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BA was transitioning employee processes online when the events of Sept. 11 tipped the industry toward financial crisis. To ensure a lasting recovery, BA pursued a more methodical approach to online employee self-service, hoping to achieve greater savings and link to a broader set of transformational goals. To meet these objectives, BA developed a robust, reliable set of metrics to accelerate change and monitor progress. By Mar. 2006, savings reached £38M, on target for BA’s £50M 2007 target.

Deutsche Bahn wanted to implement Project Railnet—an ambitious concept to provide wireless Internet access aboard the company’s high-speed ICE trains in Germany. The result is a powerful strategic partnership with T-Mobile Deutschland that will transform the customer travel experience and unlock new strategic value and competitive advantage for both companies.

Everyone depends on transportation, taking it largely for granted. Yet, demand for services in today's complex, $3 trillion transportation industry is far outstripping supply. In addition, traditional strategies such as building more infrastructure and restricting usage are no longer sustainable. In this book, several leaders and visionaries from different segments of the transportation industry discuss how to meet the challenge of this escalating demand. View more of the Connected Series.

CSX Transportation is an innovator in the railroad industry, changing the way it manages its business by launching an IP mobility platform that enables enterprisewide applications to further improve communications, efficiency, and safety. Resulting financial benefits are projected to be measured in the hundreds of millions of dollars.

As demands for connectivity continually increased and attention turned to the competitive advantages of IP networks, current and potential Sprint customers began to focus more and more on security concerns. While fears about possible damage from invasive digital viruses and worms made for the most visible headlines, regulatory compliance requirements lifted network security into the realm of mission-critical necessity.

In the face of changing technology and heightened customer demands, Sprint executives decided in 2002 that the company needed to redirect its strategy to remain competitive, initiating a program aimed at transforming Sprint from a product-centric enterprise into a business that revolves around customer solutions. A key part of that change involved a focus on industry-specific solutions that capitalized on wireless and IP communications.

Leading global systems integrator Computer Sciences Corporation was searching for new ways to enhance their portfolio of services with new innovative, differentiable service offerings. With assistance from the Cisco Internet Business Solutions Group, CSC formulated a cohesive strategy for deploying a new portfolio of network-enabled service offerings that could lead to significant increases in revenue and improve value-creation for customers substantially.

To create new revenue streams, Orange Business Services wanted to develop an end-to-end solution for the high-value healthcare sector—acquiring systems integration expertise to extend its managed service offering. Working with Cisco, OBS developed this capability—based on a Cisco Medical-Grade Network design and a converged, wireless, intelligent IP infrastructure—and is already winning new business.

Working with Cisco, T-Systems has better served the needs of its customers and exploit new opportunities in Germany. Project Navigator enabled T-Systems to bring to market a powerful portfolio of IP-based solutions for large enterprises, the mid-market, and SMB segments. Stronger propositions have helped T-Systems to increase its win rates significantly.

Deutsche Bahn wanted to implement Project Railnet—an ambitious concept to provide wireless Internet access aboard the company’s high-speed ICE trains in Germany. The result is a powerful strategic partnership with T-Mobile Deutschland that will transform the customer travel experience and unlock new strategic value and competitive advantage for both companies.

The SMB Managed Service program marked an important milestone for China Telecom in its strategic transformation roadmap. Small and medium businesses now enjoy integrated VPN based services plus managed security powered by Cisco, all at affordable costs. This video provides a holistic story of joint effort and market success, with presence from both CEO and COO of China Telecom.

Kabel Deutschland’s unique triple-play package has enabled the company to offer a real alternative to customers: attractive bundles of Internet (Kabel Highspeed) and telephone services (Kabel Phone) via cable, as well as analog and digital TV—all from a single source. The company’s triple-play offer, completed with the support of the Cisco Systems® Internet Business Solutions Group (IBSG), means that German subscribers no longer need to buy DSL bundled with an analog telephone or ISDN line, saving customers the basic fee for telephony.

With assistance from Cisco IBSG, Orbitel designed an entirely new business strategy based around Wi-Max access, and developed a detailed roadmap for bringing new services to market. Orbitel was able to successfully launch its new product portfolio and has already gained a strong foothold in the market.

Telekom Malaysia partnered with Cisco to make the leap from traditional voice to an integrated voice and data service provider. Entering into an alliance partnership, they developed and accelerated an IP services and go-to-market strategy for the Malaysian enterprise market, experiencing a 20 percent monthly growth rate and on target to triple revenue.

