At Microsoft we are well aware that Corporate Social We plan to update and expand our Citizenship reporting on a Responsibility is an on-going journey. And we are regular basis and we welcome comments and feedback on the committed to moving forward with the participation contents of this report. of our employees and other stakeholders. To contact Microsoft EMEA about our CSR and Community Affairs programmes: email: [email protected]

fax: +32 2 550 06 11

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Partner organisations: Partner East Middle and Africa North Corporation Microsoft Contents Microsoft EMEA Citizenship Report Page 1

“It takes more than great products to make a great company” Introduction, Chairman and CEO 2

Bill Gates, Chairman of the Board and Chief Software Architect, Microsoft Introduction, CEO Microsoft EMEA 3

“Amazing things happen when skills and resources are shared Company Overview 4 in partnership to empower people to realise their potential” 1 Responsible Leadership 10 Jean-Philippe Courtois, Chief Executive Officer, Microsoft EMEA Senior Vice President, Microsoft Corporation 2 Our Customers and Partners 18

3 People at Microsoft 30

4 Environmental Issues 34

5 In the Community 38

An online version of this report is available for download at: www.microsoft.com/emea Page 2 Microsoft EMEA Citizenship Report Introduction, Chairman and CEO Microsoft Corporation Introduction, CEO Microsoft EMEA Microsoft EMEA Citizenship Report Page 3

We see this report as an opportunity to share how we view our roles and responsibilities as a global industry leader and corporate citizen, and to enhance our communication with our many stakeholders about the Microsoft operates in over 55 countries across Europe, Middle East and Africa – the EMEA region, working with local partners in the government, industry and society at way we fulfil them. In this overview, you may discover large to empower people, businesses and communities to realise their potential. Our things you never knew about Microsoft – from how we presence in EMEA since 1982 has shown us the importance to our business of local partnership and collaboration, especially as a key means to learn from the region’s rich create innovative new technologies to how we empower cultural, linguistic, geographical and business diversity. people who have disabilities, and from how we support We are proud to work in EMEA as a group of companies employing more than 12,000 and advance open technology standards to how we people and a partnership channel for 400,000 software developers, 280,000 resellers strengthen communities worldwide. and millions of small and medium sized enterprise customers. We are convinced that when the company aligns its efforts to respond to shareholders’ expectations with its Microsoft’s mission is to enable people Our business is built on relationships – programme and activity highlighted commitment to deliver societal value, the net result is a strong strategy for sustainable and businesses throughout the world to with our customers, partners, investors, here is active and on-going. We look growth and innovation. realise their full potential. It is grounded and employees, and with the many forward to continuing to make a lasting in six core values that are the foundation countries and communities around the difference in the lives we touch and the We believe that corporate citizenship can be an asset for shared efforts to address the of our business, and expresses our world where we live and work. These communities where we do business, and big challenges and opportunities of our times. In EMEA these include the enlarge- conviction that it takes more than great relationships are crucial to us, and they to empowering more people who – ment of the European Union (EU) and the EU Lisbon goals for enhancing European products to make a great company. We depend on the choices we make and the because of age, geography, physical competitiveness and inclusiveness; the New African Partnership for Development believe that our mission, although actions we take every day – as a disability, or economic barriers – could (NEPAD); and the development goals of the Middle East under the broader banner of ambitious, is achievable. But we also company and as individuals. We are not otherwise reap the benefits of the United Nations Millennium Development Goals. Education, IT life-long learning and know that we can’t do it alone. committed to keeping those technology. We also aim to do even participation in the information society are key enablers of these development goals. relationships strong and healthy by more to deliver the best value for our As a company that recognises its role in society we want to contribute to the evolution communicating openly about our customers and partners; to increase our of the Corporate and Social Responsibility (CSR) debate in the region and welcome business practices, being transparent transparency as a company; to make the platforms for dialogue such as the EU Multi-Stakeholder Forum, to which we aim to At Microsoft our approach to citizenship about our performance, and remaining Internet a safe and trustworthy contribute. encompasses four major areas:

accountable for our conduct. environment for everyone; to limit our  Integrity in our own business policies, environmental impact and conserve In this report you will find examples of how we are putting our values and mission into practises and processes

As Microsoft has grown as a company, natural resources; and to provide an practice in the EMEA region and how we envision doing so in the future. From our work  Responsible IT leadership in contributing we have learned a lot about what it takes outstanding work environment for our with children in Lebanon and public education authorities in Jordan and Namibia, to to a sustainable information society for all

to build trust and keep it, to earn respect employees. disabled adults in the Czech Republic and the United Kingdom, with the United Nations  Mutual engagement with our staff on work- and return it, and to create the kind of High Commission for Refugees internationally and NEPAD in Africa, our partnerships place issues and our environmental impact

business environment that inspires We are unceasingly optimistic about the demonstrate the empowering nature of technology both economically and socially for  Partnerships for sustainable IT solutions successful partnerships and collabor- future of technology and the positive the communities, and for Microsoft employees. with educational institutions, civil society, ation. We know that our decisions have things it can do for people worldwide. and local communities. significant ramifications for other And while we’re proud of what we’ve Corporate citizenship is a journey not a destination. This report on our activities in companies and for people and accomplished, we’re even more excited EMEA, like our global report, is a marker on our journey. We are committed to continue Steve Ballmer Bill Gates communities worldwide. We take that about the opportunities that lie ahead our initial efforts in an open, inclusive and transparent way. We look forward to your Chief Executive Chairman and responsibility very seriously. for our company and, in partnership views and comments to help us shape Microsoft’s citizenship programmes in EMEA in Officer Chief Software with others, for the global community. the years to come. Architect Global citizenship, like the rest of our business, is a work in progress. This Jean-Philippe Courtois overview simply provides a snapshot of Chief Executive Officer, Microsoft EMEA where we stand today, because every Senior Vice President, Microsoft Corporation Page 4 Microsoft EMEA Citizenship Report Company Overview Company Overview Microsoft EMEA Citizenship Report Page 5

Company Overview

Microsoft is still a young, innovative company in an extremely dynamic and accessible to more people – would environment, we recycle and reuse many industry. We’ve come a long way in a short time, but the global business remove barriers and transform tech- materials to conserve natural resources. nology into an extraordinary tool that We work hard to maintain a positive environment in which we operate is evolving rapidly, too. Companies would empower millions of people work environment for our employees worldwide are being challenged in new ways – not only to offer better around the world. and vendors. And, underlying it all, we create innovative software that helps products and services, but also to enhance their corporate governance Today, Microsoft employs more than change the world by empowering people and provide greater transparency in how they conduct their business. At 55,000 people in over 80 countries. In to transform their lives and open the Europe, the Middle East and Africa door to their individual dreams. Microsoft, we have made changes in our organisation that are designed to (EMEA) we have 12,000 employees provide better customer service, create more opportunities for partners, working in over 55 offices, delivering Our Core Values products and services in more than 139 Six core values guide Microsoft and and enhance our contributions as a responsible industry leader. countries. serve as the foundation for everything we do. More than a corporate The Journey So Far From programming languages and philosophy, our values are as In 1975, most people had never heard of partners, helped spark a worldwide operating systems to Internet services fundamental to our business as an personal computers. You couldn’t even technology revolution that has and games, we’ve created a huge range of operating system is to a personal buy one – unless you wanted to buy a kit transformed the way people live, work, computer programmes. And we’ve never computer. They are: and build it yourself. Collaborating with learn, and are entertained. lost our passion for developing great

co-workers meant poring over photo- software that enables people and  Integrity and honesty

copies or, worse, carbon copies of Bill’s and Paul’s early vision of a businesses throughout the world to  Passion for customers, partners, and technology

documents. And for communication, we computer on every desk and in every realise their full potential.  Open and respectful with others, and dedicated to making relied entirely on telephones or the mail. home seemed like a fantasy to most them better

people when the two friends founded As Microsoft has grown, so have our  Willingness to take on big challenges and see them through

Microsoft co-founders Bill Gates and what was then called Micro-Soft. Today, responsibilities as a global industry  Self-critical, questionning, and committed to personal Paul Allen saw the potential to turn a it’s almost a reality. More than one leader. Those responsibilities require us excellence and self-improvement

hobbyist’s toy into something more. billion personal computers have now not only to compete, but also to  Accountable for commitments, results, and quality to They wrote a version of the BASIC been sold around the world, along with collaborate. We make investments that customers, shareholders, partners, and employees software language that would work on billions of other digital devices, all able help build the communities where we the firstpersonal computer, the MITS to share information in amazing ways. do business, and create opportunities Altair 8800. Microsoft® BASIC, and the for people who are disadvantaged. To many software programmes that soon What fuelled this revolution was the ensure that the way we operate our followed from our developers and belief that software – if made affordable business limits our impact on the Page 6 Microsoft EMEA Citizenship Report Company Overview Company Overview Microsoft EMEA Citizenship Report Page 7

Our Mission  Windows ® Client including the Just as we constantly update and Board of Directors Office of Legal Compliance Partners, customers or others outside Our mission grew out of our core values Microsoft Windows XP, Windows 2000, improve our products, we want to In September 2003, Microsoft We created an Office of Legal the company who have concerns about and remains closely aligned with them. and Windows Embedded operating continually evolve our company to Corporation named Dr. Helmut Panke, Compliance at Microsoft as a resource to compliance can report them to the It is to enable people and businesses systems. ensure that we are always in the best Chairman of the Board of Management enhance ethical business practises and Office of Legal Compliance by calling throughout the world to realise their full position to create innovative new of Bayerische Motoren Werke (BMW), as our ability to comply with a wide range the Business Conduct Line, e-mailing potential.  Information Worker including Microsoft technologies – and to provide a member of its Board of Directors. As of legal obligations and to help our [email protected] or Office, Microsoft Publisher, Microsoft outstanding service to our customers. the first member of the Board from out- employees and vendors understand [email protected], or by sending Organised for Service Visio®, Microsoft Project, and other side the United States, the move their responsibilities under the law. We a confidential fax to the director of We have organised Microsoft around stand-alone desktop applications. Business Operations represents a significant step in reinforc- have established a comprehensive compliance at +1 425 705 2985. For seven core business groups because we Responsible corporate citizenship is ing Microsoft’s commitment to a global education and compliance assurance more information please visit: believe this structure offers us the best  Business Solutions encompassing Great defined by good behaviour, not good approach and its focus on the EMEA programme at Microsoft that addresses opportunity to serve our customers – Plains® and Navision® business process intentions. At Microsoft, we’re proud of region. The Corporate Governance employment law, anti-discrimination www.microsoft.com/mscorp/legal/ and to provide our investors and applications, and bCentral™ business the way we operate every aspect of our guidelines and the Standards of statutes, privacy, civil rights, securities, buscond/ partners with a clearer view of how we services. business, and maintaining that high Business Conduct adopted by the Board international trade interactions, operate our business and govern the standard is the responsibility of every are available at: competition law and many other areas. company. Those business groups are:  Server Platforms including the Microsoft employee, contractor, and Microsoft Windows Server™ System vendor. That’s why we have codes of www.microsoft.com/msft/corpinfo.mspx Employees who need guidance about a integrated server software, software conduct, environmental policies, and business practise or compliance issue, developer tools, and MSDN®. other guidelines that spell out exactly or who wish to report a compliance what we expect from the people who concern, can place a collect call, via the

 Mobile and Embedded Devices work at, and with, Microsoft. international operator, to the Business including the Pocket PC, the Mobile Conduct Line on +1 704 540 0139. Explorer microbrowser, and the Smartphone software platform.

