ICT AND TELESERVICES OPPORTUNITIES IN SENEGAL

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Shanna Simon
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1 ICT AND TELESERVICES OPPORTUNITIES IN SENEGAL

2 A- Description of Sector B- High Level telecommunications Infrastructures Senegal has become in the last ten years a destination of choice for the outsourcing the customer relationship and value-added IT services. Located at 5 hours from Europe, Senegal is a country of openness. Political stability, combined with various structural reforms undertaken by the authorities, has enabled Senegal to occupy a prominent place in the international outsourcing market. Global Turnover of the Sector for 2009: 598 billion FCFA Annual Sector Growth: 20% (driven by mobile telephony and service offers) Contribution to GDP: 7 to 10% since 2005 International Bandwidth: 5.9 Gbps (2011) Subscribers to mobile telephony: 8,986,683 Penetration rate of mobile telephony: 73.84% Subscribers fixed telephony: 345,965 Fixed telephony penetration rate: 2.84% Leased links: 444 (2010) ADSL Subscribers: (2010) Internet Subscribers: (2010) Internet growth rate: 14.96% Number of Internet users: 923,000 (ITU- June 2010) Internet penetration rate: 6.6% of the population (ITU-June 2010) Number of.sn websites online: 2141 (2008) Senegal has very early bet on telecommunications infrastructure, with significant investments in terms of capacity and modernization. Senegal ranks 1st in West Africa in terms of penetration and quality service growth (Source: International Telecommunication Union - ITU). (Source : Internationale Telecommunications Union ITU). 100% digital broadband network across the country offering a broad line (ADSL, Frame Relay, ISDN, VSAT etc.) International bandwidth available with 4.2 Gb / s (2010) Telecommunications satellite center pointing to the satellite Intelsat Hub offering VSAT services pointing at the satellite Intelsat % digitized telecommunication network with a loop 3000 kilometers of optical fiber across the country National IP Network and Special links from 64 Kbps to 2 Mbps Systems generalization to 2.5 Gb on all links since 2007 Broadband links in all departmental capitals (ADSL) since % coverage of GSM and CDMA Presence of 3 major telecom operators in the market: SONATEL, a subsidiary of Orange, which provides investors with specialized high-speed Internet connections, as well as international leased lines at competitive rates TIGO, a subsidiary of Milicom International EXPRESSO-SUDATEL 2 ICT AND TELESERVICES OPPORTUNITIES IN SENEGAL

Political stability, combined with various structural reforms undertaken by the authorities, has enabled Senegal to occupy a prominent place in the international outsourcing market.

3 C- Senegal at the crossroads of intercontinental broadband networks Atlantis 2: 20 Gbit/s, connecting Portugal, Spain, Senegal, Cape Verde, Brazil and Argentina SAT-3 / WASC / SAFE: 120 Gbit /s, linking Europe, Africa and Asia Senegal is also connected to North America through the network TELEGLOBE Canada Sub-regional Connectivity via: fiber optic guard wire (OPGW) 2.5G bits/s interconnecting Senegal, Mauritania and Mali and extended to Burkina and Côte d'ivoire. 3 ICT AND TELESERVICES OPPORTUNITIES IN SENEGAL

North America through the network TELEGLOBE Canada Sub-regional Connectivity via: fiber optic guard wire (OPGW) 2.

4 D- C Senegal's Comparative Advantages in ICTs and Teleservices Senegal has enjoyed a growing international reputation and is among the destination of choice for outsourcing. For years, many developing countries have actively and successfully engaged in the promotion of the ICT and Teleservices sector. As a case in point one could name, among others, India, Malaysia, Morocco, Mauritius, and Tunisia. Like these countries, Senegal has a real part to play in the sector. The 2009 report issued by the US-based consulting firm AT KEARNEY on offshoring strategy (outsourcing of IT services), confirms the competitiveness of Senegal who won 13 seats to rank 26, ahead of competitors such as Morocco (30th), or South Africa (39th). Senegal's competitive advantages in the ICTs and Teleservices sector include: - Linguistic asset with regard to French contractors - The Quality of its telecommunications infrastructures - The Geographical and cultural proximity with Western customers, particularly those based in the European market. - A Very good command of the French language - The Quality and competitiveness of its workforce - Potential for a development of value-added IT services (Engineering and Development of Computer Science, Information Systems Integration, Development and Editing of software applications, data processing and Tele-entry, Application Management, Application Development Mobile etc.); 4 ICT AND TELESERVICES OPPORTUNITIES IN SENEGAL

As a case in point one could name, among others, India, Malaysia, Morocco, Mauritius, and Tunisia. Like these countries, Senegal has a real part to play in the sector.

