December 2-4, 2019, Moscow, Marriott Novy Arbat Hotel

Over two working days, the forum was attended by more than 100 top managers and professionals of large enterprises of suppliers and customers of services working in the service sector, IT outsourcing and business processes. The partners of the forum were all the companies participating in the project of issuing a set of best outsourcing practices, including Sberbank-Service, Atos, Severstal-CES and others, as well as ITSK, Rostelecom-Solar, MIOTEH, Axus Group, Ai-Teco and Brother. Simultaneous interpretation was provided by Logrus Global.

The ASTRA10 forum was opened by Hero of Russia pilot-cosmonaut Sergey Ryazansky, who, in an inspirational hour-long presentation on personal examples and experience, revealed the connection of difficult work in space with business and the service industry. In the Russian part of the morning plenary session, leaders of Russian organizations who successfully implement large-scale transformational projects in the field of service and outsourcing organization delivered speeches: Alexey Evtushenko, Sberbank-Service, Sergey Emelchenkov, Russian Post, Kira Lapina, Severstal-CES, Edgars Puzo, Atos Russia . The plenary session of the forum was led by Sergey Makedonsky, president of the ASTRA association.

The overseas part of the ASTRA10 plenary session was no less stellar. The heads of all the largest international professional organizations working in the services and sourcing industry arrived in Moscow to congratulate the ASTRA association. Forum participants were introduced to global industry trends by Kerry Hallard, CEO of GSA Association (Great Britain), outsourcing guru Matt Shocklee, President of GSOS, Chairman of SIG Innovation Committee (USA), Rick Ostrander, Vice President of JD Associates, Authorized Trainer of COP Association IAOP (USA), Mindaugas Ubartas, General Director of InfoBalt Association (Lithuania). A video greeting to the forum participants was sent by Ninoshka Linde, member of the board of ALES (Latin America).
Within the framework of the forum, the first solemn ceremony of awarding the winners of the anniversary professional award “Service and Sourcing Stars” ASTRA10 @ SQ2020 was held. The awards in several nominations were received by the best companies, service and outsourcing professionals, authors of the best business books, as well as foreign partners of the ASTRA association. The ASTRA Professional Award will be awarded annually.
The session "Technological, business and organizational innovations in the field of services and outsourcing" also consisted of two parts. In the first part, Vladimir Frolov, Sberbank-Service, Kirill Pozdnyakov, IT-SK, Victoria Efimova, Severstal-CES and Anastasia Vinner, MIOTECH talked about business and organizational innovations of large suppliers and customers of IT outsourcing and business processes. In the second, technological, part of Terry Walby, Thoughtonomy presented the latest trends and digital tools in the field of RPA, AI&ML, Alexander Barinov, Rostelecom Solar, spoke about new solutions in the field of outsourcing of information security, Leonid Plekhanov, GET startup - about the innovative energy-technological service “Drone-as-a-Service”.
The first working day of the forum ended with a discussion with the heads of industrial associations and professional associations GSA (UK), InfoBalt (Baltics), Russoft, APKIT, the Kubit business association and others. At the forum, cooperation agreements between ASTRA and the association were signed itSMF Russia (headed by Anton Boganov), the i-IT-s club of IT directors (headed by Pavel Klepinin) and the KM-Alliance Association of Knowledge Management Professionals (headed by Oleg Lavrov). On the evening of December 3, Alexey Scanavi, a well-known pianist virtuoso, musicologist, writer, teacher, presenter of classical music programs on the Silver Rain and Orpheus radio stations, on the Culture and Moscow TV channels, performed a special program for forum participants. `.
On December 4, two parallel work tracks, ITO and BPO, took place in the Romanov Dvor business center. BPO track participants discussed procurement outsourcing topics, as well as social sourcing development issues. On the ITO track, they planned to organize and conduct benchmarking of IT and IT services in 2020 at the site of the ASTRA association. After lunch, a walking tour to the Moscow Kremlin and Red Square was held for foreign guests of the ASTRA10 forum. In the evening, foreign guests and partners of the forum visited the Bolshoi Theater, on the historical stage of which the famous ballet La Bayadere was held.
Within the framework of the forum, on December 1-3, a three-day business training was held at the Severstal-CES site in Moscow and Yaroslavl for obtaining the IAOP COP (Certified Outsourcing Professional) certificate. The ASTRA10 anniversary forum was a notable event in the field of outsourcing, service innovation and management, where recognized international experts shared best practices in maintaining effective and long-term business relationships, optimizing service costs, discussed methods to reduce the business risks of outsourcing and using innovative solutions to develop service business.
Plenary session
“Global industry of services and sourcing 2020. New trends and challenges of the digital economy. Russian View »

