Offshoring adopts performance contracts

60,000 new direct employees

18 billion dirhams export sales turnover for additional services

Presided over by the Head of Government, the ecosystems for the offshoring sector were launched on Thursday 5 May 2016 in Rabat. Performance contracts to accompany the deployment of the ecosystems were signed on this occasion by Mr. Moulay Hafid Elalamy and Mr. Mohammed Boussaid, together with Mr. Abdellatif Zaghnoun, Director General of the Caisse de Dépôt et de Gestion, Mr. Fouad Brini, President of the supervisory board of the Tangier Mediterranean Special Agency, Madame Saloua Karkri Belkeziz, President of the Federation of Information Technology, Telecommunications and Offshoring and Mr. Youssef Chraibi, president of the Moroccan Association of Client Relations.

The sectors concerned are:

  • CRM (Customer Relationship Management): activities for managing client relationships principally via contact centres;
  • BPO (Business Process Outsourcing): outsourcing business processes and job functions of a company
  • ITO (Information Technology Outsourcing): outsourcing occupations related to information technology (application development, infrastructure management, etc)
  • ESO (Engineering Service Outsourcing): outsourcing of engineering activities and R&D (industrial engineering, etc)
  • KPO (Knowledge Process Outsourcing): outsourcing strategic activities with a “knowledge” content and requiring expertise (sectoral data analysis, etc)

Stressing the importance of the offshoring sector to the national economy in terms of employment creation (63,000 jobs), particularly for the young, and the contribution to the balance of trade (8 billion dirhams), Mr. Elalamy confirmed that setting up these ecosystems will allow the sector to move upmarket through improving the competitiveness of its operators and targeting new channels with high added value.

He added that there is significant potential for the sector principally given the global growth of the market and the existence of structural trends favourable to Morocco, such as diversification of the covered sectors of activities.

Eventually these ecosystems will contribute to the creation of 60,000 new direct jobs, generate 18 billion dirhams of export sales turnover through additional services and tap into investments amounting to 1.5 billion dirhams.

These ecosystems will permit Morocco to position itself in the first tier of competition through a qualitative diversification and will foster balanced regional development and equitable state investment in the integrated industrial platforms dedicated to offshoring. They will also allow the sector to strengthen its social dimension through the employment of young people and the participation in recruitment of the disabled.

The development of the CRM sector, which forms the historic spearhead of offshoring in Morocco, with a leading role in terms of employment, aims to ensure a winning and sustainable position for Moroccan CRM in the new global competitive landscape and to strengthen its competitiveness.

The state support envisaged in the framework of performance contracts signed includes incentives aimed at improving the competitiveness of the actors and growth of the sector, training support, easier access to land and measures for data protection.

The state is also focussed on assisting start-ups and Moroccans residing abroad wanting to invest in their country and having developed an expertise in technological fields, in partnership with the National Agency for the Promotion of Small and Medium-sized Enterprises (ANPME) and the profession.