Outsourcing Report (Revised Graphics)

State of the Human Resources Outsourcing Industry 2010 SO00003-001/ Published 12/2010

© The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied Page 1

THE BLACK BOOK OF OUTSOURCING1

State of the Human Resources Outsourcing Industry 2010

Overview of the Global Human Resources Outsourcing Industry

Reference Code: SO00003-001

Publication Date: December 2010 This is an abridged version of the report prepared for Aon Hewitt by the Black Book of Outsourcing.

OVERVIEW

Introduction

The global human resources outsourcing (HRO) market activity picked up in 2010, following a slump in the overall

outsourcing market in 2008 and 2009. The contract activity in the market has shown an increase in terms of the number of

small deals. This report combines primary research on customer satisfaction with assessments of market activity to present

a multifaceted view of the outsourcing industry today.

Summary

This report finds that most users of outsourced services are satisfied with the service delivered by outsourcing vendors.

The providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tend to be niche players which

focused on specific service areas and sectors. A larger scale of operation (in terms of revenues) did not assure a company

a higher rating in customer satisfaction. The manufacturing sector accounted for the most number of contracts in 2009.

However, the local governments contributed the highest aggregate contract value. This market is increasingly tending

towards contracts with smaller value and focused service providers.

The findings in this report are as follows:

• Outsourcing is viewed positively by the majority of users.

• The US was the largest contributor to HRO activity in terms of total contract value during 2006–09, followed

by the UK.

• In 2010, various small vendors and those based in India won their first contracts since 2006.

• There has been no mega deal, in terms of a contract valued at more than $1bn, since 2008. 1 Page 11 of this document is referred to in The Video Tutorial on Graphics at ProsWrite. It was adapted from a report produced by the Datamonitor Group (downloaded on 7/29/12).

http://proswrite.com/2012/07/21/the-video-tutorial-on-graphics/

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Overview

• A number of major mergers and acquisitions (M&A) took place 2009 and 2010; furthermore, 2011 is

expected to be driven by acquisition of niche companies with vertical specific software capabilities by BPO

players.

Methodology

The 2010 Black Book of Outsourcing survey focused on measuring customer satisfaction with outsourced service provision

at the point of consumption.

The survey was conducted online from April 28 to August 4, 2010 and consisted of questions regarding:

• personal details

• firmographic details

• nature of relationship with outsourcer

• details of services provided by outsourcer

• rating of satisfaction across nine criteria (see below)

• importance of criteria investigated.

Satisfaction criteria

The criteria chosen for the survey were selected based on analysis by Datamonitor of propositions offered to clients by

providers of outsourced services. Criteria were selected that comply with the following factors:

• relevance to customer satisfaction

• commonly proposed as capabilities of outsourced service providers

• answerable by respondents with different relationships with outsourced service providers.

Based on this analysis, the criteria chosen for investigation in the survey were:

• requirements awareness

• shared goals

• financial benefits

• risk mitigation

• partnership approach

• problem resolution

• corporate reputation

• skills and resources

• future orientation.



Overview

Questionnaire design

In compliance with Datamonitor primary research standards, a Likert-type scale was used to measure responses to

questions related to the nine satisfaction criteria. This scale offered six choices of response to single-purpose questions:

• "strongly agree"

• "agree"

• "disagree"

• "strongly disagree"

• "neither agree nor disagree"

• "don’t know"

The use of five "informed" response options in addition to a "don’t know" option avoids placing respondents in a position

where they are forced to provide an answer regardless of their experience. This allows respondents to accurately record

their satisfaction with the factors under consideration.

Most questions were compulsory and opportunities were provided to record unscripted comments related to each of the

criteria investigated.