 MSN ® including the MSN network, MSN Internet Access, MSN TV, MSN Hotmail®, and other Web-based services.

 Home and Entertainment including Microsoft Xbox®, consumer hardware and software, online games, and our TV platform. Page 8 Microsoft EMEA Citizenship Report Company Overview Company Overview Microsoft EMEA Citizenship Report Page 9

Codes of Conduct corporate governance because they are Vendor Code of Conduct Corporate Social Responsibility to promote the CSR agenda. Business-to- Microsoft’s Standards of Business uniquely empowered to ensure that all As part of our commitment to provide a To co-ordinate and build on its commit- business dialogue as well as business-to- Conduct apply to all our employees, and stakeholders’ interests are appropriately positive work environment at Microsoft, ment to corporate responsibility, stakeholder dialogue enriches our set clear guidelines for them to follow balanced, protected, and preserved. The we require our vendors and their Microsoft has created a virtual CSR understanding of the growing role of when they are conducting business on Finance Code of Professional Conduct representatives to adhere to the same team, made up of representatives from business in society. The exchange of best behalf of the company. Training is being sets out principles and rules regarding professional standards of behaviour that various departments from across the practices and the work we undertake conducted for employees to acquaint individual and peer responsibilities, as we expect from our employees. The company and around the world. jointly is an invaluable source of them with these standards and the well as responsibilities to fellow Microsoft Vendor Code of Conduct learning, innovation and inspiration. company’s high expectations. For more employees, the public, and other covers everything from harassment to At the start of 2003, Microsoft EMEA For these reasons we are grateful to be information please visit: stakeholders. If you have a concern the use of e-mail and online resources, created the position of Director of members of business networks such as regarding a questionable accounting or and makes it clear that we expect our Community Affairs and CSR to co- CSR Europe (www.csreurope.org), the www.microsoft.com/mscorp/legal/ auditing matter and wish to submit the vendors to share our support of cultural ordinate these activities across all of our International Business Leaders’ Forum buscond/ concern confidentially or anonymously, and ethnic diversity, and our equal EMEA subsidiaries, working closely with (www.iblf.org), Business for Social you may do so by sending an e-mail, opportunity employment policies. Microsoft Corporate headquarters in the Responsibility (www.bsr.org), and We also have codes of professional calling the Business Conduct Line, or Partners, customers, or others outside United States and Microsoft colleagues Business in The Community conduct that apply specifically to sending a letter or fax to the director of the company who have concerns about from Canada, Latin America and Asia- (www.bitc.org.uk). We are also very employees who are engaged in certain compliance as outlined above. Microsoft’s procurement practises Pacific. proud to work with reference stake- types of business activities. For example, should contact the director of holders for example, the academic the Procurement Code of Professional As a global company we recognise the compliance. For information on our EMEA CSR director Elena Bonfiglioli community through the European Conduct applies to anyone at Microsoft need to respect the local languages, procurement practises and policies, says: ‘We are committed to listen and Academy of Business in Society (EABiS) who is involved in procurement or laws, regulations and business practises please visit: connect deeper, to foster social innovat- of which Microsoft is a founding supply-chain management activities, of the diverse communities in which we ion and sustainable growth internally member alongside IBM, Shell, Unilever such as negotiating contracts, managing operate. Consequently, we localise some www.microsoft.com/mscorp/ and with our communities, and to keep and Johnson & Johnson; and with the vendor relationships, and monitoring of our Codes of Conduct to reflect better procurement/process/contracting.asp learning and contributing in this emerg- Information Society Partnership for service delivery. those local requirements, and to ing area.’ African Development, part of the New communicate more clearly with our Partnership for African Development A further code of professional conduct stakeholders. As part of its commitment to further its (NEPAD), which we recently joined as a applies to employees who work in activities and practises on CSR, foundation member to jointly work on Microsoft Finance and manage the Microsoft is pleased to play its role promoting digital inclusion across company’s financial affairs worldwide. alongside other companies committed Africa. Employees of our finance organisation hold an important and elevated role in Responsible Leadership Microsoft EMEA Citizenship Report Page 11

“At the end of the day, our job is not done unless we have provided great opportunities for others to build world-class software, and helped make them successful in building it.”

Eric Rudder, Senior Vice President, Servers and Tools, Microsoft Corporation

As part of our renewed commitment to Creating New Opportunity our customers, partners, and develop- for Developers ers, we have built new leadership teams Developers are the foundation of our EMEA today for each of our businesses and increased business – our most critical audience leadership accountability throughout and our greatest asset. our company, while also expanding and Today in EMEA, we estimate that 40,000 nurturing our next generation of Microsoft has always had a healthy, employees within the IT hardware industry are focused on providing solutions to their leaders. Along with creating this new interdependent relationship with soft- clients using Microsoft technology. management structure at Microsoft, we ware developers. Our first products were Independent Software Vendor jobs related reaffirmed our core values and made PC programming languages, so we have to Microsoft technologies have doubled between 1997 and 2001 to 51,000 in EMEA living up to them a part of every deep roots in the developer community. and this is projected to increase to over employee’s performance review. From the beginning, the idea behind the 80,000 by 2006. In terms of those employ- Microsoft business model has been that ed in software development, over 400,000 developers are registered on the Microsoft We’re doing more industry outreach, we ensure our own success by attracting Developers Network. These are EMEA forming more alliances, and working developers to our platform and doing based developers working within the EMEA more closely with governments. whatever we can to help them succeed. IT industry and directly contributing to the growth of the industry and EMEA economy. Emerging problems like security and identity theft are too big and complex The success of Windows is due in no It is also estimated that 205,000 consultants for either industry or government to small part to the creativity and and systems integrators in EMEA are doing business on Microsoft platforms and tech- solve alone. We need more public/ innovation of developers who write nology. This figure is set to grow with private alliances to address these programs that run on the Windows estimates for 2006 exceeding 350,000 Responsible Leadership challenges, which will help the tech- platform. Our ability to attract develop- people representing one third of the IT specialists working for IT services compan- nology industry to continue to drive ers can be attributed largely to our ies in EMEA. global economic growth. decision to make our application programming interfaces (APIs) available In terms of technology resellers, almost 1,300,000 people are engaged in reselling It comes down to this: Microsoft is to all developers, even potential As an industry leader, Microsoft recognises its solutions that incorporate Microsoft tech- Part 1 totally committed to working with our competitors. Our open-API model nology, which equates to two-thirds of the responsibility to set and maintain exceptionally high partners and developers to provide allows developers to call features of the total 1,800,000 people in all reseller innovative technologies that will Windows operating system into their channels. standards of product quality and support, and to deliver continue to empower people worldwide own programs, which eliminates the excellent customer service. Our customers and partners and transform the way we live, work, need to create those features from and learn. scratch, saves time and money, and expect this of us, and we demand it of ourselves. makes their applications run efficiently. for users. Today, using eXtensible Mark- up Language (XML) and Microsoft .NET As a result of these APIs, plus the tools technologies, we’re making it just as easy and support we provide, more for developers to write rich, interconnect- developers – approximately seven ed Web services as it is to write traditional million worldwide – write software for applications and Web sites – a change the Windows platform, which in turn that is creating exciting new opportun- makes it the most compelling platform ities for developers. Page 12 Microsoft EMEA Citizenship Report Responsible Leadership Responsible Leadership Microsoft EMEA Citizenship Report Page 13

