Fort Hays State University

FORT HAYS STATE UNIVERSITY NEEDS ANALYSIS FOR EXPANSION OF INTERNATIONAL CONTENT DELIVERY CAPABILITIES

Submitted to Fort Hays State University By Maestro Consulting Group

This proposal includes our recommendations for expanding the content delivery capabilities between the campus at Fort Hays State University and that of FHSU’s international partner schools, including their first partner SIAS University in China. This proposal will serve as a recommendation to FHSU in expanding its ability to reach international students.

Maestro Consulting Group is qualified to provide this service because of the combined education and experience of its members with information technology and primarily computer networks.

EXPERIENCE AND QUALIFICATIONS OF MAESTRO CONSULTING GROUP

Collectively we bring over 20 years of experience in a networking environment with even more experience with computer hardware and software. Combined with 10 years of experience in web design and development, this gives Maestro Consulting Group the expertise necessary for analyzing this upgrade in the content delivery capabilities of Fort Hays State University.

Erin Anderson – Erin has over three years of experience in web design and development. She will graduate with a B.S. in Web Development and has been working as an intern in the same field. Erin also is gaining valuable experience with advanced training from CJ Online and in working for the FHSU Webmaster.

Gary Brogan – Gary has five years of experience in computer hardware and software maintenance and troubleshooting, coupled with three years of study in computer networking at Fort Hays State University. He also brings two years of experience in organizing and presenting training materials for various computer systems. He will graduate from FHSU having acquired an International INT degree with an emphasis in networking, which includes a minor in Spanish. He currently has the FHSU Internetworking certificate, and is working to acquire his CCNA, A+, MCSE, and Citrix certifications.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 1 - Renee Bueno – Renee brings another four years of experience in computer networking and will graduate with B.S. degree in computer networking. She has also had classes in C++, Visual Basic, and HTML. Renee will also be working towards her CCNA certification.

Tyler Giess – Tyler has over five years of computer hardware and software experience in addition to three years in the networking field. Tyler has been a student with Fort Hays State University for four years and will graduate with a B.S. in Computer Networking. He also plans to acquire A+ certification and CCNA certification in the coming months.

Brandon Leiker – Brandon also brings a B.S. degree with an emphasis in Computer Networking. In December of 2002 he became a CCNA certified technician. Overall, Brandon has eight years of computer hardware and software experience which includes six years experience with both computer networking and web development.

BACKGROUND INFORMATION

SIAS International University is an American owned school and the first of this kind in China. It was approved by the state Ministry of Education and began operation in 1998. SIAS University is located in Xinzheng City, a suburb of Zhengzhou and is in the Henan province in China. SIAS is affiliated with Zhengzhou University and more recently has become affiliated with Fort Hays State University. In recent years the Chinese government has allowed this to happen by choosing to develop different education options for its own people.

Fort Hays State University has taken advantage of these newfound opportunities through its distance learning program. A couple of years ago the founder of SIAS University, Mr. Shawn Chen, sought Fort Hays State for the partnership and together they developed a special dual degree program. This program allows the students in China the option of working towards their dual degree through FHSU’s Virtual College. Currently, SIAS University is the only school with others possibly following soon. Students who attend these universities in China may choose the dual degree option. Those who elect the dual degree option will complete their course requirements to earn their degree from SIAS University and can take at least 30 credit hours of curriculum through the Fort Hays State Virtual College. Doing so will earn students a Bachelor of General Studies degree with an emphasis on Business Management in addition to the degree that was earned from SIAS.

So far, the partnership between the two schools has been quite successful. This year there are about 400 students enrolled in this program which the current system at FHSU is equipped to handle. However, next year SIAS is forecasting the enrollment to be near 1,400 students. In fact, the first students graduating in the dual degree program did so this past year. Fort Hays State is now forming even more partnerships with schools and other universities in Asia. For example, Tak Ming College in Hong Kong is a new

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 2 - partner and its students can enroll in the BGS and BBA degree programs through the FHSU Virtual College. Tak Ming students can take these classes on campus in Hong Kong and are taught by FHSU faculty with the aid of teaching assistants in Hong Kong, much the same system that SIAS is using. Their content is delivered through the Virtual College using Blackboard, as it is delivered to the local FHSU students.

