A five-year contract was signed with the Intellectual Property Department (IPD) of the Hong Kong Government in November 2001, which was the first government outsourcing project to cover both IT and office support services. IPD wanted to leverage on private sector expertise to maximize efficiency in delivering enhanced services with good value. Apart from developing three computer registry systems, Azeus provided business process outsourcing services including:
- on-going support and maintenance service for IPD in-house IT support such as help desk, LAN and system administration and maintenance, IT planning, etc.
- office operation services comprising clerical support services to front and back office operation of the trademark, designs and patent registries
The project aims to improve business operations through complete outsourcing package capitalizing on combined human resources and technology. The business case for the project is realized through a US$11.1 million (savings of the order of 30% as opposed to undertaking such work in-house) bid. The anticipated savings on cost was reflected in the significant reduction in standard patents registration fee (which was reduced by 83%), and the significant reduction in headcount (which reduced by 30% from 2002 to 2004, notwithstanding a 63% increase in annual number of trademark registrations).
When the contract expired in 2006, Azeus made a bid for renewal and was selected again by IPD to continue providing services until 2011. IPD’s confidence in Azeus’ capabilities resulted in the signing of a third contract, further extending Azeus’ provision of Office Operations Services until the last quarter of 2014.