ICT 2010

publisher’s

note

International accolades in ICT mean a lot and 2010 has seen impressive testimonies to the ICT developments in the country. One, the International Telecommunications Union’s (ITU) stamp on Qatar’s progress in ICT access and two, the Global Information Technology Report (GITR) 2009-2010 that ranks Qatar as 30th on the list of ‘most networked nations’ have clearly raised the benchmark as far as the ICT services in Qatar go.

A

nd the agency that has spearheaded the transition is ictQatar. Starting with the change from a monopoly market to a duopoly, the regulator has managed the transition very efficiently and today the ITU’s Measuring the Information Society, 2010, says, “Countries that have made outstanding progress in the area of ICT access (reflecting a substantial increase in fixed or mobile telephony, international Internet bandwidth or household access to the Internet and computers) include Armenia, Croatia, Estonia, Macedonia, Qatar, Romania, Saudi Arabia, St Vincent and the Grenadines and Vietnam.”

Hand in hand comes GITR 2009-2010 that ranks Qatar as 30th on the list of ‘most networked nations’, a clear indication of the country’s strong international position in ‘network readiness’.

The annual report jointly prepared and released by the World Economic Forum and INSEAD shows the country’s ‘significant gains’ in terms of ‘market environment’ and ‘government readiness’ in support of ICT adoption.

The report is the world’s most comprehensive international assessment of the impact of information and communication technology (ICT) on nations’ development and international competitiveness.

Possibly one area that the State can focus on is consumer education and how the players need to play a part in it.

Publisher & Editor-in-Chief

Yousuf Jassem Al Darwish

Chief Executive Officer Sandeep Sehgal

contents

Executive Vice President Alpana Roy

Vice President Ravi Raman -----------------

Managing Editor Vani Saraswathi

Deputy Editor Sindhu Nair

Assistant Editor Ahmad Lotfy Ali

Chief Correspondent Aparajita Mukherjee

Copy Editor

Meghna Dey -----------------

Art Director

M. Venkat Reddy

Assistant Director - Production Sujith Heenatigala

Assistant Art Director Hanan Abu Saiam

Senior Graphic Designers Ayush Indrajith Sampath Gunathilaka M D -----------------

05

Manager – Marketing & Operations Binu George

Managers – Marketing Mohammed Sami Zulfikar Jiffry

Media Consultants Chaturka Karandana Victoria Ferraris Hassan Rekkab

Marketing Research & Support Executive Amjeth Ali -----------------

Accountant

Pratap Chandran

Sr. Distribution Executive Bikram Shrestha -----------------

Distribution Support Bikram Shrestha Arjun Timilsina Bhimal Rai -----------------

Oryx Advertising Co WLL P.O. Box 3272; Doha-Qatar Tel: (+974) 4672139, 4550983,4671173, 4667584 Fax: (+974) 4550982 email: qtoday@omsqatar.com Website: www.omsqatar.com ----------------Copyright © 2009 Oryx Advertising Co WLL

Riding the Crest of the ICT Wave ICT is one of the pillars of modern development. Given its potential to catalyse economies to a new level, even the fact that it is investment heavy has not stood in the way of resource allocation, as revealed by the International Telecommunications Union in its ‘Measuring the Information Society, 2010’. It says, “...that despite the recent economic downturn, the use of ICT services, such as mobile phones and the Internet, has continued to grow worldwide...”

08 10

Kahramaa: Service as a culture A State utility is one place where there is not much scope for rethinking on the way it conducts its work. Thus, when the Kahramaa website talks about its culture and values, in no uncertain terms, it does not surprise customers since the company deals with core aspects of a customer’s life.

Qtel: Upping service benchmarks With a vision of being one among the top 20 telecom companies of the world, Qtel has the rare distinction of having a footprint in 17 countries.

13

Vodafone: Doing it differently

20

Education: Charting a new course

38

ABATS: Empowering innovation

43

CMU-Q: In a league of its own

44

GBM: Partner with a long-term vision

46

Meeza: Data centres at a new level

47

Vodafone Qatar has turned telecom business on its head and made it a lifestyle choice.

In the current era of information highways, ictQatar has empowered the young with the most modern tool in the education sector.

Mohammad Nayel, GM of Ali Bin Ali Technology Solutions speaks of his company’s vision and how well they are geared to take on the challenges.

Education and ICT have joined hands to leap-frog the nation on its way to achieving Vision 2030. CMU-Q is at the forefront of the initiative.

A spin-off from IBM, GBM is the sole distributor for IBM – excluding selected products and services – throughout the GCC, except for Saudi Arabia.

Steve O’Donnell, CEO, Meeza reasons how Meeza enables clients to scale their IT infrastructure down during periods of low demand.

Vodafone: Cornerstone of telco best practice When a global conglomerate touches a nation, it brings in what it does best all over the world. Vodafone Qatar is no exception..

ict

snapshot

Qatar:

Riding the Crest of the ICT Wave

I

CT is one of the pillars of modern

It says, “Countries that have made out-

development. Given its potential to

standing progress in the area of ICT access

catalyse economies to a new level,

(reflecting a substantial increase in fixed

even the fact that it is investment

or mobile telephony, international Internet

heavy has not stood in the way of resource

bandwidth or household access to the In-

allocation, as revealed by the International Telecommunications Union in its Measuring

ternet and computers) include Armenia,

the Information Society, 2010. It says, “...that despite the recent economic downturn, the use of ICT services, such as mobile phones and the Internet, has continued to grow worldwide. All 159 countries included in the ICT Development Index (IDI) have improved their scores during the past year confirming the ongoing diffusion of ICTs and the overall transition to a global information society.”

Qatar is one of the countries that has taken the ICT edge very early on. And with promising initiatives from ictQatar, the country finds an unequivocal mention in the ITU Measuring the Information Society, 2010.

Croatia, Estonia, Macedonia, Qatar, Romania, Saudi Arabia, St Vincent and the Grenadines and Vietnam.”

The GITR accolade Not only the above-mentioned Report, the Global Information Technology Report (GITR) 2009-2010 ranks Qatar as 30th on the list of ‘most networked nations’, a clear indication of the country’s strong international position in ‘network readiness’.

The annual report jointly prepared and re-

Countries that have made outstanding progress in the area of ICT access (reflecting a substantial increase in fixed or mobile telephony, international Internet bandwidth or household access to the Internet and computers) include Armenia, Croatia, Estonia, Macedonia, Qatar, Romania, Saudi Arabia, St Vincent and the Grenadines and Vietnam.

leased by the World Economic Forum and INSEAD shows the country’s ‘significant gains’ in terms of ‘market environment’ and ‘government readiness’ in support of

ICttODAY `10

5

ict

snapshot

ICT adoption.

tions that will be vital to succeed in the

The report is the world’s most compre-

global knowledge economy. ictQatar is

hensive international assessment of the

committed to making this national broad-

impact of information and communication

band network a reality.”

technology (ICT) on nations’ development

and economic competitiveness. ictQatar and its initiatives in 2009-10 Qatar’s New Numbering Plan: ictQatar

l

announced on March 28, 2010 that

The report included numerous new indicators for 2009-10, including accessibility to

phone numbers in Qatar will be expand-

Qatar’s government readiness is its area

digital content, Internet bandwidth and level

ed from seven to eight digits, effective

of ‘greatest performance’, ranking 3rd in

of competition index. It also highlighted po-

the world. Government readiness is as-

tential areas of improvement for Qatar.

and international competitiveness.

sessed based on prioritisation of ICT, pro-

Among individuals, businesses and govern-

curement of advanced technology solutions

ment, Qatar’s business community showed

and importance of ICT to the government’s

the greatest need for greater adoption

vision for the future.

of ICT, both in terms of ICT readiness and

Qatar ranked 19th globally in terms of

Wednesday July 28, 2010.

