Marketing Strategy of Commander Safeguard - PowerPoint

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					Capitalizing on the Partner Opportunity
                   In
      Public Sector Government

                             Final

                       June 30, 2009

 For questions or more information contact v-scodes@microsoft.com




                                                  Worldwide Public Sector Industry Strategy Team
Table of Contents
Section                                                  Slide #’s
Purpose of Deck                                          3
Executive Summary                                        4 - 11
Government Industry Overview                             12 - 51
• Defence Overview                                       19 - 24
• Public Administration Overview                         25 - 32
• Public Safety & National Security Overview             33 - 38

• Public Services & e-Government Overview                39 – 43
• LRG Overview                                           44 - 51
Appendix                                                 52 - 65
• E&S Campaign Modules mapped to Partner Competency      53
•Government – Postal, Tax and Tourism Overview           54 - 65




                                                      Worldwide Public Sector Industry Strategy Team
Purposes of this Deck
To synthesize a variety of disparate information on
the Public Sector industries and verticals including
revenue opportunity, decision makers & influencers,
market players, partner ecosystem and key trends



     To quickly and consistently provide a 100-level
     overview to educate partners on the Public Sector
     marketplace and their opportunity within it



           To help partners understand the resources available
           to them to capitalize on the Public Sector
           opportunity




                 To inform partner customer campaign strategies



                                                           Worldwide Public Sector Industry Strategy Team
Executive Summary




               Worldwide Public Sector Industry Strategy Team
Why partner with Microsoft in the Public Sector?
   The public sector industries of government, education and health
    represent more than $40 billion in annual software spending with
    forecasted annual growth hovering near 10%

   According to IDC, for every $1 spent on software, organizations spend
    $6 - $10 on technology consulting & services equalling a $240B+
    market opportunity for Microsoft partners servicing the Public Sector

   WW Economic Stimulus packages in excess of $3 trillion driving
    investments in health, education and government technology

   By offering Microsoft products to customers in this sector you are
    poised to leverage an unparalleled array of technologies designed to
    help these organizations bridge the gap between their current reality
    and the citizen services they envision providing

  We invite you to join Microsoft on our journey to create jobs, facilitate
  innovation, provide quality education, improve citizen services, improve
  population health & wellness and drive efficiencies and effectiveness in the
  public sector.
                                                       Worldwide Public Sector Industry Strategy Team
Public Sector Industry & Vertical Structure
                                                WW Public Sector




              Education                                                              Health




Primary/Secondary                                                                Public Health &
                          Higher Ed                                Provider                                   Payor
   Schools (K-12)                                                                 Social Services



                                          Government




                      Public Safety &                        Public Services &
                                           Defense
                      National Security                        Administration




                                                                                 Worldwide Public Sector Industry Strategy Team
Public Sector Audience Summary
Vertical          BDMs                                                                TDMs                        Influencers

                                                                  Health Industry

Provider          CEO, COO, CFO, CMO, CMIO, Clinical Dept. Head, Research             CIO, IT Director, IT Pro,   Partners, Legislators,
                  Dir VP Nursing, Dir Patient Care/V.P. Quality                       Developers                  Consumers, Medical Staff


Public Health &   Department Secretary, Agency Director, Section Manager              CIO, IT Pro, Developers     Partners, Legislators,
Social Services                                                                                                   Customers, Case Worker

Payor             Minister of Health and Chief of Health Insurance Fund;              CIO, CTO/Technology         Business Line Directors as
                  Secretary of HHS and Administrator of healthcare agency;            Strategist, IT Directors    appropriate (i.e. Compliance
                  CEO, COO                                                                                        Manager)
                                                                 Education Industry

Primary/          Gov’t Elite (e.g. Ministers), Administrator                         Tech Generalist, Tech       Educator, Student, Partners,
Secondary                                                                             Director, CIO               Staff, Partners, Elites
Schools (K-12)


Higher Ed         Gov’t Elite, Administrator, Chief Academic Officer, Researcher      Tech Coordinator, CIO       Educator, Student, Elites,
                                                                                                                  Legislators, Partners, Staff

                                                                Government Industry

Defense           Joint, Combined and Service military commanders, CIO,               IT Pro’s, J6/C6/G6          Gov’t Elites, Partners,
                  J6/C6/G6                                                            Staffs                      Analysts
PS & NS           Mayors/Governors, Ministers, CFO, Police/Fire Chiefs,               IT Pro’s, CIO, IT           Gov’t Elites, Partners,
                  Agency Head.                                                        Director;                   Analysts


PS & A            Mayors/Governors, City Council, Ministers. National                 CIO, CTO, IT Director,      Policy Advisor, Partners,
                  President, Minister of Social Development. President of             VP IT. Minister of          Analysts. Gov’t Elites
                  County Board. Political decision makers.                            Technology. Centralized
                                                                                      CIO, LOB CIO
                                                                                                      Worldwide Public Sector Industry Strategy Team
WW Public Sector Software Spending & Growth
                                                   MS FY08*           SW Market
                                                     SW       MS FY08 %      MS FY08-11
              Vertical
                                                   Market $    Growth           CAGR
 Education




              Primary & Secondary Schools (K-12)    2,918       8.0%                    8.0%

              Higher Education                      2,470       7.9%                    7.8%


              Defense                               6,230       9.9%                    9.2%
              Public Administration                 4,832       10.3%                   9.9%
 Government




              Public Safety & Natl Security         2,885       8.7%                    8.4%
  Health




              Health and Social Services            2,350       10.0%                   8.8%
              Health Provider                       9,883       11.8%                  10.9%
              Payer                                 3,105       10.1%                   9.5%

 • Partner opportunity to increase revenue across all Public Sector Verticals is strong
 • Software market for Public Sector Verticals projected to continue growth between
   8% - 12%

 * MS FY = July 1 – June 30                                            Worldwide Public Sector Industry Strategy Team
WW Public Sector Partner Ecosystem




 Source: Microsoft Partner Network (MPN) June 17, 2009; Data represents all partners profiled in MPN with Public Sector industry verticals identified
 as their primary focus (1st priority). Inclusive but not limited to solution partners.
                                                                                                      Worldwide Public Sector Industry Strategy Team
 Challenges Facing Public Sector Customers
               Education                           Government                               Health
                Educational institutions are       Resource-strapped local and             Hospitals and doctors are
Key trends &     struggling to improve learning      regional governments are facing          looking for any tools that can
issues in        outcomes.                           increased demand for citizen             ensure high-quality patient-
                Governments are eager to            service delivery with potentially        care, services and products.
mature           increase student access and         smaller public budgets                  The cost and quality of
countries        expertise with digital             Economic challenges are                  healthcare is directly tied to
                 technology.                         increasing pressure on                   having timely access to
                Institutions are under economic     government CIO’s to save                 information from multiple
                 and political pressure to           resources through efficiency and         systems.
                 securely and effectively manage     IT consolidation.                       Health organizations need to
                 their infrastructure and focus     Political pressure is continually        increase affordability and
                 more resources on learning.         rising for governments to limit          efficiency by better managing
                There is increasing emphasis on     their carbon footprint.                  their costs.
                 accountability.                    Concern over government                 Consumers are increasingly
                                                     security breaches and access to          taking greater responsibility for
                                                     citizen information place a              their individual health and
                                                     premium on data security.                wellness.
                Near-total lack of elite           Challenge of services delivery          Explosion in the incidence of
Key trends &     universities                        and citizens ability to access them      chronic disease
issues in       Teacher shortages                  Focus on digital divide initiative      Development of alternative low-
                Remote school problem              Need to broaden economic                 cost treatments
developing      Problems with existing PCs          opportunity                             Technology investment lags on
countries       Low-cost devices make slow         Rampant piracy                           priority scale
                 but steady inroads                 Open source traction                    Spending concentrated in only a
                Boy/girl enrollment gap            Gradual shift toward political           few nations
                Challenges of language and          openness
                 culture
                Growing interest in integrated     Interoperability and app              Achieving clinical and business
Technology       solutions                           compatibility are key in new           process optimization through IT
trends          Increasing expectations for         solution selection                    IT will play critical role in
                 digital content creation &         Reducing cost of service delivery      transforming health care
                                                                                      Worldwide Public Sector Industry Strategy Team
                 delivery                            while needing to modernize             operations
FY10 Industry Priority Solutions




          Health Solutions                     Education Solutions                     Government Solutions
 •   Case Management                     •   Teaching and Learning                •   Citizen Safety
 •   Health Shared Services              •   Personalized Learning                •   Integrated Justice
 •   Health Portals                      •   Connected Learning Communities       •   Secured Unified - Communications
 •   Caregiver Collaboration             •   Managing the Business of Education   •   Situational Awareness
 •   Health Intelligence & Information   •   Dynamic Education IT                 •   Identity Management
     Management                          •   Research                             •   Public Finance, Budget &
 •   Patient Experience                                                               Accounting
 •   Connected Health Platform                                                    •   Government Case Content &
                                                                                      Records Management
                                                                                  •   Citizen Service Platform
                                                                                  •   Gov Workplace Modernization
                                                                                  •   Data Center Efficiency
                                                                                  •   Gov Performance Mgmt
                                                                                  •   Gov 2.0




                                                                                       Worldwide Public Sector Industry Strategy Team
Government Industry Overview




                     Worldwide Public Sector Industry Strategy Team
Government Industry Summary
Industry Definition                                                   • Target stimulus opportunities by driving Government tailored
 • The government industry is comprised of seven verticals -            solutions that address customers’ priorities and save them money by
   defence, public safety and national security, public services &      executing the Efficient and Sustainable Marketing Campaign.
   administration, local & regional governments, tax, tourism and     • Demonstrate the value and benefits of the MS Platform through the
   postal organizations.                                                Citizen Service Platform (CSP) in Local & Regional Governments
                                                                        (LRGs)
WW Software Spend Forecast (in millions)                              • Drive public safety customers to our platform through the Citizen
                                                                        Safety Architecture and its solutions.
               MSFY08                 MSFY09              MSFY10      • Helping resource-strapped Local & Regional governments do more
           $25,264M                  $27,701M            $30,287M       with less
                                                                      • Compelling array of new product launches in CY09 H2 and CY10 H1
SW Spend: IDC MS SIM/MPF 2007 2/14/08
                                                                        – Windows 7, Office 2010, Windows Server R2 with significant
                                                                        supporting Microsoft driven demand
                                                                      • Increasing demand for server virtualization can be met by HyperV



Decision Makers and Influences
• BDM’s – Government elites, Sr. Commanders, Directors of
  Operations, J6/C6,G6 Staffs, Police & Fire Chiefs, Agency Heads
• TDM’s – CIOs, IT Pros
• Influencers – Government elites, Legislators, Agency Heads, CFOs,
  Analysts, Partners                                                  General Government
Partner Ecosystem                                                     • Looking for more flexible and broader-reaching ways to serve
 • WW Gov partners – Gold Cert 1,632; Cert 1,795; Reg 26,724 (PS        constituents
   Partner Competency Report 6/08)                                    • Workforce that is often resistant to change
 • Top partner competencies – Networking Infrastructure, Advanced     • Providing highest value possible with limited budgets
   Infrastructure, IW Solutions, ISV/SW Solutions, Data Management    • Providing Seamless Service Delivery that is secure and cost-
 • Types of partners – Global & Regional ISV, SI                        effective
                                                                      • Improving citizen safety and security
Technology Players in Government                                      • Compliance with privacy and other legislative policies
                                                                      Government Technology
 • Google, Oracle, RedHat, OpenOffice, IBM, VMware                     • Maintaining continuity of operations in a complex environment of
                                                                         legacy applications and infrastructure
                                                                       • Managing data securely and efficiently with less duplication
                                                                       • Reducing cost of service delivery while needing to modernize (and,
                                                                         in emerging markets, establish) infrastructure
Source: Public Sector Industry Report 7/9/08                           • Need for interoperable systems enabling people to connect &
                                                                         collaborate              Worldwide Public Sector Industry Strategy Team
Technology Players in Government
   Oracle
   • eGov, National Security and Public Safety, Tax
   • SQL & Excel + BI Focus to win
   Google
   • eGov (immediate); all (long-term)
   • Focus on LRG Server, IPSA S+S Conversions
   Red Hat
   • Linux & OSS (Red Hat focus)
   • HPC to win sockets; Win the Web (DPE focus)
   IBM
   • eGov, Nat’l Security & Public Safety, Tax
   • HPC (Mainframe); Notes; Green IT (Cisco)
   OpenOffice.org
   • eGov and Tax
   • Focus on LoB power users who benefit from the productivity in
     Office 2007
   VMware
   • Public Safety & National Security Common Criteria
   • Focus on Windows Server 2008 Launch and develop Virtualization
     Story

                                                       Worldwide Public Sector Industry Strategy Team
Government Industry Solutions
Solution
                       Definition
Area/Target
                       Citizen Safety solutions help address the needs of first responders, law enforcement, border security
Citizen Safety/        and intelligence agencies. Solutions in this area cover Emergency Response, Crisis and Disaster
PS&NS                  Management, Intelligence Systems, Transport & Border Security and Critical Infrastructure
                       Protection based on the Citizen Safety Architecture .

