Welcome to India's First Global Business Eco City

WELCOME TO INDIA’S FIRST GLOBAL BUSINESS ECO CITY.

© 2011 Spire World For more details, contact: +91 9717093106, +91 11 40804080 Spire World, 5D, Plaza M6, Jasola District Centre, New Delhi 110 025, India. Email: [email protected] W: www.spireworld.in An integrated business city built on the concept of WELCOME environmental integration with industrial development. Manesar is where business, lifestyle, housing, healthcare TO MANESAR and academia come together in perfect agreement.

Rated amongst the 6 best business hubs in the country*, Manesar is a 1736 acre extremely well planned industrial & business district, ideal for companies looking for consolidation, expansion and growth. Already a buzzing business destination in the NCR, it is now fast developing as India’s first eco-city, thanks to the funding by the Ministry of Economic Trade and Investment, Japan.

• Spread over 1736 acres Manesar has been planned and built to meet international standards in infrastructure development, industrial township • World-class infrastructure and service delivery. It’s strategic location, excellent connectivity, planned amenities and infrastructure is what has • Developed in functional partnership with already made Manesar a favoured business destination for HSIIDC and Ministry of Economic Trade several large Japanese, European and Indian multinationals. and Investment, Japan

A fast emerging city of the Haryana state, Manesar is • Divided into zones for serving the diverse acquiring an identity as ‘New Gurgaon’. With the rise in vneeds of the manufacturing and service demand for offices and trade centers due to rapid industry, apart from designated areas for globalization, the national capital is facing an acute shortage education, lifestyle, housing and healthcare. of space, resulting in cost of land and tenancy becoming fairly prohibitive. That’s why, Manesar has opened up new vistas • Twin benefits - Government Support and for businesses to grow. Add to this the advantage of all land Private Sector Efficiency being on a freehold, a multi-functional Haryana State Industrial & Infrastructure Development Complex (HSIIDC), • More than 800 MNC offices and a malls, wide roads, ample parking, privatized electricity supply workforce of more than 100,000. and over 250 acres of group housing in the neighborhood coming up to mention a few of the utilities already in place. Manesar holds the dual advantage of direct access to the national capital, coupled with favourable rental costs.

Part of Delhi NCR, IMT Manesar is strategically located just 32 kms from Delhi International Airport. It lies at the cusp of the Delhi-Jaipur Highway & KMP Expressway, just 15 kms from Gurgaon - NCR’s most bustling suburban business district. LOCATION AND Well connected by the two expressways, Manesar will soon also be connected by Mehrauli-Gurgaon-Manesar as well as the Dwarka-Manesar Metro corridor.

CONNECTIVITY With the increasing competition in the real estate sector, the race to turn Manesar into a world class business city is heating up.

ITPO already has plans to shift the India International Trade Fair from Pragati Maidan, Delhi to a location next to Manesar. RESIDENTIAL PUBLIC AND SEMI PUBLIC OPEN SPACE RAILWAY LINE And facilities like banks, health clubs, restaurants, hospitals, COMMERCIAL PUBLIC UTILITY AGRICULTURE METRO schools, shopping malls and over 250 acre of group housing INDUSTRIAL AGRICULTURE TRANSPORT EXPRESS WAY in the vicinity, are turning Manesar from a growing industrial hub into a holistic planned city.

AIRPORT 32 KMS

• Ideally located on NH-8, about 45 kms from Delhi, and 15 kms from Gurgaon • Upcoming Metro link to both South and West Delhi • On the way to the highly developed Gurgaon-Neemrana-Rewari industrial corridor. • Proximity to Delhi's domestic and international airport – 32 kms (25 mins on NH8)

• Proximity to ICD Tughlakabad from where Container Corporation of India provide regular train services for containerized cargo.

• The 25000 acre Reliance SEZ (Special Economic Zone) to come up near NH8 and would extend to the KMP expressway MANESAR • ITPO to shift India International Trade Fair to Manesar

The contents of this brochure and the map are based on public information generally believed to be reliable. Due care and caution has been exercised in compilation of data. However, this brochure does not purport to be a solicitation of any device of Spire World and Spire World does not accept any liability whatsoever, nor do they accept responsibility for any consequences arising from the use of the research or information provided herein. Map not to scale. All images are only representative. • Expansive planned internal road network

• 220 KV Power station with 4 substations of 66 KV each THE RIGHT INFRASTRUCTURE • Hi – Tech Telcom facilities • Robust civic infrastructure Planned Infrastructure system is a key to success. It underpins growth and agglomerates benefits. • Facilities: Helipad, Fire Station, Skill Development A COMPLETE Center, Police Station, Shopping Malls, Rated amongst the 6 Best IT Hubs in the country, Manesar is Health Facilities, School Sites, Sites for an Integrated Business and Industrial Township that offers Post Office/Banks, Conference Centre, BUSINESS everything a business needs - right from robust infrastructure Warehousing & Cargo Facilities and HSIIDC for manufacturing and services to support amenities and office complex housing for all industry lifestyle facilities. related government departments.

ECOSYSTEM The master planners have crafted a world-class city plan based on the ‘new urbanisation’ concepts of integrated development that can lend itself to scalability and sustainability in the future.

ROADS Wide all-weather metal roads spanning the length and breadth of Manesar.

POWER 220KV Power station and 4 substations of 66KV each

TELECOM A robust communications network and hi-tech telecom facilities, built and operated by leading national telecom operators like Bharti Airtel, has been set up across Manesar, giving business units and residents multiple options for their data and voice requirements.

WATER Manesar is serviced by an independent water supply system.

SEWERAGE The sewerage system discharges the sewage into a treatment plant where it is treated to public discharge standards, and the recycled water is used for horticultural and industrial purposes. BUSINESS & ECONOMY OF MANESAR

• Currently produces two third of passenger cars and sixty percent of motor cycles manufactured in the country. Also, one out of every four bicycles in the Country is THE RIGHT ENVIRONMENT manufactured here. • The number of large and medium units in Manesar has increased to 2120 today with a capital investment of Rs. 225 billion while employing 5 lakh people and producing goods worth Rs. 22800 crores.

A winning combination of a multi-product Special Economic • Manesar has projects with foreign technical collaboration. Maruti Udyog Limited, Hero Honda, Modi Zone (SEZ), leased plots and freehold land, provide for a • Country's largest Exhibition cum AFFORDABLE REAL ESTATE Alcatel, VXL India, Perfitti India, Benetton, Energetic, Hamdard, scalable and multi-dimensional business plan. The offering is Exposition Ground is being planned in • Real Estate prices are roughly 1/2 to 1/3rd of the prices Optiflex to name a few. made complete by the social and lifestyle zones that support Manesar, in close proximity to the prevailing in nearby areas of Gurgaon/Sohna. the manufacturing, services and business zones with homes industrial region of IMT. • Over 800 MNCs have their offices in Manesar. and recreational facilities, all within one integrated development. RESIDENTIAL • Japan's Toshiba team undertook the • Residential Sale in Manesar costs between Rs. 3000 – project of First Eco City of India giving • Favorable business policy by Haryana government such MANUFACTURING Rs. 3600 psf as against Rs. 6000 psf in Gurgaon and special attention to water recycling, power, as responsive and transparent administration, efficient The well demarcated multiple industrial zones ensure that Rs. 5000 psf on Sohna Road, making Manesar one of logistics, solid waste management and delivery system, highly standardized and simplified cluster benefits are maximized in each specialised area the most affordable regions in NCR. transportation.This will be funded by the procedures and one contact Agency, provide a accruing maximum advantage from related clusters. conducive business environment. Ministry of Economic Trade and • Residential plots of 100-150 square yards are today Investment, Government of Japan. SERVICES going for Rs. 23,000 - Rs. 27,000 per square yard as • Nestle, the world’s leading FMCG Company has set up Manesar provides IT and ITeS service sector companies an against Rs. 85000 – Rs. 100,000 per square yard in Gurgaon. its R&D Center in Manesar. ambience and infrastructure that is highly superior to Gurgaon and Delhi and yet it provides with this world class infrastructure COMMERCIAL • Also, Perfetti and Cadbury have their base in Manesar. at affordable pricing. • Commercial Space in Manesar starts from Rs. 4500 psf as against Rs. 10,000 psf in Gurgaon. INVESTMENT It is an ideal location for back-end processing and 24x7 • Almost 70% of Japanese investment in India is in • Commercial Rent in Manesar are in the range of Rs. 30 operations as employees can live and work within a short Haryana, especially in automobiles such as Maruti - Rs. 50 psf for Grade A building as against commercial distance from upcoming 250 acres of group housing colonies. Suzuki (Rs. 7000 cr in 2 plants) and Honda (Rs. 1500 cr rent in Gurgaon which varies from Rs. 75 psf – Rs. 135 psf. in 2 plants and 300 cr planned), Toyota (Rs. 100 cr) (Rs. 135 psf on MG Road, Rs. 110 on Golf Course Road Manesar is seen as the next generation IT-ITes destination and also in electronics like Panasonic. and Rs. 65 on Sohna Road in Grade A building) and is conveniently located. It has become one of the most preferred places to invest money in for both buyers and • Among various Asian companies there is Zte Corp, investors. Around 150 acres have been ear marked for Laser India, Samsung (Rs. 300 cr.) etc. It has over 25 Technology Hub. European and American companies.

MULTI-PRODUCT SEZ • Agilent Technologies Inc, the world's premier • HSIIDC has ear marked 5500 hectares for SEZ. measurement company and a technology leader in SEZ’s are going to come up near NH-8 in Gurgaon and communications, electronics, life sciences and chemical would extend to the Kundli-Manesar-Palwal expressway. analysis has strengthened its presence in the country by opening its new campus in Manesar. Agilent has • Reliance Haryana SEZ will be set-up by the Reliance invested about $40 million in this facility. Industries Ltd on a 25,000 acre area. It will be set-up to commission the project that will facilitate 100% • HCL leaders in IT technology has set up a dedicated foreign investments with special tax rebates, cargo campus in Manesar with a workforce of 8200 people. airport and a Metro link to New Delhi. The SEZ will also have an entertainment centre and a golf course.

• Even Raheja Builders are coming with a 500 acre SEZ. Combining the convenience of a metropolis and the beauty of nature, the comfortable and environment-friendly lifestyle is supported by intelligent infrastructure facilities, civic values and community development ideals.

Manesar has been envisioned as a business city that integrates lifestyle, business opportunities, environment and social sustainability into the heart of the city. It’s planned to have spacious modern living areas and recreational facilities INTEGRATING just minutes away from the workplace. Manesar’s master plan provides for a holistic development interspersed with large BUSINESS AND green belts. THE COMMERCIAL CENTRES • The CBD will include municipal offices, libraries, police stations, fire stations, post offices, business and financial LIFESTYLE centres, professional service centres, commercial centres, shopping malls, pedestrian high streets, farmers market, hotels, restaurants, food courts and a variety of entertainment and cultural hubs like multiplexes, theatres etc.

• There are already a number of Commercial Office spaces available by Anant Raj, Spire Edge Etc.

• A large number of Japanese, Asian, European and American business are operating from Manesar. AMENITIES Other amenities from grocers to dry cleaners catering to the entire gamut of daily-life requirements make Manesar extremly self-sufficient.

