the uprooted enterprise. ict for the any3-economy

The uprooted enterprise.Making the most of the any³-economy.

Belgacom Enterprise Business Unit | Large enterprises

2 | Belgacom Enterprise Business Unit | ICT for the any3-economy

A tree can´t free itself from its roots. Your company can. Thanks to ICT.

Let’s compare a hundred-year-old tree with a centenarian company. The tree will still have the same roots, branches and fruits after a century.

But a successful business will have undergone some major changes during that same period. In those hundred years it will have adapted its old habits, systems and locations more than once.

3

A tree can´t free itself from its roots. Your company can. Thanks to ICT.

That’s why we call it the ‘uprooted enterprise’: a business which detaches from its traditional roots and follows new paths.

A tree doesn’t have that kind of flexibility, but a business does. It is eager to make use of the opportunities offered by the market. It sees challenges and accepts them.

An uprooted enterprise is a company which has made a clean break with its historical background. It evolves at the pace of the changing economical context.

An uprooted enterprise uses ICT as an enabler and driver for sustainable growth and profit.


Your familiar business environment is changing.You opt for flexibility and mobility.

We are living in the any3-economy: we work and communicate anywhere, anytime and anyhow. People and companies are working together closely, regardless of physical location, time or devices.

5

This evolution is having a substantial impact on all businesses. It affects every process and every relationship between staff, customers, suppliers and partners.

And, on top of this, the center of gravity of the world economy is shifting to the East: China and India are becoming increasingly major players. The economies of countries such as Brazil, Russia

and the Gulf States are also rapidly expanding. We are also moving from a product to a service economy.

Familiar conventions are coming under pressure. We are doing business across all national borders on the internet, at any time of day. In this respect ICT is an enabler and driver for new business models.

“Eleven channels are available for customers to get in touch with the

bank. Regardless of where they are or which device is available to them: their

banking activities never stop.”

Benoit Görtz, Head of IT Strategy & Development Architecture at Dexia


Change brings new responsibilities.Environment and security as a choice.

7

An uprooted enterprise goes for green ICT. It guarantees products and services at the lowest ecological cost. It works with green components in order to deliver green products and services.

At the same time, an uprooted enterprise makes sure that its employees travel only when absolutely necessary, thus reducing its ecological footprint.

It also attaches great importance to security, because new technology also entails new risks.

That is why securing the ICT environment to the maximum extent is considered a top priority.

“Green ICT is important to us. We use green energy and work with

low-energy LCD monitors. Lights are automatically switched on

and off. Green technology is part of our corporate culture.”

Kalman Tiboldi, CIO bij TVH


ICT: the basis of a new business model

9

Mobility at the speed of light An uprooted enterprise thrives on mobility. Everyone in it is mobile: staff, suppliers, customers and partners. An uprooted enterprise also mobilizes its processes, to make sure that they are available worldwide. The whole world is its field of action.

Traditional businesses – where all departments are housed in the same building – are definitely outdated. R&D, production, back office, service centers, sales, marketing: un uprooted company selects the ideal location, wherever that may be, for each individual task.

Today, mobility is the essence of everything that goes on in an enterprise. Everything that exists in digital format is available at the speed of light: orders, invoices, stock data, text, multimedia …

Flexibility through technologyThanks to the latest technology, an uprooted enterprise can adopt a flexible attitude in the new market environment. It allows its activities to evolve smoothly at the pace of the market changes.

Customers want to be able to count on its services immediately: ad hoc, user-friendly and at a fair price. They also want it at any location and with every possible device.

An uprooted enterprise provides its services when customers ask for them. In so doing, they also take the personal profile of these customers into account.

ICT strengthens customer relationsICT will help you improve the contact with your customers, for instance by relying more on automation.

A customer orders a book? This order will automatically trigger a process which controls the supply chain of all partners involved.

Technology brightens up staffThe staff of an uprooted enterprise is also required to digest many changes. They are expected to be able to work always and everywhere with access to company applications and business data and by means of any available device. A workplace is no longer a fixed physical location.

Employees do their work at the office, but also at home, at customer sites, on the train, in the airport or a parking area along the freeway. They have access to company applications wherever they go.

