Information Technology Enabled Services (ITeS)
IT-enabled Services (ITeS), also called web-enabled services or remote services or Tele-working, covers the entire gamut of operations that exploit information technology for improving the efficiency of an organization.
The outcome of an IT-enabled service is in the two forms:
- Direct Improved Service
- Indirect Benefits.
Information Technology Enabled Services (ITeS) Processes and Services
ITeS provide a range of IT-intensive processes and services, which includes business process outsourcing (BPO) and knowledge process outsourcing (KPO), provided from a distant location and delivered over telecom networks.
ITeS focus on verticals such as content management, finance, and accounts, research and analytics segment. ITeS includes:
- Customer Interaction services -including call center facilities
- Back office operations -data entry, including finance and accounting and HR services.
- Transcription/Translation services
- Content development/animation/engineering/design
- Other services including remote education, market research, network consultancy, and management
Some of the most important areas where IT-enabled services can be deployed are:
- Customer Support Centres
- Data Ware House
- Transcription Centres
- GIS Mapping for Transport tracking
- Electronic Distribution.
Factors Which Have Propelled the Growth of the Indian ITES Sector
- Newly emerging verticals, such as retail, healthcare, utilities, etc.
- A revival in the demand for IT services from both the US and Europe
- Focused government initiatives leading to increased ICT adoption
- Growth in the number of high-value clients
- A spurt in the SMAC market (social, mobility, analytics, cloud) to support ITES services
- Growing R&D expenditure across the globe
- Rising costs to train the new workforce
- Plan of the Indian government to lay down a large-scale optical fiber network connecting the whole country
- Partial privatization of telecommunication
- Low operating costs as compared to most other developed and developing nations
- Development of multiple SEZs