LEISURE AND RECREATION To enable a vibrant and high-life experience, Manesar has holiday resorts, shopping arcades, 9-hole golf course and EDUCATION INSTITUTIONS entertainment centres. Manesar constitutes of a well developed Education SERVICED APARTMENTS Infrastructure including a 150 acre campus of Amity University, A host of mid to premium end serviced arpartments like Spire well renowned Public and International Schools like Army Edge business suites, Savoy suites and Hilton serviced Public School, Bal Bharti School, Kendriya Vidyalaya, Chail Apartments. Military School, Starex International School, Adamas International School, etc. in the vicinity. STAR HOTELS Manesar has star hotels and other business and luxury UNIVERSITIES properties for the business traveler. Heritage Resort, Radisson Planned world-class universities both domestic and foreign, Hotel and Ginger Hotel to name a few. with focus on Management & IT will be integral to the Education Zone. Engineering and medical institutions, HEALTHCARE FACILITIES universities and vocational colleges are part of the Manesar has a 250 bed multi-speciality hospital. It provides development. Corporate Training Centers will provide the all OPD and emergency services, life saving, therapeutic and necessary professional courses and skill development for curative secondary care to the general population and tertiary varied industries allowing easy access to skilled & semi-skilled care will be added as per need. manpower.

HOUSING Manesar has over 250 acres reserved for Industrial Housing. These are 550 residential plots and 50 Group housing societies to cater to the diverse requirements of its occupants. The housing facilities range from independent villas, golf course community and luxury apartments to budget housing. A fly-over on NH-8 to link the residential zone with the industrial zone. INVESTMENT & PARTNERSHIPS Already home to more than 800 MNCs, Manesar is growing to become the country’s most influential hotbeds for IT / ITeS, hi-tech and new industries. Being the current focal point of economic development and high return on investment in National Capital Region, this is the place for long term growth and development.

SOME OF THE LEADING MNCs

AT MANESAR ARE: • Nelson Industries MANESAR - JAPANESE COMPANIES • Hi-Tech Gears • Maruti Suzuki India Ltd. • Echlin India • Suzuki Powertrain India Ltd. • Delphi Automobiles • Honda Motorcycle & Scooter India Pvt. Ltd. • DI Filter Systems A GLOBAL • Consolidate Radiators • OMRON Automotive Components India Pvt. Ltd. • OSG India Pvt. Ltd. • Bharat Steel Tubes • Standard Plastic Industries India • Bosch Chasis BUSINESS HUB • Stanley Electric Engineering India Pvt. Ltd. • Roloform • STI Sanoh India Ltd. • Climax Overseas • Taikisha Engineering India Ltd. • Aksh Optifibre Ltd. • Nippon Leakless Talbros Pvt. Ltd • Perfetti • Nippon Auto & Electronics Ltd. • Makino • Nifast India Private Ltd. • Agilent Technologies • NHK Spring India Ltd. • Bechtel India Pvt. Ltd. • Nagata India Pvt. Ltd. • Munjal Showa Ltd. EUROPEAN COMPANIES • Munjal Kiriu Industries (P) Ltd. • Johnson Matthey • Motoman Motherson Robotics Ltd. (HQ) • Talbros • Mitsubishi Electric Automotive India Pvt. Ltd. • Amtek • Makino India Pvt. Ltd. • Cadbury • Kanefusa India Pvt. Ltd. • Automotove Wiring Systems (leonische Drahtwirke AG) • FCC Rico Ltd. • HP Chemie Peizer Automotive Acostic Insulat • Denso Haryana Pvt. Ltd. (HQ) • Slumpp Und Schuele • Calsonic Kansei Motherson Auto Products Ltd. • Bosch • Bellsonica Auto Components India Pvt. Ltd. • Goetz • Bando (India) Pvt. Ltd. • Henkel Teroson • ASTI Electronics India Pvt. Ltd. (HO) • Lumax Industries • Yushiro India Company Pvt. Ltd. • Sona Somic Lemforder • SPI Plastics Ltd. • Sun Petri • Sumitomo Mitsui Construction Ltd. • Alcatel - Lucent • Toyota • Panasonic ASIAN COMPANIES • Samsung Electronics AMERICAN COMPANIES • Ampress Steel Metal • Baxter India • Freim Sung San • Lumax Auto Technologies • Ikiel Metals • Anand Motors • Jagan Litech Lamps • Anand Gates India • JBM Sunh Hoo • JBM Group • Jay Industries • Spicer Heavy Axle Holding • Korin India • Spark Plugs India • Laser Lamp • Simpson Industries • Madhusudan Nippon • Purolator • SMK Steering • Pearl Minerals • POSCO WELCOME TO INDIA’S FIRST GLOBAL BUSINESS ECO CITY.

Mr. Rauf Punjabi, Former President, Delegates attending the event KCCI welcoming Shri Farooq A. Shah, District Development Commissioner, Srinagar International

WTC Manesar & German Indian Business Centre (GIBC) jointly hosted “Indo-German Investment Opportunities” DIALOGUEJuly 2013 WTC Manesar and German Indian Business Centre (GIBC) jointly companies focusing on Information technology, Automotive, Life organized an interactive session on Indo-German Investment science, Engineering, Laser technologies and Energy. Opportunities, on June 13, 2013 at Voluntary Medicare Society, CONTENTS Srinagar. Globally, World Trade Centers are known to facilitate business match-making opportunities across industry sectors, across WTC Updates 2 The objective of this unique session was to strengthen economic business levels & across geographical regions. WTC Manesar is and trade relations between India & Germany and further committed towards this goal. An Indo-German Investment Industry Trends 3 increasing trade between two nations. Shri Farooq A. Shah, opportunity was the first in the series, and many such activities District Development Commissioner, Srinagar was the Chief Guest. are planned in the near future across industry domains. WTC Manesar Events 4 Robust residential development Well-planned infrastructure IT - ITeS companies The German Indian Business center Hannover is travelling India’s WTC Manesar is the newest member to the elite network Metropol Cities since 6 years, promoting Indo-German business spanning across 330 cities in 100 countries and serving over 1 relations, and advice how to consider cultural differences to million member companies today. WTCs empower cities to Manesar Vision - A Hub of Global Commerce generate positive business relations. To evaluate, whether getting become more competitive in the global marketplace & benefit Rated amongst the 6 best IT hubs in the country (by an independent study), Manesar is on the path into Europe via Hannover is suitable for Kashmiri companies, this from globalization & emerging markets. to become a completely integrated business hub catering not only to the manufacturing sector but colloquium was presented in Srinagar. Special attention was on also to the services sector including IT/ITeS vertical. ASSOCHAM says... Strategically located (gateway to NCR), excellent connectivity (metro rail & 3 major road corridors “Projected to be the coming up), well-planned infrastructure (clearly demarcated commercial & residential blocks) makes nucleus centre for it an ideal upcoming business destination in the North of India. Initially developed as an industrial investors in Northern hub, today Manesar is also being developed as an attractive destination for IT/ITeS, R&D, back office India, Manesar is likely to operations and related services. Leading companies like HCL, Bharti Airtel, Agilent Technologies, attract over Rs 1 Lakh Alcatel-Lucent, Perfetti India have already set-up their campuses in Manesar. Crore investment apart The under construction Delhi-Mumbai Industrial Corridor (DMIC), KMP Expressway and Dwarka from additional Rs. Expressway will make Manesar & adjoining region as a vibrant & buzzing business hub. Several 10,000 crore revenue to parts of NCR will get connected to Manesar through these corridors ensuring consistent supply of Haryana exchequer and manpower in the future for various IT/ITeS companies looking forward to establish their also generate about 15 operations. Once completed, it will the be largest infrastructure project in the country generating many employment opportunities. Dignitaries in discussion Mr. Wolfgang Hoeltgen, Director, lakh jobs by 2020.” GIBC in discussion with the delegates Also, as WTCA (World Trade Center Association) chose Manesar to expand their network converting Spire Edge into WTC Manesar putting the region on the global map speaks highly aboutthe importance of Manesar in the global trade & commerce. Currently, overall slow economic development around the world and especially in US & Europe has

Published by World Trade Center Manesar Links adversely affected the growth rate of IT/ITeS sector in the last few years which has ultimately led to CP 4, Sector-8, IMT Manesar, www.wtcmanesar.org lower demand for real estate & infrastructure. This phenomenon has not only affected Gurgaon and Gurgaon (Haryana), India www.wtca.org other NCR areas but also Manesar. This is also evident from the fact that so many leasing queries For more information, email at [email protected] or call at 011-4080 4080 ultimately do not materialize into actual occupancy as organizations are not able to take the final decision of business expansion. Disclaimer: The content provided in this newsletter is for information purpose only and does not constitute an invitation, offer or promise. No claim is made as to the accuracy or authenticity of the content. All the representation But then all of us are hoping that the downward growth levels have bottomed out and it’s time for the made are for illustration purpose and is not intended to be exhaustive. economy to look upwards. The way Manesar is on the top of the mind recall amongst the industry, it’s Information and opinions presented in this material have been supplied in good faith and has been obtained from sources we believed to be reliable, but do not guarantee to be accurate or complete. This information is a matter of time before organizations revisit their business expansion plans and Manesar gets its well expected and is subject to change and may vary at any time. The information provided is not intended to provide a sufficient base on which to make an investment decision without being fully satisfied. 4 deserved share. WORLD TRADE CENTERS UPDATES (National & International) INDUSTRY TRENDS WTC Manesar: A Landmark Gurgaon Market Insights Slow Absorption

WTC Buildings are landmarks in the regions that they serve. They are symbols of international connectedness and competitiveness of a More than 17 million sq. ft. of Grade A office space was • While the IT/ITeS industry will continue to remain the region. Same shall be the case for WTC Manesar. The complex is fast catching the eye of large corporates, MSMEs & start-ups considering available for fit-out during 1Q 2013. Most of the available largest office space occupier, it will not ensure superior occupancy of space to expand their business. supply was concentrated along Golf Course Road and its investment returns. The brand WTC is playing a crucial role in the amplification of the integrated development as an ideal commercial complex with state-of-the extension, Sohna Road, Udyog Vihar and NH-8, up to Manesar. -art infrastructure. Leasing team has been very actively engaging with corporates across sectors disseminating information on the value and • Demand for office space from manufacturing and other The office take-up rate in this quarter was around 1 million sq. impact of a WTC for prospective tenants & members. service sector is expected to grow at 12% pa and 13% pa ft. Demand from both new tenants and existing tenants respectively over the next five years. seeking to expand increased, especially in the IT/ITeS sector.

Rental values posted moderate growth in the range of 1 to 2% • Mumbai, NCR, Bengaluru, Chennai, Hyderabad and Pune will QoQ in micro-markets such as NH-8, Udyog Vihar and M.G. witness maximum traction in office space absorption in the Road; however other micro-markets remained stable on country over the next five years. account of huge supply availability. • Investor return during 2013-2017 in the 33 business districts within these six cities will range from 8%-19% pa. AVAILABLE SUPPLY IN PRIME AREAS Going forward, we do not expect much growth in absorption Top View Main Atrium levels till FY 15 beyond which demand will pick up, especially from outsourcing and back office operations companies looking for large office spaces at affordable rentals. Moreover, completion of the Dwarka Expressway will boost demand in Manesar.

It has been observed that a well developed residential catchment is required to support commercial development in any location. Hence, completion of residential projects in sector-83, 84, 85 and 88 will give the much needed impetus to Basement Parking Site Visit the commercial demand in Manesar. GRADE A CAPITAL VALUES WTC Boston – Case Study Also, considering the rental growth in other commercial micro WTC Boston has dramatically impacted commercial development of the South Boston water front. Major projects in the revived markets of Gurgaon, there will not be many options available in 1,000-acre “Seaport District” since the WTC arrived include apartments, condominiums, hotels, retail centers, oﬃce building, the rental range of INR 35-45/sq.ft/month by 2015. This will also meeting and convention facilities, industrial properties and a new subway station. be a big factor in pushing demand further.

