executive magazine

On visionissue 29 / september - november 2011

Unleashing the Force of Consumerism 07

05 09 Public and Private Clouds SharePoint and the Ready to Receive your Future of Social IT Company Productivity in 2012

Microsoft’s Enterprise Customers and Technological Agreement is Cloud Partners are our Partners, the Key 13 Ready 16 Compass 17 to Success Be the solution. virtualization solutions help place your company on the leading edge of technology.

Microsoft R Virtualization Realize value, availability, and agility with Microsoft’s Virtualization Solutions from the desktop and datacenter, to the cloud.

Virtualization Products and Technologies

Microsoft provides an end-to-end suite of virtualization products and technologies - all tied together by a centralized management system.

More information: http://www.microsoft.com/virtualization/en/us/default.aspx

Try it: http://www.microsoft.com/virtualization/en/us/downloads.aspx editorial on vision issue 29 september - november 2011 ed pag. 3 Be the solution. The cloud is changing the way we think about IT Microsoft virtualization solutions By Eric Feagler help place your company on the Director of Corporate Accounts Microsoft Latin America leading edge of technology. loud computing is that you continue to obtain value from undoubtedly changing the your current investments – delivering rules of the game. A recent a platform that, from beginning to survey conducted by Gartner end, helps your IT professionals and [i] among 2,000 IT directors developers and affords the best showed that “in the next 5 years, almost R experience of productivity for end users. Microsoft Virtualization chalf of these directors expect to be operating most of their applications and Realize value, availability, and agility with Microsoft’s Virtualization infrastructure using cloud technologies.” The cloud working for your company and on your own terms Solutions from the desktop and datacenter, to the cloud. This technology is more efficient, can At Microsoft, we believe that services help redistribute investments and on the cloud should be taken in the optimize resources. However, this is way that makes the most sense for your about something with a much broader business. We won’t present you with scope. Cloud computing is redefining a proposal that says “take it or leave how consumers interact with companies it”; rather, our strategy is to offer a set and the types of services they are asking Virtualization Products and Technologies of solutions that give our customers for, and in particular is the force that is the power to choose. You get to have rapidly changing the way IT is conducted. Microsoft provides an end-to-end suite of virtualization products and complete control and flexibility on a technologies - all tied together by a centralized management system. In this field, Microsoft has a unique offer for private cloud. You can benefit from the market. This means that we can provide our operational excellence should you companies with the ability to obtain the choose a public cloud, while you focus maximum yield on their existing investments your IT organization on generating a and make cloud computing work specifically competitive advantage. Or combine to suit their company and on their own terms. elements of the two cloud types to More information: obtain the best balance. Whatever you http://www.microsoft.com/virtualization/en/us/default.aspx Obtain the maximum yield on choose, you will be getting security your current investment and high level availability that will Though cloud computing is a relatively new computing model, it should not assist you in minimizing your risks. require that you invest in an entirely new infrastructure to be able to take Read more about cloud computing Try it: advantage of it. At Microsoft we have and other topics of interest related http://www.microsoft.com/virtualization/en/us/downloads.aspx been designing our cloud services such to this new technology. eci xe ut ve magazine

On visionissue 29 / september - november 2011

Executive Board Editor in Chief Claudia Monteiro Online Marketing Manager Microsoft Latin America Summary Executive Editor Carolina Flórez Ibáñez Digital Project Manager in innovations Microsoft Latin America 5 Public and Private Clouds Ready to Receive your Company Concept and Editorial Line 7 Unleashing the Force of Consumerism Armando Exposito Director of Corporate Marketing 9 SharePoint and the Future of Social IT Microsoft Latin America Productivity in 2012 Eric Feagler Director of Corporate Accounts Microsoft Latin America Juan Mina bs business solutions Corporate Program Managed Accounts 11 Mixed IT Environment Solutions Microsoft The Caribbean Using Microsoft Technology Martha Sánchez Customer Marketing Manager 13 Microsoft’s Enterprise Microsoft Agreement is Cloud Ready Antonio Naranjo Modad 15 How would you like to control the costs of your software Corporate Account Manager Microsoft México inventory, optimize your resources and grow your Fernando Ortega business? SAM is the solution Corporate Account Manager Microsoft Maria Victoria Fornaciari eo executive opinion Customer Marketing Manager 16 Customers and Partners are our Compass Microsoft y Uruguay Fernando Abrego 17 Technological Partners, the Key to Success Customer Marketing Manager Microsoft Collaborators cs case study Rodrigo Paiva • Santiago Martínez 19 Efficient, Citizen-Oriented Governance Supported by Beatriz Naranjo Fernández CRM Technologies Helly Fernández • Rosie Arrieta David González • Carolina Vargas Ángel Santiago • Lida Guavita On vision - Executive Magazine, is a quarterly magazine Santiago Rodríguez • Juanita Gómez by Microsoft which distributes, informs, guides and suggests Edition and Layout the use of products Microsoft Technology. Khroma Comunicaciones ©2011 Microsoft Corporation - All rights reserved. Colombia innovations on vision issue 29 september - november 2011 in pag. 5 Public and Private Clouds Ready to Receive your Company By Aylton Souza Cloud Product Manager Microsoft Latin America