Executive Summary

EXECUTIVE SUMMARY

Niche players doing well on customer satisfaction

The list of the top 10 providers for customer satisfaction is dominated by niche players, leaving behind many prominent

brands in the outsourcing industry. Key reasons for larger players not leading the list of top providers is their handling of

larger, more complex assignments, as well as clients' preference for vendors with sector/domain specific capabilities. In

larger, more complex assignments, the priority of the large players shifts away from "building customer satisfaction" to

"getting the job done." As the niche vendors often provide support for services that are more specific in nature, they have

the ability to look deeper into these areas, thus building a belief that specialists can provide a better service.

Core HRO vendors expanding their delivery capabilities in offshore/ nearshore locations

The top 10 list for the 2010 customer satisfaction survey includes five vendors that can be described as core HRO

providers. These firms are involved in offering benefits administration, recruitment and staffing, performance management,

records management, payroll, and training and development services. Most of these firms are planning to establish or

expand their delivery centers in offshore countries such as India, as well as nearshore locations such as Brazil.

The US and the UK are the largest HRO markets during 2006–10

The US and the UK accounted for majority of contracts signed by number during 2006–10. Furthermore, these countries

also accounted for most of the aggregate contract value during 2006–09, with the US being the leader. Another interesting

fact is that HR outsourcing activity increased in Germany and Japan during 2010 after a gap of several years.

Impressive performance by small vendors

In 2010, various small vendors, including SourceRight Solutions, TDS Group, Harvey Nash, Integreon, Genpact and

Infosys Technologies (Infosys BPO), won their first contracts since 2006. Some of these players have significant India

based competencies. Various factors including increasing demand from small and medium enterprises (SMEs), developing

markets and change in policies, such as the UK government's restriction on the size of the public sector contracts, are

influencing this trend.

Focus on SME market for growth

HRO vendors have been focusing on SMEs for their growth in recent years. They are employing a combination of organic

and inorganic growth strategy to achieve this objective. An increasing need for cost optimization among smaller clients and

vendors' expansion in developing markets are acting as the driving forces for this target market.



Executive Summary

Increasing consolidation in the HRO market

The mergers and acquisitions (M&A) in recent times centered on HRO businesses of HP, Hewitt Associates (now known as

Aon Hewitt), Convergys, and ACS. Furthermore, the next phase of M&A in 2011 is to be driven by BPO players acquiring

niche players with potential software for development into vertical specific solution.



Table of Contents

TABLE OF CONTENTS

Overview 1

Introduction 1

Summary 1

Methodology 2

Executive Summary 4

Niche players doing well on customer satisfaction 4

Core HRO vendors expanding their delivery capabilities in offshore/ nearshore locations 4

The US and the UK are the largest HRO markets during 2006–10 4

Impressive performance by small vendors 4

Focus on SME market for growth 4

Increasing consolidation in the HRO market 5

2010 Survey Findings: Overall Satisfaction 9

Overall satisfaction ranking for the HRO industry 9

Overall satisfaction ranking for the RPO industry 10

Overall satisfaction ranking for benefits administration 11

Survey Findings 2010: Performance Criteria 12

Overview 12

Requirements awareness 13

Shared goals 14

Financial benefits 15

Risk mitigation 16

Partnership approach 17

Problem resolution 18

Corporate reputation 19

Skills and resources 20

Future orientation 21

Aon Hewitt 22

Business description 22

Revenue analysis 22



Table of Contents

Clients 23

Major services and solutions 24

Key facts 24

Recent developments 25

Methodology 26

Further reading 26

Ask the analyst 26

Disclaimer 26



Table of Contents

TABLE OF TABLES

Table 1: Scoring key for overall satisfaction ranking 9

Table 2: Ranking of global HRO service providers for overall satisfaction 10

Table 3: Ranking of global RPO service providers for overall satisfaction 11

Table 4: Ranking of benefits administration service providers for overall satisfaction 11

