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How Taiwan’s Largest Telco Supported the Country’s Rapid Pandemic Response

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Small Town. Smart City Dreams.

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Citizens increasingly demand a higher quality of life at a more sustainable cost. For governments, that means building the smart city and smart nation of the future.

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The pandemic led to an inevitable surge in the use of digital technologies. People and organizations all over the world have had to adjust to new ways of work and life. Lockdowns across countries accelerated the rise in the use of information systems and networks with massive changes in usage patterns and behavior.

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These changes effected most organizations—business, societies and government. Now, more than ever, citizens expect easy access to government information and services digitally. The urgent questions are: How do governments modernize IT in a secure, scalable and functional way, while improving quality of life? How do they become smarter?

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According to a recent <a href="https://granicus.com/resource/the-state-of-digital-in-government/" target="_blank" rel="noreferrer noopener">Granicus survey</a> of 115 government leaders, 61% believe their organization is not keeping pace with the private sector in its adoption and implementation of modern technologies. Additionally, 36% believe that government will never catch up with private sector in terms of technology.

Bureaucracy and budget are leading factors of why. But many governments are navigating these complicated environments by focusing on key areas, including:

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In an ideal world, digital transformation in government would be as simple as aligning technological solutions to demand. However, the modernization of government bears significant change and requires close evaluation of:

After a decade of trial and error, municipal leaders are realizing that smart-city strategies start with people, not technology. “Smartness” is not just about installing digital interfaces in traditional infrastructure or streamlining city operations. It’s also about using technology and data purposefully to make better decisions and deliver a better quality of life.

Connected cities or “smart cities” mix technology and human capital to solve problems resulting from the growth of the urban population. 

Three layers work together to make a smart city:

This includes a critical mass of smartphones and sensors connected by high-speed communication networks.

This includes a critical mass of smartphones and sensors connected by high-speed communication networks.

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Translating raw data into alerts, insight and action requires the right tools. And this is where technology providers and app developers come in.

Translating raw data into alerts, insight and action requires the right tools. And this is where technology providers and app developers come in.

3. Usage by Cities, Companies & the Public

<h4>3. Usage by Cities, Companies & the Public</h4>

Many applications succeed only if widely adopted and ultimately change behavior. For example, government-deployed apps can encourage people to use transit during off-peak hours, use less energy and perform preventative self-care.

Many applications succeed only if widely adopted and ultimately change behavior. For example, government-deployed apps can encourage people to use transit during off-peak hours, use less energy and perform preventative self-care.

Today, cities are moving beyond the smart city pilot stage, using data and digital technologies to deliver results that are more relevant and meaningful to residents.

Case Study: Small Town. Smart City Dreams.

IoT has the potential to transform public sector operations at municipal, regional and national levels. These public entities can leverage the power of connected things to meet the needs of a population that is increasingly reliant on digital services and interactivity.

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Today, cloud technologies are considered as secure as than traditional software—if not more secure. Now, leaders are dedicating time to upscale IT talent and delving deeper into what security measures are pre-built into cloud technology. To get there, government leaders should be reframing the question of cloud security from “Is the cloud secure?” to “Am I using the cloud securely?”

The City of Venice, Fla., for example, has roughly 350 employees and a 6-person IT team that serves many departments in the city, including public safety. Previously, IT was haphazard. Different departments purchased tools and software, creating little to no cohesion. IT director Christophe St. Luce and team faced the challenge of consolidating all the needs of the departments and finding an endpoint security solution that would satisfy the needs of multiple stakeholders.

Case Study: City of Venice, Fla., to Secure its Digital Environment

The City of Venice IT department’s goal is to empower a transparent and agile digital government. Florida was a prominent target of ransomware attacks during the 2020 pandemic. And the city’s IT department has continued to strengthen their security stack to stay on top of events in their digital environment.

Fortunately for a small IT team with multiple duties and responsibilities, VMware Carbon Black Cloud helps them customize the platform to their specific workflows, giving the team peace of mind.

<a href="https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/customers/vmw-city-of-venice-florida-success-story.pdf" target="_blank" rel="noreferrer noopener">Dive deeper into the City of Venice's story.</a>

Data impacts everything from housing and transportation to the citizen experience. The data provides context and feedback in real time. This, in turn, helps government become more efficient and more responsive to citizens’ wants and needs. At the same time, government leaders acknowledge that clear rules are required for gathering, handling, and using the growing amount of data available.

But the final goal is simple: Improve the quality of life for everyone in the city.

Case Study: PCMC’s Smart City Transformation Journey

Pimpri Chinchwad has come a long way from its roots as a small village cluster. Today, it’s becoming a model smart city and leading business hub in the Pune region of India. A significant part of the city’s growth can be attributed to PCMC, in making sure that Pimpri Chinchwad progresses to be a vibrant, attractive, and livable destination.

With the responsibility to transform India’s Pimpri Chinchwad into a smart city, there was a critical need for Pimpri Chinchwad Municipal Corporation, also known as PCMC, to first modernize and update its own data center. The IT team had to ensure the tech stack was adaptable, agile, scalable, and resilient enough to support a large-scale transformation project.

PCMC had to resolve its IT constraints on data center management, micro-segmentation, and zero-trust environment to ensure seamless business continuity.

Through the evaluation process, VMware emerged as a trusted tech partner for PCMC in partnership with Tech Mahindra. VMware implemented an SDDC architecture that encompassed best-in-class virtualized compute, storage, and networking with comprehensive cloud management. This approach helped PCMC use a fully virtualized infrastructure that was inexpensive and simple to configure.

As cities begin to adapt to new ways of living, the inevitable questions are: How do governments achieve digital transformation at scale? How do smart cities ultimately lead to smart nations?

First, we must ask: What is a smart nation? According to <a href="https://www.tech.gov.sg/media/technews/digital-government-smart-nation-pursuing%20singapore-tech-imperative">GovTech Singapore</a>, smart nations mean people and businesses are:

Building a smart nation is a whole-of-nation effort comprising of three pillars:

Case Study: Pursuing Singapore’s Tech Imperative

When it comes to digital government, Singapore is fortunate to be building on strong previous efforts. Today, most transactions between citizens and the government can be done online, and integrated apps reduce the time taken to fulfill inter-agency requests.

According to <a href="https://www.itnews.asia/news/singapores-citizenry-gives-digital-government-the-thumbs-up-562343">IT News Asia</a>, nearly half of Singaporeans surveyed (49%) agreed that the Government now delivers better digital experiences. Additionally, 56% of respondents shared that the government has given them the assurance that their personal information is secure.

Soon after formation, Singapore launched five Strategic National Projects:

The <a href="https://www.singpass.gov.sg/main/singpass-our-ndi/" target="_blank" rel="noreferrer noopener">Singpass</a> is every Singapore resident's trusted digital identity, as well as a platform that bridges access to over 340 government agencies and private sector services.

The <a href="https://www.singpass.gov.sg/main/singpass-our-ndi/" target="_blank" rel="noreferrer noopener">Singpass</a> is every Singapore resident's trusted digital identity, as well as a platform that bridges access to over 340 government agencies and private sector services.

Singapore’s banking industry launched FAST (Fast and Secure Transfers) is a <a href="https://www.smartnation.gov.sg/what-is-smart-nation/initiatives/Strategic-National-Projects/e-payments-1" target="_blank" rel="noreferrer noopener">payment system</a> that enables direct real-time transfers between consumers and businesses across different banks.

Singapore’s banking industry launched FAST (Fast and Secure Transfers) is a <a href="https://www.smartnation.gov.sg/what-is-smart-nation/initiatives/Strategic-National-Projects/e-payments-1" target="_blank" rel="noreferrer noopener">payment system</a> that enables direct real-time transfers between consumers and businesses across different banks.

