NATIONAL ICT WORKFORCE SURVEY EXECUTIVE SUMMARY

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2 NATIONAL ICT WORKFORCE SURVEY EXECUTIVE SUMMARY Positive domestic developments in post-conflict era and gradual recovery of the global economic situation have created conducive environment for growth of the ICT workforce. As a result, the overall workforce has grown from 50,159 in 2010 to 75,107 in 2013 a rise of 50% at compound annual growth rate (CAGR) of 14.4%. The projection figure of 82,854 for 2014 suggests that this momentum is likely to continue in the future also. Respective contributions by four subsectors to the total workforce 2013 are 40.8% from ICT companies, 47.1% from non-ict private sector users, 7.8% from government organizations and 4.2% from BPO companies. The profile of ICT workforce has undergone some changes since the last workforce survey. The programming/software engineering category still has the highest share among job categories but it has reduced to 21% in 2013 from 26% in However, its share remains as high as 36.7% in ICT companies followed by software quality assurance (16%), jointly occupying more than half of the workforce in ICT companies. The most important job categories for non-ict companies in private sector are systems and network administration (19.7%), data base administration and development (17.9%), and technical support (15.3%). The female participation of the workforce has improved from 21% in 2009 to 29.0% in BPO companies have significantly contributed to improve the gender balance in ICT workforce. The gender composition without BPO companies drops down to 24.8%. In 2013, the share of employees with a degree or above has increased up to 63%, an improvement in the qualifications profile of the ICT workforce. The highest share of graduates is in ICT companies (70%) and in other sub sectors; it remains around 30-35%. Demand for number of graduates in 2014 is Compared with the demand projection for 2010 in the last survey, this represents a 57% increase, implying a 16.3% of CAGR. The respective shares of demand originated from ICT companies, non-ict companies, government and BPO companies are 41.5%, 38.5%, 12.1% and 7.9%. The survey reported a rise in the total number of graduates supplied from training organizations from 5610 in 2010 to 6611 in This implies a 5.6 % CAGR. The survey further shows that in all sub sectors, Bachelor s degree has become the standard entry level qualification for recruitment in many job categories. s offered by training courses are highly important as they determine the quality of the workforce. According to analysis of skills in demand, system analysis and programming are the top priority skills demanded by employers. Interestingly, this is followed by creative thinking skills and team working which are two soft skills. This shows high value placed by employers on soft skills even above certain core skills. Analysis of skills taught by training courses at different levels suggests that closely similar profiles of essential skills are taught in all types of courses whereas some variation could be identified in the case of complementary skills taught in different courses. Demand and supply projections for 2014 indicate a situation of short supply of graduates. The magnitude of the gap is 458. This can be considered more of a result due to boost in the demand for workforce than due to any factor affecting the growth in supply. A mismatch of skills in demand and supply can be identified in all three categories of skills; core, soft and technical skills. Mismatch implies the existence of less-supplied skills in demand and less-demanded skills in supply. Particularly, high un-met demand from employers for soft skills in job seekers and existing employees deserve special attention. Private sector companies in ICT, non-ict and BPO sub sectors offer better salaries than government organization nearly in all job categories. As far as private sector companies are concerned, comparatively better salaries are offered by ICT companies for all job categories. Private sector companies also offer more contrasting salary hikes for employees with high experience that is more pronounced in the case of demanding job categories. The most demanding job categories, as indicated by higher level of remuneration, vary among different sub sectors. FINAL SURVEY REPORT i

3 NATIONAL ICT WORKFORCE SURVEY ACKNOWLEDGEMENTS Several IT, non-it, BPO and government organizations, IT training institutes and individuals contributed, in numerous ways, in conducting this fourth successive National ICT Workforce Survey. We gratefully acknowledge all of them for their valuable contributions, commitment and kind co-operation. In particular we are grateful to Mr. Lalith Weeratunga, Secretary to His Excellency the President, for his proficient guidance; and encouraging the respondents to furnish timely and accurate information for the survey. We express our sincere gratitude to Mr. Reshan Dewapura - Chief Executive Officer, ICTA, and Mr. Jayantha Fernando, Program Director/Legal Advisor for offering the opportunity for undertaking this study and providing overall leadership. Mr. Fayaz Hudah Programme Head, ICTA and Mr. Sachindra Samararatne Project Development Executive & Business Analyst, ICTA are acknowledged for their valuable insights regarding the ICT sector. A special note of thanks is due to Mr. Jagath Seneviratne - Programme Head (Monitoring & Evaluation), ICTA for his unstinted professional support, expert guidance and kind cooperation, throughout the study. Under his close supervision, Monitoring & Evaluation team facilitated all activities of the survey. Workforce Survey Consultant Team MG Consultants (Pvt.) Ltd. 27 th November 2013 FINAL SURVEY REPORT ii

4 NATIONAL ICT WORKFORCE SURVEY TABLE OF CONTENTS EXECUTIVE SUMMARY... i ACKNOWLEDGEMENTS... ii TABLE OF CONTENTS... iii LIST OF ACRONYMS... v LIST OF FIGURES... vi LIST OF TABLES... vii 1. INTRODUCTION Aim and Objectives Definitions of Terminology Overview of the Methodology Organization of the Report AN OVERVIEW OF THE ICT SECTOR AND THE ICT WORKFORCE IN SRI LANKA Key Players in the ICT Sector Suppliers of ICT Products (ICT Companies) ICT Users IT enabled Services (ITeS; BPO Companies) ICT Training Organizations Trends Highlighted by the Previous ICT Workforce Surveys: ICT WORKFORCE: GROWTH AND THE PROFILE Overall Growth of the ICT Workforce Growth in the Workforce by Sub-Sectors ICT Workforce by Job Categories Non-ICT Workforce in BPOs Profile of ICT Workforce: Gender, Qualifications and Experience Gender Composition of Workforce Qualifications Profile of Workforce Experience of Workforce Attrition of the Workforce DEMAND FOR THE ICT WORKFORCE Demand for Number of Graduates Demand for s Demand for Workforce by Qualifications: Entry Level Qualifications SUPPLY OF THE ICT WORKFORCE Overall Supply of the ICT Graduates Supply of the ICT Workforce by Levels of Qualification Supply of Major s Strength and Quality of Training Staff Qualifications of Staff FINAL SURVEY REPORT iii

5 NATIONAL ICT WORKFORCE SURVEY Experience of staff Staff Engagement: full-time and part-time DEMAND-SUPPLY GAP IN THE ICT WORKFORCE Gap between Demand and Supply for Graduates Gap between Demand and Supply of s REMUNERATION FOR THE ICT WORKFORCE Remuneration by sub sectors Remuneration by Job Categories and Experience CONCLUSIONS A. APPENDIX 1 SURVEY METHODOLOGY A.1. Sample Frame Development and Sample Selection A.2. Design of the Questionnaires A.3 Data Collection, Field Monitoring and Quality Assurance A.4. Data Processing and Analysis A.5. Limitations of the Survey A.6. Recommendations for Future Improvements B. APPENDIX 2 SURVEY QUESTIONNAIRE B.1. Questionnaire 1: IT suppliers and private and public sector ICT users B.2. Questionnaire 2: IT Training organizations B.3. Questionnaire 3: ITeS (BPO) firms C. APPENDIX 3 - JOB CATEGORIZATION D. APPENDIX 4 SKILLS LISTING FINAL SURVEY REPORT iv

6 NATIONAL ICT WORKFORCE SURVEY LIST OF ACRONYMS ACTOS BOI BPO CAGR CEO FAO GLSI ICT ICTA ITeS KPO LGN LPO MIS NA NOA PhD PG SLICTA SLASI SLASSCOM SLT ToT TVEC UK US USAID Association of Computer Training Organization in Sri Lanka Board of Investment Business Process Outsourcing Compound Annual Growth Rate Chief Executive Officer Finance and Accounting Outsourcing Global Service Location Index Information and Communication Technology Information and Communication Technology Agency of Sri Lanka IT-enabled services Knowledge Process Outsourcing Lanka Government Network Legal Process Outsourcing Management Information System Not Applicable National Outsourcing Agency Doctor of Philosophy Postgraduate Sri Lanka Information and Communication Technology Association Sri Lanka Association of Software Industry Sri Lanka Association of Software and Service Companies Sri Lanka Telecom Train the Trainers Tertiary and Vocational Education Commission United Kingdom United States United States Agency for International Development FINAL SURVEY REPORT v

7 NATIONAL ICT WORKFORCE SURVEY LIST OF FIGURES Figure 3.1: Growth of ICT Workforce Figure 3.2: Growth of ICT Workforce by sub sectors Figure 3.3: Profile of ICT workforce by job categories Figure 3.4: Shares of job categories in sub sectors Figure 3.5: Growth of non-ict workforce of BPOs Figure 3.6: Female participation in ICT workforce Figure 3.7: Profile of qualifications of ICT workforce Figure 3.8: Qualifications of ICT workforce by sub sector Figure 3.9: Experience profile of ICT workforce Figure 3.10: Experience of ICT workforce by sub sectors Figure 4.1: Demand for graduates Figure 5.1: Supply of graduates Figure 5.2: Supply of graduates by level of qualifications Figure 5.3: Qualifications of training staff Figure 5.4: Experience of training staff Figure 5.5: Fulltime and part-time engagement of training staff Figure 6.1: Demand and supply gap of graduates FINAL SURVEY REPORT vi

8 NATIONAL ICT WORKFORCE SURVEY LIST OF TABLES Table 2.1: Information Profile of ICT Companies in the Sample... 5 Table 2.2: Global recognition of Sri Lanka s BPO industry... 7 Table 2.3: Information Profile of BPO Companies in the Sample... 7 Table 4.1: s in demand Table 4.2: Entry level qualifications for different job categories Table 5.1: Essential and complementary skills taught in different courses Table 6.1: Gaps in demand for and supply of skills Table 7.1: Compensation for ICT workforce in the government Table 7.2: Compensation for ICT workforce in ICT companies Table 7.3: Compensation for ICT workforce in non-ict private companies Table 7.4: Compensation for non-ict workforce in BPO companies Table A1: Information Sources for Developing the Sample Frame Table A2: Sample size Table A3: Questionnaires for Different Organization Categories FINAL SURVEY REPORT vii

9 NATIONAL ICT WORKFORCE SURVEY INTRODUCTION Since the first report appeared in 2004, the ICT Workforce Survey has firmly established its position as a vital source of information to all stakeholders in the ICT industry. It furnishes various stakeholders of the ICT industry with essential decision making information. It s readership include suppliers and users of IT products and services, students and trainers, policy makers, development analysts and investors on ICT ventures in Sri Lanka. It is published by the Information and Communication Technology Agency (ICTA) that implements e-sri Lanka, the national ICT development initiative of Sri Lanka. The e-sri Lanka aims to foster social integration, peace and economic growth of the nation through innovative application of information and communication technology. The anticipated development outcomes of e-sri Lanka include: effective, citizen-centered, transparent government; empowerment of the rural poor, women and youth through increased and affordable access to information and communication tools; development of leadership and skills in ICT; employment creation through ICT industry and IT-enabled services (ITeS); and, enhancing competitiveness of user industries and services. To fulfil its mandate, ICTA implements following programmes under the e-sri Lanka initiative Re-engineering Government - This programme focuses on 3 main areas: i) Lanka Government Network (LGN), ii) Lanka Gate and iii) E-Services which will scale up, rollout and improve access to government e- services resulting in efficiency improvements in service delivery to citizens throughout the country Common Enabling Environment and Integrated Communication - The aim of this component is to enhance and develop necessary laws and policy to enable improved usage of ICT in all sectors of the economy. It also implements strategic communication activities to communicate benefits of ICT to the citizens, effectively. Telecenters & e-society - This component aims to empower civil society through providing increased and affordable access to ICT and promoting relevant digital content and innovative ICT applications. In addition, telecenters will also be used to rolling out of e-government services and high impact services/applications in collaboration with the private sector. Improving IT/ITES sector competitiveness -This component aims to promote local ICT products and services to the global market and promote Sri Lanka as an attractive location for global investment. The key activities under this component will include (i) development of skills certification program for IT/ITES; (ii) provision of industry statistics and information on industry needs; (iii) Train the Trainer (ToT) Program in selected certifications; and (iv) marketing and promotion of the industry. The ICT Workforce Survey plays a pivotal role in planning and designing of all activities relating to the above programmes of e-sri Lanka. Until the first national ICT workforce survey was carried out, the quantity and quality of information about the ICT workforce in Sri Lanka has been limited and fragmented. Sri Lanka ICT Association (SLICTA) initiated ICT Workforce Survey in 2004, with the cooperation of USAID. In 2006, the second survey was implemented by SLICTA with the financial support of USAID and technical/financial support of ICTA. The survey was conducted in 2009 for the third time enabling comparisons with the previous surveys. As a source of longitudinal information, it helps to identify the nature of changes undergone by the ICT workforce over time. ICT Workforce survey 2013 is a continuation of this worthy initiative aimed at fulfilling essential information needs of the ICT sector in Sri Lanka. The general scope of the survey covers the growth of the ICT workforce over time, its composition by major job categories, overall demand for and supply of the ICT workforce, jobs in demand, FINAL SURVEY REPORT 1

10 NATIONAL ICT WORKFORCE SURVEY technical and soft skills required to perform different job categories and the state of the supply pipeline of IT professionals. It has been realized that the demand for survey information is high among: Universities and other IT training institutions to improve their curricula and courses by aligning them in line with the market requirements, Students to make better course selections that will lead to employment in the Industry, Potential investors to gain an idea about the availability of IT workforce that will make their investment decisions profitable and, Policy makers and donors to evaluate impacts of their development projects/programmes. The government aims to reach new heights in ICT industry in Sri Lanka, focusing on innovation, transformation, entrepreneurship and inclusion. It is expected that demand for and value of information from the ICT Workforce survey 2013 would increase further with the implementation of new initiatives towards this direction. 1.1 Aim and Objectives The key objectives of the survey are: Bridging the information gap between demand and supply of ICT workforce by enhancing access to necessary information by all relevant stakeholders Gaining a better understanding of the strength and the composition of IT workforce in Sri Lanka Assessing the demand from the industry against the flow of supply of skilled personnel The survey intends to produce essential information for stakeholders concerned with ICT industry such as growth of employment opportunities, a profile of ICT workforce, demand and supply predictions for the coming year, types of skills needed to obtain IT jobs and, compensation to different job categories. 1.2 Definitions of Terminology Following definitions and terminology are used in this report to present the survey findings. They are consistent with definitions used by previous rounds of ICT Workforce Surveys. ICT worker: A person involved in producing ICT related output as his/her primary job function BPO worker: A person employed in a IT-enabled services (ITeS) organization whose main job function involve carrying out tasks outsourced by other clients using IT services IT job categories: These include fourteen categories that classify diverse range of IT job titles grouped according to key technical functions. It is a technical classification of job categories without considering the order of seniority or experience. ICT job skills: These include a list of fifty three skills classified under core (20), soft (7) and technical (26) skills. These are the skills demanded by employers and offered by training organizations in their training courses. ICT companies: The sub sector comprised of business entities that offer hardware, software and a variety of other products such as networking solutions and consultancy services. Non-ICT companies: These include business entities that use ICT for supplying non-ict goods and services to their customers/clients. They maintain own ICT staffs creating job opportunities for ICT workforce. Government organizations: These include public sector organizations with in-house ICT staffs to offer services to their clients. FINAL SURVEY REPORT 2