This change will address the increasing demand for both fixed and mobile phone numbers in Qatar.

The new numbering plan will create an additional 36 million mobile and nine

usage.

“Information and communication technology plays a fundamental role in Qatar achieving its ambitious national goals. Our prioritisation of ICT is clearly reflected in our strong international ranking in the latest Global Information Technology Report..“ – Dr Hessa Al Jaber, Secretary General, ictQatar

market environment, which is based on fac-

“ictQatar is in the process of making

tors such as intensity of local competition,

more government services available online through Hukoomi, Qatar’s online govern-

government regulation, time required to

million fixed telephone numbers, sur-

start a business and availability of the latest

ment portal. We are also working to make

passing the highest forecasted demand

technologies, among other factors.

the Internet more accessible to Arabic

for the next 15-20 years. ictQatar also

speakers by developing a programme to

announced that this change to eight

Dr Hessa Al Jaber, ictQatar’s Secretary General said, “Information and communica-

promote digital content as an industry.

digit numbers will happen automatically

tion technology plays a fundamental role

“Qatar’s recent approval to move forward

and seamlessly on July 28, 2010 for all

in Qatar achieving its ambitious national

with creating Arabic Internet Domains is an

customers – whether Qtel or Vodafone –

goals. Our prioritisation of ICT is clearly re-

important part of this,” Al Jaber added.

flected in our strong international ranking

with no interruption of service or affect

The network readiness index examines

on both networks.

in the latest Global Information Technology

how prepared countries are to use ICT in

Report. ictQatar looks forward to continu-

three areas – general business, regula-

ing our important work across all sectors to

tory and infrastructure environment for ICT,

that numbers that currently begin with

make Qatar a truly networked nation.

readiness of government, individuals, and

3 will now start with 33, those starting

For both fixed and mobile users, the first digit of the number will be repeated, so

“We recognise that to move forward as a

businesses to use and benefit from ICT; and

with 7 will now be 77.

nation we will need to ensure that every-

the actual usage of available ICT by these

The only affected numbers will be those

one in Qatar has access to a high-speed

stakeholder groups.

starting with 3, 4, 5, 6 and 7. All emer-

broadband network.

The report underscores that good educa-

gency telephone numbers within Qatar,

“This will enable all sectors to increasingly

tion fundamentals, innovation, and wide ICT

including 999 and 112, will not be af-

benefit from the next-generation applica-

access are key to nations’ social growth

fected by the change.

6

ICTTODAY `10

ict

snapshot

MENA: Fertile ground for telco M&A

On January 18, 2010, ictQatar announced on its website the launch of its revamped Qatar National e-Learning Portal.

The portal offers more than 2, 500 free online courses to government employees in a variety of topics.

Significant regional transactions are in

rican assets to Bharti Airtel, a transaction

the offing predict M&A experts. The po-

that implied an equity value of $9 billion.

tential deals include Orascom Algeria,

Commenting on the transaction, Asaad

Meditel Morocco, Korek Telecom, infra-

Al Banwan, Chairman, Zain Group, said: structure and tower assets of Zain Africa, “Since we acquired Celtel in 2005, we MTN, Cell C, Millicom and Saudi Telecom have grown substantially to become one Corp ; the potential privatisations of Turk

we are proud of the contribution Zain

licence sales in Lebanon.

Africa has made to the development of

Experts feel that there is a range of

communications across the continent.

telecom assets worth up to $30 billion

This transaction crystallises the significant

being considered for sale in the MENA

value we have created for our sharehold-

region alone, and plenty of aggressive

ers over the last five years.”

buyers from the Gulf and Asia with the

Al Banwan added: “Bharti Airtel has a

appetite and the capital to make the

fantastic track record in running success-

deals happen.

Although uncertain price levels caused

Numbers used for SMS, toll free and paging services, as well as short codes,

l

ful operations in the emerging markets and we are delighted that the African

by wider market volatility could still delay

telecom operations that we so assidu-

deals, there is the potential for a steady

ously built are becoming part of such a

rise in activity through 2010.

committed and reputable telecom power-

These predictions came true when Zain

of Africa’s leading mobile operators, and

Telecom and Batelco, as well as mobile

house. We wish Bharti Airtel all the very

announced US$10.7 billion sale of its Af-

best for their future success in Africa.”

those for children and young people.

Click Campaign: Hukoomi, Qatar’s gov-

Qatar National e-Learning Portal.

The portal offers more than 2,500 free

ernment online portal, is the Gateway to

online courses to government employees

and the numbers owned by the Ministry of Interior will also remain the same.

Government. ictQatar announced that

in a variety of topics, including: business, IT,

These begin with 1, 2, 8 and 9. l Promise of e-Campaign: ictQatar an-

the portal is meant to be a resource for

computer skills, human resources, market-

everyone that lives and works in Qatar,

ing, personal development and manage-

nounced that the ‘Promise of e’ cam-

as well as those planning to visit.

ment. The new e-Learning Portal has an

Through Hukoomi, users can experience the benefits of having information and

ernment ministry and entity, allowing for

The campaign also aims to explain to

services from 48 government ministries

customized learning to meet the needs of

the public, the positive impact technol-

and councils in one central, easy to navi-

their specific employees. Human Resource

gate place.

specialists within each government entity

The campaign features the image of

can work with their employees to identify

paign focuses on the power of technol-

ogy to enrich people’s lives.

ogy has on everyday life and the potential it holds for the future. It shows how

technology improves lives across many

children whose parents’ lives are made

the appropriate courses to meet their de-

sectors, including health, education,

easier and more efficient by using Hukoomi.

velopment needs, set an achievable time-

Qatar’s National e-Learning Portal: On

progress against goals. This can be directly

business and communications.

individually designed page for each gov-

The Promise of e-campaign consists of

l

line to complete the courses and monitor

broadcast infomercials, print advertise-

January 18, 2010, ictQatar announced

linked to an employee’s National Develop-

ments and a variety of events, including

on its website the launch of its revamped

ment Plan

ICTTODAY `10

7

ict

KAHRAMAA

Abdulrahman Mohamed Al Kulaifi, PR Manager, Kahramaa

Service as a culture The Qatar General Electricity & water Corporation (Kahramaa) welcomes developments in Information & Communication Technology that connects people to the technologies that enrich their lives, drive economic development, and inspire confidence in the future.

A

State utility is one place where

INSEAD. This ranking fairly places Qatar as

there is not much scope for re-

a regional leader. The Qatar General Elec-

thinking on the way it conducts its

tricity & Water Corporation (Kahramaa)

work. Thus, when the Kahramaa

welcomes developments in Information &

website talks about its culture and values,

Communication Technology that connects

in no uncertain terms, it does not surprise

people to the technologies that enrich their

customers since the company deals with core aspects of a customer’s life. ICT Today

inspire confidence in the future. Through

spoke to officials from the company to talk

ICT, our businesses are discovering new

about the service edge that it has got out

efficiencies and new markets and our link

of ICT developments of the company, along

with stakeholders (customers, government

with the international best practices that

entities, businesses, etc.) is becoming more

form the bases of its work.

responsive. This is apparent in our Website: www.km.com.qa which was developed to become more user-friendly and accessible.

It has recently won the best government site in the Middle East in terms of electronic services provision. Also, Kahramaa is gaining an edge in its core business provision & functioning. For example, HE Abdullah bin Hamad Al Attiyah, Deputy Premier & Minister of Energy and Industry & Chairman of

The service edge Abdulrahman Mohamed Al-Kulaifi, PR Man-

By Aparajita Mukherjee

ager, Kahramaa said, “In just a few years since introduction of a coherent system of ICT into Qatar, the country has risen to a ranking of 32nd among 127 nations in the 2007-08 Networked Readiness Index pro-

8

duced by the World Economic Forum and

ICTTODAY `10

lives, drive economic development, and

ict

KAHRAMAA

IT trends and directions, and seeks to guide change within our corporation to effectively monitor, evaluate, implement, and operate appropriate resources and services to help KM accomplish its objectives.”