“Since the creation of the Cambridge lab, research done there has been applied to a wide range of products including the Tablet PC, Pocket PC, Picture It! and Visual Industry Leadership through Studio. By ensuring this technology transfer, customers Innovation The future of technology lies in inno- and partners receive a constant supply of new products vation, and innovation occurs when and technologies that help them realise their potential in a information is shared. That’s why in 1997 Microsoft Research (MSR) was set rapidly changing environment.” up in Cambridge, UK with the goal of Jean-Philippe Courtois, Chief Executive Officer, Microsoft EMEA providing academic communities with Senior Vice President, Microsoft Corporation an environment that would help stimulate the creation of next generation technologies that have an impact on Creating New Opportunities Microsoft a small part of a broader Microsoft and Innovation millions of people around the world. The late Roger Needham, former for Partners industry that develops, implements, We live in an age where changes in Today, MSR Cambridge has 75 research- Managing Director Microsoft Research, Microsoft has a longstanding, unwaver- trains and provides services related to, computer technology are leading to ers representing 16 nationalities who summed up the goals of the Cambridge Microsoft Research (MSR) ing commitment to its partners. Our or powered by, Microsoft-innovated increasingly dramatic innovations in the work with Cambridge University and lab as follows: ‘We’re constantly products and solutions have always technology. way we use computers and how tech- Microsoft research labs in Beijing and deepening our partnership with been sold and deployed through partner nology enhances our daily lives. Break- Redmond to invent future technologies academia, and are jointly committed to At Microsoft Research (MSR), we define channels, and we have never strayed A strong partner model will be even throughs in computing have led to in areas as diverse as imaging, program- developing ideas and solving many of tomorrow’s technologies. Microsoft’s Cambridge, UK, R&D centre and the recently from our promise to enable our partners more critical in the times ahead. To exponential growth in processing ming tools, home network management the key challenges in computing’. opened European Microsoft Innovation to develop, sell, and support great realise new growth opportunities, we power, graphics, storage, networking, and human-technology interfaces. Centre (EMIC) in Aachen, Germany are two technology solutions. need to look at how our technology can and other areas, with capacity often The European Microsoft Innovation examples of co-operation and knowledge exchange platforms between Microsoft and enable businesses to become more agile. doubling or quadrupling in a few Microsoft is continually working on Centre (EMIC) opened in May 2003 in universities in EMEA. Microsoft partners with roughly How we enable business agility will vary months to a year. These technological ways to make powerful applications Aachen, Nordrhein-Westfalen, Germany. 750,000 companies worldwide, and dramatically from one customer to advances have made possible a easier to use by all. This includes the It focuses on applied research and more than 350,000 of those are outside another, and determining individual proliferation of new devices – digital latest revision of its Digital Image Suite technology development for projects the United States. These affiliations help business needs is where our partners cameras, Tablet PCs, Pocket PCs, and of applications, where top scientists at that are aligned with the established Microsoft Research at Cambridge can our partners increase revenues, lower play a critical role. Microsoft can only Smartphones – that offer new ways for MSR Cambridge developed unique technology priorities of the European be found at: costs, bring new products to market succeed in this if our partners are us to stay connected. technologies to automate many of the Union. Created to foster public-private faster, and improve their recognition in successful, too. complex tasks needed to enhance or partnerships throughout Europe, the http://research.microsoft.com/aboutmsr/ the marketplace by linking their own In 1991, Microsoft recognised the edit digital photos or images. Research work at EMIC contributes information labs/cambridge/ products with the Microsoft brand. In To ensure this, we must provide the approaching technology revolution and work on projects such as patchwork and technology expertise to public-private addition, partnership can help fuel local tools, training, and resources partners saw an opportunity to lead it. Microsoft blender now enable all users to quickly partnership-based projects. Working employment. While Microsoft employs need, and keep communication flowing made a strong commitment to basic identify and remove elements of a together with academic institutions and over 12,000 people across the EMEA consistently in both directions. computer science research by establish- picture, while seamlessly filling the hole industry partners, EMIC will region, research by International Data Microsoft is developing innovative new ing the first software company research left behind with a convincing back- concentrate its efforts in security and Corp. (IDC) shows that Microsoft’s programmes to help our partners lab, and the company continues to ground – making it easy to remove privacy, mobility and wireless, Web contribution to employment across the succeed, and we’re making major end-to- invest heavily in research. In fiscal year unwanted figures and elements from services technologies and social EMEA region goes far beyond direct end investments inside the company to 2003, Microsoft invested $4.7 billion in photographs. concerns such as e-learning and e- employment. Through its open create a framework that will enable our research and development (R&D). health, where new technology solutions partnership approach, Microsoft helps partner ecosystem to remain strong and and discoveries can make a contribution to generate an estimated eight independ- vibrant. and have a positive impact. ent jobs for every Microsoft job, making Page 14 Microsoft EMEA Citizenship Report Responsible Leadership Responsible Leadership Microsoft EMEA Citizenship Report Page 15

Making Dreams Real Microsoft Research University At its heart, MSR has two goals: driving Relations innovations that can change the Microsoft Research University Relations industry in areas such as natural is committed to supporting all aspects of language research and programmer the worldwide university computing productivity, and transferring those environment. Its mission is to build innovations from the lab into the hands world-class relationships with key of users. Today, MSR’s work can be universities, government agencies, and found in virtually every Microsoft industry partners that enhance the product. For example: teaching and learning experience, inspire innovation, and establish

 Tablet PC Handwriting-recognition Microsoft as a leading technology technology that converts handwriting to partner for higher education. digital text, digital ink technology that enables users to write on the Tablet as they We take our responsibility to the inter- would on paper, and ClearType® font national academic community very Germany and the University of Lyon in technology that makes it easier to read on- seriously. We contribute more than $75 France to trial a new concept of screen text. million a year in cash and software to community self-help for information academic institutions around the world, technology. The first University Support

 MSN 8 Spam control filters that offer a and we’re making more software Centres (USCs) have been established vast improvement over previous versions available for teaching and research. For where students from computing and and enable the industry’s best tools to example, last year we announced an engineering schools provide technical combat spam. academic version of Microsoft Visual helpdesk services to the broader Studio® .NET to make it easy for education community. It is envisaged

 Windows XP Advanced multimedia university faculty and students to begin that this model will be made available to technologies that enable more secure, using Microsoft .NET technologies in other universities providing low/no cost reliable streaming transmissions and the classroom. We also partner globally technical support services to the broader audio quality, improved search with academic institutions on curric- education community including capabilities, and encryption and anti- ulum development. Each year, we host primary/secondary schools. piracy tools that make Windows XP the faculty summits at Microsoft, bringing most secure Microsoft operating system together hundreds of faculty members In 2003, Microsoft was again a major Microsoft recognises that by working in to date. from all over the world. It’s a chance for sponsor of the global IEEE Computer partnership, education institutions will us to hear what’s going on across the Society International Design Comp- be able to harness the power of inform-

 Smart Personal Objects Technology academic research community, to learn etition (CSIDC). The CSIDC is an ation technology and effectively use IT (SPOT) Smart technology that makes how we can help and participate, and to annual challenge that offers teams of in teaching and learning. everyday devices such as watches, key show educators and researchers what under-graduate engineering students chains, and alarm clocks more useful by we’re working on. the opportunity to design, from incept- enabling them to deliver a wide range of ion to prototype, a special purpose personalised information, such as news, As part of Microsoft’s commitment to computer-based device to solve a real- traffic reports, stock quotes, weather promoting partnership with Higher world problem. information, and instant messages. Education, Microsoft has made invest- ments in the Universities of Karlsruhe in Page 16 Microsoft EMEA Citizenship Report Responsible Leadership Responsible Leadership Microsoft EMEA Citizenship Report Page 17

“This is a momentous announcement and MSN should be congratulated on the leadership position it has taken … I hope this move will give a huge boost to industry-wide MSN has also created a MSN Premium delivers extensive efforts to achieve a safer experience for online users.” Safe Online Parents & Children channel in the features for remotely managing John Carr, UK Director, Children & Technology Unit, Netherlands and works with the police, children’s experiences and includes National Children’s Homes Action For Children the Dutch Government, De Kinder- features such as the easy-to-read and and Internet Adviser to the consument (Child Consumer), Groep understand weekly Online Activity Children’s Charities’ Coalition for Internet Safety Veiliger Internet voor Kinderen (Safer Report, which provides detailed infor- Internet for Children Group), The Music mation regarding how kids are spending In the UK, MSN is a core member of the Factory (TMF) and MusicTeleVision time online, and the ability to review Government’s Task Force on Child (MTV) on child safety online. For more pending requests remotely. Additional Protection on the Internet, which con- information please visit our web site: features such as Ask Now and Instant sists of industry members, government, Block also help parents interactively charities such as the Internet Watch www.msn.nl/veiligonline manage their kids’ online experience Foundation (IWF) and Child Net, hot- while they are near the family computer line operators and law enforcement. It Microsoft supports online safety initi- running MSN Premium. has played a key role in producing best atives in a number of other countries, practice documents and educational including sponsorship of the In-Hope After launching in the UK, US and campaigns. More information can be conference in Berlin, and is a member of Canada in January 2004, MSN Premium found on our dedicated child safety site: the European Internet Services will be rolled out to over a dozen Providers Association (EuroISPA). markets worldwide over the course of www.msn.co.uk/staysafe the year. In addition, Microsoft provides innovat- an educational tool intended to help ive tools such as MSN Premium Parental We’re Just Getting Started parents to protect their children online. Controls, designed to help parents keep This first decade of the 21st century, a MSN UK and its dedicated child protect- their children safe while online. They time Bill Gates has called the Digital ion officer have been, and will continue, are built on advanced, patented Decade, holds immense promise. to work closely with Britain’s Home Microsoft technology and incorporate

Online Consumer Safety  Work with partners in the voluntary Office Task Force on Child Safety, the new content-filtering technology. The We believe that computers powered by Last year Microsoft decided to close sector, child protection professionals, police, children’s charities and industry Parental Controls provide broad advanced software will make Internet- Our dedication to constant innovation is down its MSN Internet Chatrooms. As a parent groups, governments and both watchdogs on the best long term coverage of areas in MSN such as e-mail, based computing and communications reflected in our on-going commitment to responsible industry leader we felt it local and international law enforcement solutions to stamp out the industry- instant messaging and Web browsing, easier, more personalised, and more research and development. Over the necessary to take this step to help safe- agencies to find practical solutions to the wide issue of child abuse online. perform page-by-page evaluations of productive for individuals and business- past 10 years, we have invested more guard children from inappropriate many complex aspects of this issue. sites, and provide the flexibility to view es around the world. We envision smart than $23 billion in researching and communications online and to protect In France, MSN is involved in Le appropriate pages within a site while software continuing to weave technolo- developing innovative solutions to users from unsolicited information such  Provide users with innovative, accessible Forum des droits sur L’internet, a forum preventing the viewing of pages that gy into the fabric of our everyday lives – address the technology problems of as Spam. and effective tools and information to of industry and public bodies that is may not be appropriate for children. keeping us connected to the people and today and tomorrow – and in solving help protect themselves online. mandated by the Government (French information that are meaningful to us. our customers’ problems. It’s our belief As one of the world’s most popular Families Ministry) to deliver recom- And we know that we will continue to be that the true measure of our success is destinations on the Internet, attracting  Educate, inform and deliver improved mendations to improve online safety for motivated and inspired by how innovat- not in the power of our software, but the 350 million unique users each month, technology to empower parents by children in France. More information ive software empowers people world- potential it unleashes in the people who MSN takes the issue of child safety on building controls to limit children’s can be found on our web site: wide to change their lives. use it. the Internet very seriously. Its broad exposure to inappropriate content and principles are to: threats to their safety. www.msn.fr/tech/internet/protection_ parentale/default.asp Our Customers and Partners: Investing in Their Future Microsoft EMEA Citizenship Report Page 19

“Microsoft is 100 per cent committed to delivering new opportunities for our partners and enabling them to realise their potential. Our $500 million investment in partner programmes and services underscores our commitment to partner satisfaction, and our focus on delivering the strongest technology platform through Microsoft .NET and XML Web services.”

