Title: Information and communication technology talent management alignment with outsourcing: case of a power company in Kenya

Authors: Christopher A. Moturi; Moses N. Ngugi

Addresses: School of Computing & Informatics, University of Nairobi, Nairobi, Kenya ' School of Computing & Informatics, University of Nairobi, Nairobi, Kenya

Abstract: Increase in ICT investments and new talent management strategies have seen companies adopt ICT outsourcing strategy to improve ICT performance and business value. Best practice in technology solutions requires an organisation to address issues of technology-enabled talent management. The elusive crucial link between ICT Talent Management (ICTTM) and ICT Outsourcing (ICTO) could greatly improve ICT Performance if effectively aligned. This paper developed a best practice model for effectively aligning ICTTM with ICTO for improved ICT performance. This research adopted case study approach amongst staff in HR, ICT and Customer Services functional areas in the Kenyan national power distributor, Kenya Power. Questionnaires were used for collecting data. Descriptive statistics and factor analysis were used for analysis. The findings helped to develop a model which on adoption would contribute to improved ICT Performance and achievement of Information Technology Enabled Services (ITES) and therefore enable businesses through improved quality services.

Keywords: ICT outsourcing; ICT talent management; ICT performance; BPO; business process outsourcing; ICT-enabled services; information and communications technology; information technology; case study; power companies; Kenya; power distribution; service quality.

DOI: 10.1504/IJSEM.2015.076319

International Journal of Services, Economics and Management, 2015 Vol.7 No.1, pp.1 - 23

Received: 10 Mar 2015
Accepted: 23 Sep 2015
Published online: 03 May 2016 *

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