Table 5: Scoring key for performance criteria questions 12

Table 6: Ranking of global HRO service providers for requirement awareness 13

Table 7: Ranking of global HRO service providers for shared goals 14

Table 8: Ranking of global HRO service providers for financial benefits 15

Table 9: Ranking of global HRO service providers for risk mitigation 16

Table 10: Ranking of global HRO service providers for partnership approach 17

Table 11: Ranking of global HRO service providers for problem resolution 18

Table 12: Ranking of global HRO service providers for corporate reputation 19

Table 13: Ranking of global HRO service providers for skills and resources 20

Table 14: Ranking of global HRO service providers for future orientation 21

Table 15: Aon Hewitt: revenue breakdown ($m), 2008–09 23

Table 16: Aon Hewitt: major services and solutions 24

Table 17: Aon Hewitt: key facts 24



Survey Findings 2010: Overall Satisfaction

Overall satisfaction ranking for the HRO industry One question in the survey dealt specifically with overall satisfaction. The response options available and scores attributed to each are shown in Table 1 below.

Table 1: Scoring key for overall satisfaction ranking

Very satisfied 5

Satisfied 4

Neither satisfied nor dissatisfied 3

Dissatisfied 2

Very dissatisfied 1

Source: Black Book of Outsourcing BLACK BOOK OF OUTSOURCING

For the human resource outsourcing (HRO) industry, a minimum of five responses was required for inclusion as a candidate in the list of leading service providers. This created a pool of 12 candidate service providers, the leading ten of which are shown in Table 2 in ranked order. The maximum score attainable was 5.00 and the minimum score attainable was 1.00. All score are shown to two decimal places.



© The Black Book of Outsourcing. This report is a licensed product Page 10

Table 2: Ranking of global HRO service providers for overall satisfaction

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

4.57

2 Capgemini 4.25

3 Adecco 4.10

4 Randstad 4.00

5 HP 3.88

6 ADP 3.84

7 Manpower 3.76

8 IBM 3.65

9 Accenture 3.46

10 Paychex 3.40


The remaining candidate service providers in the HRO industry were Xchanging and Hays. They ranked 11th and 12th, respectively.

Table 1. xyz

x y z

Table 2. xyz

x y z




Overall satisfaction ranking for the RPO industry

An overall satisfaction table graphic for the recruitment process outsourcing (RPO) industry is shown below in Figure 1. The results are based on a sub-set of responses to the HRO portion of the survey. The maximum score attainable was 5.00 and the minimum score attainable was 1.00. Results are shown only for those respondents who indicated that they use their HRO service provider for recruitment and candidate assessment. A minimum of five responses was required for inclusion as a candidate in the list of leading RPO service providers. This created a pool of nine candidate service providers for the RPO industry. All of these candidates are shown in ranked order.

Figure 1. Capgemini ranked first in satisfaction among the nine RPO providers in 2010.

Overall satisfaction ranking for benefits administration

An overall satisfaction table graphic for the benefits administration segment within the HRO industry is provided below in Figure 2. The results are based on a sub-set of responses to the HRO portion of the survey; specifically, they include those respondents who indicated that they use their HRO service provider for benefits administration. A minimum of five responses was required for inclusion as a candidate in the list of leading service providers. This created a pool of six candidates for the benefits administration segment of the survey. .

Capgemini Adecco Randstad IBM HP Manpower

Accenture

Xchanging

Hays

1

1.5

2

2.5

3

3.5

4

4.5

5

Aver

age

Satis

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Ratin

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Hig

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Service Providers



VENDOR PROFILES

3: Ranking of global RPO service providers for overall satisfaction

SURVEY FINDINGS 2010: PERFORMANCE CRITERIA

Overview

The following tables use data from all responses to the HRO portion of the 2010 Black Book of Outsourcing survey.

Nine performance criteria were examined in the 2010 Black Book of Outsourcing survey:

• requirements awareness

• shared goals

• financial benefits

• risk mitigation

• partnership approach

• problem resolution

• corporate reputation

• skills and resources

• future orientation

These performance criteria were chosen based on an analysis of the sales propositions that service providers use to

describe their services to clients and prospective clients. Accordingly, the survey aimed to investigate how service

providers perform against these promises that they make.