Sergey Makedonsky, President of ASTRA Association

The participants:
Alexey Evtushenko, CEO of SberService
Sergey Emelchenkov, Deputy General Director of Russian Post
Kira Lapina, CEO of Severstal-CES
Edgars Puzo, CEO of Atos Russia
Plenary session
“Global industry of services and sourcing 2020. New trends and challenges of the digital economy. International Panel »

Sergey Makedonsky, President of ASTRA Association

The participants:
Kerry Hallard, President, Global Sourcing Association (UK)
Matthew Shocklee, President, GSOS, SIG Global Ambassador (USA)
Rick Ostrander, VP JDalal Associates, IAOP COP Authorized Trainer (USA)
Mindaugas Ubartas, CEO of INFOBALT Association (Lithuania)

"Technological, business and organizational innovations in the field of services and outsourcing"

Denis Viktorov, in4media / Forrester Innovations
Matt Shocklee, GSOS / SIG

The participants:
Vladimir Frolov, Director of Sales and Business Development Department, SberService
Kirill Pozdnyakov, Deputy General Director of ITSK
Victoria Efimova, Head of Severstal-CES Business Innovation Center
Anastasia Winner, Commercial Director, MIOTECH
Terry Walby, CEO of Thoughtonomy (UK)
Alexander Barinov, Director of MSS-projects of Rostelecom-Solar
Leonid Plekhanov, CEO of GET startup (Russia-USA)

"The role of industrial associations and professional associations and their interaction in the development of the digital economy"

Sergey Makedonsky, ASTRA Association
Terry Walby, CEO of Thoughtonomy (UK)

The participants:
Kerry Hallard, President, Global Sourcing Association (UK)
Mindaugas Ubartas, CEO of INFOBALT Association (Lithuania)
Nikolay Komlev, Executive Director of the Association "APKIT"
Valentin Makarov, President, RUSSOFT Association
Andrey Chernogorov, Executive Director of the CPO Club Association
Anton Boganov, president of the itSMForum Russia Association
Pavel Klepinin, President of the IT-I-IT Community

Track ITO (together with the association itSMF Russia)
"Benchmarking IT performance and IT service. International and Russian experience"

The participants:
Anton Boganov, itSMF Russia
Sergey Guzik, GSV / FRG
Alexander Pruzhinin, Lukoil
Kirill Pozdnyakov, ITSK
Andrey Drozdov, KPMG / ISACA
Sergey Potapov, GSV / FRG

BPO Track (in conjunction with the CPO Club Association)
"Procurement of outsourcing services and procurement outsourcing services. International and Russian experience"

The participants:
Andrey Chernogorov, CPO Club
Yuri Efrosinin, Kelly Services
Matt Shocklee, SIG
Kerry Hallard, GSA
Vytautas Vitkauskas, INTA UAB

Track ITO (together with the association itSMF Russia)
Business game "Outsourcing from the inside. Best practices for organizing a service model of an enterprise"

Presenter: Sergey Guzik, GSV

Definition of services and key quality parameters
Key Roles in Service Delivery
Formation and conclusion of the SLA
Service automation
Organization of interaction by role
Modeling the service delivery process

BPO Track (in conjunction with the CPO Club Association)
"Global experience of social sourcing (Rural / Impact) for the development of Russian single-industry towns"

The participants:
Sergey Makedonsky, NP "ASTRA"
Andrey Chernogorov, CPO Club
Ninoshka Linde, ALES
Boris Shmytko, VEB
The ASTRA professional award “Service and Sourcing Stars” @SQ is awarded annually to enterprises, specialists and managers who have achieved outstanding success in the field of organizing corporate sourcing.

SQ (Service Quotient) is an analogue of the well-known IQ and RQ coefficients, but only in the field of service and sourcing, as well as the abbreviation of Service Sourcing Stars (SSS or S3 or S-cubed).
The ASTRA10 @ SQ2020 Prize was first awarded in December 2019, in the year of the tenth anniversary of the organization of the ASTRA Association.