Moreover, these applications have to be simple, transparent and consistent. There should be no difference in using them at the office or “on the road”.

Teamwork contributes to successICT is indispensable for allowing staff to work anywhere. At the same time, it is a real challenge to keep field staff involved in your enterprise.

Another issue which can be supported by ICT: by making the same functionalities available to those mobile employees as to the office staff.

Internet companies are booming everywhere. They are using the latest technological developments and wrapping them up in an entirely new business model. Service companies are turning to internet technology en masse. Based on the technology, they succeed in developing profitable concepts.

“Staff have to be able to access applications always, everywhere

and by means of any device. The new generation of employees thinks

that goes without saying.”

Luc Chauvin, ICT Manager in the Flemish government


The uprooted enterprise connects business and ICT

Business and ICT are inseparable for an uprooted enterprise. That’s why it is important to be able to count on a reliable ICT partner. A partner who is able to mobilize your people, processes and data. To implement the convergence between landline and mobile networks. To manage your networks, infrastructure, applications and security alike. And finally, to give advice about cost control and shifting to innovative and green ICT.Belgacom is, together with Proximus and Telindus, your ideal ICT partner.

Belgacom Group Facts & figures

• Belgian operator• Autonomous company

public enterprise• Convergent offer• International range of action• Listed on Euronext• The Belgian state

owns 50% + 1 share• 17.500 employees• EUR 6 billion turnover • Net income EUR 800 million

Social responsibility

• Every employee attends an average of 34 hours of training a year

• 89% of employees attend at least one training a year

• 25% renewable energy • Special program for

waste reduction• Special program for reduced

power consumption• 84% of all purchase orders

are sent electronically

11

Belgacom, together with Telindus, has invested heavily in developing expertise in terms of ICT and connectivity. Belgacom is the leading ICT integrator in Belgium, France and the Netherlands – also for cross-border ICT projects.

Belgacom GroupBelgacom is the leading operator in Belgium and has a broad experience with different customer groups: private individuals, professionals, companies and institutions. Belgacom’s continuous innovation has resulted in a comprehensive range of products and solutions for landline and mobile networks.

Belgacom Group offers complete quadruple-play solutions integrating landline and mobile telephony, internet and television. The group is committed to fulfilling the expectations of its professional and residential customers.

Belgacom innovates in order to anticipate future needs of customers by means of the latest technology. Belgacom also

wants to close the digital gap between the promotion of electronic services and a wide range of innovative applications.

Enterprise Business UnitThe operational structure of Belgacom is based on four pillars:

• PrivateclientsareservedintheConsumer Business Unit.

• TheEnterpriseBusinessUnitofBelgacom Group fulfills the ICT needs of professional clients.

• ThenetworksandtheITservicesare housed in a central unit: Service Delivery Engine.

• Staff&Supportgroupstogetherallofthetransversal functions which support the Group´s activities.

Strategy and mission Belgacom wants to be a preferred partner, providing intuitive end-to-end solutions which combine mobile telephony with IT and media. By means of these solutions you can better organize and even enrich the combination of your professional tasks and your private life. Belgacom also commits to simplifying your ICT environment by offering managed solutions, with a quality guarantee. Finally, Belgacom wants to be the leading network-centric ICT service provider in Belgium – and a reference for Europe.

In combination with the high-quality Belgacom International Carrier Services network and the Belgacom Explore platform, Belgacom Group offers cross-border managed services involving connectivity.


Anywhere, anyhow, anytime. Thanks to ICT.

13

Uprooted enterprises have a way of increasing customer satisfaction. The involvement and satisfaction of their staff increase and their operational activities improve. Is that what you would like too? If so, just like other uprooted enterprises, you will have to be flexible about locations and communicate smoothly with staff, customers, suppliers and partners. You will also have to provide flexible processes with mobile employees and devices. Belgacom’s customized services and solutions are here to help you:

ICT PropositionsBelgacom offers you end-to-end ICT solutions. Belgacom builds solutions on six pillars:

• Enterprise Network The network which carries all the

electronic traffic.

• Enterprise Datacenters The location where applications run and

where data are stored.

• Enterprise Security The solution for conducting your

operations securely.