Service issues and redress Talking about service, the core issue for any utility service company, Al Kulaifi says, “End user reluctance to use technology is the major challenge facing us in our service application. This is attributed to two factors, change and information literacy. “People usually resist change, even when change is very positive; it is a challenging thing for people to go from how they do things today to what they will be doing tomorrow, especially when

Eng. Ibrahim El Emadi, IT Manager, Kahramaa

change involves streamlining and documentKahramaa Board of Directors inaugurated

our customer interface has become system

ing processes and procedures. The second

the National Water Control Centre (NWCC)

driven. The IT plan is driven by the business

factor is related to user information literacy.

which comes as a strategic step of water

objectives of the corporation. The business

Many users still fear technology, and do not

system in Qatar.

objective is to provide continuous supplies of

have the ability to locate knowledge to use

water and electricity, operate on a commer-

it effectively for business purposes. IT should

Best practices

cial basis, comply with health, safety, and en-

build and enhance IT literacy across entire

Monopolies also require best practice adop-

vironment standards, and maximise the em-

corporation through continuous training and

tion and Eng. Ibrahim Al Emadi, IT Manager,

ployment of Qatari personnel. The business

information dissemination.

Kahramaa said, “Kahramaa makes informed

strategy foresees a commercial environment

choices while adopting any ICT application

with a strong need to focus on innovative

Standards of service

or technology. First, it has to provide new

tariffs as well an enhanced customer focus.

Monitoring of service standards has much

and innovative solutions to help us achieve

“IT business plans are developed around

to do with ICT application. Talking about it,

our message of delivering the service of

those key points. It is also driven by tech-

Al Emadi stresses, that sometimes vendor

electricity and water with best quality to our

nology developments and trends. There are

management can be a challenge. “Services

customers.

now many vendors specialising in particular

and products provided through many local and regional vendors tend to be of a very

Second it has to be cost-effective. Third, it

types of applications and they can produce

has to prove itself with similar international

state-of- the-art products. IT role has there-

low quality, especially when the product is

businesses. Fourth, it has to be environmen-

fore, evolved to become one of selecting

not locally used on a wide scale. This is at-

tally friendly. These practices enabled us to

commercially available packages, and devel-

tributed to the vendor’s limited knowledge

maintain our position of monopoly in deliver-

oping the ability to integrate these different

about the product, and their ability to implement services appropriately. However, Kah-

ing the core services of electricity and wa-

packages into a coherent whole. As a result,

ter since 2000 and uptill now with highest

IT adopted the strategy of transition from

ramaa sets its standards to deal with best

success.

a development-focused department to one

companies of well known track to best serve

Commenting on how much of customer

which focuses on the selection and imple-

its customers. A lot of our departments are

interface has become system driven in the

mentation of packaged applications. Thus,

working to receive ISO 9001 certificate in ex-

past two years, Al Emadi continues, “Actu-

development focus will shift to developing

cellence of procedures and applications and

ally four years ago, we have adopted the

the ability to integrate different packages.

services. Also, strict monitoring and follow-

slogan of paper-free organisation. A lot of

This planning process tried to identify major

up is always applied.”

ICTTODAY `10

9

ict

telecom

Dr Nasser Marafih, CEO, Qtel

Upping service benchmarks Qatar Telecom (Qtel), the telecommunications service provider licensed by the Supreme Council of Information and Communication Technology (ictQatar) to provide both fixed and mobile telecommunications services in the state of Qatar, has the rare distinction of having a footprint in 17 countries. It is committed to expansion both in the Middle East and North Africa region and South East Asia.

W

ith a vision of being one

completion of its first pilot project for fibre-

among the top 20 tele-

to-the-home (FTTH) internet access services.

com companies of the

The FTTH network rolled out in partnership

world,

Telecom

with property developers in the Mesaieed

(Qtel), the telecommunications service pro-

and West Bay Lagoon areas of Qatar, is

vider licensed by the Supreme Council of In-

now fully operational, delivering customers’

Qatar

formation and Communication Technology

internet speeds of up to 50 Mbps, with the

(ictQatar) to provide both fixed and mobile

capacity to upgrade to 100 Mbps in due

telecommunications services in the state

course. Qtel is finalising a plan for national

of Qatar, has the rare distinction of having

rollout of FTTH services, whilst the telco

a footprint in 17 countries. It is committed

has also developed a fibre-to- the-building

to expansion both in the Middle East and

(FTTB) service for apartment blocks.

North Africa region and South East Asia. In

Khalil Al Emadi, Executive Director, Net-

total, the company provides coverage to a

works, Qtel, said, “With the success of this

population in excess of 560 million people,

pilot project and the positive feedback we

with 57.5 million consolidated subscribers.

ICT Today presents some outstanding achievements of Qtel in putting Qatar ahead

have received from partners and customers in the developed areas, we are now positioned to start a large scale rollout.”

on the ICT framework in recent times.

Qtel and NSN sign framework

10

ICTTODAY `10

Broader Qatar bandwidth

agreement

The company announced the successful

Qtel and Nokia Siemens Networks (NSN)

ict

telecom

signed a framework agreement (FA) to support the development of the Qatari group’s network operations worldwide, covering the supply of mobile infrastructure, including en-

Virgin Mobile: Another choice from Qtel for customers

ergy-efficient Flexi base stations and other

Sir Richard Branson, founder of Virgin

first mobile launch in the Middle East, and

systems, alongside support services.

Group companies, launched Virgin Mobile

I would like to invite the people of Qatar

in Qatar in a brand partnership with Qtel.

to come on in and enjoy the fun.”

Dr Nasser Marafih, CEO of Qtel, said, ‘This is a partnership for the future, which will en-

Virgin Mobile Qatar, which is now avail-

The service has been designed to be

sure the highest quality of network develop-

able, brings a fun new service to Qatar,

open, fun and simple to use, and is sup-

ment supporting our strategy for business

offering value, unbeatable coverage, and

ported by a range of retail stores, a new,

growth.’

the exceptional customer service for

dedicated contact centre in the heart of

This was preceded by another group-wide

which Virgin is famous around the world.

framework agreement, with Huawei from

The service will be Qatar’s first youth-fo-

Doha, as well as an online community at www.virginmobile.com.qa.

China.

cused mobile offering, delivered by Virgin

Welcoming Virgin Mobile to Qatar, Dr

Mobile in a brand partnership with Qtel,

Nasser Marafih, CEO, Qtel, said: “We

Strategic alliance with Microsoft

according to the Virgin officials. As part

are pleased and proud to welcome Sir

Qtel and Microsoft signed a broad strategic

of a range of new products launched, Vir-

Richard Branson and the Virgin Mobile

alliance to develop integrated cloud-based

gin Mobile Qatar offers a prepaid mobile

brand to Qatar. Our alliance will have an

services, software applications, mobile ser-

service that combines the coverage and

important impact here in Qatar, and we

vices and devices over Qtel’s converged

call quality benefits of Qtel’s mobile net-

see strong potential for development as

networks. The partnership aims to expand

work with the brand experience of Virgin

a multi-country brand franchise partner-

Qtel’s service portfolio including corporate

Group.

ship across our regional and international

and consumer-focused applications, with

Sir Richard Branson, Chairman and

footprint. For Qtel, this marks another im-

the first resultant products planned to be on

Founder of the Virgin Group of Companies,

portant step forward as we develop our

the market by mid-2010. Qtel and Microsoft

said: “Virgin Mobile is the fastest-growing

brand strategy and our overall business

intend to engage in several work streams in-

and most successful business in Virgin’s

plan to become one of the top 20 global

cluding joint sales and marketing, solutions

history, with more than 15 million custom-

telecommunications operators by 2020.

collaboration, and corporate citizenship

ers around the world. Virgin Mobile Qatar

For the people of Qatar, it adds a new choice and a whole new communications

initiatives, whilst a Microsoft spokesperson

is an entirely new type of mobile experi-

said that the pair will collaborate on the de-

ence, which everybody can start enjoying

lifestyle.” Virgin Mobile Qatar will offer one

velopment of emerging technologies to cre-

from today. I am proud to have partnered

of the most advanced prepaid mobile ser-

ate innovative solutions for Qtel customers.

with Qtel to make Virgin Mobile Qatar our

vices in the region.