11 NATIONAL ICT WORKFORCE SURVEY BPO companies: Business entities that offer IT enabled services (ITeS). They are widely known as business process outsourcing (BPO) companies that involve undertaking specific business operations contracted by large companies to a third-party service provider. Training organizations: This include government and private training institutes that offer courses to students who wish to enter careers in ICT sector. 1.3 Overview of the Methodology ICT Workforce Survey is a sample survey that provides estimates about ICT workforce in Sri Lanka. Target population of the survey was employers of ICT workforce. In addition to estimates about the workforce, it presents a profile of overall ICT workforce and major subsectors of it based on the analysis of sample data. It has used statistical procedures of random sampling to capture the diversity of players in the ICT industry. It is based on a sampling frame that has been progressively improved and updated in the every round of survey, gathering information from a variety of stakeholders of the industry. In addition, information from sources such as business directories and web resources published by various organizations also were used to update the sampling frame. Given the variations found in ICT workforce, separate questionnaires have been developed to capture data from employers in different sub sectors. Data collection was done by interviewing heads of ICT divisions or human resource managers of respective organizations by the enumerators of the survey team. To ensure the accuracy and reliability of data, a strict quality checking procedure has been maintained throughout the process of data collection and processing. ICT Workforce Survey is a periodic survey. Therefore, it offers a longitudinal information base that captures changes taken place in the workforce over time. To ensure the longitudinal validity of data, consistency of questionnaires were maintained across different rounds of survey even though some modifications have been made to capture the emerging changes in the ICT workforce. The details of the survey methodology are presented in the Appendix 2 of the report. 1.4 Organization of the Report The report begins with an overview of the ICT sector and the workforce. It is followed by a chapter that presents survey findings about size and growth of the workforce. A profile of workforce covering occupation in different job categories, gender composition, qualifications and experience also is provided in this section. The next two chapters present projections of demand for and supply of ICT graduates. They cover aspects concerning demand and supply for different types of skills also. The subsequent chapter analyses the gaps in demand and supply. This includes an analysis of mismatch in supply of skills relative to demand for them. In the penultimate chapter, survey findings on remuneration of the workforce are presented. An overall conclusion of the findings of the survey is presented in the final chapter of the report. FINAL SURVEY REPORT 3

12 NATIONAL ICT WORKFORCE SURVEY AN OVERVIEW OF THE ICT SECTOR AND THE ICT WORKFORCE IN SRI LANKA ICT sector has become a key driver of economic growth, generating a diverse range of benefits to the people of the country. ICT creates job opportunities for youth and women. It enhances universal access to information thereby fostering social inclusion and justice. It also helps the economy by increasing the efficiency of markets, connecting communities to global value chains, raising the productivity of economic activities and stimulating innovation. Realizing the potential of ICT sector to contribute the goals of sustainable development; Mahinda Chintana the foremost national policy statement and planning document of Sri Lanka has given it a vital position in the country s development agenda. Mahinda Chintana envisions a strategy of five key economic hubs to capitalize on the strategic geo-political location of the country, namely: naval hub, aviation hub, commercial hub, knowledge hub, and power and energy hub. The ICT sector necessarily has to play the central role in converting Sri Lanka into a knowledge hub. The role it has to play in achieving the hub status in other areas of interest also cannot be overemphasized. Overall, expectations that are placed upon the ICT sector for the future development of the nation are quite high. 2.1 Key Players in the ICT Sector The ICT sector in Sri Lanka comprises a diverse range of actors that offer variety of products and services. They can broadly be categorised into: Suppliers of ICT products and services (ICT companies) Suppliers of IT-enabled services (ITeS; BPO companies) ICT training organizations The first two categories are sometimes known as IT-BPO sector by industry analysts. However, ICT plays a large role in production and delivery of numerous other goods and services also. A large number of non-ict companies and public sector organizations use IT facilities for offering goods and services to their customers/clients and they can be considered as users of ICT products and services. Users of ICT products and services Private sector organizations (Non-ICT companies) Government organizations Both types of players suppliers as well as users of ICT products provide job opportunities for ICT workforce in Sri Lanka. Together, they offer a wide range of employment opportunities for skilled workforce trained on ICT thereby jointly constituting the sample frame for the ICT Workforce Survey. According to the findings of previous ICT Workforce Surveys, number of employees recruited by ICT, BPO and Non-ICT companies and government organizations in IT jobs has increased steadily from 15,000 in 2003 to 50,000 in This indicates the tremendous capacity of the ICT sector for creation of jobs for Sri Lankans. The mandate of e-sri Lanka initiative covers addressing the needs of suppliers as well as users of ICT together with workforce employed by them. One of the key objectives of the programme is increasing employment opportunities and enhancing competitiveness of ICT industry through human resource development an capacity building interventions. A brief overview of major players of the ICT sector is useful here to understand the structure and composition of the industry Suppliers of ICT Products (ICT Companies) ICT suppliers are comprised of business entities that offer a variety of hardware, software and networking solutions and other supportive services. The total number of business entities involved in this category is not known exactly and according to some estimates it could be high as over one thousand. However, a considerable FINAL SURVEY REPORT 4

13 NATIONAL ICT WORKFORCE SURVEY number of small business entities are not registered with the government, industry related bodies or business directories. Therefore, information about such players is scarce and can be considered as a kind of informal sub sector within the industry. The number of formal business entities that are registered with industry related bodies, government or business directories under specialized categories is much lower. Progressively updated sampling frame of ICT Workforce Surveys lists over three hundred such companies. They offer a diverse range of ICT products that cater needs of customers in Sri Lanka and abroad. Their clientele include large scale users of ICT products such as major companies, public sector organizations and educational institutes while some companies cater to retail market of hardware and software products also. An information profile on ICT companies developed out of data collected in ICTA Workforce Survey 2013 is given in Table 2.1. Table 2.1: Information Profile of ICT Companies in the Sample Major business operations Software product development (75.8%) IT consulting services (59.7%) Software manufacturing (45.4%) Software reselling (24.2%) Hardware reselling (22.6%) Market Local + Export (50%) Local only (35%) Export only (15%) Major exporting countries USA, UK, Australia, Canada, Malaysia Location All companies - head office located in the Western Province Few companies with offices in other provinces (Central and Southern Provinces are the main areas) No reliable statistics on market value of products offered by ICT companies are available. One indicator of the performance of ICT suppliers is the growth of ICT workforce employed by business entities coming under this category. According to previous ICT Workforce Surveys, the workforce in ICT companies had grown from around 7,500 in 2003 to 22,000 in 2010, recording an impressive compound annual growth rate (CAGR) of 17% ICT Users ICT users in Sri Lanka include a large number of private sector companies and public organizations. Growth recorded in all sectors of the economy agriculture, industry and services has led to increase the number of business entities, their operational scale and customer/client bases of these organizations. Use of ICT has become widespread in all stages of production, delivery and marketing of outputs. As a result, usage of ICT products in the economy has grown over time. Many user organizations maintain an in-house ICT staff in addition to services obtained from specialized of ICT companies Private Sector Users (Non-ICT companies) A large number of companies in all major sectors in the economy use ICT facilities to supply goods and services to their customers. As a result, many user companies need the support of dedicated ICT staffs to maintain their inhouse facilities thereby offering numerous job opportunities to skilled ICT workforce in the country. In addition, FINAL SURVEY REPORT 5

14 NATIONAL ICT WORKFORCE SURVEY they regularly obtain services of ICT companies to establish new facilities or upgrade the existing ones, offering business opportunities for IT-BPO companies also. The ICT Workforce Survey has continuously covered a cross section of companies from major business sectors that have been identified as major users of ICT. This cross section includes companies in eight sub sectors of the economy, namely: apparels, finance-insurance-banking, agriculture, manufacturing, shipping and freight forwarding, hotel services and tour operators, construction and architecture, and wholesale and retail trade. Three previous ICT Workforce Surveys reported that ICT workforce in these companies has grown from 6,500 in 2003 to 23,000 in 2010 indicating a rapid increase in use of ICT in business operations by an ever increasing number of companies Government Organizations Public sector organizations represent another important category of ICT users. They include organizations coming under the central government and provincial councils. The central government organizations include several line ministries and line agencies that are dedicated to different subjects. Line agencies include a number of departments and statutory bodies. There are number of public enterprises also. In addition, the central government has a network of regional administration bodies comprised of 25 district secretariats and 327 divisional secretariats. Besides the central government organizations are nine provincial councils, provincial ministries and line agencies coming under them. Hence the public sector organizations together constitute a major category of ICT users. Nearly all government organizations use ICT facilities for their in-house operations at varied degrees of sophistication. A number of government organizations also offer services to citizens and business using ICT facilities at different levels including online services. The number of organizations that offer e-services is gradually increasing as e-governance programme of e-sri Lanka initiative is facilitating this process. This programme has taken steps to establish crucial infrastructure systems such as the Lanka Government Network, the Lanka Gate and the Lanka Government Cloud which is aimed at connecting all government institutions in one cohesive and dedicated network thereby enhancing the capacity of the government organizations to offer e-services. As these developments increase the usage of ICT facilities in government organizations, they become an important source of job opportunities for skilled ICT workforce in the country. Taking this fact in to consideration, the government has taken steps to strengthen the ICT cadre in public sector. One important step is establishing the Sri Lanka IT Service a parallel public service in line with other services such as Sri Lanka Administration Service or Sri Lanka Scientific Service in Employees who undertook IT related job functions in ministries and departments have been absorbed into this service based on their qualifications and experience. The ICT Workforce Survey has covered public sector ICT employees from the first survey in According to that the size of the ICT workforce in government organizations has increased from 1,500 in 2003 to 3,000 in IT enabled Services (ITeS; BPO Companies) IT enabled services (ITeS), widely known as business process outsourcing (BPO) companies, involves the contracting of specific business operations in supply chains of large companies to a third-party service provider. Such outsourced operations include back office operations such as human resource management, finance and accounting as well as customer-related front office operations such as call centres. A variety of business opportunities have emerged in BPO sub sector that include finance and accounting outsourcing (FAO), legal process outsourcing (LPO) and knowledge process outsourcing (KPO). They involve both offshore as well on-shore outsourcing. Whenever companies supply their services to overseas clients they earn foreign exchange for the country. BPO companies offer job opportunities to both ICT and non-ict workforce. FINAL SURVEY REPORT 6

15 NATIONAL ICT WORKFORCE SURVEY BPO sub sector has emerged as an important source of foreign exchange to the country during the last few years. According to the Central Bank Report 2012, Sri Lanka has earned over 600 million US$ from supply of IT and BPO services to overseas clients that recorded an impressive growth of 22.9 %. Sri Lanka has emerged as a leading outsourcing destination in the world during the recent years and AT Kearny s report on country s BPO industry has identified Sri Lanka as the hidden gem in the global IT,BPO and KPO industry. Recognition of Sri Lanka s position as an outsourcing destination was marked by rankings and awards related to the global BPO industry (Table 2.2). Many established global companies, including some Fortune 500 companies, have initiated outsourcing operations in Sri Lanka. Industry analysts have assessed Sri Lanka s strengths and identified quality workforce as an important factor that enhances Sri Lanka s position as an outsourcing destination. For instance, Sri Lanka has the highest number of accountants qualified in British accounting system outside the Britain that hugely raises Sri Lanka s potential as a financial and accounting outsourcing destination (FAO). Table 2.2: Global recognition of Sri Lanka s BPO industry Type of Recognition (Award/Ranking) Organization Sri Lanka s Position Global Services Location Index (GSLI) A T Kearny Sri Lanka ranked in 21 st place 2011 Gartner ranking of top 30 countries for Gartner Inc. Sri Lanka raked among top 30 offshore services: Top 100 outsourcing destinations Tholons Colombo ranked in the 20 th place Outsourcing Destination of the Year Award National Outsourcing Agency (NOA), UK Sri Lanka awarded the prestigious Outsourcing Destination of the Year for 2013 BPO sub sector was not covered in the first two rounds of ICT Workforce Survey. However, considering its high growth potential, ICT Workforce Survey in 2010 surveyed both ICT and non-ict workforces in BPO companies for the first time. According to that, BPO companies in Sri Lanka have employed 2,200 in ICT jobs and 13,700 in non- ICT jobs in Table 2.3 provides an information profile developed from data collected in the ICTA Workforce Survey. Table 2.3: Information Profile of BPO Companies in the Sample Major services offered Accounting (44.4%) Call centre (38.9%) Transactions (33.3%) Document management (27.8%) Data research (27.8%) Market Onshore + Offshore (55.6%) Onshore only (33.3%) Offshore only (11.1%) Types of business operations Captive + Non-captive (55.6%) Captive only (33.3%) Non-captive only (11.1%) FINAL SURVEY REPORT 7

16 NATIONAL ICT WORKFORCE SURVEY ICT Training Organizations ICT sector is essentially a knowledge-based industry and technical knowledge and other complementary skills are essential preconditions for employability and career success in ICT jobs. Hence, ICT training organizations are an important stakeholder in the industry, primarily as the supply source of ICT skills. In addition, they offer job opportunities for skilled persons with advanced academic qualifications on ICT as trainers and researchers. ICT training institutes in Sri Lanka can be categorized into four major types of organizations: Government universities Private degree awarding institutes Government vocational and tertiary training institutes Private non-degree awarding training institutes Government universities are the largest source of supply of ICT graduates and post graduate scholars so far. A desk study based on university websites informed that 26 faculties in 15 universities offer 45 degree courses related to computer science and information technology. These programmes are supported by resources available in 29 departments and schools having staffs with expertise on ICT. In addition, some faculties and graduate schools offer post-graduate diplomas and masters courses. Few universities also offer diploma and certificate courses below the level of degree courses. The sampling frame also included 27 private degree awarding institutes. They offer large number of diploma and higher diploma courses that lead up to degree courses in the same institutes or others. These courses can be completed in Sri Lanka or in affiliated institutes abroad. Besides there is a wide network of government vocational and tertiary education institutes that offer courses leading to IT diplomas and certificates. The ICT Workforce Survey has covered the supply of ICT graduates in three previous surveys and figures indicate that supply of graduates into the workforce has doubled from 2,200 to 4,400 during the period of Trends Highlighted by the Previous ICT Workforce Surveys: Previous ICT Workforce Surveys conducted in 2004, 2006 and 2009 recorded a steady growth in the overall workforce and in all sub categories of it. Beginning from 2003, the overall workforce has more than trebled in 2010 (from 15,000 to 50,000). This implies a compound annual growth rate (CAGR) of 18%. During the period from growth rate remained around 25% which slowed down to 12.5% during the period from During this period also, however, ICT workforce in BPO companies had grown at the rate of 17%. As far as the composition of workforce is concerned, programming/software engineering has been the dominant job category employing about one fourth of the total workforce. Its position remained stable during the last two surveys while relative positions of other job categories changed over time. Among others, technical support has emerged as an important job category. Position of job categories varied among types of employers (sub sectors) also. First two surveys conducted in 2004 and 2006 reported negative balances in supply and demand, indicating a scarcity of skilled workforce. However, according to 2009 survey, situation seems to have improved, having overall supply of graduates exceeded the overall demand for them. Consecutive surveys have reported that share of graduates in the total workforce have increased progressively from 2003 to 2009 indicating a gradual rise in the depth of knowledge of country s ICT workforce. While some improvements in numbers of supply have been achieved, employers appear to be concerned about the quality of the workforce in terms of skills in demand. Many respondents have identified the necessity of improving the complementary soft skills of ICT workers along with core knowledge and technical skills. Among others, soft skills such as communications skills, team working and creative thinking abilities were emphasized by the employers. Attrition rates reported by three workforce surveys have fluctuated significantly, rising from 6.6% in 2004 to 13% in 2006 and subsequently coming down to 7% in FINAL SURVEY REPORT 8

17 NATIONAL ICT WORKFORCE SURVEY Information about the situation of compensation to ICT workforce provided by the previous surveys has been limited. One reason was low response rates for questions asking salaries in the questionnaires. It provides only a very general picture about the compensation to ICT workforce. Overall, it appears that salaries to ICT workers are relatively better compared with other sectors in the economy. However, this cannot be generalized to ICT workforce in the public sector. Respondents have identified that a good compensation plan as the best possible strategy to retain the existing workforce. FINAL SURVEY REPORT 9