Other partnerships that have been developed since SIAS include Ming Chow University in Taiwan, UIBE in Beijing and Selcuk in Turkey. The total number of international students expected to be taking courses through the Virtual College at Fort Hays State by the year 2007 is around 9,500.

THE PROBLEM AND OBJECTIVES

Currently, every time a user from SIAS University logs into Blackboard the data must be transmitted back to the Blackboard server on the Fort Hays State campus. When this occurs, the speed and accessibility of our local students trying to gain access to Blackboard is compromised. With the rate of growth that is expected from our sources at SIAS University and other locations in Asia, the goal of this proposal is to establish guidelines and recommendations for an effective upgrade to FHSU’s international distance learning program benefiting students both locally and in Asia.

Uncertainty is the biggest obstacle in making this project happen. The state of Kansas’ economic problems have made budgeting and implementing the project a complete nightmare for all parties involved as the enrollment growth in China continues to climb and our resources remain the same.

With the increased interest in distance education, learning from home and collaborated learning efforts, the potential for FHSU to extend towards untapped markets is abundant. The problems that arise are overcoming network traffic, having hardware that can handle increased workloads, and working with the uncertainty of funding from the government and cooperation with and from foreign governments.

Another objective of this project is to aid faculty in their instruction and teaching of the material through Blackboard as in pre-recorded lectures or anything else that teachers feel will make the education process more efficient. This can be done using video over IP, or videoconferencing, among other options.

Maestro Consulting Group, with the aid of selected FHSU personnel, will determine the best possible solution when the funding does become available. Fort Hays State is a leader in the distance learning field and the goal is to maintain that leadership. The main objective to be accomplished after implementation of this project is to decentralize the resources being used at FHSU. In doing so the need to rely on the Internet would be reduced, local resources at FHSU would be saved, and any decrease in Quality of Service (QoS) by FHSU should be minimal to its students and partners. This would also give FHSU an opportunity to more aggressively seek out partners in the future, especially in

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 3 - China, because of its increased resources and ability to maintain the high Quality of Service FHSU students have come to expect and enjoy.

PROJECT PROCEDURES

Gather Current Hardware and Software Information (FHSU and SIAS)

Maestro Consulting Group will analyze the current network system including the hardware and software. With interviews and assistance from Dennis King, Ron Hart, and Andrew Fleming this will give us a starting point and serve us well as we collaborate to determine the best options for this upgrade. This has proven to be somewhat difficult, as our only contact with SIAS University has been a very unreliable email contact that may take weeks in some cases to respond.

However, we do know that SIAS currently does not have any videoconferencing equipment. Right now, the Internet connection to the FHSU Blackboard server is the only connection the SIAS students and teaching assistants have to converse with the FHSU faculty.

Fort Hays State has developed a video over IP network around the state interconnecting with six community colleges in the area through T1 lines. There is a Cisco router and switch on each end. Below is a map that illustrates this configuration.

Current network topology:

The idea is to install another branch of this network somewhere in Asia, preferably China for the reasons mentioned above. The SIAS personnel will decide the exact locations of

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 4 - the videoconferencing equipment. Polycom, a leading manufacturer in the industry, makes the video over IP equipment currently in use by FHSU.

PROTOCOLS

There was not much of a problem deciding on which protocols should be utilized. The technology is new enough that the standards have become industry wide and just not enough people use anything else for that option to be reasonable. The protocols that will be used for this project include H.323, which is responsible for IP video over unknown bandwidths such as the Internet. H.225, H.245, H.263, H.261, and G.723 are all different protocols that work with H.323. H.225 handles messaging and call control signaling and H.245 is responsible for the opening and closing of media stream channels. H.263 and H.261 both take care of video codec (coding and decoding) with picture formats while G.723 handles the audio codec portion of the data transfer. They offer the flexibility, affordability, and quality that FHSU desires.

IP and ISDN will be the type of connections for the information to get out to the Internet. These are two protocols that are already in use at Fort Hays and we see no reason to alter that.

