Connect with us

Feature/OPED

Smart Partnership Ecosystems: Firms Leveraging on External Expertise to Outpace ‘In-house’ Mindset

Published

on

By Kabelo Makwane

Think about a typical South African business and you’ll likely be thinking about a company where everything, or nearly everything, remains insourced. From HR to finance, supply chain and procurement, an ‘in-house’ mindset often pervades.

At the same time, when management is focused mainly on the business’ ”core” operations, the upshot is often inefficiency in the non-core functions. And when it comes to ‘non-core’ functions – including procurement, marketing, HR, finance and others – many South African companies haven’t considered outsourcing. Yet, internationally, that inclination exists – tapping into business process services (BPS) and leveraging smart partnerships are far more the norm, and with good reason.

According to a report from HfS Research and Accenture (NYSE: ACN), organizations that leverage Intelligent Operations to make decisions and act in real-time will be best placed to thrive in the future. Establishing an ecosystem of smart partnerships allows organizations to leverage these partners’ innovation potential, complementary skill sets and new technologies to drive innovation. In fact over 90% of survey respondents said working closely with partners would be important to help them meet business objectives.

Organizations that partner with a business process service provider can expect to achieve more than streamlined operations. Business process services can also help break down the silos between the front and back offices, which is essential to delivering a superior customer experience and deftly responding to evolving business needs. By tapping into business process services and intelligently leveraging and embedding applied intelligence, it has become possible not only to drive efficiency, but also to unlock trapped value in often-overlooked areas – such as HR, supply chain and procurement.

Part of the value stems from the automaton of routine processes. Yet there’s an additional value gain in insight. With data analytics and machine learning, it becomes possible to leverage an understanding of how both customers and staff operate. With that comes knowledge of how machines can best automate, augment and assist. The result is that people, process and technology come together – freeing human beings to focus more of their attention on tasks that require uniquely human ingenuity.

A relevant example is account opening. Whether a retail or supplier account, the process has become highly standardised: gather and check bank statements, confirm addresses, verify identities and business names and so forth. Given the standard nature of the inputs and the process required to compile them, it’s easy to automate. In this case, anomalies are thrown out as exceptions – and from there passed to an agent to resolve.

BPS and beyond

But the paradigm of single-business BPS solutions extends even further – into cross-industry ecosystems. Here, technological advancements are not only disrupting traditional value chains but also lowering barriers to industry entry.

In financial services, for example, by leveraging open Application Programming Interfaces (APIs), it has become possible to create fintech spinoffs that handle processes formerly part of banking core value chains. In fact, disaggregation of the banking chain is no longer a novelty. Be it in the realm of payments, customer relations or even capital markets, the insourcing paradigm is being superseded.

From an eCommerce perspective particularly, tapping into a platform is not only efficient, but also necessary. Businesses wanting to transact digitally need access to platforms flexible enough to allow customers to interact with the business on demand, and with the levels of personalisation today’s consumers expect.

Business owners don’t own all the necessary capabilities, however: driving click-throughs to payment, for example, or leading customers from viewing a product in a digital showroom to making a purchase often require outside capabilities that organizations wanting to sell online need to tap into. The value chain encompasses a number of specialist processes; each of which is a key aspect of the buying experience. Proactive advertising, specialist product parameters, access to funding options – all need to come together in a user-friendly platform that enables organizations to compete with others already in the marketplace.

Sales is one application; sourcing is another. Platform-based analytics tools can help drive supply chain efficiencies by suggesting input items and price, based on product comparisons and buying histories; automation and machine learning continually refine the suggestions, making the process more efficient over time.

From an HR perspective, business process services offer clients an ability to pursue and accelerate their transformation agenda. Improving the employee experience with intelligent self-service means repetitive tasks such as employee queries about policies, entitlements and medical aid can be handled by a chatbot, freeing HR staff to address more complex, human issues such as company culture. Cloud HCMs, automation, artificial intelligence and analytics are part of an integrated platform, enabling intelligent operations.

Far more than simply enabling efficiency and savings, through Intelligent Operations, business process services have the ability to unlock value formerly hidden in often-overlooked ‘cost-centre’ functions such as procurement and finance. Our report found that organizations which harness the combination of innovative talent, diverse data, and applied intelligence will be in the best position to overcome digital disruption and use data-driven insights to drive superior business outcomes. Nearly 90% respondents from our survey believe automation and AI will help them achieve their business goals.

Technology is changing how business is done. But using that technology effectively requires human ingenuity and business-savvy talent.