dopting cloud computing Of course a lot of questions come up when solutions nowadays is one having to decide whether or not to engage of the principal priorities of the cloud: Should it be a private or a public companies in Latin America cloud? What services would need to be and the world. And this is not transferred to the cloud? Below we will be by chance. The technology has proven itself referring to the experiences of some of the aand organizations already taking advantage clients in the region, but before that it is of this computing innovation are multiplying, necessary to answer some of these questions. for it is providing them with the flexibility Taking into account that there are medium- to adapt in a dynamic scenario, more agile and large-size companies that are already everyday operations, significant cost savings more than 60% virtualized, including critical and alternatives for confronting unforeseen mission applications, doing this undoubtedly situations in a secure and reliable manner constitutes an option to seriously consider. to ensure the continuity of their business. The essential components of a private Examples? Ask the companies in Japan, cloud are the technologies of virtualization, which have had to add incalculable losses the servers and data bases at the data with regard to computing as a result of center level, that is, the devastation of the latest earthquake Server with Hyper-V and SQL Server to their equally outrageous losses in as central elements needed to mount a material goods, and have finally been able strong, flexible, scalable and inter-operable to reestablish their computing system platform, but also the System Center operations. With cloud computing, operations family for an efficient administration of are reestablished practically instantly. the configuration and operation of virtual machines and other network resources. Another scenario? The crisis deepens in one Likewise, ForeFront steps in to make of the European countries and the operation the environment secure and reliable, must be redirected to new markets, with other whether in one’s own installations or in currencies, other volumes, other rules. This those of the service supplier. The local generates the need to replicate data bases, implementation of these tools or the develop new applications and increase the subscription to a Local Area Augmentation processing capacity very rapidly, without System (LAAS) are the variants available for any time for setting up new computer choosing in accordance with the strategic centers. Any similarities that might exist with decision vis-à-vis the place the computer current realities, is sheer coincidence. area in the organization will occupy. innovations on vision issue 29 pag. 6 in september - november 2011 customers. This system facilitates the connection and collaboration with other areas in the company and allows them to work more intelligently and efficiently, processing over 1,000 calls a month.

The Mexican Federal Government’s Consejo Nacional para la Cultura y las Artes (National Council for Culture and the Arts) mounted the entire technological platform for the Cervantino Festival on Windows Azure, thereby achieving an The same definition will have an impact, initial 82% savings versus what it would in referring to the public cloud, when have cost to buy the infrastructure choosing between hiring a platform necessary for servicing the more than as service (PaaS) to set up one’s own 600,000 visitors. It managed to provide applications, or a software solution as service for thousands of reporters service (SaaS). Nowadays the market covering the event using Office 365. offering is very extensive, depending on the needs of any given organization, ranging The Judicial Power of the Province of from Windows Azure and SQL Azure to Buenos Aires in Argentina decided to Office 356, moving through the tools of virtualize their servers when faced with the Online family. the impossibility of continuing to grow due to the lack of physical space and The voice of the clients the increase in energy consumption After having reviewed the overall and in refrigeration for the equipment. panorama and the solutions offered by Using Hyper-V it reduced the batch Microsoft at present, now let us take a of servers by 25%, generated greater look at what companies in Latin America productivity and set the bases for are doing with these technologies. consolidating, in the near future, all its operations in a virtualized data center. Cerámicas Caribe is a group in Venezuela dedicated to the manufacture of wall tiling These are only some examples of companies and ceramics. It has a monthly installed that have been capitalizing on the public production capacity of 900,000 sq m and and private clouds. What about you? 500 employees. By means of the virtualized When are you planning to take flight? console with Hyper-V that the System Center operates on, it managed to reduce the response time by 50% for incidents presented by the company’s users. More information on: Hoyts Cinemas in Chile chose Microsoft http://www.microsoft.com/ Dynamics CRM 2011 to empower its call en-us/cloud/default.aspx center that attends more than 5 million innovations on vision issue 29 september - november 2011 in pag. 7 Unleashing the Force of Consumerism

By Rodrigo Paiva Windows Marketing Manager Latin America

s consumers of information technologies have more and more new intelligent devices and applications available to them, their aenthusiasm for taking them to the workplace, integrating them into the rest of their work tools, giving them full use and providing support, increases.