The <a href="https://www.tech.gov.sg/scewc2019/mol" target="_blank" rel="noreferrer noopener">Moments of Life</a> (MOL) app places citizens at the heart of government digital services. It delivers integrated services and information to citizens at key milestones in their lives.

The <a href="https://www.tech.gov.sg/scewc2019/mol" target="_blank" rel="noreferrer noopener">Moments of Life</a> (MOL) app places citizens at the heart of government digital services. It delivers integrated services and information to citizens at key milestones in their lives.

Through a shared network of sensors, the <a href="https://www.tech.gov.sg/scewc2019/snsp" target="_blank" rel="noreferrer noopener">Smart Nation Sensor Platform</a> (SNSP) enables agencies to better maximize deployments by collecting and analyzing data to make decisions on city planning in a cost-effective way and improve the delivery of citizen-centric public services.

Through a shared network of sensors, the <a href="https://www.tech.gov.sg/scewc2019/snsp" target="_blank" rel="noreferrer noopener">Smart Nation Sensor Platform</a> (SNSP) enables agencies to better maximize deployments by collecting and analyzing data to make decisions on city planning in a cost-effective way and improve the delivery of citizen-centric public services.

Using digital technologies to enhance comfort, convenience and reliability of their <a href="https://www.smartnation.gov.sg/what-is-smart-nation/initiatives/Strategic-National-Projects/smart-urban-mobility" target="_blank" rel="noreferrer noopener">public transport systems</a>, and support the vision of a car-lite Singapore.

Using digital technologies to enhance comfort, convenience and reliability of their <a href="https://www.smartnation.gov.sg/what-is-smart-nation/initiatives/Strategic-National-Projects/smart-urban-mobility" target="_blank" rel="noreferrer noopener">public transport systems</a>, and support the vision of a car-lite Singapore.

Most of these are digital platforms upon which more use cases can be explored over time. <a href="https://www.itnews.asia/news/singapores-citizenry-gives-digital-government-the-thumbs-up-562343" target="_blank" rel="noreferrer noopener">Dive deeper</a>.

IT investments once locked cities and nations into expensive and extremely long-term plans. Now, using the right combination of modern technology and smart solutions, governments can respond more dynamically to changing demands.

Governments around the world still have a long way to go—even the most advanced. <a href="https://www.mckinsey.com/~/media/mckinsey/business%20functions/operations/our%20insights/smart%20cities%20digital%20solutions%20for%20a%20more%20livable%20future/mgi-smart-cities-snapshot.pdf">This snapshot</a> from McKinsey Global Institute (MGI) details deployment in 50 cities around the world. The report gauges each city’s progress using a checklist of smart applications. Mobility was a top priority for most cities. But those with the highest number of applications implemented overall—London, Los Angeles, New York, Seoul, Shenzhen and Singapore—branched out into multiple domains, like security, utilities and healthcare.

Some cities start their transformations with inherent advantages, such as existing high-tech industries. But even less-progressive countries can set themselves apart with vision, good management, a willingness to break with conventional ways of doing things, and a relentless commitment to meeting the needs of its residents.

Special Report: Digital Healthcare Innovation During COVID-19

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Global citizens increasingly want a better, more sustainable quality of life. For governments, that means building smart cities and nations.

For governments, citizen demands for a higher quality, sustainable life means building smart cities and nations.

Special Report: Smart Cities & Smart Nations

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Special Report: Smart Cities & Smart Nations | Digital Government Trends

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U.S. Army Futures Command Partners with VMware to Create Software Factory - VMware News and Stories

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Taiwan’s response to the pandemic has been exemplary—and technology plays an indispensable role.<a href="#_ftn1" name="_ftnref1">[1]</a>
Relying on its digital and networking infrastructure, the government:
<ul>
<li>Identify pandemic-affected citizens.</li>
<li>Mobilized emergency services.</li>
<li>Contained the spread quickly during the pandemic’s height.</li>
</ul>
As Taiwan’s largest telecommunications service provider<a href="#_ftn2" name="_ftnref2">[2]</a>, Chunghwa Telecom (CHT) was instrumental in the country’s rapid response. It built an epidemic prevention platform and kept its network running to connect those who agreed to be monitored.<a href="#_ftn3" name="_ftnref3">[3]</a>
Despite avoiding a national lockdown,<a href="#_ftn4" name="_ftnref4">[4]</a> the challenges faced by Taiwan’s small- and medium-sized enterprises (SMEs) was significant. And the pandemic shined a light on cracks in business operations and management, raising urgency for Taiwanese SMEs to digitally transform.
Serving more than 600,000 SMEs—nearly half of Taiwan’s 1.4 million SMEs<a href="#_ftn5" name="_ftnref5">[5]</a>—CHT sees tremendous untapped economic potential in helping these organizations digitalize, transform, and scale-up.
<h2>Newfound Urgency</h2>
The pandemic stoked Taiwan’s fire for digitization, where companies might have been resistant to such change in the past.
“Taiwan&#8217;s enterprises have been slower in adapting to cloud technology. &#8230; But they have finally stepped forward in the last two years and are starting to think about the idea of being a ‘digital first’ business,” said Hsueh-Lan Wu, vice president of CHT’s Enterprise Business Group.
And it is a good thing they are. As of three years ago, McKinsey reported inconsistent adoption of digital technologies in Taiwan. <a href="#_ftn6" name="_ftnref6">[6]</a> Sectors like service and manufacturing were slow to digitalize, while sectors like government and finance were fairly advanced. For the past decade, Taiwan’s economic growth rate also lagged behind the global average. Because of this, it’s crucial for Taiwan “to use whatever innovations it possesses” to drive growth and break this trend.<a href="#_ftn7" name="_ftnref7">[7]</a>
As cities shuttered and employees moved to remote work, the impetus for change was clear: Digitalization matters. And digital transformation can save livelihoods and keep communities connected.
<h2>SMEs in Focus</h2>
CHT believes that cloud innovation is vital for resiliency, particularly for SMEs. The cloud also enables organizations to fully utilize cloud-based services like AI, IoT, and big data—applications where in-house expertise is likely lacking.
“We have an important mission to help our SME clients benefit from cloud technology,” said Wu. “By creating a better cloud service, keeping abreast of developments, and integrating standards for SMEs, our customers can utilize new technologies faster and remain focused on their own business development.”
<h2>Leading by Example</h2>
Even as Taiwan’s SMEs become less reserved about digital transformation, expertise from bigger players is key. And how better to demonstrate the process of digital transformation than to do it yourself?
“In 2019, Chunghwa Telecom started a three-year transformation plan. The pandemic has accelerated the intent for transformation and allowed CHT to clearly outline our priorities,” Wu said.
For CHT, Wu explained that transformation goes beyond revamping infrastructure and includes a thorough research stage, too: “Our research institute has developed a number of analysis and AI systems to detect network degradation and instability to maintain a consistent high-quality network. The internet, open-source software, business support systems, and CRM information systems are important in the digitalization process of Chunghwa Telecom.”
As a century-old enterprise with legacy systems, transformation must be conducted with great care, one step at a time. CHT’s collaboration with VMware in areas of cloud performance, automation management, and data security helps enterprise customers:
<ul>
<li>Reduce IT running costs.</li>
<li>Improve competitiveness.</li>
<li>Improve scalability with CaaS.<a href="#_ftn8" name="_ftnref8">[8]</a></li>
</ul>
Next, CHT is embarking on its &#8220;Wide Alliance&#8221; program. By devising new 5G solutions and connecting IoT devices for clients in Taiwan, CHT leaders believe these advancements will help the company and its clients better understand customers’ needs.
<h2>The Journey’s Just Begun</h2>
Understanding that technology will continue evolving is at the heart of CHT’s own digital transformation and its aspirations for Taiwanese SMEs. And keeping up with the changing landscape is the bare minimum required for survival.
“The development of technology is borderless. The telecommunications industry needs to stay alert to technology trends and adapt according to the clients&#8217; needs. Most importantly, we must place clients at the core and fulfill their needs. This is important to keep an enterprise alive,” said Wu.
The pandemic radically altered what it means for both governments and businesses to thrive and grow. Building a positive future will only come with digitalization and an openness to change. And CHT is prepared to step up to the role.
“CHT has more than 20 years’ experience in helping companies and the Taiwanese government in digitalization,” said Wu. “We hope that moving forward, our capabilities can be shared with other governments through collaboration and mutual sharing with local telecommunications companies.”
Ultimately, CHT believes that technology must serve our communities as we trek towards recovery and resilience. As Wu said, “Using technology to serve people must be the common goal we share with our partners. And we hope to work hard to achieve this goal together.”
<a href="#_ftnref1" name="_ftn1">[1]</a> <a href="https://fortune.com/2020/10/31/taiwan-best-covid-response/">https://fortune.com/2020/10/31/taiwan-best-covid-response/</a>
<a href="#_ftnref2" name="_ftn2">[2]</a> <a href="https://www.cht.com.tw/home/chtweb/chtg/EN/intro.html">https://www.cht.com.tw/home/chtweb/chtg/EN/intro.html</a>
<a href="#_ftnref3" name="_ftn3">[3]</a> <a href="https://english.cw.com.tw/article/article.action?id=2682">https://english.cw.com.tw/article/article.action?id=2682</a>
<a href="#_ftnref4" name="_ftn4">[4]</a> <a href="https://www.ft.com/content/b59c238c-d004-44a2-bd9f-c5b1e7a5bc8a">https://www.ft.com/content/b59c238c-d004-44a2-bd9f-c5b1e7a5bc8a</a>
<a href="#_ftnref5" name="_ftn5">[5]</a> <a href="https://www.forbes.com/custom/2019/07/15/taiwan-a-bright-future/">https://www.forbes.com/custom/2019/07/15/taiwan-a-bright-future/</a>.
<a href="#_ftnref6" name="_ftn6">[6]</a> <a href="http://mckinseychina.com/wp-content/uploads/2017/10/McKinsey_Taiwans-Digital-Imperative-EN.pdf">http://mckinseychina.com/wp-content/uploads/2017/10/McKinsey_Taiwans-Digital-Imperative-EN.pdf</a>
<a href="#_ftnref7" name="_ftn7">[7]</a> <a href="http://mckinseychina.com/wp-content/uploads/2017/10/McKinsey_Taiwans-Digital-Imperative-EN.pdf">http://mckinseychina.com/wp-content/uploads/2017/10/McKinsey_Taiwans-Digital-Imperative-EN.pdf</a><a href="#_ftnref8" name="_ftn8"></a>