For each performance criterion, multiple single-purpose statements were put to respondents for their evaluation. The

possible responses to each of these statements and the scores assigned to each are outlined in Table 5 below. "Don't

know" responses were not included when calculating average scores. In order to qualify for inclusion in the performance

criteria rankings displayed below, service providers required a minimum of five responses.

Table 5: Scoring key for performance criteria questions

Strongly agree 5

Agree 4

Neither agree nor disagree 3

Neither agree nor disagree 3

Disagree 2

Strongly Disagree 1

Don't know 0


The following sections present the average scores of all qualifying service providers for each of the nine performance

criteria.



VENDOR PROFILES

Requirements awareness

Statements for the consideration of respondents in relation to this performance criterion were:

• "My vendor displays a good understanding of my organization's current requirements."

• "My vendor understands my organization."

• "My vendor understands the sector in which my organization operates."

• "I understand the factors that motivate my vendor."

• "In my interactions with my vendor our respective roles are clearly understood."

The name of the respondent's chosen vendor was automatically inserted in the statements above by the online survey

tools. Table 6 displays the average score, based on responses to the statements above, received by each of the qualifying

service providers in this survey.

Table 6: Ranking of global HRO service providers for requirement awareness

5DQN 6HUYLFH SURYLGHU $YHUDJH UDWLQJ

1 Aon Hewitt 4.13

2 Capgemini 4.00

3 HP 3.96

4 Adecco 3.95

5 Randstad 3.80

6 Accenture 3.75

7 ADP 3.73

8 Manpower 3.68

9 Paychex 3.64

10 IBM 3.57

11 Xchanging 3.49

12 Hays 3.26




VENDOR PROFILES

Shared goals


• "My vendor's objectives and my objectives are well aligned."

• "My vendor understands what I need to do my job effectively."

• "Services provided by my vendor are in accordance with my organization's current requirements."

• "My vendor is rewarded according to how good its service is."

• "My vendor is penalized if it provides bad service."




Table 7: Ranking of global HRO service providers for shared goals

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

3.85

2 Adecco 3.75

3 HP 3.58

4 Capgemini 3.57

5 Manpower 3.47

6 Accenture 3.44

7 ADP 3.43

7 Randstad 3.43

8 IBM 3.38

9 Paychex 3.26

10 Xchanging 2.94

11 Hays 2.92




VENDOR PROFILES

Financial benefits


• "Cost savings from outsourcing to my vendor are obvious to me."

• "Cost savings from outsourcing to my vendor are obvious to my organization."

• "Outsourcing to my vendor helps my organization be more productive."

• "Outsourcing to my vendor saves money for my organization today."

• "Outsourcing to my vendor will save money for my organization in one year's time."

• "Prices charged by my vendor compare favorably with other similar providers."

• "In-house delivery of these services would be too costly."




Table 8: Ranking of global HRO service providers for financial benefits

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

3.81

2 Capgemini 3.64

3 Manpower 3.58

3 IBM 3.58

4 HP 3.55

5 Paychex 3.51

6 Adecco 3.50

7 Randstad 3.42

8 ADP 3.38

9 Hays 3.34

10 Accenture 3.32

11 Xchanging 3.28




VENDOR PROFILES

Risk mitigation


• "Outsourcing to my vendor helps my organization comply with regulations."

• "I feel comfortable entrusting mission-critical activities to my vendor."

• "My vendor takes appropriate security measures."

• "Outsourcing to my vendor reduces risk for my organization."




Table 9: Ranking of global HRO service providers for risk mitigation

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

4.19

2 ADP 3.97

3 Capgemini 3.91

4 Adecco 3.77

5 Paychex 3.60

6 Randstad 3.51

7 IBM 3.47

8 HP 3.44

9 Manpower 3.42

10 Xchanging 3.34

11 Accenture 3.25

12 Hays 2.87




VENDOR PROFILES

Partnership approach


• "My vendor is interested to hear what I think of its services."

