Holness signals reboot for Ja’s global services sector
Published:Friday | April 11, 2025 | 12:11 AMJanet Silvera/Gleaner Writer
WESTERN BUREAU:
Prime Minister Dr Andrew Holness has called for a bold transformation and renewed ambition in Jamaica’s business process outsourcing (BPO) and global services sectors, saying it is crucial in preparing for the future.
Holness, who was speaking to a packed room of local and international stakeholders at Thursday’s opening of the 2025 Outsource2Jamaica Conference in Montego Bay, painted a compelling vision of a digital-first, skills-driven economy, declaring that “Jamaica is not just preparing for the future. We are delivering it right now.”
The prime minister’s remarks come as Jamaica’s global-services sector continues its upward trajectory, showing resilience and growth in the aftermath of the COVID-19 pandemic. With more than 52,000 Jamaicans employed across the industry, the country has solidified its reputation as one of the leading outsourcing destinations in the Caribbean, offering a strong blend of voice and non-voice services to markets around the world.
Rather than being disrupted by emerging technologies like artificial intelligence, the sector is actively evolving to integrate digital innovation, with many companies now expanding into areas such as knowledge process outsourcing (KPO), IT-enabled services, and specialised support for sectors, including fintech, healthcare, and logistics. Holness emphasised that this diversification was not a response to a decline, but a strategic move to increase Jamaica’s competitiveness and expand its value proposition.
“The question we must ask is not whether Jamaica can compete, but ‘How Jamaica can lead?’” said Holness.
The pandemic exposed vulnerabilities in BPO delivery models across many developing economies, but Jamaica stood out as a success story. Through swift government action and industry adaptability, the sector not only remained stable but thrived, with remote work becoming a cornerstone of continued service delivery. Despite this resilience, stakeholders are now calling for more ambitious policies to drive long-term growth and innovation in the sector.
INCENTIVE FOR HEART/NSTA TRAINEES
Holness responded to those calls in his keynote address, outlining a multipronged strategy focused on workforce development, digital transformation, and infrastructural investment.
He noted that the Government has eliminated all tuition and administrative fees for programmes offered by the HEART/NSTA Trust up to the associate degree level. In addition to free training, participants now receive stipends that include a built-in savings component, an incentive aimed at attracting more young Jamaicans into tech-related careers and ensuring a steady pipeline of industry-ready talent.
The prime minister framed digital transformation as the engine of Jamaica’s future prosperity, positioning the country squarely in the heart of the Fourth Industrial Revolution, an era shaped by artificial intelligence, robotics, and big data.
He announced that the Government had established a new Information and Communications Technology (ICT) Authority, which would come into effect at the start of the new fiscal year. This new body, which builds on the work of eGov Jamaica Limited, will act as the digital backbone for the public sector, modernising systems across government ministries and agencies to improve service delivery and operational efficiency.
He also pointed to the work of the National AI Task Force, which has been advising the Government on how best to harness the power of artificial intelligence while protecting citizens from its risks. The Government has begun implementing the task force’s recommendations.
DREAM OF LOGISTICS HUB
A standout section of the speech focused on logistics as the next growth engine. Holness reiterated long-standing ambitions for Jamaica to become the logistics hub of the Americas, arguing that the country is finally turning vision into reality.
The Port of Kingston, now ranked among the world’s top 100 container ports, has undergone more than US$400 million in modernisation investments since 2016 under a 30-year concession agreement with Kingston Freeport Terminal Limited. This has included the installation of advanced geopositioning systems, new cranes, and infrastructure upgrades. Since then, cargo volumes have grown by over 50 per cent, and employment at the port has increased by 53 per cent. An additional US$50 million will be invested this year to expand capacity even further.
Holness also confirmed that the long-anticipated Caymanas Special Economic Zone (CSEZ) will break ground in the next fiscal quarter. The 700-acre site, located close to the port and major highways, will be outfitted with modern utilities and turnkey solutions for logistics and supply-chain operations. Detailed engineering plans have been completed, approvals are in place, and tenders have been finalised. The site will also be climate-resilient, with measures in place to reduce the risk of flooding.
The prime minister said Jamaica is also the only Caribbean country with no foreign exchange controls and a freely floating currency – an economic model that has proven resilient and investor-friendly.
Alongside economic stability, Holness emphasised that the Government is supporting the sector with deliberate policies, including infrastructure buildout, training aligned with industry needs, and a focus on cybersecurity, data protection, and ethical AI deployment.