New Mobile Broadband top-ups make it

lected period. These have proven particu-

pioneering device that enables people to

easier to stay connected

larly popular with new arrivals to Qatar, with

create their own Internet access from any-

Qtel recently launched a top-up service to

sales at Doha International Airport setting

where in Qatar. With up to five people able

enable customers to extend their use of the

new records.

to access the device at any time, using lap-

pioneering prepaid Mobile Broadband ser-

Qtel deploys the latest 3.75G network

tops, SmartPhones, gaming consoles or any

vice. Introduced at the end of 2009, the ser-

technology for its Mobile Broadband service,

other wi-fi- enabled devices, My-Fi is likely

vice has generated a huge response from

supporting a high-speed experience with

to be one of the most popular launches of

the people of Qatar, enabling users to get

download speeds of up to 7.2Mbps and up-

the year for Qtel. This is the first time that

online immediately and with minimal fuss.

load speeds up to 2Mbps.

advanced My-Fi devices have been made

Qtel currently offers special three-day, 10-

available in Qatar, and Qtel is one of the first

day and 30-day prepaid Mobile Broadband

My-Fi personal mobile hot spot

operators in the region to offer the device to

packages that provide unlimited high-speed

The company has launched the innovative

all customers, building on the wider “Broad-

Internet access for the duration of the se-

new My-Fi personal mobile hot spot, the

band Qatar” strategy

12

ICTTODAY `10

ict

telecom

Grahame Maher, CEO, Vodafone Qatar

I

Doing it differently f telecom was only about business,

social networking sites Friendster, Orkut and

Vodafone Qatar would not have

Maktoob. In addition, all customers would

done many of the things it has. The

receive 10MB of free Mobile Internet allow-

company has turned telco business

ance every month.

on its head and made it a lifestyle choice. If

“After running a hugely successful Mobile In-

this basic fact is clear to any analyst, Voda-

ternet promotion for the past seven months

fone Qatar, the joint venture between Voda-

which captured 58 percent of our customer

fone Group Plc and The Qatar Foundation

base, we’re thrilled to be launching our new

for Education, Science and Community De-

Mobile Internet offer for all new and exist-

velopment, becomes easier to understand.

ICT Today selects some unique initiatives

ing Vodafone customers,” said Omar Mufti, Product Manager, Vodafone Qatar.

of the company in the recent past – an ex-

“We found that our customers are heavy

ercise aimed at understanding the unique

users of Facebook so we wanted to give

business paradigm that the global telecom

them unlimited free access to this site for

player has brought here to Qatar.

them to enjoy,” continued Mufti.

New Mobile Internet Offer

Environmentally Friendly

Free Facebook

SIM Packs launched

Vodafone Qatar launched their new Mobile

Vodafone’s 100 percent eco-friendly SIM

Internet offer which gives free access to the

packs, launched recently, has a basic ob-

social networking site Facebook. The offer

jective – to reduce the volume of plastic

also included free access to other regional

disposal in Qatar, as well as Vodafone’s car-

Vodafone Qatar has turned telco business on its head and made it a lifestyle choice.

If this basic fact is clear to any analyst, Vodafone Qatar, the joint venture between Vodafone Group Plc and The Qatar Foundation for Education, Science and Community Development, becomes easier to understand.

ICTTODAY `10

13

ict

telecom

bon footprint. Instead of plastic, the newly designed SIM card pack now uses polypropylene, a recyclable material, while the cardboard piece used to hold the SIM in place

Vodafone Qatar takes legal action against ictQatar

has now been substituted with recycled

Vodafone Qatar is taking legal action

tar’s shareholders collectively paid QR7.7

paper.

against the country’s telecommunica-

billion for the second mobile licence in

As well as being environmentally friendly,

tions regulator, the Supreme Council of

Qatar, of which a part was raised through

the new SIM packs are also good looking

Information & Communication Technol-

an Initial Public Offering open to Qatari

and efficient. The SIM box which is engraved

ogy (ictQatar), for its allowance of Virgin

individuals and institutions.

with the unique Vodafone logo is slick, light,

Mobile’s entry, without being licensed,

“We are taking legal action for the dam-

easy to store and is sized perfectly to be

into the Qatari market.

ages this has caused our shareholders.

re-used by the customer to store their busi-

The company believes Virgin Mobile’s

We are simply protecting their interests;

ness cards.

tie up with Qtel is the entry of a third ser-

82,000 of which are individual Qataris

“At Vodafone Qatar, we are always trying

vice provider.

that paid 40 percent of the 2nd Mobile

to develop products that respect the envi-

It views this as a violation of its sec-

Licence fee,” said HE Sheikh Abdulrah-

ronment and which aim to make Qatar a

ond public mobile telecommunications

man Bin Saud Al Thani, Vodafone Qatar’s

greener country that will with time and

networks and services licence conditions

Chairman,

commitment make a world of difference

and the telecoms law in Qatar which

“Vodafone Qatar is happy to compete

for all the people in Qatar,” said Phil Worsley,

states that no further mobile service pro-

and is not threatened by Virgin Mobile’s

Head of Operations at Vodafone Qatar

vider would enter into the market, and be

entry into the market, but we see this as

“We hope this will inspire many other com-

licensed, until the proposed Sector review.

a change to the rules of our licence,” said

panies and individuals in Qatar to take steps

It is for this opportunity that Vodafone Qa-

Grahame Maher, Vodafone Qatar’s CEO.

to protect the environment in Qatar,” continued Worsley.

network including Business, back office

The Pearl-Qatar.

These new environmentally friendly SIM

and customer care applications as well as

This partnership utilises UDC’s already de-

packs are one of several Green initiatives

maintaining Vodafone’s Data Centre LAN

ployed state-of-the-art infrastructure as well

Vodafone Qatar has undertaken. Other eco-

topology.

as Vodafone’s network at The Pearl-Qatar.

friendly Vodafone materials include biode-

Commenting on the agreement, Grahame

gradable scratch cards, which have been

Maher, Vodafone Qatar’s CEO said, “Mannai

Next Generation Access (NGA) infrastruc-

used by Vodafone since it launched prepaid

Corporation IP services are world-class and

ture that exceeds international standards,

services in September 2009.

Vodafone Qatar is thrilled to be partnering

this is a more robust and scalable solution

with them.

than other Fibre To The Home (FTTH) solu-

Vodafone and Mannai Sign Internet Protocol Services Agreement Vodafone Qatar and Mannai Corporation

“UDC has deployed at The Pearl-Qatar The

“This partnership will enable us to bring

tions that caters for future needs too,” said

many new and exciting products and servic-

Khalil Sholy, UDC Managing Director and

es to our customers that will make a world

President.

signed a landmark Internet Protocol (IP) ser-

of difference for them.”

vices agreement recently under which Man-

“This agreement is a testimony to our ca-

Pearl-Qatar with the-state-of-the-art net-

nai Corporation will provide end-to-end IP

pabilities as a provider of ICT services,” said

work infrastructure using the latest Metro

managed services and support Vodafone’s

Alekh Grewal, CEO Mannai Corporation.