People are going to work these days with much higher expectations relative to information technologies (IT), they are demanding better devices and applications, more options of connectivity and mobility, and faster, uninterrupted service. These growing expectations are exerting strong We can assist you in unleashing pressure on IT departments to offer the force of consumerism. attractive solutions to end users and, at the same time, maintain a secure Consumerism and well administered environment. What is it? With this in mind, how can we be of Consumerism is a growing tendency with assistance? Microsoft and Windows can which business users make their final accompany and assist your organization decisions about what devices, applications in successfully navigating this new reality and services to use to get their work done. of IT consumerism. We know how to equip organizations and how to orient What characterizes users? them to tread the path of consumerism ■■ BYO (Bring Your Own): users in a responsible manner. We can guide bring their own PC, intelligent and help them in running their business, phones and devices to work. while they capitalize on the potentials ■■ Displays: enthusiasm for displays of consumerism at the same time. (like the iPad) and PC whiteboards. innovations on vision issue 29 pag. 8 in september - november 2011

■■ Social networking: the use of the IT leaders who are driving their social networking (for businesses through this transition. example, Twitter and LinkedIn) at work and for work. Why are we the best company ■■ Personal cloud: work-related to assist customers? collaboration using cloud From the administration of devices computing applications (for and applications to the solutions example, web mail, storage on the of social networking, two things cloud and web applications). differentiate us from our competitors:

Controllers Widespread knowledge and solutions for ■■ More options: end users have both consumers’ and companies’ space. more access to more intelligent and cheaper devices, social networking Extensive and prolonged experience sites and cloud services. as consultants and partners of ■■ Enabling technologies: wireless IT companies and leaders. networks, cloud services, virtualization, powerful and Walk towards a YES intuitive devices, etc., enable, if not 1. Evaluate and understand altogether feed, this tendency. what users do and why. ■■ Blurring between work and 2. Consider the aspects, personal life: lifestyles have evolved including data security, device and to such an extent that the lines application administration. between work and play or personal 3. Use enabling technologies life have been blurred. Users want such as desktop virtualization consistent technology at work, at and cloud computing. home, and everywhere in between. 4. Update the policies in the organization, ■■ User expectations: in the final not only the IT department but also analysis, the expectations of the Legal, Human Resources, among others. user have increased; he/she expects 5. Implement a pilot program and technology at work to be as good adopt consumerism scenarios and as what he/she has at home. use them to drive business results.

What is our point of view? This is good! The risks of consumerism are being compensated by the potential benefits in terms of productivity and passion on the part of the user, innovation, competitive advantages More information on: and even cost savings. We think there http://windows.microsoft.com/ is great power in saying YES in a responsible manner, and that there en-US/windows7/products/home is a great opportunity available to innovations on vision issue 29 september - november 2011 in pag. 9 SharePoint and the Future of Social IT Productivity in 2012 Today’s social IT tendencies make it necessary for companies to provide users with the best productivity tools, similar to those that are used in their everyday lives. The use of SharePoint Server and Microsoft Office SharePoint Online allow for the generation of social environments with business purposes, permitting the company and its users to be more productive.

By Beatriz Naranjo Fernández for all the data and information that Marketing Business Productivity will allow us to capture, store, index, Manager for Latin America analyze and record a large part of our day-to-day existence, to the extent that we wish to share all this. ocial networking and social IT have already It will also offer us a platform for changed the way in which orchestrating the flow of information we create and maintain and technology in our lives so that our relationships with others and we always have instant access to sour environment. Nowadays, having social networks like Facebook, LinkedIn and Twitter, among others, allows us to be informed practically in real time of what is occurring in the world. As people, we are used to living with these technologies now and find it hard to conceive of a world without virtual identities.

Likewise, the cloud computing boom, with its massive data centers, is delivering almost infinite resources, providing us with the storage capacity and processing power it contains and will contain, very soon, practically the sum total of human knowledge. Additionally, the cloud will be a center innovations on vision issue 29 pag. 10 in september - november 2011

Take social computing to the company by easily and quickly having websites for team work, wikis (creation, exchange and review of information, simply and automatically), blogs, discussion forums, portals, personal websites and, therefore, to handle the knowledge Companies have base of the users in the company. to offer platforms that satisfy the Work in a collaborative manner efficiently by allowing for the sharing of documents among new methods of the team members and following up on communicating that projects, as well as searching for information we are all immersed and people based on related skills and/or data. in, platforms that allow Maintain the documentation up to date, by productivity to soar and that managing the team’s important documents support business processes and protecting the critical information of the business by permitting access to and policies. shared documents and to information.

Microsoft SharePoint also works with the family of Microsoft Office applications, making the collaborative creation the tools and data we need, and this and maintenance of documents easy. will mean that, both in our private lives Users can have access to them offline and business environments, we will or via mobile devices as long as they be capable of making decisions with have the authorization to do so. more information in less time, and, therefore, we will be more productive. Additionally, Microsoft SharePoint makes it possible to communicate This is why companies have to offer in real time via a simple click, platforms that satisfy the new methods of thanks to Microsoft Lync. communicating that we are all immersed in, platforms that allow productivity to soar and that support business processes and policies.