The economic impact PBD Gurgaon Zone-C (Manesar) oﬃce market analysis WTC Boston attracts an estimated 1 million over-night visitor days and 600,000 day-trip visitor days annually. Thecombined 6 60% estimated direct, indirect and induced spending associated with WTC Boston equals $ 582.8 million annually (2006 dollars). Fiscal impact: $142.9 million. 5 50%

WTCs across the world 4 40%

WTC Taipei - Organized COMPUTEX TAIPEI with packed visitors and WTC St. Petersburg - Held International congress "Innovative 3 30%

latest technologies. The event attracted 38,300 international technologies of improving business efficiency". The event attracted Mn. sq. ft. buyers from 173 countries, a 6% growth. representatives of the federal and local government, chairmen and 2 20% CEOs of enterprises, banks and insurance companies, leading WTC Sofia - An anniversary meeting '10 Years Representation of Russian and foreign experts in IT and lean-technologies. Future Outlook: The office market in Gurgaon shall witness Bavaria in Bulgaria' was held on the 13th of June 2013. 1 10% increased vacancy due to the massive new supply in the WTC Rotterdam - Extended its portfolio of own exhibitions/events WTC Nantes - In 2013, the World Trade Center Nantes highlights the and is currently organizing a new lifestyle event called 'Enjoy! pipeline expected to be completed in the next 12 months. The 0 0% launch of a special business club devoted to business leaders Rotterdam'. office rental value growth will be capped due to existing 2011 2008 2009 2010 2012

involved in international trade. 2013E 2014E 2015E 2016E 2017E vacancy and the forthcoming new supply. Moreover, due WTC Seoul - On June 10, Korea's leading trade promotion Stock WTC Moscow - WTC Moscow held the US-Russian forum on the organization, WTC Seoul, welcomed members of the Gulf to the cost-cautious approach taken by most occupiers, standardization and evaluation of accordance. Occupied stock Cooperation Council (GCC) to the ﬁrst Trade and Investment Forum micro markets with aﬀordable rents will remain the Vacancy (RHS) between the two regions. Source: Knight Frank Research WTC Baltimore - Hosted its 7th Annual Women Spanning the Globe preferred location. Program on June 12th at Baltimore's Visionary Arts Museum. 2 Source: Colliers International 3 WTC MANESAR EVENTS

Mr. Rauf Punjabi, Former President, Delegates attending the event KCCI welcoming Shri Farooq A. Shah, District Development Commissioner, Srinagar International

World Trade Centers Updates

WTCs across the Globe

WTC Seoul - Signed a MoU with the China Council (CCPIT) to participate in the WTC Management Training Program - Taipei promote international trade and improvement of co-operation Session in WTC Taipei during June 26-28, 2013. in the exhibition industries between Korea and China. WTC New Orleans - Announced the launch of their Trade WTC Bogotá - In coordination with URUGUAY XXI, the agency Services Department. The WTCNO Trade Services Department for Investment Promotion and Export in that country, received works closely with businesses or individuals to provide a multi-sector trade mission from Montevideo during 18th- customized services based on information needed for 20th June, 2013. import/export processes, foreign direct investment, mergers and acquisitions, and other trade related operations WTC Savannah - Hosted a delegation of logistics industry executives from the American Chamber of Commerce for Brazil WTC Las Vegas - Every year, representatives from Las Vegas in São Paulo. The purpose of visit was to explore opportunities take a special trip aimed at increasing the destination's global for future collaboration. reputation as a serious place to do business. This year, the International target was Mexico. During the trade mission, representatives WTC Taipei - Eric R. Dahl, CEO, WTCA and Scott Wang, VP-Asia made vital business connections in their respective industries Paciﬁc, WTCA led 49 senior staﬀ of 14 China-based WTCs to and discussed the value of face-to-face meetings. WTC Manesar Snapshots DIALOGUEAugust 2013 The Impact of World Trade Centers on Communities and Investors

Since its inception in 1939, the World Trade Center as a symbol business services which differentiate it from other buildings in of business growth & prosperity has singularly pursued one the region. mission: Creating positive economic impact for businesses, WTC services generate economic growth through increased investors and regional communities across the globe. trade activities, new jobs, a large tax base, and via the attraction and retention of businesses. WTCs provide community This global network spread across 330 cities is committed to leadership and trade strategies for the promotion of trade in building the value and effectiveness of the brand for hundreds of their cities and regions. Let’s have a look at some examples & communities and thousands of internationally active businesses. case-studies: The existence of a WTC in a city sends a very clear message to the rest of the world that “This city is open for business and the world WTC Miami positioned Miami-Dad country as the recognized Lift Lobby Main Atrium is welcome to come here, to meet with and forge partnerships for “Trade and Logistic capital of the Americas,” producing $4 billion cooperation with local businesses”. in sales and sustaining 5,000 jobs over the last five years. WTC St. Louis has provided international market research to more than WTC as an international business address is known as a “Building 2,000 companies since 1993. WTC San Diego has provided with a Purpose”. This applies to all WTCs irrespective of their 15,000 hours of trade counseling to over 2,000 companies, location. The purpose or so to say the soul of a WTC isits resulting in more than $250 million of sales. WTC Amsterdam

Since 1985, WTC Amsterdam has catalyzed development in Zuidas, one of the most vibrant areas of Amsterdam, oﬀering world-class business facilities, restaurants, retail and services. The WTC has inspired plans for a land bridge that will cover 1.2 kilometers of adjacent highway and rails, as well as expansion of the Zuid/WTC rail station, to be fully inter-modal by 2020.

WTC Seoul

Established in 1972, WTC Seoul and the associated development have prepared Kangnam Business District (KBD) to surpass the Central Business District (CBD) as the city’s commercial and ﬁnancial center. The KBD is home to new-economy type businesses, such as information technology and pharmaceuticals, and recently announced plans to build a $ 205 million, 6.7

(Actual images) kilometers monorail. Occupancy is 100 per cent for the oﬃce towers at WTC Seoul. WTC Manesar Complex

Published by World Trade Center Manesar Links WTC Sao Paulo CP 4, Sector-8, IMT Manesar, Gurgaon (Haryana), India www.wtcmanesar.org For more information, email at [email protected] or call at 011-4080 4080 www.wtca.org WTC Sao Paulo was the first investment venture in the Brooklin area, and quickly led to other Disclaimer: nearby developments built to meet the demand of organization housed within the WTC. Today, The content provided in this newsletter is for information purpose only and does not constitute an invitation, offer or promise. No claim is made as to the accuracy or authenticity of the content. All the representation made are for illustration purpose and is not intended to be exhaustive. this former residential hub is the second largest commercial, shopping and entertainment Information and opinions presented in this material have been supplied in good faith and has been obtained from sources we believed to be reliable, but do not guarantee to be accurate or complete. This information is expected and is subject to change and may vary at any time. The information provided is not intended to provide a sufficient base on which to make an investment decision without being fully satisfied. district in the city. In recent years, Brooklin has become home to many larges MNCs. C.H. Johnson Consulting Inc. research has identified five basic advantages which a WTC license provides for investors Industry Trends and their community marketplaces: Absorption Levels Demand Status

• The WTC Brand: The high-profile WTC name, along with typically high-image events and large volumes of people who visit The NCR office market showed steady absorption levels in H1 Despite slow economic growth and cautious occupiers WTCs, provides implicit value to tenants. FY’13 followed by a dip in H2 FY’13. The city’s office market sentiment, demand strengthened in Delhi/NCR. The city clocked absorption of approximately 5.8 mn.sq.ft. during registered total take up of 1.2million sq.ft. in Q2 2013, a sharp • Concentration of Services: WTCs consolidate international trade agencies and private sector firms involved in global trade and FY’13, falling short by 25% compared to FY’12. Impending increase of 83% q-o-q, however a drop of 26% year-on-year. commerce, providing single-point access. uncertainties over the global economic scenario have lent a Demand was primarily driven by the traditional IT sector, though • Real Estate Premiums: Due to the high caliber of their international clients, as well as the draw of co-located facilities, WTCs cautious outlook to the market and office space demand has there was also increased transaction activity in the typically achieve premium rental rates and demand. been restrained in FY’13 compared to FY’12 in most major cities manufacturing sector which accounted for 27% of total take-up. of the country, NCR being no exception. While the NCR market • Redevelopment Impact: Because of scale or government sponsorship, WTCs in most cases dramatically upgrade local real estate Despite the recent improvement in demand, total take-up in H1 has a well –diversified office occupier base, the IT/ITes sector patterns, providing strong investor ROI. 2013 was still 25% lower than H1 2012, in large part due to the contributes to about 42% of the total office demand. Hence, a • Economic Impact: With hotel, conference and exhibition facilities, WTCs attract substantial out-of-town visitation, producing lack of major pre-commitments. slowdown in the IT/ITeS industry has adversely impacted positive fiscal impact for their communities. demand. Office take-up (million sq ft) and vacancy rate

Leasing activity by the IT/ITeS sector which is a big driver 36%

WTC Manesar- Future Growth Catalyst industry has shown a downward trend in the NCR office market, 2.0 resulting in reduced office space take ups during Q4 FY’ 13. WTC Manesar as North India’s first operational WTC adapting Manesar is emerging as a new business destination and acquiring 34% According to Knight Frank Research , 1.07 mn.sq.ft of office best practices from some of the successful WTCs across the an identity as the ‘New Gurgaon’. The city is a forerunner in 1.5 space was transacted in Q4 FY’13, thus showing a fall of 11% globe… attracting investments from Japan, and also gaining attention 32% compared to the same quarter last year. It is observed that the from Russia and other East Asian economies such as Korea and 1.0 transaction activity is subdued in the final quarter ofthe 30% Taiwan. The region will witness a massive influx of corporate financial years as office expansion activity tends to be traders, realty players, manufacturers, industrialists, and also 0.5 concentrated in the first half. Hence, absorption numbers 28% MNCs in near future. WTC Manesar as an international business shows a 24% fall in Q4 FY’13 from the preceding quarter. address will contribute to this growth story and will act as a 0.0 26% global gateway for the international businesses coming to Global economic and financial conditions have a major Q1 11 Q2 11 Q3 11 Q4 11 Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Manesar. consequence on commercial real estate market. Cautious Take up Vacancy rate % business sentiments have affected demand across the country. A fine example can be the Japan Business tower at World Trade The NCR office market also witnessed a dip in absorption, Similar to last two quarters, transactions of more than 100,000 Center Manesar for Japanese organizations. This first of its kind primarily because of the slowdown in the IT/ITeS sector. sq.ft. accounted for 65% of total take-up in the quarter. These facility in India will provide dynamic and compatible Corporate leasing activity is expected to remain muted in the transactions are predominantly the result of expansion activities. infrastructure to ensure smooth functioning of the Japanese coming quarters. Majority of the office space demand is Multinationals based out of the US and Europe contributed 42% organizations and provide trade services. WTC as a window of trade & commerce for a region carefully expected to come from relocation and consolidation as and 8% of total take-up respectively, while India-based tailors its services to the individual objectives, opportunities and Leveraging the robust global network of 330 World Trade companies are deferring there expansion plans. IT/ITeS giants companies accounted for 41% of the total. obstacles of its own region and is thus an important economic Centers, WTC Manesar will soon start hosting are concentrating on their existing real estate portfolio and The CBD and PBD (Gurgaon) witnessed an increase in space development vehicle for the region. Same shall be the case for business-matchmaking sessions, industry specific conferences, working towards improving the current space efficiencies. demand for more than 100% q-o-q, however the SBD and Noida WTC Manesar. exhibitions and trade delegations. Supply is expected to be constrained as there are delays in the PBD saw a decrease of more than 50% q-o-q. With all of the big execution of commercial projects in the Peripheral Business Taking on the unique advantage of the WTC model and ticket transaction of more than 100,000 sq.ft. taking place in the Districts of Noida and Gurgaon, leading to limited options for maintaining the legacy, the integrated complex is getting ready to PBD Gurgaon, the micro market accounted for 94% of total tenants. Consequently, certain established micro-markets assist businesses in expanding their global footprint. It is striving take-up in Q2 2013. to bring the local and global business community to the same within Noida and Gurgaon are expected to witness rental A total of 0.8 million sq ft was completed in Q2 2013, a decrease standards of facilities and services as any other international appreciation in the coming quarters. of 41% q-o-q, taking total stock to 71.2 million sq.ft. In light of WTC. The complex aims to help businesses exploit the huge Micro-market Split of Transactions in Q4 FY’13 increased space demand, the vacancy rate tightened to 31% possibilities presented by trade, and thus promoting the region’s from 32% in Q1 2013 (Figure 9). In absolute terms, vacancy in Q2 advantages and capabilities to an international audience. 2013 stood at 21.9 million sq.ft. compared to 22.5 million sq.ft. in the previous quarter. A further 6 million sq.ft. of new supply is

expected in the remainder of 2013. CBD Delhi - 4%

SBD Delhi - 3% High vacancy levels, coupled with upcoming supply, kept PBD Gurgaon - 60% headlines rents stable across all micro markets. An increase in PBD Noida - 28% PBD Faridabad - 5% outgoing cost, resulting from high inﬂation, is expected tobe passed on to occupiers over the forthcoming months, contributing to forecast rental growth of between 3% and 6% over the remainder of 2013.