                       Share data to help track offenders across jurisdictions and between the numerous vertical arms of
Integrated Justice/    justice. Automation of judicial processes and data flows. Also contains solutions to help digitize
PS&NS                  court processes from case filing, document retrieval, scheduling, and overall management; integrate,
                       jury and inmate and corrections management systems.

Secured Unified        Help communicate, collaborate and share standardized, official messages with guaranteed integrity
Communications/        and confidentiality.
Defense


                       Help aggregate various sources of data and information in order to visualize the battlefield, crisis
Situational
                   area, disaster zone, or local environments across all operational arenas (air, land, sea, space, and
Awareness/ Defense information)“


                       For postal organizations that seek to transform their businesses and increase revenues with IT, the
Identity
                       Microsoft Solution for Hosted Messaging and Collaboration (Hosted Exchange) helps provide the
Management/ Public
                       tools and guidance to deploy revenue-generating secured (authenticated) electronic mailboxes that
Administration         posts or third-party partners can easily host and manage.

Public Finance,
Budget &               Capabilities designed to help government agencies adhere to regulations & controls, manage grants
Accounting/ Public     & budgets proactively & streamline accounting processes.
Administration
                                                                                          Worldwide Public Sector Industry Strategy Team
  Government Industry Solutions
Solution Area/
                     Definition
Target
Government Case,
Content & Records    Case & Records Management helps workflow, crime reporting, crime file creation, progression and
Management/ Public   tracking, intra and cross agency case work, archiving & retrieval.
Administration

                     A set of servers, tools and templates that help improve government responsiveness to citizen needs by
Citizen Services     helping provide citizens secure online access to forms, streamline identity and access management for
Platform/ Public     citizens and staff, helping improve effectiveness and compliance with integrated tools, and helping
Administration       improve efficiency with integrated finance and administration tools.

Government           Simple, fast and cost effective way for Governments to help automate their processes & workflows; It is a
Workplace            sustainable platform of admin technologies that customers can apply to help enable rapid & efficient
Modernization/       changes to admin processes. Using Office as the interface, customers have quick, easy & fully integrated
Public               access to their corporate systems & data such as CRM, ERP, administrative procedures, folders, archives
Administration       or E-mails.

                     Solution addresses the social computing needs of government organizations, as well as the demand for
Gov 2.0/ Public
                     systems that help enable governments to be more open and transparent to citizens and employees
Administration       through portals and intranets.


Data Center          Datacenter Efficiency solutions help governments “do more with less”, while addressing carbon footprint
Efficiency/ Public   and power consumption challenges, alongside with systems management cost and IT security issues.
Administration

Government           This solution helps improve Government Performance thru affordable Business Intelligence Software
Performance          made available for a broader audience supporting productivity, accountability and transparency.
Management
                                                                                        Worldwide Public Sector Industry Strategy Team
MS FY10 Government Solution Areas Map
    MS FY10
                              Priority Solution
 Campaigns/Targe                                             Product Mapping                          Competencies
                                   Areas
        t
Citizen Safety                                          •   SharePoint                      •   Network & Advanced Infra
Architecture /Public                                    •   SQL                             •   Custom Development Sol
Safety & National                                       •   Dynamics CRM                    •   Data Mgmt Sol
                          • Citizen Safety              •   BizTalk                         •   IW Sol
Security
                          • Integrated Justice                                              •   ISV Software Sol
                                                                                            •   Mobility Sol
                                                                                            •   Security Sol
                                                                                            •   SOA & Biz Process
                                                                                            •   UC
Defense Sales                                           •   Office Client                   •   Network & Advanced Infra
                                                        •   Exchange
Enablement                                              •   OCS                             •   Custom Dev Sol
                                                        •   SharePoint                      •   SOA & Biz process
                          • Secured Unified
                                                                                            •   Security Sol
                            Communications
                                                                                            •   IW Sol
                          • Situational Awareness
                                                                                            •   MBS
                                                                                            •   UC
                                                                                            •   Mobility Sol
Citizen Services          • Government Workplace        •   Windows Server                  • All
                                                        •   Office Client
Platform                    Modernization               •   Office System
                          • Government Case, Content    •   SharePoint
                            Records Management          •   Dynamics CRM
                                                        •   OCS
                          • Gov 2.0                     •   SQL
                          • Identity Management
                          • Gov Performance Mgmt

Efficient & Sustainable                                 •   Windows Server               • See appendix by campaign Module
                          • Government Workplace Mod.   •   Office Client
Government                • Government Case, Content    •   Office System
                                                        •   SharePoint
                            Records Management          •   Dynamics CRM
                          • Gov 2.0                     •   OCS
                          • Identity Management         •   SQL
                          • Data Center Efficiency      •   Hyper-V
                                                        •   Systems Center
                          • Public Finance, Budget &    •                            Worldwide Public Sector Industry Strategy Team
                                                            High Performance Computing
                            Accounting                  •   MDOP
 Government Partner Resources
Resource                 Description                                                              Where to Access
WW Public Sector         Provides industry strategy & direction, Connected Industry               https://partner.microsoft.com/governmen
Government Industry      Frameworks, industry highlights, industry resource center complete       t
Portal Page              with sales and marketing campaign materials, product information,
                         licensing and training resources.
Microsoft Partner        Provides partners with access to resources to help you market, sell,     https://partner.microsoft.com
Program                  implement and develop Microsoft-based solutions.

Government Partner       Training resources for education partners.                               https://training.partner.mcirosoft.com/plc
Training                                                                                          /search_adv.aspx?ssid=bdc5ad8f-baf0-
                                                                                                  49ed-a736-93750752c2cf
Partner Solution         Provides tools to help partners profile their solutions and promote      https://partner.microsoft.com/global/400
Profiler                 them to customers.                                                       20720

Partner Channel          Helps partners promote their offerings to other partners WW.             https://partner.microsoft.com/global/400
Builder                                                                                           15789?PS=95000014

WWPS Partner             Connection point for WW Public Sector customers to find relevant         www.partnermarketplace.com
Solutions Marketplace    partners.

Microsoft Optimization   Provides a framework to help you build an optimized infrastructure       http://www.microsoftio.com
Models                   for your customers.

Citizen Service          Community site for customers and partners to find solutions, partners    www.citizenserviceplatform.com
Platform                 and customers connecting in providing Microsoft technology
                         eGovernment solutions
Innovate On              A resource for ISV’s helping you drive your Microsoft-based              http://www.innovateon.com/
                         solutions to market faster.

Voices for Innovation    A program that educates you on policy issues, provides an                www.voicesforinnovation.org
                         opportunity for you to share your concerns with us, and enables you
                         to add your voice to ours to impact policy change.
Microsoft Citizen        Citizen Service Platform (CSP) community site. The site helps            www.citizenserviceplatform.com
Service Platform         customers and partners connect, to find solutions, gain deeper insight
                         into CSP and how they can benefit from it.
Microsoft Citizen        The Microsoft Citizen Safety Architecture site provides an overview      http://www.microsoft.com/industry/publi
Safety Architecture      of Microsoft and Partner software and services which improve             csector/csa/
                                                                                                  Worldwide Public Sector Industry Strategy Team
                         multi-agency operational effectiveness through collaboration and
Defence Overview




               Worldwide Public Sector Industry Strategy Team
Defence Vertical Summary
Vertical Definition                                                               Fast Facts
• The Defence vertical includes the military organizations and large              • U.S. accounts for 50% of WW defence spending
  companies supporting these organizations with the collective goal               • NATO’s European nations are 2nd largest spenders.
  to protect the security of a nation or region.


WW Software Spend Forecast (in millions)                                          Decision Makers & Influencers
                  MS FY08       MS          MS           MS          CAGR 07      • BDM’s – Joint, Combined and Service military commanders, CIO,
                                FY09        FY10         FY11        - 11           J6/G6/C6
                                                                                  • TDM’s – IT Pro’s, CISO, J6/C6/G6 Staffs
                                                                                  • Influencers – Political and gov’t elites, analysts, partners
Defense            $6,230       $6,827       $7,456      $8,116        9.2%
SW Spend: IDC MS SIM/MPF 2007 2/14/08




Communicate                                                                       Opportunity for Microsoft Partners
• Speed of communication across diverse channels/devices in high and              • Transformation: Modernize IT while maintaining interop with high value
  constrained bandwidth environments                                                legacy systems
• Seamless interactions across new and legacy systems                             • Interoperability: Provide secure IP-based communication across services,
• Ability to communicate across levels of command, multiple theaters of             agencies, classification levels, alliances, coalitions, NGOs & IGOs
  operations and with int’l partners and other gov’t agencies                     • Mobility: Enable secure communication across all communication methods
                                                                                    within austere and dangerous environments
Defend                                                                            • Cost: Help military do more with less
• Ability to securely share information across organizational boundaries and      • GOTS to COTS: Migrate isolated, disconnected, expensive one-of-a-kind
  across joint and combined force operations                                        legacy systems to COTS-based solutions
• Solutions that contain costs; enable military to do more with less              • Deliver relevant solutions:
• Security controls that mitigate risk of exploitation, manipulation and            –   Improve command & control
  unauthorized release of sensitive confidential information                        –   Obtain better situational awareness
• Compliance with gov’t standards and regulations                                   –   Enhance network centric operations
• Better access to data to make informed decisions                                  –   Streamline personnel, logistics and base management
• Data classification                                                               –   Support disaster relief operations
Move                                                                                –   Deploy innovative technology

• Ability to connect seamlessly between headquarters and deployed forces
• Ability to interact across time zones, functional boundaries, geographies, on
  and off line and while mobile
• Timely access to threat and friendly information
                                                                                                              Worldwide Public Sector Industry Strategy Team
 Defence Opportunity
    A huge revenue opportunity exists for Microsoft and its’ partners in the Defence vertical
    In MS FY08,the overall Defence software market grew at 9.9% and Microsoft software growth in
   this vertical
     outperformed the industry growth rate


            Communicate                                 Defend                                        Move