VMware Staff

Chunghwa Telcom helps small and medium enterprises on their digital journeys into the connected 5G future.

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How Taiwan’s Largest Telco Supported the Pandemic Response - VMware News and Stories

It’s no surprise that COVID-19 changed—and accelerated—most organizations’ IT plans. As a result, technology executives are increasing their investments in digital technologies. They’re also speeding up what were once multi-year technology plans.
Conducted by MIT Technology Review Insights in association with VMware, <a href="https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/microsites/cio-vantage/vmware-global-mit-executive-study.pdf">Digital Acceleration in the Time of Coronavirus</a>1 reveals how technology strategy contributed to business resiliency and growth. The survey showed that companies ahead of the digital curve were best positioned for success at the onset of the pandemic and in the uncertain times ahead.
In one of the first signs of changing priorities resulting from the crisis, companies quickly shifted to accommodate a surge in the remote workforce. Before COVID-19, on average, only 8% of workforces regularly worked remotely. During the pandemic, this shot up to an average of 27%.
Globally, 75% of respondents believe digital transformation efforts were accelerated by the pandemic. One-third anticipate budget increases for digital investments. Now, IT teams plan to address the shortcomings exposed during the pandemic by prioritizing:
<ol>
<li>Cloud.</li>
<li>Modern apps and infrastructure.</li>
<li>Cybersecurity.</li>
</ol>
<img loading="lazy" class="aligncenter size-full wp-image-23544" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/Survey_digital-transformation-accelerated-by-pandemic_VMware-RADIUS.png" alt="" width="936" height="152" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/Survey_digital-transformation-accelerated-by-pandemic_VMware-RADIUS.png 936w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Survey_digital-transformation-accelerated-by-pandemic_VMware-RADIUS.png?resize=300,49 300w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Survey_digital-transformation-accelerated-by-pandemic_VMware-RADIUS.png?resize=768,125 768w" sizes="(max-width: 936px) 100vw, 936px" />
For many, COVID-19 challenged existing business continuity plans. Nearly two-thirds (63%) indicate they had business-continuity plans in place prior to the crisis. However, for many, these were oriented toward traditional disaster recovery. Fewer than half (46%) felt their plans were effective when attempting to cope with the shutdowns.
<img loading="lazy" class="aligncenter size-full wp-image-23545" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/survey_successful-business-continuity-plans_VMware-RADIUS.png" alt="" width="936" height="167" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/survey_successful-business-continuity-plans_VMware-RADIUS.png 936w, https://news-editor.vmware.com/wp-content/uploads/2015/08/survey_successful-business-continuity-plans_VMware-RADIUS.png?resize=300,54 300w, https://news-editor.vmware.com/wp-content/uploads/2015/08/survey_successful-business-continuity-plans_VMware-RADIUS.png?resize=768,137 768w" sizes="(max-width: 936px) 100vw, 936px" />
<h2>Global Industry Priorities</h2>
Industry-specific themes also emerged across regions. Removing decades-long barriers, healthcare—more than any other industry—is accelerating digital transformation in response to COVID-19. In financial services, there’s evidence that mobile applications are becoming the foremost destination for customer service. Nearly all surveyed financial services leaders (98%) said they’re increasing or maintaining focus on digital-first customer experiences within applications.
<h3>Healthcare</h3>
More than half of healthcare organizations surveyed (51%) are increasing patient experience investments. The most critical is telehealth services worldwide, filling a much-needed gap in serving healthy populations as they care for the sick. Popular solutions include virtual desktops and wearables that can enhance care provider engagement and patient outcomes. To learn more, read the <a href="http://blogs.vmware.com/industry-solutions/2020/12/15/mit-technology-review-8-trends-shaping-health-it/">healthcare insights blog</a>.
<h3>Financial Services</h3>
Almost two-thirds of financial services organizations (65%) said they’ve expanded agile practices and continuous delivery (CD) methods in response to new modern app demands. Securing those apps is also being prioritized. More than half (53%) instituted “secure-by-design” application development. Both initiatives are critical to enabling apps to become the main customer experience destination for banking services. To learn more, read the <a href="https://blogs.vmware.com/industry-solutions/2020/12/15/mit-technology-review-impact-of-digital-investments-on-financial-services-organizations-throughout-pandemic/">financial services insights blog</a>.
<h3>Government</h3>
For government leaders, the number one priority and challenge is protecting against cyberattacks and securing data and information. Close to half of respondents indicate they’re allocating a “significant” share (defined as more than 25%) of their IT budgets to security and threat management.
Many are choosing solutions that build in security, rather than bolt it on, from data centers to multi-cloud and endpoint devices. At the same time, agencies increasingly look to boost agility and efficiency with public cloud and FedRamp Authorized cloud services that power and secure enterprise infrastructure and apps. To learn more, read the <a href="http://blogs.vmware.com/industry-solutions/2020/12/15/mit-technology-review-8-government-it-trends/">government insights blog</a>. 
<h3>Telecommunications Providers</h3>
Services delivered across networks will drive a more fully connected world. Telecommunications providers are enabling customers across all industries to reimagine application development and delivery. To help consumers and enterprises alike realize the potential of 5G, telco providers must first continue to invest in their own digital transformation—from core to edge.
<h3>Retail</h3>
During the pandemic, distributed work capabilities quickly turned into business continuity must-haves. When asked about the greatest employee experience challenge, most retail leaders cited providing employees with the physical equipment necessary to be productive remotely. This includes capabilities provided by the combination of personal devices and secure digital workspaces.
<h3>Manufacturing</h3>
Nearly three-quarters of manufacturing IT and business technology decision makers (73%) placed employee efficiency and workflow automation as the highest priorities. By achieving efficiency gains through modernizing infrastructure, cost-conscious manufacturers can keep improving IT operations.
<h2>Becoming Future Ready</h2>
COVID-19 work-from-home orders and shutdowns provided sudden, dramatic proof of the value of digital technologies. Now facing new business pressures, new enterprise technology priorities are emerging.
Future-ready organizations possess technologies that are highly flexible and capable of supporting remote operations and distributed workforces. And in these uncertain times, these enterprises are best positioned to succeed.
To learn more, download “Digital Acceleration in the Time of Coronavirus”:
<ul>
<li><a href="https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/microsites/cio-vantage/vmware-digital-acceleration-in-the-time-of-coronavirus-north-america.pdf">Outlook North America</a></li>
<li><a href="https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/microsites/cio-vantage/vmware-digital-acceleration-in-the-time-of-coronavirus-europe.pdf">Outlook Europe</a></li>
<li><a href="https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/microsites/cio-vantage/vmware-digital-acceleration-in-the-time-of-coronavirus-asia-pacific.pdf">Outlook Asia-Pacific</a></li>
</ul>
And be sure to check out the <a href="https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/microsites/cio-vantage/vmware-global-mit-executive-study.pdf">Top 10 Trends Shaping IT Resilience</a> for a roundup of the most salient global insights from the study.
1. Global survey of 600 C-level and IT executives, as well as in-depth interviews from public- and private-sector organizations in three regions—Asia-Pacific, Europe and North America—conducted between June-August 2020.