Source: Knight Frank Research Source: DTZ India World Trade Centers Updates

WTCs across the Globe

WTC Seoul

(Actual images) kilometers monorail. Occupancy is 100 per cent for the oﬃce towers at WTC Seoul. WTC Manesar Complex

The Business of Infotech In Association with NEWSLETTER February 13-15, Grand Hyatt, Mumbai Day-1

Nasscom leaders NILF 2013 share their thoughts How quickly can you innovate?

he real question at the heart of the business transformation debate is Som Mittal not how much money or Tresources you spend on coming up President with new products or ideas - but how quickly can you innovate around your innovation process. Business leaders today are under incredible pressure to "We are looking forward to hosting perform against the backdrop of un- the 21st edition of the NASSCOM certain markets, changing patterns of India Leadership Forum, where, like customer behaviour as well as disrup- every year, thought leaders from tive technologies. Frankly that calls for Mike Walsh, Futurist & Author, Keynote Speaker at NILF 2013 across different walks of life will share an entirely new type of enterprise - one valuable insights and renewed pursuits." that is flexible, adaptable, and natural born for the 21st social platforms? One of the most interesting things century. about looking at the rise of digital platforms in emerging markets are the intersections between disruptive Big Data technologies and local ethnography. It’s easy to get seduced by the idea of Big Data. Data Ameet Nivsarkar alone - well, that’s dull conversation fare. But throw Technology Vice President in some hype, an adjective and a little capitalization, Understanding the future of technology used to be a and you have this year’s big strategic topic. All that simple science. You kept an eye on scientific journals, Global Trade aside, there is one thing about this debate that makes visited the odd corporate R&D lab, and kept a close Development it more important than the usual industry fad. Big watch on the price/performance curves that indicated Data is about Big Business, not just high tech startups. the falling price of computation. These days, unfortu- Traditional companies are hoping that by leveraging nately, the greatest source of disruptive innovation often "In 2013, NASSCOM has brought massive data sets and real time prediction models - comes from consumers themselves - which is why some together over 1500 delegates, 30 that they can start making realtime decisions just like of the world’s largest companies are investing in special- countries, and more than 150 speakers a Facebook, Google or an Amazon. ist research divisions run by savvy anthropologists. Read more at www.mike-walsh.com under one roof to debate on one theme: Social Media Imagineering the Future: Disruptive Mike Walsh should be delivering his keynote at 10.30 am From Mexico to Brazil-social media use in Latin at the Grand Ball room. Innovation for Sensible Growth. We America has exploded-but what is really behind the Mike is reputed to engage his audience with a blend of first hand stories, global case studies and cutting edge research look forward to intensive discussions propensity of users in these countries to embrace into consumer and technology trends. with various business leaders." Watch out for Sangeeta Gupta Sr Vice President 1 Inauguration & Social Innovation Honors 2 Session I: Spotlight Keynote-Imagineering: Seeding the field of the Future! 3 Session II: Reality Check-Is India suffering from tall ambition & dwarf execution? 4 Session III: Power Discussion-Indo-US ties: Oversold or defining relationship "The NASSCOM India Leadership of the 21st century! Forum in 2013 will focus on hardcore 5 Session V: In conversation Cross Border Leadership: Maneuvering fragile discussions on the immediate future, differences! re-invention of business models, and 6 Session VII: Legend in Conversation-Reinvention of Self: The Real Comeback! newer forms of technology that have 7 Global Leadership Awards night reshaped traditional business" Detailed Agenda: Page 4

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 www.dqindia.com

Outlook Editor's Note Encouraging Outlook

Ed Nair The author is Editor of Dataquest & Global Services

n In the US, the adoption of large deals has ex- mechanisms, performance management, and vendor panded to include companies that are ranked Global relationship management. 200 to Global 500. Between 2010 and 2012, the share We see a change in three areas. The first one is of large deals in this segment increased by 32 percent. about managing technology-driven disruptions. The n Emerging markets are driving sourcing annual second one deals with managing sourcing relation- contract values (ACV). Since 2007, Latin America and ships in a far more scientific and evolved manner. The Mexico has seen a 150% increase in ACV, while India third is about getting the right mix of sourcing- in- and China has seen an increase of 100%. sourcing, outsourcing, various forms of offshoring- n The BPO industry has grown by 60% in terms of and continually optimizing the mix to extract value. ACV in the last two years with growth coming in from Sourcing leadership depends on how organizations industry-specific solutions. master these axes of change, how these new levers of Interestingly, all the three short-term trends are value are managed. irreversible and hold great growth potential. Further, he world economy does not seem to be these will play out over the next few years and there- Project Team in any better shape than before. The can- fore they are not necessarily short term trends. vas is made up of large patches of bad The sourcing industry is moving into a phase of Ed Nair, Editor news with occasional spots of good tid- rapid change and growing uncertainty. Technologies Satish Gupta, Head Sales & Marketing ings.T The global services industry continues to chug such as cloud, big data, analytics, social media, mo- Shrikant G, Associate Editor along; there is no cause for any permanent gloom bile are creating massive disruptions. Add to that the Smita Vasudevan, Operations Editor on the horizon even if the sun is not shining so emergence of multiple sourcing models, service deliv- Shilpa Shanbhag, Sr Correspondent brightly. ery models, and engagement models. These amount Prerna Sharma, Correspondent The 4Q2012 TPI Index identifies three short-term to significant change in the risk landscape that forces Pramod S Rawat, Design and Layout trends: a rethink of governance models, risk management Nasscom Predicts Positive Outlook for IT-BPM Industry in FY 2014, Run-rate of $12-$15B Annually

asscom has released the Strategic Review of 13-15% in FY 2014. These growth rates translate to 2013, its annual report on the IT-BPM a run-rate of $12-$15B annually. sector. Som Mittal, Nasscom Chairman, In FY 2013, exports reached $75.8B and the do- outlined a positive outlook with exports mestic industry clocked Rs. 1047B. Around 188,000 growthN rate of 12-14% and domestic market growth jobs were added during the year which takes the direct employment by the sector to 3 million. The sector’s impact IT-BPM REVENUES on India has been significant: Natarajan Chandrasekaran IT-BPM Industry –resilient, growing, evolving it accounts for 8% of GDP Chairman NASSCOM representing growth thrice IT-BPM revenue break-up USD billion over and exports contribution • Growth figures reflect variable impact of H/W Growth in INR= 8.5% currency of 24% representing growth of 108 100.9 • Highest value add sector for India – 60-70 per five times over in the past 10 four key growth drivers to be: 13.0 cent 88.1 13.2 years. n Customers continue to seek efficiencies through 74.2 12.2 • Exports mainstay of the industry - >70 per cent India now holds 52% share transformation of operations 10.2 • Indian IT-BPM exports o sets 50% of India’s oil n imports of the global sourcing market IT is shifting from traditional process automa-

95.0 which itself grew 9%, out- tion to strategic BI, collaboration, and customer-fac- 87.7 • IT services today is a USD 50+ billion dollar 76.3 industry stripping growth in IT-BPM ing technologies. 64.0 • BPM is a USD 20 billion segment spends. During the year, IT n Rate of adoption of disruptive technologies (so-

• ER&D and products segment closing in on the services crossed the $50B mark cial, mobile, analytics, cloud) would intensify. Spends USD 20 billion mark too FY2010 FY2011 FY2012 FY2013E and BPM and Engineering over $1T is expected by 2020. This has implications Hardware Services R&D with each at $20B. for services, products, and platforms. N.Chandrasekaran, Chair- n Apart from mature verticals, the next big spend- E: Estimate

Source: NASSCOM man, Nasscom, outlined the ers would be APAC, SMB, and domestic market.

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 NILF Agenda Day 1, 13 Feb

Time 08.30 - 09.30 hrs Time 14.30 - 15.30 hrs Theme Outside In: Customer centricity Session IV Customer's Take Steve Towers, Business Process & Performance Expert(Pre Theme Speaker Co-creation: Has value surpassed cost as the deal clincher? registration required) Venue Grand Ballroom I, II, III Venue Grand Salon Adriana Karaboutis, CIO, Dell, Aruna Jayanti, CEO, Capgemini India, Jacob Lamm, Executive VP Strategy & Corporate Discussants Time 0930 – 1030 hrs Development, CA Technologies, Roger Gurnani, Executive VP & CIO, Verizon Communications Theme Inauguration & Social Innovation Honors Moderator Chris Andrews, Principal Analyst & Research Director, Forrester Venue Grand Ballroom I, II, III Anand Sharma, Hon’ble Union Minister of Commerce and Industry, Prithviraj Chavan, Hon’ble Chief Minister of Maharashtra, Natarajan Time 14.30 – 15.30 hrs Speakers Chandrasekaran, Chairman, NASSCOM, Krishnakumar Natarajan, Theme: Analyzing Japan Conundrum: Is there an IT market Vice Chairman, NASSCOM, Som Mittal, President, NASSCOM Nobuhiko Hidaka, President, Gartner Japan, Takeshi Yagi, Guest Speaker Ambassador of Japan to India Time 10.30 – 11.15 hrs Host Som Mittal, President, NASSCOM Session I Spotlight Keynote Theme Imagineering: Seeding the field of the Future! Time 15.30 – 16.15 hrs Venue Grand Ballroom I, II, III Session V In conversation Speaker Mike Walsh, Futurist & Author Theme Cross Border Leadership: Maneuvering fragile differences! Venue Grand Ballroom I, II, III Time 11.15 – 11.45 hrs Tea / Coffee break R Gopalakrishnan, Executive Director, TATA Sons Ltd, Vineet Speaker Nayar, Chairman & Jt MD, HCL Technologies Ltd Moderator Shereen Bhan, Delhi Business Chief & Executive Editor, CNBC Time 11.45 - 12.45 hrs Session II: Reality Check Time 16.00 – 17.00 hrs Theme Is India suffering from tall ambition & dwarf execution? Vendor consolidation & strategic partnerships-through the customers’ Venue: Grand Ballroom I, II, III Theme eyes Chris Andrews, Principal Analyst & Research Director, Forrester Janmejaya Sinha, Chairman - Asia Pacific, The Boston Consulting Discussants Group, Omar Abdullah, Hon’ble Chief Minister of J&K, Sachin Pilot, Hon’ble Minister for Corporate, Affairs Time 16.15 – 16.45 hrs Tea/Coffee Swaminathan S. Anklesaria Aiyar, Consulting Editor, The Economic Moderator Times Time 16.45 – 17.30 hrs Session VI Emotional intelligence & bottomline Time 11.30 – 12.15 hrs Theme Connecting excels and nerve cells in Leaders! Theme In the Spotlight Greenshoots in the US business & economy Venue Grand Ballroom I, II, III Ganesh Natrajan, Vice Chairman & CEO, Zensar Technologies (Pre Speaker Speaker Dr Travis Bradberry, Emotional Intelligence Expert & Author registration required) Ganesh Natrajan, Vice Chairman & CEO, Zensar Technologies (Pre Moderator Time 17.00 – 18.00 hrs registration required) Theme Close Door session with Hon’ble Minister Pallam Raju Venue Grand Salon Venue Board Room 1