Ethernet solutions and most advanced

tion, IP support, infrastructure management

UDC Partners With Vodafone Qatar

ship will result in basic telecommunication

and working with Vodafone to provide in-

Vodafone Qatar QSC and United Develop-

needs being met and a network infrastruc-

novative solutions to further rollout new

ment Company PSC (UDC) recently an-

ture which offers label switching based VPN

IT infrastructure. This will include consulta-

As a ‘smart island’ UDC designed the

leading point to point topology., the partner-

products and services to its customers.

nounced a unique partnership that will

services for business establishments as well

Mannai Corporation also will assist in man-

see Vodafone provide total communica-

as high bandwidth providing unprecedented

aging Vodafone Qatar’s internal corporate

tion solutions to the man-made island

connectivity speed for business users.

14

ICTTODAY `10

ICT banking

& finance

James Nelson-Parker, AGM – Operations and Information Technology, IBQ

N

owhere is the impact of ICT

On niche ground growth in the banking population and a

more visible than on banking.

massive increase in volumes of transactions

The entire landscape of the

that diverted from this core relationship for

banking business has changed

many years. Now with the proper imple-

with the way ICT developments have im-

mentation of technology that has automat-

pacted it – from the retail to the wholesale,

ed many of the manual activities – bankers

from payment gateways to internet banking

are now able to return to that original role

– each and every segment of both the cus-

of personal banker.”

tomers’ life as well as the banks’ paradigm have shifted.

Product spread ICT Today spoke to James Nelson-Parker, “ICT developments underpin all aspects of AGM – Operations and Information Technol- the payment space. It is a move beyond ogy, IBQ, on the way ICT has revolutionised cash transactions. their business model.

“This has revolutionised banking over the

“When I reflect on the transformative cycle

last two decades and improved customer

in banking, I believe we are now returning

service and experience immeasurably by

to the old fashioned style of relationship

opening up many portals for payment.

banking where customers used to have

“At the core level, it has allowed banks to

their own relationship managers who knew

track systems more effectively and improve

them by name and was able to offer them a

service delivery at each point.

much personalised service. What happened

“The upshot of this is reduced charges for

in the meantime was that there was a huge

customers, fast turnaround, more access

Nowhere is the impact of ICT more visible than on banking. The entire landscape of the banking business has changed with the way ICT developments have impacted it – from the retail to the wholesale, from payment gateways to internet banking – each and every segment of both the customers’ life as well as the banks’ paradigm have shifted.

By Aparajita Mukherjee

ICTTODAY `10

15

ICT banking

& finance

and control to their funds, and quicker prob-

the modern lifestyle of people in the country.

lem resolution due to data access in real

In addition, you can now use any ATM in

time.

the country or the GCC without charge and

“For IBQ in the last few years, these de-

around the world at a token cost compared

velopments have allowed us to provide a

to what you would have had to pay only a

range of best in class products and services

few years ago.

to our retail customers that have not been available before, particularly in cards and

Internet banking

alternative channels for banking. Overall, it

Internet banking now provides immediate

has allowed us to be able to launch new

convenience as long as you have an internet

products and services at a much faster rate,

connection. “Customers are able to manage

as the underpinning technology and system

and access their money directly along with

ICT development in Debit and Credit cards: EMV technology (Chip and PIN) which

communication is in place. We’ve also been

the ability to make a range of payments

able to run time-limited promotions such as

including same day international transfers.

has been hugely beneficial in the fight

the FIFA world cup travel package and more

Our corporate website also acts as an im-

against electronic fraud. This has pro-

l

liferated very quickly around the world and is seen as a huge step forward

For our alternative channels of delivery this has meant that customers can now bank however they want, whenever they want and wherever they are – whether through SMS banking, Internet banking or ATM. These are strong valid alternatives to branch visits and fits in with the changing lifestyle requirements. People are travelling more and working more flexible or longer hours and need access to their money at different times. ICT has made this possible.

from days of signature verification l

only.

Customers can now access cash or credit line in over 32 million ATMs around the world using their cards and this has swiftly replaced the trav-

l

eller’s cheques.

Flexible platforms for exclusive rewards and offers like our Cash Back

recently, the joint promotion with Qatar Air-

programme for our credit cards that

mediate information portal.

ways providing instant tickets to customers

“Customers can now access content at

is the first in Qatar. In addition, we can now offer year round promotions

who transfer their salary to the bank and

all times allowing for informed decisions

take one of three products.

through online comparisons as well as get-

that are much easier to set up with

“For our alternative channels of delivery,

ting a feel for the bank and its offering.

our reward partners. Examples of that

this has meant that customers can now

“We also see how IVR has revolutionised

has been our credit card merchant

bank however they want, whenever they

telephone banking. Customer can easily ac-

programme that has brought to our

want and wherever they are – whether

cess their banking information safely and se-

customers exclusive offers and dis-

through SMS banking, Internet banking or

curely while still have the ability to talk to an

counts at a host of outlets including

ATM. These are strong valid alternatives to

agent if they want to. SMS banking has also

branch visits and fits in with the changing

been an incredible development, with cus-

lifestyle requirements. People are travelling

tomers now being able to complete a range

now be easily built in such as payment

more and working more flexible or longer

of transactions from their mobile phone, as

options, grace periods, supplementary

hours and need access to their money at

well as receiving instant advices of charges

cards, travel insurance and payment

different times. ICT has made this possible.”

or deposits to their account. Again, this is

protection. All these can be custom

ATMs for example have moved from simple

another field where Qatar is at the forefront

tailored and modified. We are already

cash dispensers and offer a range of servic-

in using ICT. Ultimately, what this means is

working on a range of new services

es including the capability to offer cash de-

ICT is an integral part of everything a mod-

to our debit and credit cards that five

posits. Qatar is leading the way around the

ern bank does. It has become an essential

years ago would have been difficult to

world with this function which compliments

component of providing excellence in cus-

even imagine.

16

ICTTODAY `10

l

retail, travel, dining and so forth.

Additional flexibility and benefits can

ICT banking

& finance

Payment gateways

flexibility and choice at each point.

Customer segment

sary time and effort to understand our cus-

ICT developments can be seen at its

With wholesale and retail customers that

tomers’ needs and also to lead innovation

strongest through the development of

a bank has, the question naturally arises –

through customised solutions and products

real time payment gateways.

which segment has been affected most by

that meet their requirements.

“We are very much participants in this

ICT developments.

“Technology has definitely assisted in this

process and utilise the best of their

“We believe that the change has been ap-

process by providing all our customer ser-

gateways available. The most prominent,

parent in both areas. Given the frequency of

vice advisors with better data and credit

of course, are NAPS for cash withdraw-

transactions at a retail level, it is obviously

history allowing them to provide the right

als and point of sale which translates to

far more reaching for retail customers as

advice during critical periods in our custom-

transactions direct from account; SWIFT

the 24-hour ICT environment has allowed

ers lives including fast approvals, custom-

for facilitating same day transfer of

more flexibility and choice to our custom-

made solutions and flexible options. This

funds around the world; and of course

ers at IBQ. “The wholesale banking has also

can be particularly vital when assisting with

tomer service offering better access, more

customers and build long and solid relationships. At the core of this is the ethos ‘Know Your Customer’. At IBQ, we invest the neces-

the world wide Visa and MasterCard portals which provide customers with global access to funds and added level of security.

“Particular to Qatar is QATCH (Qatar Automation of Transaction Clearing House) which will soon be a new portal for local payments to replace the post

Technology has made it relatively easy to convert information from corporate customers to the preferred format for us. Of particular mention is the extension of the Swift network which has made setting up trade finance transactions much easier and resulted in more accurate, faster and a more reliable service.

dated cheque system through direct debit. This is a much awaited development that will really transform the local payment sphere.

benefited and we’ve witnessed huge devel-

budgeting and planning as well as providing

“Also ECC (Electronic Cheque Clear-

opments in electronic banking, automated

sound investment advice. Technology has

ing) in Qatar is really at the forefront of

payroll, cash service management and

now allowed us to move from focusing on

cheque clearing technology world wide.

transfers. Technology has made it relatively

transaction processing to actually processing the needs of our customers.