• Enterprise Collaboration The way to let staff, customers, suppliers

and partners work together efficiently and productively.

• Enterprise Applications The business processes are contained

in applications.

• Enterprise Mobility Everything is mobile in the any³-economy:

people, machines and processes.

ICT ServicesICT is extremely important for an uprooted enterprise. However, ICT does not necessarily belong to your company’s core activities.

If not, Belgacom has several formulas which allow you to leave the actual ICT support to us

• Consult Belgacom has a sound plan for the

organization of your ICT environment. You can call on us for strategic and technical consultancy.

• Integrate Belgacom sets up the ICT environment you

need. We integrate all aspects of the ICT side of your enterprise: implementation, validation, service provision at the time of installation, program and project management, etc.

• Manage Belgacom is in charge of the operational

support of your ICT environment. We assure continuous improvement of your ICT tools and manage everything, including monitoring and maintenance.

• Outsource Leave your ICT entirely to Belgacom.

We take charge of the complete management of the outsourcing agreement. We balance flexibility and expenses by means of innovation, in a continual improvement process.


ICT Propositions

Enterprise Network

In the any³-economy your applications have to be accessible – everywhere. Therefore the network is essential for your business operations.

You want to provide your company with an intelligent, flexible, easily-expandable network infrastructure, ranging from a PC in your smallest branch to a server farm in your datacenter or headquarters. With the Belgacom Explore service platform you have a comprehensive portfolio of LAN, WAN, ICT services and network management solutions. Network services can be added to it, hosted in Belgacom Explore or onsite at the customer location. The entire solution is managed end-to-end and proactively from within the Belgacom Network Operation Center. We offer you a network set-up which allows you to function optimally in the any³-economy, with state-of-the-art security, maximum availability and guaranteed network infrastructure performance.

• BelgacomExplore Managed Connectivity, Managed Services, International Solutions, Convergence, Application Performance

• DedicatedNetworks Managed LAN, Datacenter Networking, Managed Wireless LAN, Managed Network Security, WAN Optimisation, Monitoring & Management

• NetworkServices Strategic Consultancy, Technical Consultancy, Integration, Management

Enterprise Datacenters

The datacenter is the driving force behind all your business processes.

In the any³-economy, more and more applications will be accommodated on your network. You have ICT needs in the area of housing, hosting and workplace – either onsite under your own management or in a central datacenter. Because data volume are continuing to grow, there’s a need for a datacenter with sufficient – preferably green – capacity, guaranteed availability and the possibility to cover peak moments. We offer you a range of flexible solutions: all types of housing and hosting, dynamic resource allocation, virtualization, consolidation and managed services.

• DatacenterFacilities Housing, Onsite Facilities

• OnsiteSystems Servers, Storage & Software Solutions, Onsite Services

• HostedSystems Dedicated Hosted Systems, Virtual Hosted Systems, Storage Hosting

• ManagedHostedSystems Managed Dedicated Hosting, Managed Virtual Hosting, Shared Hosting, Business Backup, Archiving, Domain Names

• WorkplaceManagement Desktop Lifecycle Management, Application Delivery, Desktop as a Service, IP Telephony, Mobile Connectivity, Unified Communication

• DatacenterSecurity Onsite datacenter security, Secure Housing, Secure Hosting, Secure Workplace Management

Enterprise Security

Everything is handled electronically: communication with customers, stock management follow-up, orders, payments …

You have a large amount of confidential information which is stored electronically. It concerns information about the strategy of your enterprise and its financial situation, personal information about your staff and customers, information about intellectual property … That is why adequate security is a must. Trust is more important than ever in the any³-economy. A customer or supplier who wants to do business with you via the internet must be able to trust the correctness and security of the information and services provided through that channel. Therefore, security is essential.

• ManagedNetworkSecurity

• InternetAccessStreet

• SecurityInside

• DatacenterSecurity

• SecureConnectivity&Mobility

• ApplicationSecurity 360° Application Security Protection Pack, XML Integration & Security gateways, Database Security, Identity & Access Management

• SecurityManagement

• PhysicalSecurity Networked Video Surveillance, Access Control, Incident & Alarm Management, Licence Plate Recognition

• SecurityServices Strategic Security Consultancy, Technical Security Consultancy, Managed Security Services

An uprooted enterprise works almost fully electronically. All business processes are contained in applications. Staff, customers, suppliers and partners count on the availability of those applications. You have to be able to rely on a network and a datacenter which guarantees performance, mobility and security.