Global report shows that IT organizations with an existing digital-first operating model proved to be best-prepared for disruption. Explore the findings.

IT organizations with an existing digital-first operating model proved to be best-prepared for disruption. Explore the findings.

Global Survey Ties Digital Investments to Growth, Business Resiliency

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Survey Ties Digital Investments to COVID-19 Business Resiliency, Growth

<div id="attachment_15503" style="width: 160px" class="wp-caption alignright"><a href="https://news.vmware.com/-author/duncan-hewett/"><img aria-describedby="caption-attachment-15503" loading="lazy" class="size-thumbnail wp-image-15503" src="https://news-editor.vmware.com/wp-content/uploads/2018/05/Duncan_Hewett_VMware_Asia_Pacific_Japan-150x150.jpg" alt="Duncan_Hewett_VMware_Asia_Pacific_Japan" width="150" height="150"></a>By Duncan Hewett, Senior Vice President and General Manager, VMware Asia Pacific and Japan</div>
An enormous public health challenge put public-sector organizations under the microscope this year—including their policies, IT frameworks and ability to innovate. Citizens around the world look to their governments for clear communication, reassurance and leadership. This a critical time for strong government-citizen relations. With the speed of today’s media, people have more awareness of and ability to scrutinize their government’s crisis response in comparison to other countries.
Looking at how governments and public health organizations utilized applications during the pandemic is a good proxy in assessing how well they adapted to engage and support their citizens. Many make use of <a href="https://octo.vmware.com/defining-modern-application/" target="_blank" rel="noopener noreferrer">modern apps</a>: multi-cloud supportive software services comprised of virtual machines, containers and serverless functionality. Through modern apps, they quickly adapt and launch services such as contact tracing, real-time hospital bed availability or pinpointing the location of the latest COVID-19 hotspots.
Take the example of South Korea, a region that showed technology leadership early. By mid-March, the government provided <a href="https://www.zdnet.com/article/south-korea-launches-mask-inventory-apps-to-address-shortages-from-covid-19/" target="_blank" rel="noopener noreferrer">an open API to developers</a> that contained the real-time sales data of face masks from 22,000 pharmacies nationwide, allowing citizens to check where stock was available. The South Korean government also made public health statistics available, so developers could <a href="https://edition.cnn.com/2020/02/28/tech/korea-coronavirus-tracking-apps/index.html" target="_blank" rel="noopener noreferrer">create mobile apps</a> to help track the spread of the disease.
<h2>What Makes Governments Successful at Rapid Response?</h2>
Governments with a modern digital infrastructure fared better at rapidly communicating, engaging and enabling their citizens in response to COVID-19. These countries, states and provinces built up their digital infrastructure to develop and modernize applications that can scale effortlessly through the cloud.
For governments, similar to large enterprises, this modernization is not often something that can be done quickly. (My colleague Bruce Davie explains this well in this article on <a href="https://news.vmware.com/-to-reduce-technical-debt/">technical debt</a>.) In years prior, nascent markets in Asia <a href="https://news.vmware.com/-major-cloud-markets-least-expected/">leapfrogged straight to advanced technologies</a> when embracing digital transformation. Today, those that already tapped into a modern digital infrastructure and leveraged available cloud services are now able to deliver new information or capabilities to citizens significantly faster.
Singapore is a good example of a roadmap for application modernization. Progressing on a <a href="https://www.zdnet.com/article/singapore-government-pushes-on-with-cloud-migration/">five-year cloud migration</a>, the city-state contracted new services that span a wealth of citizen services—including tax, smart water meters and even student exams—all designed to offer citizens a digital application experience. And in the context of COVID-19, this allowed for the rapid development of a contact tracing app, as well as a <a href="https://www.safeentry.gov.sg/">SafeEntry app</a> that checks in every customer or visitor to a business.
It is amazing to see this in operation just about everywhere in Singapore. For a shop, restaurant or mall, it is as simple as displaying a sign with a QR code, and as a citizen, you simply scan the QR code (in most cases without even breaking stride) and walk through a temperature sensor. Genuine feedback from citizens is that they feel safer and more confident going about their daily lives.
This addresses a very important and timely need, and naturally digital transformation initiatives like these are not always as effective. As part of a wider study into digital transformation and application modernization, <a href="https://news.vmware.com/nologies/businesscontinues">VMware and Vanson Bourne surveyed</a> 235 government organizations globally. About 42% of respondents ranked improving the customer experience within their top three priorities, which shows how important effective communication is for governments. Interestingly, 37% of respondents said they will prioritize upgrading existing technology platforms, which will no doubt help them reach their goals.
<a href="https://news.vmware.com/nologies/businesscontinues"><img loading="lazy" class="aligncenter size-full wp-image-23006" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/digital_transformation_priorities_APAC_government.png" alt="digital_transformation_priorities_APAC_government" width="601" height="338" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/digital_transformation_priorities_APAC_government.png 601w, https://news-editor.vmware.com/wp-content/uploads/2015/08/digital_transformation_priorities_APAC_government.png?resize=300,169 300w" sizes="(max-width: 601px) 100vw, 601px" /></a>
<h2>How Can Governments Effectively Modernize Applications?</h2>
Here&#8217;s what <a href="https://www.gartner.com/doc/reprints?id=1-1YZH4ERE&#038;ct=200507&#038;st=sb" target="_blank" rel="noopener noreferrer">experts</a> recommend. Focuse on the big picture. Do not modernize in isolation. Ensure there is still enough insight and investment to focus on continuous improvement.
I will add that:
<ul>
<li>Having tech-minded leaders matters, a view supported by 78% of governmental respondents to our study.</li>
<li>And one cannot underestimate the need to ensure teams have the skills needed to see the project through to its completion. About 95% of public service respondents also agree in our study.</li>
<li>The final quality that organizations should develop is promoting an agile mindset amongst employees. Digital transformation is a movable beast and often requires teams to adapt quickly to changing circumstances.</li>
</ul>
This is a journey that <a href="https://www.vmware.com/sg/company/customers/index/fullpage.html?path=/content/web-apps-redesign/customer-stories/2019/Government_agency_embarks_on_an_endtoend_IT_infrastructure_refresh_en_5182">Cenitex</a> is on, a state-owned enterprise in Victoria, Australia. Cenitex intends to transform the end-user computing (EUC) experience for 35,000 civil servants and develop better public services for local citizens. They moved to a hybrid cloud approach for increased flexibility over service demand, and they adopted modern applications to manage digital workspaces. They now have a more resilient and secure service that makes it easier to adjust to unforeseen situations.