In addition, the service has no additional

easy to convert information from corporate

charges as opposed to many other

customers to the preferred format for us. Of

countries such as the UK or Australia.

particular mention is the extension of the

Clutter in retail banking

Swift network which has made setting up

Banks base their business on prioritising

trade finance transactions much easier and

customer experience. It is crucial, nowadays,

resulted in more accurate, faster and a more

to offer reliable, convenient, fast, simple and

reliable service.

cutting-edge banking solutions and servic-

“We, at IBQ, aspire to be the Bank of Choice

es to our customers and that can only be

in Qatar and to that effect we have spared

achieved with the implementation of a high-

no efforts to lead the way in Customer Ser-

ly developed ICT system. “The edge that ICT

vice in Qatar for which we have been rec-

gives is definitely to our delivery of service

ognised in 2008 and 2009 by the Banker

excellence to our customers ensuring speed

Middle East. “Our approach to the business

of delivery, quality of products, product dif-

of banking and to customer service has

ferentiation driven by tailor-made solutions,

been at the core of our success – we work

better access to information and empower-

hard to foster a spirit of partnership with our

ment of customers.”

ICTTODAY `10

17

ICT

RETAIL

Heralding a new era The IT services market is forecast to be the fastest growing segment of the Qatari IT market between 2010 and 2014, outperforming the hardware and software sectors. Indeed, it has steadily increased for the last 10 years. With IT services spending estimated to grow to $165 million by 2014, the next period promises to see more opportunities in sectors other than the oil and gas.

18

ICTTODAY `10

Q

atar may not have the largest

Retail economy: Spreading its wings

IT market in the Gulf, but in

Doha sits close to the top of the list in

2010 it appears better posi-

terms of retail density with 600 to 700

tioned than some other mar-

sq m of retail space per 1,000 people. This

kets in the region to benefit from economic

figure is expected to increase with several

recovery, as per the BMI’s report 2010 on

retail projects expected to add over 1 mil-

the IT sector in Qatar. Despite a decelera-

lion sq m to the market. These projects in-

tion in many market segments in 2009,

clude the $2.5 billion luxury retail plan – The

2010-2014 IT spending CAGR is forecast

Pearl Qatar development. The Pearl is one

at about 10 percent. The IT services market

of the largest projects in the region and

is forecast to be the fastest growing seg-

will offer 200,000 square metres of retail

ment of the Qatari IT market between 2010

space. Other GCC retail players are looking

and 2014, outperforming the hardware and

to enter the Qatari market too, an example

software sectors. Indeed, it has steadily in-

being Abu Dhabi’s Emke Group, which is

creased for the last 10 years. With IT ser-

developing a new shopping mall at Al Khor.

vices spending estimated to grow to $165

The estimated cost is about $138 million

million by 2014, the next period promises

and it is expected to be completed in the

to see more opportunities in sectors other

next 18 months

than the oil and gas. A major thrust as seen

Shopping malls dominate, but Doha’s retail

in the IT services will be in the retail sector,

sector also comprises traditional street-fac-

which is by far emerging as a strong con-

ing retail outlets (primarily located between

tributor to the economy.

A to E Ring Roads) and the Souq area close

ICT

RETAIL

ticles, useful links and monthly newsletters

What experts say...

that will include new business openings and special offers.

“The GCC Retail Industry Report 2010 is

based on a model which projects growth

In Qatar, business continues to boom even

the second report that we have published

in the demand as well as the supply”, says

as many economies around the world are

on the Retail Industry since the launch

Mahboob Murshed, Managing Director at

still struggling. The growth in Qatar presents

of our Industry research services, says

Alpen Capital. He continues, “We estimate

tremendous opportunities for businesses

Sameena Ahmad, Managing Director at

the GCC retail demand growth at a CAGR

here to expand their client base and reach

Alpen Capital. According to her, “The Re-

of 9.5 percent in 2010-12. The report also

new audiences. With increasing market competitiveness, a rich consumer base and

port provides an outlook for the GCC re-

highlights that the non-discretionary re-

tail industry focusing on factors that drive

tail segment would continue to register

high volumes of demand, the retail busi-

revenue and earnings for the industry, as

healthy growth momentum in 2010 while

nesses in Qatar have come of age realising

well as opportunities and challenges.”

the luxury discretionary segment is likely

the need to digitalise in order to maintain

“Our GCC Retail Industry Report 2010 is

to remain subdued.”

the cutting edge.

to the Corniche.

from one to 99 people, operate across all

In another indication of strong demand,

sectors and contribute to productivity at ev-

Business Connect 2010:

existing retail centres are increasing their

ery income level. Success of these enterpris-

available GLA (gross leasable area). Over

es translates into new good jobs, increased

Nearly 200 members of Qatar’s busi-

450,000 sq m GLA of retail space existed in

regional competitiveness, deeper economic

ness community came together on

Doha as of third quarter 2007, according to

diversity, and improved quality of life for all.

March 20, 2010 for ictQatar’s Business Connect Seminar, which focused on

real estate firm Colliers, with approximately

An important step towards this direction

1, 130, 000 sq m GLA scheduled for comple-

is the creation of an interactive online B2C

how information and communication

tion between 2007 and 2012.

and B2B directory – FahrasQatar – launched

technology can help give businesses a

by ictQatar on June 16, 2009. It makes it

competitive edge in today’s global mar-

E-business: Need of the hour

easier than ever before to search for lo-

ket place. Topics covered at Business

In general, the e-commerce activity is low

cal businesses by name, location and other

Connect included the benefits of cloud

in the region as compared to the developed

attributes.

computing, mobility systems in retail and

nations. The principal drivers for business-

In addition, it allows people to rate busi-

mobile commerce, with presentations

to-business (B2B) e-commerce in the GCC

nesses, provide testimonials and engage

from ictQatar, Qtel, Microsoft, Meeza,

are multinationals that require distributors

in discussions about local companies.

Ali Bin Ali Technology Solutions, Doha-

and agents to use online channels. Although

FahrasQatar enables local businesses to

still in its infancy, business-to-consumer

reach potential and existing customers

Sooq, and NTG Clarity Solutions. Khalifa Haroon, CEO of iloveqatar.net and Majdi

(B2C) e-commerce is now gradually taking

through professional and detailed web pres-

Alkhatib, Marketing Executive for Qatar

shape with the development of a few on-

ence. Companies can enhance their online

A to Z, both presented local examples

line portals. Limited e-readiness as well as

profiles to include more than just standard

of how ICT could help grow a business.

deep-rooted trust in traditional buying and

contact information, they can showcase

“Whether you own a small business or

selling methods is seen as accounting for a

product catalogues, include special promo-

work for a large corporation, informa-

restricted B2C e-commerce.

tions and message their customers directly.

tion and communication technology is

ict Qatar’s initiative in fostering a vibrant,

Currently ictQatar is working to grow both

an important factor to consider when

technology-based, informed business en-

the number of businesses included in the

developing your business plan. Technolo-

vironment – particularly for the small and

searchable database and the site’s addition-

gy can improve systems, save costs and

medium-sized enterprises is a welcome

al functionality. In addition to the searchable

provide a real competitive advantage

boost to the country’s retail sector in a digi-

directory and profiles, FahrasQatar will also

when integrated properly.

tal economy. These enterprises, employing

have classified advertisements, business ar-

ICTTODAY `10

19

ict

Photo Courtesy: ArabianEye

education

Charting a new course Information and communication technology has changed the way by which teaching and learning is mediated in the schools and colleges. Rather than just supporting learning, it may be said that the e-media is now driving the essence of education. ict Qatar is working towards equipping school students with e-school bags; these tablet PCs are information packed medium covering various subjects as per Qatar’s curriculum.