3 Italy and Cisco have worked together to create a new business model—a revenue-sharing, collaborative framework with systems integrators and application developers—that promises to break the Italian small-business market wide open. The shared revenue model is creating new channels and opportunities for application development targeted at small and medium-sized business customers.

Vodafone, Cisco, and Cisco’s Linksys joined forces to create a widely available, low-cost solution for providing mobile broadband connectivity to workgroups, households, and communities. It enables group access—instant, convenient, and secure—to remote corporate networks, e-mail, and the Internet. In doing so, the companies developed a new model for successful collaboration between a mobile operator and the IT industry.

BellSouth worked with Cisco IBSG to analyze business opportunities and identify the new capabilities, focusing on a transition to an intelligent service delivery model. With IBSG’s help, BellSouth was able to zero in on the most attractive business opportunities, prioritize investments in new capabilities, and develop a detailed roadmap for bringing new offerings to market.

Cox Business Services wanted to transform the company’s core business model from supplying traditional access services to becoming a full-service provider of converged IP voice and data solutions. Working with Cisco IBSG, Cox was able to develop a cohesive strategy to market, sell, deliver, and support the new portfolio, and reduce time to market of the new solutions.

Belgacom and Cisco created an outsourced service aimed at small and medium-sized companies that integrates managed IP telephony, data, and security services – using Cisco Unified CallManager.

BT and Cisco developed a strategic alliance to successfully bring to market a wide portfolio of IP-based solutions. The two companies combined resources to create joint sales and marketing strategies. Results so far include better-than-expected financial returns in Europe, delivering direct benefits to the BT and Cisco global platform. The next stage is to replicate this winning model across the rest of the world.

Bell Canada collaborates with Cisco Systems to deploy carrier grade IP services for Bell and its customers.

Bell Canada and Cisco formed a partnership in early 2004 to accelerate the creation, commercialization, and delivery of next-generation IP services, reduce costs by Cdn$1.5B within two years, and improve operational efficiency.

Unique triple-play offer proves instant success for Germany's leading cable operator KDG. The IBSG led engagement focused on service creation and helping the customer to effectively deploy broadband and IP telephony services.

Building on 50 years of experience, Equant is a recognized industry leader providing global IP and data services to more than 3700 multinational businesses in over 220 countries and territories. Facing a declining market and shrinking profit margins of their traditional services, Equant engaged Cisco to help increase the profitability of its core managed services, specifically IP VPN. Conducting a real-time industry benchmark in parallel with a deep-dive assessment of Equant’s IP VPN Sales-to-Cash process, Cisco identified areas of potential.

SBC decided it needed to get into the MPLS networking business because its customers were requesting more functionality and intelligence in the network. SBC turned to IBSG to help frame the competitive MPLS environment and differentiate its new NVPN-based services. Data provided by IBSG helped SBC educate its sales force on the cost benefits and ease of integration NVPN provided SBC customers.

AT&T's aim is to deliver the ultimate 'stealth' networkm completely undetectable from the outside. The demands of protecting enterprise networks continue to keep many CIO's awake at night and, as AT&T moves towards this vision, it wanted to develop and launch a managed intrusion detection service for business customers in EMEA.

For Belgacom, identifying new service opportunities is essential to future growth, and the company collaborates with Cisco to assess the market potential and financial viability of new services. The latest offering – based on Cisco CallManager Express – provides managed IP Telephony, Internet access and security. Flexible pricing options have made this ‘office in a box’ an attractive proposition for SMB companies.

Vodafone identified objectives to boost incremental revenue, improve speed to market, and facilitate cost avoidance. Two major initiatives were launched to meet these objectives: Littlebox and IP Factory. Not only will these solutions change the shape of the mobile phone industry, but they are set to generate US$870M of incremental revenue and cost avoidance for Vodafone.

China Unicom is the only truly integrated telecommunications service provider with a complete set of licenses to provide fixed voice, cellular, data, and paging services in China.

Under the framework of go-to-market alliance with Cisco, AT&T developed and successfully launched a managed intrusion detection service (MIDS)—enabling it to accelerate time to market, ensure a better service rollout, and establish a stronger value proposition. As a result, AT&T has secured competitive advantage in a crowded market and created valuable new revenue streams.

A unique partnership between Telecom Italia and Cisco Systems combines the resources of the foremost Italian service provider with the experience and technologies of the world leader in Internet-based communications. The result is a flexible and customised value proposition for the retail sector based on innovative and best-of-breed solutions from an ecosystem of partners – supported by a single IP network – forming the basis for similar offerings to other vertical industries in the future.