SIAS HARDWARE AND SOFTWARE POSSIBILITIES FOR UPGRADE

This step involves analyzing the videoconferencing equipment of the current providers, Polycom and RADvision to ascertain which of their products, or others, will allow this type of expansion. We will also look at whether or not adding a second Blackboard server will be beneficial to both universities. Since Blackboard is already in use and familiar to everyone at Fort Hays, Maestro Consulting Group sees no need to research different companies with similar software.

Because the transmission of data between Fort Hays State and SIAS must take place over the Internet there is not much that can be done to speed up the delivery of that content. However, FHSU can reduce the amount of data that must travel that distance and lessen the impact that Trans-Pacific latency has on that data.

Blackboard

Blackboard is essential to the Virtual College program at Fort Hays State. It provides the instructors with a tool to post the syllabus for the class, assignments, and other information they feel is useful. PowerPoint presentations can be shown with a program, Tegrity, which allows users to add voice to over the top of each slide. This program is already in use at FHSU and is very effective. Tegrity converts teaching styles into a sufficient web-based education tool by allowing for easy incorporation of streaming multimedia to aid instructors.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 5 - Placing a Blackboard server somewhere in China accomplishes the task of decentralizing FHSU’s on-campus resources. It will do so by preventing data from tying up the local server whenever any student at SIAS logs onto his/her classes. Only updates will need to be sent back and forth between the new server in China and the server on the FHSU campus instead of every single time a student at SIAS wants to work on their Virtual College courses. The decision for the exact location of this server will have to be made by the Information Systems personnel in that region.

Videoconferencing System

A videoconferencing system will be extremely helpful in communicating with SIAS University contacts, students, and faculty. Right now, responses from China can take weeks to get back from the sole email contact that we have there. Scheduling a videoconference with someone on the other end can make for easier communication between the two campuses. Also, it has the ability to aid FHSU’s instructors in the teaching process with the SIAS students. This will also enable SIAS to communicate with FHSU’s growing number of other partner schools in the area. The need for this part of the project is reinforced by the growing number of international students that FHSU is acquiring year after year.

Since Polycom is currently in use by Fort Hays State we decided to consider their options first. The first model looked at was the ViewStation SP384. This is a full-duplex machine that can connect up to 768 Kbps and delivers 30 frames per second. It also supports the H.320 (ISDN) and H.323 (IP) standards. As far as audio protocols that are supported, it should not be a concern as all the G.7xx protocols that are in use today. This model does not have the multi-point capabilities that some others do; however, the purchase of an additional MCU eliminates that requirement. The price is a very reasonable $4,695.

The Polycom ViewStation H.323 is another model that was reviewed. This model has a transmission speed of up to 768 Kbps and has a frame rate of up to 30 fps. The same standard, both video (H.320/323) and audio (G.7xx) are compatible with this product. The major difference between the two Polycom models is the MCU, or multi-point control unit capability. The ViewStation H.323 price is at $3,745.

Other manufacturers that were looked at when making these suggestions include the Sony PCS-1600. This particular model is much cheaper, however does not bring near the picture quality or service that some of the prior models have. Thus, this product falls short of the capabilities that FHSU needs. Also, it is not compatible with H.323 without the purchase of an extra software upgrade for it. The PCS-1600 can connect with speeds of up to 1 Mbps. The Sony PCS-6000IP is a newer, better version of the PCS-1600. The 6000IP offers transmission speeds of up to 2 Mbps and has the ability to connect to six different sites simultaneously. This model also runs at 30 frames per second and comes in at a high price of $13,500.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 6 - Tandberg is another vendor that was examined. Model 550 and model 880 are two similar pieces of equipment to the Polycom and Sony models. Much of the same features are incorporated in the Tandberg equipment including the 3 line ISDN connection. Tandberg’s representatives were more difficult to reach than the other vendors were, which is a concern for dealings in the future with them. One added benefit they bring is the ability for the equipment to detect whether the line is ISDN or IP and dial accordingly.

Multi-point Control Unit (MCU)

Maestro Consulting Group has investigated options for a gateway and MCU to work with the videoconferencing equipment. This device allows a specific number of video calls to the MCU and its sole duty is to connect various different callers into one simultaneous connection. This is necessary because it also enables the videoconferencing equipment to communicate with each other.