Keys to    • Enable communication across diverse        • Enable secure sharing of information        • Provide ability to connect
             channels/devices in high and constrained   • Increased services need                       seamlessly between
Success
             bandwidth environments                     • Provide security controls that mitigate       headquarters and deployed
           • Provide interoperable solutions across       risk of exploitation, manipulation and        forces
             new and legacy systems                       unauthorized release of sensitive           • Provide ability to interact
           • Deliver solutions enabling secure and        confidential information                      across time zones, functional
             reliable communication across levels of    • Meet gov’t standards and regulations          boundaries, geographies, on
             command, theaters of operations with       • Enable data classification                    and off line and while mobile
             int’l partners and gov’t agencies                                                        • Provide timely access to threat
           • Provide collaborative & business                                                           and friendly information
             intelligence technologies to enable
             informed decisions
Key        • Widespread use of                          • Vista activation                             • Continue to improve
Insights     SharePoint                                 • Common criteria                                Windows Mobile for Military
           • Standardized images                        • Compete to knock out Lotus Notes               Standards
           • Compete with Google Earth                                                                 • Groove for disconnected and
MS FY10 • Exchange                                      • Exchange                                     • distributed scenarios
                                                                                                         Groove           • WSS
BG         • WSS                                        • Windows Client                               • Exchange          • SQL
           • SQL                                        • Hyper-V                                      • Virtual Earth     • ESP (training &
Priorities
           • Virtual Earth                                                                             • Windows             pre-move
           • Surface                                                                                     Mobile              exercises)
MS          • Secured Unified                           • Secured Unified Communications               • Secured Unified
Solutions     Communications                            • Situational Awareness                          Communications
            • Situational Awareness                                                                    • Situational Awareness

                                                                                                    Worldwide Public Sector Industry Strategy Team
Defence BDM, Sr. Commander
                                                                Systems under direct jurisdiction:

                                                                • Every system in unit

                                                                Systems he influences:

                                                                • All used by unit
                                                                • Sees output of IT systems – if effective is uninvolved, if ineffective he rapidly
                                                                  insists on change/improvement

                                                                Pains:

                                                                • Requires common operating picture to inform decisions (situational awareness)
                                                                • Command and control
                                                                • Logistics
Military Service:          Army                                 • Mobility
                                                                • Security
Rank:                      4-Star General                       • Interoperability
Age                        63

Income range:              Not important; public servant
                                                                Goals:

Years in role:             4                                    • To defeat any enemy force on any battlefield
                                                                • In warfare, win war or his part of it
Years in military:         30+                                  • IT either enables or hinders his success
                                                                • Mission-oriented – successfully conduct mission
Prior roles:               Command & staff at all levels

                                                                Responsibilities:
Primary Focus:             Victory in all operations
                                                                • Accountable for success or failure of events under his leadership
Size of unit               200,000 +
                                                                • Responsible for everything unit does or fails to do
Reports to:                More senior general or senior        • Focuses on operational and logistical aspects of what it takes to move and
                           civilian in Department or Ministry     manage military
                           of Defence                           • Functional requirements – security, command and control, common operating
                                                                  picture
Role in IT Decision        Oversees decision makers
Making:

Other Titles:              Commander

Education:                Masters +
       Disclaimer: Fact-based fictional persona

                                                                                                           Worldwide Public Sector Industry Strategy Team
Defence BDM, CIO
                                                               Systems under direct jurisdiction:

                                                               •All communication systems used by military

                                                               Systems his team influences:

                                                               •All communication systems for the units he supports

                                                               Pains:

                                                               •Interoperability with other units, joint and coalition operations
                                                               • System fixes
                                                               • System operations in harsh environments
Military Service :          Ministry of Defence                • Ensuring communications in both broadband width and limited bandwidth
                                                                environments
Rank:                       Sr. Civilian
                                                               • Ensuring information security to guarantee security of systems,
Age                         53                                  information and information exchange
Income range:               Not important; public servant
                                                               Goals:
Years in role:              5
                                                               • Ensuring all communications work effectively and efficiently to enable
Years in military:          None to many                         commander to accomplish mission
                                                               • Meeting the needs of operational forces
Prior roles:                Combination military, public and
                            corporate experience
                                                               Responsibilities:
Primary Focus:              Insuring all communications work
                                                               • Responsible for architecting and providing systems for command, control,
                            effectively and efficiently
                                                                 communications and computing to operational forces
Size of team managed:       Varies widely                      • Provisioning systems (hardware and software)
                                                               • Systems architecture
Reports to:                 Minister of Defence                • Securing funding
Role in IT Decision         Approver                           • Logistics of systems installations/deployments
Making:                                                        • Servicing equipment
                                                               • Selecting and managing vendors
Other Titles:               Assistant Secretary of Defense;    • Correct/fix systems based on operations/user feedback
                            Deputy Minister of Defense
                                                               • Enabling mobile capabilities
Education:                  Masters +

        Disclaimer: Fact-based fictional persona
                                                                                                         Worldwide Public Sector Industry Strategy Team
Defence TDM, J6 Staff Officer
                                                                Systems under direct jurisdiction:

                                                                •All operational systems

                                                                Systems the team influences:

                                                                •All operational systems

                                                                Pains:

                                                                •Systems reliability
                                                                • Interoperability with other units, joint services and coalition
Military Service:           Army                                 forces
                                                                • Mobile operations
Rank:                       Lt. Colonel
                                                                • Security of systems and information
Age                         42

Income range:               Not important; public servant

Years in role:              4                                   Goals:
Years in military:          18                                  •Ensure everything works 24x7
                                                                • Achieve situational awareness through use of systems
Prior roles:                Command and staff at lower levels

                                                                Responsibilities:
Primary Focus:              Ensure everything works 24x7

Size of team managed:       Varies by unit size                 •Provides systems feedback to CIO based on operational usage
                                                                • Testing systems
Reports to:                 J6 (Sr. Communicator)
                                                                • Strategic and tactical systems operations
Role in IT Decision         Approver                            • Provides business requirements for systems to CIO
Making:

Other Titles:               C6, G6

Education:                  Masters

        Disclaimer: Fact-based fictional persona

                                                                                                     Worldwide Public Sector Industry Strategy Team
Public Administration
      Overview




                  Worldwide Public Sector Industry Strategy Team
Public Administration Vertical Summary

Vertical Definition                                                          Fast Facts
• The Public Services & Administration vertical covers all typical           • Public Administration is the largest revenue producing vertical
  civilian agencies within federal, regional and local governments             delivering nearly 3x more revenue than the second leading revenue
  ranging from transportation licensing to building permits to marriage        producing vertical
  licenses. It also includes the sub-verticals of Tax, Tourism and
  Post.
WW Software Spend Forecast (in millions)                                     Decision Makers & Influencers
                     MS         MS        MS         MS         CAGR         • BDM’s – Mayors, governors, city council members, ministers
                     FY08       FY09      FY10       FY11       07 - 11      • TDM’s –CIO, CTO, IT Directors, VP IT
                                                                             • Influencers – Policy advisors, analysts, partners
Public
                      $4,832     $5,341    $5,890     $6,474     10.3%
Administration

SW Spend: IDC MS SIM/MPF 2007 2/14/08




Cost Savings                                                                 Opportunity for Microsoft Partners
•    Budget constraints and drive to reduce total cost of ownership          •  Modernize IT while maintaining interop with high value legacy systems
•    Reduce increasing incidence of benefits fraud and tax non-compliance    •  Help government agencies do more with less
•    Measure ROI and value realization                                       •  Provide data security
•    Increasing government costs due to aging populations, fraud and admin   •  Enable secure collaboration and access to sensitive information
     costs                                                                   •  Streamline government procedures to reduce costs and improve outcomes
Citizen Data Security                                                        •  Provide transparency to citizens of both data and processes; make things
                                                                               easy
    • Policy compliance and prevention of identity theft                     • Demonstrate ROI
    • Collaboration across agencies within and across agencies while         • Deliver relevant solutions:
      ensuring protection and accessibility of information                       –   Electronic forms (Eforms)
    • Working across multiple systems                                            –   Records management and archiving
                                                                                 –   Document management
Citizen Services Delivery                                                        –   CRM and case management
    • Seamless service delivery across agencies and levels of government         –   Collaboration and decision support
    • Need for performance improvements and knowledge transfer                   –   Customer care framework
    • Eliminate manual processes                                                 –   Electronic Identity Management (eID)

Green IT
• Protect natural resources
                                                                                                          Worldwide Public Sector Industry Strategy Team
 Public Administration Opportunity
    A significant revenue opportunity exists for Microsoft and its’ partners in the Public Services &
   Administration
     Vertical
    In MS FY08,the overall Public Administration software market grew at 10.3% and Microsoft software
   growth in
     this vertical outperformed the industry growth rate


          Cost Savings                     Citizen Data Security              Citizen Services Delivery               Green IT

Keys to • Work within budget               • Secure citizen identity data     • Provide seamless service              • Leverage technology to
Success   constraints                      • Enable collaboration across        delivery across agencies and            minimize impact on natural
         • Help reduce increasing            agencies within and across         levels of government                    resources
           incidence of benefits fraud       agencies while ensuring          • Improve systems
           and tax non-compliance            protection and accessibility       performance and knowledge
         • Enable ROI measurement            of information                     transfer
         • Streamline processes to         • Enable interoperability          • Eliminate manual processes
           mitigate increasing               across multiple systems
           government costs
Key      • With current economic           • Increasing legislative            • Service Delivery is biggest           • GHG reduction, water
Insights    downturn this trend, while       requirements for data               push at local and regional              quality, air quality are top of
            always present, now              security and disclosure laws        level and need is not being             mind in government elites.
            becomes dominant.                as well as political pressures      met in current market.

MS FY10 • Stress TCO Savings in Vista      • Tell TwC message                  • CSP fills that void with a            • MS environmental messaging
BG         and Windows 7                     throughout BG efforts, focus        standards based approach                needs to be adopted in the
Priorities Deployments; Focus on IW          on SQL Server gains, Vista          allowing for immediate                  BGs and value props
            Productivity gains; App Plat     BitLocker and                       deployment and easy growth.             developed for each through
            efficiency in deployment and     WinServer2008 progress.                                                     this prism.
            Hyper-V for consolidations
MS        • Citizen Service Platform       • Case & Records                   • Citizen Service Platform              •   Citizen Service Platform
Solutions • Public Finance, Budget &         Management                       • Case, Content & Records               •   Project 2 Degrees
            Accounting                     • Identity Management                Management                            •   Clean Waters Initiative
          • CRM                                                               • Finance, Budget &                     •   UC in Government
                                                                                Accounting
                                                                                                          Worldwide Public Sector Industry Strategy Team
PA BDM, Prime Minister (Thailand)
                                                                    Systems under direct jurisdiction:


                                                                    • Small systems connecting the cabinet offices and administrative systems.



                                                                    Systems the team influences:


                                                                    • All systems in country, local as well as central.



Organization:                 Thailand                              Pains:
Age:                          61

Income range:                                                       • Lack of political and organizational stability
Years in role:                <1                                    • Coup of 2006
                                                                    • Massive corruption in government and private sector
Years in government           34
work:

Prior Roles:                  Several provincial court positions,
                                                                    Goals:
                              Permanent Secretary for Justice,
                              Perm. Sec. for Labour, Multiple
                              national councils on Justice and
                              Crime.                                • Enhance/increase community safety
Primary Focus:                Running an effective government       • Stabilize Government and reelect PPP (his party)
                              in Thailand and keeping his party     • Radically reduce corruption
                              in power.