Time 12.45 - 13.30 hrs Time 16.30 - 17.30 hrs Session III Power Discussion Theme Maverick Moguls: The story of Entrepreneurs Extraordinaire Indo-US ties: Oversold or defining relationship of the 21st Theme century! Deep Kalra, Founder and CEO, Makemytrip.com Dhiraj C Rajaram, Panel Founder, Chief Executive Officer & Chairman, Mu Sigma Sachin Venue Grand Ballroom I, II, III Bansal, CEO, flipkart Jack Markell, Governor, Delaware US, Kanwal Sibal, Former Speaker Moderator Raman Roy, Chairman & MD, Quatrro Foreign Secretary, Govt of India Moderator Rajendra Pawar, Chairman & CoFounder, NIIT Venue Grand Salon

Time 13.00 – 14.00 hrs Time 17.30 -18.30 hrs Networking Break Theme Hidden Opportunities in 2% Mandate Sachin Pilot, Hon’ble Minister for Corporate Affairs Som Mittal, Time 18.30 - 19.00 hrs Discussants President, NASSCOM Session VII Legends in conversation Venue Board Room 1 Theme Reinvention of Self: The Real Comeback! Venue Grand Ballroom I, II, III Time 12.30 - 13.30 hrs Vir Sanghvi in conversation with Living Legend Amitabh Bachchan Speaker Theme: Leading MNCs in India: Does nationality matter? (audience to be seated by 1815 hrs) Ganesh S. Lakshminarayanan President & Managing Director, Speaker Dell India Jeffrey M. White, President India & SAARC Cisco Time 19.00 hrs onwards Moderator Ravi Venkatesan, Director, Infosys & AB Volvo Theme NASSCOM Global Leadership Awards sponsored by Capgemini Venue Exhibition Grounds, Grand Hyatt M M Pallam Raju, Hon’ble Union Minister for HRD Time 13.30 – 14.30 hrs Networking Lunch Chief Guest Followed by Cocktails & Dinner

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 Tech-hub Opportunities Galore: Manesar as the next IT/ITeS hub

n integrated business city built on the concept water, waste, energy, transportation and safety infra- of environmental integration with industrial structure while taking measures like maximum uti- development. Manesar is where business, lisation of renewable resources for electricity supply, A Som Mittal lifestyle, housing, healthcare and academia come to- minimum loss of natural resources and others. gether in perfect agreement. Initially developed as an Industrial Hub, Mane- Rising Japanese Interests President, sar is now fast becoming an attractive destination for n One of the largest infrastructure projects in the NASSCOM other businesses specially IT/ITeS, R&D, Back-office country-DMIC (Delhi Mumbai Industrial Corridor) operations and related services. worth USD 90 Billion is coming up through financial & technical aids from Japan, covering an overall “It is necessary for us to move into Location & Connectivity length of 1483 KMs between the political capital and new areas. It is important as we n Ideally located on NH-8, about 45kms from Delhi, the business capital of India, i.e. Delhi and Mumbai. and 15 kms from Gurgaon, 32kms from Delhi Inter- The vision for DMIC is to create strong economic base develop Manesar, we also help Gurgaon national Airport. in this band with globally competitive environment get better. It is important to carry n ITPO to shift India International Trade Fair to Manesar. and state-of-the-art infrastructure to activate local Gurgaon with us as we expand into n The 25000 acres Reliance SEZ to come up near NH-8. commerce, enhance foreign investments, real-estate Manesar because existing people would investments and attain sustainable development. be the best proponent of Manesar. Infrastructure Manesar could be new model n Sector 8 is dedicated towards IT/ITeS infrastructure Growth Corridors of integrated township. It is a big and the property rental in Manesar is approximately n Apart from DMIC, there are other major express- opportunity and a great location, it one-third that of rental in Gurgaon and infrastructure ways or growth corridors surrounding Delhi NCR will expresses itself on a belt which I is at par with any well planned city in the world. be passing through Manesar increasing the employee think just continue to grow” n Robust civic infrastructure (roads, power, telecom, catchment for Manesar as an IT/ITeS destination. Key water and sewerage). corridors are KMP (Kundli – Manesar – Palwal) ex- n Facilities like Helipad, Fire Station, Skill Develop- pressway and KGP (Kundli-Ghaziabad-Palwal), each ment Center, Police Station, Shopping Malls, Health 135Km.. Though these greenfield expressways were Facilities, School Sites, Sites for Post Office/Banks, planned to reduce congestion on Delhi roads, now these Conference Centre, Warehousing & Cargo Facilities two road networks are emerging as the biggest contrib- Nitin Seth and HSIDC office complex housing for all industry utors to residential and commercial developments. related government departments. MD and country Anchor Companies head, Fidelity India India’s First Business Eco-City n Manesar has projects with foreign technical collab- n Japan’s Toshiba team undertook the project of build- oration. Maruti Udyog Limited, Hero Honda, Modi ing Manesar as First Eco City of India. This will be Alcatel, VXL India, Perfitti India, Benetton, Energetic, funded by the Ministry of Economic Trade and Invest- Hamdard, Optiflex to name a few. “Manesar is really a extension of ment, Government of Japan .An Eco-city is defined n Over 800 MNCs have their offices in Manesar. Gurgaon and for me it is improving as a city in which citizens, business and government n HCL leaders in IT technology have set up a dedicated sustainably work, live and interact through delivery of campus in Manesar with a workforce of 8200 people. the Gurgaon ecosystem. I think integrated, low carbon products and services. there is value proposition for large n The objective of this project is to build a new in- Civic Amenities companies which are there in dustrial community to maximise welfare of the peo- Comfortable and environment- friendly lifestyle is Gurgaon to extend their operation in ple and minimise carbon emission and the above vi- supported by infrastructure facilities, civic values and those ecosystems.” sion can be achieved by integrating technology across community development ideals.

1% 5%

28%

32%

17%

11% 1% 2% 3%

Residential Industrial Commercial Public/Semi public Transportation & Communication Public Utilities Open Spaces & Recreation Rivers & Water Bodies Natural Zone

Well planned residential development Source: HSIIDC Multi-speciality hospital (Rockland)

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 view point Speakers @NILF 2013

BPM: What's next in global business Market leaders don’t do different services things, they do things differently

business itself. pacity to capture innovation BPO has changed signifi- through internal development, cantly in nature from the old external advice or M&A is criti- days when clients asked ven- cal, but more importantly the dors to manage certain tasks ability to drive change through and deliver on SLAs. an organization requires a very Today, the nature of work solid, human platform. You performed is very different, need to maximise the involve- there is significant value crea- ment of your people, as mo- tion and transformation being tivation and participation are delivered, and Business Proc- critical to maintaining the ma- Keshav R. Murugesh ess Outsourcing companies, Jaime Vallés jority of people from acquisi- Group CEO, WNS the higher value providers like President Cisco Asia Pacific, tions for at least 3-5 years. In WNS, are engaged in Business Japan and Greater China the words of marketing guru, Process Management where Peter Drucker, “Culture eats an end to end process is de- strategy for breakfast.” At the foresee the BPO sector livered across multiple time nderstanding market current speed of change in to grow at a steady pace. zones and embellished with transitions and your many different markets, this I The outsourcing repre- analytics, decision support Ucompany’s past achieve- should be a continuous process sents one of the highest po- systems, technology plat- ments are never a guarantee and a normal way of life in any tential for India’s economic forms and non linear models. for future success; hence the company’s culture. growth and I believe that it need to change business mod- will continue to grow further els and to constantly stretch to become larger than the IT ourselves for success. The ca- The new age of analytics

Analytics calls Analysis of for people who t r a n s a c - understand Psy- tional and chology, and sta- other data tistics because provides cli- it is not just a ents with matter of going actionable through a web- insight into site and pull- their busi- ing keyword. For ness opera- analyzing trends, tions – for Rahul Kanodia the knowledge Michael Corcoran e x a m p l e , Vice chairman & of statistics is Growth and e n a b l i n g CEO, Datamatics important. The strategy lead, BPO, them to im- Sundar Ramaswamy Global Services p s y c h o l o g i s t Accenture prove work- COO, AbsolutData Research will understand ing capital human psychology but he may not com- management, claim full discounts & Analytics prehend the nuisances of insurance, bank- from their providers for paid-within- Traditional strength are the strengths ing, research and telecom. However, the terms invoice processing or improve they already have. In the last few years, domain understanding is very critical. So, customer acquisition, satisfaction and service providers have perfected the art if you are looking at analyzing consumer retention. Conversely, analytics helps of outsourcing. They are very good at product than you need to understand the optimize clients’ payment terms and handling outsourcing, their processes dynamics of consumer product industry. reduce their rogue spend that has are established and so they really under- Thus, what is required is a combination of not passed through preferred sup- stand the process. The fact that they are Psychology, domain and statistics. How- pliers. This means they can increase known helps them get work from the cli- ever, it is not easy to have all of these control, reduce risk, and capture ad- ent. I also think they have made a brand in one person. So you will have multiple ditional value that would not have for themselves. Thus, they already have people working on the same project. otherwise been realized. the inroads to the clients.