<center><iframe src="//players.brightcove.net/1534342432001/Byh3doRJx_default/index.html?videoId=6076120558001" frameborder="0" allowfullscreen="allowfullscreen"></iframe> 
In the video above, hear more about the end-to-end IT infrastructure refresh at Cenitex. (Click &#8220;fullscreen&#8221; in the bottom-right corner to expand the video.)</center> 
I recently discussed this with the CEO, Frances Cawthra, and her leadership team. It’s impressive to hear what they achieved during this crisis. They went from running citizen services in five key buildings to operating from 5,000 civil servant homes—nearly a complete EUC transformation in just two weeks. Now, we know the preparation the team put in over the previous two-plus years to establish a resilient digital infrastructure was a lot of work, and COVID-19 was never planned. But their planning truly paid off.
<h2>Public-Private Partnerships Make a Difference</h2>
Public-sector innovation is important as the world increasingly adopts digital services. It is especially critical as unexpected events, like a pandemic, accelerate the need for massive digital transformation. Many Asia-Pacific governments collaborate with the private sector to <a href="https://www.economist.com/special-report/2019/12/05/asian-tiger-governments-are-steering-their-economies-with-a-lighter-touch">bolster innovation and guide development</a> of new and improved digital government services.
For example, look at Victor Dominello, minister for customer service at NSW government and a member for Ryde in Australia. He <a href="https://www.linkedin.com/feed/update/urn:li:activity:6679186559184596992/">champions a new way to serve citizens</a>: communication on bushfires, heightening cybersecurity and developing practical ways of carrying a digital license in the wake of COVID-19. Leadership like this is critical to the evolution of government communication and services.
This year, necessity has driven a true acceleration of digital services, be it for safety, providing medical services, rolling out stimulus packages or contact tracing. Governments&#8217; ability to scale business-critical apps, push updates and respond in real-time to feedback is imperative. That&#8217;s how they deliver the best citizen experiences and reinforce safety and security.
The only change is that, following the pandemic, citizens will expect these digital services. Pressures to improve will not go away. By working together to modernize infrastructure and application delivery, governments and enterprises will be well placed to take advantage of the continuing shift to ubiquitous connectivity.

Duncan Hewett

With modern apps, APJ governments rapidly responded to the global health crisis. Learn how governments effectively modernize their apps and infrastructure.

Modern App Innovation in APJ Governments | VMware Radius

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Node Africa CEO Phares Kariuki has always been passionate about the power of cloud technology to transform Africa’s economy. With the recent COVID-19 outbreak, he is even more resolute.
“The outbreak has been a wakeup call to many business leaders,” he says. “They now realize the traditional model of IT is broken. Firms who are behind on the digital curve are struggling to adapt while those that have taken a digital-first approach are proving more resilient.”
However, as Kariuki and his team continue to guide companies through the uncertainty, he remains optimistic and sees exciting times ahead.
<div id="attachment_21824" style="width: 1210px" class="wp-caption aligncenter"><img aria-describedby="caption-attachment-21824" loading="lazy" class="wp-image-21824 size-full" title="VMware_Agents_of_Change_Phares_Kariuki_Node_Africa" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/Node-Africa-AoC-Quote-Card.jpg" alt="VMware_Agents_of_Change_Phares_Kariuki_Node_Africa" width="1200" height="628" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/Node-Africa-AoC-Quote-Card.jpg 1200w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Node-Africa-AoC-Quote-Card.jpg?resize=300,157 300w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Node-Africa-AoC-Quote-Card.jpg?resize=768,402 768w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Node-Africa-AoC-Quote-Card.jpg?resize=1024,536 1024w" sizes="(max-width: 1200px) 100vw, 1200px" />VMware’s Agents of Change initiative celebrates technology leaders who challenge the status quo. By harnessing the power of digital transformation, they create unlimited possibilities for their businesses. Here’s the next technology leader in the Agents of Change series: Phares Kariuki, CEO of leading African cloud services provider Node Africa.</div>
<h2>Sparking Innovation and Cultural Change</h2>
Unsurprisingly, <a href="https://node.africa/" target="_blank" rel="noopener noreferrer">Node Africa</a> is seeing a lot of interest in tools like video conferencing and virtual desktops as the Kenyan government has mandated that employees in non-essential industries work from home. While this change represents a huge cultural shift, as its the first time many have worked remotely, it also presents new opportunities.
“Lots of businesses have seen that it doesn’t negatively impact productivity. So I’m sure this model will continue after the government restrictions are lifted,” says Kariuki.
The CEO also highlights exciting pockets of innovation: “The uptake of cloud in education has skyrocketed,” he explains. “We’ve seen a surge in investments in e-learning platforms—many schools and educational institutions are continuing to invest. You can’t just pause education.”
<h2>An Unstoppable Force</h2>
When you look at the world’s most successful business leaders, both before COVID-19 and today, Kariuki believes technology expertise is the common factor.
“It’s not by chance that the four firms with trillion-dollar valuations—Apple, Google, Microsoft and Amazon—are led by engineers. To be a business leader, it’s easier for technologists to learn commercial skills than the other way around,” says Kariuki.
A technology-led world means organizations have to get digital strategy and software right, he believes. “The digital revolution doesn’t give us a choice. There’s no option to sit down when the music stops.”
For example, Kariuki watched banks in Kenya suffer when they failed to embrace technology’s potential.
“When one bank enabled a customer to open an account from home, competitors requiring you to show up in a branch with your birth certificate and tax documentation were quickly left behind. They were caught off guard,” he says.
<h2>Surviving Digital &#8216;Transruption&#8217;</h2>
To survive digital disruption, Kariuki believes firms need to start with outcomes. “Forget about tools. Understand what your customer needs and the tools will follow,” he says.
In Kariuki’s experience, firms often falter when they aim too far too fast. “If you can’t run your own basic environment and you don’t collect basic customer data, how can you roll out AI? You have to take small steps. Learn how to crawl, then walk, then run. Only then can you run a marathon,” says Kariuki.
Guiding organizations on this journey is Node Africa’s reason for being. “When you work with a company to chart all the possible paths to where they want to go, you give them the confidence to choose how they get there,” he says.
Kariuki believes trust is the cornerstone of the journey. His aim is to get businesses to the point where it is second nature to take data into the cloud. But that process takes time.
“If a customer is reticent to put information in the cloud, we start by helping them manage it better in a private environment. We move smaller, lower-risk applications. Slowly, the customer sees they work better for the organization. They become ready to trade perceived control for agility,” Kariuki says.
The productivity gains can be a revelation. “It’s a few years now since Marc Andreessen said software is eating the world. But while its clear to see how software is shaping multiple industries and everyday lives, I don’t think we’re there, yet. I think the disruption is just getting started.”
<a href="https://www.youtube.com/watch?v=w0f2O4blBto&#038;feature=youtu.be" target="_blank" rel="noopener noreferrer">Watch this video</a> to hear more from Kariuki.

