towards_sustainable_outsourcing

FOREWORDBYNANDANNILEKANITOWARDSSUSTAINABLEOUTSOURCING:ARESPONSIBLECOMPETITIVENESSAGENDAFORIT-ENABLEDSERVICESPreparedbyOshaniPerera(IISD),PaulBegley(AccountAbility)AlexMacGillivray(AccountAbility)ContributionbyRafiqDossani03.2009TOWARDSSUSTAINABLEOUTSOURCING:ARESPONSIBLECOMPETITIVENESSAGENDAFORIT-ENABLEDSERVICESABOUTTHEORGANISATIONSTheInternationalInstituteforSustainableDevelopment(IISD)isaCanadian-basednot-for-profitorganisationwithadiverseteamofmorethan150peoplelocatedinmorethan30countries.Throughourdynamicportfolioofprojects,wepartnerwithmorethan200organisationsthroughouttheworld.IISDisinthebusinessofpromotingchangetowardssustainabledevelopment.Asapolicyresearchinstitutededicatedtoeffectivecommunicationofourfindings,weengagedecision-makersingovernment,business,NGOsandothersectorsinthedevelopmentandimplementationofpoliciesthataresimultaneouslybeneficialtotheglobaleconomy,theglobalenvironmentandtosocialwell-being.Inthepursuitofsustainabledevelopment,wepromoteopenandeffectiveinternationalnegotiationprocesses.Andwebelieveferventlyintheimportanceofbuildingourowninstitutionalcapacitywhilehelpingourpartnerorganizationsinthedevelopingworldtoexcel.AccountAbilityãoPauloandWashingtonestablishedin1995topromoteaccountabilityinnovationsthatadvancesustainabledevelopment.AccountAbilityworkswithbusiness,governmentandcivilsocietyorganisationstoadvanceresponsiblebusinesspractices,andthegovernanceofcollaborationsbetweenpublicandprivateinstitutions.TOWARDSSUSTAINABLEOUTSOURCING:ARESPONSIBLECOMPETITIVENESSAGENDAFORIT-ENABLEDSERVICESFOREWORDBYNANDANNILEKANIPreparedbyOshaniPerera(IISD),PaulBegley(AccountAbility)AlexMacGillivray(AccountAbility)ContributionbyRafiqDossani©2009InternationalInstituteforSustainableDevelopment(IISD)PublishedbytheInternationalInstituteforSustainableDevelopmentTheInternationalInstituteforSustainableDevelopmentcontributestosustainabledevelopmentbyadvancingpolicyrecommendationsoninternationaltradeandinvestment,economicpolicy,climatechange,measurementandassessment,andnaturalresourcesmanagement.ThroughtheInternet,wereportoninternationalnegotiationsandshareknowledgegainedthroughcollaborativeprojectswithglobalpartners,resultinginmorerigorousresearch,capacitybuildingindevelopingcountriesandbetterdialoguebetweenNorthandSouth.IISD‘svisionisbetterlivingforall—sustainably;itsmissionistochampioninnovation,enablingsocietiestolivesustainably.IISDisregisteredasacharitableorganizationinCanadaandhas501(c)(3)statusintheUnitedStates.IISDreceivescoreoperatingsupportfromtheGovernmentofCanada,providedthroughtheCanadianInternationalDevelopmentAgency(CIDA),theInternationalDevelopmentResearchCentre(IDRC)andEnvironmentCanada;andfromtheProvinceofManitoba.TheInstitutereceivesprojectfundingfromnumerousgovernmentsinsideandoutsideCanada,UnitedNationsagencies,foundationsandtheprivatesector.InternationalInstituteforSustainableDevelopment161PortageAvenueEast,6thFloorWinnipeg,ManitobaCanadaR3B0Y4Tel:[phone]Fax:[phone]E-mail:[e-mail]::ARESPONSIBLECOMPETITIVENESSAGENDAFORIT-ENABLEDSERVICES1CONTENTSKEYFINDINGS4CHAPTER1TowardsSustainableOutsourcing3.07CHAPTER2SixDriversforSustainableCompetitivenessintheITESSector172.1CreatingaResponsibleBusinessClimate182.2SmartPhilanthropyBPO@BOP382.3BuildingTalent392.4BusinessStandardsandComplianceforITESSustainability492.5ProductandServiceInnovation:CompetingforSustainableDevelopment582.6TheContributionofITEStoLow-CarbonProsperity60CHAPTER3ConclusionsandanAgendaforOutsourcing3.0752ABOUTTHEAUTHORSOshaniPereraisaProgrammeOfficerattheInternationalInstituteforSustainableDevelopmentAlexMacGillivrayistheHeadofProgrammesatAccountAbilityPaulBegleyisaSeniorResearcheratAccountAbilityACKNOWLEDGEMENTSThisprojecthasbeenfundedbytheNorwegianAgencyforDevelopmentCooperation(Norad).Theauthorsacknowledgethemanystakeholderswhocontributedtothesuccessofthisproject,especiallyMarkHalle,ExecutiveDirector,IISDEurope;RafiqDossani,StanfordUniversity;SachinJoshi,CII-ITCCentreforSustainableDevelopment;RumaThavorath,WorldBank;KennethP.Thomas,UniversityofMissouri;andNandiniSrinivasan,independentITESconsultant.WewouldalsoliketothankKateIves,CaraGallen,ElenaZayakova,MayaForstaterandFernandaPolacowatAccountAbility;DavidHayesofOpenDemocracy;VinayRaoatInfosysTechnologiesLtd.;andDamonVis-DunbarandClaritaMartinetFayatIISD.3IamdelightedthatourfriendsattheInternationalInstituteforSustainableDevelopmenthaveputremarkableefforttopublishthisreportonsustainableInformationTechnologyEnabledServices(ITES).Itisparticularlyatimelycontributiongiventhattherecoveryoftheglobaleconomywillbringforthnewideasandapproaches,someofwhichhavebeencoveredinthisreport.Ialsohopethatthiswillbejustthefirstofmanyfuturecontribu