C

yber learning, defined as the use

and learning is mediated in the schools and

of networked computing and

colleges. Rather than just supporting learn-

communications technologies to

ing, it may be said that the e-media is now

support learning is projected to

driving the essence of education. ictQatar

have the potential to transform education

iis working towards equipping school stu-

to astronomical proportions, connecting and

dents with e-School bags; these tablet PCs

building communities to develop, share and

are information-packed medium covering

create knowledge. In the current era of in-

various subjects as per Qatar’s curriculum.

formation highways and global consortiums,

It allows the students to digitally share or

ictQatar has achieved great impetus in

edit information and be in continuous inter-

empowering the young generation with

action with their teachers. While students

the most modern tool in the education sec-

can work on these PCs at their own pace,

tor. The educational infrastructure in Qatar

the teaching learning material can also be

is aimed at providing the most advanced

customised by the teacher to suit individual

techniques and technologies to its Net gen-

student needs.

eration students, supporting and enhancing

Sharing his views on ICT-enabled learning,

knowledge through a network of collabora-

Eddie Liptrot, Head Teacher, Doha English

tive communications.

Speaking School (DESS) comments, “Web supported learning provides the student’s

By Shalinee Bhardwaj

20

ICTTODAY `10

Education in the networked world

with a focal point throughout the day. Many

Information and communication technology

lessons start and finish with reference to

has changed the way by which teaching

the interactive whiteboard, which is the

ict

education

class’ shared window to the world-wideweb. A treasure-trove of interactive materi-

Exploring ICT in Education Conference

als is available to stimulate learning, in all

Educators from across Qatar came to-

areas of the curriculum. Through careful

gether on March 27, 2010 for the third

on nine transformative ideas for schools,

preparation, teachers present these materi-

annual Exploring ICT in Education Con-

as they look for real ways to incorporate

als to create content and pace in particular

ference hosted by ictQATAR and College

ICT into the classroom to help students

lessons, across the curriculum. Children re-

of the North Atlantic-Qatar (CNA-Q).

learn. He insisted that the Internet has

spond to the stimuli (e-projects) by work-

Regional and international experts gave

undoubtedly made access to information

ing together, which is important as fostering

lectures and conducted interactive work-

rather easy and fast but this is only a tiny

social communication. Together the student

shops on a range of topics addressing

groups generate a product that is utilised and shared by everyone associated with it.”

The Global Gateway programme of ictQa-

Eddie Liptrot, Head Teacher, DESS

at the Conference and shared his insight

part of the whole educational process. how technology can transform education. “Learning is natural; people learn whatever The conference addressed digital videos, is relevant, important, interesting, contexweb 2.0, Wikis, blogs, robotics, interactive

tual and satisfying. Too often the school is

white boards and other key ICT topics. It

often devoid of such traits”, he quotes.

also featured a series of interactive work-

Dr Stager believes we need to focus

shops that allowed attendees to have

more on the Internet ‘experience’. Those

firsthand experience on some of the lat-

experiences, explains Dr Stager, are the

est education technologies and learn tan-

ones that lead to the largest gains in

gible ways to incorporate technology into

knowledge. Information just fills in the

Qatar’s classrooms.

gaps. Personal computing doesn’t guar-

“ICT is having a profound impact on

antee student involvement. Dr Stager ex-

education. The way students learn, how

plains that if the school expects nothing

teachers teach and how parents engage

of the children, and doesn’t create imagi-

in their child’s education are all impacted

native contexts for them to use com-

by technology. For schools in Qatar to

puters, then computers won’t have an

keep up with these changes and ulti-

impact at all. “Software determines what

mately excel at developing students who

you can do and what you can do deter-

tar, in partnership with the British Council,

can succeed in the emerging knowledge-

mines what you can learn”, explains Dr

connects Qatar’s students and teachers to

economy, successful integration of ICT

Stager, “Children don’t need thousands

an international portal designed to enrich

into the learning process is essential,”

of different software on their computers

the learning experience. Through Global

said Dr Ghadah Omar Fekieh, Manager

to learn, they just need a handful of open-

Gateway, students conduct simultaneous

of e-Education at ictQatar. “We already

ended rich creative tools whereby they

experiments with peers on the other side

have many public and private schools in

can make sense of the data they see and

of the globe. They cooperate on projects, as

Qatar that are doing amazing work with

transform it in ways they never imagined.

well as gain first-hand views on debates and

the help of ICT, such as our K-Net Schools

The emphasis should be on developing

global issues. Teachers can maximise their

and Digital Oasis schools. These schools

students’ skills on how to manufacture

time by using Global Gateway to pinpoint

are excellent models for other schools

an outcome by using the software, and

online resources that are up-to-date and

in Qatar, and this conference will hope-

not memorising the menu options avail-

age-appropriate. Today, Qatar University

fully help inspire all schools here to take

able on it”. Dr Stager’s hypothesis is: a

boasts of a campus that has a 100 per-

full advantage of technology to improve

good prompt, appropriate material, suf-

cent wireless coverage. Muhammad Javeed,

learning.”

ficient time and a supportive culture can

Director Information Technology Services,

Dr Gary Stager from the Constructiv-

Qatar University says, “At our campus, ICT

ist Consortium was the keynote speaker

together help transform learning in ways schools never imagined.

is central to the educational process. Our digital campus creates a student-teacher

cate anytime and from anywhere in order to

enhancing a constructive and collaborative

community that can connect and communi-

develop and share knowledge enabling and

learning atmosphere. “Our e-Blackboard

ICTTODAY `10

21

ict

education

Knowledge Net (KNET)

the process of being uploaded on to this e-resource, which students and the faculty

KNET is a three-way educational por-

other parents specific topics in an online

can access from their workstations. Javeed

tal that connects students, parents and

discussion forum. Parents can also com-

adds, “We are now deploying the lecture

teachers any time of the day or night.

ment and provide feedback about school

capture solution, which is referred to as the

Utilising a unique Learning Management

activities and events.

rewind revolution – the classroom lecture

ers with instructional tools and resources;

Teachers

the students by the evening, facilitating the

System, Knowledge NET provides teach-

is recorded, e-published and is available to

parents with instant access to teachers,

Teachers can access a homepage that

students to review the classroom lesson per

coursework and upcoming tests; and

displays all events, announcements, and

se. This is a synchronised online audio video

students with the ability to communicate

teaching-related links. From the homep-

capture sliced into five minutes slides. The

with peers and submit homework assign-

age, teachers can directly access their

specific content that had been missed can

ments. Knowledge Net improves content

school’s portal without having to login

be re-examined without having to watch

delivery, facilitates accessibility, enhances

again. They can view email and tasks

communication and expedites administra-

from outlook web access and can view

tive tasks. ictQatar rolled out Phase I of

and download resources from a shared

the KNET project to 12 schools in 2006-

document library created by other teach-

2007. During Phase II, in 2008-2009, 25

ers or other education experts.

additional schools gained the benefits of

From the school portal, teachers can

KNET. The goal of Phase III, slated for the

also create and manage learning re-

academic year 2010-2011, is to roll out

sources. By creating an assignment on

KNET to all Supreme Education Council

the assignments wizard, teachers can vir-

and Ministry of Education schools (ap-

tually distribute it to all students. In order

proximately 300 schools) in Qatar.

to advance their own careers, they also can navigate to professional development

Benefits of KNET

courses to download course material.

With a personalised single sign-in and password protection, all members of the

Muhammad Javeed, Director – Information Technology Services, Qatar University

over the entire sequence again. This is parStudents

ticularly helpful to facilitate learning in the

education community (teachers, students,

From a student homepage, children can

second language (English) or in cases where

administrators, and parents) obtain im-

see tasks, announcements, and email.

more technical information is imparted like

mediate, private access to information

They can check class assignments, due

professional subjects – pharmacy, engineer-

and communications applications, allow-

dates, and the status of projects. Stu-

ing or the business school. We use this ex-

ing three-way interactions. Specific ben-

dents can also collaborate from their own

tensively in the teacher-training programme

efits include:

home with their peers. By logging into

so that the interns can review the lectures

the Knowledge Net solution, students

at their ease after the stress of a busy day at the school.”