Steve Ballmer, CEO Microsoft Corporation

We are focused on delivering great value Listening to Customers and Partners from customers is factored into all of our to our customers and giving them an Every year at Microsoft we conduct a products and programmes, and into the outstanding customer experience, based comprehensive survey called the business decisions we make every day. on exceptional service and state-of-the- Microsoft Worldwide Customer and art technical support. Our ability to Partner Satisfaction Study. Our most Microsoft Technology Centres achieve this depends on how we interact recent study resulted in more than (MTCs) and engage with our customers, how we 30,000 completed customer and partner Following positive customer feedback team up with partners to deliver great interviews in 70 locations around the and the success of our five Microsoft solutions, and how well our business world. As part of our commitment to be Technology Centres (MTCs) in North groups collaborate to provide software a highly customer-focused company, we America, we brought the concept to the and solutions that help our customers make this information available to EMEA region and we now have two new realise their potential. Microsoft employees worldwide through centres at Microsoft in Reading, UK and the Microsoft Customer Satisfaction Munich, Germany. Our Customers and Partners: The key is to continually strengthen our Dashboard – a simple but powerful tool relationships with customers – from to help employees access customer We work side by side with our custom- Investing in Their Future individual home users to the largest satisfaction data and see for themselves ers’ architects and developers to rapidly multinational corporations – and to what feedback our customers have on find solutions to their technology ensure that their voices are heard and our products, services, and business challenges. To aid this goal, the MTCs heeded in every aspect of our business. policies. have formed alliances with industry At Microsoft, we’re motivated and inspired every day by leaders that provide comprehensive Part 2 how our customers and partners use our software – finding The Microsoft Customer Satisfaction resources such as hardware, software Dashboard is unique in our industry and services to MTC customers to create creative solutions to business problems, developing and an important breakthrough for our a perfect environment for development. breakthrough ideas, and staying connected to the people company, but it is only one part of our larger vision to bring the voices of our and information that are most important to them. customers directly into Microsoft. In all of our contacts with customers – from sales and support services to focus groups and usability studies – we strive to strengthen the connection between our customers and employees. Our goal is to make sure the feedback we hear Page 20 Microsoft EMEA Citizenship Report Our Customers and Partners: Investing in Their Future Our Customers and Partners: Investing in Their Future Microsoft EMEA Citizenship Report Page 21

“Our government gateway is part of an ambitious process undertaken by the Romanian Government to enable better interaction with its citizens, in order to avoid time consumption and to reduce bureaucracy.”

Dan Nica, Romanian Minister of Communications and Information Technology

Supporting Our Customers Customer Feedback Partnering with Customers  In 2003, we signed a partnership agree- Microsoft Product Support Services Another way we are supporting In the new economy, online technolo- ment with the Maltese Government to (PSS) provides worldwide customer customers is by using feedback to gies can make a real difference to the help address their e-government and service and technical support for improve customer experiences with our way in which governments interact with education objectives. Following that Microsoft customers – from individual new error reporting tools. This lets business and private citizens. At agreement, 7,000 Maltese students consumers to the largest multinational customers choose to send us an error Microsoft, we are partnering with public gathered to register for the latest versions corporations. Support offerings include report whenever anything goes wrong authorities across the world to help of original Microsoft software. Austin a vast array of self-help, assisted with a Microsoft application or operat- develop and deliver their e-government Gatt, Malta’s Minister responsible for support, and managed support services ing system, which helps us gather real- objectives. e-government, said that the deal would to meet our customers’ needs. We world data about the causes of present Maltese students with oppor-

deploy approximately 9,000 support customers’ problems. Error reporting is  One of these projects, the Romanian tunities for training in the latest tech- professionals around the world as part now built into Office, Windows, and e-Government Gateway (National nology to become the skilled workers of our on-going effort to reach more most of our other major products. Electronic System), has been selected by necessary to attract international customers and keep our support teams the Grand Jury for a World Summit Award companies to the country. Malta, he close to them. PSS provides continuous One thing we’ve learned from these (WSA) highlighting the best in e-content continued, was being placed on the technical support and customer service error reports is that about 20 per cent of and creativity in the context of the World European Information and for more than 170 different products – software bugs cause 80 per cent of all Summit on the Information Society, which Communications Technology map. 24 hours a day, 365 days a year – and errors. Even more incredible, one per was held in Geneva during December handles more than six million support cent of the bugs cause half of all errors. 2003. Selected as one of the five best pro- cases every year via telephone, Web, and Knowing this allows us to prioritise jects in the e-government category, on-site contact. debugging work on our software to the gateway lays the foundations for a achieve the biggest improvements for transformation of Romanian public Our support Web sites receive more customers in the least time. services online, providing a single access than 200 million customer visits point to the services and information of annually, and provide a rich set of self- Error reports help identify bugs not only local and central public institutions. help tools and content tailored to in our own software, but also in specific customer segments and needs. Windows-based applications made by The gateway can be found at: independent hardware and software www.e-guvernare.ro vendors. About 450 companies have accessed our shared database for error reports related to their products, and are using that information to make dramatic improvements. We’ve also created soft- ware that enables corporate customers to redirect error reports to their own servers, so that administrators can find and resolve the problems that are having the greatest effect on their systems. Page 22 Microsoft EMEA Citizenship Report Our Customers and Partners: Investing in Their Future Our Customers and Partners: Investing in Their Future Microsoft EMEA Citizenship Report Page 23

“Learning IT skills opened up a whole new world for me and showed me that cutting-edge technologies can be a precious aid to help people with disabilities create their own violent civil conflicts. In Europe alone Technology Vendor Programme, which opportunities and regain access to the professional world.” there are 39 million disabled people and includes an online catalogue that makes over 400 million disabled people in it easy for customers to locate and Martin Kovar developing countries worldwide. Nearly purchase Windows-compatible assistive Co-founder, PCs Against Barriers 20 per cent of the working age pop- technology products. To access the ulation have a disability and, as the Assistive Technology Vendor Pro- average working age rises, so the rate of gramme online catalogue, please visit: disability will increase. www.microsoft.com/enable/at/search.asp “Technology has enabled me For more than a decade, Microsoft has to train in a fashion that just been making accessibility a consider- The real value of accessibility is reflected  Dyslexia International Tools and  AbilityNet is a leading UK charity offering ation at every phase of the software in the way thousands of people with Technologies (DITT) is an all-volunteer professional expertise in adapting a few years ago would have development process. It continues today disabilities have used technology to team of professionals working with young computers for use by people with all been impossible.” with the unique accessibility features change their lives for the better – one of dyslexics and leading experts to create, kinds of disabilities. Its services are built into Office XP and Windows XP. the clearest examples of how technology promote and make accessible tools and provided through an expanding network Tanni Grey-Thompson, OBE Since our initial involvement with can empower people to realise their technologies that will help dyslexic of regional centres and consultants. (Order of the British Empire) accessibility issues, we have continued potential. learners succeed in a competitive world. Microsoft and AbilityNet are working Athlete our dedication to improving the Microsoft shares DITT’s vision and grants together to help disabled people make

accessibility of our products and  Microsoft has teamed with the Aristotelian financial support to increase IT literacy the most of their talents through the use creating new and better technologies University of Thessaloniki’s School of among the participants in progammes of information technology. For five years, Our Commitment to Accessibility that everyone can use. Many technology Technology to develop a localised version initiated by Dyslexia International. Microsoft has provided funding for the A key example of Microsoft listening and features that were originally designed to of the Microsoft Narrator program, AbilityNet centre located on the Microsoft

responding to customers is our assist people with disabilities – such as enabling the sight-impaired to use  When a serious accident left Martin Kovar UK campus in Reading and support for a Martin Kovar longstanding commitment to develop- adjustable font sizes and audible alerts – computers in the Greek language. disabled, he faced the difficulty of new online service, My Computer My ing accessible technology that creates can help others tailor their work en- learning new, marketable skills that would Way. The service provides free hints and

new opportunities for people with vironment to their particular preferences  Among the disabled athletes who enable him to continue to be active in guidelines to help people customise their disabilities. Microsoft is continually and needs. competed at the Commonwealth Games society. He found new hope when he computers to suit their individual needs. exploring and evolving accessibility held in the summer of 2002, was Tanni discovered a passion for IT and, wanting solutions that are integrated with our Our Accessible Technology Group Grey-Thompson, the UK’s best-known to offer others the same opportunity, he products. (ATG) has approximately 40 people gold medal winning Paralympic athlete. co-founded PCs Against Barriers, a re- “We value Microsoft as a partner because working with product developers, We provided Tanni with a range of online skilling programme with a difference. they share DITT’s vision to work with Many commentators underestimate the assistive technology companies, and tools and mobile devices to help her Supported by the Czech Republic’s number of people for whom a physical disability advocates to help ensure that communicate with Jenni, her Australia- Charter 77 foundation, the programme young dyslexics and leading experts to or mental impairment creates a sub- people with disabilities can use software based coach. Using our technology, Jenni combines extracurricular activities, such as create, promote and make accessible tools stantial disadvantage when they seek developed by Microsoft and other comp- could take over the roles of monitoring physical rehabilitation activities, with employment or access to the wider anies. The overall mission of ATG is to Tanni’s heart rate and blood levels, freeing computer instruction, a combination of and technologies that will enable dyslexic benefits of citizenship. Disability is make accessibility an integral part of all up Tanni’s mind to concentrate on physical and mental activity which enables learners to succeed in a competitive world.” estimated to affect 10–20 per cent of Microsoft platforms, products, pro- training and winning at the highest levels. people to overcome the barriers their every country’s population and this grams, and services. In addition, ATG disability presents. Since its inception, PCs Judith Sanson, Executive Director,

figure is expected to grow because of increases awareness of what is possible Against Barriers has provided IT skills Dyslexia International Tools and Technologies (DITT) poor health care and nutrition early in today with accessible technology. ATG training to hundreds of people, many of life, growing elderly populations and also manages the Microsoft Assistive whom have gone on to fulfilling second careers or to launch their own businesses. Page 24 Microsoft EMEA Citizenship Report Our Customers and Partners: Investing in Their Future Our Customers and Partners: Investing in Their Future Microsoft EMEA Citizenship Report Page 25