In the nomination “Hall of Fame for Russian Outsourcing”

For a huge personal contribution to the development of the Russian industry of services and outsourcing
Pruzhinin Alexander Vasilievich, PJSC NK “Lukoil”
For a huge personal contribution to the development of the Russian industry of services and outsourcing
Fazylzyanov Farit Mansurovich, General Director of GBU Mosstroyinform
For his great contribution to the development of the ASTRA association, global vision and international promotion of outsourcing tools
Matthew Shocklee, President and CEO of GSOS, SIG Global Ambassador

In the nomination "The best business book on the topic of outsourcing"

The book “Outsourcing. 10 commandments and 21 instruments ”
Evgeny Aksyonov and Igor Altshuler

In the nomination "Professionals of the services and outsourcing industry"

For his great contribution to the development of the ASTRA association and to the preparation of the publication of the book Outsourcing in the Strategy of Modern Business
Yuri Efrosinin, Executive Director of Kelly Services, Chairman of the BPO Committee of ASTRA Association
For high professionalism and many years of commitment to the profession
Ivan Sachkov, Director of Customer Support Operations at the Russian branch of Atos, Chairman of the ASTRA MSQ Committee
For many years of contribution to the development of outsourcing and confirmation of the enormous role of women in the service industry
Lyudmila Shusterova, Partner, Strategic Development Director, BDO Unicon Outsourcing

In the nomination “Transformational corporate sourcing projects”

For the implementation of a large-scale transition from servicing IT infrastructure in Single-Sourcing mode to the Multi-Sourcing model
JSC Russian Post
Emelchenkov Sergey Evgenievich, Deputy General Director of Russian Post JSC
For success in the formation of effective corporate SSCs and the entry of business process outsourcing services into the commercial market
Severstal-Center for Unified Service LLC
Kira Lapina, General Director of Severstal Center for Unified Service LLC
For the implementation of the strategy of the transition from the IT services outsourcing model to the commercial work in the open IT outsourcing market
Sberbank-Service LLC
Alexey Evtushenko, General Director of Sberbank-Service LLC

In the nomination "Global Partners of ASTRA Association"

For supporting the ASTRA association and a great contribution to the development of the Russian outsourcing industry
IAOP Association (USA) - International Association of Outsourcing Professionals (USA)
Debora Hamill, IAOP CEO
SIG Association (USA) - Sourcing Industry Group (USA)
Dawn Tiura, SIG President & CEO
GSA Association (UK) - Global Sourcing Association (UK)
Kerry Hallard, GSA CEO

Special nomination “Service innovations”

For using breakthrough innovations to develop the service industry
GET - Global Energy Transmission
Leonid Plekhanov, CEO of GET
Terry Walby, Thoughtonomy Ltd. UK, CEO
Kerry Hallard, Global Sourcing Association, UK, CEO
Matthew Shockley, President, GSOS, USA
Mindaugas Ubartas, InfoBalt Association, Lithuania
Vladimir Frolov and Svetlana Kislichko, Sberbank Service, RF

Outsourcing today is a growing global industry, a promising prestigious profession, but, first of all, it is an effective tool for the transition of the enterprise from “subsistence farming” to specialization in key competencies. More and more business owners and top managers are actively using this tool to attract innovation, improve service quality, reduce costs and increase operational efficiency. In conditions of economic instability, the skillful use of outsourcing can significantly increase business flexibility, reduce the cost and risks of servicing internal customers and external customers.

The global market for outsourcing services continues to grow steadily and will soon reach 1 trillion. dollars, of which about 60% is the ITO sector (growth of 5% per year), more than 32% is the BPO sector (with growth of 7.5% per year), and more than 5% is the KPO sector (growth of more than 12% in year). In Russia, the stagnation of the economy significantly inhibits the growth of outsourcing, in addition, the huge potential of the Russian market is traditionally “hidden” in the insourcing service structures of the largest holdings. Nevertheless, organic market growth continues, market maturity grows, analysts estimate the total potential of the Russian market today at about 16-17 billion dollars a year with a market share of commercial outsourcing of about 20-25%.

At the same time, outsourcing is not an easy business tool, for its successful use requires knowledge of the standards and methodologies of outsourcing, as well as the experience and skills of its practical organization. To facilitate access to the basics of theory and best outsourcing practices for Russian-speaking specialists from Russia and the CIS countries, ASTRA experts published a book in Russian in 2019: “Outsourcing in the strategy of modern business.” Best practices for working successfully with service providers. ” The book was an important stage and a definite result of the 10-year-long activity of the ASTRA association in consolidating and developing the Russian market of outsourcing services.

With the development of the post-industrial economy and the widespread use of digital technologies, the share of the services sector in the world is growing steadily. Therefore, the role of outsourcing, as a key business competency in building effective long-term cooperation with business partners, will only increase. In addition, the explosive development of the Internet of Things and Cloud Technologies accelerates the transition of traditional “grocery” enterprises to new service business models, and the key attribute of fashion concepts - Digital Transformation and Industry 4.0 - is the so-called. “Platform business”, the basis of which is also effective interaction with external partners that make up the ecosystem of platform business.