By working with Cisco as its partner, Orange has developed a forward-looking integrated voice and data service delivery platform for corporate customers that is attracting new business and helping to increase its UK market share. Now firmly established as a credible business market player, Orange is building on its success and aiming to broaden the solution’s appeal, once again in partnership with Cisco.

When COLT identified strong customer demand for a high-speed, any-to-any Ethernet service that would operate throughout Europe, a close collaboration with Cisco helped it not only to build this innovative service, but also to develop a business case that would give COLT a rapid return on investment and an 18-month market lead.

With the country’s largest market capitalisation, Portugal Telecom has successfully evolved through privatisation, market liberalisation and business diversification. Its journey of organisational transformation has led the company to focus on the efficiency gains provided by e-enablement.

Chunghwa Telecom, previously a state-owned enterprise now being privatized, has always been the biggest telecom service provider in Taiwan.

As part of a long-term relationship with Turkcell, Cisco's Internet Business Solutions Group has been using its web enablement best practice and benchmarking expertise to help the company transform its mission critical processes. Turkcell e-transformation initiatives such as e-HR and e-Learning sit alongside process automation software and corporate portal developments.

A unique partnership between Telecom Italia and Cisco Systems combines the resources of the foremost Italian service provider with the experience and technologies of the world leader in Internet-based communications. The result is a flexible and customised value proposition for the retail sector based on innovative and best-of-breed solutions from an ecosystem of partners – supported by a single IP network – forming the basis for similar offerings to other vertical industries in the future.

Originally developed around five years ago to boost major sales outcomes, BT’s Partnership Evaluation Model (PEM) has become an industry-leading methodology for improving a company’s key strategic partnerships. The highly effective strategic alliance between BT and Cisco is testimony to the world-class partnering skills of both companies.

The communications industry is undergoing massive change, and nowhere is this more evident than in the arena of consumer broadband. Virtually every service provider is attempting to capture this still-nascent but exploding market – from incumbents, alternative service providers, and cable and satellite operators to mobile and Internet portals. This selection of essays provides a look at the forces that are shaping the consumer broadband market, with the goal of helping service providers adapt to and profit from this opportunity. View more of the Connected Series.

To further its participation in Japan’s Future Store Project, Mitsukoshi placed Cisco IP phones in its Ginza Store’s jeans fitting rooms, allowing customers to check the availability of alternate sizes, styles, and colors of apparel without waiting for a sales person to make repeated trips to the stock room. The new Intelligent Fitting Room has increased top line sales revenue by 15.8 percent over prior year, improved sales staff productivity, and garnered high marks from customers and staff.

GS1 Hong Kong and EPCHong Kong partnered with Cisco and other technology leaders to develop a cost-effective, local solution for China’s Pearl River Delta. With Intel, Cisco developed an RFID hub based on Cisco AON technology to create a reference case and demonstrate the value proposition to PRD manufacturers. Although still is in its early stages, the RFID/EPC initiative will speed adoption, reduce costs, and allow the manufacturers to more easily comply with the global mandate.

Itochu realizes over US$100M in efficiencies gained by innovating a secure, convenient infrastructure. To create an organization completely focused on customer satisfaction, CTC developed a framework that would encourage and facilitate collaboration. The solution was a new concept called "eWork@CTC", which reduced the time necessary to resolve questions between sales and product personnel. Without a doubt, this is one of the leading examples of office productivity improvements in Japan.

Cisco IBSG helped Grainger integrate their various distribution and customer service channels for a unified customer experience and expansion to 24X7 operations. The multi-year effort included upgrades to Grainger’s intranet and network infrastructure, implementation of VoIP, and unification of all customer facing applications.

Sara Lee/DE is pursuing a comprehensive e-transformation plan that is impacting the way it works with employees, suppliers, retailers and consumers. Its success owes much to the board members that have actively sponsored the plan, and the surprisingly small e-business team that has put the plan into action. World-class Internet partners acted as advisors, and the strict implementation process demanded – and achieved – demonstrable results every quarter.

Cisco's Internet Business Solutions Group has contributed best practice benchmarking advice to Deutsche Post World Net’s market-leading PACKSTATION parcel deposit and retrieval service, enabling Deutsche Post World Net to differentiate itself from the competition and significantly improve its value and service to customers.