“I think, for everyone concerned, the European Year of People with Disabilities has had great benefits in terms of awareness-raising and encouragement of open dialogue. It  As part of its contribution to the decade  Microsoft South Africa is supporting the should be clear that this was never intended as an isolated for Handicapped Children in Egypt, Witwatersrand University’s Disabled Microsoft is extending its community Students’ programme which provides IT initiative, but rather as an impetus towards further change. work to focus on visually impaired skills training to students with disabilities We have all heard recent calls from campaigners on the children and young adults by establishing and makes university degrees more an Internet Learning Centre in one of the accessible. The programme’s goal is to need to introduce further, concrete change going forward, branches of the Integrated Care Society. establish a computer laboratory equipped and at Microsoft we intend to play our part in that.” The Integrated Care Society is one of the to allow students with disabilities to sit for first Non-Governmental Organisation their examinations. Umberto Paolucci, Senior Chairman, Microsoft EMEA (NGO)-established centres for children

with special needs and is playing a major  Although 13 per cent of the population in role in helping these children have a Israel (about 600,000 people) is either better life. The Khaled Ibn El Waleed, disabled or elderly, much remains to be Imbaba branch of the Integrated Care done to increase awareness in the country Society, where the Internet Learning of the special needs of those two groups. Centre will be located, receives more than Accordingly, Microsoft Israel is partnering Working with Governments partners of the EYPD include Accor, government, co-ordinating closely on 200 students and 100 adults daily. with Access Israel (an accessibility NGO) on Accessibility Adecco, Fiat, Hewlett-Packard, IBM, policy issues, and participated in leading and with the Israeli Association for Microsoft works on accessibility issues Manpower, McDonalds, Schindler, Sony, industry-related activities. Finally, as

 Microsoft Ireland is active in a number of Community Centres to create accessible with governments and other technology UITP and Volkswagen. part of our external activities, Microsoft efforts to enhance the lives of the disabl- community centres, located near large industry leaders across the region. In hosted a variety of accessibility-related ed through information technology. Some disabled communities, providing them the U.S., Microsoft is fully engaged in The aim of the initiative is to drive events, raising awareness around of those initiatives include support for with assistive technology and software Section 508 of the Rehabilitation Act, progress towards equal rights and Microsoft accessible technologies Enable Ireland, a programme that helps (Microsoft Office, internet) as well as on- which took effect in June 2001 and inclusion for people with disabilities among the disability community those with disabilities acquire IT skills; and going technical support. requires federal agencies to ensure that across Europe, with attention focused through speaking opportunities, tech- support for the Special Olympics, held in any electronic or information tech- on areas of society where barriers and nical events, and sponsorship of the Dublin in 2003. For more information on some of our nology they develop, procure, maintain, discrimination remain. EYPD tour bus. projects throughout the EMEA region, or use is accessible to people with dis- “The European Year of People with Disabilities is please visit: abilities. We are working closely with Microsoft supported this campaign an historic opportunity to improve the situation federal IT managers and industry through a series of activities throughout www.microsoft.com/emea/ accessibility leaders to help government agencies Europe. Microsoft’s support for the of disabled people throughout Europe. Disabled comply with the regulations and we are EYPD consisted of three primary pillars people are citizens with equal rights. They are active providing the tools companies need to of action: internal awareness, outreach develop accessible technologies that to policy makers and external activities. as politicians, workers, consumers, tax payers. New meet the standards. As part of the internal awareness cam- measures and active involvement from all sectors paign the Accessible Technology Group In Europe, Microsoft was an official (ATG) designed and delivered an should lead to a positive change in the way our corporate partner for the 2003 education programme to increase societies include disabled people. 2003 shall be the European Year of People with understanding and awareness of Disabilities (EYPD), an initiative accessible technology and disability start of a new era, a new way in which society will look supported by the European rights and legislation. As part of our at people with disabilities.” Commission and the European collaboration with policy makers, we Disability Forum. Other corporate reached out to regulators and Yannis Vardakastanis, President of the European Disability Forum Page 26 Microsoft EMEA Citizenship Report Our Customers and Partners: Investing in Their Future Our Customers and Partners: Investing in Their Future Microsoft EMEA Citizenship Report Page 27

Public Policy and Industry Issues Trustworthy Computing In early 2002 we took the unpreced- Protecting Your Privacy Microsoft adheres to two overarching The Internet has become an increasingly ented step of stopping the development At Microsoft, we are committed to privacy principles: Some problems that affect our custom- powerful tool for business and com- work of some 8,500 Windows engineers helping you protect your privacy and ers are simply too big or too complex for munication, but it has also created new while the company conducted 10 weeks personal information, and to developing  Microsoft will not transfer your personal one company to solve alone. We are security risks that can threaten the of intensive security training, analysed technologies that enhance the safety and information to third parties without your increasingly involved in alliances with confidentiality, integrity, and availability the Windows code base, and instituted a security of your computing experience. consent. industry colleagues and government of data and systems. threat-modelling process that taught In June 2003, Computerworld ranked agencies, and together are attempting to programme managers, architects, and Microsoft as one of the top 10 privacy  We believe that you should be able to find solutions to some of the most To help our customers address these testers to think like software attackers. leaders among Fortune 100 companies, exercise control over how your personal difficult challenges facing businesses concerns, in 2002 we established the We have now instituted a Trustworthy which the magazine defined as information will be used. We also believe and consumers today. Trustworthy Computing (TWC) Computing release process that intro- ‘companies that have taken the most that you should be able to access the Initiative to make computing as secure duces security milestones through the steps indicating a long-term, strategic personal information you have provided, and reliable as possible for users. To development cycle for new products to commitment to data privacy.’ so that you can update, correct, or amend Identity Theft meet our goal of creating products that help reduce the number of vulner- the data. Identity theft occurs when criminals combine the best of innovation and abilities prior to shipment. Microsoft offers a wide variety of illegally gain access to a consumer’s predictability, we are focusing on four products, Web sites, and services. Many Keeping Your Personal Information personal information, make unauthor- specific goals: security, privacy, reliabil- In the past, a product feature was of these have their own privacy Secure ised purchases in their name, or divert ity, and business integrity. This is a long- typically enabled by default if there was statements that describe exactly how Microsoft is committed to keeping your funds from their bank accounts. In term effort, but we have already made any possibility that a customer might they collect and use information. We personal information secure. We use a addition to causing financial and significant progress. Our continued want to use it. Today, the most secure strongly encourage you to review the variety of advanced security technolo- emotional trauma, identity theft may work on security serves as an example of option is usually the product default specific privacy statements that apply to gies and procedures to help protect your have a chilling effect on electronic our commitment to this initiative. setting, which means that most features your interaction with our company. personal information from unauthorised commerce if consumers grow fearful are now turned off by default to help access, use, or disclosure. For example, that their identities may be stolen during Based on discussions with customers prevent them from being used as a As a sign of our commitment to helping we store the personal information you online transactions. Microsoft is and our own internal reviews, it was potential back door for attackers. To protect consumer privacy, Microsoft is a provide on computer servers located in working with other industry leaders, clear that we needed to create a frame- help customers deploy and maintain our participant in the Safe Harbour controlled facilities. When we transmit legislators, and law enforcement officials work that would support the kind of products securely, we have also updated Agreement between the United States sensitive personal information (such as to prevent and prosecute identity theft. innovation, state-of-the-art processes, and expanded our security tools. and the European Union, and follows a credit card number) over the Internet, and cultural shifts necessary to make a the Safe Harbour principles published we shield it with advanced encryption, fundamental advance in the security of by the U.S. Department of Commerce. such as the Secure Sockets Layer (SSL) our software products. Since the begin- protocol. ning of the TWC Initiative, we have created new product-design method- ologies, coding practises, test proced- ures, security-incident handling, and product-support processes that meet the objectives of this security framework. Page 28 Microsoft EMEA Citizenship Report Our Customers and Partners: Investing in Their Future Our Customers and Partners: Investing in Their Future Microsoft EMEA Citizenship Report Page 29