18 Total Workforce NATIONAL ICT WORKFORCE SURVEY ICT WORKFORCE: GROWTH AND THE PROFILE Post-conflict improvements in the domestic conditions and gradual recovery of global economic situation generated high expectations that influenced the ICT sector positively. As a result, growth of ICT workforce has taken an upward swing starting from 2009, raising it to an elevated trajectory. This has been anticipated by demand projections for 2010 of the previous ICT Workforce Survey also. It needs a close examination of growth trends reported by the workforce as a whole and by separate sub sectors to get a clear idea about this. 3.1 Overall Growth of the ICT Workforce Figure 3.1: Growth of ICT Workforce Figure 3.1 shows the overall growth of ICT work force. The period covered by the current survey is shown in light coloured background. Figures indicate that during the three years since the last projection in 2010, the overall workforce has grown from 50,159 to 75,107 in 2013 a rise of 50% in the total work force at 14.4% CAGR. According to that, the period from can be seen as a take-off period that elevated the trend continued from into a higher trajectory of growth. Workforce figure of 82,854 for 2014 is a projection based on number of employees required for the coming year. It suggests that the momentum of growth is likely to continue in the future also. A better idea about the path of overall change can be gained by analysing the situation in individual sub sectors separately. FINAL SURVEY REPORT 10

19 Workforce NATIONAL ICT WORKFORCE SURVEY Growth in the Workforce by Sub-Sectors ICT Non-ICT Govt BPO Figure 3.2: Growth of ICT Workforce by sub sectors Respective shares of total workforce in four subsectors in 2013 are 40.8% in ICT companies, 47.1% in non-ict private sector users, 7.8% in government organizations and 4.2% in BPO companies. According to Figure 3.2, overall growth in the workforce is spearheaded by the growth in workforce employed by private sector ICT users. Looking back from 2003 onwards, a stable growth in workforce can be observed in non-ict private sector users. It slowed down for a while from , apparently due to unfavourable local and external conditions, but pulled off since 2010 onwards back to the natural path of acceleration an encouraging sign from the perspective of overall progress of the economy. On the other hand, growth of workforce of ICT suppliers seems to pursuing a somewhat irregular path with fluctuations indicating a higher level of sensitivity to domestic and external shocks. This can be explained by the fact that workforce in ICT companies is concentrated in a single industry whereas the workforce in non-ict private sector users is scattered over a diverse range of industries. Hence, growth in non- ICT companies is more resilient since losses in one sector offset by gains in another unless for a global economic downturn that affects all. Comparatively, being concentrated in a single industry, workforce of ICT suppliers is more susceptible to domestic and external shocks. It may result in high attrition, low recruitment and even layoffs when faced with perceived signs of shocks. Such a slowdown in growth can be observed during that could be explained given the domestic and external conditions prevailed in that period. Since then, the growth of workforce in ICT companies shows a take-off in the period and continuation thereafter at a high rate of acceleration. Apart from two large employers of workforce ICT companies and non-ict private sector users growth trends in workforces in government organizations and BPOs have also been stable from Growth in government can be credited to favourable climate created to government policy, especially the initiatives taken by e-sri Lanka to transform the system into e-governance. Some organizations have begun to offer e-services to clients and use of ICT in internal operations has also increased. As a result demand for ICT workforce has increased. Government organizations have responded using three strategies: recruitment of new cadre in places where major FINAL SURVEY REPORT 11

20 NATIONAL ICT WORKFORCE SURVEY improvements has come; streamlining the ICT cadre in ministries and department by establishing the Sri Lanka IT Service; and, internal allocation of graduate assistants into ICT related tasks. There has been a large periodic recruitment of graduates into the government in past several years. Even though many of them are still in Graduate Assistant ranks, some of them have internally been allocated to ICT related tasks. 3.3 ICT Workforce by Job Categories Management information system/it management 5% Web development 3% Solutions and technical architect 1% IT research and development 1% Other 10% Database administration and development 10% Digital media and animation 2% Business anlysis and systems integration 7% Technical writing 1% Technical support 12% Systems and network administration 12% Programming/software engineering 21% IT sales and marketing 2% Software qulaity assurance 8% Project and program management 5% Figure 3.3: Profile of ICT workforce by job categories The profile of ICT workforce has undergone changes since the last workforce survey. The programming/software engineering category still has the highest share among job categories but it has reduced from 26% in 2009 to 21% in Technical support and systems/network administration categories that were the second and third categories earlier, still hold the same positions with equal shares of 12% each again with a decline from their shares in Database administration and development and software quality assurance are the next largest categories. IT research and development, solutions and technical architect, technical writing and digital media and animation are the job categories with the least shares in the workforce. However, this overall composition changes significantly in sub sectors. FINAL SURVEY REPORT 12

21 NATIONAL ICT WORKFORCE SURVEY Other IT research and development Solutions and technical architect Management information system/it management Web development Technical writing Technical support IT sales and marketing Software qulaity assurance Project and program management Programming/software engineering Systems and network administration Business anlysis and systems integration Digital media and animation Database administration and development ICT Non-ICT Govt. Figure 3.4: Shares of job categories in sub sectors Figure 3.5 shows that the share of programming/software engineering category is as high as 36.7% followed by software quality assurance (16%) category, jointly occupying more than half of the workforce in ICT companies. These figures correspond with the fact that 75% of ICT companies in the sample have reported software product development as one of their business operations. In the case of ICT users, shares of workforce occupied in the programming/software engineering category were 10% and 11% for non-ict private sector companies and government organizations, respectively. The most important job categories for ICT users were data base administration and development, systems and network administration and technical support. Tasks undertaken by 21% of ICT workers in government could not be matched with any of the 14 categories and therefore listed under other category. Some respondents in the government organizations have suggested the necessity of identifying a different list of job categories for public sector ICT employees. 3.4 Non-ICT Workforce in BPOs BPO companies have both ICT and non-ict professionals in their workforce. Since the last survey in 2009, ICT Workforce Survey collects information about both categories of workforce in BPO companies. Figure 3.2 presents the growth pattern of non-ict workforce in BPO companies from As in the case of ICT workforce, the last figure is a projection based on workforce requirements identified by respondents for the coming year (2014). FINAL SURVEY REPORT 13

22 NATIONAL ICT WORKFORCE SURVEY According to the figure, marked decline in the rate of growth of non-ict employees can be observed from This seems to be culmination of a trend observed from 2006 onwards. Since 2010, growth has been maintained at the same rate until 2013 and slight upward swing is indicated according to the demand projections towards Taking together with the clear upward trend observed in ICT workforce in BPO companies (Figure 3.2) and growing status of Sri Lanka as a BPO destination, this indicates that some kind of structural changes are taking place in the BPO sub sector. A plausible explanation is that Sri Lanka s BPO sector is moving away from basic level services such as data entry and call centre facilities that need bulk recruitments of non-ict operational staff to technically more sophisticated services that need more IT qualified staff and lesser numbers of qualified non-ict professionals. Figure 3.5: Growth of non-ict workforce of BPOs 3.5 Profile of ICT Workforce: Gender, Qualifications and Experience Differences can also be observed in the profile of ICT workforce in four sub sectors in gender composition, qualifications and experience. These variations give some idea about the specific circumstances faced by workforce in respective sub sectors. Moreover, examining them with reference to past survey findings help to understand nature of transformation taking place in the ICT workforce as a whole and in respective sub sectors Gender Composition of Workforce As far as the gender composition of the workforce is concerned, female participation has improved from 21% (as reported in earlier surveys) to 29.7% in However, this is not directly comparable as the first two surveys did not include BPO workforce and 2009 survey counted only the ICT workforce of BPO companies to assess the gender composition. The gender composition without BPO companies drops down to 25.6%, still a significant improvement. As in the case of previous surveys, the lowest share of female workforce was recorded from non- ICT private user companies. Female participation in the government usually remained over 35% and it reached closer to 40% in BPO companies had very high ratio of female workers, coming closer to the number of male workers. This reveals that the BPO companies have significantly contributed to improve the gender balance in ICT workforce. FINAL SURVEY REPORT 14

23 NATIONAL ICT WORKFORCE SURVEY Total BPO-Other BPO-IT Govt Female Male Non-ICT ICT Figure 3.6: Female participation in ICT workforce Qualifications Profile of Workforce PG Diploma 4% Masters 10% Ph D 0% Degree 49% Others 3% Diploma 20% Higher Diploma 14% Figure 3.7: Profile of qualifications of ICT workforce ICT Workforce Survey in 2006 reported 54% of the workforce has graduate or post graduate qualifications. In 2013 share of employees with a degree or above has increased up to 63%, indicating a significant improvement in the profile of qualifications of the ICT workforce. This implies that ICT workforce in Sri Lanka is a highly educated workforce. FINAL SURVEY REPORT 15

24 NATIONAL ICT WORKFORCE SURVEY BPO Govt. Non-ICT ICT Others Ph D Masters PG Diploma Degree Higher Diploma Diploma Figure 3.8: Qualifications of ICT workforce by sub sector According to Figure 3.9, the qualification profile varies across sub sectors. The share of graduates is highest in the ICT companies (70%) whereas it still remains around 30-35% in other sub sectors. This implies that the standard qualification to join an ICT company has now become a bachelor s or first degree. A notable point however is the limited number of employees with post graduate qualifications. In the case of non-ict private sector users, employees with diplomas and higher diplomas still occupy a significant share (47%). Similar situation can be observed in BPO companies too. However, in the government sector, situation is somewhat mixed. While a higher share of employees with post graduate qualifications have been reported, it is not clear whether they all possess qualifications in ICT related fields Experience of Workforce Over 8 years 18% 6-8 years 15% 4-5 years 24% Less than 1 17% 1-3 years 26% Figure 3.9: Experience profile of ICT workforce FINAL SURVEY REPORT 16

25 NATIONAL ICT WORKFORCE SURVEY ICT workforce in Sri Lanka is relatively young, with workforce with 67% of employees having five or less number of years of experience (Figure 3.10). Only a slight maturing of the workforce can be observed since 2006 when the corresponding figure was 72%. Here again situation varies across sub sectors. Figure 3.11 shows the profile of experience by sub sectors. The least experienced workforce is reported from BPO companies with over 85% having five or less number of years of experience. This is followed by ICT companies (77%). Corresponding figures for non-ict private sector users and government organizations are 60% and 36%, respectively. This implies that BPO companies and ICT suppliers are carrying on with regular flow of new recruits compared with ICT users. Figure 3.10: Experience of ICT workforce by sub sectors Attrition of the Workforce A slight decrease in attrition has been reported in ICT (9.9% from 11% in 2009) and non-ict (1.3% from 4% in 2009) companies. In case of government organizations (2.6% from 2% in 2009) and BPO companies (18.2% from 17% in 2009) it has slightly increased. Overall rate of attrition has come down to 6% from 7% in FINAL SURVEY REPORT 17

26 Demand for graduates NATIONAL ICT WORKFORCE SURVEY DEMAND FOR THE ICT WORKFORCE As expected from positive growth trends reported in the ICT workforce, demand for graduates from all categories of employers have increased significantly. As a result, increased number of employers have expressed their willingness to recruit graduates in Demand for Number of Graduates Overall number of ICT graduates in demand a projection based on required numbers of recruits given by respondents in the sample for the year 2014 is Compared with the demand projection of the last survey for 2010, this represents a 57% increase, implying a 16.3% of CAGR. This can be considered as a significant growth in demand within a relatively short period of time ICT Non-ICT Govt. BPO Total Figure 4.1: Demand for graduates The respective shares of demand from ICT companies, non-ict companies, government and BPO companies for total number of graduates in demand are 41.5%, 38.5%, 12.1% and 7.9%. According to that the highest demand for ICT workforce is expected from ICT companies. The lowest demand is expected from the BPO sector. 4.2 Demand for s Employers are demanding not only for numbers but also for the quality. Quality of the workforce has to be measured in terms of skills possessed by employees. Accordingly, Table 4.1 presents a profile of skills in demand by four types of employers. The list of skills considered in the survey are given in the Appendix 4. FINAL SURVEY REPORT 18

27 NATIONAL ICT WORKFORCE SURVEY ICT companies Non-ICT private companies Government organizations BPO companies Table 4.1: s in demand s reported with the highest frequency Core skills Soft skills Technical skills Programming Systems Analysis Sales and marketing Systems design Customer service Systems Analysis Systems design Network design Programming Database design and administration Database design and administration Hardware engineering and maintenance Network design Systems analysis Programming Network implementation Customer service Systems/application testing Systems analysis Hardware engineering and maintenance Systems application support Internet and systems security Overall Systems analysis (1) Programming (2) Systems design (5) Network design (10) Database design and administration (11) Sales and marketing (12) Hardware engineering and maintenance (13) Customer service (14) Technical writing (17) Systems/application testing (19) Network implementation (20) Project management (22) Creative thinking skills Team working Communication and presentation skills Interpersonal skills Communication and presentation skills Proficiency in English Professional ethics Interpersonal skills Creative thinking skills Team working Creative thinking skills Team working Interpersonal s Professional ethics Proficiency in English Creative thinking skills (3) Team working (4) Communication and presentation skills (7) Interpersonal skills (8) Professional ethics (16) Proficiency in English (18).NET C# Java SQL server Router configuration SAP Java MySQL Linux Java Linux.NET.NET (6) Java (9) C# (15) SQL server (21) Router configuration (23) FINAL SURVEY REPORT 19

28 NATIONAL ICT WORKFORCE SURVEY In the Table 4.1, rows allocated for respective sub sectors present lists of skills identified by respondents as the key skills required by their organizations in the order of priority set on the basis of frequency of responses. s were classified under core, soft and technical skills categories. Up to six skills were listed under each category subject to the condition that at least a minimum of 5% respondents in respective sub sectors have identified them. According to the Table, significant variations can be observed in the core skills demanded by employers in four sub sectors. Systems analysis is the only core skill that was identified by respondents from all sub sectors among the top six skills in demand. However, its order of priority varies among employers. Programming is the priority skill demanded by ICT companies. Although non-ict companies and government organizations also identified programming among the top skills required, the priority assigned is low. ICT companies have identified sales and marketing and customer services among the top skills whereas BPO companies identified customer services as a high priority. Soft skills creative thinking and team working have been identified among top skills by three sub sectors each. As far as technical skills are concerned demand from respective sub sectors varied and Java is the only technical skill demanded by three sub sectors. The final row of the Table presents the overall demand for core, soft and technical skills. Twelve core skills, six soft skills and five technical skills were identified in the order of priority computed based on the frequencies weighted by the shares of respective sub sectors in the total work force. The estimated order of priority is given in the brackets with each listed skill. According to that system analysis and programming are the top priority skills demanded by employers. Interestingly, this is followed by creative thinking skills and team working which are two soft skills. This shows high value placed by employers on soft skills even above certain core skills such as systems design. Only four out of top ten positions are occupied by core skills whereas four soft skills and two technical skills occupy the rest. This suggests that employers demand for a mixed bundle of skills of which soft skills have an important place. 4.3 Demand for Workforce by Qualifications: Entry Level Qualifications Another indicator for demand for skills is qualifications required for entry level recruitment in different job categories. Table 4.2 presents the entry level qualifications sought by majority of employers for recruitment in different in job categories in respective sub sectors. It shows that in all sub sectors, Bachelor s degree has become the standard entry level qualification for recruitment in many job categories. In ICT companies, higher opportunities for non-graduates are available only in sales and marketing and technical support categories. In the government organizations also, technical support is the only category which has higher share of recruits with non-graduate qualifications. Comparatively, high number of job categories in non-ict companies is still available for employees with diploma or higher diploma qualifications. In case of BPO companies, opportunities are available in digital media and animation, IT sales and marketing, technical support and web development. FINAL SURVEY REPORT 20