Microsoft SharePoint is the platform Further information that allows for these interactions. to be found at: Whether as an on-site server or http://sharepoint.microsoft.com/ on the cloud, Microsoft SharePoint en-us/Pages/default.aspx helps businesses of all sizes to: business solutions on vision issue 29 september - november 2011 bs pag. 11 Microsoft and Technological Openness Mixed IT Environment Solutions Using Microsoft Technology Microsoft is changing as a company and becoming more open – in the way we build our products, collaborate with our customers and work with others in the industry.

By Angel Santiago Iglesias, Director of the Commercial Strategy Group, Microsoft Latin America

icrosoft as a company has for of the contributions made, in 2009 many years participated in Microsoft donated 20,000 code lines the process of the creation to Linux’s Kernel to turn it into a of industry standards, first class host on Windows Hyper-V. to allow the different technologies Thanks to this contribution, Linux can mto communicate harmoniously with be virtualized on Windows Server Microsoft products and services. 2008 R2 and be administered in a centralized manner through Microsoft Mixed IT environments allow our System Center, thereby reducing the customers to have the best of all worlds. cost of resources for maintenance and They can have the advantages and monitoring of servers. This also allows support provided by Microsoft’s solutions customers to use a unified, robust and services for improving their work, platform like Windows Server to help without losing the tools developed manage and administer the systems. in other operating systems that are essential to their businesses. More than Following are the comments made 350,000 open code applications run by some of our customers: on the Microsoft platform nowadays, and this is more than 82% of the open code software available today. “Microsoft’s strategy on the cloud is something we have been contemplating The cost of technology is always one for the near future, as it provides of the most relevant issues, as in many us with the possibility of executing cases there used to be the need to have applications not only built on their resources in mixed IT environments .NET framework, but also on PHP, dedicated to maintaining servers with Ruby or Java, which contributes to different operating systems, given simplifying the administration of that many of the applications ran on mixed environments.” Juan Alcaraz, different platforms. As an example Responsible for IT, The Consolidada business solutions on vision issue 29 pag. 12 bs september - november 2011

accounts, academic follow-up, among other applications that make up the system.” Rene Clemente Suarez, Assistant Director for IT, Universidad Politécnica de Morelos Microsoft builds inter- operability into its “The integration of the two technologies was products to help customers so transparent that it gave us the pointer that the issue of inter-operability is very administer and reduce important to Microsoft.” Katia Navarrete, costs in today’s mixed Head of the IT Unit, FONAVIPO IT environments and At Microsoft we know that free software collaborates with and the open code have contributed customers, among and continue to contribute greatly to this them governments, to reality, and that is why we wish to connect to other all the people, businesses, groups resolve challenges of and governments in the region that are inter-operability between working on issues like free software, open Microsoft and other codes and standards and inter-operability, gain awareness of their concerns, place technologies. our platform and human talent at their disposal, and, above all, create spaces for entertainment and problem-solving in an “The development of a mixed system optimum, respectful and creative manner. Our with Microsoft solutions together with goal is to be able to provide our customers other types of solutions has allowed us to with solutions and products that allow them optimize all the school’s processes, such to work more quickly and efficiently in their as the generation of attendance lists, businesses. At Microsoft we are changing schedules, the students’ statements of as a company and are now more open.

More information on: To learn more about inter-operability and mixed environments, check out our Openness portal for more detailed information: http://www.microsoft.com/en-us/openness/default.aspx

