2. Advertorial Interview of Country Representative
Stable Costs and High Quality of Talent
Pool is Jordan’s Primary Value
Proposition
How is the Jordan economy growing
presently, and what are the projections for
the immediate future?
Jordan has focused on creating a globally
integrated economy that is knowledge-
centric. Over the past two decades, prudent
fiscal and monetary policies have helped in
maintaining low inflation rates in the range of
3-5 percent and a stable currency. Exports in
the country increased from USD 4.3 billion in
2005 to nearly USD 6.3 billion in 2009. His Excellency Marwan Juma Mr. Aiman Mazahreh
Minister of Information & Chairman-Int@j
Communications Technology
External debt during the period decreased
Jordan is fast emerging as a destination of
from 56 to 21.7 percent. Gross official reserves
at the end of 2009 stood at USD 10.8 billion.
Jordan has adopted aggressive and choice for outsourcing.
comprehensive development processes with
active participation from the private sector to the economy, and produce14,928 direct Together with attractive incentives,
which are targeted at creating an investment- jobs. Exports have increased with an average investor-friendly policies and excellent
friendly climate in the country. Many of 343 percent in comparison to 2007, while infrastructure, Jordan has everything
businesses are finding Jordan to be one of the investments increased by 164 percent. The required for a smart outsourcing
most liberal and business-friendly economies industry is expected to grow to USD 250 destination. Jordan’s progressive
in the region. million over the next three years, creating government has also recently launched a
over 10,000 jobs. The outsourcing sector is new Development Zone strategy,
further supported by Jordan being one of encompassing multiple specialized zones
How did the outsourcing industry evolve in
the initial countries in the region to establish at specific industries such as outsourcing.
Jordan and what is the expected growth in
a chapter of the International Association of These development zones offer aggressive
the industry?
Outsourcing Professionals (IAOP). This financial incentives to complement existing
Jordan, as an outsourcing destination, started reflects on the growth of the country as an economic advantages of operating in
gaining prominence a decade ago. Key outsourcing destination and provides an Jordan.
potentials for the growth of the industry such extremely conducive environment for
as a qualified workforce, competitive cost service providers and shared services
What are the infrastructure
structures, a near-shore location and a organizations.
requirements of the industry and how
convenient time zone were identified early well does the country meet these
on. Strong government backing was provided What are the key factors that contribute requirements?
with world-class infrastructure, dedicated
into making the country an outsourcing
business parks and a liberal economic Jordan has one of the most open
destination of choice?
environment. Today Information and telecommunication markets in the Middle
Communication Technology (ICT) and Jordan’s primary value proposition lies in its East which is overseen by an independent
Information Technology Enabled Services stable costs, and the high quality of its talent regulator. Jordan is connected to the
(ITES) industry both contribute 14.3 percent pool that is sustainable in the long-term. international network through various fiber
...continued
http://www.intaj.net/outsourcing
3. Advertorial Interview of Country Representative
...continued from previous page
optic links, in addition to satellite connectivity government taking to ensure quality of by integrating technology in the
and terrestrial links with neighboring talent and how are you ensuring classrooms. Intel Teach Initiative has been
countries using modern fiber optic cable scalability of the available talent? introduced as a worldwide program that
networks. Jordan has three main submarine focuses on using computer technology as a
cables that provide reliable international Jordan has a young population with nearly powerful teaching tool and enhances the
connectivity. In addition, Damamax is part of 70 percent under the age of 30. Jordan has creativity levels of both teachers and
the Hong Kong Telecom Group PCCW’s Global one of the most successful education students. An MoU was signed between
Network, providing MPLS connectivity to systems in the region with a literacy rate of Microsoft and the Ministry of Education in
more than 1,000 cities worldwide at very 92 percent. The country is ranked first in the 2003 that focuses on creating an
competitive prices. Middle East by the World Bank in terms of Innovative Teachers Network (ITN), a
educational reforms. The government School Technology Innovation Center
The country has developed dedicated spends 20.6 percent of its public (STIC) and an Education Support Center.
business parks within the Development expenditure on the educational system.
Zones to nurture the growth of its priority English is being taught at an early age in all The government is providing computer
sectors, such as ICT and BPO. These business schools, and modern technologies and labs in all public schools and universities as
parks offer plug-and-play office space, methods have been introduced in the part of its comprehensive e-learning
connectivity and services to local and educational system to ensure technology program. A country-wide broadband
international firms and a streamlined process proficiency. network connecting all public schools,
of setting up operations. universities, community access centers and
There are a number of public-private community colleges is also being
initiatives that are focused on creating a deployed.