Spam Intellectual Property Supporting Open Standards (eXtensible Mark-up Language), SOAP Unsolicited commercial e-mail, or spam, Around the world, copyright and patent Microsoft is committed to working with (Simple Object Access Protocol), and is a growing problem. Several billion laws play a central role in fostering a other companies and independent UDDI (Universal Description, junk e-mails – many of them deceptive diversity of cultural resources, and in standards bodies to develop open tech- Discovery, and Integration). Each of or pornographic – are sent over the promoting technological advances and nology standards that enable interoper- these plays a key role in lowering the Internet every day, frustrating consum- economic growth. These laws are more ability. The fundamental purpose of cost and complexity of sharing data over ers and law enforcement officials alike. important than ever in a global open standards is to promote interoper- networks and across applications. Thanks to technology such as MSN 8, economy. ability across diverse hardware and the spam that lands in inboxes today is a software products, and to spark compet- Commercial software developers, who fraction of all that is sent. At MSN, Since its inception, the world’s ition and innovation among vendors rely on the sale of software licences for messages are filtered twice, first by filters information technology sector has relied who want to differentiate their imple- most of their revenue, devote substantial on e-mail servers and then again as on strong intellectual property mentations of the standards. resources to developing software that is subscribers use MSN 8 software. The protection as the basis for creating standards-compliant and interoperable. MSN 8 filter becomes more effective as it sustainable and innovative businesses. Open standards are established through The reason is simple: the extent to which learns the characteristics of mail that a The IT industry’s reliance on such a consensus-based process. The main software interoperates with various “Between what we’re doing subscriber designates as junk. protection is not unique. In fact, the Rights Management function of an independent standards hardware devices and other software with technology and what’s industry shares a lot in common with Consumers are eager to access body is to provide the forum in which influences customer demand for that In a move to further tackle spammers, other research-intensive industries, such entertainment products and other consensus can be reached on specific product. being done on the legal SmartScreen technology, already a as the consumer electronics, automotive, digital content over the Internet, but issues and uniform technical specificat- ® front, it makes the business feature of Microsoft Outlook and MSN, pharmaceutical, and biotechnology producers of that content are under- ions can be established. The open We’re finding new and creative ways to will be ported to a new Exchange add-on industries. The fact that the IT industry standably concerned about its standards process is neutral concerning support industry co-operation, proposition for spammers called Microsoft Exchange Intelligent creates digital goods, which are more susceptibility to piracy. Microsoft software development, welcoming all especially around technology standards no longer attractive and Message Filter. The move makes spam- susceptible to copying, makes continues to be a leader in developing and favouring none in its quest for the like XML, which has become the new blocking software developed in the intellectual property laws particularly new rights management (RM) best interoperability solutions. lingua franca for how computers talk to we’ve got to keep working Microsoft Web-based e-mail product, important in this sector. technologies that can be used to deliver each other. And we’re collaborating until we achieve that. And I Hotmail, available on enterprise level digital content and safeguard it against Microsoft participates actively as a more closely than ever with others in applications. This technology has also International treaties and national laws unauthorised use. Typically, RM member of numerous international our industry, including our compet- believe very strongly, that’s been integrated into the new Microsoft generally provide a solid foundation for encrypts digital content and limits standards organisations, and frequently itors, to enhance those standards so that ® an achievable goal.” Office 2003 software suite. the protection of intellectual property. access to people who have acquired a contributes directly to the development everyone can use them to create innovat- High levels of piracy continue to exist in proper licence to play that content. In of individual standards. Among the ive, easy-to-use software. For example, Bill Gates Developed at Microsoft Research (MSR), many areas, however, because those addition to creating our own RM system, most familiar standards bodies with last year Microsoft and a broad coalition at the Comdex trade show SmartScreen identifies the frequency of laws are not adequately enforced. The Microsoft is working with other industry which we work are the Internet of other industry leaders formed the Las Vegas 2003 words and the types of links used by software industry alone loses $11 billion leaders to promote a more secure online Engineering Task Force (IETF), the Web Services Interoperability (WS-I) spammers. Users can now report spam annually to piracy. Microsoft works with environment that will encourage World Wide Web Consortium (W3C), Organisation to promote Web services back to Microsoft to let the service industry and governments worldwide to content owners to make more available and the European Telecommunications interoperability across a variety of plat- automatically filter out senders at the promote understanding of the and provide consumers with exciting Standards Institute (ETSI). forms, operating systems, and program- gateway level. importance of intellectual property laws new choices. ming languages. To learn more about and their improved enforcement. Microsoft has been instrumental in the Web Services Interoperability creating, supporting, and promoting Organisation, visit : open standards such as XML www.ws-i.org People at Microsoft Microsoft EMEA Citizenship Report Page 31

“Diversity is important not only because it enriches the workplace and enhances the lives of our employees, but also because it enables Microsoft to better service the needs of customers and communities.”

Steve Ballmer, CEO Microsoft Corporation

Our mission – to enable people and Microsoft Employee Development businesses throughout the world to and Support realise their full potential – begins by We strive to provide our employees with Microsoft EMEA: Facts and Figures enabling our own employees to realise the skills, tools, and experiences that their potential. Our ability to achieve our will enable them to unleash their talents corporate mission depends on the and capabilities. Professional develop-  Current headcount: 12,000

individual decisions and actions of every ment is an on-going part of every  Subsidiaries: over 55

Microsoft employee around the world, employee’s experience at Microsoft. It  Business Groups: 7 each of whom shares Microsoft’s core includes mentoring, training, online  Sales of services and products in over values and lives them every day. tools and resources, and special 139 countries programmes to develop managers and Equal Employment, our next generation of leaders. Anti-Harassment, and Anti-Discrimination Policies We also recognise the importance of Microsoft is committed to a policy of personal and family support in our providing equal employment oppor- employees’ lives, and we offer oppor- tunity to all qualified employees and tunities for employees and their families applicants. This commitment is reflected to socialise and enjoy a wide variety of People at Microsoft in all aspects of our daily operations. We community events. We designed our do not discriminate on the basis of race, benefits plan to keep our employees colour, sex, sexual orientation, religion, healthy, happy, and moving ahead in national origin, marital status, age, or their careers. We provide a range of disability in any personnel practise, healthcare options, personal and We employ more than 55,000 people in over 80 countries. including recruitment, hiring, training, professional resources, and financial Part 3 Our employees come from diverse backgrounds, but they compensation, promotion, and incentives. discipline. share a common passion for exploring new ideas, overcoming challenges, and creating innovative software We prohibit harassment, discrimination, retaliation, or intimidation on the basis that can empower people to change their lives. of race, colour, sex, sexual orientation, religion, national origin, marital status, age, or disability toward another employee or any other person (includ- ing an agency temporary, independent contractor, vendor, or supplier). Page 32 Microsoft EMEA Citizenship Report People at Microsoft People at Microsoft Microsoft EMEA Citizenship Report Page 33

“At Microsoft our commitment to diversity goes beyond recruiting, developing and employing a diverse workforce. It’s a vital component of our company culture and driven by our mission: to enable people and businesses throughout the world to realise their full potential.”

Ulrich Holtz, Senior Director, Human Relations, Microsoft EMEA

Our Commitment to Diversity Diversity within organisations better Microsoft EMEA has always made  Microsoft Slovenia was recently included Labour market demographics are under- reflects the workforce and the market, employee well-being its number one in the country’s most respected companies going a radical transformation, as are the creating the ability to capitalise on those priority. But this counts for nothing survey, which featured 224 organisations needs and aspirations of workers. In markets more successfully. Diversity unless everyone genuinely believes that from a range of industries. The business Europe and globally, the labour market fosters creativity and innovation, in- they are realising their full potential. public judged Microsoft one of the most is being directly affected by the shift creases understanding of local custom- respected companies in Slovenia and the from a manufacturing economy to one ers and improves retention and We are proud of our results so far: best respected international corporation based on services and information tech- competitive advantage. overall. In addition, Microsoft scored

nology in which knowledge is becoming  In March 2003, the European Commission highest in terms of recognition and a primary product. There is a growing Listening to Our Employees honoured the 100 best workplaces in respect in the computer services and need for more educated and skilled Listening and feedback mechanisms are recognition of the effort the companies products category. workers and at the same time, the really important at Microsoft. We want had made to create truly high-quality

characteristics of the European labour to get our employees’ views on their working environments for their staff. The  Microsoft Turkey came top in several force are drastically changing. experience at Microsoft so that we can organisations were selected from among categories according to a survey carried better understand their attitudes. We more than 1,000 private and public out by the most prestigious business Management practice that does not have a range of initiatives to capture that companies, government agencies and journal in Turkey, Capital. These include build on the advantages offered by information, including MS Poll, an NGOs. We are proud that Microsoft employee satisfaction, skills/quality of employee diversity is a high risk annual employee attitude survey, key in Belgium, France, Germany and Ireland talent and career development. approach. In June 2003, Towers Perrin assessing the health of the company: ranked in the top 10 highest scoring

conducted a survey to help us under- organisations.  Microsoft South Africa received a top

stand how the male and female pop-  The 2003 survey scored an 86 per cent three ranking in Deloitte Human Capital’s

ulation is distributed among the main response rate with some 45,954 responses  Earlier this year, Microsoft France was Best Company to Work For survey. job families in EMEA high-tech across the Microsoft organisation. voted number one in L’Expansion’s survey companies. of Great Places to Work.

 The 2003 survey showed improvements in Microsoft EMEA People: Whilst globally, Microsoft’s distribution key areas of focus from the previous poll matches that of the high-tech market as amongst managers, particularly on issues www.microsoft.com/emea/ a whole, Microsoft EMEA has a higher such as career development and com- meetOurPeople percentage of female top managers than municating Microsoft strategy and the rest of the market. Women make up corporate vision. a greater percentage of the workforce

than the average in Israel, Germany,  The poll provides a unique insight into Greece, Norway, Bulgaria, Croatia and which areas of our working practices and Poland. environment we need to concentrate on and sustain continued improvement. Environmental Issues Microsoft EMEA Citizenship Report Page 35

By encouraging the use of environment-friendly technologies, our products enable people to work and play in the digital age whilst living in harmony with the needs of our natural world.

Recycling and Conservation  Each day at our global headquarters in at Our Facilities Redmond, USA, we recycle 24 tons of Microsoft has several programmes in material including glass, plastic, place at our facilities that allow us to aluminium, cardboard, paper, organic significantly reduce waste and conserve waste and copper wire: 36 per cent of our resources. Examples include: solid waste. To date we have saved 26,000 trees and, in Redmond alone, reduced waste by 70 per cent, recycling 7,060 tons of material that would otherwise have ended up in a landfill.

 We work with contractors to recycle our old PCs, monitors, servers, and other surplus technology from our office facilities. This ensures that our surplus equipment is recovered or recycled at an environmentally compliant facility. Approximately 90,000 technology assets are processed each year, representing 2,100 tons of equipment sold or Environmental Issues demanufactured that did not end up in landfills – enough to fill more than 1,000 semi-trailer trucks.