• "My vendor makes a genuine effort to understand my opinion."

• "My vendor uses my feedback constructively."

• "My vendor always acts in the best interests of our relationship."

• "My vendor partners effectively with other providers used by my organization."

• "I regard my vendor as a valued business partner."


tools. Table 10 displays the average score, based on responses to the statements above, received by each of the

qualifying service providers in this survey.

Table 10: Ranking of global HRO service providers for partnership approach

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

4.24

2 Adecco 3.85

3 Capgemini 3.75

4 HP 3.58

5 Randstad 3.54

6 Manpower 3.46

7 Xchanging 3.45

8 ADP 3.41

9 IBM 3.39

10 Accenture 3.28

11 Paychex 3.00

12 Hays 2.89




VENDOR PROFILES

Problem resolution


• "My vendor is committed to quality."

• "My vendor deals with unexpected events effectively."

• "My vendor deals with unexpected events promptly."

• "When problems arise my vendor investigates the causes thoroughly."

• "My vendor acts effectively to eliminate the recurrence of problems."


tools. Table 11 displays the average score, based on responses to the statements above, received by each of the

qualifying service providers in this survey.

Table 11: Ranking of global HRO service providers for problem resolution

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

4.10

2 Capgemini 3.85

3 Adecco 3.60

4 ADP 3.56

5 Xchanging 3.53

6 Manpower 3.49

7 IBM 3.41

8 Randstad 3.40

9 Accenture 3.38

10 HP 3.30

11 Paychex 3.28

12 Hays 2.79




VENDOR PROFILES

Corporate reputation


• "My vendor cares about its employees' welfare."

• "My vendor adheres to the highest ethical standards."

• "My vendor is a financially stable company."

• "My vendor is environmentally responsible."

• "My vendor is a company with a good reputation as an outsourcer."

• "My vendor is a company that I would like to work for."


tools.

Table 12 displays the average score, based on responses to the statements above, received by each of the qualifying


Table 12: Ranking of global HRO service providers for corporate reputation

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

3.99

2 Capgemini 3.85

3 Adecco 3.82

4 ADP 3.70

5 HP 3.65

6 Randstad 3.63

7 Manpower 3.58

8 Accenture 3.54

9 IBM 3.41

10 Hays 3.25

11 Xchanging 3.10

12 Paychex 2.78




VENDOR PROFILES

Skills and resources


• "My vendor has ready access to the technical skills it needs."

• "My vendor has ready access to the business skills it needs."

• "My vendor uses relevant technology to good effect for my organization."

• "My vendor uses relevant technology efficiently."


tools.



Table 13: Ranking of global HRO service providers for skills and resources

5DQN

1

6HUYLFH SURYLGHU

Aon Hewitt

$YHUDJH UDWLQJ

4.00

2 Accenture 3.87

3 ADP 3.83

4 Adecco 3.80

4 Paychex 3.80

5 Capgemini 3.75

6 Hays 3.70

7 Manpower 3.67

8 IBM 3.66

9 HP 3.63

10 Randstad 3.49

11 Xchanging 3.27




VENDOR PROFILES

Future orientation


• "My vendor displays a good understanding of my organization's future requirements."

• "My vendor is an innovative service provider."

• "12 months from today, my vendor's service will be better than it is today."

• "12 months from today, my vendor will still be in business."

• "As my organization's requirements change over time, my vendor will adapt its services accordingly."


tools.