Size of team managed:         40 Cabinet
                                                                    Team Responsibilities:
Reports to:                   Citizens

Role in IT Decision           Guides overall context within
Making:                       which ICT decisions are made
                                                                    • Builds governing coalition
                              (fiscal constraint, environmental
                              policy.                               • Addresses large policy issues for Central Government
                                                                    • Fosters economic growth including tourism industry
Other Titles:                 MP                                    • Provides system of justice

Education:                     Masters in PoliSci and Law degree
                      Factual representation                                                                    Worldwide Public Sector Industry Strategy Team
PA BDM, Minister of Tourism, Culture and Recreation (CAN)

                                                                    Systems under direct jurisdiction:


                                                                    • All tourism LOB systems.


                                                                    Systems the team influences:


                                                                    • Shared Service systems (ERP, CRM, EID)


                                                                    Pains:


                                                                    • Environmental Impact of Tourism
                                                                    • Heritage of citizens at threat of being lost
                                                                    • Recreation and sport in need of support
 Organization:                Tourism Ministry in Canada

 Age:                         56

 Income range:
                                                                    Goals:
 Years in role:               1

 Years in government          5                                     • becomes a four-season travel destination of choice;
 work:                                                              • the tourism sector realizes its full potential as a major contributor to wealth,
                                                                      income and employment in the province;
 Prior Roles:                 MP, Secretary of Education, Min.
                                                                    • the tourism industry makes a growing, sustained economic contribution, offering
                              of Environment and Conservation
                                                                      internationally competitive, distinctive tourism products and experiences
 Primary Focus:               Delivery of citizen services within
                              budget; citizen safety
                                                                    Team Responsibilities:
 Size of team managed:        500

 Reports to:                  Premiere                              • Through its programs and initiatives, the Department of Tourism, Culture and
                                                                     Recreation works to realize the best possible quality of life for the people of the
 Role in IT Decision          Sets strategic business reference      province.
 Making:                      model within which ICT operates
                                                                    • Responsible for the following LOB’s
 Other Titles:                Minister                                • Tourism
                                                                      • Heritage
 Education:                   Masters of Education                    • Arts
                                                                      • Recreation and Sport
                  Factual representation

                                                                                                                Worldwide Public Sector Industry Strategy Team
PA BDM, CEO for Nuclear Safety Agency (AUS)
                                                                  Systems under direct jurisdiction:
                                                                  • Radiation measurement systems, licensing systems, collab systems, R&D and
                                                                    scientific systems.

                                                                  Systems the team influences:
                                                                  • Shared Services and commodity services (email, web, etc)

                                                                  Pains:
                                                                  • Being asked to do more with less – shrinking budgets but increasing costs
                                                                  • Licensing systems not efficient
                                                                  • Aging municipal workforce – knowledge transfer
                                                                  • Regularly understaffed; always looking for better talent, must compete for talent
                                                                  • Responding to ad hoc issues

                                                                  Goals:
Organization:               ARPANSA (Nuclear Safety)
                                                                  • Protecting the health and safety of people, and the environment, from the harmful
Age:                        48                                      effects of radiation
                                                                  • Cost-effectively deliver licensing services
Years in role:              9                                     • Create a stable civil service inside the agency
Years in government         22                                    • Build morale among employees
work:                                                             • Satisfy citizens that they have the information they need about the effects of
                                                                    radiation.
Prior Roles:                Joined the Australian Public
                            Service and has worked in             Team Responsibilities:
                            Government science agencies, the
                            Prime Minister’s Department, as a     • Building and maintaining expertise in measurement of radiation and assessment
                            senior adviser to a Cabinet             of health impacts
                            Minister, and in the Australian       • Advising the Government and others, and providing information to the public, on
                            Government Department of Health.        issues related to radiation protection and nuclear safety;
                                                                  • Using our licensing powers and working with Commonwealth entities to ensure
Primary Focus:              Protecting the health and safety of     the safety of the radiation facilities and sources operated by them;
                            people, and the environment, from     • Leading the development of standards, codes of practice, guidelines and other
                            the harmful effects of radiation        relevant material to support radiation protection and nuclear safety throughout
                                                                    Australia;
Size of team managed:       500
                                                                  • Playing a leading role in the activities of relevant national and international
Reports to:                 Minister                                organizations, representing the interests of ARPANSA and Australia;
                                                                  • Offering high quality scientific services;
Role in IT Decision         Approver                              • Undertaking research and development in radiation protection and nuclear safety;
Making:                                                           • Building strategic partnerships, especially with the States and relevant academic
Other Titles:               Director, Assistant Deputy Minister
                                                                    and research organizations and;
                                                                  • Being honest and open in our work and accountable to the public and their
                                                                    elected representatives
Education:                  PhD

                      Factual representation                                                                Worldwide Public Sector Industry Strategy Team
PA TDM, Minister of ICT (Jordan)
                                                                  Systems under direct jurisdiction:

                                                                  • Shared Services (ERP, CRM, EID) and Operational Systems (Email, Web)

                                                                  Systems his team influences:

                                                                  • All LOB applications in other agencies and ministries.

                                                                  Pains:

                                                                  • Old business processes
                                                                  • Interoperability with other agencies
                                                                  • System fixes
                                                                  • System operations and uptime
                                                                  • Transparency of process steps and status to applicants
                                                                  • Reducing costs


                                                                  Goals:

                                                                  • Providing an example of good governance in its drive for efficiency, social
Organization:                 Ministry of ICT in Jordan             inclusion and human resource development.
Age                           49                                  • Ensuring that ICT resources are exploited by Government entities in the most
                                                                    efficient way possible, consistent with best practices and free market principles.
Years in IT:                  15                                  • Increasing skill sets, confidence and work readiness amongst young Jordanians
                                                                    and expanding community understanding, application and use of ICT.
Prior roles:                  Executive roles in private
                              telecommunication companies,
                              policy advisor to the government    Responsibilities:

Primary Focus:                fosters ICT initiatives that        • Review and develop the legislative and organizational environments of the ICT
                              promote the adoption of ICT by        and Postal sectors to achieve the ICT policy objectives, for the three sectors.
                              all segments of the society and     • Enhance and strengthen the utilization of ICT applications in order to contribute
                                                                    to the Socio - economic development of the country.
                              stimulate local and foreign
                                                                  • Reform and Develop the Postal Sector.
                              investments.
                                                                  • Contribute to the creation of a competitive environment to encourage
Size of team managed:         250                                   investments in the ICT and Postal sectors.
                                                                  • Participate and contribute to the successful implementation of programs and
Reports to:                   Prime Minister                        action plans that aim at enhancing the performance and efficiency of the public
                                                                    sector.
Role in IT Decision           Responsible for strategic and
                                                                  • Provide advanced communication networks to support the education and public
Making:                       operational aspects of ICT in the
                                                                    sectors.
                              Kingdom
                                                                  • Sustain continuous improvement for the Ministry of Information and
Other Titles:                 Centralized CIO                       Communication Technology (MoICT).

Education:                    Masters in Engineering
                      Factual representation
                                                                                                             Worldwide Public Sector Industry Strategy Team
PA TDM, CIO for Revenue Authority (HMRC)
                                                                 Systems under direct jurisdiction:
                                                                 • All line of service applications used by HMRC including online tax payments,
                                                                   enterprise revenue systems, customs application and processing software, tax
                                                                   maximization systems, security systems.


                                                                 Systems his team influences:
                                                                 • Shared Services within HMRC.


                                                                 Pains:
                                                                 • Security
                                                                 • Interoperability with other agencies
                                                                 • Online Service demands of citizens and corporations
Organization:               Her Majesty’s Revenue and
                                                                 • System operations and uptime
                            Customs (UK)                         • Privacy
                                                                 • Reducing costs
Age                         49

Years in IT:                22                                   Goals:
Prior roles:                Combination government and
                                                                 • To ensure the correct tax is paid at the right time, whether this relates to
                            corporate IT roles including
                                                                  payment of taxes received by the department or entitlement to benefits paid.
                            nPower, AstraZeneca, Jaguar Cars
                            and Philips Electronics

Primary Focus:              Providing a secure environment for   Responsibilities:
                            UK citizens and companies to
                            comply with revenue and customs      • Responsible for architecting and providing systems for revenue and customs
                            regulations.                         • Provisioning systems (hardware and software)
                                                                 • Systems architecture
Size of team managed:       280
                                                                 • Providing Security and Privacy of Revenue Data
Reports to:                 CEO and HMRC Board                   • Securing funding
                                                                 • Logistics of systems installations/deployments
Role in IT Decision         Responsible for selecting,
                                                                 • Servicing equipment
Making:                     implementing and servicing line of
                            service applications                 • Selecting and managing vendors
                                                                 • Correct/fix systems based on operations/user feedback
Other Titles:               IT Manager, IT Director              • Providing convenient access to revenue and customs services

Education:                  Bachelors

                      Factual representation                                                                 Worldwide Public Sector Industry Strategy Team
 Public Safety
       &
National Security
    Overview




                Worldwide Public Sector Industry Strategy Team
Public Safety & National Security Vertical Summary
Vertical Definition                                                                Fast Facts
 Public Safety & National security includes:
 First Responders – Public order & emergency services (police, fire,               Seven of top ten Public Sector revenue accounts in Defence & Public
 ambulance) and Disaster response groups (rescue & humanitarian                     Safety
 services)
 Intelligence – Organizations which provide intelligence support (not
 including military intelligence which falls under defence)
 Internal/Homeland Security (border, immigration, visa, customs, counter-
 terrorism, etc.)
 Justice – Criminal Justice Ministries and Organizations from local to
 international levels (prosecution, courts, prisons, etc.)
 WW Software Spend Forecast (in millions)                                          Decision Makers & Influencers
                    MS FY08       MS           MS          MS          CAGR        • BDM’s – Mayors, Governors, , Ministers, CFOs, Police & Fire
                                  FY09         FY10        FY11        08- 11        chiefs, Agency Heads
                                                                                   • TDM’s – IT Pro’s, CIO, IT Director
    PS & NS                                                                        • Influencers – Government Elites, Analysts, Partners
                      $2,885       $3,137       $3,402      $3,678        8.4%
SW Spend: IDC MS SIM/MPF 2007 2/14/08




Citizen Safety                                                                     Opportunity for Microsoft Partners
•    Defend, prepare, protect and respond to events that threaten citizen safety   • Transformation: Modernize IT while maintaining interop with high value
•    Storage of sensitive and classified information                                 legacy systems
•    Fiscal responsibility                                                         • Interoperability: Provide secure IP-based communication across services,
•    Emergency alerts                                                                agencies and classification levels
•    Rapid dispatch of emergency response personnel                                • Mobility: Enable secure communication across all communication methods
                                                                                     within austere and dangerous environments
                                                                                   • Cost: Help government agencies do more with less
Emergency Response                                                                 • GOTS to COTS: Migrate isolated, disconnected, expensive one-of-a-kind
                                                                                     legacy systems to COTS-based solutions
• Seamless interactions across new and legacy systems
                                                                                   • Deliver relevant solutions:
• Scalability to support the largest government enterprises, databases, and
  communications networks
                                                                                     –   Integrated justice
• Situation awareness enabling informed decision making                              –   Records Management System (RMS)
                                                                                     –   Obtain better situational awareness
                                                                                     –   Coordinated emergency response
Information Sharing & Cross-Agency Collaboration                                     –   Streamline personnel, logistics and base management
 • Collaboration in both high and constrained bandwidth environments                 –   Support disaster relief operations
 • Rapid sharing of incident information                                             –   E-Borders
 • Ability to communicate across emergency response agencies
                                                                                                               Worldwide Public Sector Industry Strategy Team
 Public Safety & National Security Opportunity
    A large revenue opportunity exists for Microsoft and its’ partners in the Public Safety & National
   Security
     vertical
    In MS FY10,the overall PS & NS software market grew at 8.7% and Microsoft software growth in
   this
     vertical outperformed the industry growth rate