15

Enterprise Collaboration

Collaboration plays a crucial role in the any³-economy. You work at any location with any device. And you work together: with colleagues, customers, suppliers and partners.

Belgacom offers several solutions to make this collaboration happen electronically. These solutions make sure that your staff can be reached at the office, but also at home, on the road or at a customer location. They have remote access to applications and data, and therefore their physical location will no longer affect their cooperation with colleagues, customers, suppliers and partners. In addition, we offer solutions which are concretely aimed at your relationship with customers and suppliers and which allow you to meet their needs extremely quickly and efficiently. The collaboration solutions ensure time savings, greater efficiency and productivity. And, at the same time, they help you to reduce your ecological footprint.

• Telephony Traditional Telephony, Hybrid & IP Telephony, Wireless Office, Voice Services

• Contact Centers Call Centers, Multimedia Contact Centers, Interactive Voice Response

• UnifiedCommunication E-mail, Instant Messaging & Identity Presence, Mobile E-mail, Videoconference, Web & Call Conference

• InformationManagement Web Portals, Document Management, E-learning

Enterprise Applications

Your company doesn´t stop functioning at the company gates: after all, in the any³-economy, close cooperation with partner companies is constantly increasing.

Both your internal business processes and the interaction with customers and suppliers have to become ever more flexible. Your applications must be able to deal with complex data models and multimedia while at the same time being able to provide this flexibility. Belgacom has the expertise to efficiently integrate your applications with one another. We ensure a more effective production planning or reduced administration by linking your key processes with those of your partners. We guarantee that your mobile employees can obtain the right information everywhere and at all times. Of course, this multiplicity of links with the outside world also means that particular attention must be devoted to protecting your data and access to the applications.

• SectorBased&EnterpriseApplications Customer Relationship Management (CRM), Supply Chain Management

• Digitalmedia Video Streaming, WebTV, Digital Signage

• ApplicationPlatformServices Software as a Service, Platform as a Service & Application Hosting Application Platform Infrastructure, Application Integration, Application Security

Enterprise Mobility

Staff and machines work – and communicate – anywhere, any time of day, with any device.

The greater availability of your staff ensures higher productivity and better cost control. After all, efficient mobility is the result of a tariff plan and a device which exactly correspond to your staff’s job description. However, mobility is no longer restricted to working on the road or at home. Mobility also contributes to the general operational quality of your business by means of mobile communication between machines. A vending machine reports a malfunction by mobile communication, or reports the sales level. This too can increase productivity. Services are becoming increasingly mobile. We are taking the lead in this process with solutions for mobile payment transfer. Thus, mobility and innovation go hand in hand.

• BelgacomInternetforEmployees

• Mobile Voice Proximus Wireless Office, Proximus Volume Based Pricing, Unified Communications

• Mobile Data Proximus Mobile Mail Enterprise, Proximus Mobile Internet, Proximus Mobile Intranet, Belgacom Explore Mobile

• Mobile Applications Mobile CRM, SMS Customer Interaction, Machine to Machine Communication, Mobile Payments, Location Based Services & Geo Applications

• MobilityManagement Proximus Fleet Management, Proximus E-Bill, Vodafone International Management, Company Devices Management, Company SIM Cards Management, Proximus Budget Manager, Mobile Preparation & Implementation Services

“We work really quickly via the new media, so the very role and meaning of

the physical newspaper has evolved. It’s changed our whole business.”

Jean-Philippe Bovsovers, ICT Manager at Corelio


Consult

We offer a sound plan for the organization of your ICT environment. You can call on us for strategic and technical consultancy.

Market conditions are constantly changing in the any³-economy, and that is why your ICT environment has to perfectly match your current needs. At the same time, it needs to be flexible enough to anticipate new conditions well in advance. Belgacom offers the necessary consultancy on both the strategic and technical levels. We analyze your needs, discuss your objectives and define the most suitable solution for your business based on the analysis: the ICT strategy, the underlying ICT processes and the applications and infrastructure you require.