29 NATIONAL ICT WORKFORCE SURVEY Table 4.2: Entry level qualifications for different job categories ICT Non-ICT Government BPO Database administration and Bachelors Bachelors Bachelors Bachelors development Digital media and animation Bachelors Diploma Bachelors Higher Diploma Business analysis and systems Bachelors Bachelors Bachelors Bachelors integration Systems and network Bachelors Bachelors Bachelors Bachelors administration Programming/software Bachelors Bachelors Bachelors Bachelors engineering Project and program Bachelors Bachelors Bachelors Bachelors management Software quality assurance Bachelors Bachelors NA Bachelors IT sales and marketing Diploma Diploma NA Higher Diploma Technical support Diploma Higher Dip Diploma Diploma Technical writing Bachelors Diploma Bachelors Bachelors/Higher Diploma Web development Bachelors Diploma Bachelors Higher Diploma Management information Bachelors Bachelors Bachelors Bachelors system/it management Solutions and technical Bachelors Bachelors Bachelors Bachelors architect IT research and development Bachelors Bachelors Bachelors Bachelors Compared with the situation in 2009, an overall raise in entry level qualifications can be observed in all job categories. In 2009, five job categories business analysis and systems integration, project and programme management, MIS/IT management, solutions and technical architect and IT research and development required degree level qualifications for entry in all sub sectors. In 2003, three additional job categories have been included to this category, namely; database administration and development, systems and network administration and programming/software engineering where majority employers seek for graduates. FINAL SURVEY REPORT 21

30 Total supply NATIONAL ICT WORKFORCE SURVEY SUPPLY OF THE ICT WORKFORCE Supply source of the ICT workforce is training organizations. Training organizations in Sri Lanka offer variety of courses on ICT that are leading to different levels of job qualifications. Since the first survey in 2004, the ICT Workforce Survey provided estimates of supply of graduates in the country with projections for forthcoming periods. The current Workforce Survey has estimated the supply of graduates for the period and the projection for Overall Supply of the ICT Graduates According to the last workforce survey in 2009 the total number of graduates projected for 2010 was Estimates of the current survey indicate a gradual increase in this number to 6611 in This implies a 5.6 % CAGR. This total supply figure is inclusive of number of degrees, post graduate diplomas and masters qualified trainees Figure 5.1: Supply of graduates 5.2 Supply of the ICT Workforce by Levels of Qualification Figure 5.2 shows the supply situation of graduates by respective qualification levels. According to that number of graduates supplied have increased rapidly from and a slight slowdown in growth can be observed thereafter. This indicates an overall increase in the capacity of intake of students in the period concerned both in government universities and private degree awarding institutes. This has led to quick rise in supply of graduates from 3941 in 2009 to 5390 in 2012 and maintaining the level thereafter. Supply projection suggests a slight increase output of graduates in FINAL SURVEY REPORT 22

31 Supply NATIONAL ICT WORKFORCE SURVEY Degrees Post graduate diplomas Masters Degrees Post graduate diplomas Masters Figure 5.2: Supply of graduates by level of qualifications 5.3 Supply of Major s s offered by training courses are highly important as they determine the quality of the workforce. Table 5.2 provides a profile of skills offered by training courses at different qualification levels. Listed in the table are skills identified by the highest percentage of respondents from training organizations under the categories of essential and complementary skills. Table 5.1: Essential and complementary skills taught in different courses Type of courses Top essential skills taught Top complementary skills taught Diploma courses Systems analysis Programming Hardware engineering & maintenance Database design & admin. Internet & systems security Visual Basic Team working Training Professional ethics MS Windows Advanced diploma courses Degree courses Systems analysis Programming Hardware engineering & maintenance Project management SQL Server Systems analysis Programming Systems design Database design & admin. Project management Professional ethics SQL Server Systems/applications testing Sales and marketing Visual Basic Java MySQL SQL Server PHP Visual Basic Post graduate diploma courses Masters courses Systems analysis Programming Systems design Network design Internet and systems security Systems analysis Systems design Project management Creative thinking skills Programming Customer service People and organizational change Training Systems/application support Creative thinking skills MySQL Customer service Team Working Java C# FINAL SURVEY REPORT 23

32 NATIONAL ICT WORKFORCE SURVEY According to the table, essential skills offered by all types of courses come under the category of core skills. System analysis and programming have been identified as essential skills taught in all levels of courses. Project management has also been identified as an essential skill in all courses except in post graduate diplomas. From the degree level upwards, systems design is also included as an essential skill. Overall, closely similar profiles of essential skills are taught in all types of courses and they mainly cover core skills. Some variation could be identified in the case of complementary skills taught in different courses. Except in post graduate diploma courses, they mainly cover soft and technical skills. This brings in some balance to the course profiles. However, coverage of complementary skills is dominated more by technical skills. Overall, coverage of soft skills is limited in all levels of courses. It needs to compare these skills taught in courses with skills demanded by employers. Section 6.2 presents a comparison of demand and supply of skills. 5.4 Strength and Quality of Training Staff Another important aspect that determines the quality of the workforce is qualifications and experience of teaching staff in training organizations Qualifications of Staff Figure 5.3 gives a profile of qualifications of training staffs. Fifty seven percent of the training staff positions are occupied by graduates or post graduate scholars. It indicates a slight improvement in the qualifications profile of training staffs from 54% in Significant number of (43%) diploma and higher diploma holders are also employed in the training organization staffs. Staff share of trainers with post graduate qualifications remains at the same level as of 2009 having higher share of PhDs. Adv. Diploma/Diploma 43% Ph D 8% Masters 11% Degree 38% Figure 5.3: Qualifications of training staff Experience of staff Experience profile of training staffs is as follows: Instructors - 38% Lecturers with 1-3 years experience 17.4% Lecturers with 4-7 years experience 19.4% Lecturers with over 8 years experience - 25% FINAL SURVEY REPORT 24

33 NATIONAL ICT WORKFORCE SURVEY Instructors Lecturers with 1-3 years experience Lecturers with 4-7 years experince Lecturers with over 8 years experince 0% 20% 40% 60% 80% 100% Ph D Masters Degree Adv. Diploma/Diploma Figure 5.4: Experience of training staff It indicates a reasonably balanced profile of experience in training staffs. As far as qualification of respective experience categories are concerned, diploma and higher diploma holders occupy the majority of instructor positions. In case of lecturer positions, the highest share is occupied by degree holders in all experience categories. The share of post-graduate scholars increases with the number of years of experience Staff Engagement: full-time and part-time Instructors 94 6 Lecturers with 1-3 years experience Lecturers with 4-7 years experince Lecturers with over 8 years experince % 20% 40% 60% 80% 100% Fulltime Part time Figure 5.5: Fulltime and part-time engagement of training staff A significant proportion of staff positions are covered by part-timers. Positions covered by part-time trainers are relatively high in Lecturer positions, especially with middle level experience. Compared with the situation in 2009, the share of part-time staff has increased in Lecturer positions with 1-7 years experience categories. However, respective shares of part-timers are low among Instructors and Lecturers with over 8 years experience. There are only 6% part-time staff members in Instructor positions. FINAL SURVEY REPORT 25

34 Number NATIONAL ICT WORKFORCE SURVEY DEMAND-SUPPLY GAP IN THE ICT WORKFORCE A key objective ICT Workforce Survey is to find ways to match the gap between the demand for and supply of ICT workforce, especially graduates. According to past workforce surveys, in more number of years, a negative balance has been reported indicating a shortage of ICT graduates relative to the demand for them. However, during the period a positive balance of supply was reported, apparently a result of decline in demand for workforce due to economic conditions prevailed at the time Gap between Demand and Supply for Graduates Demand and supply projections for 2014 indicate a situation of short supply of graduate workforce. The magnitude of the gap is 458. This can be considered more a result of favourable conditions that led to boost the demand for ICT workforce than due to any factor relating to growth in supply of graduates. Sri Lanka has made significant gains from exporting ICT products and the country is being recognized as an important BPO destination. As shown in the Section 4.1, the main source of demand for graduates is ICT companies. The government, in its drive towards e-governance, is also making additional demand for ICT graduates. Besides, many other sectors in the economy also are experiencing a drive towards growth that creates demand for ICT workforce. Figures given in Table 4.2 suggest that many employers are seeking for graduates at the entry level for many job categories. Overall, it looks negative balance in the demand and supply is realistic situation Total Demand for gradautes Supply - Graduates Figure 6.1: Demand and supply gap of graduates Even though it appears that output of postgraduate diplomas and master s degree holders can fill this gap, quite possibly many of the postgraduate students are already in the workforce. Discussions with industry stakeholders have informed that the latent demand for graduates could be even high due to unrealized potential, especially in the export sector for supplying ICT products and BPO services. Many seem to be convinced that shortage of good quality graduates could be a bottleneck for the future growth of the industry. Hence, increasing the capacity of training institutes to produce more number of graduates is the only long-term solution. FINAL SURVEY REPORT 26

35 NATIONAL ICT WORKFORCE SURVEY Gap between Demand and Supply of s Not only matching the numbers but matching the quality of the graduates also is highly important. Findings of the survey regarding the skills in demand and supply of them by training courses allow for making a comparative assessment about the skills gap. Necessary information for this comparison was discussed in Sections 4.1 and 5.1 with corresponding data given in Tables 4.1 and 5.1, respectively. Information from these tables is used in Table 6.1 to make a comparative assessment of skills in demand and supply. Here the matching involves overall demand for skills in Table 4.1 and skills taught in degree and postgraduate level courses (Table 5.1). According to Table 6.1, mismatch of skills in demand and supply can be identified in all three categories of skills; core, soft and technical skills. Mismatch implies the existence of less-supplied skills in demand and less-demanded skills in supply. Information given in the table, especially regarding the mismatch of skills, provides an overall guide for making necessary adjustments in training courses. In the first place, it suggests the necessity of aligning the focus of training programs to cater the demand made by employers. Secondly, it provides some hints about the areas and skills that may need to be considered in such adjustments. Particularly, high un-met demand from employers for soft skills in job seekers and existing employees deserve special attention. So are the necessary adjustments required in profile of core and technical skills taught in training courses. FINAL SURVEY REPORT 27

36 NATIONAL ICT WORKFORCE SURVEY Table 6.1: Gaps in demand for and supply of skills Types of skills Core skills s in demand s in Supply Mismatch of s Systems analysis (1) Programming (2) Systems design (5) Network design (10) Database design and administration (11) Sales and marketing (12) Hardware engineering and maintenance (13) Customer service (14) Technical writing (17) Systems/applicati on testing (19) Network implementation (20) Project management (22) Degree PG Diploma Masters Less-supplied skills in demand Systems Systems analysis Systems Sales and analysis Programming analysis marketing Programmi Systems design Systems Hardware ng Network design design engineering and Systems Internet and Project maintenance design systems security manage Technical writing Database Customer ment Systems/applicati design & service Program on testing admin. People and ming Network Project organizational Custome implementation manageme change r service nt Training Systems/applicat ion support Less-demanded skills in supply Internet and systems security People and organizational change Training Systems/applicati on support Soft skills Technical skills Creative thinking skills (3) Team working (4) Communication and presentation skills (7) Interpersonal skills (8) Professional ethics (16) Proficiency in English (18).NET (6) Java (9) C# (15) SQL server (21) Router configuration (23) Java MySQL SQL Server PHP Visual Basic Creative thinking skills Creative thinking skills Team Working MySQL Java C# Communication and presentation skills Interpersonal skills Professional ethics Proficiency in English.NET Router configuration MySQL PHP Visual Basic FINAL SURVEY REPORT 28

37 NATIONAL ICT WORKFORCE SURVEY REMUNERATION FOR THE ICT WORKFORCE Remuneration is the key motivational force that drives any workforce and ICT workforce is not an exception. Taking this matter into consideration, the ICT Workforce Survey has gathered information on salaries of ICT workforce in all previous workforce surveys. However, it has been observed that divulging information about remuneration has been considered by many respondents as a sensitive matter. As a result, a low response rate has generally been observed for questions on remuneration. In addition, it was also felt that salary scale categories given in the questionnaires were somewhat outdated. Therefore, some revisions have been made in salary categories in the questionnaires. Despite that the problem of low response on remuneration was experienced this time also. 7.1 Remuneration by sub sectors Validity of salary information has limitations due to low response rates. Disregard of limitations, information on remuneration gathered in the survey are presented in tables considering its usefulness as an additional source of information about the demand and supply relationships exist in the ICT job market with direct and indirect implications towards demand and supply of specific job categories and associated skills. According to information given in tables , private sector companies in ICT, non-ict and BPO sub sectors offer better salaries than government organizations, nearly in all job categories. In many cases, remuneration drew by private sector employees with 1-4 years of experience is higher than government employees with over 8 years of experience. As far as private sector companies are concerned, comparatively, the best structure of salaries is offered by ICT companies. Remuneration in ICT companies is generally better for all job categories compared with non-ict and BPO companies. This is followed by BPO companies. Even though remuneration in non-ict companies is somewhat compatible with BPO companies they differ in specific job categories. 7.2 Remuneration by Job Categories and Experience When the relationship between remuneration and experience is concerned, again the poorest matching of remuneration with experience is shown in government organizations. They offer generally low, uniform salary structures which are slightly improved with experience. In contrast, private sector companies offer more contrasting salary hikes for employees with high experience which is more pronounced in the case of demanding job categories. Job categories with high demand, as indicated by better remuneration, vary among different sub sectors. In case of ICT companies, the most demanding job categories include project and program management, IT research and development, solutions and technical architect. BPO companies offer relatively better salaries for project and program management, technical writing, database administration and development. The best paid job category in non-ict companies is management information system/it management. There is no particular difference in remuneration among job categories in government sector yet some significantly high maximum salaries were indicated for experienced employees in management information system/it management. FINAL SURVEY REPORT 29

38 NATIONAL ICT WORKFORCE SURVEY Table 7.1: Compensation for ICT workforce in the government Less than 1 year Experience 1 to 4 years' Experience 4 to 8 years' Experience Over 8 years' Experience Min Mode Max Min Mode Max Min Mode Max Min Mode Max Digital media and animation <20,000 <20,000 40,000 <20,000 <20,000 40,000 <20,000 <20,000 40,000 <20,000 <20,000 40,000 Systems and network administration Programming/software engineering <20,000 20,000-30,000 60,000 <20,000 <20,000 <20,000 60,000 <20,000 Software quality assurance <20,000 <20,000 60,000 <20,000 20,000-30,000 31,000-40,000 20,000-30,000 50,000 <20,000 40,000 <20,000 31,000-40,000 31,000-40,000 50,000 <20,000 50,000 <20,000 31,000-40,000 41,000-50,000 90,000 60,000 30,000 <20,000 <20,000 40,000 <20,000 <20,000 40,000 IT sales and marketing <20,000 <20,000 <20,000 <20,000 <20,000 30,000 <20,000 <20,000 30,000 <20,000 <20,000 30,000 Technical support <20,000 <20,000 60,000 <20,000 <20,000 40,000 <20,000 <20,000 50,000 <20,000 Technical writing <20,000 <20,000 30,000 <20,000 <20,000 40,000 <20,000 Web development <20,000 <20,000 40,000 <20,000 IT research and development <20,000 <20,000 40,000 31,000 31,000-40,000 31,000-40,000 40,000 <20,000 40,000 31,000 31,000-40,000 31,000-40,000 31,000-40,000 20,000-30,000 60,000 40,000 <20,000 <20,000 40,000 50,000 <20,000 50,000 31,000-40,000 60,000 <20,000 <20,000 60,000 FINAL SURVEY REPORT 30