Microsoft respects the environment and protects our natural Part 4 resources. We comply with all laws and regulations

regarding the use and preservation of our land, air, and water. And we have specific policies and procedures that conserve environmental resources at our facilities and in our purchasing activities, supplier operations, and products. Page 36 Microsoft EMEA Citizenship Report Environmental Issues Environmental Issues Microsoft EMEA Citizenship Report Page 37

Microsoft has made energy conservation Purchasing, Packaging, and compact discs (CDs) for computer The EU has a number of directives The EU’s Waste Electrical and Electronic a priority, both in new construction and Products programs, and using online paperless relating to end-of-life obligations for Equipment (WEEE) Directive, under in renovations of existing buildings, At Microsoft, we follow strict policies to manuals. We also prohibit the use of items such as packaging, batteries and which manufacturers and importers of investing in construction methods that ensure that we remain in full compliance old-growth trees in our packaging, for hardware which EU member states are IT hardware must arrange and fund the provide long-term energy savings. with international environmental reg- environmental and cost reasons. in the process of implementing. recovery, reuse and recycling of discard- Conservation methods implemented ulations and the environmental require- Microsoft EOC takes its end-of-life ed products, will be fully implemented recently during construction of build- ments of each country where we do At our European Operations Centre obligations seriously and is a member of by member states by August 2005. ings on our corporate campus – from business. All Microsoft divisions have (EOC) our Home and Entertainment a number of schemes in the EU includ- Microsoft EOC is already a member of efficient lighting that consumes 40 per specific responsibilities for compliance, divisions are responsible for the ing those that use the voluntary two compliant hardware take-back cent less energy to adjustable-speed as do our vendors. distribution of software packages and European green dot recycling symbol, schemes, El-kresten in Sweden and motors for our heating, ventilation, and associated hardware. Microsoft EOC is the most widely used such trademark in El-retur in Norway, and will join air-conditioning systems – will result in We extend our environmental efforts by one of our three worldwide operational the world. Microsoft is a member of schemes in other EU member states as electric energy savings of 2.5 million the use of recycled office products, as hubs and is responsible for compliance three in-country green dot schemes: existing schemes are harmonised with kWh each year. Over the past two years, well as recycled paper in Microsoft with relevant environmental legislation. DSD in Germany, ARA in Austria and WEEE and new schemes become we have reduced per-employee energy brochures, software manuals, and other Microsoft EOC conforms to the ISO Eco-Emballages in France, and is in the operable. consumption at our Seattle-area head- publications. We also purchase and use 14001 Environmental Management process of joining the remaining quarters by nearly 10 per cent. many new products that contain recycl- Systems Standard, an internationally European schemes. ed content. recognised environmental management system which provides a highly effective, Packaging for our hardware and globally accepted benchmark showing software products is also designed to that a company operates in an environ- reduce environmental impact, includ- mentally responsible manner. ing the elimination of plastic shrink- wrap from Microsoft packages and software manuals, promoting the use of In the Community Microsoft EMEA Citizenship Report Page 39

“When skills and resources are shared in partnership, communities grow and people and businesses are empowered to realise their potential.”

Jean-Philippe Courtois, Chief Executive Officer, Microsoft EMEA Senior Vice President, Microsoft Corporation

Our goal is to truly empower people and Microsoft EMEA Community communities, by making sure they have Investment the tools, skills, and resources to over- In 1983, Microsoft established one of Mobile Electronic Library, Lebanon come not only today’s challenges, but the first corporate community invest- also those that will arise in the future. ment programmes in the high-tech industry. Our approach is to work with Microsoft is a corporate citizen and local communities and education neighbour in over 55 countries in EMEA partners throughout the EMEA region and contributing to the communities in and to empower them through access to which we live and work is a fundamental information technology solutions. We part of the Microsoft culture. Over the partner with NGOs, businesses, custom- years, we have tried to direct our ers and governments to build tech- community investment where we can nology skills, use technology training to Following the successful establishment of a make the most difference. Microsoft create social and economic opportunit- Microsoft Electronic Library (MEL) in EMEA employees donate their time, ies that can change lives, connect local Jordan, Microsoft Lebanon went one step energy and expertise as well as their economies and strengthen communities further and created a mobile MEL, an electronic library in a bus. Started in 2000 money to help organisations that are worldwide. the mobile MEL can be driven throughout doing good work in our communities. rural Lebanon, bringing educational Many of these programmes are brought resources and information to a broad group of people. This new MEL not only Our on-going commitment to the many to life by project grants and donations, provides technology access, it also serves In the Community communities where we do business is to by offering technology solutions, by the as a mobile classroom and learning centre, partner with educational institutions delivery of refurbished PCs, and also by as well as a way to promote computer awareness in remote communities. and non-profit organisations that work the support and dedication of our own with the under-served – to share employees who give their time and lend resources, innovative technology and their expertise. At Microsoft, we know that amazing things happen when Part 5 ideas that can help counter some of the people have access to the right resources to help them world’s serious problems, awaken people to their own potential, and pursue their dreams. We’ve seen it again and again as our empower them to achieve it. company, our software, and our employees have made a lasting difference in hundreds of communities and thousands of lives around the world. Page 40 Microsoft EMEA Citizenship Report In the Community In the Community Microsoft EMEA Citizenship Report Page 41

“Having data ready for analysis one day after entry is unheard of in survey projects especially in developing countries.”

Thomas Gabrielle, consultant, World Food Programme Vulnerability Analysis and Mapping Unit

Microsoft’s Jean-Philippe We aim our community investment  The WFP delivers more than four million  During the 1999 Kosovo refugee crisis, Courtois (above left) and programmes at serious challenges such tonnes of food to approximately 77 almost 100 Microsoft employees from 12 UNHCR’s Ruud Lubbers as: education; life-long learning; access million people every year. Microsoft countries volunteered to work with Digital Villages, South Africa IT Roadshow, Turkey after signing the partnership for people with disabilities; the digital helped streamline the relief process by UNHCR to develop portable IT systems, agreement during the World divide; disaster relief and humanitarian creating a Pocket PC based solution to logistics and training solutions. The port- Summit on the Information assistance. In 2003 we brought many collect and analyse data from field surveys able IT-based refugee registration system Society, Geneva, December Microsoft community projects under the more accurately and quickly than existing developed by Microsoft, UNHCR and 2003. ©UNHCR/S Hopper umbrella of a new programme, practices in rural regions. Without partners including Hewlett-Packard, Unlimited Potential (UP), which focuses accurate data, planning the distribution Kodak, Screen Check BV and Security UK on enabling life-long learning in the and volume of food to the rural victims of Limited, assisted half a million refugees to community. Together with Partners in droughts, floods and economic crises is regain identification. Since the Kosovo Learning, our programme for partner- difficult. WFP and Microsoft working crisis, UNHCR and Microsoft employees ships on classroom education, it forms together have used these IT solutions in have continued to work together im- Since 1997, Microsoft South Africa, with With the support of the Turkish Ministry of our Partners in Potential framework for Zimbabwe, the Sudan and Indonesia. proving the system. Under the terms of a local and international partners, has Education, Microsoft Turkey organised a established over 30 digital villages investing in the emergence of a sustain- Memorandum of Understanding between technology tour roadshow to bring throughout South Africa. The digital able and vibrant information society. For Microsoft and UNHCR, signed in computing technology to 165,000 children villages provide community members with more in-depth information on UP and December 2003, we will work with in 32 towns and cities who had no access to technology access and training that may computers before. The roadshow was part help them obtain employment. Each digital Partners in Learning, please refer to UNHCR to test the new version of the of Microsoft Turkey’s tenth year celeb- village is equipped with computers, pages 43–48 of this report. refugee registration system, Project rations and consisted of a specially design- Internet access, and the latest Microsoft Profile, in 20 countries over the next year. ed bus and trailer which was used as a software and books. They are managed by discovery park in which children were given We are also working with UNHCR on pilot community members trained in inform- In addition to our local community hands-on PC training and discovered ation technology (IT) and management focus, Microsoft works with internation- programmes to establish Community different applications and games. A crew skills. Partners include Hewlett-Packard, al agencies to support humanitarian Technology Learning Centres in refugee specially trained in education, computing Intel, Mustek, Pinnacle, Ultra Technologies, and animation travelled with the bus to assistance to people coping with natural camps in Kenya and the Russian Compucomp, Africare, SAPPI, Old Mutual, help the children. Kodak, Arivia.kom, and local governments disasters or uprooted lives as refugees. Federation, to enable access to life skills and communities. We are honoured and humbled by the and employment training, education and experience of working with the United connectivity to their home cultures. Nations High Commission for Refugees (UNHCR) and the World Food Programme (WFP) in their vital work. Page 42 Microsoft EMEA Citizenship Report In the Community In the Community Microsoft EMEA Citizenship Report Page 43

Disaster relief  In May 2003, 800 people were killed and  In 2002 following the disastrous flooding Partners in Potential Unlimited Potential Microsoft’s Disaster Relief Programme 6,000 injured in the Algerian earthquake, in some areas of the Czech Republic, For the past 20 years Microsoft’s wide Technology is a potent force that can is intended to provide needed IT and which measured 6.7 on the Richter scale. Microsoft donated $50,000 in cash and range of community investment projects empower millions of people to reach cash support to humanitarian relief Microsoft donated $50,000 in cash to the $15,000 in software; and Microsoft staff have been energised by donations, their goals and realise their dreams – but agencies working in selected emergency Red Crescent, partner to the International volunteered to assist people with employee involvement and, increasingly, for many people around the world, the situations. Red Cross. This money was used to disabilities who suffered as a result of the assistance with PC refurbishment at the digital divide keeps that power out of provide shelter and distribute food and flood. service of IT education and life-long reach. In many developing countries, for other relief items for at least 10,000 learning. In the past year we’ve brought example, less than one per cent of the

people, as well as providing psycho-  In 2003, Microsoft provided Phraselators, most of these projects together under population has Internet access. In some logical support to the traumatised a handheld translation device, to female the umbrella of our new worldwide of the poorest countries, the cost of population; and for search and rescue physicians who were treating Afghani Partners in Potential programme which establishing an Internet connection efforts, to provide first aid, transport the women. This allowed female physicians to focuses on: could feed a family for a year. However, injured to hospital and mobilise people to treat Afghan women, who would other- we recognise that access to technology is

donate blood. wise not agree to medical examinations  Classroom education and teacher training only part of the answer. It is equally with a male translator present. Other through our Partners in Learning critical to provide IT skills training to