People are a key asset in this industry. knowledge-based economy in the country
What measures are the industry and the
http://www.intaj.net/outsourcing
4. Outsourcing Oasis of the Middle East Advertorial The Jordan Factfile
Jordan, located where Africa, Asia and Europe converge, is ideally positioned as
an investment gateway to the Middle East.
The country’s robust economy, huge talent pool of human capital, temperate climate, convenient
time-zone, state-of-the-art infrastructure and the ongoing economic liberalization procedures
make it one of the most preferred destinations for outsourcing firms. Jordan’s immense human
capital is one of the main drivers of growth in the region. A workforce, widely regarded as one of
the most competitive and qualified in the region, has contributed to Jordan being ranked ninth in
the 2009 Global Service Location Index (GSLI) by analyst firm AT Kearney. Strong work ethics and
low attrition rates work in Jordan’s favor. Jordan invests more than 20.4 percent of its GDP on
education and has more than 200,000 upcoming graduates to meet the demands of the fast
growing outsourcing industry.
Jordan possesses world-class infrastructure in terms of Internet connectivity, telecommunications
network as well as transport accessibility within the country and to international destinations.
Dedicated business parks which boast of international standards of connectivity and services have
been set up in Amman and Irbid to nurture the growth of the BPO industry in the country. These
parks offer a streamlined regulatory environment and various tax benefits, coupled with high-end
housing and associated facilities to attract and retain further investment in the outsourcing sector.
Jordan enjoys strong government support and reliable telecom connectivity through various
international submarine cables for its ICT sector. This has made it the fastest growing sector in the
Jordanian economy with an annual average growth rate of 25 percent. The ideal location of the
country, investment-friendly economic climate and competitive rates contribute to the steady rise
of Jordan as a preferred outsourcing location.
at a glance
Currency: Jordanian Dinar Countries that outsource business to Jordan:
Gulf Cooperation Council (GCC) countries, US, UK, Middle East
Main industries: Tourism, Banking & Financial Services, and North Africa (MENA) region
Engineering Services, Healthcare & Pharmaceuticals, Energy &
Renewable Energy, Information & Communications Technology Key verticals: Healthcare, Banking, Insurance, Telecom,
Hospitality, Technology
Literacy rate: 92%
Key services: Business Process Outsourcing,
Languages spoken: Arabic (official), English, French, German, Information Technology Outsourcing, Knowledge Process
Armenian, Spanish Outsourcing, Shared Service Centers and contact centers
International airport: Amman (2), Aqaba Some big players: Hewlett-Packard (HP), Dell Perot Systems,
CISCO TAC, CrysTelCall, Extensya, Aspire Services, Microsoft, Oracle
GDP growth (World Bank): 2.8% (2009)
Key competitive advantages: Robust Economy, Strategic Location
th
Global ranking: 9 in the 2009 Global Service Location and Convenient Time Zone, Immense Human Capital Resources,
Index by analyst firm AT Kearney Investor-friendly Economic Environment
Quick look at the IT-BPO sector growth Main cities: Amman, Irbid
Total number of employees: 14,928 Emerging locations: Aqaba
Annual growth rate of IT/BPO sector: 25 percent
http://www.intaj.net/outsourcing
5. Advertorial Opportunities and Future Potentials
The Face of Jordan
Now and Beyond
Jordan’s commitment to economic liberalization and its privatization program have been recognized by the
World Bank. The World Bank lauded the privatization program as one of the most successful programs in
the Middle East and North Africa (MENA) region.
Jordan has created a competitive, free market Jordan’s strength lies in the ICT, health and Jordan is also taking necessary steps to
though a multi-pronged privatization financial sectors. The growth of the enhance the existing infrastructure base in
approach. Today, the private sector plays a outsourcing industry is expected to the country. In 2010, VTEL Jordan and
major role in spearheading growth and concentrate on these sectors by building Reliance Globalcom are establishing a link
development in the country. Jordan is now vertical specialization in financial services, to the FALCON undersea cable through
seen as one of the most business-friendly medical services, IT outsourcing, Aqaba which would triple the current
economies in the region. The government has telecommunications and tourism services. bandwidth. It will be the first 'Terabit' cable
also taken significant steps to streamline landing in Jordan.