This article is the latest in the Agents of Change series, a look at how technology leaders challenge the status quo to discover new possibilities for their organizations.

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With cloud technology, CEO Phares Kariuki helps companies map their digital journeys through uncertain times to transform Africa’s economy.

Node Africa CEO: Cloud Technology Is Key for Africa’s Economy | VMware Radius

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How can governments empower businesses to embrace digitization as crises expose fragility in cybersecurity and digital infrastructures?
<div id="attachment_21687" style="width: 310px" class="wp-caption alignright"><a href="https://news.vmware.com/-author/matt-bennett/"><img aria-describedby="caption-attachment-21687" loading="lazy" class="size-medium wp-image-21687" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/Matt-Bennett-300x300.jpeg" alt="Matt_Bennett_VP_APJ_VMware_Carbon_Black" width="300" height="300"></a>By Matt Bennett, Vice President, APJ, VMware Carbon Black</div>
Today’s businesses operate within complex, global and digital service ecosystems. And in this complicated environment, companies often suffer consequences from their <a href="https://news.vmware.com/cybersecurity/" target="_blank" rel="noopener noreferrer">cybersecurity</a> weaknesses.
As cloud computing and connectivity rapidly improved over the past decade, many of us have benefited from working remotely and collaborating digitally. But while convenient, unsecure networks—such as public Wi-Fi hotspots—can be exploited by malicious actors.
This has been brought into sharp relief as COVID-19 consigns much of the working world to their homes. The UK’s National Cybersecurity Center recently <a href="https://www.ncsc.gov.uk/news/cyber-experts-step-criminals-exploit-coronavirus" target="_blank" rel="noopener noreferrer">revealed a range of techniques</a> used by cybercriminals to exploit pandemic uncertainty. Phishing remains popular, with bogus emails containing links claiming to have important updates. Once clicked, devices are infected with malware that can siphon off sensitive data.
As home isolation increases digital consumption, businesses and employees must be vigilant and follow cybersecurity best practices to ensure business continuity.
<h2>State of Cybersecurity in APAC</h2>
Almost half of the businesses in the Asia-Pacific (APAC) region experienced security attacks in the past 12 months, according to <a href="https://www.telstraglobal.com/secure-your-business" target="_blank" rel="noopener noreferrer">Telstra 2019 research</a>. Additionally, 3-in-5 surveyed companies experienced business interruption due to security breaches. The threats faced are varied.
<ul>
<li>Ransomware was most popular, currently responsible for 20 percent of attacks in Singapore and 18 percent in Australia.</li>
<li>Watering hole attacks—where a website is compromised and pushes malware to visitors—were cited as the most effective.</li>
<li>Wiper attacks—where malware deletes all data from infected hard drives—were the most destructive.</li>
</ul>
Threats are also evolving rapidly. <a href="https://www.carbonblack.com/global-incident-response-threat-report/april-2019/" target="_blank" rel="noopener noreferrer">Research by Carbon Black</a> found that 50 percent of current attacks in APAC used “island hopping” tactics to contaminate a business’s entire supply chain by gaining access to just one point of entry. <a href="https://www.bangkokpost.com/business/1777204/thailand-lags-in-cybersecurity-stakes" target="_blank" rel="noopener noreferrer">Frequency of attacks continue to rise</a>, especially in high-growth economies like Vietnam and Thailand, signaling a need to keep pace with cyberthreats.
Cyberattacks are one of the top 10 long-term risks organizations will face over the next decade according to the World Economic Forum’s <a href="https://www.weforum.org/reports/the-global-risks-report-2020" target="_blank" rel="noopener noreferrer">Global Risk Report 2020</a>. Something needs to be done.
<img loading="lazy" class="aligncenter size-full wp-image-21721" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/cybersecurity_best_practices_APAC.png" alt="cybersecurity_best_practices_APAC" width="2501" height="1309" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/cybersecurity_best_practices_APAC.png 2501w, https://news-editor.vmware.com/wp-content/uploads/2015/08/cybersecurity_best_practices_APAC.png?resize=300,157 300w, https://news-editor.vmware.com/wp-content/uploads/2015/08/cybersecurity_best_practices_APAC.png?resize=768,402 768w, https://news-editor.vmware.com/wp-content/uploads/2015/08/cybersecurity_best_practices_APAC.png?resize=1024,536 1024w, https://news-editor.vmware.com/wp-content/uploads/2015/08/cybersecurity_best_practices_APAC.png?resize=1536,804 1536w, https://news-editor.vmware.com/wp-content/uploads/2015/08/cybersecurity_best_practices_APAC.png?resize=2048,1072 2048w" sizes="(max-width: 2501px) 100vw, 2501px" />
<h2>Better Governance, Better Business</h2>
Despite digital businesses performing better, <a href="https://www2.deloitte.com/content/dam/Deloitte/au/Documents/Economics/deloitte-au-economics-connected-small-businesses-google-161017.pdf" target="_blank" rel="noopener noreferrer">3-in-5 APAC businesses</a> delay digitization out of fear of cybercrime.
The cost to an organization that is a victim of a cyberattack can be anywhere from $96,000 for mid-sized businesses to $30 million for those with over 500 employees. But this risk has to be managed and mitigated. If APAC embraces a &#8220;cyber-smart&#8221; culture, the region could realize a $145 billion growth opportunity over the next decade.
Governments around APAC play a large role in boosting business confidence. This includes:
<ul>
<li>Leading by example, with strict adherence to cybersecurity best practice principles inside government departments.</li>
<li>Using policy and regulation to set minimum standards for cyber-preparedness, alongside policing and penalizing cybercriminals.</li>
<li>Providing tools, training, resources and other support to ensure businesses are well-equipped.</li>
</ul>
<img loading="lazy" class="aligncenter size-full wp-image-21715" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Singapore.png" alt="Cybersecurity in Singapore" width="2501" height="1309" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Singapore.png 2501w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Singapore.png?resize=300,157 300w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Singapore.png?resize=768,402 768w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Singapore.png?resize=1024,536 1024w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Singapore.png?resize=1536,804 1536w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Singapore.png?resize=2048,1072 2048w" sizes="(max-width: 2501px) 100vw, 2501px" />
<img loading="lazy" class="aligncenter wp-image-21727 size-full" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Australia.png" alt="Cybersecurity in Australia" width="2500" height="1309" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Australia.png 2500w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Australia.png?resize=300,157 300w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Australia.png?resize=768,402 768w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Australia.png?resize=1024,536 1024w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Australia.png?resize=1536,804 1536w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-Australia.png?resize=2048,1072 2048w" sizes="(max-width: 2500px) 100vw, 2500px" />
<h2><img loading="lazy" class="aligncenter size-full wp-image-21711" src="https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-India.png" alt="Cybersecurity in India" width="2501" height="1309" srcset="https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-India.png 2501w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-India.png?resize=300,157 300w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-India.png?resize=768,402 768w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-India.png?resize=1024,536 1024w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-India.png?resize=1536,804 1536w, https://news-editor.vmware.com/wp-content/uploads/2015/08/Cybersecurity-in-India.png?resize=2048,1072 2048w" sizes="(max-width: 2501px) 100vw, 2501px" /></h2>
<h2>What Businesses Can Do Now to Protect Against Cyberattacks</h2>
As increasing numbers of employees work from home in response to COVID-19, there are also quick wins that businesses can deploy to secure their data.
<ol>
<li>Stay on top of patching and regular software updates. Patches often resolve weaknesses and security vulnerabilities within products. For organizations, IT operations teams need to patch and configure devices remotely.</li>
<li>Use multi-factor authentication. Enabling multi-factor authentication ensures that the user logging in as an employee is truly who they say they are.</li>
<li>Use a VPN. A virtual private network (VPN) can secure information sent from a device to a network via an encrypted connection over the internet. Public Wi-Fi should be avoided for work connections unless completely unavoidable.</li>
<li>Educate the workforce. Make sure employees know how to spot and stop common attacks, like phishing. Due to the current climate, additional training or refreshers may be needed to help the workforce recognize potential threats.</li>
<li>Automatically push updates. Security solutions should allow security and policy updates to be automatically pushed to all devices, regardless of whether they are on the corporate network.</li>
</ol>
As digital economies grow in each country, so does the risk of cyberattacks. Organizations can mitigate risks by being prepared. Policymakers must help protect businesses from cybersecurity risks through legislation, whilst allowing companies to innovate and maximize the potential of digital technologies. It should never be forgotten that cybersecurity is everyone’s responsibility.