To learn more about the technical aspects of the technologies Microsoft inter-operates with, check out our open code community at Openness@Microsoft for more detailed information: The purpose of this community is to maintain healthy and continuous communications among the open code community, where one can speak openly and honestly about the different topics to do with inter-operability, such as UNIX, Linux, Windows, among other open code packages. http://www.microsoft.com/en-us/openness/default.aspx business solutions on vision issue 29 september - november 2011 bs pag. 13 Microsoft’s Enterprise Agreement is Cloud Ready By Rosie Arrieta Although our customers are familiar with Licensing Marketing Manager Microsoft Latin America our software Enterprise Agreement, and appreciate the way it allows them to make e continue to hear that for many technology commitments over time, it was companies, this is the year they’ve time to evolve licensing options to address resolved to move some or all of these changes in the IT landscape. their applications to the cloud. As the Marketing Manager of So with customer and partner feedback at wMicrosoft’s Latin America Volume Licensing the forefront of our minds, we have made a Programs, my ‘what the cloud means to me” substantive evolution of the familiar EA. The story looks slightly different from my Microsoft new capabilities allow us to accommodate engineering or marketing colleagues. changing business models while still providing a single agreement imbued with flexible terms. Yes, the cloud is a place to host software; it’s an exciting new business model for customers, When I consider the biggest benefits of the partners and Microsoft; and it comes with updated EA, I would have to say that these lie an exciting delivery model that exposes new in the area of flexibility and are demonstrated engineering and deployment possibilities. But through the ability to match workloads to different from where I sit, the cloud has also opened up an types of users, the opportunity to adjust volume entirely different conversation with customers who and of online services to meet fluctuations are evaluating, not simply if they move, but, when, in workforce, and the flexibility to move users how, what and who they move to the cloud. between on-premises and online services as business requirements and expectations change. These discussions have continued to reinforce the notion that organizations are more Microsoft Office 365, announced in October thoughtful than ever in business planning and available now, is a great example of for technology purchases. A consistent the EA’s new flexibility to combine online theme across conversations regarding cloud services with on-premises software. computing is that each organization is unique with different motivations and timeframes Customers can still sign a single company- for moving to the cloud. Customers tell me wide EA that now also allows them to they’re ready to move, but want to transition license any mix of Office, SharePoint, to cloud services at their own pace; they want Exchange and Lync on premises and the flexibility to match cloud services to meet for Office 365 cloud services and be the needs of different types of users; as well flexible with their on-premises and online as the opportunity to adjust volume and mix investments. The updated Enterprise of online services to meet fluctuations in the Agreement also allows customers to move workforce; and lastly they want to easily vary licenses to the cloud and back without the number of online service users above their financial penalty and provides an option to Enterprise Agreement (EA) commitment. easily add incremental Office 365 users. business solutions on vision issue 29 pag. 14 bs september - november 2011 This is also the case for the new desktop application licenses on-premises or in the management solution introduced in March cloud in a shared hardware environment called Windows Intune. Windows Intune is with the ability to assign existing licenses an all-in-one solution that brings together to an authorized Service Provider. This Microsoft cloud services for PC management gives customers a deployment choice and malware protection with a Windows between on-premises and any authorized 7 Enterprise upgrade subscription. In this Service Provider’s shared datacenter way, with Windows Intune through the to help lower cloud infrastructure EA, customers gain the most cost effective costs by letting the Service Provider and flexible licensing solution to manage use SA customers’ existing licenses. and protect their PCs right away. There are other notable features of SA which While I have used Office 365 and Windows deliver even more value by helping customers Intune as examples here, we will be expanding plan for their migrations and manage their on- our portfolio of online services offerings to premises and hybrid environments through: include Windows Azure and others over ■■ Planning Services enhanced with time. Looking to the future we want to help Office 365 migration guidance customers and partners have confidence that Microsoft licensing empowers them to be ■■ N ew Planning Services from Server prepared for changing business priorities. and Tools Business for on-premises, cloud-based, or hybrid deployments Furthermore, one of the most compelling ■■ Systems Center Advisor cloud service aspects of the EA has been the support benefits for infrastructure management provided to help customers plan, deploy and ■■ Windows Thin PC for accessing use Microsoft technologies through the Software applications residing in a Assurance (SA) program. Since 2001 Software public/private cloud Assurance has expanded greatly to help customers boost organizational productivity, The bottom line? streamline deployments and get the most from Customers can mix and match online services their Microsoft purchases. With the customers’ alongside their on-premises applications and, IT landscape changing, SA has evolved to end users get to enjoy the latest technology better support customers’ use of Microsoft that is always up to date. IT teams gain technologies whether deployed on-premises, peace of mind through the much expected in the cloud, or in hybrid environments. security, reliability, and control provided by As customers consider moving to the cloud, cloud services, while also benefiting from SA delivers even more value by helping them not needing to deploy or maintain software plan for their migrations and manage their on- and hardware on-premises in the areas premises and hybrid environments through: where they have moved to the cloud.

■■ License Mobility through Software Assurance: An exclusive benefit for SA customers, License Mobility through Software Assurance is the tactical vehicle http://www.microsoft.com/licensing/ which lets customers deploy certain server business solutions on vision issue 29 september - november 2011 bs pag. 15 How would you like to control the costs of your software inventory, optimize your resources and grow your business? SAM is the solution.