Faced with increasingly complex and costly business processes as it expanded deepter into Europe and Asia, the company invited the Cisco Internet Business Solutions Group (IBSG) to sit on its Global Leadership Council and help implement a cutting-edge retail business strategy that relies on advanced network technologies and radio-frequency identification (RFID) to increase cost-efficiency and customer satisfaction.

The U.S. Navy Space and Warfare Command (SPAWAR) Systems Center Charleston (SSC) is a fee-for-service organization doing its share to help ensure that U.S. warfighters are equipped with the latest technology. Recognizing the need to evolve their organizational effectiveness and efficiency, SPAWAR SSC worked with Cisco to analyze their organization, adopting a network virtual organization (NVO) which resulted in lower costs and increased speed of delivery of systems to fight the global war on terror. The U.S. Navy Space and Warfare Command (SPAWAR) Systems Center Charleston (SSC) is a fee-for-service organization doing its share to help ensure that U.S. warfighters are equipped with the latest technology. Recognizing the need to evolve their organizational effectiveness and efficiency, SPAWAR SSC worked with Cisco to analyze their organization, adopting a network virtual organization (NVO) which resulted in lower costs and increased speed of delivery of systens to fight the global war on terror.

Marshall Space Flight Center, one of five NASA Centers in the U.S., was recently confronted by a number of issues caused by growth—such as overlapping organizational layers and diverse core competencies—as well as a Congressional directive to become more market-driven and performance-based. Applying Cisco’s knowledge, benchmarking, and best practices, IBSG helped Marshall develop solutions, resulting in avoiding costs of US$1.05 million annually, reducing the processing time of Senior Executive Service vacancies by 60 percent, saving 31,600 productivity hours, and achieving US$1.7 million in cost avoidance.

Advanced technologies, such as wireless networking, have great potential for enabling cultural sites to communicate more directly and imaginatively with the visiting public. At the Palace of Versailles, one of Europe's most treasured locations, technology is heightening the visitor experience and bringing history to life, not to mention increasing foot traffic and creating new revenue streams.

Faced with an aging population and a corresponding increase in chronic disease and its associated costs, Chile has responded with a unique strategy to deliver Connected Healthcare to its citizens. The challenge of meeting guaranteed service levels has been the catalyst for creating a model centered on the healthcare consumer, using the Network as a Platform to better manage chronic conditions at lower costs .

Harnessing the power of technology to deliver business transformation, Saudi Post is putting in place a visionary e-commerce platform and service-centric model that connects the organization, its customers, and potential partners. Not only will this provide high-quality postal services at reduced costs, it will also promote collaboration and deliver many socio-economic benefits to the kindgom.

Wake Forest implements the Cisco Service-Oriented Network Architecture (SONA) framework, improving learning and enhancing reputation through their wireless network.

In Russia, many universities are working with Cisco to introduce technology as an enabler for new ways for funding, designing, and delivering their services.

The World Economic Forum set out to tackle the global digital divide through an innovative program known as Information Technology Access for Everyone. The Forum called on the private sector to help create a strategic plan for market-based services aimed at economic improvement and greater social inclusion. The result was a successful pilot in a poor part of Brazil, proving both the demand for services and a willingness to pay for them.

Faced with expanding workloads and shrinking budgets, the Center for Work and Income, in the Netherlands, took the bold step of enabling its customers to apply for unemployment benefits online using an innovative application, eIntake. Today, nearly half of all such applications are now processed over the Internet, reducing the agency's administrative burden and enabling staff to concentrate on helping their customers find suitable new employment.

England, Scotland, and N. Ireland are transforming education by developing a cohesive national vision and ICT strategy. While each is taking a different route, all are making progress towards improved academic excellence and increased efficiency. The common denominator is an enterprise best practice approach that builds education services, such as digital tools, personalized content, and shared resources, around learners and teachers, while establishing scaleable, sustainable ICT services.

Almere Social Services sought to better manage its unemployment benefits budget, its associated financial risk, and improve social services. Working with the Cisco Internet Business Solutions Group, Almere transformed the department’s processes, organization, and approach to technology. Overall department operational costs will be reduced 15 percent within three years, while the number of unemployed clients undertaking workforce integration activities will increase to 80 percent.

IBSG helped OneCommunity, formerly OneCleveland, create a digital community in northeastern Ohio. The goal of OneCommunity is to promote economic development, improve the lives of Ohio’s citizens, and bring greater prosperity to the region. The foundation of the digital community is OneCommunity's mesh wireless network which runs on a Cisco Service-Oriented Network Architecture framework.