39 NATIONAL ICT WORKFORCE SURVEY Table 7.2: Compensation for ICT workforce in ICT companies Less than 1 year Experience 1 to 4 years' Experience 4 to 8 years' Experience Over 8 years' Experience Min Mode Max Min Mode Max Min Mode Max Min Mode Max 20,000-20,000-31,000- Digital media and animation <20,000 <20,000 60,000 <20,000 70,000 20, ,000 31, ,000 30,000 30,000 40,000 Systems and network administration Programming/software engineering <20,000 <20,000 70,000 20,000 <20,000 20,000-30,000 70,000 20,000 Software quality assurance <20,000 <20,000 70,000 20,000 IT sales and marketing <20,000 <20,000 70,000 <20,000 Technical support <20,000 <20,000 70,000 <20,000 Technical writing <20,000 <20,000 50,000 <20,000 Web development <20,000 <20,000 70,000 20,000 IT research and development <20,000 <20,000 80,000 20,000 20,000-30,000 31,000-40,000 31,000-40,000 31,000-40,000 20,000-30,000 20,000-30,000 20,000-30,000 20,000-30,000 90,000 31, ,000 31, ,000 31,000 90,000 20,000 70,000 20,000 70,000 20,000 80,000 20, ,000 31,000 51,000-60,000 51,000-60,000 41,000-50,000 31,000-40,000 31,000-40,000 31,000-40,000 31,000-40, , , ,000 41, , , ,000 41, ,000 20, ,000 20, ,000 20, ,000 31, , ,000 61,000-70, , ,000 41,000-50,000 71,000-80,000 41,000-50,000 61,000-70,000 41,000-50,000 81,000-90, , , , , , , , ,000 FINAL SURVEY REPORT 31

40 NATIONAL ICT WORKFORCE SURVEY Table 7.3: Compensation for ICT workforce in non-ict private companies Less than 1 year Experience 1 to 4 years' Experience 4 to 8 years' Experience Over 8 years' Experience Min Mode Max Min Mode Max Min Mode Max Min Mode Max Digital media and animation <20,000 <20,000 30,000 20,000 Systems and network administration Programming/software engineering <20,000 <20,000 80,000 <20,000 <20,000 20,000-30,000 70,000 20,000 Software quality assurance <20,000 <20,000 60,000 20,000 IT sales and marketing <20,000 <20,000 30,000 <20,000 Technical support <20,000 <20,000 60,000 <20,000 Technical writing ,000 Web development <20,000 <20,000 70,000 20,000 IT research and development <20,000 <20,000 50,000 20,000 20,000-30,000 31,000-40,000 31,000-40,000 31,000-40,000 20,000-30,000 20,000-30,000 20,000-30,000 31,000-40,000 20,000-30,000 40,000 41, ,000 31,000 70,000 31,000 70,000 41,000 41,000-50,000 41,000-50,000 41,000-50,000 41,000-50,000 70,000 51, ,000 31,000 70,000 51,000 80,000 51,000 60,000 <20,000 <20,000 40,000 51,000 70,000 <20,000 41,000-50,000 80,000 <20,000 30,000 <20,000 <20,000 60,000 61,000 50,000 31,000 60,000 31,000 31,000-40,000 31,000-40,000 70,000 41,000 70,000 51,000 51,000-60,000 51,000-60,000 51,000-60,000 61,000-70,000 51,000-60,000 51,000-60,000 61,000-70,000 51,000-60,000 51,000-60,000 70, , , ,000 60,000 90,000 70, , ,000 FINAL SURVEY REPORT 32

41 NATIONAL ICT WORKFORCE SURVEY Table 7.4: Compensation for non-ict workforce in BPO companies Less than 1 year Experience 1 to 4 years' Experience 4 to 8 years' Experience Over 8 years' Experience Min Mode Max Min Mode Max Min Mode Max Min Mode Max Digital media and animation <20,000 <20,000 <20,000 20,000 Systems and network administration Programming/software engineering <20,000 <20,000 40,000 20,000 <20,000 Software quality assurance <20,000 IT sales and marketing 20,000 20,000-30,000 20,000-30,000 20,000-30,000 40,000 20,000 40,000 <20,000 50,000 31,000 Technical support <20,000 <20,000 30,000 20,000 Technical writing 20,000 Web development 20,000 IT research and development 41,000 20,000-30,000 20,000-30,000 41,000-50,000 50,000 51,000 30,000 31,000 50,000 71,000 20,000-30,000 31,000-40,000 20,000-30,000 31,000-40,000 31,000-40,000 20,000-30,000 51,000-60,000 31,000-40,000 71,000-80,000 90,000 20,000 50,000 31,000 60,000 31,000 20,000-30,000 31,000-40,000 31,000-40,000 30,000 31,000 60,000 41,000 80,000 41,000 50,000 <20,000 <20,000 70,000 20,000 60,000 71,000 40,000 31,000 60,000 61,000 40,000 31, ,000 71,000 71,000-80,000 31,000-40,000 61,000-70,000 31,000-40,000 71,000-80,000 80,000 71,000 40,000 41,000 70,000 71,000 40,000 41,000 80,000 81,000 31,000-40,000 61,000-70,000 41,000-50,000 20,000-30,000 71,000-80,000 41,000-50,000 71,000-80,000 41,000-50,000 81,000-90,000 40,000 70, , ,000 80,000 50,000 80,000 50,000 90,000 FINAL SURVEY REPORT 33

42 NATIONAL ICT WORKFORCE SURVEY CONCLUSIONS Information gathered in the survey presented a comprehensive picture about the current situation of ICT workforce in Sri Lanka. The key overall conclusion that can be reached from the findings is the ICT workforce in Sri Lanka is currently experiencing a period of rapid growth supported by favourable domestic conditions and slowly recovering global economic situation. The ICT workforce has recorded a 50% increase in total workforce since the last survey conducted in 2009 at a healthy CAGR of 14.4%. This situation is clearly visible in all sub sectors of ICT workforce. Growth has been particularly impressive in ICT companies and non-ict private sector companies. Hence, the growth in the ICT workforce can be interpreted as a joint outcome of overall improvements in the economy and specific developments in ICT and BPO sectors. This growth momentum has increased the demand for graduates qualified in ICT. The level of demand has been unmatched by the supply. As a result, the oversupply of graduates reported by the last survey has been reversed, giving rise to a situation of short supply. Growth observed in supply of graduates is not unhealthy overall but calls for capacity improvements to match the rising demand. This should be given special attention. It appears that there is a latent demand that may be converted into real demand if the full potential indicated by brightening prospects is to be realized. In such a scenario the supply of graduates could act as a bottleneck against the growth of the entire industry. Matching the numbers alone is not sufficient to face the challenge. Analysis of demand- supply mismatch in skills conducted in the study suggests that there are less-supplied skills in demand and less-demanded skills in supply. The analysis shows that there are mismatches in supply of all major categories of skills; core, technical and soft skills. Hence, aligning the training programs for supplying skills that are in high demand from the industry also is of utmost importance. The survey has provided certain clues that may offer guide to make necessary adjustments. An area that may need special attention is developing soft skills that have been ranked high among the skills in demand by employers. Among others, supply situation of soft skills seems to be the unhealthiest. This is a message from the survey that training organizations need to give serious attention. FINAL SURVEY REPORT 34

43 NATIONAL ICT WORKFORCE SURVEY A. APPENDIX 1 SURVEY METHODOLOGY The methodology followed by ICT Workforce Survey 2013 is consistent with the previous ICT workforce surveys conducted in 2004, 2006 and A.1. Sample Frame Development and Sample Selection ICT Workforce Survey is a sample survey that uses sample data to make estimates and projections on the entire workforce. Therefore, development of a comprehensive sampling frame was one of the key tasks of the survey. Sampling frame was developed for the following categories of organizations. ICT companies - Organizations providing ICT products including software and hardware and various IT services Business Process Outsourcing (BPO) companies Non-ICT companies - Private sector users of ICT other than ICT-BPO companies Government organizations - Ministries, departments, statutory bodies and other government organizations ICT Training Organizations - Universities, degree awarding and non-degree awarding private institutions, government technical colleges. The sampling frame used for the previous workforce survey in 2009 was used as the base list for developing the new sample frame. Information sources used for updating the sampling frame is given in Table A1. Table A1: Information Sources for Developing the Sample Frame Categories of Organizations/Sub Information Sources Populations ICT companies Database - National ICT Workforce Survey 2009, ICTA List of ICT companies from the registrar of companies Sri Lanka Association for The Software Industry (SLASI) Sri Lanka Association of Software and Service Companies (SLASSCOM) Sri Lanka Export Development Board Newspapers Survey on web resources available from several web sites on business and industry ( e.g. BPO companies Sri Lanka Association of Software and Service Companies (SLASSCOM) Non-ICT companies Database - National ICT Workforce Survey 2009, ICTA Ceylon Chamber of Commerce Sri Lanka Export Development Board Board of Investment (BOI) Shipping Association KOMPASS Directory Survey on web resources available from several web sites on business and industry ( e.g Government organizations Government Website ( IT Training Institutes Database - National ICT Workforce Survey 2009, ICTA Association of Computer Training Organization in Sri Lanka (ACTOS) Tertiary and Vocational Education Commission (TVEC) SLT Rainbow Pages Newspapers Survey on web resources available from several government universities and private training organizations web sites FINAL SURVEY REPORT 35

44 NATIONAL ICT WORKFORCE SURVEY Since the results of the survey need to be generalized into the entire population of workforce and total demand and supply have to be projected on the basis of sample data, selecting a representative sample was a key element of the survey design. Sample was selected using the stratified random sampling method. The procedure adopted in the sample selection included the following steps. Target population of the survey was employers of ICT workforce. As described above, this is a heterogeneous population with at least four major sub sectors. Accordingly, sampling frame was stratified into four non-overlapping categories of employers (sub sectors) ICT companies, non-ict companies, government organizations and BPO companies Organizations were drawn randomly from each stratum using a random number table. The above sampling strategy was adopted to improve the precision of estimates based on the sample data and maintain the longitudinal consistency with the previous workforce surveys. The details of the final sample are given in the Table A2. Survey sub Samples Employer Organizations Training Organizations Table A2: Sample size Categories of Organizations ICT Suppliers Organizations providing ICT products and services including software, hardware and telecom companies Actual No. Respondents 62 Business Process Outsourcing (BPO) sector companies 18 1 ICT Users - Private organizations outside the ICT sector 85 Public sector - Ministries, departments, corporations and 75 other government owned organizations Universities, degree awarding and non-degree awarding 27 private institutions, government technical colleges. Total 267 A.2. Design of the Questionnaires Three comprehensive questionnaires were used to gather data from the above mentioned sub samples (Table A2). The questionnaires used for the previous survey in 2009 were taken as the base to maintain the longitudinal validity of information and slight modifications were made to capture new changes in the industry with the approval of ICTA. Table A3: Questionnaires for Different Organization Categories Organization Categories ICT suppliers, private sector ICT users and public sector ICT users BPO companies IT Training Organizations Questionnaire Questionnaire for Human Resources in IT suppliers, IT users and Government Organizations Questionnaire for Human Resources in BPO Sector Questionnaire for Human Resources in Training Organizations 1 Although questionnaires were sent to 34 companies only 18 agreed to respond. FINAL SURVEY REPORT 36

45 NATIONAL ICT WORKFORCE SURVEY A.3 Data Collection, Field Monitoring and Quality Assurance Respondents in the selected organizations were made aware of the study and its objectives prior to the field data collection. In order to achieve this, questionnaires were sent via to the respondents together with an official letter from the ICTA that communicate the purpose of the survey. Prior appointments for interviews were taken and data collection was done by a team of enumerators by conducting face to face interviews. All interviews were conducted in working places of respondents. Respondents included CEOs, IT/Human Resource Managers or other senior level executives who are responsible for supervising IT staffs in respective organizations. The data collection process was closely monitored by a Project Manager appointed by the consultant and ICTA staff to ensure completeness and accuracy of the survey. Random quality checks were done to ensure the quality of interview process. All completed questionnaires were checked for completeness, clearness and accuracy. Responses to open-ended questions were coded before entering. All questionnaires were given serial numbers to safeguard the confidentiality of information. Missing data and incompatible data were corrected by referring to the respective respondents and data was cleaned and coded to ensure accuracy and efficiency in data entry process. Data entry process was monitored throughout and checked by comparing entered data with questionnaires. A.4. Data Processing and Analysis Data analysis was carried out using SPSS software. The data was analyzed mainly using descriptive statistical methods and cross tabulation. Descriptive statistics of (e.g. frequencies, percentage, means and variability) of key variables was calculated and results were presented using different forms of graphs and tables. Survey findings include estimates, projections and sample statistics. Estimates: An estimate is a value that is computed for the total workforce based on the data collected from the sample: E.g. Total work force; sub totals of respective sub sectors; total number of graduates in supply. Projections: A projection is a value that indicates the future changes in the workforce which is computed on the basis of responses regarding future expectations/plans: E.g. demand for and supply of ICT graduates in Sample statistics: A sample statistics were used to describe certain aspects of the workforce without extrapolating them into higher level aggregates: E.g. gender, experience profiles of sub sectors Estimates and projections involved extrapolation of sample data into higher levels of aggregates such as the total workforce and workforce in sub sectors. Extrapolation is a procedure of estimation that systematically adjusts the sample data to determine values of those higher level aggregates. A systematic estimation procedure was followed to generate values of estimates and projections. The essential features of the complex estimation procedure can be described as follows. Sample statistics; i.e. average numbers of workforce for respective categories of employers, were computed for the smallest possible randomly selected sampling units Based on the averages, workforce estimates were computed for relevant sub units separately Workforce estimates for sub units were summed to estimate workforce sub totals of each stratum Total workforce was estimated by summation of subtotals of four strata The same general procedure was followed to generate projections of demand for and supply of graduates in 2014 Given the sensitivity of final estimates to the sample statistics, they were validated by discussing the preliminary estimates with industry stakeholders before generating the final estimates. The above procedure of estimation was adopted to improve precision of the estimates and projections of the survey FINAL SURVEY REPORT 37

46 NATIONAL ICT WORKFORCE SURVEY A.5. Limitations of the Survey The figures from the survey are relevant only to relatively large business entities that are represented in the sample frame of the survey compiled from various available sources. They do not cover workforce employed by numerous small business entities that serve localized bases of customers. A considerable number of such small entities that are not registered with the government, industry related bodies or business directories exist and information about such players is scarce. Given the numbers of diploma and below degree-level courses offered and institutes that undertake such courses are quite large, ICT Workforce Survey so far has not reported information on such courses. The main reason is possible biases that could occur due to limited sample size. Hence, the information available on such training courses and organization is limited. Following issues were reported by enumerators as problems faced by respondents in answering questions. Job categories in government organizations: Some respondents from government organizations found it difficult to match 15 job categories with primary responsibilities of ICT employees in their organizations. Key skills in demand: Some, respondents suggested that skills categories listed in the questionnaires are outdated and needs revision. These issues can be identified as limitations of the questionnaires that need improvements in future undertakings of the survey. A.6. Recommendations for Future Improvements During the survey and in interactions with key stakeholders, it was understood that structures of ICT and BPO sectors are constituted of few major companies with large number of employees and numerous small companies. This can led to biases in a sample survey since there is no complete sampling frame. Therefore, in future undertakings of the survey, it is recommended to follow a mixed approach that include total enumeration of few number of major players and a sample survey for small companies to improve the precision of estimates and projections. Total supply of graduates comes from about 25 faculties of government universities and closely similar number of private degree-awarding institutes. It is recommended to conduct a total enumeration of these institutes to get more precise estimates of the supply of graduates. Questionnaires have not been designed to get an estimate of the staff recruited by training organizations. However, they constitute an important category of ICT workforce in the country. Therefore, recommendations are made to cover them as a part of the ICT workforce by making appropriate changes in the data gathering tools. Following improvements are suggested to update the questionnaires. Revision of list of skills and job categories with the participation industry stakeholders for better reflection of the present condition in ICT industry Developing a separate questionnaire for government organizations as the situation of ICT workforce In public sector is quite different from the situation in private companies FINAL SURVEY REPORT 38

