive Model 0% Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled 2013 HfS Research Ltd. Proprietary Page 48

14 Sole Sourced F&A BPO Deals Have Increased Over the Course of a Year and Advisors Continue to Look in From the Outside New F&A BPO Deals, Percentage Sole Sources vs. Competitive Bid Percentage of Deals 100% New F&A BPO Deals ( ), Competitive Percentage use of Advisors Percentage of Deals Yes Advisor Used 31% 75% 75% Competitive Bid 70% No Advisor Used 69% 50% 25% New F&A BPO Deals ( ), Sole Sourced Percentage use of Advisors Percentage of Deals Yes Advisor Used, 30% 0% 25% Sole Sourced 30% No Advisor Used, 70% Source: HfS Research, 2013; n = 745 live multi-process FAO Contracts; based on live FAO contracts over $1M in TCV with a min. of two core F&A processes bundled; Note: Total percentage discrepancy is a result of lack of detail on technology aspects of deals across certain providers HfS Research Ltd. Proprietary Page 49

15 About the Authors

16 Phil Fersht Founder and CEO, HfS Research Overview Over 17 years business experience in the global outsourcing and shared services industry across US, Europe and Asia An acknowledged industry advisor, strategist, author, speaker, practitioner and blogger Advised on 100s of global IT & BPO engagements Previous Experience Practice Head for IT Services & BPO Practice, AMR Research (Gartner Inc.) BPO Marketplace Leader at Deloitte Consulting Vice President for Everest Group, leading research and consulting teams based in the US and India. Prior Career Regional Director, IDC Asia/Pacific Program Manager, European IT Markets Services, IDC Europe Education BS with Honors in European Business & Technology from Coventry University, United Kingdom Diplôme Universitaire de Technologie in Business & Technology from the University of Grenoble, France 2013 HfS Research Ltd. Proprietary Page 56

17 Ron Walker Principal, Shared Services and Outsourcing Advisory, KPMG LLP Overview Member of the SSOA practice, specializing in transformation, shared services, outsourcing, and G&A processes. Leader for hundreds of improvement initiatives, including more than 80 shared services and/or new outsourcing relationships Leader for multiple outsourcing transactions from $1.5M - $1.5B across many functional areas including IT, HR, F&A, Supply Chain, Customer Care, and RE & FM Early practitioner in the business process outsourcing (BPO) industry and was a founding member of an F&A BPO service provider. rwalker@kpmg.com Previous Experience Led strategic sourcing assessment for a global 1000 FSI in its efforts to develop a new service delivery model for their back-office general and administrative functions. Provided the account leadership for FORTUNE 100 telecommunications company in its process of outsourcing real estate and facilities management functions in North America. Led strategic engagement to evaluate and implement service delivery model options for a leading software provider in the healthcare industry. Led initial evaluation and assessment for a large natural resources company as it evaluated internal and external G&A cost enhancement strategies HfS Research Ltd. Proprietary Page 57

18 Brian Dubiel Principal Analyst, HfS Research Overview Covers the Finance and Accounting and Procurement Outsourcing industries for HfS Research An acknowledged industry expert in BPO operations, having worked on multiple engagements including areas such as KPO, FAO, PO and LPO domains Previous Experience Served as the outsourcing category manager for State Street s Bank Initiated and developed State Street s Outsourcing Center of Excellence, creating corporate outsourcing tools and methodology, and standardizing knowledge for internal business lines to better govern their outsourcing providers and sourcing events Education Dual BA in Economics and Philosophy from Trinity College MBA with an Operations and Supply Chain concentration from Northeastern University 2013 HfS Research Ltd. Proprietary Page 58

19 About HfS Research 20 dedicated analysts across US, Europe and Asia/Pac Industry leading focus on demand-side trends, market landscapes, competitive evaluations, pricing dynamics, market sizing and forecasting Educates and facilitates discussion among the world s largest knowledge community of services and operations executives, currently comprising 120,000 subscribers. 19,000 LinkedIn Group members; leading blog and research portal in the services industry The largest web and social media presence in the sourcing industry A major following from the buy-side: 40% of readership comes from sourcing buyers We leverage our vast community of sourcing professionals to deliver rapid insights on global sourcing industry trends & developments - Surveyed over 15,000 organizations in on their sourcing intentions and dynamics 2013 HfS Research Ltd. Proprietary Page 59

20 About HfS Research HfS Research ( is a leading independent global analyst authority and knowledge community for the business and IT services industry. HfS is unique in the fact that it serves the research and strategy needs of business operations leaders across finance, supply chain, human resources, marketing, customer management, IT and core industry functions. In addition to researching business operations strategies, HfS educates and facilitates discussion among the world's largest knowledge community of enterprise services professionals, currently comprising 120,000 subscribers. HfS Research also facilitates the HfS Sourcing Executive Council, the acclaimed elite group of sourcing practitioners from leading organizations, which meets on a bi-annual basis to share the future direction of the global services industry and discuss the future enterprise operations framework. Led by recognized industry expert Phil Fersht, HfS Research differentiates itself with its global team of expert services analysts with real industry experience, provocative and opinionated research, unrivalled market analytics, and a view of technology as an enabler for business process improvement. Its on-demand expertise relationship model helps clients leverage HfS knowledge and strategic insight in a rapid, responsive and engaging manner. In 2010 & 2011, HfS was awarded Analyst of the Year by the International Institute of Analyst Relations (IIAR), the premier body of analyst-facing professionals, and achieved the distinctive award of being voted the research analyst industry's most Innovative Analyst Firm in Now in its sixth year of publication, HfS Research's acclaimed blog Horses for Sources is widely recognized as the leading destination for unfettered collective insight, research and open debate of sourcing industry issues and developments. To learn more about HfS Research, please research@hfsresearch.com HfS Research Ltd. Proprietary Page 60

21 About KPMG s Shared Service and Outsourcing Advisory KPMG is a leading provider of global sourcing advisory services, has the ability to help member firms clients transform enterprise services to help improve value, increase agility, and create sustainable business performance. Who we are: Shared Services and Outsourcing Advisory brings a specialized global team of more than 400 professionals within KPMG s global network of independent member firms operating in 152 countries. What we do: We help clients align their business strategy, organization, and execution to enable them to manage the entire IT and business process life-cycle, improving business performance, and laying the groundwork for genuine business transformation.. How we do it: We apply focused research, automating tools, proprietary data, clear business acumen, and a forwardthinking mind-set to provide timely, objective, actionable advice and practical approaches for clients HfS Research Ltd. Proprietary Page 61

22 More From KPMG on Related Topics KPMG Shared Services & Outsourcing Institute ( About Global Sourcing Advisor Pulse Surveys ( KPMG Advisory Institute Home ( KPMG Institutes Home ( Blog: Advice Worth Keeping ( Podcasts: Advice Worth Keeping ( KPMG RSS Feeds KPMG International s Trademarks are the sole property of KPMG International and their use here does not imply auditing by or endorsement of KPMG International or any of its member firms KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved. KPMG and the KPMG logo are registered trademarks of KPMG International Cooperative ("KPMG International"), a Swiss entity 2013 HfS Research Ltd. Proprietary Page 62

23 The Knowledge Community for Global Business & IT Services Phil Fersht Founder & CEO, HfS Research Ron Walker Principal, Shared Services and Outsourcing Advisory, KPMG LLP Brian Dubiel Principal Analyst