Maestro Consulting looked at several different options for an acceptable product.

The Polycom MGC-50 comes with built in gateway functionality thus eliminating the need for a separate external gateway. It has features that may be greater than what FHSU needs, like up to 24 simultaneous conferences and is designed to “incorporate new standards as they emerge.” It is significantly more expensive at $48,000, but without the need for an external gateway, the investment may be worth it. Some features beside the gateway functionality include supporting both IP and ISDN connections

Polycom has also developed a new MCU product. The second MCU option that our group examined is a product also made by Polycom. The model MGC-25 IP12 can support 12 sites at 384 Kbps or 24 sites with 128 Kbps speed. It uses the same software that have made Polycom’s higher end models so popular. Also, the MGC-25 one of the first models to utilize the new H.264 standard that provides higher quality video across less bandwidth. This is important only to the future growth of FHSU’s international partners. The model does support ISDN, IP, and VoIP network types and has a cost of $26,000.

Tandberg also makes an MCU that our group investigated. This product offers features like up to 16 different video-conferencing endpoints. It also supports IP, ISDN and the necessary protocols we are looking for, H.323 and H.245. Maestro was unable to get a price quote from Tandberg as they are difficult to reach and slow to respond.

Gateway

Another need for video communication is a gateway to allow video information to communicate back and forth. The first option examined was the Polycom GW-25 that supports a T1 connection and up to 24 simultaneous sessions while still supporting the necessary protocols, H.323, H.320, etc… and supports data rates of up to 1.544 Mbps. The price on this model is $48,000.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 7 - Router and Switch

The final piece of equipment Maestro Consulting investigated for use in Asia was a router and switch. This equipment is necessary to direct the information where to go. FHSU has stated they wish to continue with the same vendor for this use as once again it is familiar and they are satisfied with the performance.

The Cisco 1721 Modular Access Router is a router that provides the functionality needed for its use in Asia. It features scalability, which will allow FHSU’s content delivery capabilities to grow even further. The price for this router is $850.

The Cisco Catalyst 2820 switch will be effective in its performance for this network. It is also upgradable to Enterprise edition, which is Cisco software that enables unmatched scalability, management, and bandwidth optimization. It is even equipped with VLAN support and the price for this switch is $600.

Both of these items will allow Fort Hays State to continue utilizing Cisco’s CDN, Content Distribution Network. The software helps to alleviate the problem of slow content delivery. This hardware and proprietary software accomplishes this by allowing information to be stored in caches at various sources across the Internet and is extremely effective when wanting to utilize the high-bandwidth video and multimedia that video conferencing demands.

FHSU HARDWARE AND SOFTWARE POSSIBILITIES FOR UPGRADE

Blackboard

There are two separate components involved with the Blackboard software, the server and the application. Currently, FHSU is using Blackboard Level 1 and we propose the upgrade to Level 2. This change is necessary so the new server in Asia can communicate with the server on the FHSU campus. As mentioned earlier, the server in Asia will help decentralize the use of FHSU’s on-campus resources. For the two servers to communicate back and forth with each other at least one must be running Level 2. What is the difference? In Level 1, both the application and the database must be on the same server. Also the database in Level 1 is not relational, meaning that information must be manually entered into different databases running on campus. An example of this would be that data from Blackboard about student grades would have to be entered manually into the mainframe on the Fort Hays State campus. Blackboard representatives will be responsible for the installation of both versions.

Bridge/MCU

A second hardware need on the Fort Hays State campus is for a bridge. The current bridge in use by FHSU is capable of connecting up to 4 different sites. In the past this

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 8 - has been enough to support the videoconferencing needs of the school, but with the exponential growth that is predicted for the near future it will need increased capabilities.

FHSU is looking for a bridge that can connect at least 16 sites at 384 Kbps. For this product, Maestro Consulting again looked towards Polycom because it will stay consistent with the other equipment already in use. The model that fits this criteria is the Polycom MGC-25 IP 16+. This model will effectively expand FHSU’s ability to communicate with a greater amount of sites at one time.