Table 14: Ranking of global HRO service providers for future orientation

5DQN

1

6HUYLFH SURYLGHU

Capgemini

$YHUDJH UDWLQJ

3.92

2 Aon Hewitt 3.87

3 ADP 3.67

4 HP 3.61

5 Accenture 3.59

5 Adecco 3.59

6 Manpower 3.52

7 Randstad 3.45

8 IBM 3.44

9 Paychex 3.36

10 Xchanging 3.24

11 Hays 3.03




VENDOR PROFILES

AON HEWITT

Business description

Aon Hewitt (previously Hewitt Associates) provides human capital consulting and outsourcing solutions. The company

works with companies to design, implement, communicate and administer a wide range of HR, retirement, investment

management, health care, compensation and talent management strategies. The company has offices in over 90 countries

across Americas, Europe, the Middle East and Africa, and Asia Pacific. In October 2010, Hewitt Associates was acquired

by Aon Corporation. Subsequently, Hewitt was renamed as Aon Hewitt and became a business unit of Aon.

Aon Hewitt's HRO offerings include the following: workforce administration, payroll, and employee benefits services;

learning and development services; total rewards planning and design; hiring and relocation services; recruitment process

and staffing outsourcing; absence management; flexible spending account administration; dependent audit services; and

supplier management and workforce analytics.

Aon Hewitt operates through three business segments: benefits outsourcing, consulting and HR BPO.

• The benefits outsourcing segment provides management tools to companies to make decisions related to

improving quality and reducing the cost of their healthcare and retirement benefits. The segment's main

solutions include defined benefit plan administration, defined contribution plan administration, health and

welfare plan administration, and post-65 retiree health care exchange. It also offers health and welfare

services built on the core benefits administration platform added through the acquisition of RealLife HR in

2007 and its proprietary health and welfare enterprise solution. The segment's other service offerings

include defined benefit plan administration, defined contribution plan administration, health and welfare plan

administration, and point solutions, including absence management, participant advocacy, flexible spending

account administration, claims and appeals, your total rewards, and dependent audit.

• The consulting segment is engaged in defining strategies and designing HR programs for acquiring,

managing, motivating and retaining employees. The company provides benefits, talent, compensation and

investment management solutions to more than 3,000 clients across the globe. The segment's service

offerings include retirement and financial management consulting, talent and organization consulting, and

health management consulting. The consulting services are closely aligned with benefits outsourcing

services. In addition, the segment provides customized communication services in all of its service areas,

including benefits outsourcing and HR BPO.

• HR BPO segment provides services for clients to manage employee data; administer benefits, payroll and

other HR processes; and record and manage transactions across talent management, workforce

management and other core HR process transactions. Aon Hewitt also provides web-based tools for self-

management of a wide range of HR programs by employees, managers and HR professionals. In addition,

it also provides call centers for interactions and transactions requiring personal assistance.

Revenue analysis

Aon Hewitt recorded revenue of $3,003.8m during the financial year ended September 2009 (FY2009), a decrease of 4.7%

over 2008.



VENDOR PROFILES

Table 15: Aon Hewitt: revenue breakdown ($m), 2008–09

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Benefits outsourcing 1,550.1 1,550.0 -0.006%* 51.0%

Consulting 1,094.3 1,011.8 -7.5% 33.3%

HR BPO 554.9 479.7 -13.6% 15.8%

Sub total 3,199.3 3,041.5 -4.9% 100.0%*

Intersegment revenues (47.9) (37.7) - -

Total 3,151.4 3,003.8 -4.7% 100.0%*

* Rounded off

The financial information provided above is related to the Aon Hewitt's predecessor company Hewitt Associates. Since Aon Hewitt is a business unit of Aon from October 2010, it may not publish its financial results in the coming years.


Clients

The company’s client base includes International Paper, Florida State Board of Administration, PepsiCo, Marriott, Duke

Energy, Rockwell Automation, Thomson-Reuters, Centrica, Catholic Health Initiatives, and Rogers Communications.