             Citizen Safety                     Emergency Response                     Info Sharing & Cross Agency Collaboration

Keys to      • Provide solutions that enable    • Provide interoperability across      • Enable collaboration in both high and
               personnel to defend, prepare,      new and legacy systems                 constrained bandwidth environments
Success
               protect and respond to events    • Scalability to support the largest   • Enable rapid sharing of incident information
               that threaten citizen safety       government enterprises,              • Enable secure sharing of information across
             • Enable secure storage of           databases, and communications          emergency response agencies
               sensitive and classified           networks
               information                      • Enable situation awareness
             • Fiscal responsibility              enabling informed decision
             • Enable emergency notifications     making
             • Enable rapid dispatch of
               emergency response personnel
Key           • Service delivery and greater    • Promote the Citizen Safety             • Need to work with Agencies to become
Insights        efficiency needs not being        Architecture to response                 trusted adviser and highlight collaborative
                met                               agencies                                 capabilities of platform

MS FY10      • Stress TCO savings in Vista      • Focus on SQL Server 08                 • Drive Vista and Windows 7 deployment
BG             and Windows 7                      deployment and GIS                       and Unified Communications, Groove and
Priorities     deployments; focus on IW           capabilities including VE,,              SharePoint
               productivity gains;                Vista/Windows 7 and UC
               Virtualization using Hyper V
MS           • Integrated Justice               • Situational Awareness                 • Situational Awareness
Solutions    • Citizen Safety Architecture      • Citizen Safety Architecture           • Citizen Safety Architecture



                                                                                                Worldwide Public Sector Industry Strategy Team
PS & NS BDM, Fire Chief
                                                             Systems under direct jurisdiction:
                                                             • Call, Receipt, Dispatch (CRD), Radio Communication Network, Intranet, records
                                                               management

                                                             Systems the team influences:
                                                             • Whole of Govt systems including email, intranet, ICT

                                                             Pains:
                                                             • Being asked to do more with less – shrinking budgets but increasing ICT costs
                                                             • Needs mission critical ICT infrastructure that must be robust and fail proof
                                                             • Often doesn’t understand IT systems
                                                             • Integrating inflexible, independent architectures/ legacy systems on ad hoc basis.
                                                             • Lacks an efficient way to manage the administrative demands coming in.
                                                             • Regularly understaffed; always looking for better talent, must compete for talent
                                                             • Dealing with a highly unionized workforce that does not want to be burdened
                                                               with administrative tasks and see their role as serving the community.
Organization:           Brookfield Fire and Rescue Service
                                                             • Lacking time and funds to ensure thorough crew training.
Age:                    55                                   • Workforce that covers 24 hour roster and spread across diverse locations within
                                                               metropolis.
Income range:           $200 - $400,000

Years in role:          4                                    Goals:
                                                             • Enhance/increase community safety
Years in emergency      30
response:                                                    • Leverage information technology as a strategic enabler of the business.
                                                             • Strategically implements systems to provide all end users with access to the
Prior Roles:            Career firefighter – fire cause        information and training they need to do their jobs.
                        investigation, operational           • Ensure the availability of mission critical systems at all times.
                        response, planning and logistics     • Establish reporting relationship with Govt/Board
Primary Focus:          Strategic planning, corporate        • Lead the Fire and Rescue Service and earn respect amongst peers and
                        oversight/governance, commander        subordinates.
                        in chief, liaise with government     • More personal time

Size of team managed:   40                                   Team Responsibilities:
Reports to:             Minister/Govt CE, possibly to        • Manages all facets of the Fire Service operations.
                        Board                                • Coordinates technology upgrades at all sites.
Role in IT Decision     Approver                             • Manages deployment of software upgrades.
Making:                                                      • Manages negotiation of software licenses.
                                                             • Administers MIS operating budget.
Other Titles:           Chief executive                      • Develops and maintains a strategic IT plan.
Education:              Bachelors
                                                                                                       Worldwide Public Sector Industry Strategy Team
PS & NS BDM, Police Chief
BDM – Commissioner of Police                               Systems under direct jurisdiction:
                                                           • Call, Receipt, Dispatch (CRD), Radio Communication Network, Intranet, records
                                                             management

                                                           Systems the team influences:
                                                           • Whole of Govt systems including email, intranet, ICT

                                                           Pains:
                                                           • Being asked to do more with less – shrinking budgets but increasing ICT costs
                                                           • Needs mission critical ICT infrastructure that must be robust and fail proof
                                                           • Needs to be able to manage and disseminate classified information securely
                                                           • Needs to be able to maintain ‘chain of evidence’
                                                           • Often doesn’t understand IT systems
                                                           • Integrating inflexible, independent architectures/ legacy systems on ad hoc basis.
                                                           • Lacks an efficient way to manage the administrative demands coming in.
                                                           • Regularly understaffed; always looking for better talent, must compete for talent
Organization:           Houston Police Department          • Dealing with a highly unionized workforce that does not want to be burdened
                                                             with administrative tasks and see their role as serving the community.
Age:                    50                                 • Lacking time and funds to ensure thorough crew training.
Income range:           $200 - $400,000                    • Workforce that covers 24 hour roster and spread across diverse locations within
                                                             metropolis.
Years in role:          2
                                                           Goals:
Years in emergency      20
response:                                                  • Enhance/increase community safety
                                                           • Leverage information technology as a strategic enabler of the business.
Prior Roles:            Career policemen – criminal        • Strategically implements systems to provide all end users with access to the
                        investigation, operational           information and training they need to do their jobs.
                        response, planning and logistics   • Ensure the availability of mission critical systems at all times.
Primary Focus:          Strategic planning, corporate      • Establish reporting relationship with Govt/Board
                        oversight/governance, commander    • Lead the police service and earn respect amongst peers and subordinates.
                        in chief, liaise with government   • More personal time
Size of team managed:   120                                Team Responsibilities:
Reports to:             Minister/Govt CE, possibly to      • Manages all facets of the Police Service operations.
                        Board                              • Coordinates technology upgrades at all sites.
Role in IT Decision     Approver                           • Manages deployment of software upgrades.
Making:                                                    • Manages negotiation of software licenses.
                                                           • Administers MIS operating budget.
Other Titles:           Chief executive, Chief of Police   • Develops and maintains a strategic IT plan.

Education:              Bachelors
                                                                                                     Worldwide Public Sector Industry Strategy Team
PS & NS TDM, CIO
                                                          Systems under direct jurisdiction:
                                                          • All communication and computer systems used by city agencies


                                                          Systems his team influences:
                                                          • All communication and computer systems used by city agencies


                                                          Pains:
                                                          • Interoperability with other agencies
                                                          • System fixes
                                                          • System operations in harsh environments
                                                          • Insuring communications in both broadband and narrowband environments
Organization:           Westchester City

Age                     53

Income range:           $85,000 - $125,000                Goals:
Years in IT:            28
                                                          • Insuring all communications work effectively and efficiently to insure public
Prior roles:            Combination government and          service agencies are able to accomplish their respective mission s
                        corporate IT roles                • Meeting the operational needs of the public service agencies

Primary Focus:          Insuring all communications and
                        systems work effectively and      Responsibilities:
                        efficiently

Size of team managed:   Varies widely                     • Responsible for architecting and providing systems for emergency response, Call
                                                            Receipt Dispatch (CRD), records management, Intranet, mobility
Reports to:             Mayor                             • Provisioning systems (hardware and software)
                                                          • Systems architecture
Role in IT Decision     Approver
Making:
                                                          • Securing funding
                                                          • Logistics of systems installations/deployments
Other Titles:           Secretary of IT                   • Servicing equipment
                                                          • Selecting and managing vendors
Education:              Masters +                         • Correct/fix systems based on operations/user feedback
                                                          • Enabling mobile capabilities


                                                                                                     Worldwide Public Sector Industry Strategy Team
Public Services & E-Government
            Overview




                      Worldwide Public Sector Industry Strategy Team
Public Services & E-Government Vertical Summary

Vertical Definition                                                         Fast Facts
“E-Government” refers to the use by government agencies of                   $25 billion-plus in FY2009 Gov't Tech Spending is expected
information technologies (such as Wide Area Networks, the Internet,           (PJMathison report)
and mobile computing) that have the ability to transform relations with
citizens, businesses, and other arms of government. The resulting
benefits can be less corruption, increased transparency, greater
convenience, revenue growth, and/or cost reductions.

WW Software Spend Forecast (in millions)                                    Decision Makers & Influencers
                   MS         MS         MS         MS            CAGR      • BDM’s – President, NGO Leaders (i.e. World Bank, IMF, UN),
                   FY08       FY09       FY10       FY11          07 - 11     Ministers
 Public Services                                                            • TDM’s –CIO, CTO
                    $2,601     $2,850     $3,115     $3,396        9.4%     • Influencers – Politicians, analysts, partners, citizens
 & E-government
SW Spend: IDC MS SIM/MPF 2007 2/14/08




Cost Savings                                                                Opportunity for Microsoft Partners
• Reduce government cost of operation                                       •  Help government agencies do more with less
• Measure ROI and value realization                                         •  Help governments modernize IT infrastructure
                                                                            •  Provide data & IT environment security
Citizen Data Security                                                       •  Enable secure collaboration and access to sensitive information
                                                                            •  Streamline government procedures to reduce costs and improve outcomes
 • Ensure government transparency                                           •  Provide transparency to citizens of both data and processes; make things
 • Policy compliance and prevention of identity theft                         easy
 • Intra and inter agency collaboration and efficient access to             • Measure ROI
   information                                                              • Deliver relevant solutions:
                                                                                –   Electronic forms (Eforms)
Citizen Services Delivery                                                       –   Records management and archiving
 • Greater access to government services through fewer touch points             –   Document management
   with government agencies                                                     –   CRM and ERP case management
 • Eliminate manual processes                                                   –   Collaboration and decision support
                                                                                –   Customer care framework
                                                                                –   Electronic Identity Management (eID)
Green IT
                                                                                –   Back Office management
• Reduce governments footprint on the environment through energy                –   IT architecture design
  conservation
                                                                                                         Worldwide Public Sector Industry Strategy Team
PS & E BDM, President of Mexico
                                                                 Systems under direct jurisdiction:
                                                                 • All federal systems



                                                                 Systems his team influences:
                                                                 • All local/regional systems



                                                                 Pains:
Organization:                Mexico                              • Tax collection
                                                                 • Providing citizens access to president and federal agencies
Age                          46
                                                                 • Cost reduction
Income range:                $300,000                            • Budget management
                                                                 • Economic development
Years in IT:                 10                                  • Modernize government infrastructure
Prior roles:                 Secretary of Energy, President of
                             Majority Congressional Party,
                             President of Banobras
                                                                 Goals:
Primary Focus:               Modernizing Mexico

Size of team managed:        1,500 employees                     • Economic development & growth
                                                                 • Ensuring citizens safety and well being
Reports to:                  Citizens of Mexico
                                                                 • Government efficiency
Role in IT Decision          Influencer, final approver
Making:

Other Titles:                Minister, Prime Minister            Responsibilities:
Education:                   Masters +
                                                                 • Responsible for setting country direction politically and economically within
                 Factual representation                            country and internationally



                                                                                                             Worldwide Public Sector Industry Strategy Team
PS & E BDM, Minister of Social Development
                                                             Systems under direct jurisdiction:
                                                             • All IT systems under Ministry of Social Development