• StrategicConcultancy

• TechnicalConcultancy

Integrate

Belgacom sets up the ICT environment you need. We integrate all aspects of the ICT side of your enterprise: implementation, validation, service provision at the time of installation, program and project management …

Belgacom handles the practical development of the ICT plan for the strategic and technical consultants. As an integrator we combine the required infrastructure and applications. We assume responsibility for the implementation of hardware and software. We supervise every aspect of the process and coordinate all of the parties involved. A single point of contact will be designated for you to turn to throughout the process.

• Implementation&Validation

• InstallationServices

• Program&ProjectManagement

Manage

You are putting the operational support of your ICT environment into Belgacom’s hands. Belgacom constantly improves that environment and manages the entire system, including monitoring and maintenance.

Belgacom adapts your ICT infrastructure and ICT processes to changes in your business needs. We measure the operational performance and improve it. We provide for an organized management of your ICT environment, aimed at continuity and sustainability. We monitor all ICT processes. This allows us to provide proactive support if required. We are in charge of the maintenance of your ICT environment. You will be fully informed through flexible SLA programs and detailed reports.

• Improve

• Manage

• Monitor

• Maintain

ICT Services

If ICT support is not one of your enterprise’s core activities, you might do well to leave it to an expert. Belgacom offers solutions based on four pillars:

17

Outsource

IT outsourcing can help you increase the efficiency, productivity and competitive advantage of your business activities.

You work in a constantly changing economic environment which requires you to adapt your business model time and again. You constantly have to decide which activities belong to your core activities and which do not. IT outsourcing could be an important strategic move, because Belgacom will guarantee the network and infrastructure aspects. We take charge of the complete management of the outsourcing agreement. We balance flexibility and expenses by means of innovation, in a continual improvement process.

““Thanks to mobile communication, we can cut the time interval between

diagnosis and treatment of a heart attack to a minimum.”

Steven Creve, IT Director at the Onze-Lieve-Vrouw Hospital in Aalst


ICT tailored to specific needs

Every industry has its own features and specific customs. What are the needs of uprooted enterprises in six major industries? Belgacom has translated them into vertical solutions, each focused on the processes and corresponding ICT needs of a specific industry.

Finance

Regaining the trust of customers is the biggest challenge of an uprooted bank.

As an uprooted bank, you are trying to increase your sales by means of up-selling and cross-selling. At the same time, you are aiming for a cost reduction of at least ten percent, without compromising in terms of performance, governance and compliance. As a bank you have to offer more and better services, with new sales figures and additional profits. Belgacom provides solutions on the basis of the network and convergent technology, often in cooperation with international partners. It will allow you as a bank to implement new business models, improve and transform processes. This will lead to better and faster services to customers, through more channels. And, internally, as a bank, you ensure maximum risk control at minimum cost and greater mobility and collaboration between staff.

Government

An uprooted government service ensures permanently available and accessible public services.

This allows you, as a government service, to increase the efficiency, the productivity and the satisfaction of citizens, companies and internal staff. As an uprooted public service, you are paying attention to the integration of devices, machines, people and processes. You also find green IT important. In the first place you want to simplify the contact with citizens, businesses and staff, as well as the underlying processes. Belgacom makes both people and processes mobile, with a wide range of solutions for access to mobile data and applications, reports and services.

Healthcare

Uprooted healthcare provides better services to patients.

An optimal cooperation between all healthcare parties – hospitals, national health services, national social security institutions, etc. – increases the quality of care to patients. These services largely depend on the mobility of healthcare staff, but also on the way they cooperate and exchange data remotely and have access to patient data at any location, etc. In certain healthcare areas specific profiles are scarce. Remote diagnosing and telemonitoring of patients – when the treating physician is not physically in the same room as the patient – are concrete necessities. Applications concerning mobility, security and cooperation ensure a better accessibility of staff, efficient management of medical equipment, a better follow-up and treatment of patients, cost control, coordination, supervision of data confidentiality ...

19

Media

Uprooted media companies generate new turnover via innovative and interactive solutions.