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 Experts speak Delivery Will be Key in The BPO and Outsourcing Buyers’ Eyes in 2013 Outlook in 2013 So how are organizations overall responding to the current economic situation? Well since end 2008, Nel- sonHall research has tended to identify the same three major priorities induced by the ongoing economic slowdown: the need to increase the efficiency of organizations’ mainstream business, the need to retain, and maximize the potential of, their existing customer base, and a need to enter new markets typically increasing the proportion of revenues from emerging country markets. Jens Butler These priorities have now been overtaken in 2013 by Principal Analyst, IT Services, Ovum a new factor induced by economic uncertainty, namely the need for improved business agility, now rated as t the start of 2012, the overall glo- highly important by over three-quarters of organiza- bal outlook was cautiously optimis- tions globally. So while organizations still expect a low- Atic, with the view that although the growth economic environment, they currently have a mature economies of Western Europe and high level of uncertainty about what the future holds North America were still struggling to re- and are looking for the capability to respond quickly to gain their mojo, continuing Asian and Latin economic threats and the capability to take advantage American growth would lubricate a much- of new business opportunities immediately they arise. anticipated rebound – however, the IMF Accordingly, the most important operational out- recently re-lowered its projection for glo- John Willmott comes that major organizations are seeking in 2013 bal growth in 2013 to just 3.6% (assuming CEO, NelsonHall are improved standardization of processes across the US will avoid the “fiscal cliff”).. business units and geographies and enhanced organi- IT customers are demanding greater elsonHall has just interviewed 480 organ- zational agility. These are followed by the ongoing predictability and control as a more risk- izations globally across U.S., U.K., Conti- need for revenue opportunity maximization from the averse perspective takes hold. nental Europe, and Asia Pacific, as part of existing client base and a continuing need to reduce an annual exercise carried out by Nelson- SG&A costs. On average, organizations report seeking NHall to establish the business issues and initiatives faced further annual cost reductions of over 5% in SG&A Assessing Your IT Outsourcing by major organizations by sector and geography. and 3% in core operations in 2013. Framework in the New Year This includes assessing the relevance of outsourc- What does this mean for suppliers? Well firstly ing to major organizations as part of their future op- process standardization is important with organiza- erating models. Overall the current economic envi- tions increasingly willing to apply an element of proc- ronment has led to increased recognition of the role ess standardization prior to BPO service roll-out. of outsourcing, with 73% of organizations globally However, any associated investment may well need now stating that BPO has high relevance within their to be financed by suppliers. Commercially organiza- future global operating models. These organizations tions are increasingly looking to implement increased recognize that the current economic environment is organizational agility by moving to usage based trans- here for some years to come and that their operating actional pricing models. Contrary to much market models need to be amended to adapt to this environ- hype, most major organizations, when they talk about ment. This effect is particularly noticeable in Europe outcome-based pricing mean transaction based pric- where 46% of major organizations perceive that the ing rather than gainsharing based on changes in busi- Eurozone crisis will lead to increased application of ness model. Transaction- or usage-based pricing will BPO during 2013. be an important shift in commercial model in 2013. Christopher Stacy Senior Associate, Pace Harmon s part of this evaluation, IT groups Customer Experience Management 2.0 should determine whether previous Customer service continues to transform and it’s the end con- Aoutsourcing decision criteria have sumers who are driving this transformation. Today’s custom- changed and whether supplier performers want to get served in the medium of their choice not lim- ance is meeting the standards anticipated ited to voice based interactions only. More than 60% indicate at contract signature. The results of this they would use Email, Web and Social media over the next assessment will help determine whether year. The 5 major trends that we are seeing in customer ex- and how to take action. Rajeev Mittal pectations are as follows: Companies should determine whether Managing Director n Anytime, anywhere, any-channel access their previous decision criteria are still val- n More personalized experience id – i.e., whether the lens through which India & SAARC n Less waiting and more efficient without repeating info the outsourcing decision was made is still Avaya n Faster resolution and handled by the right person appropriate given the evolving corporate The outlook for the next 3 to 5 years in terms of enablers objectives. If you were to reevaluate a for future of customer experience is going to be about the right media at the right “build” versus “buy” decision today, would time, preserving context of every interaction, enterterprise wide engagement and the same weight be given to cost reduc- gaining actionable insights on the customer experience requirements. In the end this tion, speed of standing up the operation, or customer experience will drive brand and customer lifecycle value. retaining certain skill sets internally? .

Source: www.globalservicesmedia.com

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013

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The Business of Infotech

In Association with NEWSLETTER February 13-15, Grand Hyatt, Mumbai Day-2

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For Enquiries ? Toll free No 1800 103 0093 | [email protected] view point Editor's Note Tall Ambition and Dwarf Execution

Ed Nair The author is Editor of Dataquest & Global Services

to champion the government’s success in achieving out of 183 in ‘Starting Business’, and even worse at these milestones. 182 out of 183 in ‘Enforcement of Contract’. Comparison between India and China is inevitable Pilot’s retort was that rankings don’t matter, they in discussions like these. China’s economic success, don’t tell the whole story. Countries like Macedonia razor-sharp execution of national projects, and formi- and Colombia have leapt up even 40 ranks by focusing dable ambition pales in comparison to India’s stodgy on a few parameters that determined the ranking, he planned approach to development. An irrepressible said. Instead, delivery and overall economic and social Swaminathan S. Anklesaria Aiyar, Consulting Editor, impact is what matters, Pilot stressed. The Economic Times championed the success of in- Janamejaya Sinha, Chairman- Asia Pacific, The dividual achievement over government driven initia- Boston Consulting Group pointed towards a global tives. He said that Nasscom itself is a good example reset in the offing. He said that the western world will of how private individuals achieved what government beat towards Asia’s doors in the next 20 years. Sinha would not have been able to. Other examples cited said that in the next seven years, $15T of additional he panel discussion on ‘Reality Check- Is were the success of the auto and auto ancillary indus- consumption is expected to happen out of Asia, of India Suffering From Tall Ambition and tries in research and design and the pharma industry which $2.6T would be from India alone. He stressed Dwarf Execution’ threw up divergent, but in dealing with the patent regime that restricted access that the opportunity is India and that this is the best nonetheless thought-provoking views. to global markets. period in its history. TSachin Pilot, Hon’ble Minister for Corporate Af- It is not that Aiyar does not see a role for the gov- The discussion did not really get to deliberating the fairs debunked the label that India has been a non- ernment. He said, “The role of the government is to issue about India’s dwarfed execution. While gaps in performer. He lauded the faith amongst Indian people facilitate positive reform to enable business and pro- execution were identified, painting pictures of a rosy that the future belongs to India. He cited the success vide governance.” He bemoaned India’s lackluster future was the dominant theme. It left one wondering of many national projects and its economic perform- showing in global ranking for business-friendliness. whether we agree at all at India has tall ambitions, but ance despite global economic meltdown. Pilot seemed India ranked 134 out of 183 in ‘Doing Business’, 166 dwarfed execution. Cisco to align with the national agenda eff White took over the reins at Cisco India There is massive urbanization, rising middle class, and barely four weeks back. On the sidelines of demographics of one-third of the population below Nasscom Leadership Forum, in an exclusive in- 15. The potential for broadband in Tier-2 and Tier-3 teraction with Dataquest, Jeff gave a quick peek cities is huge. atJ his mandate and his first impressions about Cisco Secondly, I was incredibly impressed by the talent in India. of the people here. I had heard about it- that we had around 10,000 people, but their quality was equally How have the past four weeks been for you? impressive. I got a good sense of the opportunity in India and my appreciation for it has grown. I would like to reaffirm What’s on your plate right now? our commitment to India and we would continue to I am in the midst of defining the company’s priorities invest here. here with my senior team. We will eventually create an India board comprising people from all across Cisco. Your uppermost priorities? Growth, developing the employee base, and driving In an interaction with Ed Nair innovation. I have seen significant innovations happen out of India. I am very optimistic, energized, and excited about these opportunities. Project Team One big part of my mandate is to align Cisco to the na- Ed Nair, Editor tional agenda, the priorities of the government. These Satish Gupta, Head Sales & Marketing include broadband access, healthcare, education, and Shrikant G, Associate Editor social responsibilities and we would want to take these Smita Vasudevan, Operations Editor to the next level. Shilpa Shanbhag, Sr Correspondent Prerna Sharma, Correspondent Jeff White What was the biggest surprise? Design and Layout President- India and SAARC, Cisco The market opportunity is bigger that what I thought. Pramod S Rawat,

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 in pictures

In the Spotlight

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 WTC Corporate Dialogue 330 CITIES. 100 COUNTRIES. 1 MILLION BUSINESSES

a host of reciprocal services to help foster partner- it the United Nations of Business”. ships. It also promotes knowledge dissemination on According to Khair Ull Nissa, Senior General broad areas like: facilitating trade missions, access to Manager, WTC Manesar, “The complex aims to pro- global businesses and capital; trade information serv- vide a comprehensive eco-system that fosters business ices and market research services for local business growth and revenue enhancement for companies op- knowledge; trade education services; world class of- erating from the campus. Manesar, being a strategic fice complexes; expo and conferencing facilities; short location, have excellent connectivity, planned ameni- term office space; stay facilities and much more. ties and infrastructure which makes it a favored busi- Today world trade is of the order of US $12 tril- ness destination for several multinationals. We are lion (including both goods and services), of this, an happy to associate with World Trade Centers Asso- estimated US $4 trillion (i.e. one –third) trade flow ciation and operate under the brand name of World through World Trade Centers. The WTC therefore is Trade Center.” at the pulse of the changing dynamics of the business every day, giving its members access to opportunities WTC Services no other network can. WTC International Trade Services & Facilities While India is not new to the concept of WTC A WTC offers its members and tenants a wide range of – How about looking at North India’s 1st operational facilities and international trade services. Since WTC WTC… services are reciprocal, members can access them at The Global Network all operating WTCs around the world. Here are the Taking on the unique advantages of the WTC model, North India’s 1st operational WTC services and facilities that are offered to companies a world class integrated business city at Manesar is all WTC Manesar is a 1.6 million square feet complex seeking to expand international markets. set to jump start commerce and new opportunities. which is also India’s first mainstream green building, The World Trade Centers (WTC) symbolizes glo- holds a Leed platinum certification & was awarded - Trade Information & Market Research bal trade and it has acted as the ‘platform of commerce’ World’s best office development, by CNBC. WTCs provide up-to-date information about their re- since its inception in 1939 in New York. Through its The complex is now operational is ready to host spective regions, including local products and services, years of existence WTC has remained true to its name. the operations some of the best international & na- market conditions, government regulations and busi- The WTC is clearly a source of inspiration for entre- tional brands across industry sectors. Being a member ness culture. WTCs furnish detailed profiles of local preneurs across the globe. of the elite global WTC network, and a place for busi- business contacts, including manufacturers, distribu- As we browse the facts - one is bound to be amazed ness networking, WTC Manesar is already high profile tors and services providers. They also perform market at the scale and size of WTC. Headquartered in New events including the upcoming - Indo-Japan Strategic research tailored to specific needs.The WTCA’s inter- York, the network comprises office complexes across Summit on 19th February. net website (http://www.wtca.org) is a marketing tool 330 cities in 100 countries and serves over 100,000 Apart from being an ultra modern structure in for the WTC’s around the world, promoting events member companies. terms of design and layout, it incorporates whole lot and businesses. However, WTC’s reach spans the world- far and of modern amenities in one place. Clearly, these are wide beyond NYC in cities such as Chicago, Tokyo, modern buildings, efficient with interesting design. Business Services Rome, Beijing, Frankfurt, Las Vegas, Athens, Miami, Quips Gaurav Bansal, Sr. General Manager (Mar- WTCs offer state-of-the-ar support facilities. This Mexico, Tokyo, Dubai, Moscow, Sydney and so on.. keting), “More than a building or a complex, WTC as includes video conferencing, internet access, word list is endless. a networking platform strives to bring together vari- processing and more. Flexible arrangements for tem- WTC exists for the unilateral purpose of aiding the ous stakeholders such as Corporates, Associations, porary office space, meeting rooms, secretarial and development of the business of its members through Government Agencies, SMEs & Other institutions. translation services are also available. the ever changing climate of commerce. It does this Going forward, WTC Manesar will be hosting various by creating a closely meshed network of entrepre- industry events, B2B matchmaking sessions & discus- Trade Education Services neurs that acts as a platform in promoting and foster- sions”. WTCs organize practical, interactive international ing opportunities for its members. Also by fostering a During his recent visit to India, Mr. Eric Dahl, trade workshops and seminars on key local and global community approach, it creates a sense of security as CEO, World Trade Centers Association said, “While business issues. well – like creating homogeneity out of heterogeneous there are many industry and trade associations in In- business goals and aspirations. dia, WTC serves a complimentary function. When Group Trade Missions As we look at trade networks on a common unified Indian firms reach out to the world, the typical routes Includes taking part in outbound missions to ex- platform, it promotes prosperity through internation- are through Indian Consulate or through their for- plore new markets and receiving incoming business al trade and at the same time it augments development eign business partners. But small firms can’t afford groups. of local business communities. It does so by providing these. That’s where WTC chips in as well. I like to call WTC Clubs Promote business networking by providing comfortable lounge and dining services for members and their guests. Offer private rooms with general office services for various types of business gatherings. Networking forums are arranged on specialized subjects to facilitate business contacts. A World Trade Center is a recognizable symbol of locally focused economic strength in world commerce. Anchored by a unique combination of tenants and visitors, a World Trade Center is bustling hub of export activity. Membership requirements and cost vary according to each World Trade Center. World Trade Center at Manesar

