Robert Nash, Helpware CEO
Helpware, a global leader in Business Process Outsourcing (BPO), has welcomed Uganda’s newly launched BPO policy, hailing it as a transformative step in positioning the country as a major outsourcing hub in Africa.
Speaking at a media briefing in Kampala, Helpware CEO Robert Nash said the policy provides a structured framework that strengthens Uganda’s position in the global BPO market.
“Now that Uganda has a structured policy and tangible infrastructure in place, the country’s reputation as a competitive BPO destination is being solidified,” Nash said.
“The policy’s focus on infrastructure, regulatory clarity, and incentives will be pivotal in attracting foreign investment and encouraging international businesses to set up operations here.”
The policy, launched by the Ministry of ICT and National Guidance, seeks to boost employment and attract global investment by enhancing Uganda’s digital infrastructure, regulatory environment, and workforce skills. It also aims to create over 150,000 BPO jobs by 2030.
Dr. Chris Baryomunsi, Minister for ICT and National Guidance, emphasized that the success of the policy would depend on its implementation.
“It’s important to ensure this policy translates into real employment for our youth,” he said. “BPO presents a significant opportunity for Uganda to integrate into the global digital economy.”
Dr. Rebecca Isabella Kiconco, Vice Chairperson of the BPO Council, stressed the need for international visibility and strategic partnerships.
“We need to be visible. Uganda has the potential to compete globally, but we must actively promote our strengths to attract business,” she said.
Uganda’s competitive edge
Nash noted that Uganda’s workforce presents a distinct advantage in the industry, describing it as highly adaptable, culturally aligned, and committed to quality service delivery.
“Having built BPO services across major global hubs—including India, the Philippines, Latin America, and the United States—I can confidently say Uganda’s workforce stands out for its loyalty and rapid integration of capabilities,” Nash added.
Helpware has already created hundreds of jobs in Uganda, with plans to expand further by adding 800 additional seats in its existing facilities.
Angella Kitandwe Kakumirizi, Vice President Africa for Helpware, said Uganda has a huge potential for the growth of BPO sector due to a growing tech-savvy youthful population and conducive economic environment.
“With its vibrant, young workforce and growing international recognition, Uganda is poised for a breakthrough. We, at Helpware, are already seizing this moment—creating jobs, empowering youth, and driving robust industry growth,” she said.
Challenges and future prospects
Despite the optimism, Nash pointed out challenges that need to be addressed, including high internet costs and limited bandwidth, which remain the highest among Helpware’s 18 global locations.
However, he acknowledged that the new policy includes measures to address these concerns, such as improved broadband access, ICT parks, and innovation hubs.
“While challenges remain, Uganda’s government has shown commitment to tackling these issues, and with the right investments, the country has the potential to become a powerhouse in the global outsourcing industry,” Nash said.