By David Gonzalez Nares Director of Licensing Policy Microsoft Latin America

oftware Asset Management expenses by determining your (SAM) is a vital set of real software needs, and feel continuous business comfortable about viruses processes that provides and other threats by ensuring a system for administering and your IT infrastructure. effectively protecting software assets. ■■ Implement infrastructure s optimization, drive more automation The benefits of implementing a SAM and empower your personnel to program include financial control, increase their productivity. mitigation of risks, security and licensing ■■ Make IT a strategic asset for your compliance. A well implemented organization, one that will help SAM plan optimizes investments in TI your business grow by providing a and offers an integral focus for the solid organizational foundation. administration of software throughout ■■ Analyze new options in the use of its life cycle. The correct administration software through options of low demand, of software assets can help identify such as those on the cloud (the Internet). the software in an organization and eliminate any redundancies there might This better practice will give you control over be vis-à-vis the overlapping of licenses. your systems and help you optimize your IT assets and resources. Your entire organization A solid SAM strategy involves a will benefit from SAM with increased series of actionable steps that can productivity, visibility and profitability. increase the operating capacities of your IT personnel. These increased capacities become a strategic asset supporting the business results for the entire organization. Contact a SAM business partner This is how SAM can help your organization: now: http://www.microsoft. ■■ Save money by using what you com/sam/en/us/default.aspx already have. Eliminate excessive executive opinion on vision issue 29 pag. 16 eo september - november 2011 Customers and Partners are our Compass Ensuring a high level of satisfaction on the part of our users is one of the key pillars of our organization.

By Angel Santiago Iglesias, Director of the Commercial Strategy Group, Microsoft Latin America or Microsoft, the satisfaction social networks, the “Contáctenos” of its customers and partners (Contact Us) link in our product websites, is the starting place. Actively automatic feedback tools incorporated listening to their opinions into our software products and services is very important to us. that promote a relationship of cooperation. Our mission is to provide software and We are committed to guaranteeing the services that allow regular users and privacy of our customers in those systems. businesses around the world to achieve ftheir maximum potential. Our success Besides allowing us to communicate depends on continuous improvements in more effectively with our customers and the overall satisfaction they feel towards partners, the information systems provide our products, programs and services. important data that help us focus our business groups on the creation of better Our strategy with regard to the experience products and services. The interactions of our customers and partners includes a that are produced through these systems set of systems for obtaining information allow us to better understand the needs and tools for best approaching their of our users, respond with the improved needs and ideas. These include in-depth quality of our products, establish stronger interviews, online forums, debates on relationships and innovate in our business.

Join our global satisfaction survey Your opinion is our starting place and as part of the continuous effort to improve your experience with Microsoft, we will be conducting the World Customer and Business Partner Satisfaction Survey from September 26 to October 22, 2011. It is fundamental that our customers and partners answer the survey, as this is our way of getting to know your needs, suggestions and what improvements to implement so that your experience of our products, services, resources and people is continuously improved on. Learn more about our focus at: http://www.microsoft.com/about/ cpe/en/us/default.aspx Technological Partners, the Key to Success a project can be. You’ll find the partner you need at Pinpoint. becomes the differentiating factor that contributes to how successful FindingPartner Network. the supplier with the required experience Learn about the value by the offered members of the Microsoft f securing specificknowledge-bases among Partner Network programs point to From another perspective, the Microsoft and medium-sized businesses). specialized in the pyme segment (small Solutions. Likewise, it has companies and Certified in Partners Entertainment Certified Partners has identified differentcategories: (Microsoft’s business partner network) to Microsoft its needs, Partner Network technological partner that responds best In order company for every to have the practices. industry best the operation into putting for assistance and consulting training, commercial and technical supplier: good a up make that characteristics the of each attends needs, user’s end the by guided that, partners business of ecosystem its for strategy complete a displayed has it why is which this, of aware been always has Microsoft specific implementation or development. that steps in from the outside out a to carry in other words, the specialized company is their technological partner, to success in their IT projects internal IT department, the key for those that have their own or many organizations, even Microsoft Latin America Latin Microsoft Director Program Partner Business Lucía Álvarez Martha By , Gold Certified Partners executive opinion implementation or optimization of be in consulting, development, migration, is the essence of good whether service, it benefitThe next is training.Knowledge projects. customers’ their on working when used be will that tools the all with familiar become and company the in internally them use to as so licenses software original place, first the In benefits. many receives it program, partner business Microsoft the in enrolls company technological a When Program Director for Microsoft Latin America. says Martha Lucía Álvarez, Business Partner technological solutions to the marketplace”, is born of the to need deliver the best but also because the work we do together them that our products reach business clients, us, not only because it is exclusively through “Supporting our partners is very important to Life Management) practices, among others. business intelligence or ALM (Application and/or implementation of ERP and CRM, the applications platform, the development through topics such as licensing, virtualizing, own computer center) to the cloud, moving premise solutions (within the customer’s the desktop to data centers, and from on- competencies have established: been from their participants, which is why 28 different september -november2011 on vision issue29 eo