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 Day 1 Speakers

“India is at the forefront of "When we look at this year’s change in the technology and theme - Imagineering the business process outsourc- Future “- people would won- ing space. Today our industry der on it given that the entire operates out of 75 countries; world is talking about reces- we have hundreds of devel- sion, recovery etc. It is in that opment centers across the context this theme makes all world. Onshore, right shore, the more relevant. Moreover near shore- global sourcing the adoption of various key has come a long way” technologies is happening at a rapid pace. If we look at the last four years, it has been a spectacular run with Som Mittal N Chandrasekaran several disruptive technol- President, NASSCOM Chairman NASSCOM and ogy innovations” CEO of TCS

“We have seen how the world “IT is redefining lives. Con- has been redefined and in the sidering the population of last few years the discourse a state that touches an ap- has been totally different. proximate figure of 100 mil- Earlier tablets were admin- lion (a figure that is almost istered to cure ailments but the size of Mexico). In such today tablets have become a scenario, the - projection the friend of every child” of a growth of 12-14% offers huge opportunities”

Anand Sharma Prithviraj Chavan Hon’ble Union Minister of Hon’ble Chief Minister of Commerce and Industry Maharashtra

“Companies of the 21st cen- "There is a clear move to- tury will compete on their wards creating manufactur- networks, not of devices or ing jobs in the US. Innova- distribution, but on connect- tion is kicking in and there ed platforms that allow their are some good signs. There people and partners to col- is a big opportunity to maxi- laborate and create value. In mize impact and quality in order to be different and pro- the service sectors like ener- active, Walsh also suggests gy and higher education with enterprises on implementing the use of technology" internal social networks and encourage best performers to use it to drive innovation Mike Walsh and for employee engage- Patrick T Harker Futurist & Author ment and communication” President, University of Delaware

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 Emerging Locations

Emerging Locations in 2013 Outsourcing Destinations Quotes Hemisphere following the United States and Canada. n Close geographic proximity to U.S markets allows for shorter travel times to key markets. For example it is only 1.5 hours’ flying time from Miami to Jamaica, and Manoj Punja 3.5 hours between New York and Jamaica Senior Vice n Similar time zone with North America allows President & Global for harmonised business hours. Jamaica is located at Head, Wipro BPO GMT-5, which is the same as Eastern USA with the time difference between Jamaica and any other country in the Americas being no more than 3 hours. "Latin America is a ‘must have’ in the n In terms of telecommunications, Jamaica has advanced, reliable on- and off-island networks with three list of emerging destinations, especial- active submarine cable systems connecting us with the ly for BPO. Philippines is also growing

Jamaica rest of the world. Fibre optic networks are fully redun- at a fast pace, in terms of voice based dant with low latency, and with up to 5 TB of unlit ca- processes” Julian Robinson pacity and local providers offer a full suite of bandwidth Minister of State IP services, including R1, DS3, MPLS and Ethernet. n Competitive wage rates for a call centre agent in Ja- Jamaica Advantage maica are about a third lower than in the United States. Krishna Baidya Jamaica’s unique positioning and resources allow for n Continuous and available electric supply from Industry manager, several advantages to doing business. The most prom- the grid is constant and continuous to both domestic inent being: and commercial customers. Electricity generators are APAC, Frost & n A large native English-speaking population, not requirements but are only recommended in the Sullivan of which Jamaica is the third largest in the Western event of supply interruption from a severe hurricane.

bouring markets, many more Multinational compa- "Amid currency devaluation, Baltic nies have invested in the country. states-Estonia and Latvia moves up n Stable pro-investment government: Our new Con- in the preferred destination list. Im- stitution that became law on 1st Aug 2010 has cemented proving fundamentals helped Egypt the stability and guaranteed investors and citizens alike and United Arab Emirates (UAE) gain rights that promote economic and social growth. prominence" n Availability of Skills: Country of about 40.5 million people of which 47.5 percent constitute the working population. The country also has the highest 15 + Expert Speak literacy rate in the region (90 percent). Investors have access to a large pool of highly qualified professionals in diverse sectors at competitive rates within a very Michael Crowley flexible legal framework. Senior Economist, Kenya n Innovative culture: The country has been identi- Bank of Ireland, fied in recent times as one of the countries to watch Andrew Lewela in Africa as far as technology and innovation goes. Global Markets Project Manager, Kenya ICT Board Dubbed the ‘Silicon Savanna’, Kenya is rising fast as a technology powerhouse on the African continent. Kenya Advantage There are many incubation labs that have set up in the "The economy is expected to remain The size of the local ICT market is estimated at US$ recent past to precipitate growth. Areas covered are: weak in the opening months of 2013. 500 million and it is of note that companies such as n Strategic location: We are at a strategic loca- Measures being taken by govern- Spanco, followed Airtel into Kenya to continue servic- tion as a regional financial, communications and ment to strengthen Economic and ing them. Statistics show that the current government transport hub - Our strategic location and well de- Monetary Union (EMU) should result spends on ICT is just 1 percent and this is bound to veloped business infrastructure makes us a natural to an improvement in consumer and increase to reach global benchmark of 3 percent. Giv- choice of location as a base for your regional offices business confidence and a gradual re- en Kenya’s relative sophistication compared to neigh- and operations. covery in spending and investment." The Lure for New Geographies

hanging wage rates and currency fluctuations Latin America is a ‘must have’ in the list of emerging ior Vice President, Practices, Solutions and Transitions, will influence location preferences. Krishna destinations, especially for BPO. Its multi lingual capa- Genpact. According to ISG, half of the mega deals signed CBaidya, industry manager, APAC, Frost & Sul- bilities and cultural affinity with the West makes it a in 2012 happened to be in the European market which livan, says, “Amid currency devaluation, Baltic states promising outsourcing destination. shows revival of interest and confidence building up. – Estonia and Latvia moves up in the preferred des- “Despite the economic volatility, European market Service providers are also confident about their perform- tination list. Improving fundamentals helped Egypt has been very good for us in the recent past. We have ance in the region. Romania, Poland and Bulgaria are the and United Arab Emirates (UAE) gain prominence.” grown our strengths there.” says Shantanu Ghosh, Sen- promising locations.

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 Spot light Reinventing the Wheel fter years of outsourcing and pioneering getting more prominent. “However one of the most ment systems are now ready to accept the change and global delivery, Indian IT is at the thresh- important trends is the impact of IT on the society, it internalize services that the IT industry offers. These old of a major transition. And to make the is not CSR - it is the actual benefits of IT percolating to services are aimed at using it in sectors that will help most out of the transition, the companies the masses. Initiatives like UID are the ones that will to improve the lives of the common man. Together Aneed to reinvent and innovate- this is the strong mes- impact the society in a big way.” the government (both state and national), civil serv- sage NILF 2013 is driving at Reflecting on how IT can make a difference, Anand ices, and the IT industry can make a huge difference. The 21st edition of the NASSCOM Leadership Sharma, Hon’ble Union Minister of Commerce and Forum (NILF) 2013 started with the theme: “Imagi- Industry said, “We have seen how the world has been Advantage Maharashtra neering the Future “. Som Mittal, president, NASS- redefined and in the last few years the discourse has This comes at a time when the Maharashtra state is be- COM set the tone by saying, “How does the next US been totally different. Earlier tablets were adminis- ginning to open its doors for IT adoption. In fact the $100 billion look like? In the last few months much tered to cure ailments but today tablets have become state has been ranked as numero uno on the scale of e- has been written about the stagnant traditional out- the friend of every child.” Having set the tone for the readiness in the words of the CM. On the Adhaar front, sourcing model and way forward for the industry to day, he further added that key developments have the the state has already enrolled 52 million citizens and has scale up from here. India is in the forefront of change ability to disrupt production cycles, from which stems already rolled out the Direct Beneficiary Transfer Sys- in the technology and business process outsourcing the belief that this journey is a continuous travel. And tem. The efforts of the state in the face of State Resident space. Today our industry operates out of 75 coun- this becomes equally important as most pronounced Data Hub, have received praises alike. Approximately, tries; we have hundreds of development centers across changes have been witnessed in the last three years. 60% of key citizen services amounting to 80% in volume the world. Onshore, right shore, near shore- global have been rolled out marking a huge difference. Ma- sourcing has come a long way. Today many trends harashtra has become the first state to implement cloud are changing the entire IT outsourcing landscape and Right Time services apart from the fact that the state with the joint with ever changing dynamics, IT partnerships hence Echoing Anand Sharma’s optimism Hon’ble Chief efforts of NIC has implemented eoffice. assume critical proportions and NILF is getting bigger Minister of Maharashtra, Prithviraj Chavan said “ and better with each passing year.” Maharashtra has been a major destination for attract- Invest Right “NILF has gained significant prominence and has ing IT investments all these years.” He said, “This is “The State CM also emphasized that the IT indus- become a global forum of coming together of the in- important in an age where IT is redefining lives and try can invest in new emerging locations that offer dustry,” says Natarajan Chandrasekaran, Chairman making a plethora of a difference and also consider- more scope. Cities like Nasik, Nagpur, Aurangabad, NASSCOM and CEO of TCS. “This year delegates had ing the population of a state that touches an approxi- Kolhapur, among others. With the joint efforts of the come from across 35 different countries. When we mate figure of 100 million (a figure that is almost the industry and the government, the industry can capi-

Anand Sharma Natrajan Chandrasekaran Krishnakumar Natarajan Hon'ble Union Minister of Commerce Chairman, Nasscom Vice Chairman, NASSCOM & Industry look at this year’s theme, people would wonder on it size of Mexico). In such a scenario, the projection of a talize on the abundance of technocrats, huge number given that the entire world was talking about recession, growth of 12-14% offers huge opportunities. of educational institutes, etc. The government of Ma- recovery etc. It is in that context this theme makes all Chavan elaborated, “About 25 years ago, there was harashtra is keen to invest in an ecosystem that will the more relevant. Moreover the adoption of various a choice to make between products versus services and support the manpower industry culture. Take the in- key technologies is happening at a rapid pace. If we local versus exports. Today, we are at a stage where a stance of Mumbai that has crossed the mark of $10 look at the last four years it has been a spectacular run quarter of India’s exports revenues are generated from billion in investments in infrastructure. We were be- with several disruptive technology innovations.” the IT industry. The Indian market is opening and of- hind time on investing in the direction of infrastruc- Chandrasekaran averred that the key trends like fering huge opportunities and the time has come for ture and now it has been plugged. We have pulled our the rapid escalation of tablets, consumerization of IT , the larger players to make renewed efforts in conjunc- strings and are in the right direction. And hence, we emergence of new technology infrastructures, and or- tion with the state governments and play an instru- need the support of the industry in terms of invest- ganizations trying to create a new base line for IT in- mental role in taking the nation to new heights.” ments to paint a better picture of Maharashtra that vestments with an aim to future proof themselves are This is important considering the fact that govern- today is the important part of the Indian economy.”