The International Federation of Red Cross and Red Crescent Societies wanted to use information and communications technology (ICT) to improve its speed of response to disasters. Cisco’s IBSG helped to modify the existing structure. The resulting “NinaB”—network in a box— provides easier access to critical information and tools, improving the effectiveness of its operation and reducing costs.

The Province of Brescia, Italy working with Cisco developed a public/private partnership model to bridge the digital divide—connecting citizens and local businesses with the information, tools, and skills needed to succeed in today’s global economy.

Oxfam International wanted to improve speed and quality of response to humanitarian crises. Cisco helped Oxfam develop a model, putting a web-based, generic content and information management tool within the reach of the smallest Non Government Agency. Acting as a single repository for global information, including content for multilanguage Websites, it has improved communication and collaboration as well as supporting better, faster decision-making.

Con una popolazione di poco superiore al milione, la provincia di Brescia è la terza maggiore area industriale del paese, con una concentrazione nei settori meccanico e automobilistico.

Embarking on an ambitious project to transform service delivery, the government of Catalonia built a Shared Services Center (SSC) enabling citizens to access all services through a single portal. Citizen satisfaction regarding the speed of migrated services doubled in six months, with projected cost savings over three years of 15.5 million euros.

The government of British Columbia streamlined their procurement of IT services, cutting costs by over 15 percent. With Cisco’s help, they developed a defensible strategy for IT procurement and (where appropriate) strategic outsourcing. The government is using the savings to help bridge the “digital divide” in the province by investing in additional technology infrastructure in underserved rural communities.

Ethiopia is committing scarce economic resources and strong political will to a bold investment program that uses IP-based networking as a long-term solution to poverty. Cisco worked closely with the Ethiopian Government to design and build a modern, flexible infrastructure to fulfill that vision.

The Government of Brazil partnered with IBSG to integrate public service delivery channels across federal, state, and municipal levels of government, improving services and ensuring their access to citizens and businesses alike. The country’s Government Interaction Network (G-IN) led to cost efficiencies worth an estimated US$8 billion and an enhanced reputation as a citizen-centric government.

The New York City Housing Authority asked IBSG to develop new business goals and an IT plan to achieve them. IBSG shared best practices to redefine and align NYCHA’s business objectives and IT initiatives, developed a five-year strategic IT plan, and showed NYCHA IT how to save time and money by operating as a Networked Virtual Organization.

Building on 50 years of experience, Equant is a recognized industry leader providing global IP and data services to more than 3700 multinational businesses in over 220 countries and territories. Facing a declining market and shrinking profit margins of their traditional services, Equant engaged Cisco to help increase the profitability of its core managed services, specifically IP VPN. Conducting a real-time industry benchmark in parallel with a deep-dive assessment of Equant’s IP VPN Sales-to-Cash process, Cisco identified areas of potential.

IBSG has developed the concept of the 21st Century Networked Local Government as its vision for the future. This vision highlights the different areas where local governments can use technology to transform their operations and deliver greater value to citizens.

IBSG teamed with the Alberta provincial education ministry for a ground-breaking pilot project to explore the feasibility of using Internet technology to enable both remote development of assessment items and online student field testing. The project, which has attracted worldwide attention, also lays the foundation for broader application of this exciting technology in Alberta and beyond.

Julie Williams testified before Congress regarding the topics of teleworking and continuity of operations (COOP). IBSG's official testimony before the U.S. House of Representatives Committee on Government Reform supports the President's National Broadband policy and suggests Congress evaluate proven private-sector incentives to reduce transportation costs and promote Federal Telework adoption.

Wide-scale Interactive Development for Educators (WIDE World), an innovative professional development program run by the Harvard Graduate School of Education (HGSE), successfully pairs online coursework and face-to-face support for practicing teachers.

The DWP has introduced Oracle e-Business suite functionality, delivering early savings and laying the foundations for future culture change. The DWP continues to accelerate towards its vision for modernization. With over 130,000 employees due to benefit, the DWP has rolled out its staff information system in record time, releasing around 100 people from its service centers and delivering savings of £1.2 million per annum.

In August 2005, a group of eight volunteers, including Beth Land and Linda Hightower, spent a week in Ethiopia instructing students and teachers on the benefits of using computers and technology.