                                                             Systems his team influences:
                                                             • Tax collection systems
                                                             • State revenue systems



                                                             Pains:
Organization:                Mexico
                                                             • Increasing citizens access to IT
Age                          38
                                                             • Operational inefficiencies/bureaucracy
Income range:                $180,000 - $250,000             • Public perception of government’s social program performance
                                                             • Budget management
Years in IT:                 10

Prior roles:                 Undersecretary of Finance,
                             Undersecretary of Energy,
                             Director of Administration at
                                                             Goals:
                             Bonobras

Primary Focus:               Decrease poverty                • Ensuring social programs cover the target population
                                                             • Complying with constitution
Size of team managed:        2,000                           • Modernize social policy
Reports to:                  President                       • Providing technology to underpenetrated populations

Role in IT Decision          Final approver
Making:

Other Titles:                Minister, Secretary
                                                             Responsibilities:
Education:                   Masters +
                                                             • Define social development policy (welfare, health, IT, education) for the next 25
                 Factual representation                        years



                                                                                                       Worldwide Public Sector Industry Strategy Team
PS & E TDM, Minister of Technology
                                                            Systems under direct jurisdiction:
                                                            • All communication and computer systems used by federal, state and
                                                              municipalities to interact with citizens


                                                            Systems his team influences:
                                                            • All communication and computer systems used by federal, state and
                                                              municipalities to interact with citizens
                                                            • Ensures all IT investments adheres to IT Strategic Security Plan
                                                            • Business continuity
                                                            • Negotiates master agreements


                                                            Pains:
Organization:               German BSI
                                                            • Interoperability with other agencies
Age                         53
                                                            • Maintaining high standards of security that do not compromise national
Income range:               $85,000 - $175,000                sovereignity
                                                            • System fixes
Years in IT:                28

Prior roles:                Combination government and
                            corporate IT roles
                                                            Goals:

Primary Focus:              Security of German IT           • Central IT service provider for the German government responsible for the IT
                            infrastructure                    security of the society and are thus indispensable to the security of Germany

Size of team managed:       Varies widely

Reports to:                 President
                                                            Responsibilities:
Role in IT Decision         Final approver
Making:
                                                            • IT security
Other Titles:               Secretary of IT, IT Director,   • Systems architecture
                            Minister of IT                  • Selecting and managing vendors
                                                            • Correct/fix systems based on operations/user feedback
Education:                   Masters +                      • Negotiating master agreements
                 Factual representation                     • Creates and adheres to service level agreements with the LOB CIO’s



                                                                                                         Worldwide Public Sector Industry Strategy Team
Local Regional Government (LRG)
           Overview




                      Worldwide Public Sector Industry Strategy Team
Local Government Overview
Local Government Overview

 Other Names:                    County Government, City, Town, Taxing District, municipality, Village, Town


 Primary Agencies:               Treasurer, County Clerk, Social Care, Education (sometimes covered),Transportation, Recorder of Deeds, States Attorney, Public
                                 Defender, Assessor, Clerk of the Circuit Court, Public Defender, Chief Judge, Health, Building & Zoning, Public Works, Environment
                                 & Waste, Economic Development, Pension, Leisure & Culture

 Overall Mission:                To deliver local services, safeguard citizens and provide for citizen welfare


 Organization Size:              50-75,000 employees (Varies widely)


 IT Systems Managed:             Treasury, Planning, Financial and CRM, E-ID, Case Management, Citizen Delivery, Document Management, Transit, Tourism, health,
                                 public safety, enterprise geographical information systems , records management, desktop operating, infrastructure (wide area
                                 network) , pension and property tax, benefits and welfare

 Priority Initiatives:           Citizen service delivery, case management, e-id, environmental sustainability, property tax system, jail management systems, health
                                 public safety, education, mental health, elections, public works, building and licenses, housing, airport, economic development,
                                 records management



 Leader:                         Mayor, County Commissioner, President of the County Board, Alderman, City Council member, minister, Council Leader also civil
                                 service leadership – Chief Executive, Directors

 IT Leadership Structure:        Chief Information Officer, IT Director, Chief Technology Officer, Chief Security Officer, IT Manager



 IT Budget Range:                $50,000-30 Billion (Varies Widely)


 Purchase Process:               Request for Proposal, bid, Strategic Sourcing,



 Key Differences from Regional   Local Government are citizen centric, revenue focused , and transit
 Government:

 Key Differences from Federal    Citizen centric, first responder
 Government:

                                                                                                                     Worldwide Public Sector Industry Strategy Team
Regional Government Overview
Regional Government Overview

 Other Names:                   State , Prefecture, National Government, Regional


 Primary Agencies:              Office of Governor, Attorney General, Comptroller, Treasurer, Judiciary, Health & Human Services, Centralized Chief Information
                                Officer, Transportation

 Overall Mission:               Ministerial, Education, Public Health, Financial & Administration


 Organization Size:             3,000-100,000 employees(Varies widely)


 IT Systems Managed:            Desktop operating system, Wide Area Network/ Infrastructure, ERP, Revenue, Fusion Center/Command Center, Drivers License,,
                                Geographical Information System,, Integrated Justice, Income taxes, E-ID, Security


 Priority Initiatives:          Integrated Justice, Revenue, Financial and Administration, Education, Transportation, Tourism, Department of Motor Vehicle, Child
                                Support, Health and Human Services




 Leader:                        Governor, Ministers


 IT Leadership Structure:       Centralized Chief Information Officer , and Line of business CIO, CTO, VP of IT,



 IT Budget Range:               1-40 Billion (Varies widely)


 Purchase Process:              Request for Proposal, Request for Information, Bids and Strategic Sourcing



 Key Differences from Local     Ministerial, Education, Child Support, Health & Human Services
 Government:

 Key Differences from Federal
 Government:

                                                                                                                   Worldwide Public Sector Industry Strategy Team
Citizen Service Platform Situation
 •   Many companies have developed a connected government story but depend on proprietary
     solutions. The CSP provides a framework under which the best public sector solutions in the
     world work in harmony. Microsoft’s approach to focus on an open Applications Framework is
     designed to maximize the customer ability to integrate their applications.
 •   Microsoft research indicates that no other company is offering the breadth of approach
     proposed by Microsoft including hosted and in-house solutions. Niche competitors are
     starting to develop interesting online offerings however they have no capability to grow this
     easily to provide a richer set of functionality for larger government organizations.
 •   Traditional ERP vendors offer very heavyweight, expensive packages which are hard to use
     and costly to customize – typically they are not focused on meeting the needs of government
     and only tend to target larger LRGs.
 •    Some Open Source offerings are starting to appear however their features are limited and
     they are provided without any warranty. They do not appear attractive internationally but
     tend to be focused on either Europe or the US.
 •   Although some other companies have a strong offering there’s are more oriented towards
     the larger LRGs and seem to be more business than government focused.
 •   Microsoft with its partner ecosystems is uniquely placed to exploit the opportunity to
     provide software and services to support the significant worldwide investments that
     governments are making in transforming their services through ICT.




                                                                       Worldwide Public Sector Industry Strategy Team
LRG BDM, Mayor
                                                              Systems under direct jurisdiction:

                                                              • All city systems – administration ( i.e. case management, citizen services,
                                                                registration records, business licenses, building permits, parks and recreation
                                                                programs); public safety (i.e. judicial system, law enforcement), local
                                                                transportation


                                                              Systems the team influences:

                                                              • All city systems


                                                              Pains:

                                                              • Being asked to do more with less – shrinking budgets but increasing costs
Organization:           New Bedford, Colorado                 • Improving service process delivery
                                                              • Improving city program outcomes
Age:                    48
                                                              • Aging municipal workforce – knowledge transfer
Income range:           $105,000                              • Regularly understaffed; always looking for better talent, must compete for talent
                                                              • Responding to ad hoc issues
Years in role:          2

Years in government     12
work:                                                         Goals:

Prior Roles:            County executive, transportation
                        director, lawyer                      • Enhance/increase community safety
                                                              • Cost-effectively deliver citizen services
Primary Focus:          Delivery of citizen services within   • Get re-elected
                        budget; citizen safety                • Build morale among city employees
                                                              • Inspire citizens to value and enjoy where they live and work
Size of team managed:   275

Reports to:             City Council
                                                              Team Responsibilities:
Role in IT Decision     Approver
Making:
                                                              • Manages all facets of city operations
Other Titles:           Minister                              • Oversees the implementation of a IT strategic plan
                                                              • Develops and manages city budgets
Education:              Masters                                 Operates city programs
                                                                Develops and implements

                                                                                                        Worldwide Public Sector Industry Strategy Team
LRG BDM, President of the County Board
                                                               Systems under direct jurisdiction:

                                                               • All county systems – administration ( i.e. case management, property tax, citizen
                                                                 registration records, business licenses, building permits, elections, integrated
                                                                 justice, public works, vital statistics, records management


                                                               Systems the team influences:

                                                               • All county systems


                                                               Pains:

                                                               • Being asked to do more with less – shrinking budgets but increasing costs
                                                               • Improving the economic well-being of the county
                                                               • Improving service process delivery
Organization:           Fairfax, Virginia                      • Improving county program outcomes
                                                               • Aging municipal workforce – knowledge transfer
Age:                    49                                     • Regularly understaffed; and is responsible for multiple deadlines that are always
                                                                 changing
Income range:           $175,000
                                                               • Responding to ad hoc issues
Years in role:          10                                     • Local Transportation issues
Years in government     15
work:                                                          Goals:
Prior Roles:            County executive, Community
                        Advocate, lawyer                       • Enhance economic development
                                                               • Cost-effectively deliver citizen services
Primary Focus:          Delivery of citizen services within
                                                               • Get re-elected
                        budget; citizen safety, property tax
                                                               • Build morale among county employees
Size of team managed:   1500                                   • Inspire citizens to value and enjoy where they live and work

Reports to:             County Board
                                                               Team Responsibilities:
Role in IT Decision     Approver
Making:
                                                               • Manages all facets of county operations
Other Titles:           Minister                               • Develops and manages city budgets
                                                               • Operates county programs
Education:              Masters, JD                            • Develops and maintains a strategic plan which includes IT.
                                                               • Implements IT services in support of county programs

                                                                                                         Worldwide Public Sector Industry Strategy Team
LRG TDM, Centralized CIO
                                                          Systems under direct jurisdiction:

                                                          • All communication and computer systems used by city/county agencies,
                                                          • Integrated justice,
                                                          • Desktop and data center infrastructure
                                                          • Business continuity

                                                          Systems his team influences:

                                                          • All communication and computer systems used by city/county agencies
                                                          • Ensures all IT investments adheres to IT Strategic Plan
                                                          • Business continuity
                                                          • Negotiates master agreements

                                                          Pains:

                                                          • Interoperability with other agencies
                                                          • System fixes
                                                          • Ensures System operations, such as Payroll
Organization:           Westchester City                  • Insuring communications in both broadband and narrowband environments

Age                     53

Income range:           $85,000 - $175,000                Goals:

Years in IT:            28                                • Insuring all communications work effectively and efficiently to insure public
                                                            service agencies are able to accomplish their respective mission s
Prior roles:            Combination government and        • Meeting the operational needs of the public service agencies
                        corporate IT roles
                                                          Responsibilities:

