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Geneva, Switzerland, 20 February 2013. On February 11-12 2013, the World Association of Investment Promotion Agencies (WAIPA) celebrated its XVIII World Investment Conference in Geneva, Switzerland with the hosting of the WAIPA World Investment Conference and Annual General Assembly. During the event, elections to the Steering Committee, the governing body for WAIPA, was also held. The post of Regional Director for Central America and the Caribbean on the WAIPA Steering Committee was secured by Jamaica’s national trade and investment promotion agency, Jamaica Promotions Corporation (JAMPRO), with significant support from the Investment Promotion Agencies present.


JAMPRO’s President, Mrs. Sancia Bennett-Templer, presented the candidacy for the organization. JAMPRO currently serves as the 1st Vice President on the CAIPA Board of Directors. CAIPA provided strategic and logistical support to JAMPRO in its bid for the regional directorship, with support for campaigning during the event provided by CAIPA Directors from Grenada (GIDC), the Dominican Republic (CEI-RD) and Saint Lucia (InvestStLucia). “This initiative was a regional collaborative effort and speaks to the successes we are able to achieve, if we work together”, notes CAIPA’s President, Mr. Ronald Theodore of the GIDC. “It is hoped that through this Regional Directorship post, we will be able to enhance the global image of the region and attract the much needed technical expertise to improve our capacity for attracting investment to the Caribbean”, he continued.

Support for CAIPA initiatives including its attendance at the WAIPA event was provided through its Secretariat, Caribbean Export Development Agency, with funding afforded by the European Union under the 10th European Development Fund, Regional Private Sector Development Programme.

Since its genesis in 2007, CAIPA has been actively working with its members to position the Caribbean as an ideal location for foreign direct investment, providing capacity building opportunities and tools for its members to enhance their overall promotional efforts


Jamaica’s Multi-million Dollar BPO Sector Forms Industry Association

Players in the growingg domestic Business Process Outsourcing (BPO)/ICT sector, which is currently valued at well over US$200 million (J$18 billion), have banded together to form the Business Processing Industry Association of Jamaica (BPIAJ) with the support of JAMPRO – the national investment and export promotion agency.

According to Epstein, the formation the BPIAJ is in keeping with the international practice in countries that enjoy sustained success in the BPO/ICT sector. He noted that the inception of the BPIAJ at this time was critical, and represents a private sector-led charge to lobby the government for the right policies and tools that will ensure the growth of the sector.

“We have 26 BPO/ICT companies in Jamaica and many of them are small. We want to make it our duty to help those small players grow their businesses as well. There is also a need for unity within our sector, and through this association, we will achieve that,” stated Epstein.

He indicated that areas of immediate focus of the newly formed association would include access to ready built space, cyber-crime legislation, development of a training curriculum recognised by the global industry, the establishment of a business incubator to allow start-ups to test the waters and public transportation issues related to the movement of staff. Epstein added that he was looking forward to strengthening the existing working relationship with JAMPRO, which has provided invaluable support to the industry, as well as the relevant ministries and state agencies.

In 2010/2011, ICT/BPO investments facilitated by JAMPRO totalled J$3.2 billion, and created 2,583 jobs. For 2011/2012 financial year, JAMPRO-facilitated investments created some 4,729 jobs, with 51% of this total being attributable to the ICT sector. The Jamaica Coalition of Service Industries (JCSI), which is housed within JAMPRO, provided assistance with the legal registration of the BPIAJ through the instrumentality of its newly developed Association Formation Guide.

Minister of Industry, Investment and Commerce Anthony Hylton congratulates Yoni Epstein, Chairman of newly formed Business Process Industry Association of Jamaica at JAMPRO hosted Launch.

Minister of Industry, Investment and Commerce, Anthony Hylton, in his address to the gathering at the launch, welcomed the formation of the BPIAJ, describing it as an important step towards realising the Vision 2030 Plan to use ICT to “enhance national productivity, efficiency and wealth”.

“By organizing yourselves, you have not only enhanced Jamaica’s reputation in the world, you are bringing even greater definition and structural integrity, to ensure that we build a BPO industry that will be a global benchmark,” stated Minister Hylton.

He added, “The formation of the BPIAJ is a tangible demonstration of our resolve to transform our economy through worthwhile ICT investments…I am very confident that the BPIAJ will bring the requisite thought leadership and collaboration to ensure that we build an industry that we will be proud of, and that will marvel the world.”

The local BPO industry, which currently employs some 11,500 workers, has been identified by the government as a priority sector in its development plan for the country. Global industry watchers have noted that Jamaica is well positioned to address the growing needs of the near-shore market business. Worldwide BPO spending has been increasing, and according to the International Data Corporation (IDC), the global BPO market will grow at an annual rate of 9% and reach about US$1 trillion by 2014.

Source: JAMPRO News Release

M. Thomas
Head, JAMPRO Corp Communications;
Telephone: (876) 978-7755

Global Gateways Grows Outsourcing Jobs in Jamaica

JACQUELINE Sutherland did not just dream. She carefully calculated each step of her journey in building what is now a lucrative contact centre enterprise in Jamaica.

Her company, Global Gateway Solutions, began operations in 2007 with five agents in a 5,000 square-foot facility in the Montego Bay Free Zone. Today, it has a staff of over 500 and occupies 30,000 square-feet of space.

Mark Jones and Jackie Sutherland of Global Gateway Solutions.

“I put them on the phones right away,” recalled a jovial Sutherland about the handfull of staff she started Global Gateway with four years ago, processing early-stage debt collections for a local firm.