pag. 17 executive opinion on vision issue 29 pag. 18 eo september - november 2011 infrastructure. Microsoft Business Partners collaboration amongst its partners so have recourse to a broad range of that together they complement their modalities for training their professionals: certified skills and deliver better services. in-person courses, e-learning, a quality library, e-books and virtual labs. Microsoft New for partners is equivalent Certifications, well known in the to valuable for clients marketplace, represent the highest level The entire Microsoft Business Partner of training or formation; there are over 4.5 program is continuously being adapted million professionals certified in Microsoft to the way companies’ needs and market technologies throughout the world. tendencies are evolving. In this way, specific new skills exist today to confront Another valuable element, both for the cloud computing challenges that are members of the network and for the added to others such as virtualization companies that hire their services or buy – a technology recently adopted their products, is the Microsoft Pinpoint everywhere in the world – and business platform that links the offer to the demand. intelligence solutions, that are increasingly Technological companies can publish their available to organizations of all sizes. services and solutions there, easily and quickly, while companies interested in contacting The specializations referred to as cloud them can verify the evaluation they have computing have to do with the Microsoft been given and the skills they are certified in. solutions on the cloud such as Dynamics CRM Online, Office 365, Windows Intune Besides collaborating with their business and Windows Azure. Logically, the partners during the preparatory stages universe of skills and competencies is to provide better products and services, much broader, and it is organized around Microsoft works together with its partners six categories that sum up the principal through experts who assist with the needs of organizations with regard to IT: technical and commercial pre-sales stage, ■■ Applications platform and even beyond, accompanying the ■■ Productivity projects that are being developed with the ■■ Infrastructure customers. Thus, any challenge that may ■■ CRM and ERP arise will be dealt with via this backing and, ■■ Specific solutions for the middle market therefore, resolved in the best manner. ■■ Others (licensing, hosting, training, software asset administration, mobile An additional advantage to working with solutions, PC assemblers, etc.) members of the Microsoft Partner Network community is that they are part of a network. Often very specific needs arise or projects become more complex as time goes on, and this is when a partner who Check out knows the particular characteristics of that http://pinpoint.microsoft.com/en-XW/default. customer can integrate other technological aspx and find your next technological companies to provide the required expertise partner who comes with the and experience. Microsoft stimulates Microsoft backing. case study on vision issue 29 september - november 2011 cs pag. 19 Efficient, Citizen-Oriented Governance Supported by CRM Technologies

he National Government of entity was responsible for solving their Panama set up a Citizen Service problems, which often translated into Center based on the Microsoft wasted time or feelings of dissatisfaction. Citizen Service Platform (CSP), which is enabled by Microsoft The services of attention to citizens within each Dynamics CRM technologies and of the organisms were lacking in technology Rock Solid Technologies’ Respond software. This and adequate processes for efficiently handling is a system of contact with various channels for the incidents that were reported to them. receivingt complaints, accusations, ideas and This not only affected the quality of the suggestions, made up of a free call line from citizens’ lives but also implied a significant everywhere in the country (311), a and cost for the State and encouraged undesirable an e-mail address, all integrated into one. practices such as searching for “contacts” to help solve problems. On the other hand, This initiative was implemented in a mere 60 days, the media was now being used as a means and within 6 months half of the government entities to present complaints, with protests being that concentrate the largest part of citizen concerns carried out on the streets which demanded was operating with the new platform. Calls that the presence of the ministers and the press used to take minutes to tend to, often providing together wherever the incident had occurred, the wrong answers, are now attended within so as to force a commitment for a solution. seconds, and it is now possible to have a precise and reliable record of all citizen complaints. Likewise, “Every organism had some resources assigned for extremely efficient follow-up and problem-solving attention to citizens. This was highly inefficient, as mechanisms are set into place, which enhances the personnel was multiplied, the service was not the satisfaction of taxpayers and substantially improves the quality of State governance. More good, and there were no records or measurements than 12,000 requests for service were successfully of any type”, says Rodolfo Caballero Rivera, attended within the 6-month trial period. National Director of Attention to Citizens.

Situation Given this panorama, a project was devised for the Panama, a country located in Central purpose of “de-bureaucratizing” governmental America, has 3.5 million inhabitants. The attention to citizens. The President of the current State administration identified that country, Ricardo Martinelli, decided to create its citizens did not have the proper channels a Citizen Service Center for the first time in Check out through which to direct their complaints, history. A project was drawn up to create a single accusations or suggestions. Many people citizen service center that would service all the had no idea of where to call because the organisms while allowing the State to save on information they were given was confusing. installations for attention to citizens, personnel, In fact, Panamanians did not know which technological infrastructure and communications. case study on vision issue 29 pag. 20 cs september - november 2011 different channels: telephone, e-mail and a website. All the complaints, accusations, ideas and suggestions of the people of Panama are received here from all over the country, free of charge, whether via a fixed or a mobile phone, or through the Internet”, adds Caballero Rivera. Region: Panama