47 NATIONAL ICT WORKFORCE SURVEY B. APPENDIX 2 SURVEY QUESTIONNAIRE B.1. Questionnaire 1: IT suppliers and private and public sector ICT users B.2. Questionnaire 2: IT Training organizations B.3. Questionnaire 3: ITeS (BPO) firms FINAL SURVEY REPORT 39

48 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization ICT Workforces Survey 2013 Information & Communication Technology Agency of Sri Lanka B.1 - Questionnaire for ICT Human Resources in IT, Non IT and Government Organizations To be completed by the Senior Manager, Head of HR or an equivalent person responsible for the ICT workforce in your organization. If you have any queries about filling this questionnaire please contact the survey support hotline on: between 8:30 am 5:00 pm on weekdays or the Survey Coordinator, ICT Workforce Survey, MG Consultants (Pvt.) Ltd., No.3, Swarna Place, Nawala Road, Rajagiriyaon About this Survey: The primary aim of this survey is to gain a clear understanding of the size and composition of the Information Communication Technology (ICT) workforce in Sri Lanka. The outcome of this survey will include information about the total ICT workforce, its growth patterns, the jobs in demand as well as the skills required to perform those jobs, and indeed how the supply measures up against the demand. It is envisaged that your organization will be benefitted in numerous ways by this information. This survey is designed to provide you with vital information required to plan your human resource development needs. Moreover, the information will be used by training organizations to better organize training programs in order to address skill gaps in the industry, thus supplying the IT industry, non-it organizations and the government with appropriately skilled human resources that are highly productive. Information & Communications Technology Agency of Sri Lanka (ICTA) commissioned this survey and designed it to be an annual survey. Its success depends on your co-operation in providing accurate information. All information provided will be treated with strictest confidentiality. Thank you for your participation and cooperation. Questionnaire Serial Number December 13 Confidential 1

49 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization Section A : ICT Human Resources About your organization 1. How many years has your company been in operation in Sri Lanka? (Please also state the year of establishment) Year of establishment Number of Years company has been in operation 2. Approximately how many people does your organization employ as fulltime employees in all locations including overseas? (Tick appropriate band) 1. Less than and Above 3. Which category does your organization fall into? (Tick only one category) 1. IT company 2. BPO company 3. IT-user company (e.g. bank, retail company, etc) 4. Government agency December 13 Confidential 2

50 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization In this section Question no. 4 and 5 to be filled by IT Companies only and others to fill only Question No What is the nature of your business? (Tick multiple cages if required)) 1. IT Consulting Services 2. Software Product Development 3. Telecom & Networking 4. Hardware Manufacturer 5. Software Manufacture 6.Hardware Reseller 7. Software Reseller 8. BPO Other (Please specify): 5. a) Current Markets What is the percentage of revenue coming from domestic business vs. exports? 1 Local 2 Export % of Revenue b) Please specify countries you export to and the percentage of your total exports to each country? Country % Country % Country % Country % Country % December 13 Confidential 3

51 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization 6. Where in Sri Lanka does your business operate? (Tick appropriate cages) Western North Western Southern Central Uva Sabaragamuwa Eastern Northern North Central Province Province Province Province Province Province Province Province Province 1. Headquarters 2. Other Offices ICT human resources in your organization 7. How many ICT related Professionals do you have in your organization (consider only the employees recruited from Sri Lanka based in all locations including overseas)? (Enter number of employees; consider only ICT Professionals, include both permanent and part-time or contract employees) Total 1. Male 2. Female Note: Do not count foreign employees employed by your organization in Sri Lanka or overseas locations 8. How many IT professionals (Sri Lanka citizens) did you recruit for ICT jobs in 2012, expect to recruit in 2013 and forecast for 2014? (Please include graduates from local universities, private degree-awarding institutes and foreign universities who graduated in that particular year) Year IT Graduates Non-IT Graduates Non Graduates IT Professionals (Estimate the number at end of 2013) 2014 (Forecast for the next year) December 13 Confidential 4

52 9. How many ICT Professionals are employed in Job Categories listed below? (Refer to Job Categorization listing in Appendix 1; categorize staff based on their primary responsibility, do not count one person twice) ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization No. Job Categories Current (2013) Additional employees required by end of 2013 (Estimate the number at end of 2013) 1. Database Administration and Development 2. Digital Media and Animation 3. Business Analysis and Systems Integration 4. Systems and Network Administration 5. Programming/Software Engineering 6. Project and Programme Management 7. Software Quality Assurance 8. IT Sales and Marketing 9. Technical Support 10. Technical Writing 11. Web Development 12. Management Information System/IT Management 13. Solutions and Technical Architect 14. IT Research and Development 15. Others (specify) December 13 Confidential 5

53 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization Demand for ICT Employees 10. How many ICT Professionals did you recruit during 2013 and what is your demand for next year (2014)? (Consider calendar years for 2012, 2013 and 2014) No. of ICT employees No. of ICT employees No. of ICT employees New ICT employees as at end of 2012 joined & planning to recruit during 2013 left during 2013 required in 2014 Total number 11. a) Brain gain and brain drain: How many Non Residential Sri Lankans (NRSL) did you recruit to work in Sri Lanka in ICT jobs (on permanent, part-time or contract basis) in 2013? Number of NRSL employees recruited in 2013 b) How many Foreign Nationals did you recruit to work in Sri Lanka in ICT jobs (on permanent, part-time or contract basis) in 2013? Number of foreign nationals recruited in 2013 c) How many Sri Lankan employees in ICT jobs left your organization to live or work abroad in 2013? Number of Sri Lankan employees left to live or work abroad in 2013 December 13 Confidential 6

54 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization Education background of employees 12. Considering your current employees please specify the highest academic qualifications your ICT employees possess in 2013? (Please enter number of employees under relevant academic qualification) Academic Qualification IT Qualification Number 1 Diploma 2 Higher Diploma 3 Bachelors Degree 4 Post Graduate Diploma 5 Masters 6 PhD 7 Other (specify) 13. Categorize your ICT professionals according to their experience. (Enter number of employees in each category) Experience Less than 1 year 1 to 3 years 4 to 5 years 6 to 8 years Over 8 years Total number December 13 Confidential 7

55 14. What are the Minimum academic qualifications you consider when recruiting a person for a Job in each job category? ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization No. Job Categories Diploma Higher Diploma Bachelors Degree Post Graduate Diploma Masters Ph D Other (please specify) 1. Database Administration and Development 2. Digital Media and Animation 3. Business Analysis and Systems Integration 4. Systems and Network Administration 5. Programming/Software Engineering 6. Project and Programme Management 7. Software Quality Assurance 8. IT Sales and Marketing 9. Technical Support 10. Technical Writing 11. Web Development 12. Management Information System/IT Management 13. Solutions and Technical Architect 14. IT Research and Development December 13 Confidential 8

56 15. When recruiting ICT employees what are the Key six skills that are most important to your organization at present? (Please indicate the skill codes from the skills list below, Do not enter two numbers in same box) ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization Core s Soft skills Technical skills 1. Systems Analysis 21. Interpersonal s 28. Java 48. C++ 2. Systems Design 22. Creative Thinking s 29. C# 49. SAP 3. Programming 23. Communication and Presentation s 30. Visual Basic 50. XML 4. Network Design 24. Proficiency in English Language 31. CORBA 51. Mainframe 5. Network Implementation 25. Other Languages 32. COM/DCOM 52. HTML 6. Hardware Engineering and Maintenance 26. Professional Ethics 33. RPG 53. Router Configuration 7. Systems/applications Testing 27. Team Working 34. Command Language 8. Business analysis and Process Engineering 35. NT 9. Sales and Marketing 36. Novell Netware 10. Customer Service 37. Linux 11. Project Management 38. PHP 12. Database Design and Admin 39. Oracle 13. Systems/Application Admin 40. SQL Server 14. Systems/Application Support 41. MySQL 15. Training 42. MS Windows 16. Technical Writing 43..NET 17. People and Organisational Change 44. Unix 18. management Internet and Systems Security 45. J2EE 19. Graphics Design 46. ASP 20. Human Computer Interaction Design 47. JSP December 13 Confidential 9

57 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization 16. In your view what are the means of retaining employees? (Rank the top five incentives by placing a number 1 to 5 against the incentives) Incentive Rank top 5 incentives 1. Good compensation plan 2. Flexibility in hours, environment, dress code 3. Frequent reviews/raises 4. Incentives for gaining certifications/professional membership 5. Challenging job 6. Good work environment 7. Training 8. Rapid promotion 9. Up to date with current technology 10. Job responsibility 11. Image of the company/status 12. Co-worker relationship 13. Job security 14. Overseas travel 15. Medical insurance 16. Clear career path 17. Stability of company 18. Stock options/ownership of company 19. Good employer-employee relationship 20. Other (Specify) December 13 Confidential 10

58 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization 17. How many in-house trainers of ICT or related skills do you have in your company? Number of in-house trainers 18. What is the starting salary paid by your company for an entry level employee in each available job category? (Select salary range code from list below, consider total package including allowances) Job Category Less than 1 year Experience 1 to 4 years Experience 4 to 8 years Experience Over 8 years Experience Salary Scales 1. Database Administration and Development 2. Digital Media and Animation 3. Business Analysis and Systems Integration Code Scale (Rs.) 1 Less than 20, ,000 30, ,000 40, Systems and Network Administration 4 41,000 50, Programming/Software Engineering 6. Project and Programme Management 7. Quality Assurance 8. Sales and Marketing 5 51,000 60, ,000 70, ,000 80, ,000 90, , , Technical Support , , Technical Writing 11. Web Development , , More than 200, Management Information System/IT Management 13. Solutions and Technical Architect 14. Research and Development December 13 Confidential 11

59 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization Appendix 1: Job Categorization Database Administration and Development Digital Media and Animation Business Analysis and Systems Integration 1 Data Administrator 1 2D/3D Artist 1 Applications Integrator 2 Data Analyst 2 Animator 2 Business Analyst 3 Data Architect 3 Audio/Video Engineer 3 Business Continuity Analyst 4 Data Management Associate 4 Designer 4 Cross Enterprise Integrator 5 Data Modeler 5 Media Specialist 5 E-Business Specialist 6 Data Modeling Specialist 6 Media/Instructional Designer 6 Electronic Transactions Implementer 7 Database Administrator 7 Multimedia Author 7 Program Manager 8 Database Analyst 8 Multimedia Authoring Specialist 8 Senior Systems Analyst 9 Database Developer 9 Multimedia Developer 9 Systems Analyst 10 Database Manager 10 Multimedia Specialist 10 Systems Integration 11 Database Modeler 11 Producer 11 Technical Assurance 12 Database Security Expert 12 Production Assistant 13 Decision Support Services 13 Programmer 14 Knowledge Architect 14 Streaming Media Specialist 15 Senior Database Administrator Systems and Network Administration Programming / Software Engineering Project and Programme Management 1 Communications Analyst 1 Applications Analyst 1 Project Lead 2 Data Communications Analyst 2 Applications Engineer 2 Project Manager 3 Information Systems Administrator 3 Application Security Specialist 3 Programme Manager 4 Information Systems Operator 4 Computer Engineer 4 Team Leader 5 Information Technology Engineer 5 E-Commerce Engineer/Specialist 6 Network Administrator 6 Operating Systems Designer/Engineer 7 Network Analyst 7 Operating Systems Programmer/Analyst Quality Assurance 8 Network Architect 8 Programmer 1 Software QA Lead 9 Network Engineer 9 Programmer/Analyst 2 Software QA Engineer 10 Network Manager 10 Research Engineer 3 Test Engineer 11 Network Operations Analyst 11 Security Specialist 4 Tester 12 Network Security Analyst 12 Software Applications Specialist 13 Network Specialist 13 Software Architect Sales and Marketing 14 Network Technician 14 Software Design Engineer 1 Pre-sales Analyst 15 Network Transport Administrator 15 Software Design Engineer and Tester 2 Pre-sales Consultant 16 PC Support Specialist 16 Software Development Engineer 3 Sales Executive 17 PS Systems Support Lead 17 Software Engineer 4 Sales Representative 18 PC Network Engineer 5 Sales Manager 19 Systems Administrator 6 Marketing Manager 20 Systems Engineer 7 Marketing Executive December 13 Confidential 12

60 ICTWFS 2013 Questionnaire for IT, Non IT and Government Organization Technical Support Technical Writing Web Development and Administration 1 Analyst 1 Desktop Publisher 1 Web Administrator 2 Call Centre Support Representative 2 Document Specialist 2 Web Architect 3 Content Manager 3 Documentation Specialist 3 Web Designer 4 Customer Liaison 4 Editor 4 Web Page Developer 5 Customer Services Representative 5 Electronic Publications Specialist 5 Web Producer 6 Customer Support Professional 6 Electronic Publisher 6 Web Site Developer 7 Help Desk Specialist 7 Instructional Designer 7 Web Specialist 8 Help Desk Technician 8 Online Publisher 8 Webmaster 9 Hardware Engineer 9 Technical Communicator 10 Maintenance Technician 10 Technical Editor IT/MIS Management 11 PC Support Specialist 11 Technical Publications Manager 1 Chief Information Officer 12 PC Systems Coordinator 12 Technical Writer 2 General Manager IT 13 Product Support Engineer 3 IT Manager 14 Sales Support Technician 4 IT Director 15 Technical Account Manager 5 IT Vice President 16 Technical Support Engineer 6 IT Auditor 17 Technical Support Representative 7 Data Systems Manager 18 Technical Support Specialist 8 All Directors and Senior 19 User Support Specialist 9 Managers in IT Companies Solutions and Technical Architect 1 Applications Architect 2 Data Systems Designer 3 Data warehouse Designer 4 Information Systems Architect 5 Information Systems Planner 6 Systems Architect 7 Technical Consultant December 13 Confidential 13

61 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations ICT Workforces Survey 2013 Information & Communication Technology Agency of Sri Lanka B.2 - Questionnaire for ICT Human Resources in Training Organizations To be completed by the Senior Manager, Head of HR or an equivalent person responsible for the workforce and ICT usage in your organization. If you have any queries about filling this questionnaire please contact the survey support hotline on: between 8:30 am 5:30 pm on weekdays or the Project Manager, ICT Workforce Survey, MG Consultants (Pvt.) Ltd., No.03, Swarna Place, Nawala Road, Rajagiriya on About this Survey: The primary aim of this survey is to gain a clear understanding of the size and composition of the Information Communication Technology (ICT) workforce in Sri Lanka. The outcome of this survey will include information about the total ICT workforce, its growth patterns, the jobs in demand as well as the skills required to perform those jobs, and indeed how the supply measures up against the demand. It is envisaged that your organization will be benefitted in numerous ways by this information. This survey is designed to provide vital information to help you better align your training programs to address skill gaps in the industry. The desired outcome would enable you to be better positioned in supplying the IT industry, non-it organizations, BPO organizations and the government sector with appropriately skilled human resources that are highly productive. Information & Communications Technology Agency of Sri Lanka (ICTA) commissioned this survey designed it to be an annual survey. Its success depends on your co-operation in providing accurate information. All information provided will be treated with strictest confidentiality. Thank you for your participation and cooperation. Questionnaire Serial Number 1