RISKS INVOLVED

There are a few risks involved with the expansion, primarily in international relations. FHSU has been involved with SIAS University for at least three years and do not wish to do anything to compromise the relationship.

With the outbreak of SARS, especially in the China and Hong Kong areas, we cannot predict the availability of classrooms and resources in some areas of the expansion. Right now it does not appear to be significant, however that could possibly change if the outbreak spreads even further.

The final risk, and maybe the most influential, is that of the timing of the upgrade. Virtually anytime throughout the year FHSU’s Blackboard server is busy with traffic due to the year round nature of higher education. There is really no significant time frame that there are not users working on Blackboard. FHSU’s summer classes, for the most part, end towards the latter part of July while summer break in China generally runs from July-August. The most favorable time for the switchover, according to our research, is in July. The least amount of students require access to Blackboard during this time, therefore it becomes the optimum period for implementation.

At this time, Maestro Consulting does not believe that the risks involved should bear much weight in the decision making process. The odds that these problems will arise just are not that great.

RECOMMENDATIONS

After gathering and analyzing data for all the equipment involved, Maestro Consulting Group has listed below what we believe to be the best solution taking time and money into account. The recommendations are also listed in order of priority since budget concerns have hit the state of Kansas rather hard.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 9 - 1) Upgrade Blackboard

We recommend the placement of a new Blackboard server internationally, preferably somewhere in Asia. To accomplish this, the Blackboard server on the FHSU campus must be upgraded to Level 2. This is necessary for the two servers to communicate with each other. Blackboard, the company, will be responsible for writing of the software and installation.

Need: If FHSU maintains its current setup with the predicted international enrollment of over 9500 students by the year 2007, the network could see considerable slower speeds due to the amount of international students logging in to the Blackboard server on the Hays campus, which is also subject to Trans-Pacific latency. By installing a server in Asia, the traffic subject to that latency is diminished to just the updates the two servers send one another. Both local and international students will continue to receive the Quality of Service they have come to expect from FHSU.

2) Expand Videoconferencing Capabilities of FHSU and International Partners

Maestro Consulting Group recommends that FHSU purchase and incorporate the Polycom ViewStation H.323. This model has a transmission speed of up to 768 Kbps and has a frame rate of up to 30 fps. The familiarity of Polycom products to the FHSU personnel is the deciding factor in making this choice. There is a Sony model that is about $1000 cheaper, but we believe that is more than made up for by not requiring everyone to learn a whole new system.

The implementation of this will require a router, switch, an MCU and Gateway to allow connectivity. The best option for the MCU, multi-point control unit is the Polycom MGC-50 as it does not require an external gateway which would save FHSU several thousand dollars and still operate at an efficiency rate well above expectations. The primary factor for this product is the advanced features plus the fact that FHSU would get an MCU with a built in gateway for a cost equal to what an external gateway would be.

Fort Hays State already employs the use of Cisco routers and switches throughout the state to effectively support the current network. Maestro Consulting did not find a reason to change the vendor. FHSU personnel actually stated that is what they want as they do not want to mix and match consistency.

Our recommendations include the installation of the Cisco 1721 Modular Access Router. It is powerful enough to work with the other hardware that we have recommended yet very affordable. The Cisco switch that we suggest for this project is the Catalyst 2820. This provides FHSU with enough scalability and benefits to be worth the $600.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 10 - Need: The need for this equipment relies upon the desire of FHSU to maintain its status as a leading provider of distance learning opportunities. Already the university has shown the potential for growth in enrollment all across the world. Also, the videoconferencing equipment is a necessary tool in communicating with FHSU’s partners overseas. This will also allow faculty and students an avenue for a better learning environment.

When using the videoconferencing equipment a path must be setup to allow data to travel back and forth from it. This is what necessitates the purchase of the MCU, gateway, router, and switch for use in Asia. Without these items the videoconference equipment is useless.

3) Add MCU/Bridge to FHSU On-campus Videoconferencing Network

As stated previously, FHSU currently has the ability to connect with three various locations at one time. As the distance learning program and the videoconferencing network continue to grow the need to expand becomes quite clear. Communication between the schools will much more efficient with the addition of the Polycom MGC- 25 IP 16+. It will allow up to 16 different connections at a speed that still provides great quality. It does also match the equipment already being used at Fort Hays State.