By Kabelo Makwane is the Managing Director for Accenture Operations in Africa

Modupe Gbadeyanka is a fast-rising journalist with Business Post Nigeria. Her passion for journalism is amazing. She is willing to learn more with a view to becoming one of the best pen-pushers in Nigeria. Her role models are the duo of CNN's Richard Quest and Christiane Amanpour.

Click to comment

Leave a Reply

Feature/OPED

The Future of Payments: Key Trends to Watch in 2025

Published

on

Luke Kyohere

By Luke Kyohere

The global payments landscape is undergoing a rapid transformation. New technologies coupled with the rising demand for seamless, secure, and efficient transactions has spurred on an exciting new era of innovation and growth. With 2025 fast approaching, here are important trends that will shape the future of payments:

1. The rise of real-time payments

Until recently, real-time payments have been used in Africa for cross-border mobile money payments, but less so for traditional payments. We are seeing companies like Mastercard investing in this area, as well as central banks in Africa putting focus on this. 

2. Cashless payments will increase

In 2025, we will see the continued acceleration of cashless payments across Africa. B2B payments in particular will also increase. Digital payments began between individuals but are now becoming commonplace for larger corporate transactions. 

3. Digital currency will hit mainstream

In the cryptocurrency space, we will see an increase in the use of stablecoins like United States Digital Currency (USDC) and Tether (USDT) which are linked to US dollars. These will come to replace traditional cryptocurrencies as their price point is more stable. This year, many countries will begin preparing for Central Bank Digital Currencies (CBDCs), government-backed digital currencies which use blockchain. 

The increased uptake of digital currencies reflects the maturity of distributed ledger technology and improved API availability. 

4. Increased government oversight

As adoption of digital currencies will increase, governments will also put more focus into monitoring these flows. In particular, this will centre on companies and banks rather than individuals. The goal of this will be to control and occasionally curb runaway foreign exchange (FX) rates.

5. Business leaders buy into AI technology

In 2025, we will see many business leaders buying into AI through respected providers relying on well-researched platforms and huge data sets. Most companies don’t have the budget to invest in their own research and development in AI, so many are now opting to ‘buy’ into the technology rather than ‘build’ it themselves. Moreover, many businesses are concerned about the risks associated with data ownership and accuracy so buying software is another way to avoid this risk. 

6. Continued AI Adoption in Payments

In payments, the proliferation of AI will continue to improve user experience and increase security.  To detect fraud, AI is used to track patterns and payment flows in real-time. If unusual activity is detected, the technology can be used to flag or even block payments which may be fraudulent. 

When it comes to user experience, we will also see AI being used to improve the interface design of payment platforms. The technology will also increasingly be used for translation for international payment platforms.

7. Rise of Super Apps

To get more from their platforms, mobile network operators are building comprehensive service platforms, integrating multiple payment experiences into a single app. This reflects the shift of many users moving from text-based services to mobile apps. Rather than offering a single service, super apps are packing many other services into a single app. For example, apps which may have previously been used primarily for lending, now have options for saving and paying bills. 

8. Business strategy shift

Recent major technological changes will force business leaders to focus on much shorter prediction and reaction cycles. Because the rate of change has been unprecedented in the past year, this will force decision-makers to adapt quickly, be decisive and nimble. 

As the payments space evolves,  businesses, banks, and governments must continually embrace innovation, collaboration, and prioritise customer needs. These efforts build a more inclusive, secure, and efficient payment system that supports local to global economic growth – enabling true financial inclusion across borders.

Luke Kyohere is the Group Chief Product and Innovation Officer at Onafriq

Continue Reading

Feature/OPED

Ghana’s Democratic Triumph: A Call to Action for Nigeria’s 2027 Elections

Published

on

ghana election 2024

In a heartfelt statement released today, the Conference of Nigeria Political Parties (CNPP) has extended its warmest congratulations to Ghana’s President-Elect, emphasizing the importance of learning from Ghana’s recent electoral success as Nigeria gears up for its 2027 general elections.

In a statement signed by its Deputy National Publicity Secretary, Comrade James Ezema, the CNPP highlighted the need for Nigeria to reclaim its status as a leader in democratic governance in Africa.

“The recent victory of Ghana’s President-Elect is a testament to the maturity and resilience of Ghana’s democracy,” the CNPP stated. “As we celebrate this achievement, we must reflect on the lessons that Nigeria can learn from our West African neighbour.”