62 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations SECTION A : ICT Human Resources About Your Organization 1. How many years has your company been in operation in Sri Lanka? Year of Establishment in Sri Lanka Number of Years company has been in operation 2. Approximately how many people does your organization employ in all locations in Sri Lanka? (Tick appropriate band) 1. Fewer than Over Which category does your organization fall into? (Tick only one category) 1. Government University 2. Government Tertiary and Vocational Training Institute 3. Private ICT degree awarding Institution 4. Private ICT and non-ict degrees awarding Institution 4. Where in Sri Lanka does your ICT related business operate? (Tick appropriate boxes) Western North Western Southern Central Uva Sabaragamuwa Eastern Northern North Central Province Province Province Province Province Province Province Province Province 1. Headquarters 2. Other Training December 13 Confidential 2

63 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations Facilities Output of ICT Human Resources by Your Organization 5. How many people completed the below-mentioned education qualification levels in IT related courses (See Appendix 1 for a list of IT Major courses for each University and private degree-awarding institutes) in 2012, 2013 and estimate for 2014? (Consider calendar years for 2008, 2009 and 2010) Level of Educational Qualification 2012 Number of Students 2013 (Estimate the number to end of 2013) 2014 (Forecast for year) 1. Degree 2. Post Graduate Diploma 3. Masters 4. PhD 6. How many people completed the below-mentioned education qualification levels in IT related courses (where there is at least a 50% IT component) in 2012, 2013 and estimate for 2014? (Refer Note 1-3) Number of Students Level of Educational Qualification (Estimate the number to end of 2013) 2014 (Forecast for year) 1. Diploma 2. Advanced Diploma 3. Trade Certification Courses (i.e. Cisco Certified, Microsoft Certified, etc.) 4. Professional Qualifications (e.g. fully qualified BCS & ACS, etc.) 5. Other (Please specify) Note: 1. Only courses that have at least 1200 contact hours can be counted as an Advanced Diploma 2. Only courses that have at least 1000 contact hours can be counted as a Diploma December 13 Confidential 3

64 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations 7. What are the IT related (or where there is at least a 50% IT component) Diploma courses offered by your organization and the relevant essential and complementary skills taught? (Refer to skills list provided in Appendix 2; enter skill codes of the five most essential skills and secondary skills for each course taught.) Essential s Complementary s Course Name E.g Diploma in Software Engineering Notes: 1. Only courses with at least 1000 contact hours can be considered as a Diploma Course 2. Essential s Those skills that are considered main skills taught in a course 3. Complementary s s that complement the main skills that are considered by the industry as required December 13 Confidential 4

65 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations 8. What are the IT related (or where there is at least a 50% IT component) Advanced Diploma courses offered by your organization and the relevant essential and complementary skills taught? (Refer to skills list provided in Appendix 2; enter skill codes of the five most essential skills and complementary skills for each course taught.) Essential s Complementary s Course Name Notes: 1. Only courses with at least 1200 contact hours can be considered as an Advanced Diploma Course 2. Essential s Those skills that are considered main skills taught in a course 3. Complementary s s that complement the main skills that are considered by the industry as required December 13 Confidential 5

66 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations 9. What are the IT related (or where there is at least a 50% IT component) Degree courses offered by your organization and the relevant essential and complementary skills taught? (Refer to skills list provided in Appendix 2; enter skill codes of the five most essential skills and complementary skills for each course taught.). Essential s Complementary s Course Name Note: 1. Essential s Those skills that are considered main skills taught in a course 2. Complementary s s that complement the main skills that are considered by the industry as required December 13 Confidential 6

67 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations 10. What are the IT related (or where there is at least a 50% IT component) Post Graduate Diploma courses offered by your organization and the relevant essential and complementary skills taught? (Refer to skills list provided in Appendix 2; enter skill codes of the five most essential skills and complementary skills for each course taught.) Essential s Complementary s Course Name Note: 1. Essential s Those skills that are considered main skills taught in a course 2. Complementary s s that complement the main skills that are considered by the industry as required. December 13 Confidential 7

68 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations 11. What are the IT related (or where there is at least a 50% IT component) Masters courses offered by your organization and the relevant essential and complementary skills taught? (Refer to skills list provided in Appendix 1; enter skill codes of the five most essential and complementary skills for each course taught.) Essential s Complementary s Course Name Note: 1. Essential s Those skills that are considered main skills taught in a course 2. Complementary s s that complement the main skills that are considered by the industry as required December 13 Confidential 8

69 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations Demand for Teaching Staff in Your Organization 12. How many people do you have in your teaching staff for IT related course delivery? Please indicate number of staff based on their Highest educational qualifications. (Please state number of staff in 2012 and estimate the number at end 2013) Level of Teaching Job Teaching Staff (Estimate for no. staff at end of 2013) Ph D Masters Degree Adv. Dip/ Diploma Ph D Masters Degree Adv. Dip/ Diploma 1. Lecturers with over 8 years experience 2. Lecturers with over 4 to 7 years experience 3. Lecturers with over 1 to 3 years experience 4. Instructors 13. How many people do you have in your teaching staff for IT related course delivery on part time and full time basis? (Please state number of staff in 2012 and estimate your additional demand for 2013) Teaching Staff Level of Teaching Job (Estimate for no. staff at end of 2013) Part time Full time Part time Full time 1. Lecturers with over 8 years experience 2. Lecturers with over 4 to 7 years experience 3. Lecturers with over 1 to 3 years experience 4. Instructors December 13 Confidential 9

70 ICTWFS 2013 Questionnaire for ICT Human Resources and ICT Usage in Training Organizations 14. What average salaries do your academic staff receive by job category? (please mention the code number) Category 1. Professor 2. Senior Lecturer 3. Lecturer 4. Assistant Lecturer 5. Demonstrator 6. Other (please specify) Average Salaries Salary Scale Code Scale (Rs.) 1 10,000 30, ,000 50, ,000 70, ,000 90, , , , , , ,000 8 More than 150,000 December 13 Confidential 10

71 ICT Workforces Survey 2013 Information & Communication Technology Agency of Sri Lanka B.3 - Questionnaire for ICT Human Resources and Business Process Outsourcing (BPO) Human Resources in BPO Sector To be completed by the Senior Manager, Head of HR or an equivalent person responsible for the ICT workforce in your organization. If you have any queries about filling this questionnaire please contact the survey support hotline on: between 8:30 am 5:00 pm on weekdays or the Survey Coordinator, ICT Workforce Survey, MG Consultants (Pvt.) Ltd., No. 03, Swarna Place, Nawala Road, Rajagiriya on About this Survey: The primary aim of this survey is to, gain a clear understanding of the size and composition of the Business Process Outsourcing (BPO) workforce in Sri Lanka. The outcome of this survey will include information about the total BPO workforce, its growth patterns, the jobs in demand as well as the skills required to perform those jobs. It is envisaged that your organization will be benefitted in numerous ways by this information. This survey is designed to provide you with vital information required to plan your human resource development needs. Moreover, the information will be used by training organizations to better organize training programs in order to address skill gaps in the industry, thus supplying the BPO industry with appropriately skilled human resources that are highly productive. The Information & communication Technology Agency of Sri Lanka (ICTA) commissioned this survey and, designed it to be an annual survey. Its success depends on your co-operation in providing accurate information. All information provided will be treated with strictest confidentiality. Thank you for your participation and cooperation.

72 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Section A : ICT Human Resources Questionnaire Serial Number About your organization 1. In which year was your company established and how many years has your company been in operation in Sri Lanka? Year of establishment Number of Years company has been in operation 2. Approximately how many people does your organization employ as fulltime employees in all locations including overseas? (Tick appropriate category) 1. Less than and Above 3. Which category does your organization fall into? (Tick only one category) 1. IT company 2. BPO company 3. IT-user company (e.g. bank, retail company, etc) 4. Government agency In this section Questions Nos. 4 and 5 to be filled by ICT & BPO Companies only and others should fill only Question No What is the nature of your business? (Tick multiple cages if required)) 1. IT Consulting Services 2. Software Product Development 3. Development 3. Telecom & Networking 4. Hardware Manufacturer MaManufacturer December 13 Confidential 2

73 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 5.Hardware Reseller 6.Software Reseller 7.BPO 8. Any Other (Please specify) 5. a) Current Markets What is the percentage of revenue coming from domestic business vs. exports? 1 Local 2 Export % of revenue b) Please specify countries you export to and the percentage of your total exports to each country? Country % Country % Country % Country % Country % Where in Sri Lanka does your business operate? (Tick appropriate cages) Western North Western Southern Central Uva Sabaragamuwa Eastern Northern North Central Province Province Province Province Province Province Province Province Province 1. Headquarters 2. Other Offices December 13 Confidential 3

74 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector ICT human resources in your organization 7. How many ICT related Professionals do you have in your organization (consider only the employees recruited from Sri Lanka based in all locations including overseas)? (Enter number of employees; consider only ICT Professionals, include both permanent and part-time or contract employees) Total 1. Male 2. Female Note: Do not count foreign employees employed by your organization in Sri Lanka or overseas locations 8. How many IT and Non IT professionals (Sri Lanka citizens) did you recruit for ICT jobs in 2012, expect to recruit in 2013 and forecast for 2014? (Please include graduates from local universities, private degree-awarding institutes and foreign universities who graduated in that particular year) IT Graduates Non-IT Graduates Non Graduates IT Professionals (Estimate the number at end of 2013) 2014 (Forecast for the next year) December 13 Confidential 4

75 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 9. How many ICT Professionals are employed in Job Categories listed below? (Refer to Job Categorization listing in Appendix 1; categorize staff based on their primary responsibility, do not count one person twice) No. Job Categories Current (2013) Additional employees required by end of 2013 (Estimate the number at end of 2013) 1. Database Administration and Development 2. Digital Media and Animation 3. Business Analysis and Systems Integration 4. Systems and Network Administration 5. Programming/Software Engineering 6. Project and Programme Management 7. Software Quality Assurance 8. IT Sales and Marketing 9. Technical Support 10. Technical Writing 11. Web Development 12. Management Information System/IT Management 13. Solutions and Technical Architect 14. IT Research and Development 15. Other (please specify) December 13 Confidential 5

76 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Demand for ICT Employees 10. How many ICT Professionals did you recruit during 2013 and what is your demand for next year (2014)? (Consider calendar years for 2012, 2013 and 2014) No. of ICT employees as at end of 2012 No. of ICT employees joined & planning to recruit during 2013 No. of ICT employees left during 2013 New ICT employees required in 2014 Total number 11. a) Brain gain and brain drain: How many Non Residential Sri Lankans (NRSL) did you recruit to work in Sri Lanka in ICT jobs (on permanent, part-time or contract basis) in 2013? Number of NRSL employees recruited in 2013 b) How many Foreign Nationals did you recruit to work in Sri Lanka in ICT jobs (on permanent, part-time or contract basis) in 2013? Number of foreign nationals recruited in 2013 c) How many Sri Lankan employees in ICT jobs left your organization to live or work abroad in 2013? Number of Sri Lankan employees left to live or work abroad in 2013 December 13 Confidential 6

77 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Education background of employees 12. Considering your current employees please specify the highest academic qualifications your ICT employees possess in 2013? (Please enter number of employees under relevant academic qualification) Academic Qualification IT Qualification Number PhD Masters Post Graduate Diploma Bachelors Degree Higher Diploma Diploma 13. Categorize your ICT employees according to their experience. (Enter number of employees in each category) Experience Less than 1 year Experience 1 to 3 years Experience 4 to 5 years Experience 6 to 8 years Experience Over 8 years Experience Total number December 13 Confidential 7

78 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 14. What are the Minimum academic qualifications you consider when recruiting a person for a Job in each job category? No. Job Categories Diploma Higher Diploma Bachelors Degree Post Graduate Diploma Masters Ph D Other (Please specify) 1. Database Administration and Development 2. Digital Media and Animation 3. Business Analysis and Systems Integration 4. Systems and Network Administration 5. Programming/Software Engineering 6. Project and Programme Management 7. Software Quality Assurance 8. IT Sales and Marketing 9. Technical Support 10. Technical Writing 11. Web Development 12. Management Information System/IT Management 13. Solutions and Technical Architect 14. IT Research and Development 15. Other (please specify) December 13 Confidential 8

79 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 15. When recruiting ICT professionals what are the key six skills that are most important to your organization at present? (Please indicate the skill codes from the skills list below, Do not enter two numbers in same box) Core s Soft skills Technical skills 1. Systems Analysis 21. Interpersonal s 28 Java 48. C++ 2. Systems Design 22. Creative Thinking s. 29 C# 49. SAP 3. Programming 23. Communication and Presentation. 30 Visual Basic 50. XML 4. Network Design 24. s Proficiency in English Language. 31 CORBA 51. Mainframe 5. Network Implementation 25. Other Languages. 32 COM/DCOM 52. HTML 6. Hardware Engineering and Maintenance 26. Professional Ethics. 33 RPG 53. Router Configuration 7. Systems/Applications Testing 27. Team Working. 34 Command Language 8. Business Analysis and Process Engineering. 35 NT 9. Sales and Marketing. 36 Novell Netware 10. Customer Service. 37 Linux 11. Project Management. 38 PHP 12. Database Design and Admin. 39 Oracle 13. Systems/Application Admin. 40 SQL Server 14. Systems/Application Support. 41 MySQL 15. Training. 42 MS Windows 16. Technical Writing. 43.NET 17. People and Organisational Change Management. 44 Unix 18. Internet and Systems Security. 45. J2EE 19. Graphics Design 46. ASP 20. Human Computer Interaction Design 47. JSP December 13 Confidential 9

80 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 16. In your view what are the means of retaining employees? (Rank the top five incentives by placing a number 1 to 5 against the incentives) Incentive Rank top 5 incentives 1. Good compensation plan 2. Flexibility in hours, environment, dress code 3. Frequent reviews/raises 4. Incentives for gaining certifications/professional membership 5. Challenging job 6. Good work environment 7. Training 8. Rapid promotion 9. Up to date with current technology 10. Job responsibility 11. Image of the company/status 12. Co-worker relationship 13. Job security 14. Overseas travel 15. Medical insurance 16. Clear career path 17. Stability of company 18. Stock options/ownership of company 19. Good employer-employee relationship 20. Other (Specify) December 13 Confidential 10

81 17. How many in-house trainers of ICT or related skills do you have in your company? ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 1. Number of in-house Trainers 18. What is the starting salary paid by your company for an entry level employee in each job category? (Select salary range code from list below, consider total package including allowances) Job Category Less than 1 year Experience 1 to 4 years Experience 4 to 8 years Experience Over 8 years Experience Salary Scales 1. Database Administration and Development 2. Digital Media and Animation Code Scale (Rs.) 1 Less than 20, ,000 30, Business Analysis and Systems Integration 3 31,000 40, Systems and Network Administration 5. Programming/Software Engineering 6. Project and Programme Management 7. Quality Assurance 8. Sales and Marketing 4 41,000 50, ,000 60, ,000 70, ,000 80, ,000 90, , , Technical Support 10. Technical Writing 11. Web Development , , , , More than 200, Management Information System/IT Management 13. Solutions and Technical Architect 14. Research and Development December 13 Confidential 11

82 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Section B : BPO Human Resources About your organization 1. To which category does your organization fall into? (Tick relevant category) 1. On-shore 2. Off-shore 3. Both 2. What is the nature of your business? (Tick relevant category) 1. Captive 2. Non-captive 3. Both 3. What are the services offered by your organization? (Tick multiple cages if required) 1. Accounting 2. Insurance 3. Banking 4. Tax Related 5. Credit Card 6. Payroll/HR 7. Legal Services 8. Document Management 9. Indexing 10. Transaction Processing 11. Call Center 12. Technical Support 13. Tele-Marketing 14. Data Research 15. e-logistics/merchandizing 16. Pre-Media 17. Translations 18. Consulting 19. Investment Research 20.Transcription 21.Other (Pls. specify) December 13 Confidential 12