Need: The bridge is a necessary addition to the project because it will reduce the travel expenses for FHSU. It allows faculty and staff at one campus to easily communicate with people from another campus, whether that is internationally or another in-state campus, without the need to travel.

BUDGET

Due to the recent lack of funds in the state’s budget an exact timeline is difficult to predict as well as the funding. The installation of Blackboard Level 2 on our local FHSU campus is pending on SunGard which is itself at least a year away from implementation at Fort Hays State. Any grants and loans that may be provided by the state will be pursued for additional financial help.

The content delivery upgrade can happen with some funding from different areas. We will make use of KAN-ED. This is a new Kansas program designed to create an information highway for hospitals, schools, and libraries. This allows some of the public’s most important organizations affordable high-speed access to connect with one another and the Internet. One goal of the KAN-ED project is to have students in one school working together with students from a different school across the state. Currently, FHSU spends $20,000 for connections to the Internet. KAN-ED’s service, when it becomes available, will permit FHSU to use that $20,000 for the expansion.

Following is an itemized list of what Maestro Consulting Group has recommended for expanding the content delivery capabilities of the FHSU international student population.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 11 - Cost for Blackboard Upgrade Blackboard 1 SW in China $8,000 Blackboard 2 SW at FHSU $40,000 Blackboard Installation Fee $33,000 Oracle 4 CPU License $7,202

Total $88,202

Equipment Costs for Videoconferencing Expansion In Asia Polycom ViewStation H.323 $3,745 3 Monitors $2,190 Student Camera $800 Monitor Ceiling Mounts $750 Cabling $50 Extra Microphone Pod $310 Room Switch $700 Polycom MGC-50 MCU $48,000 Cisco 1721 Router $850 Cisco Catalyst 2820 $600 At FHSU Polycom MGC-25 IP 16+ $40,000

Total $97,995

TOTAL INITIAL COST $186.197

Yearly Recurring Costs for Blackboard Software, Starting After 1 st Year Blackboard 1 SW in China $8,000 Blackboard 2 SW at FHSU $40,000 Oracle 4 CPU License $6,840

Total $54,840

SPECIAL THANKS

Maestro Consulting Group would like to send a special thank you to several people and companies that aided in the research and analysis of this project. The time everyone gave us is deeply appreciated by each and everyone of us.

Dennis King, Director CTELT

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 12 - Ron Hart, CTELT Andrew Fleming, CTC Polycom Representatives Cisco Representatives Blackboard, Inc. Tommy Alderman, Government Capital Corporation BRIDGE VENDORS Sony, Radvision, and Tandberg Representatives

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 13 - Addendum for Capstone: Mark Bannister, Instructor

What We Learned

We learned all about videoconferencing networks, including what kind of equipment and software that is needed and what each protocol is responsible for. Another thing we learned is just how expensive this kind of an expansion can be. Most of us had no idea how fast it can turn into a quarter million dollar project.

Another area we all learned a lot in is consulting. It can be extremely difficult to establish contacts with the different vendors and sometimes hard to distinguish who can best satisfy our questions. We learned that there are some people who seem more than happy to help, and others who act as though we were nothing but nuisance. Building relationships internationally is another aspect of business we were educated in during the project. Sometimes it can be real difficult to reach somebody and even when you do it can up to weeks and months before receiving any type of response.

Budgeting is another area that can create problems. It is extremely difficult to predict what funds will be available, especially with economic problems that the state of Kansas has encountered. Due to the seemingly inevitable delays in the installation of programs such as SunGard, it can be hard to predict a timeline for this kind of implementation.

The final thing we learned, as a group is how stubborn companies can be when it comes to familiar products. And who can blame them? There does not seem to be too many reliable people out in the world so when you find a vendor that has been doing a

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 14 - satisfactory job you tend to go back to that vendor. Familiarity with the products and even technical support can play a large role feeling comfortable with certain business relationships.

Maestro Consulting Group – Proposal for Expansion of Content Delivery Capabilities – Page - 15 -