Deloitte’s Cyber Smart report, commissioned by VMware, analyzes cyber exposure, preparedness and economic opportunity across 12 economies in APAC.

Businesses and employees in the Asia-Pacific region must be vigilant and follow cybersecurity best practices to ensure business continuity.

Cybersecurity Best Practices in APAC | VMware Radius

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Learn how the city of Tyler, Texas, has its eye on being the smart city of the future–all while empowering its citizens and neighboring towns to leverage technology as a force for good.

Smart transit system. Intelligent, connected infrastructure. Citizen-centric, next-gen applications. No, we’re not talking about Dubai, New York City or London. We’re talking about the rose capital of the United States: the small town of Tyler, Texas.

Tyler began its digital transformation journey about 10 years ago. But its leaders believed Tyler’s citizens deserved more than the digital status quo. They believed technology innovation had the power to improve lives and bring their community closer together.

The Boston Consulting Group expects spending on IoT by governments to increase from $5 billion in 2015 to $12 billion in 2020.

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The applications are almost limitless: street lighting that responds to pedestrian traffic levels; smart garbage cans that prompt rubbish collection when it is needed; parking space alert services; and interactive information services for tourists, pushed to their smartphones, among many others.

Tyler, Texas, is on the bleeding edge of smart city innovation and adoption:

Future-Ready Schools for a Future-Ready Workforce

Tyler Independent School District (ISD) prepares K-12 students for the future of work by incorporating technology into the learning experience very early. Students use the newest digital tools inside and outside the classroom, thanks to the ISD’s virtual desktop infrastructure (VDI). This mobile technology enhances education and prepares students for real-world careers.

Community means more than a town. Community is about fostering relationships–and helping neighbors in need. To help its neighbors realize the value of digital transformation, the city of Tyler reaches out a helping hand.

“We’re partnering with some of our neighboring cities to provide them with IT services. Being the larger city in the area, we have the size and staff to be able to utilize these private cloud technologies,” says Jeremy English, Tyler’s IT infrastructure manager. “We’re bringing the big-city technology to all the small towns in the area.”

Digital Transformation in the Heart of Texas

Learn more about Tyler's powerful digital transformation story. <a href="https://www.vmware.com/company/customers.html#customer=/content/web-apps/customers/C/City_of_Tyler" target="_blank" rel="noreferrer noopener">Read the case study</a>

Blakely Thomas-Aguilar

Tyler, Texas, has its eye on being the smart city of the future, while empowering citizens and neighbors to use tech as a force for good.

Big things are happening in the rose capital of America.

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A Smart City in the Little Texas Town of Tyler | VMware

From extreme challenges to a U.N. award, explore how Kenya embraced digital transformation to improve lives.

In 2008, the president of Kenya launched <a href="http://vision2030.go.ke/" target="_blank" rel="noreferrer noopener">Vision 2030</a> to help transform the country into a “rapidly industrialized, middle-income nation” by 2030. The African nation began its journey in 2009 via a massive fiber optic cable project to bring affordable internet connectivity across the country. In 2010, the government replaced the Constitution. Then in 2011, legislation such as the Urban Areas and Cities Act helped bring the new vision to life. Finally, in its efforts to empower citizens and reduce corruption, the government founded <a href="https://hudumakenya.go.ke/" target="_blank" rel="noreferrer noopener">Huduma Kenya</a>.

Overcoming Extreme Challenges & Unlocking Digital Opportunity

“Kenyans were having major challenges in accessing public services,” says Jacqueline Otwori, director of business process re-engineering for Huduma Kenya. “Public service delivery points were full of long queues, manual process, sometimes corruption incidences. And we thought this cannot continue, so we needed to transform the way services were being offered to Kenyans.”

The Huduma Kenya program aims to improve access and delivery of government services to its citizens.

Five core values guide Huduma Kenya:

The greatest challenges of accessing Kenyan government services was distance and travel costs. Citizens had to travel to Nairobi, Kenya’s capital city, for identity cards, birth certificates and other government-issued documents.

“Being the only center in the country, it was very cumbersome. The crowds were huge,” says Alice Shiundu, a Huduma manager. “People didn’t have money. Sometimes they had to sell their goat to get a bus ticket to come to Nairobi. Coming here on the first day did not mean they would get the services finished. They had to go back, sell another goat, come again the next day.”

The nation needed to decentralize and expand the availability of government services. They needed to do it securely, efficiently and affordably. And for the Huduma team, their fellow Kenyans needed a way to live happier, more successful lives.

Using Digital Technology to Improve Government Services

Huduma Kenya branch offices would deliver vital services to citizens closer to home, but the “how” was challenging.

How could they take the manual services in its old single-branch system and make them available—and efficient—across the country? The answer: digital transformation.

The team focused on building a unified technology architecture to transform how they access and deliver services, including:

The result is a modern <a href="https://www.vmware.com/content/microsites/possible/stories/digitalfoundation.html">digital foundation</a> for innovative and powerful transformation that benefits all Kenyans. The Huduma team now supports 52 branches that serve up to 30,000 citizens daily in 47 counties.

“(Today) we are sort of an integration layer between government back office and the citizens. The VMware platform helps us run our private cloud. And that not only gives us flexibility, but also enables us to secure our environment from one central place,” says Mirero.

Huduma uses VMware Cloud Foundation and VMware Workspace ONE with Horizon to virtualize and centrally deliver desktops in the 52 local Huduma centers. With this digital foundation in place, Huduma instantly and quickly deploys new services and updates. And since no application data touches the remote desktops, the integrity of the transactions can be guaranteed.

Social Good through Digital Transformation

The Huduma team took massive strides toward its Kenya 2030 goals, embracing digital transformation to improve access to government services. The program’s success was celebrated across the world, culminating with the U.N. Public Service Award on Improving Delivery of Public Services. For citizens, Huduma’s value is life-changing.

A recent <a href="https://www.nation.co.ke/news/Study-heaps-praise-on-Huduma-Centres/1056-4768218-ugnff0/index.html" target="_blank" rel="noreferrer noopener">internal study</a> cited that Kenyans saved millions in transportation costs, number of visits and time spent compared to the old system. The report also cited that the Huduma program contributed to lowering government corruption by 96 percent.

“It’s extremely humbling to know that the things we do here have an impact,” says Mirero.

From extreme challenges to a U.N. award, watch how Kenya embraced digital transformation to improve lives and foster social good for all its citizens.

Huduma Kenya: Digital Transformation for Social Good

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How Huduma Kenya Embraced Digital Transformation for Social Good

North Las Vegas' technology transformation is creating an infrastructure designed for growth and opportunity.

In 2013, the City of North Las Vegas was teetering on the brink of financial, social, and political collapse. The Great Recession had left this medium-sized city of 250,000 with more than $152 million in debt, the highest rate of home foreclosures in the nation, and the state of Nevada poised to take over the city and divide the municipality among its neighbors.

One person decided he would not let that happen. And today, North Las Vegas is one of the fastest-growing and most successful cities in America. It is an urban transformation made possible by courageous leadership, hard work, and a technology transformation that is creating an infrastructure designed for growth and opportunity.