“We started small but we have grown significantly,” she told Sunday Finance.

The genesis of GGS came long before those early days in the bustling free zone.

Sutherland migrated from Jamaica to the US during her final year of high school at Priory in St Andrew but vowed to return to contribute to the development of her homeland.

“I visited Jamaica every year and always had a desire to come back and hopefully start a business. I guess that was the initial drive,” she said.

Sutherland went on to acquire an undergraduate degree in Mathematics and Computer Science from Howard University and a Master’s in Telecommunications and Information Systems management from the University of Maryland. From there she became an influential technology executive in the US, working with Fortune 500 companies in areas related to

the selection and implementation of multimillion-dollar, customer service information technology systems.

It was while at Verizon Communications as director of information technology that Sutherland realised what type of service she would offer in Jamaica.

“My initial desire was to come back and do more of the higher level technology – more into information technology consultancy – but at the time the call centre business was ripe and flourishing, plus I was with Verizon when they started to outsource to India and so I became very familiar with the outsourcing of technology and call-centre services.”

Sutherland also observed a growing demand in the US for near-shore services rather than call centres in India — the centre of the industry at the time. What’s more, call centre space was growing in the Caribbean.

“So I decided that the time was right to explore opportunities to set up a facility in Jamaica,” she says.

Jampro, the national investment and export promotion arm of the Ministry of Industry, Investment and Commerce, played an integral role in helping Sutherland execute her business plan. The agency introduced her to Internet service providers and potential clients and made her aware of Jamaica’s infrastructure offerings.

“Jampro saw the value and was wonderful in the support that they gave. I came down and met with some folks and within the first week they escorted me to Montego Bay, I looked at my facility and decided that it was the right place for me to start,” she says.

Jampro president Sancia Bennett-Templer said it was particularly interested in helping Sutherland make her investment because of the immediate ability of the information and communications technology (ICT) sector to create jobs.

“This is a key mandate of the agency, and we are happy to share in the successes achieved by Global Gateway and other ICT/BPO (business process outsourcing) entities operating in Jamaica,” Bennett-Templer said.

All of Global Gateway’s start-up costs – roughly a couple hundred thousand US dollars — were paid by Sutherland out of pocket.

She initially opted to run the business remotely from Florida — as she was by then vice president at financial services company Bankrate — but later she returned home to focus on the venture.

Fast-forward four years and Global Gateway has emerged as one of the leading providers of contact centre solutions in Jamaica. A big part of this achievement can be attributed to the resources that US investor Mark Jones brought to the company in 2010. Jones, who was exploring opportunities in the local ICT space, bought a minority stake of Global Gateway that year and became the company chairman.

Sutherland acknowledged that Jones came on board at a time when the company needed both a financial fusion as well as the business acumen to realise serious growth.

“It’s been a great marriage of skill sets,” she said of the linkage, which was also facilitated by Jampro. “He brought the financing and accounting background to the company and I had the IT background.”

The results speak for themselves. At the start of 2010, Global Gateway had 50 agents and still occupied 5,000 square-feet in the Montego Bay Free Zone. By March 2010, it was well on its way to tying up a major deal with a company that would turn out to be one of its largest clients. Based on introductions once again facilitated by Jampro, it landed two additional contracts, which significantly bolstered the company’s growth momentum.

“We just began growing arms and legs, and I think by the middle of 2010 we grew to about 250 agents and added another 5,000 square feet of office space,” said Sutherland.

Global Gateway’s impressive expansion continued throughout the year, and at the start of 2011, the company’s staff complement increased to over 500, requiring an additional 10,000 square feet of space. The company recently secured another 10,000 square feet in an adjacent building in the free zone, bringing its total space to 30,000 square feet. And it is in the process of building out the new space, while eyeing expansion into Kingston.

“We have gathered momentum and credibility, and we’re now at a size that puts us in a position to attract top-tier international clients who are looking to bring 100 to 400 jobs as an opening proposition. This business always requires a hand-in-hand awareness of client expansion so we try to match those as closely as we can,” said Jones.

“In this business, when the opportunity comes, you have to have the facilities and the space within a 60 to 90-day window, so we try to stay a little ahead of our growth in that respect so that we are able to meet the demands of our clients,” he added.

Jones and Sutherland remain as impressed and encouraged as they were in the beginning by the quality of Jamaican talent available to the ICT sector. The chairman is bullish about the large and growing English-speaking workforce, which he said has the potential to provide world-class service at all levels of the industry.

“Right now, there are about 11,000 people in the ICT industry. Some 30,000 students are graduating every year and some meaningful proportion of those students certainly have the qualifications to be in the ICT sector — certainly enough, we think, to allow this industry to grow to 50,000 or 75,000 people,” said Jones.

Sutherland noted that the Jamaica workforce lends itself to providing outsourcing service to North American companies in particular, due to the island’s cultural affinity to the US and the ability of the agents to adopt a neutral accent that is easily understood. Even in cases where the Jamaican accent is clear, customers of Global Gateway’s clients have indicated that they find it more “welcoming” than the accents of agents from other countries.

Both principals of Global Gateway also identified the island’s robust telecommunications infrastructure and the relatively low cost structure required to set up operations as key factors for investing in Jamaica’s ICT sector.

Bennett-Templer of Jampro is confident that there will be many similar success stories going forward in the ICT sector.

“We look forward to landing more exemplary ICT projects, and facilitate the expansion of an increasing number of small players in Jamaica to become outstanding success stories as well,” she said.

Source: Jamaica Observer

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