VENDOR PROFILES

Major services and solutions

Table 16: Aon Hewitt: major services and solutions

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Health and benefits

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Defined benefit plan administration

+5 %32

Workforce administration

Global benefits Defined contribution plan administration Payroll

Retirement Health and welfare plan administration Learning and development services

Investment consulting Post-65 retiree health care exchange Performance management services

Compensation Total rewards planning and design

Talent and organization Recruitment process and staffing outsourcing

Communication Absence Management

Corporate transactions Flexible spending account administration

Dependent audit services

Advocacy services

Compliance services

Supplier management

Workforce analytics


Key facts

Table 17: Aon Hewitt: key facts

Head office 100 Half Day Road

Lincolnshire Illinois–

60069 3342

US

Phone 1 847 295 5000

Fax 1 847 295 7634

Web address http://www. aonhewitt.com/


http://www/



VENDOR PROFILES

Recent developments

• In October 2010, Hewitt was acquired by Aon Corporation. Subsequently, it was renamed as Aon Hewitt

and became a business unit of Aon. This acquisition significantly expanded the company's presence to over

90 countries. In September 2010, Hewitt integrated Thomson Reuters Micromedex into its suite of clinical

advocacy services. Through Micromedex, a source of evidence-based reference information for drug,

disease, toxicology and patient education, Hewitt's advocacy clinicians will provide access to information to

help employees and their family members.

• HRAdvance, a dependent eligibility audit provider, was acquired by Hewitt in May 2010. The acquisition will

allow Hewitt to strengthen and leverage HRAdvance's dependent eligibility offerings. In the same month,

Hewitt and Salary.com, a provider of on-demand talent management, payroll and compensation solutions,

joined forces to offer joint compensation technology and consulting solutions to each company's customers

and prospects.

• In March 2010, Hewitt launched The Acumena Centre, a research and innovation centre dedicated to the

development of Arab national talent across the Middle East. In the same month, the company acquired

Senior Educators, a web-based retiree medical insurance exchange that provides assistance to Medicare

recipients seeking supplemental insurance products. In February 2010, Hewitt expanded its benefit

consulting expertise by combining the benefits consulting business of Jack Chute of John Chute &

Associates. In January 2010, Hewitt added participant advocacy services to its absence management

solution. In the same month, the company merged its operations in Germany into one legal entity, Hewitt

Associates (now known as Aon Hewitt), with head office in Munich. This transaction included previously

acquired BodeHewitt business.

• In July 2009, Hewitt acquired the remaining interest in BodeHewitt, a German pensions and benefits

consulting specialist, from Bayerische Hypo- und Vereinsbank. In March 2009, the company and Financial

Engines entered into an alliance to offer integrated retirement advisory services.



VENDOR PROFILES

Methodology

• The 2010 Black Book of Outsourcing Survey was an online survey measuring customer satisfaction with

outsourcing and outsourced service providers. A full description of the survey methodology can be found on

Datamonitor's website: www.theblackbookofoutsourcing.com.

• Additional material was sourced from research published by Datamonitor's ongoing research programs in

related topic areas.

Further reading

Black Book of Outsourcing (2010) State of Outsourcing Industry 2010, September 2010, SO00001-001

Ovum (2010) India and China: which will be the outsourcing powerhouse in the 21st century? OVUM052607

Datamonitor (2010) Global - Human Resource & Employment Services, 0199-2321

Retail Applications & BPO Interactive Model 2009 – 2014 (Interactive Model), IMTC0339

Ask the analyst

The Black Book of Outsourcing research team

[email protected]

Disclaimer

All Rights Reserved.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form by any means,

electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of the publisher, Datamonitor.

The facts of this report are believed to be correct at the time of publication but cannot be guaranteed. Please note that the

findings, conclusions, and recommendations that Datamonitor delivers will be based on information gathered in good faith

from both primary and secondary sources, whose accuracy we are not always in a position to guarantee. As such

Datamonitor can accept no liability whatever for actions taken based on any information that may subsequently prove to be

incorrect.

http://www.theblackbookofoutsourcing.com/

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