John Lee, the mayor of North Las Vegas, has always been passionate about his city. It is here he met Marilyn, his wife of 40 years, and raised his seven children. It is where he went into the construction trades after graduating high school, quickly rising from digging ditches as a day laborer to owning and operating a series of successful contracting and remodeling businesses. These experiences gave Lee a unique insight into the inner workings of a city’s services and operations.  

But for Lee, running successful businesses wasn’t enough. “I wanted to do something else with my life that brings value to me,” he says. “People should get involved in their communities, and that’s what I chose to do.” Beginning in 1996, he represented North Las Vegas in the Nevada State legislature, first as a State Assemblyman and then for 8 years as a Nevada State Senator. While serving as State Senator, Lee was diagnosed with stage IV cancer. It was a diagnosis that would profoundly impact his attitude toward life, and reaffirm his commitment to a career in public service.

While Lee was battling for his life, the city he cherished was in a life-and-death struggle of its own. When the news of Nevada’s plans to take over and decertify the city reached Lee, he had an immediate reaction. “I decided I would ask my wife if I could run for mayor. I thought I had the experience, a lot of opportunities no one else in North Las Vegas had,” he says. “Can you imagine letting your Boy Scout troop go under? Your Girl Scout troop, your church, your school? I couldn’t let North Las Vegas fail.” In April 2013, Lee won the election with 53.4% of the vote.

Lee entered office with a vision focused on building North Las Vegas for the long term. “I boldly said, ’The recession’s over. We’re going to work. We’re not laying off anybody else.” From day one, he preached that rather than a city in irreversible decline, North Las Vegas is a city of virtually unlimited opportunity, with nearly 50 square miles—almost half the city’s territory—still undeveloped and ready to be used for building a new future of prosperity for all. “My goal is to diversify the economy,” Lee says. “Instead of gaming, tourism, and hospitality, I aim to get manufacturing, industry, and a lot of other opportunities for our residents.” And so he brought in a like-minded team of smart, creative individuals committed to driving the city’s reinvention as the best new place to do business.

Lee is not afraid to delegate. “I don’t run this city like a traditional mayor,” he says. “I run this like a business. I bring people in, smarter people that are more creative at solving problems.” He is fond of saying, “Sixty percent of the time I know I’m 100% right, but I need smarter people for that other 40%.”

Lee is relentless in promoting North Las Vegas as a great city to do business. His vision drives what Lee calls a “business-friendly organizational structure” that promises “customer service as our number one priority” to businesses considering a move to North Las Vegas.

To help North Las Vegas deliver on that promise, Lee is leading a technology transformation of the city’s infrastructure, aimed at enabling the city to cut bureaucratic red tape and slash costs while simultaneously improving city services and efficiencies. The result has led to an influx of new business investment and residential housing worth billions to the city’s economy, and more than 14 million square feet of new commercial and industrial space in the planning stage or already under construction.

Key to the resurgence of North Las Vegas is the role of technology in allowing the city to do far more with far less. North Las Vegas is continuing to virtualize the city’s infrastructure, beginning with its servers and now moving into its networking with VMware NSX® and storage with VMware vSAN™.

Prior to virtualizing its infrastructure, the city struggled to meet the demands of its 13 city departments and the citizens they collectively serve. “Before Mayor Lee started, we had a lot of technical issues,” says Adam Cohen, the IT manager responsible for the city’s infrastructure. “Our technology was literally falling apart.” Costly and difficult to service, the city’s servers were constantly breaking down to the detriment of vital city services like the police and fire departments they were dedicated to support. Field operations by these departments and other city agencies were compromised as a result.

Under Mayor Lee’s leadership, the city moved quickly to implement the technology infrastructure that would allow it to deliver on its promises to be a business-friendly city in every way. The city replaced its failing systems and virtualized its server infrastructure. The result led to a huge, and almost immediate improvement in city services. The new server infrastructure made the city’s services far more agile and responsive. “We could just spin up whatever the city departments were requesting in a short amount of time,” says Cohen.

VMware was instrumental in helping North Las Vegas make this transition. “VMware has been a critical partner to us,” Cohen says. “They’re not just selling their products to us, they are working hand in hand on these projects to make sure that we’re successful.”

The city is now an urban and regional leader in implementing VMware technologies. In addition to NSX and vSAN, technologies the city is using today include VMware ESXi™, VMware Horizon® View™, and VMware vRealize® Log Insight™.  “I’m happy to say that they’ve been very beneficial to our city,” says Cohen of the city’s work with VMware. “Our vision is to virtualize just about everything we can.” And ultimately, he says, “I could see us going to the cloud.”

All of the city’s software applications, including cloud-based services and applications, now run over the VMware virtualized infrastructure. These apps make it possible to deliver more efficient services, reduce city costs, and react more responsively to the needs of its city agencies and citizens. Among the immediate benefits is how new applications allow the city to accelerate the approval process for  new construction and business permits from weeks or months to just days or hours.

The city is constantly adding new apps that take advantage of the capabilities the VMware infrastructure allows. These capabilities include 3D mapping of crime scenes and fingerprint identification by police officers in the field, and “smart” utility metering of its vital water and sewage services that significantly enhances water conservation while reducing costs for customers. The virtualized infrastructure also supports the city’s water treatment plant and its state-of-the-art Internet of Things (IoT) automated monitoring system.

Moving to the VMware virtualized infrastructure also means that as North Las Vegas continues its revival, it does not have to add more personnel than it needs or can afford to the public payroll, even though the services themselves continue to improve and expand to meet growing demand.

This same VMware virtualized infrastructure is supporting the city’s ambitious growth and development plans as it builds out the 50 square miles currently undeveloped within the city’s geographic boundaries. “We’ve accomplished an amazing transformation with VMware,” Cohen says. “It’s advanced us by years over what we previously had. More importantly,” he adds, “it’s helped us move the city ahead and accomplish its own vision.”

In an emerging business world in which every business needs to be a technology business in order to thrive and be successful, North Las Vegas, almost uniquely for cities of its size, is offering the technology infrastructure that allows businesses to do just that. And companies are responding. High-profile businesses in the high-paying technology sector are choosing North Las Vegas over many other possible cities to locate their newer operations. And, as Mayor Lee says, “This is really only just the beginning.”

Central to the comeback of North Las Vegas is the crucial role of the city’s library system to continuing education and workforce development. A major part of paying off Mayor Lee’s pitch to businesses looking to North Las Vegas as a possible location is the promise that the city will have the quality workforce to staff these organizations. As Forrest Lewis, the city’s library director, says, “The library is really focused on making sure that when these businesses come, and they’re coming in great number, that our residents already living here and supporting North Las Vegas have the proper training, certification, and direction to step into those jobs and stay as a benefit to North Las Vegas.”

To Lewis, the role of the library in a community’s life hasn’t really changed. It has always been involved in providing “educational assistance,” but the capabilities to extend that assistance have dramatically expanded thanks to the new VMware desktop virtualization technology. It is revolutionizing the ability of the library to deliver on its educational and informational training, as well as other mission critical services.

Water is the most precious resource in the Southern Nevada desert. As Randy DeVaul, the director of utilities for North Las Vegas, explains it, “We get 4.4 inches of water a year. We depend on the watershed and the mountains up in the Sierra Nevadas to melt snow and fill Lake Mead.” It is a dependency that is also increasingly precarious as the region is suffering through a 16-year drought. Lake Mead’s water level has dropped more than 140 feet during that time period.

The city’s state-of-the-art water treatment plant is crucial to conserving and ensuring the citizens and businesses of North Las Vegas an adequate supply of fresh water for all their needs. The plant enables the city to more than meet its conservation goals by allowing it to return 40% of all the water it uses to Lake Mead. As a result, the city is actually using only 60% of its annual allocation, and leads the entire Southern Nevada region in water conservation.