Primary Focus:          Insuring all communications and   • Responsible for architecting and providing systems for multiple functions
                        systems work effectively and        including case management, records management, collaboration, finance,
                        efficiently                         performance management
Size of team managed:   Varies widely                     • Provisioning systems (hardware and software)
                                                          • Systems architecture
Reports to:             Mayor/County Board                • Securing funding
                                                          • Logistics of systems installations/deployments
Role in IT Decision     Influencer
Making:                                                   • Servicing equipment
                                                          • Selecting and managing vendors
Other Titles:           Secretary of IT, IT Director,     • Correct/fix systems based on operations/user feedback
                        Minister of IT                    • Enabling mobile capabilities by providing the strategic direction
                                                          • Negotiating master agreements
Education:              Masters +
                                                          • Creates and adheres to service level agreements with the LOB CIO’s



                                                                                                       Worldwide Public Sector Industry Strategy Team
LRG TDM, Line of Business CIO
                                                               Systems under direct jurisdiction:

                                                               • All agency computer systems used by city/county agencies
                                                               • All desktop hardware and software
                                                               • Collaborates with centralized CIO for agency‘s business continuity

                                                               Systems his team influences:

                                                               • All computer systems used by city/county agency

                                                               Pains:

                                                               • Interoperability with other agencies for agency information for integrated justice
                                                               • System fixes
                                                               • System operations in a changing environment
                                                               • Collaborating with centralized CIO for both broadband and narrowband
                                                                 environments

Organization:           Montgomery City

Age                     48
                                                               Goals:
Income range:           $85,000 - $125,000
                                                               • Insuring all communications work effectively and efficiently to insure public
Years in IT:            20                                       service agencies are able to accomplish their respective mission s
                                                               • Meeting the operational needs of the public service agencies
Prior roles:            Combination government and
                        corporate IT roles                     Responsibilities:

Primary Focus:          Ensuring the day to day operations     • Responsible for implementing technology, such as case management, records
                        of the agency works effectively          management, Intranet, mobility solutions
                        and efficiently, and collaborates      • Systems architecture for agency’s technology initiatives that will adhere to
                        with the centralized CIO on at least     enterprise standards.
                        a weekly basis.                        • Securing funding with the assistance of the Centralized CIO by adhering to
                                                                 enterprise standards
Size of team managed:   Varies widely
                                                               • Logistics of systems installations/deployments for own agency
Reports to:             Agency Director or Elected Official    • Coordinates the Servicing of equipment through the enterprise wide
                                                                 maintenance contract
Role in IT Decision     Influencer                             • Selecting and managing vendors for agency’s IT technology through
Making:                                                          collaboration with the centralized CIO
Other Titles:           Secretary of IT, IT Director,          • Correct/fix systems based on operations/ provide user feedback
                        Minister                               • Enabling mobile capabilities by working with the centralized CIO

Education:              Masters +

                                                                                                          Worldwide Public Sector Industry Strategy Team
Appendix




           Worldwide Public Sector Industry Strategy Team
E&S Campaign Modules mapped to Partner Competency
                (Guidance only)
                            Efficient & Sustainable Government Campaign
            Increase Government         Improve Citizen Interaction        Modernize Government IT
             Worker Productivity                                          Asset              Optimized
                Technologies that work the way your people work&
                                    Reporting &  Consolidation Desktop
                                                               Deployment
                 Collaboration, &               Compliancy            & Management
                    Workflow
       Software that amplifies the talent and abilities of everyone
                                 Gov 2.0
                                                      Infrastructure
                                                                                  Optimization


                                                     Security


Collaboration, Workflow & Telework    Reporting & Compliancy          Asset Consolidation
•IW Sol                               •Data Management Sol            •Adv & Network Infra
•MBS                                  •MBS                            •Security Sol (secondary
•UC                                   •IW Sol
•Adv & Network Infra                  BI Sol                          Optimized Desktop & Deployment
•ISV Sol                              Citizen Interaction             •Network Infra

Security                              •Custom Dev Sol                 •Security Sol
•Security Sol                         •IW Sol                         •IW Sol
•Adv & Network Infra                  •MBS

                                      •BI Sol                         Infrastructure Optimization/ Business Value
                                                                      Framework
                                                                      •IW Sol

                                                                      •Network Infra

                                                                               Worldwide
                                                                      •Custom App Dev Public Sector Industry Strategy Team
 Postal
Overview




           Worldwide Public Sector Industry Strategy Team
Postal Industry Vertical Summary
                                                                               Fast Facts
                                                                               The postal sector globally employs more than 5 million people and has
Vertical Definition                                                            more than 660,000 retail points across the globe in locations, ranging from
                                                                               major cities to some of the remotest locations on the planet. This
• The Postal Industry Vertical covers all National and Privatized Post
  including the major Express/Parcels carriers competing with the Postal       represents one of the largest structured networks in the world covering
  operators.                                                                   96% of the worlds population. In 2006, Posts around the world generated
                                                                               revenues of more than US$308 billion through managing the handling of
• Postal Operators have in most cases a multi-core business including: Mail,   some 430 billion domestic letters, 5.5 billion international letters and over
  Parcels/Express, Logistics, Financial, Retail businesses.                    6 billion parcels (source: UPU).

• Postal Operators are still very much government owned organizations but
  are managed like private commercial organizations (Revenue / Profit &
  Loss).
WW Software Spend Forecast (in millions)                                       Decision Makers & Influencers
                    MSFY08      MS          MS          MS           CAGR      • BDM’s – CEO, Board of Directors, Business Unit Directors (each Business
                                FY09        FY10        FY11         07 - 11     Unit will probably have its own strategy and IT priorities).
                                                                               • TDM’s –CIO, CTO/Technology Strategist, IT Directors.
 Postal Operators    $1,845      $2,015      $2,195      $2,383       8.9%     • Influencers – Universal Postal Union, Ministry whom the Post is reporting
                                                                                 to, Regulatory Commission, Direct Marketing Associations…
SW Spend: IDC MS SIM/MPF 2007 2/14/08




Cost reduction                                                                 Microsoft Opportunity
• Reduction of cost thru continuous automation and optimization of             •  Solutions:
   mail/parcel distribution processes (industry highly dependent on price               • Enterprise Efficiency:
   of gas).                                                                                       • UC / OCS / SharePoint / Workflow
                                                                                                  • Business Intelligence
• Reduction of FTE, flexible workforce, reduction of number of Post                     • Supply Chain Visibility
   Offices.                                                                                       • Operations Monitoring (real time view dashboards)
• Strong pressure on IT and new revenue generation
Revenue protectionbudgets / Outsourcing trend.                                                    • Track & Trace (SQL)
 • Post trying to secure existing revenue flow from Mail decreasing due                           • Fleet Management (Virtual Earth/BI)
    to electronic substitution.                                                                   • Mobility for Postmen
 • Looking for diversification of core business in retail, multimedia, e-               • Sales & Marketing
    commerce.                                                                                     • Document / Contract / Forms Management
 • Increased connections and customer insight (small and medium                                   • Mobile Sales Force
Environmental protection: Green                                                                   • CRM V4.0
    businesses)
                                                                                        • Branch Renewal
 • Willingness to reduce the carbon footprint of the distribution                                 • Retail Outlet Architecture and Applications / Kiosk /
   activity: investments in electrical cars, reduction of internal                                  Automation
   transportation usage.                                                                • e-Postal Services
 • Investment in alternative electronic channels (digital mailboxes).                             • Portals / Commerce Server
Improving quality of Service (QoS)                                                                • Secure e-Mailboxes
                                                                               • Innovation: engage with our customers to help them realize their innovations.
• Measurement of QoS: Track & Trace, Mobility for Postmen…                     • Partnership: find business opportunities and combine our respective assets to
                                                                                                              Worldwide Public / Live Industry Strategy Team
                                                                                 make business together (ex: monetize our MSNSectormarket share).
Postal BDM, CEO
                                                              Systems under direct jurisdiction:
                                                              • All systems necessary to report the financial health of the company (Post is
                                                                under SOX)


                                                              Systems his team influences:
                                                              • All computer systems used by the Postal Operator


                                                              Pains:
                                                              • Maintenance of Universal Service Obligation while continuing reducing cost.
                                                              • Cost of retail and distribution networks.
Organization:           French Post                           • Keep social peace and manage the unions while modernizing the organization.
Age                     54
                                                              • Dependence on gas price.
                                                              • Decrease of mail volumes.
Income range:           $500,000 - $1,000,000                 • Regulatory Commission not allowing to explore new business opportunities.
                                                              • Payment of Civil Servants retirement.
Years in Post:          6

Prior roles:            CEO of other Major big French
                        Public Companies                      Goals:
Primary Focus:          Achieve the transformation of the     • Build profitable business while continuing growing the revenue.
                        Postal organization in a profitable
                                                              • Prepare the company for privatization and market liberalization.
                        business to prepare the full
                        liberalization of Postal Market
                                                              • Keep the internal social peace and manage the political issue linked to Postal
                                                                transformation (Post Office closure…).
Size of team managed:   250.000                               • Continue to invest to enable continuous productivity improvements.
Reports to:             Ministry of Finance and Industry

Role in IT Decision     Approver/authorizer                   Responsibilities:
Making:

Other Titles:                                                 • Responsible for Managing one of the largest employers in the country and build a
                                                                profitable business while continuing to improve the quality of service to all
Education:              MBA                                     citizens and businesses in the country.



                                                                                                        Worldwide Public Sector Industry Strategy Team
Postal TDM, MAIL DIVISION CIO
                                                              Systems under direct jurisdiction:
                                                              • All systems of the Mail/Parcels division.


                                                              Systems his team influences:
                                                              • All systems of the Mail/Parcels division.


                                                              Pains & Responses
                                                              • Cost pressure on IT budgets: Outsourcing & Off-shoring, consolidation of data
                                                                centers, application portfolio prioritization, server virtualization, OSS assessment
                                                                …
                                                              • Maintenance and cost efficiency of legacy systems: when possible, trend towards
                                                                standard software package adoption, SaaS investigation.
                                                              • IT not recognized as business enabler, but cost factor: Change in IT governance,
Organization:           French Post                             more focus on IT enablement (ex : T&T, Mobility, BI…).
                                                              • Many disparate systems that are hard to connect: Integration applications and
Age                     43                                      service oriented architecture.
                                                              • Large number of infrastructure standards: Infrastructure rationalization and
Income range:           $150,000 - $200,000                     simplification.
Years in IT:            20                                    • Service efficiency and flexibility at point of sales: Renewal of POS terminals and
                                                                applications to offer superior customer service and automation.
Prior roles:            Several IT roles within the           • Business value of new technologies: Selected pilots for technologies (ex : RFID,
                        organization. Started as developer.     mobile solutions) to prove business value.

Primary Focus:          Insuring that all IT systems enable   Goals:
                        the end to end supply chain for
                        mail and parcels delivery.
                                                              • Developing and implementing IT strategic plan aligned with business strategy.
Size of team managed:   300                                   • Business continuity.
                                                              • Achieving most value from IT investments.
Reports to:             CEO of Mail Division

Role in IT Decision     Decision maker
Making:
                                                              Responsibilities:
Other Titles:           IT Director
                                                              • Responsible for architecting and providing systems to achieve the Mail/Parcel
Education:              Masters + (done after several           division goals.
                        years in IT operations)               • Responsible for business continuity as it relates to IT systems.
                                                              • Procuring systems (hardware and software).

                                                                                                            Worldwide Public Sector Industry Strategy Team
  Tax
Overview




           Worldwide Public Sector Industry Strategy Team
Tax Vertical Summary
                                                                              Fast Facts
Vertical Definition                                                           The cost of collections ranges from 80 cents for every $100
• The Tax Vertical covers all levels of government taxation with              collected to $1.50 for every $100 dollars collected.
  primary focus on income tax, consumption taxes and real property            The international average is $1 for every $100 collected.
  taxes This vertical also covers federal customs revenues.