The future of the ICT sector looks rosy with
regulations and decrease red tape.
the sector continuing its exponential The future of outsourcing in Jordan
Establishing business ventures in Jordan now growth. Jordan's National ICT Strategy for promises to be bright with an industry
takes less time than the average number of the next three years identifies the sub- poised for growth in all sectors. KPO and
days in the MENA region. sectors that are conducive for growth in the BPO operations are expected to head the
current economic situation in the country. growth ably supported by concerted
The Development Zones established across
Government initiatives to facilitate this efforts put in by the government and the
the country in key business areas offer
growth are also laid out. The plans include private sector. An attractive business
reliable infrastructure, specialized services,
developing a USD 3 billion ICT sector, environment, combined with supportive
labor and resources to access major regional
provision of 35,000 jobs and increasing government policies and world-class
and global markets. At present, there are six
Internet penetration to 50 percent. Other ICT infrastructure, will continue to make Jordan
zones that are operational throughout the
initiatives include provision of laptops to one of the most sought after outsourcing
country offering various investment
university students, encouraging women in locations in the MENA region.
opportunities. Jordan’s ICT sector today is the
technology programs and graduate Contact info:
fastest growing sector offering more than Int@j
internship programs.
80,000 jobs with an annual average growth Tel: +962 6 5152322
rate of 25 percent. e-mail: info@intaj.net
http://www.intaj.net/outsourcing
6. Quotes from Reports Advertorial Testimonials
Jordan at the ninth place is another top multi-lingual agents with university designed to make Jordan more accessible
performer as it has solid capabilities in IT and education, coupled with excellent language to the rest of the world.
is home to numerous successful outsourcing skills has been a compelling reason for this
companies that compete internationally. It growth. Jordanian telecom has invested over USD
has also one of the region’s most favorable 400 million in recent years in a number of
business environments. It is clear that from the standpoint of technology solutions designed to make
telecommunications, Jordan has made Jordan more accessible to the rest of the
~ A.T Kearney Report 2009 significant strides over the past decade. In world.
addition to the efficiencies still being
realized by the deregulation of the telco ~ Datamonitor
Currently, there are several contact center
sector in 2005, Jordanian telecom has
operations in Jordan serving clients
invested over USD 400 million in recent
domestically and offshore, across a variety of
years in a number of technology solutions
vertical markets. In addition, the availability of
Publications
It looks like another little oasis of IT delivery is As to the cultural milieu, Jordan has an open have rendered it definitive advantages,
building up as the vast sands of the Middle and welcoming arm. On the infrastructure including a favorable time zone, proximity
East blow winds of new market opportunity; side, areas like powers, roads and buildings to continental Europe and the country's
now Jordan joins the club, as it gets all set to are positive. It has already been recognized perception as a stable oasis in a stormy, but
woo the outsourcing industry. on the eco-friendly distinction, where the vital, region.
example of Amman, a building zone, is cited
At the Nasscom Summit 2009, foreign as an example, and an award-winning case Enthusiasts also point out that Jordanians
delegations of many hues and shades were in masterful city planning. can offer relatively low compensation costs,
seen exploring and selling business as well as exposure to English languages by
opportunities in the new world order that is ~ Global Services Magazine virtue of its strong focus on education,
shaping up for a post-recession scenario. We especially at the tertiary level.
could see delegates from Jordan too. They
were not only prepared for a strong ~ Jordan Business: Jordanian Magazine
competitive pitch, but also had large To highlight the benefits, Jordan’s
spoonfuls of the pudding’s proof up their geographic and geopolitical positioning
sleeve.
Testimonials
Jordan is open for business with a very dedication has paid off, and businesses Development Zones.
capable and sought after workforce, continue to succeed. Thanks to all the
competitive cost structure, political stability, partners involved, the country continues to His Excellency Dr. Bilal Bashir
Chief Commissioner, Development Zones
ease of access, robust ICT infrastructure, as gain visibility as an outsourcing destination.
Commission
well as a government that is fully committed
to creating the right investment environment. Som Mittal
President, National Association of Software
These are only some of the factors that
and Services Companies (Nasscom)
position Jordan as a great global destination Jordan has enabled the ITO/BPO services
of choice as well as the ideal access point and industry and we run our operation supported
gateway to the Arab world. by a strong legislative base, a sound telecom
infrastructure and skilful human capital which
His Excellency Mr. Marwan Juma BPO investors will find in Jordan a highly really makes our business succeed. The
Minister of Information and Communications advanced legislative and infrastructure government is involved in updating the skills
Technology platform that supports their work and of IT trainees to qualify them for our line of
business endeavors. The Development Zones business.
Commission (DZC) facilitates all necessary
Coming to Jordan opened our eyes to the
procedures and arrangements for the Kaushal Shah
country’s potential. The country’s will and
industry to operate and prosper in the Managing Director, Aspire
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