5 ICT, a powerful growth acceleration vector The National Agency for the Regulation of the Posts and Telecommunications (ARTP) guarantees a fair competition for the benefit of the users of the telecommunication networks and services. A secured legal and regulatory framework : The complete liberalization of the telecommunication sector in July 2004 A New Telecommunication Code adopted in 2011 Orientation Law N on the Information socie ty Law N on cryptology Law N on on-line transactions Law N on cyber crime Law N on the protection of personal data Definition of the number of temporary contracts (6 March 2008 decree) Specific adjustments of the working hours:: Continuous functioning 7 days a week Individualization of working hours Over-passing of daily hours An additional of 500 hour overtime per worker E- Investment Opportunities in the ITCs and Teleservices Business Process Outsourcing Business Process Outsourcing (BPO) is a king externalization of the job processes of one organization to another/other external contractors or the externalization of the functional services of a firm or administration. This BPO market is segmented in several offers: : Human Resources function The Accounting and Financial function The Purchases The Customer Relation ( or CRM for Customer Relationship Manager ) The Translation The Transcription Document typing The Digitization FICHE D OPPORTUNITES TIC ET TELESERVICES

A secured legal and regulatory framework : The complete liberalization of the telecommunication sector in July 2004 A New Telecommunication Code adopted in 2011 Orientation Law N 2008-10 on the

Call Centers The Call Center is a platform of rational management which manages at distance away incoming or outgoing communications from customers and prospects of the firm thanks to

6 Call Centers The Call Center is a platform of rational management which manages at distance away incoming or outgoing communications from customers and prospects of the firm thanks to computer-telephony integration (CTI), a whole range of techniques enabling the implementation of applications based on an intra-functioning of information technology and telephony software. The Call Center optimizes the telephony tool and its connections with the computer and other media including (fax, minitel, Internet, Intranet, SMS, Wap etc.) The processes are broken up in activities including call emission or reception with segments cited as follows. : W eb c al l bac k St andar d ex t er nal is é Rec ou vr ement c l ient H el pdes k T ec h niqu e Aide à l a vent e/ T él évent e H ot l ine T él émar ket ing SAV I nf o r mat ions pr odu it s / s er vic es Pr is e de c oo r données Su ivi de c ommande Qu al if ic at ion de f ic h ier s Su ppor t t ec h niqu e Engineering and IT Development Dét ec t ion de pr oj et s Su ppor t c ommer c ial Pr is e de r endez- vou s Cel l u l e d'inf or mat ion Pr is e de c ommande T él évent e Campagne de f idél is at ion Ges t ion des r éc l amat ions Fidél is at ion c l ient As s is t anc e t ec h niqu e T él épr os pec t ion As s is t anc e c ommer c ial e Enqu ê t es de s at is f ac t ion IT Development gathers all the techniques used to computerize the entities of a firm. It is a range of processes enabling to go from the expression of an IT need to a reliable and functional software. Engineering and IT Development is the area that requires more expertise from the workforce as it includes : Dével oppement s s péc if iqu es Dével oppement w eb Dével oppement appl ic at ions mobil es Dével oppement appl ic at if déc is ionnel Dével oppement c l ient / s er veu r Tier c e Maint enanc e Appl ic at ive I nt égr at ion de s ys t ème Pl at ef or me de t es t (s éc u r it é, t es t d'int ru s ion) Su ppor t Rec her c he & Dével oppement (R&D)

The Call Center optimizes the telephony tool and its connections with the computer and other media including (fax, minitel, Internet, Intranet, SMS, Wap etc.

INFORmATION SOCIETY OUTLOOK

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