The CNPP’s message underscored the significance of free, fair, and credible elections, a standard that Ghana has set and one that Nigeria has previously achieved under former President Goodluck Jonathan in 2015. “It is high time for Nigeria to reclaim its position as a beacon of democracy in Africa,” the CNPP asserted, calling for a renewed commitment to the electoral process.

Central to CNPP’s message is the insistence that “the will of the people must be supreme in Nigeria’s electoral processes.” The umbrella body of all registered political parties and political associations in Nigeria CNPP emphasized the necessity of an electoral system that genuinely reflects the wishes of the Nigerian populace. “We must strive to create an environment where elections are free from manipulation, violence, and intimidation,” the CNPP urged, calling on the Independent National Electoral Commission (INEC) to take decisive action to ensure the integrity of the electoral process.

The CNPP also expressed concern over premature declarations regarding the 2027 elections, stating, “It is disheartening to note that some individuals are already announcing that there is no vacancy in Aso Rock in 2027. This kind of statement not only undermines the democratic principles that our nation holds dear but also distracts from the pressing need for the current administration to earn the trust of the electorate.”

The CNPP viewed the upcoming elections as a pivotal moment for Nigeria. “The 2027 general elections present a unique opportunity for Nigeria to reclaim its position as a leader in democratic governance in Africa,” it remarked. The body called on all stakeholders — including the executive, legislature, judiciary, the Independent National Electoral Commission (INEC), and civil society organisations — to collaborate in ensuring that elections are transparent, credible, and reflective of the will of the Nigerian people.

As the most populous African country prepares for the 2027 elections, the CNPP urged all Nigerians to remain vigilant and committed to democratic principles. “We must work together to ensure that our elections are free from violence, intimidation, and manipulation,” the statement stated, reaffirming the CNPP’s commitment to promoting a peaceful and credible electoral process.

In conclusion, the CNPP congratulated the President-Elect of Ghana and the Ghanaian people on their remarkable achievements.

“We look forward to learning from their experience and working together to strengthen democracy in our region,” the CNPP concluded.

Continue Reading

Feature/OPED

The Need to Promote Equality, Equity and Fairness in Nigeria’s Proposed Tax Reforms

Published

on

tax reform recommendations

By Kenechukwu Aguolu

The proposed tax reform, involving four tax bills introduced by the Federal Government, has received significant criticism. Notably, it was rejected by the Governors’ Forum but was still forwarded to the National Assembly. Unlike the various bold economic decisions made by this government, concessions will likely need to be made on these tax reforms, which involve legislative amendments and therefore cannot be imposed by the executive. This article highlights the purposes of taxation, the qualities of a good tax system, and some of the implications of the proposed tax reforms.

One of the major purposes of taxation is to generate revenue for the government to finance its activities. A good tax system should raise sufficient revenue for the government to fund its operations, and support economic and infrastructural development. For any country to achieve meaningful progress, its tax-to-GDP ratio should be at least 15%. Currently, Nigeria’s tax-to-GDP ratio is less than 11%. The proposed tax reforms aim to increase this ratio to 18% within the next three years.

A good tax system should also promote income redistribution and equality by implementing progressive tax policies. In line with this, the proposed tax reforms favour low-income earners. For example, individuals earning less than one million naira annually are exempted from personal income tax. Additionally, essential goods and services such as food, accommodation, and transportation, which constitute a significant portion of household consumption for low- and middle-income groups, are to be exempted from VAT.

In addition to equality, a good tax system should ensure equity and fairness, a key area of contention surrounding the proposed reforms. If implemented, the amendments to the Value Added Tax could lead to a significant reduction in the federal allocation for some states; impairing their ability to finance government operations and development projects. The VAT amendments should be holistically revisited to promote fairness and national unity.

The establishment of a single agency to collect government taxes, the Nigeria Revenue Service, could reduce loopholes that have previously resulted in revenue losses, provided proper controls are put in place. It is logically easier to monitor revenue collection by one agency than by multiple agencies. However, this is not a magical solution. With automation, revenue collection can be seamless whether it is managed by one agency or several, as long as monitoring and accountability measures are implemented effectively.

The proposed tax reforms by the Federal Government are well-intentioned. However, all concerns raised by Nigerians should be looked into, and concessions should be made where necessary. Policies are more effective when they are adapted to suit the unique characteristics of a nation, rather than adopted wholesale. A good tax system should aim to raise sufficient revenue, ensure equitable income distribution, and promote equality, equity, and fairness.

Continue Reading

Trending