 In 2002, Microsoft gave about $10,000 to recent humanitarian donations to programme. help people participate in the new the same fund in Algeria to aid victims of Afghanistan include a $50,000 donation information-based global economy and

a flood. (teaming up with Mercy Corps and  Community IT skills training through our to realise their full potential. Evergreen Humanitarian Services) for Unlimited Potential (UP) programme. infants and school kits. www.microsoft.com/emea/ We’re committed to putting to work the inthecommunity resources and partnership spirit of both UP and Partners in Learning in the EMEA region and already have several projects underway. Page 44 Microsoft EMEA Citizenship Report In the Community In the Community Microsoft EMEA Citizenship Report Page 45

In 2003, Microsoft refocused its giving  Through UP, Microsoft partners with  Through UP, Microsoft is creating an By focusing our resources on UP, we  The Emmaüs Association for homeless initiatives to promote computer literacy community groups worldwide to provide online Global Support Network for CTLCs, hope to empower many of the world’s people in Paris offers free and open and foster life-long learning among technology, curriculum and training that to provide assistance such as donations, IT underserved people to help themselves, access to technology and computer underserved young people and adults can transform a community centre that skills training and local curriculum strengthen their communities, and im- learning. Their daily care centre, the Agora worldwide. The goal of Unlimited currently provides only basic access to development. prove their local economies. In 2003, we has four computers but there is always a Potential (UP) is to go beyond merely technology into a technology-enabled provided funding for 53 new Unlimited queue of people waiting to use them.

providing access to technology, by centre for learning and collaboration.  And through a programme of cash awards Potential programmes in 22 countries Microsoft, through its UP programme, is combining enhanced access with Through UP, Microsoft is providing the and recognition, we support scalable across the EMEA region, involving over working with Emmaüs to provide a dozen support for Community Technology and tools CTLCs need to build basic and technology solutions that provide social 100 local partners and over 200 CTLCs. new machines, eight in the Agora and Learning Centres (CTLCs), local advanced technology training benefits in communities worldwide. four in two other centres around Paris,

curriculum development and the IT programmes.  Microsoft Middle East and Africa has fully equipped with free unlimited access skills training that people need to joined hands with Arab and International to the Internet and to a printer.

transform technology into powerful  We offer CTLCs on-going access to a rich non-governmental organisations to build tools for change. To date Microsoft has set of resources that can help them and manage CTLCs across the Middle East awarded worldwide UP grants totalling become sustainable technology-enabled region, giving free access to technology $18.1 million and will commit $1 billion centres of life-long learning and collabor- education to more than a half million to UP over the next five years. ation. UP provides curriculum for the underserved individuals around community learner with beginning the region. Ultimately, Microsoft seeks to remove computer and information literacy, the limits to individual potential around internet, digital media, and productivity the world by helping to eliminate tech- application skills. The advanced nology illiteracy and exclusion. We do curriculum will be paired with additional Microsoft Authorised Refurbishing (MAR) Programme so by supporting existing learning skills training to help information workers centres – such as libraries, schools, and meet international certification community centres – where people requirements. The EMEA Microsoft Authorised Refurbishing full advantage of PCs they receive from other Refurbisher scheme was launched. PCs that already gather to gain skills, share programme refurbishes and recycles PCs so donors. companies no longer require are refurbished information, and use technology. that they can be donated to educational by professional refurbishment organisations institutions and non-profit organisations. This When a leading pharmaceutical company in and then used by charities, educational prolongs the life of the hardware, reduces France donated 900 laptops to the Red Cross, establishments and others. There are approx- Our Unlimited Potential Programme waste and ensures that more people have Microsoft stepped in and donated free licenses imately 20 refurbishers in the UK, a mix of achieves its goals in four ways: cost-effective access to technology. for Windows and Office. commercial and non-commercial organis- ations of varying sizes. We are also working with industry and NGOs In June 2000 in response to calls from refurb- to ensure that charities and schools can take ishers in the UK, the Microsoft Authorised www.microsoft.com/emea/refurbishers Page 46 Microsoft EMEA Citizenship Report In the Community In the Community Microsoft EMEA Citizenship Report Page 47

“Microsoft in Eastern Europe is committed to addressing the digital divide, assisting governments in their tasks, fostering educational systems, and taking action for the disadvantaged in society. By deploying innovative, secure and partner-led solutions, Microsoft helps communities grow as technology-driven and socially inclusive societies.”

Jan Muehlfeit, VP Eastern Europe, Microsoft EMEA

 Microsoft has donated skills training and  The partnership between Age Concern  Microsoft Israel is working with the non-  Microsoft Egypt is supporting a project to financial support for the SeniorNet NGO and Microsoft in the UK also aims to profit association,Yeladim , the Council for grow the Small and Medium Enterprise in Sweden, started in 1997 to confront tackle the digital isolation of older people the Child in Placement, to help provide (SME) industry with a special focus on problems of the digital divide among and encourage them to use technology to opportunities for children living in care empowering women. The project was senior citizens (over 55). By January 2003 enrich their lives. Age Concern and develop their skills and enhance their created by the Regional Information there were 53 regional clubs spread over Microsoft are providing mobile IT training lives. Microsoft has adopted a dormitory Technology and Software Engineering the country with a total of about 6,000 sessions to introduce IT to older people dedicated to developing artistic potential Centre (RITSEC), in partnership with the members. Local SeniorNet clubs act as who would not otherwise have access to in its residents, 60 youths aged 14–18 Government of Egypt, MCIT, ICS and social learning centres focusing on IT- it. The project is run in venues such as day years who have a wealth of untapped industry partners. The aim is to empower competence, and IT tools are developed centres, residential and care homes. Small artistic talent. Plans are also afoot to SMEs through the use of ICT to enhance to improve user friendliness especially groups take part in sessions on basic PC establish a computer classroom, where their productivity, increase market share related to the needs of seniors in society. skills and the Internet. Microsoft employees will provide and open up new markets both locally technical education and help the children and internationally. The project will focus For more information (in English) please to bridge the digital divide. on IT training programs to meet SME visit: needs through incremental approaches,

 Deca Sveta is a local, humanitarian, non- starting with 250 young graduates. The www.seniornet.se profit organisation located in Belgrade for project has a special focus on empower- the territory of Serbia and Montenegro. ing unemployed women through IT skills Deca Sveta has launched a project, called training and qualifications to create new My Window the World to increase access job opportunities in the SME industry. to available educational services with systematic computer training for children with physical handicaps. Microsoft Serbia supports this initiative by providing tech- nical expertise, funding and free software to enable the project to reach its full potential. Page 48 Microsoft EMEA Citizenship Report In the Community

“During a refugee crisis, the first thing a refugee focuses on with the integration of ICT into the  Partners in Learning: curriculum. Funding will support the School Agreement is his own survival: life and death. After they are safe, they establishment of local Microsoft® IT Microsoft School Agreement subscription focus on making sure their loved ones are safe. This is where Academy Centres through joint is a clear expression of Microsoft’s com- partnerships with local advisory boards, mitment to education in all countries Microsoft employees literally came to the rescue.” education institutions and training worldwide. Microsoft’s School Agreement providers. This global education offers reduced pricing to academic Frederick Barton, Former Deputy High Commissioner, United Nations High Commissioner for Refugees initiative is implemented in partnership institutions for most of Microsoft’s with governments through the signing desktop and server products. In addition of Memoranda of Understanding to this, through Partners in Learning, “The International Business Leaders Forum is pleased to (MOUs). The MOUs adapt the prog- Microsoft® Windows® XP Pro Upgrade ramme components to local educational and Microsoft Office XP Pro are available be partnering with Microsoft, through the IBLF Digital needs and challenges. To date in the at special Partners in Learning pricing, Partnership, in innovative approaches through multi- EMEA region, Bulgaria, Estonia, France, reducing prices of the core desktop Germany, Hungary, Italy, Jordan, even further for schools with greatest sectoral partnerships that bring affordable access and Lithuania, Namibia, Poland and Spain economic need. are participating in Partners in Learning recognised software systems to poor communities in Africa.” programmes, with several more  Partners in Learning Grants Robert Davies, CEO, International Business Leaders Forum Partners in Learning countries close to reaching agreement. Learning grants provide cash investments Despite many improvements in the over five years to help schools take ad- availability of information and com- The Partners in Learning initiative vantage of their technology investments munication technology (ICT) around includes three distinct yet integrated by developing school leader and teacher the world, many students and teachers core programmes, each of which can be skills, student certification, courseware, still lack basic access to computers and implemented in the participating content, and research. Funding will training. The result is a widening skills countries based on economic and support the establishment of local gap that contributes to disparities in educational objectives as well as cultural Microsoft IT Academy Centres through quality of life, economic development preferences. The programmes are: alliances with local community organis- and competitiveness. ations, education institutions, and training

 Microsoft ® Fresh Start providers. The grants programme will At Microsoft we are working with for Donated PCs facilitate the training of educators, the governments and educational establish- The Fresh Start for Donated Computers building of teacher communities and ments across EMEA to help bridge this programme is designed to remove the delivery of locally tailored curriculum and divide. In September, 2003, this effort licensing barriers that prevent schools certifications. In addition, learning grants was given new impetus through the from utilising donated computers. Many will provide incentives for teacher and launch of our Partners in Learning donated computers are delivered to student participation, recognition pro- initiative. At the heart of this initiative is schools without the appropriate paper- grammes for schools, and digital literacy the Learning Grants programme. This work, CDs or license documentation for assessments to encourage and reward programme provides a significant the original Windows operating system. participation. investment including more than $253 The Fresh Start programme provides the million worldwide over a five year period proper documentation and Windows www.microsoft.com/emea/education to deliver technology skills training to installation CDs to all Primary and students and teachers and also assist Secondary (K-12) schools at no cost and with minimal paperwork.