Different alternative technologies were Industry: Government evaluated, including the Motorola solutions, Tívoli’s CRM and Oracle’s Siebel. “These options Customer Profile: The National Citizen all had different problems: implementing Service Center is the organism created by the them would take a lot of time, or they Government of Panama to respond to all citizen were all in English, or there were no local enquiries and concerns. The National Authority consultants available or they were too for Government Innovation is the party in costly. In searching for the ideal solution, charge of providing technological solutions we discovered the Respond system from the for modern and efficient State governance. Puerto Rican company Rock Solid Technologies, which is based on Microsoft Dynamics CRM Initial Situation and other Microsoft technologies, which The new administration needed a platform enable the Microsoft Citizen Service Platform, that would allow a national citizen service or CSP. It was preconfigured for a Latin center to operate in an efficient manner, American government, which lead us to linking up with different State organisms. believe it would be faster to personalize for the Government of Panama, and this was Solution in fact the case: we managed to implement The Respond system from Rock Solid Technologies it within 60 days”, states the official. was implemented, an application developed on Microsoft Dynamics CRM for governments. Through a consortium made up of Telecarrier– Cable Onda (supplying the data center), Benefits Medata (operator of the call center), Rock ■■ The time taken to attend each call Solid Technologies and Microsoft, the three- dropped from minutes to seconds. part system was put into place to provide ■■ Over 80% of the cases are the technological infrastructure for the daily closed in the short term. operations of the National Citizen Service Center. ■■ Access is enabled 7 x 24, 365 days, from anywhere in the country free of First we ran a pilot program with 20 entities charge to any government entity. that were added one at a time. Now that the new platform has been running for six Solution months, 36 State institutions are operating “The National Citizen Service Center was created the 311, which is equivalent to 50% of all the as per Presidential decree. With the assistance State entities representing the Legislative, of the National Authority for Government Executive and Judicial government branches, Innovation, the infrastructure for the 311 service public companies and sponsors; another 36 was set up to attend the public through the entities will be added before the end of 2011. case study on vision issue 29 september - november 2011 cs pag. 21 “One important factor that contributed to Benefits our choosing the Rock Solid Technologies and The standards of the call center at Microsoft solution was the ease with which we present, according to the first 6 months’ were able to adapt it to our specific needs and statistics, show that of the 400 thousand how easy it then was for the users”, comments calls, 90% were attended in less than 15 Vielka Mora, 311 Director of Operations seconds; the citizens’ concerns are logged for the National Citizen Service Center. in the system in less than 4 minutes.

All the system’s users, whether operators Currently, the National Citizen Service Center is of the Service Center or the connections in service 7 x 24 and answers over 65,000 calls said have with each of the organisms, have a month, 96% of which are complaints (with access to the Respond application via a a rate of closing calls in the short term higher website. This “front end” (part of the software than 80%), 2.5% are accusations and the rest that interfaces with the user) operates on are suggestions or requests for information. Microsoft Dynamics CRM, which in turn Over 25,000 requests for service have already works on an infrastructure made up of been received, and 12,000 have been resolved Windows Server 2008 and SQL Server 2008. in as little as 6 months. “We are solving 600 complaints a week, on average”, reports the 311. Rock Solid Technologies, a Microsoft Gold Partner, developed Respond in .NET on Likewise, thanks to the features of Respond and Microsoft Dynamics and has accumulated a Microsoft Dynamics CRM, each of the organisms lot of experience in the last few years with is given a detailed report of the following on a local and national government projects, in monthly basis: open cases, closed cases, rejected Puerto Rico, its country of origin, and in cases, type of communication used, channel other countries in the region. “In the case chosen by each person, rates of effectiveness of Panama’s 311, the greatest challenge was of the process and of resolution within the the speed with which the authorities wanted timeframes stipulated in each service agreement to have the National Citizen Service Center in operation. Thanks to the willingness of with taxpayers, a ranking of the topics that most all involved and the support of the project, concern people, an opening per province, district but also thanks to the characteristics of the and country subdivision, and even details of the technology we used, we managed to do time each call is made so as to pinpoint what time in 60 days’ time what normally, and using of day more operations personnel is required. The other tools, would have taken us 6 months, rate of calls being dropped by users has dropped easily”, commented Engineer Ángel L. Pérez, significantly since the implementation of 311. Vice-President of Rock Solid Technologies. “Our mission is to modernize public governance, In order to implement the system, it was making the access of the Panamanians to necessary to solve the issue of inter-operability their government entities more speedy, with the Asterisk system, an open code easy and modern. With the National development used by Medata for operating Citizen Service Center and the Rock Solid call centers, and with the National Citizen Technologies and Microsoft technologies, Service Center’s web portal, inherited in PHP, we are achieving this now”, concludes the which can also receive complaints online. administrator of the AIG, Eduardo E. Jaen. CLOUD POWER IS GOING TO CHANGE THE WAY YOU DO BUSINESS.

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