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Changing roles and imperatives of the Indian Engineering Service Providers (ESPs) in the ER&D industry amidst the Covid pandemic
Changing roles and imperatives of the Indian Engineering Service Providers (ESPs) in the ER&D industry amidst the Covid pandemic

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In the past year, engineering service companies have faced tremendous challenges. Be it work from home, inability to be present at the customer sites due to lockdowns, difficulties in ensuring seamless delivery to the customers, or impediments faced for product testing and use of labs etc., the ESPs faced it all.

However, during this time, ESPs have emerged as trusted partners who helped their customers in dealing with the Covid crisis. According to the Engineering Pulse Survey conducted by NASSCOM, which featured a survey of over 45 global ER&D customer enterprises, over 66% of the surveyed companies mentioned that Indian ESPs exceeded expectations during the pandemic. 94% of the surveyed companies believed that the Indian ESPs provided globally competitive technical capabilities and 94% of the surveyed companies had full faith in the ability of these Indian ESPs to deliver on their projects. ESPs have ensured that the project delivery timelines are not affected and have taken multiple steps to provide seamless delivery to their customers. As the enterprises seek to innovate as a major part of their recovery from the Covid related issues, Indian ESPs are being looked at as their Digital Transformation Partners.

In addition to the support already provide by the Indian ESPs, they are also expected to play a bigger role and pick up additional responsibilities along the value chain.

ESPs

 

  1. They are expected to help drive the innovation and digital transformation of their customers. Although they are already doing this bit, however continuous identification of opportunities to innovate and develop tailor-made solutions for their customers is expected.
  1. Indian ESPs are also ensuring business continuity by taking a variety of measures. Many have shifted their workforce onsite, have prioritized vaccinations for workforce required to be at client site or at the labs for testing, accelerated digitalization and provided tools and allowances to work from home and ensured that project timelines continued to be on track. The customers expect this trend to continue even after the pandemic related issues get sorted out.
  1. The ESPs did not drop the ball and continued to maintain the quality of service. They are expected to maintain the same and continue to put India on the map as a destination for high quality and seamless service delivery.
  1. As the effects of the pandemic continue, customers are expecting the ESPs to continue providing contractual flexibility and cost effectiveness.
  1. The ESPs are expected to continue skilling in new tech areas such as AI/ML, IoT, Edge computing, Analytics, AR/VR, etc. to serve a wide variety of customers across the ER&D space. Indian ESPs are one of the top adopters of global technological advancements, and it is expected that the workforce with the Indian ESPs will continue to upskill and re-skill themselves on emerging and new technologies.

The key imperatives for Indian ER&D Service Providers going forward are going to be Adaptability, Agility, Innovation, Quality of Service (A.A.I.Q.).

 

ESPs 2

 

  1. Empathy and adaptability is going to be a mainstay in the post-pandemic world. Understanding what the customers' business needs are, what are their pain points, how can they grow their business etc., is going to play a very important role. In addition, ESPs have to adapt to the growing business demands of their customers and proactively take steps to address them. They also need to actively look for newer opportunities for innovation and digital transformation.
  1. Agility – In this VUCA (Volatile, Uncertain, Complex, and Ambiguous) world, as witnessed in the last year, Indian ESPs are expected to be agile to counter any surprising events and support their customers in overcoming business challenges, and also help scale up their operations.
  1. ESPs are expected to be Innovation Leaders and lead the customers’ digital transformation journey by identifying new areas & developing competencies.
  1. ESPs will have to continue to focus on being cost effective and on quality and improve their core business processes, while continuing to focus on the quality of work delivered to the customers, whether onsite or juggling work from home situations.

Engineering service providers are a vital cog in the ER&D machine. They offer their engineering expertise, innovate on newer products, spearhead digital transformation, deliver on quality and cost. They are becoming innovation partners for the global companies and in many ways are driving the growth of the sector. However, the workforce involved needs to continuously upskill themselves to be a part of this ever-growing journey.

 

To read more about Engineering Service Providers (ESPs), please click on the link below to read the NASSCOM Engineering Pulse Survey 2020 - Digital Transformation, the 2021 Imperative

NASSCOM Website - https://nasscom.in/knowledge-center/publications/engineering-pulse-survey-2020-digital-transformation-2021-imperative

NASSCOM Community - https://community.nasscom.in/communities/digital-transformation/engineering-pulse-survey-2020-digital-transformation-the-2021-imperative.html


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Vandhna Babu
Principal Analyst - Research

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