83 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 4. How many BPO service related employees do you have in your organization? (Consider only the employees recruited from Sri Lanka based in all locations. All locations refer only to Sri Lanka) (Enter number of employees; do not consider ICT Professionals, include both permanent and part-time or contract employees) Male Female Total Day Night Total Note: Do not count foreign employees employed by your organization in Sri Lanka 5. What is the age distribution of BPO service related employees in your organization? Age Distribution years No. of Employees Male Female December 13 Confidential 13

84 6. How many people are employed in your organization in BPO Services Related Job Categories listed below? ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Categories* (Estimate the number at end of 2013) Additional employees required by end of 2014 (Forecast) 1. Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff 6 Other (specify) * Designations / positions for each category Categories Executive Managers Senior Executives Managers Junior Managers Operational Staff Examples Chairman, Managing Director, Executive Directors, CEO, Senior Vice President, Vice President etc,.,. General Managers, Assistant General Managers, etc,. Divisional Managers, Project Managers, Managers etc,. Junior Managers, Assistant Managers, Senior Supervisors, Supervisors, Team Leaders etc,. Customer Service Executives, Data Analyst, Data Entry Operators, Executives, Associates etc,. December 13 Confidential 14

85 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Demand for BPO Service Related Employees 7. How many people, in each Job Category, did you recruit this year (2013) and what is your demand for next year (2014)? (Consider calendar years for 2013 and 2014) Recruitment Patterns Categories* Base employment at beginning of 2013 Joined & planning to recruit during 2013 Left during 2013 New employees required in 2014 (Forecast) 1. Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff 8. What are your preferred channels when recruiting BPO related service staff to your organization? (Indicate your first, second and third priorities for each category; 1=First priority, 2=Second priority and 3= Third priority) Job Category Newspaper Advertisements References Word of Mouth Recruiters Internet Other (Please specify) e.g. Junior Managers Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff December 13 Confidential 15

86 9. What academic qualifications do your BPO related service employees have at present in each Job Category? (Please enter number of employees under relevant academic qualification) ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Academic Qualification No. of Employees PhD Masters Degree Bachelors Degree Diploma/Higher Diploma GCE Advanced Level GCE Ordinary Level Any Other (Please specify) 10. Specify the number of your BPO service related employees in each Job Category according to years of experience? (Enter number of employees in each category) Years of Experience Job Category Less than 1 year 1 to 3 years 4 to 5 years 6 to 8 years Over 8 years Experience Experience Experience Experience Experience 1. Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff December 13 Confidential 16

87 11. What are the Entry Level Credentials you prefer when recruiting a person in each Job Category? ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector (Indicate your first and second priority for each category; 1=First priority, 2=Second priority; select only one for First priority and one for Second priority) Job Category Academic Qualifications General Experience Specific Experience Professional Qualifications Other (Please specify) e.g. Junior Managers Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff December 13 Confidential 17

88 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 12. What are the means of skills development for career advancement within your organization for BPO service related employees? (Tick appropriate cages) 1. Academic qualifications 2. External short term professional courses 3. Formal in-house training courses 4. Professional qualifications 5. BPO related trade certification 6. On the job training 7. Other (Please specify) Notes: Examples of Professional Qualifications include CIMA, CIM, etc 13. What Primary and Complementary skills do you consider as required for your employees in order to perform their jobs effectively under each category? (Choose the most important Primary and Complementary skills for each category and indicate your first, second and third priorities for each category; 1=First Priority, 2=Second Priority and 3=Third Priority) Primary s Complementary s Job Category English Language Spoken Written Analytical Technical Knowledge Any Other (Please Specify) Communication s Professiona lism Leadership skills Other (Please Specify) 1. Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff December 13 Confidential 18

89 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 14. What are the skills that are deficient in new recruits in each category? (Choose the most deficient Primary and Complementary skills for each category and indicate your first, second and third priorities for each category; 1=First Priority, 2=Second Priority and 3=Third Priority ;) Primary s Complementary s Job Category English Language Spoken Written Analytical Technical Knowledge Other (Please Specify) Communication s Professiona lism Leadership skills Other (Please Specify) 1. Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff 15. How does education affect retention? (Please tick only one) 1. Better educated/trained people stay longer 2. Better educated/trained people stay shorter 3. Lesser educated/trained people stay longer 4. Lesser educated/trained people stay shorter 5. BPO trade certified professionals stay longer 6. BPO trade certified professionals stay shorter December 13 Confidential 19

90 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector 16. In your view what are the means of retaining employees? (Rank 1-3 for each level of experience; 1=most important, 2= Important, 3=Average; please rank only three levels for each level of experience; do not select more than one incentive at a particular rank, for example you cannot have two incentives ranked as 2 for Entry Level. ) Incentive Level of Experience Up to 3 years 4 to 8 years Over 8 years 1. Good compensation plan 2. Flexibility in hours, environment, dress code 3. Frequent reviews/raises 4. Incentives for gaining certifications/professional 5. membership Challenging job 6. Good work environment 7. Training 8. Rapid promotion 9. Up to date with current technology 10. Job responsibility 11. Image of the company/status 12. Co-worker relationship 13. Job security 14. Overseas travel 15. Medical insurance 16. Clear career path 17. Stability of company 18. Stock options/ownership of company 19. Good employer-employee relationship 20. Other (Specify) December 13 Confidential 20

91 17. What average salaries do your BPO employees receive by job category? (please mention the code number) ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Category 1. Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff On-Shore BPO Average Salaries Off-Shore BPO Salary Scale Code Scale (Rs.) 1 10,000 40, , , ,000 60, , , ,000 80, , , , , , , , , ,000 and Above 18. What is the acceptable period of employment on average for each category? Category 1. Executive Managers 2. Senior Executives 3. Managers 4. Junior Managers 5. Operational Staff Acceptable Period of Employment (months) Captive BPO Non-Captive BPO 19. What is the percentage of attrition by each job category? Category 0-6 Month 6-12 Month Month Month Month 36 and Above 1 Executive Managers 2 Senior Executives 3 Managers 4 Junior Managers 5 Operational Staff December 13 Confidential 21

92 ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Appendix 1: Job Categorization Database Administration and Development Digital Media and Animation Business Analysis and Systems Integration 1 Data Administrator 1 2D/3D Artist 1 Applications Integrator 2 Data Analyst 2 Animator 2 Business Analyst 3 Data Architect 3 Audio/Video Engineer 3 Business Continuity Analyst 4 Data Management Associate 4 Designer 4 Cross Enterprise Integrator 5 Data Modeler 5 Media Specialist 5 E-Business Specialist 6 Data Modeling Specialist 6 Media/Instructional Designer 6 Electronic Transactions Implementer 7 Database Administrator 7 Multimedia Author 7 Program Manager 8 Database Analyst 8 Multimedia Authoring Specialist 8 Senior Systems Analyst 9 Database Developer 9 Multimedia Developer 9 Systems Analyst 10 Database Manager 10 Multimedia Specialist 10 Systems Integration 11 Database Modeler 11 Producer 11 Technical Assurance 12 Database Security Expert 12 Production Assistant 13 Decision Support Services 13 Programmer 14 Knowledge Architect 14 Streaming Media Specialist 15 Senior Database Administrator Systems and Network Administration Programming / Software Engineering Project and Programme Management 1 Communications Analyst 1 Applications Analyst 1 Project Lead 2 Data Communications Analyst 2 Applications Engineer 2 Project Manager 3 Information Systems Administrator 3 Application Security Specialist 3 Programme Manager 4 Information Systems Operator 4 Computer Engineer 4 Team Leader 5 Information Technology Engineer 5 E-Commerce Engineer/Specialist 6 Network Administrator 6 Operating Systems Designer/Engineer 7 Network Analyst 7 Operating Systems Programmer/Analyst Quality Assurance 8 Network Architect 8 Programmer 1 Software QA Lead 9 Network Engineer 9 Programmer/Analyst 2 Software QA Engineer 10 Network Manager 10 Research Engineer 3 Test Engineer 11 Network Operations Analyst 11 Security Specialist 4 Tester 12 Network Security Analyst 12 Software Applications Specialist 13 Network Specialist 13 Software Architect Sales and Marketing 14 Network Technician 14 Software Design Engineer 1 Pre-sales Analyst 15 Network Transport Administrator 15 Software Design Engineer and Tester 2 Pre-sales Consultant 16 PC Support Specialist 16 Software Development Engineer 3 Sales Executive 17 PS Systems Support Lead 17 Software Engineer 4 Sales Representative December 13 Confidential 22

93 18 PC Network Engineer 5 Sales Manager 19 Systems Administrator 6 Marketing Manager 20 Systems Engineer 7 Marketing Executive ICWFS 2013 Questionnaire for ICT Human Resources, BPO Human Resources and ICT Usage in BPO Sector Technical Support Technical Writing Web Development and Administration 1 Analyst 1 Desktop Publisher 1 Web Administrator 2 Call Centre Support Representative 2 Document Specialist 2 Web Architect 3 Content Manager 3 Documentation Specialist 3 Web Designer 4 Customer Liaison 4 Editor 4 Web Page Developer 5 Customer Services Representative 5 Electronic Publications Specialist 5 Web Producer 6 Customer Support Professional 6 Electronic Publisher 6 Web Site Developer 7 Help Desk Specialist 7 Instructional Designer 7 Web Specialist 8 Help Desk Technician 8 Online Publisher 8 Webmaster 9 Hardware Engineer 9 Technical Communicator 10 Maintenance Technician 10 Technical Editor IT/MIS Management 11 PC Support Specialist 11 Technical Publications Manager 1 Chief Information Officer 12 PC Systems Coordinator 12 Technical Writer 2 General Manager IT 13 Product Support Engineer 3 IT Manager 14 Sales Support Technician 4 IT Director 15 Technical Account Manager 5 IT Vice President 16 Technical Support Engineer 6 IT Auditor 17 Technical Support Representative 7 Data Systems Manager 18 Technical Support Specialist 8 All Directors and Senior 19 User Support Specialist 9 Managers in IT Companies Solutions and Technical Architect 1 Applications Architect 2 Data Systems Designer 3 Data warehouse Designer 4 Information Systems Architect 5 Information Systems Planner 6 Systems Architect 7 Technical Consultant December 13 Confidential 23

94 NATIONAL ICT WORKFORCE SURVEY C. APPENDIX 3 - JOB CATEGORIZATION Job Categorization Database Administration and Development Digital Media and Animation Business Analysis and Systems Integration 1 Data Administrator 1 2D/3D Artist 1 Applications Integrator 2 Data Analyst 2 Animator 2 Business Analyst 3 Data Architect 3 Audio/Video Engineer 3 Business Continuity Analyst 4 Data Management Associate 4 Designer 4 Cross Enterprise Integrator 5 Data Modeler 5 Media Specialist 5 E-Business Specialist 6 Data Modeling Specialist 6 Media/Instructional Designer 6 Electronic Transactions Implementer 7 Database Administrator 7 Multimedia Author 7 Program Manager 8 Database Analyst 8 Multimedia Authoring Specialist 8 Senior Systems Analyst 9 Database Developer 9 Multimedia Developer 9 Systems Analyst 10 Database Manager 10 Multimedia Specialist 10 Systems Integration 11 Database Modeler 11 Producer 11 Technical Assurance 12 Database Security Expert 12 Production Assistant 13 Decision Support Services 13 Programmer 14 Knowledge Architect 14 Streaming Media Specialist 15 Senior Database Administrator Systems and Network Administration Programming / Software Engineering Project and Programme Management 1 Communications Analyst 1 Applications Analyst 1 Project Lead 2 Data Communications Analyst 2 Applications Engineer 2 Project Manager 3 Information Systems Administrator 3 Application Security Specialist 3 Programme Manager 4 Information Systems Operator 4 Computer Engineer 4 Team Leader 5 Information Technology Engineer 5 E-Commerce Engineer/Specialist 6 Network Administrator 6 Operating Systems Designer/Engineer 7 Network Analyst 7 Operating Systems Programmer/Analyst Quality Assurance 8 Network Architect 8 Programmer 1 Software QA Lead 9 Network Engineer 9 Programmer/Analyst 2 Software QA Engineer 10 Network Manager 10 Research Engineer 3 Test Engineer 11 Network Operations Analyst 11 Security Specialist 4 Tester 12 Network Security Analyst 12 Software Applications Specialist 13 Network Specialist 13 Software Architect Sales and Marketing 14 Network Technician 14 Software Design Engineer 1 Pre-sales Analyst FINAL SURVEY REPORT 40

95 NATIONAL ICT WORKFORCE SURVEY Network Transport Administrator 15 Software Design Engineer and Tester 2 Pre-sales Consultant 16 PC Support Specialist 16 Software Development Engineer 3 Sales Executive 17 PS Systems Support Lead 17 Software Engineer 4 Sales Representative 18 PC Network Engineer 5 Sales Manager 19 Systems Administrator 6 Marketing Manager 20 Systems Engineer 7 Marketing Executive Technical Support Technical Writing Web Development and Administration 1 Analyst 1 Desktop Publisher 1 Web Administrator 2 Call Centre Support Representative 2 Document Specialist 2 Web Architect 3 Content Manager 3 Documentation Specialist 3 Web Designer 4 Customer Liaison 4 Editor 4 Web Page Developer 5 Customer Services Representative 5 Electronic Publications Specialist 5 Web Producer 6 Customer Support Professional 6 Electronic Publisher 6 Web Site Developer 7 Help Desk Specialist 7 Instructional Designer 7 Web Specialist 8 Help Desk Technician 8 Online Publisher 8 Webmaster 9 Hardware Engineer 9 Technical Communicator 10 Maintenance Technician 10 Technical Editor IT/MIS Management 11 PC Support Specialist 11 Technical Publications Manager 1 Chief Information Officer 12 PC Systems Coordinator 12 Technical Writer 2 General Manager IT 13 Product Support Engineer 3 IT Manager 14 Sales Support Technician 4 IT Director 15 Technical Account Manager 5 IT Vice President 16 Technical Support Engineer 6 IT Auditor 17 Technical Support Representative 7 Data Systems Manager 18 Technical Support Specialist 8 All Directors and Senior 19 User Support Specialist 9 Managers in IT Companies Solutions and Technical Architect 1 Applications Architect 2 Data Systems Designer 3 Data warehouse Designer 4 Information Systems Architect 5 Information Systems Planner 6 Systems Architect 7 Technical Consultant FINAL SURVEY REPORT 41

96 NATIONAL ICT WORKFORCE SURVEY l Type Core s Soft s D. APPENDIX 4 SKILLS LISTING Code Description Type Code Description 1 Systems Analysis Technical 28 Java s 2 Systems Design 29 C# 3 Programming 30 Visual Basic 4 Network design 31 CORBA 5 Network implementation 32 COM/DCOM 6 Hardware engineering and 33 RPG maintenance 7 Systems/applications Testing 34 Command Language 8 Business analysis and process 35 NT engineering 9 Sales and marketing 36 Novell Netware 10 Customer service 37 Linux 11 Project management 38 PHP 12 Database design and admin 39 Oracle 13 Systems/application admin 40 SQL Server 14 Systems/application support 41 MySQL 15 Training 42 MS Windows 16 Technical writing 43.NET 17 People and organisational 44 Unix change management 18 Internet and Systems Security 45 J2EE 19 Graphics Design 46 ASP 20 Human Computer Interaction 47 JSP design 48 C++ 21 Interpersonal s 49 SAP 22 Creative thinking s 50 XML 23 Communication and 51 Mainframe presentation s 24 Proficiency in English language 52 HTML 25 Other Languages 53 Router Configuration 26 Professional Ethics 27 Team working FINAL SURVEY REPORT 42