Bryant University has deployed an intelligent Cisco® network to support a rich variety of voice, video, and data applications that enrich learning and collaboration, improve student career opportunities, boost administrative productivity, and extend networking resources beyond the classroom.

After several years of working together on discrete projects, the north German federal states of Hamburg and Schleswig-Holstein have merged their Information and Communication Technology (ICT) departments. The new organisation – Dataport – h standardised on IP with Cisco technologies to bring different networks together to provide a seamle architecture for services such as security, mobility and quality of service.

Coping with budget cuts, outdated business processes, and a downgraded Presidential Management Agenda (PMA) IT security scorecard, the Small Business Administration needed to upgrade its infrastructure, reduce costs, and be more responsive to a growing number of small business owners reaching out for help. Teaming with Cisco IBSG, the SBA began to transform its business strategy and look for process innovation opportunities to achieve its goals.

The administration of President Vicente Fox has brought federal services closer to the Mexican people, electronically opening more than 1000 government services to public access and scrutiny, creating digital signatures to help streamline the processing of individual citizen requests, and fostering public trust through the implementation of a transparent, online government procurement and bidding process.

This book describes the next phase of e-government transformation, what Cisco calls the "Connected Republic." This vision puts people and communities at the center of new networks of knowledge, service, trust, and accountability. The approach helps define the role of government, explains how to modernize the public sector, and shows how to strengthen democracy.

Launched in 2004, i-Bulgaria is an ambitious plan by the Bulgarian Government to make the country more PC and Internet literate. A major part of the strategy involves i-Centres, based in hundreds of rural post offices across Bulgaria, enabling local people to affordably access the Internet. It is hoped this will not only drive wealth creation but will also close Bulgaria’s digital divide. Cisco is playing a key part in the rollout, providing expertise and hardware.

The City of Slupsk and Cisco have demonstrated the power of an information society to increase efficiencies, provide better access to services, and stimulate regional economies through a public/private partnership network services model. Importantly, the initiative shows how a modern IP network can be the catalyst for change to address wide-reaching social and economic problems.

For many police departments across the United States, homeland security is just a new name for an age-old mission—to protect and defend. In Everett, Washington, wireless network technology helps patrol officers fulfill that mission by providing realtime, on-the-scene information that keeps them connected to each other and dramatically increases their ability to respond quickly and effectively to crime and security threats.

What do you get when you put four nonprofit organizations, all competing for the same pool of funding and volunteers, together in one room? With the help of Cisco and Cisco® Internet Business Solutions Group (IBSG), all four nonprofits benefited from innovation, knowledge sharing, and a collaborative plan that will help each organization save millions of dollars per year in administrative expenses.

The Government of Ontario (www.gov.on.ca) is becoming a networked virtual organization—dissolving organizational walls, reducing the size of government, increasing productivity, and building a client-service sensibility that’s yielding high satisfaction ratings.

Broadband infrastructures leverage a multiplicity of technology solutions in terms both of transport and of access. Technology choices definitely influence the strategic direction of broadband government programs, but this book focuses on strategic and organizational issues and does not discuss technology solutions, architectures and trends.

This book, consisting of 14 essays from national governments, is about the concept of Connected Government and. examines the issues involved in developing and implementing compelling national e-government strategies. It explores the Connected Government strategy which is built on six pillars: citizen centricity, standardized common infrastructure, back-office reorganization, governance, new organizational model, and social inclusion. View more of the Connected Series.

We live in a Knowledge Society, where connectivity delivers information at unprecedented speeds, in multiple formats and creates opportunities for new partnerships. In this exciting age education is the prime driver for economic growth, peace and prosperity. Connected Schools demonstrates how governments across the world have realised the need to focus resources on the evolution of their educational systems, and have used new technology and the Internet to drive change. View more of the Connected Series.

The ideas explored in Connected Cities chart the emergence of a political and economic phenomenon-the city as the new connected republic of the 21st Century. Simon Willis, Global Head of eGovernment for the Internet Business Solutions Group at Cisco Systems, has collated essays that show how different cities, at the cutting edge of the process, are grappling with the various stages of connectivity. View more of the Connected Series.

Thought-provoking essays from manufacturing-industry leaders. Soon to be released. View more of the Connected Series.

Challenged with improving the customer service experience and equipment uptime, Philips Medical Systems developed a high-speed, secure, Internet-based network advancing its remote servicing capabilities. The solution, Philips CUSTOMerCARE Remote Services Network (RSN), links Philips Medical Systems' equipment globally to the service engineers via a single Philips data center.