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 Experts Speak Outsourcing 2013: Top 3 Trends I also expect that we will The role of the CIO organi- 2witness the continued 2zation will shift from being shift to a multisourcing model. just service providers to their Fewer and fewer buyers are businesses to that of technolo- looking for a “one-stop shop” gy brokers who bring in the best to supply all their IT needs. talent and technology from They are turning to providers multiple sourcing partners and that offer domain-focused so- enable collaboration between lutions and the deep skills and these providers for exploiting knowledge required to create IT to its full potential. really compelling value. Prashant Ranade Bhaskar Ghosh Offshoring will continue to CEO and President, In a dynamic business en- global lead of Application 3expand not only due to in- Syntel, Inc. 3vironment, the ability to Outsourcing, Accenture creased client acceptance and First would have to be the develop and deploy new en- The pace of external- cost savings but also to drive or- 1impact of digitization and terprise applications can be 1ization and industri- ganizational flexibility through mobility, which has created a game changer. Companies alization of applications, next generation IT services new opportunities for enter- that are able to bring new apps business processes and driven by industry skills, con- prises to interact with their to market quicker will have the infrastructure will consulting, agile methodologies, customers and redefine the advantage, so look for enter- tinue to increase in 2013. platforms, assets, tools, accel- traditional workplace, as well prises to turn to an Agile model Cloud and SaaS will ac- erators and most importantly, as new ways for their outsourc- and a multi-skilled workforce celerate this trend fur- access to niche skills in emerging partners to add value. to make that a reality. ther. ing technologies.

Transforming Customer Service

Transformational ap- Contact Center Innovations 2proach: In general, customer experience would be he shifting paradigms and one of the important transfor- expectations from custom- Ters are driving lot of innova- mational themes for organi- tions in the contact center space. zations apart from revenue Some of the recent innovations growth and cost reduction that have happened in the recent past and are underway are: goals. n Experience portal: The ability to create personalized IVR for each customer thus driving customer experience, being able Rajeev Mittal to reach out to customers proac- Rajesh Subramaniam tively across multiple channels, MD & CEO, Firstsource Managing Director Home based agents: Or- providing call back assists during India & SAARC long wait times are some unique 3ganizations would invest Avaya innovations in this area. Customer Insights/An- into this area considering cost n Multi-channel: The options alytics- Organizations factors, flexibility and manage for customer to be able to handle customer requests 1 in the form of not only voice, but also email, chat, sms, want their partners and ven- fluctuations in call/chat vol- video and applications on smart phones to interact with dors to leverage power of umes. Organizations need to the customer service center thus driving customer ex- customer analytics and pro- look at softer aspects (training, perience. vide actionable insights. This team building etc) as well as n Analytics: The ability to capture customer feed- back and analyze customer interaction in almost near is an emerging trend we are harder aspects (security, risk real-time thus giving the organization the ability to im- observing and this will see a and compliance, fluctuation prove customer experience lot of traction in 2013. patterns etc) of the business.

| DATAQUEST @ NILF / FEBRUARY-13-15, 2013 cloud How insider threats change when applications move to the cloud?

hanging insider threats in a cloud environment. When Cassessing the risk associated with migrating applications to cloud services, buyer should focus first on how the insider threat environment changes, as follows: James R. Slaby The most privileged us- Research Director, ers with the power to wreak Sourcing Security the most harm are no longer your employees. The cloud Redefining outsourcing & Risk Strategies, provider’s IT staff are now HfS Research the ones with unimpeded the cloud way access to applications, their sensitive data, and the systems they run on. They may be endowed with far-reaching access and power- s the hype and confusion over co-mingled public and private cloud ful privileges in order to do their jobs. And they are by starts to dissipate, more CIOs are joining the cloud computing party. definition more highly skilled and knowledgeable of This will have an impact on the IT outsourcing service providers, who system vulnerabilities. will see their business models and customer value propositions dis- Your applications will likely be part of a much larg- rupted.A Service providers in the IT outsourcing space have, after all, profited sig- er-scale, more complex IT operation. The typi- nificantly by taking on their customers’ highly complex, one-off collections of IT cal cloud provider operates assets and finding ways to manage them more efficiently than their customers can. in a multi-tenancy But the essence of cloud computing is a move towards highly standardised racks environment of commodity servers and a software environment that together make for a highly with many efficient use of resources. Cloud computing, when done right, has the potential to custom- actually replace, and not just augment, legacy environments while adding value by ers. If reducing costs and increasing agility. they have PwC surveyed 489 business executives to understand the real state of data Rajesh Rajan not taken center management today, how fast business executives expect to move to cloud a d e q u a t e infrastructures in the future and who they will turn to—traditional IT outsourc- Leader, Emerging steps to ensure tenant ing providers, new cloud-oriented providers or internal staff—to make the shift. Technologies, isolation, your applications and data Individual interviews with vendors offering traditional IT outsourcing and new PwC India may be exposed to security threats cloud-based offerings, including infrastructure-as-a-service (IaaS), complement- from other co-tenants. The cloud envi- ed the survey. ronment embodies new technologies that may present The PwC IT Outsourcing and Cloud Computing Survey suggested that many, new attack surfaces. For example some buyers may be if not most, functions of the traditional data center—internal or outsourced—will unfamiliar with emerging threats like virtual machine gradually migrate to the cloud. The survey revealed a growing interest among IT breakout exploits attacks, in which malware is able to outsourcing customers and non-customers for infrastructure in the cloud, espe- break the containment of the virtual operating system cially private cloud; and a slight preference for new cloud-focused service provid- to attack the host environment or adjacent virtual ma- ers over traditional IT outsourcing vendors to manage the private clouds. chines. As a result for the next several years, IT outsourcing providers will face the Questions of jurisdiction may arise based on where dual challenge of delivering traditional IT infrastructure services while trying to IT insiders reside. A potential inside attacker may be meet the growing demand from their own customers to migrate to cloud comput- operating in a physical location where the legal sanc- ing, including IaaS. IT outsourcing providers not ready or able to move with their tions against criminal activities are weaker than in customers could put the entire relationship at risk. This provides an opportunity your own jurisdiction. This can remove some of their for younger cloud-based IT infrastructure providers to aim at the enterprise mar- Ritesh Pal disincentives to criminal behavior and make court ket for IaaS. Senior injunctions more difficult to obtain. Cloud security The survey indicated that the migration to cloud will be gradual and the cloud Consultant, PwC measures may conflict with some of your native threat will coexist with traditional infrastructure for a long time. In the near future there India mitigation systems. For example, the use of end-to- is likely to be enough demand for both traditional IT outsourcing and cloud serv- end encryption to protect sensitive data in transit to ices to keep everyone busy. However, besides deep pockets and trusted brands, and from the cloud may render some of your own one major differentiator for established IT outsourcing providers is the vast experience many of them have with security countermeasures inoperable, e.g., network- consulting services. Since the IT resource landscape will be a mix of traditional infrastructure, private cloud, and based intrusion detection and prevention systems and public cloud, customers will need help to determine the when, what, where and how of migration. data loss prevention systems.

10 | DATAQUEST @ NILF / FEBRUARY-13-15, 2013 Lessons 2012 Outsourcing Lessons ‘Geographic diversification From 2012 now an essential challenges for the industry. Service providers that are able to proac- part of outsourcing’ tively deliver innovative technologies through advanced sourcing models will be able to sustain and those stuck in the old world will be wiped out. Decisions are still made with an inherent cost saving objective, but at least enterprises are more open to new alternatives like business outcome-based and revenue shar- ing models, and greater inclusion of cloud-based services for more flexibility. As Shantanu Ghosh, Senior Vice President - Practices, ver the last couple of years the ‘uncertain- Solutions and Transitions, Gen- Anupam Govil ty’ element has been a constant for the pact, puts it, “What will matter to customers, especially Partner, Avasant outsourcing industry. The volatile eco- in back office functions, is how do you create flex- nomic environment, political uncertain- ible capability and Scale scale up/capacity in a variable Oties and shift in regulatory policies is has been weighing model.” ast year was interesting and challenging for the down heavily on the minds of CEOs. 2012 was an interesting year for the industry as it laid sourcing industry. What is the impact that is like- So as we have stepped into a new year, can the in- the foundations for some disruptive changes. Organi- Lly to be carried forward into 2013? dustry breathe a sigh of relief? zations went a step ahead in making their outsourcing 2012 was a year of inflexion for the Outsourcing in- The answer is no. It will continue to be a rough relationships more strategic. Cloud and IT outsourcing dustry. With the economy showing signs of recovery, ride but one with interesting opportunities. A change convergence was another important trend that started companies moved ahead with their strategic plans. The has already started reflecting in the way enterprises are shaping up this year. One of the big trends in 2012 will impending US Presidential elections may have been a realigning their IT strategies in line with the new reali- be the movement of Infrastructure to the Cloud largely cause for some pause, but did not materially impact ties. While it is a good change , it will also create new private but some public as well. any decision-making. However other Technology and Market factors did influence the industry.

What was the biggest trend that the industry witnessed The Search For ‘Newness’ in 2012? One of the big trends in 2012 that has gathered mo- mentum is that of movement of Infrastructure to Will Continue the Cloud (largely Private but some Public as well). Accordingly, outsourcing transactions have become cial media and mobile devices is surging like never be- less asset intensive and also shorter duration (3 to fore. “By monitoring key search terms related to their 5 years). Vendor Delivery and Pricing models have industry, brand, products and services, organizations been shifting and trying to align with the new mar- can engage their customers to create buzz, build loyal- ket realities. One of the main lessons learnt in 2012 ty and resolve issues proactively,” says, Andrew kokes, is that as the market finds a new equilibrium, it is Vice President, Global Product Management & Mar- prudent to keep your options open and not be locked keting, & Mandy Edwards, CIO, Sitel. into very long term contracts with vendors.

New Sourcing Models As organizations are visibly becoming more hesitant in The industry is clearly moving away from the conven- taking risks, what will be the role of geographic diversi- tional offshore-centric model to a more balanced and fication in the sourcing industry? geographically dispersed sourcing model. The other major learning from 2012 is that geo- Offshore locations are visibly facing pressure as graphic diversification is now an essential part of New Technologies political ‘anti-offshoring’ interests and the rising at- Outsourcing. While Offshoring continues to gain The three big forces Big Data, Cloud, Mobility are ex- tractiveness of onshore and nearshore locations are steam, its growth (especially in India) has been tem- pected to transform the industry in a big way. There coming up as a big threat. With some Indian IT ma- pered by concerns of rising costs and attrition. With is a lot of hype around these technologies but is adop- jors like Infosys and Wipro also going through a chal- growing maturity in the Nearshore region and emer- tion really picking up? lenging phase, the pure-play offshore model seems to gence of lower cost onshore options, organizations “Despite a lot of hype around it, right now there be losing its charm. have started to re-balance their sourcing portfolio. isn’t much happening on the analytics part right now. Organizations are looking for the ‘right-shoring’ Whilst there is no large scale pull-back from major Clients are not asking for it much,” says Partha De approach that gives them flexibility and cuts down offshore destinations, many firms are allocating new- Sarkar, CEO, Hinduja Global Solutions. risk. Service providers will have to strike the right bal- er projects to providers with nearshore/onshore ca- In the BPO space, the way organizations are in- ance between onshore and offshore. “Firstsource has pabilities. Some of this is also driven by the growth in teracting with their customers is giving way to new rightshore model with 65% of revenues coming from software requiring agile development methodologies technologies. Customers are interacting in multiple onshore”, says, Rajesh Subramaniam, MD & CEO, and mobile skills, which are more naturally aligned ways-email, web, chat, voice and so on. The use of so- Firstsource. with nearshoring.

11 | DATAQUEST @ NILF / FEBRUARY-13-15, 2013