WW Software Spend Forecast (in millions)                                      Decision Makers & Influencers
                                                                              • BDM’s – Minister of Finance, CEO, Board of Management
                     MS          MS         MS         MS         CAGR
                     FY08        FY09       FY10       FY11       07 - 11     • TDM’s –CIO, CTO/Technology Strategist, IT Directors
                                                                              • Influencers – Parliamentary advisors, Finance Policy Makers,
Tax & Policy                                                                    Business Line Directors as appropriate (i.e. Compliance Manager)
                      $1,611      $1,774     $1,947     $2,128         9.7%
Administration
SW Spend: IDC MS SIM/MPF 2007 2/14/08




Cost Savings                                                                  Opportunity for Microsoft Partners
•    Budget constraints and drive to reduce total cost of collection          •  Modernize IT while maintaining interop with high value legacy systems
•    Reduce tax non-compliance                                                •  Help government agencies do more with less
•    Measure ROI and value realization                                        •  Provide data security
•    Improve operational efficiency of IT infrastructure                      •  Enable secure collaboration and access to sensitive information
                                                                              •  Streamline government procedures to reduce costs and improve outcomes
Citizen Data Security                                                         •  Provide transparency to citizens of both data and processes; make things
                                                                                easy
    • Policy compliance and prevention of identity theft                      • Demonstrate ROI
    • Manage secure sharing of information across multiple agencies and       • Deliver relevant solutions:
      jurisdictions                                                               –   Analytical tools
    • Protection of data contained in field officers devices                      –   Business Intelligence tools
                                                                                  –   Efficient enterprise systems
Citizen Services Delivery                                                         –   CRM and case management
    • Seamless service delivery across agencies and levels of government          –   Electronic forms (Eforms)
    • Realize benefits available from CRM systems                                 –   Records management and archiving
    • Citizen access to government tax information and resources                  –   Document management
                                                                                  –   Collaboration and decision support
Green IT                                                                          –   Electronic Identity Management (eID)
• Meet government standards of operation or reduce overall carbon
  footprint                                                                                                Worldwide Public Sector Industry Strategy Team
Tax BDM, CEO
                                                            Systems under direct jurisdiction:
                                                            • All systems used by the tax agency



                                                            Systems his team influences:
                                                            • All computer systems used by tax agency



                                                            Pains:
                                                            •   Levels of tax compliance
Organization:             New Zealand Tax Department        •   Revenue leakage through tax schemes or international operations
                                                            •   Achieving required collections
Age                       58                                •   Operational efficiencies
Income range:             $150,000 - $200,000               •   Public perceptions of service and administration

Years in Tax:             25

Prior roles:              Career in tax policy and
                          administration                    Goals:
Primary Focus:            Achieve governments revenue
                          targets in a fair and equitable   • Achieving required collections
                          manner                            • Meeting government requirements
                                                            • Meeting acceptable citizen satisfaction levels
Size of team managed:     10,000                            • Meeting administrative requirements of new legislation
Reports to:               Country Treasurer

Role in IT Decision       Approver/authorizer
Making:                                                     Responsibilities:
Other Titles:             Commissioner
                                                            • Responsible for achieving government revenue goals and managing all aspects
Education:                Degrees in accounting and law       of national tax administration including systems, people, law and business
       Disclaimer: Fact-based fictional persona               process.



                                                                                                      Worldwide Public Sector Industry Strategy Team
Tax TDM, Tax Agency CIO
                                                             Systems under direct jurisdiction:
                                                             • All communication and computer systems used by tax agency



                                                             Systems his team influences:
                                                             • All communication and computer systems used by tax agency



                                                             Pains:
                                                             • Maintaining appropriate levels of data security in a transparent and
Organization:              New Zealand Tax Office              interoperable environment
Age                        41                                • Interoperability with other agencies
                                                             • System fixes
Income range:              $125,000 - $175,000               • Ensures system operations across multiple legacy systems
Years in IT:               20                                • Keeping IT staff current with industry developments

Prior roles:               Combination government and
                           corporate IT roles
                                                             Goals:
Primary Focus:             Insuring all systems and
                           communications work effectively
                           and efficiently                   • Developing and implementing IT strategic plan aligned with business strategy
                                                             • Business continuity
Size of team managed:      300                               • Achieving most value from IT investments
Reports to:                CEO

Role in IT Decision        Decision maker
Making:

Other Titles:              IT Director
                                                             Responsibilities:
Education:                 Masters +                         • Responsible for architecting and providing systems to achieve tax agency goals
                                                             • Responsible for business continuity as it relates to IT systems
       Disclaimer: Fact-based fictional persona              • Procuring systems (hardware and software)

                                                                                                       Worldwide Public Sector Industry Strategy Team
Tourism Overview




               Worldwide Public Sector Industry Strategy Team
Tourism Vertical Summary
                                                                       Fast Facts
Vertical Definition                                                    Every day over US$2 billion worldwide is generated by
• The Tourism Vertical covers all levels of government with primary    international tourism alone. With almost 900 million international
  focus on destination promotion (at the local, regional or national   tourist arrivals recorded in 2007, the market is predicted to expand
  level).This vertical also covers private non-profit destination      to 1.6 billion by 2020.
  marketing organizations like Convention & Visitors Bureaus.
                                                                       Technology, particularly information and communication
Software Spend Forecast (in millions)                                  technology (ICT), is playing an increasingly important role in the
                                                                       tourism industry. With over 1.2 billion Internet users and with over
  Tourism is a new vertical in the WW Gov industry. While it was
                                                                       2 billion mobile devices, the use of ICT tools is clearly becoming a
  recently added to the FY09 taxonomy, the tools used for reporting
  and tracking (MS Sales, Siebel, etc.) have not incorporated this     competitive factor for both tourism destinations and enterprises.
  updated info.                                                        (Source: UNWTO 2007)
                                                                       Decision Makers & Influencers
  As a result, sales information and forecasting is not available at   • BDM’s – Minister of Tourism, CEO, Director General of Tourism
  this time. This issue is being addressed ASAP. Please keep in mind   • TDM’s –CIO, CTO/Technology Strategist, IT Directors
  that Tourism can represent a strategic win by stimulating the        • Influencers – Marketing VP/Dir, ETourism or Web Dir/Mgr., Dir of
  customer’s economy., job creation, etc.                                Membership, and Dept of Economic Development officials


Destination Promotion                                                  Opportunity for Microsoft Partners
• Robust Portals-Web 2.0 (interactive mapping, UGC, personalization,   •  Provide a multi-purpose platform to execute Tourism business imperatives
  etc.)                                                                •  Modernize IT while maintaining interop with high value legacy systems
• Promotion and Demand Generation (Ads, SEO, etc.)                     •  Help government agencies do more with less
• Content Management, workflow, authorization, etc.                    •  Provide data security
• Marketing resources for suppliers & other Tourism Orgs               •  Enable secure collaboration and access to sensitive information
Building Capability & Capacity (Stakeholder Enablement)                •  Streamline government procedures to reduce costs and improve outcomes
                                                                       •  Provide transparency to citizens of both data and processes; make things
 • ICT tools for small Travel Suppliers/Providers                        easy
 • Training/info for Tourism Orgs and Travel Suppliers                 • Demonstrate ROI
   (intranets/extranets)                                               • Deliver relevant solutions:
 • Marketing enablement (image libraries, copy, templates, etc.)           – Multipurpose Web Platform (intra, extra and internet sites)
Traveler Facilitation                                                      – Business Intelligence/Market Intelligence tools
                                                                           – CRM (for sales engagements and content personalization)
 • eVisa and ePassports                                                    – Robust online/internet tools and user experience
 • Location Based Services                                                 – Image and document management
 • Personalization (custom content, itineraries, etc.)                     – Collaboration and decision support (within org and between stake
Destination Stewardship                                                      holders)
                                                                           – Electronic Identity Management (eID for ePassport/eVisa
• Meet government standards of operation or reduce overall carbon            solutions—which are primarily driven by Foreign
  footprint                                                                  Affairs/Immigration) Worldwide Public Sector Industry Strategy Team
Tourism BDM, Dir General, Dept of Envir. &
Tourism
                                                             Systems under direct jurisdiction:
                                                             • National Tourism Infrastructure (web sites—internet, intranet, extranet), Foreign
                                                               Info Offices, etc.)


                                                             Systems his team influences:
                                                             • influence small providers or local/regional Destination Management Org portals,
                                                               etc.


                                                             Pains:
Organization:             Department of Environment &
                          Tourism, South Africa
                                                             • Coordination/Collaboration with with Regional/local PS tourism Orgs
Age                       51                                 • Revenue leakage through foreign owned tourism suppliers
                                                             • Maintaining Relevance /Providing Value to LRG Tourism Orgs and Travel
Income range:             $150,000 - $200,000
                                                               Suppliers
Years in Tourism:         25                                 • Operational efficiencies
                                                             • Providing value to tourists (info or services they can’t/don’t get from private
Prior roles:              General Manager of Southern Sun      entities)
                          Resort Hotels, Vice President of   • Differentiating their destination
                          Marketing, Cape Town Tourism

Primary Focus:            Develop Tourism industry to
                          enhance economic prosperity        Goals:
                          (tourism related tax rev, jobs,
                          direct investment, etc.)
                                                             • Increasing visitors, bolstering the tourism industry, thus overall economy
Size of team managed:     250                                • Achieving tourism industry growth in a sustainable way
Reports to:               Country Treasurer                  • Adding value to private tourism suppliers and distributors and pub sector stake
                                                               holders
Role in IT Decision       Approver/authorizer
Making:

Other Titles:             Minister, Secretary, Director      Responsibilities:
                          General, General Manager,
                          Managing Dir
                                                             • Promoting the destination (local, regional, nat’l) in a way that’s relevant to
Education:                Degrees in economics or tourism      tourists and growing tourism industry in a sustainable, value driven way
      Disclaimer: Fact-based fictional persona
                          mgt or MBA
                                                                                                         Worldwide Public Sector Industry Strategy Team
Tourism TDM, Tourism Industry CIO
                                                                 Systems under direct jurisdiction:
                                                                 • All communication and computer systems used by Tourism agency



                                                                 Systems his team influences:
                                                                 • All communication and computer systems used by local/regional Tourism orgs
                                                                   and small private sector tourism supplier systems



                                                                 Pains:

Organization:              Department of Environment &
                                                                 • Maintaining appropriate levels of data security in a transparent and
                           Tourism, South Africa
                                                                   interoperable environment
                                                                 • Interoperability with other agencies
Age                        43                                    • System fixes
                                                                 • Ensures system operations across multiple legacy systems
Income range:              $125,000 - $175,000
                                                                 • Keeping IT staff current with industry developments
Years in IT:               20

Prior roles:               Combination government and
                           corporate IT roles (including prior   Goals:
                           role at UNWTO)

Primary Focus:             Insuring all systems and              • Developing and implementing IT strategic plan aligned with business strategy
                           communications work effectively       • Business continuity
                           and efficiently                       • Achieving most value from IT investments
Size of team managed:      30

Reports to:                CEO
                                                                 Responsibilities:
Role in IT Decision        Decision maker
Making:
                                                                 • Responsible for architecting and providing systems to achieve tourism agency
Other Titles:              IT Director                             goals—and potentially to enable other dependent orgs (in pub or private sector)
                                                                 • Responsible for business continuity as it relates to IT systems
Education:                 Masters +
                                                                 • Procuring systems (hardware and software)
       Disclaimer: Fact-based fictional persona
                                                                                                           Worldwide Public Sector Industry Strategy Team

				
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