IBSG helped Intel implement a Customer Interaction Network (CIN) to increase customer satisfaction and number of support issues resolved by customer self-help, double technical support productivity without doubling overhead, and improve communication between customers and Intel channel support.

Siemens Building Technologies needed to introduce more flexibility to its business in order to reduce costs and improve time to market. By out-tasking engineering to a number of different partners around the world, Siemens Building Technologies expects to reduce engineering costs and potentially, double its profit. Greater agility will also help it to respond more effectively to customers’ needs and bring solutions to market more quickly.

How does a company with public utility roots, which has grown at breakneck speed into a diversified international operator focused firmly on profits, stay abreast of its own hectic pace of change and increase the value gained from it? For Centrica, a good starting point was a companywide programme of web enablement, helping the business to communicate better with itself and its customers.

After several years of working together on discrete projects, the north German federal states of Hamburg and Schleswig-Holstein have merged their Information and Communication Technology (ICT) departments. The new organisation – Dataport – h standardised on IP with Cisco technologies to bring different networks together to provide a seamle architecture for services such as security, mobility and quality of service.

Boeing developed a mobile, global broadband communications network with an array of high-speed data communication services by combining satellite networks with a ground-based network. Calling the new effort ‘Connexion by Boeing,’ the company enables commercial airlines to provide passengers access to the Internet, send and receive e-mail, watch live, global television, and keep up with news and information. Boeing’s goal was to make highspeed communications in the sky similar to that currently experienced by most people in their homes or offices, thereby helping people to stay in touch even while moving 500 miles per hour at an altitude of 30,000 feet.

Known for its innovative use of technology to streamline business operations and increase productivity, CEMEX turned an IT eye to its workforce. With a strategy of growth by acquisition, the company needed to unify newly-acquired workers as well as employees across multiple countries. The solution: CEMEX Plaza, an employee portal that’s connecting people to information and improving customer service—and satisfaction.

IBM, the world's leading on-demand information technology business, partnered with Cisco to significantly improve productivity through the transformation of its global voice and data communications infrastructure.

Motorola brought together leaders from each of the company’s business units to share best practices, improve profitability, and achieve US$3 billion in cost reduction within three years through its Digital Six Sigma initiative. together leaders from each of the company’s business units to share best practices, improve profitability, and achieve US$3 billion in cost reduction within three years through its Digital Six Sigma initiative. together leaders from each of the company’s business units to share best practices, improve profitability, and achieve US$3 billion in cost reduction within three years through its Digital Six Sigma initiative.

Semiconductor manufacturer Infineon, the sixth largest in the world, weathered the global technology downturn in the early years of this decade through a resolute, centrally driven cost reduction programme. Now it is turning that experience to its advantage through a clear corporate strategy aimed at achieving operational excellence. Benchmarking against the world’s most successful companies – and adopting the ‘best of best practices’ – is at the centre of its drive for optimal effifi ciency and effectiveness.

At Kijabe Hospital in Kenya, IBSG consultants install a wireless network with an online medical reference tool called the Map of Medicine to provide medical professionals with relevant and up-to-date information needed to diagnose and treat patients.

Faced with an aging population and a corresponding increase in chronic disease and its associated costs, Chile has responded with a unique strategy to deliver Connected Healthcare to its citizens. The challenge of meeting guaranteed service levels has been the catalyst for creating a model centered on the healthcare consumer, using the Network as a Platform to better manage chronic conditions at lower costs.

SANA-Klinikum Remscheid GmbH has transformed the hospital environment by implementing a vision for connected healthcare that builds an intelligent IP network around the needs of patients and caregivers. Medical staff benefit from ubiquitous access to patient information, while greater process efficiency and better utilization of shared resources has delivered cost savings.

Up-to-date and relevant information is necessary to support Kijabe Hospital’s activities. To give staff access to the information they need at the point-of-care, Kijabe is working with Cisco to test the effectiveness of a wireless network and online reference tools such as the Map of Medicine. Preliminary evidence suggests that these tools and technologies can improve diagnosis and treatment, providing the basis for a connected health infrastructure in a low-resource environment.

With call centers, an Internet channel, a digital TV service and print media, NHS is developing an integrated multi-channel model linked to other NHS online resources. NHS Direct is now improving all its channels, playing to the strengths of each in terms of content and services, and at the same time forging a closer strategic integration between them. The results include better access to services, informed patient choice, and greater financial efficiency.