The role of the media is changing. Ever more people are mobile and online. The exchange of information is progressively marginalizing the conventional one-to-many media model. As a media company you develop business models from which you derive fresh turnover, for example via new channels along which advertisers reach your media users. Driven by the changes in media use and the evolution in the technology, you are looking for new ways to interact with your public. It is important that you stay close to the media user with an interactive and mobile offer. The consumer needs media content at all times of the day, from any location and via whatever device. Obviously you have to adapt your existing working methods to this new reality. With solutions like Explore for Media, Unified Communications, videoconferencing, streaming services and mobile interactivity, we make sure that you can concentrate on your core activities.

Retail & Manufacturing

Uprooted enterprises in manufacturing & retail are characterized by quick and efficient communication with customers.

Globalization has had a major impact on production and logistics. Companies nowadays work with a world-wide supply chain: manufacturing and distribution take place in locations which are very far apart. Each of these locations is the most appropriate solution for a partial aspect of the supply chain. Staff, customers and suppliers work with mobile applications and mobile data. At the same time, globalization is also a reality on the customer side. Customers order online, at all times of day, from any location whatsoever. Fast and efficient communication with the customer – through different channels – is crucial in all this. Being a retailer, Belgacom has its own experience and built on it to create a portfolio of solutions for uprooted enterprises in retail and production. In so doing, Belgacom built on the familiar pillars: network, datacenters, security, cooperation and mobility.

Services & Utilities

Uprooted service providers focus on excellent services and support of field staff.

The services and utilities market is under heavy pressure. As an uprooted service provider, you can compensate this by focusing on customer service. A secure and stable network connection between branches and offices is a first requirement. Your field staff will in many cases assure the direct contact with your customers. It is important for them to have the required customer information available immediately, through high-performance mobile applications which can access the data in the datacenter. Specific applications – such as smart metering for public utilities – may also be required. As a service provider, Belgacom went through the liberalization of the telecom market and has its own extensive field crew. We embedded these experiences in our solutions for service providers and public utilities.

“Our EcoCoach solution is based on the possibilities of mobile communication. Thanks to that communication, we can encourage the drivers of our lease cars

to drive more safely and economically.”

Alain Vercammen, Business Development director

at Athlon Car Lease

Moreinformation?Contact your account manager, call toll free 0800 55 200 or visit www.belgacom.be/ict

© Belgacom SA under public law, Bd. du Roi Albert II 27, B-1030 Brussels, VAT BE 0202.239.951, Brussels Register of Legal Entities, Giro 000-1710031-18

BelgiumHeadquartersBelgacomnv under public law Bd. du Roi Albert II 27 B-1030 Brusselst +32 2 202 41 11f +32 16 40 01 02www.belgacom.com

BelgacomMobile nvBd. du Roi Albert II 27 B-1030 Brusselst +32 2 205 40 00f +32 2 205 40 40 www.proximus.be

Telindusnv Geldenaaksebaan 335B-3001 Heverleet +32 16 38 20 11f +32 16 40 01 02www.telindus.com

TelindusSourcingnv Avenue Thomas Edison 1B-7000 MonsT +32 16 38 32 59F +32 65 34 80 24www.telindus.com

France(13 offices)TelindusArchesa 10, rue de NorvègeZ.A. Courtaboeuf BP 742F- 91962 LES ULIS Cedext +33 (0)1 69 18 32 32f +33 (0)1 69 59 28 50www.telindus.fr

Luxembourg(3 offices)Telindussa Route d’Arlon 81-83L-8009 Strassent +352 450 915 1f +352 450 911www.telindus.lu

TheNetherlands(2 offices)Telindusbv Savannahweg 19NL-3542 AW Utrechtt +31 30 247 77 11f +31 30 247 77 37www.telindus.nl

Spain (3 offices)Telindussau Pza. Ciudad de Viena 6 2a PlantaE-28040 Madridt +34 91 456 00 08f +34 91 536 10 74www.telindus.es

UnitedKingdom(10 offices)TelindusUnitedKingdomltdHatchwood PlaceFarnham Road OdihamUK-Hampshire RG29 1ABt +44 1256 709 200f +44 1256 709 210www.telindus.co.uk