AstraZeneca transformed its corporate intranet from a costly, ineffective overhead into a valuable strategic asset. Cisco helped AstraZeneca create one single enterprise portal, based on a “build once, deploy many times” approach. The IS pilot is projected to achieve recurring annual saving of $200,000 for a one-off $120,000 investment, while the three-year project to rationalize their corporate intranet has potential to achieve cost avoidance of $4 million—an ROI of over 3,200 percent.

To improve patient care and maximize resources, University Children’s Hospital, Belgrade worked with Cisco IBSG to automate its out-patient appointment scheduling system. Reduced waiting times, improved staff productivity, and rising standards of care are some of the results achieved so far, allowing the hospital to further realize its vision of a Connected Health community.

Arras has transformed itself from a general hospital unpopular with patients and facing financial difficulties into a model for Connected Health in Europe. With help from Cisco IBSG, Arras achieved major efficiencies, shorter admissions and improvements in quality of care by introducing patient-centered practices based on collaborative working tools.

Stanford Hospital and Clinics in Palo Alto, California, (SHC) delivers patient care in more than 100 specialty and subspecialty areas, and is one of the top five academic medical centers in the country.

Health is a topic that is consistently debated and the highest priority on the agenda of citizens, public servants, and nations. The advent of the internet and communication technologies is changing the way we provide care. This intellectually stretching collection of essays highlights the drivers for changing the way information is used to deliver better, faster, lower cost healthcare-and describes real-world experience. View more of the Connected Series.

The London Stock Exchange has developed a strategic framework that will enable it to further advance its leadership position - optimizing alignment between its technology investment and business model to the ultimate benefit of the members and customers that it serves.

Cisco IBSG worked closely with BNP Paribas to help the bank develop its innovative retail strategy and extend its customer-centered focus into other lines of business, such as corporate and investment banking or the bank’s point-of-sale credit business, Cetelem.

State Bank of India brings world-class online banking to the nation with Cisco solutions. The upgraded online banking portal allows more people to do self-banking, deliver further channels of service, and increase customer satisfaction. Customer acquisition and retention will benefit and bring SBI's brand into the global market.

La Caixa is renowned worldwide as an innovator in the financial services sector. Along with key collaborators such as Spain’s Telefónica and SCB, Cisco played a vital role in helping to keep La Caixa at the cutting edge, working with the bank as a trusted adviser on many issues, ranging from IP telephony to mobility and a complete converged business solutions strategy.

A key part of Credit Suisse’s response to the continuing uncertainty of world markets has been the creation of a Business School. In developing its plans the school worked with Cisco to understand that its strategic objective – of supporting commercial success through people being better equipped to deliver first-class service and advice – can only be achieved through the use of technology in a ‘blended learning’ environment.

How can a financial services organization operating in more than 100 countries find new ways to differentiate itself from the competition? Working with Citigroup’s Global Corporate Investment Bank and its technology infrastructure operation, Cisco Systems® helped the international company integrate business communication goals with technology and publishing systems to grow a powerful video-streaming service that encourages employee communications and offers customers actionable business intelligence.

With market share eroding and customer satisfaction on the decline, Reuters turns to Cisco Systems® for a dose of best practice sharing and adopts a feedback scorecard that creates accountability and a dramatic turnaround in customer satisfaction.

IBSG produces a series of thought leadership books covering top of mind issues for a range of industry sectors. View more of the Connected Series.

Exec Net video features Cisco senior executives discussing how Internet technologies and solutions impact all aspects of business. In this edition, Gary Bridge discusses ways to create new value for your customers.

Government Computer News
"This is one of many mandates," said Gerald Charles, public-sector executive adviser for Cisco Systems Inc. "There are lots of things they have to do. Which ones are they really going to do?"

Washington Technology
According to Gerald Charles, executive director of Cisco's Internet Business Solutions Group: "The business case for early and rapid implementation has yet to be successfully made."

Federal Computer Week
Funding still lies at the core of much of the IPv6 challenge. About 65 percent of participants in the Cisco/Market Connections survey said that funding and budgets were their top challenges. "The strong business case of early and rapid implementation has yet to be successfully made," said Gerald Charles, executive adviser at Cisco Internet Business Solutions Group. "The market focus needs to move from cost and technology issues to business benefits and applications."

Mobility has been critical to man's survival since the beginning of history. The collection of essays in this book brings together the views of senior business leaders and renowned market innovators on how mobility is changing their business practices and shaping our future. View more of the Connected Series.