Parents

can see who is online and access a cen-

Parents can view their child’s assign-

tralised planner with assignments, school

ments and grades. They can discuss with

events, and personal appointments.

Unified Digital Campus In a world driven by technological and information revolution, it is but mandatory that

programme provides teacher-to-student

instructions are put on the digital medium

the institutions develop strategies and plan

and vice versa communication, within the

allowing students a self paced, independent

their resource deployment into evolving a

classroom as well as outside the class-

yet teacher supported learning environ-

technological landscape that help their us-

room. This facilitates a complete electronic

ment that is accessible anytime and from

ers to harness and optimise the power and

learning alliance wherein the lecture notes,

anywhere.” QU has also embarked upon its

capabilities of these new integrated IT tools

projects and reading material, tests, other

e-library project with all its publications in

and systems. Highlighting the crucial role

22

ICTTODAY `10

ict

education

Advanced Learning Technologies (ALT) Centre Cameras: The small and easy-to-

Aquabrowser, provides word clouds for

a CNA-Q entity to procure, research, as-

use video cameras (FlipTM) allows for

students to explore – to expand, or nar-

sess, and evaluate emerging and advanced

alternative and creative assessments

row, their subject searches. It provides

learning technologies with positive impact

of student presentations, performances,

visual images of book covers along with

on student learning as the primary goal.

debates, documentaries, and verbal

book summaries and the table of con-

communication.

tents, very much like Amazon. It auto-

Future ALT projects l Mobile learning

and reference databases so all our re-

The ALT Centre was launched recently as

Current projects l Student Response Systems: Shy students can respond anonymously and easily using the clickers and teachers can make real-time decisions and im-

l

l Video

matically searches our comprehensive (through

mobile

phones) l Digital

readers would allow students to

sources are available to students with one easy search (much like Google). assignment calculator provides

l The

mediately receive formative feedback as

experience text-to-speech technology,

offsite help and support for students

to student learning.

Interactive Whiteboard on demand:

wireless, highlighting and annotating

throughout the entire research process.

passages from the textbook directly,

Everything from keeping them on track

Students can engage with presentation

and storing hundreds of textbooks on a

to meet their deadlines by sending re-

material more intimately with the inter-

minders to providing detailed instruction

active whiteboard being easily set up

single reader. l The creation of customized, interac-

anywhere there is a hard surface with

tive, searchable, context-specific, digital

students actively becoming co-knowl-

learning objects that will be stored in our

edge creators.

PCs with Wireless Projectors:

LMS (Learning Management System)

limited to library hours or the availabil-

that our students could access via their

ity of library staff. Electronic books and

Allows a single student or group of stu-

mobile phones anytime, anywhere.

journals can be accessed and read at

l Tablet

dents to take over the class at any point and to scribe in handwritten form, to

on how to succeed throughout the research, writing and presenting process. and assistance is no longer

l Resources

home; help with writing an essay is one The Virtual Library at CNA-Q

click away, and if needed, they can con-

annotate the tablet screen directly with

The Virtual Library provides information

results being displayed to the rest of the

and resources to students in a clear, easy,

Soon, the Virtual Library will be available

students, and allows for both teacher

intuitive and visual way. l The library’s new catalogue, powered by

through smartphones so it can truly be a

and students to become learners.

24

ICTTODAY `10

tact a reference librarian via e-mail.

global, barrier-free resource for students.

ict

education

played by ICT, Javeed informs, “The My-QU portal acts as a single interface, the onestop shop wherein the students, teachers and staff can login with a single user name and password to access all the available services and facilities at QU. This absolutely negates the need of remembering multiple names and codes making the entire process user friendly and faster. Our student registration and information system is also fully automated. In about two month’s time, we will be introducing the campus card – an e-Card system that facilitates cashless operations and provides for an automated access service within the campus. It will further augment the learning process by allowing admission to students and faculty to ser-

ery corner of the student life, these are the

vices and facilities at times suitable to them.

obvious questions that demand convincing

Also there will be no need to carry cash on

answers. Citing an example, Javeed sees

campus, as the card can be pre-loaded and used for any purchasing activities within the campus.”

Cementing the effectiveness and dependability of ICT in the education environment, Liptrot comments, “ICT is pivotal in managing school administration as well as in the effective monitoring and recording of individual children. The entire administration of the school relies on ICT, from attendance registers to accounting. Databases store information on all aspects of the child’s capabilities and achievements, which can be easily integrated into documents and reports. This enables the teachers and parents to carefully plan the next step to ensure continuity in their journey through the education system.”

Virtual classrooms: A replacement of traditions?

Are the traditional classrooms under threat from the invasion of ICT? Can virtual learning replace the eye-to-eye teacher-student interaction? Is ICT a pathway to socially isolated knowledge islands? With information and communication technology seeping ev-

The My-QU portal acts as a single interface, the one-stop shop wherein the students, teachers and staff can login with a single user name and password to access all the available services and facilities at QU. This absolutely negates the need of remembering multiple names and codes making the entire process user friendly and faster. Our student registration and information system is also fully automated. In about two month’s time, we will be introducing the campus card – an e-Card system that facilitates cashless operations and provides for an automated access service within the campus.

ICT as an augmenting technology and not as replacing the person-to-person interaction, “The situation is comparable to the atmosphere of exhilaration created when you watch a sport live and when you watch it on television or a recording. Certainly recording has its benefits in letting you review the missed moments but it can never replace the tempo build up in a live situation!”

“A unified digital campus or a virtual classroom creates a no struggle environment for obtaining relevant information for all those involved in the process of learning at the same time providing flexibility in time and space. This saving on time and effort is actively put to the constructive development of knowledge and research”.

Reflecting

the sentiment, Liptrot states, “Presently, we are living in exponential times, wherein information and communication systems are more dynamic than ever before. At DESS, we strive and invest to keep on the edge of change. We develop ICT skills whilst never losing sight of the fact that central to progress and, indeed, happiness is the ability of the individual to make connections and get along with other people.”

ICTTODAY `10

25

ict

bloGging

Corporate Blogging: Why and How

C

orporate Blogging refers to a com-

l

blog into a blatant marketing campaign is

blog that it uses to accomplish

a bad idea. Customers are looking for real

business objectives. As with any-

thing, there are certain ‘best practices’ to

Corporate Blogging refers to a company producing or supporting a blog that it uses to accomplish business objectives. As with anything, there are certain “best practices” to be followed to ensure the company reaps the maximum benefits.

`10

answers and honest opinions.

Keep it fresh: Blogs are usually judged by

be followed to ensure your company reaps

their amount of new content. Easy to add on to, they are designed to be updated

guidelines help making your blog a success. l Fine print: Blogging can lead to legal

constantly. To keep your readers coming back, make your content relevant and

issues. Companies should have real con-

timely. Don’t forget, content can include

cerns about liability, exclusions and limita-

anything from product releases to job

tions, and indemnity. Although there are

openings, recent news to thoughts from

laws that protect against libel, misappro-

the CEO. It’s practically impossible to run

priations and other injuries suffered as a

out of material.

Reinforce the company’s core values:

result of posts on the Web, companies

l

ICTTODAY

l

the maximum benefits. The following seven

l

26

Avoid the marketing blog: Making your

pany producing or supporting a

l

can still be held ‘vicariously’ responsible

Use your blog to reflect your company’s

for statements made by employees that

inner soul – its mission, goals, direction.

are harmful to others.

Know what you’re doing: Senior man-

l

Encourage employees to use it: Create an atmosphere where they are comfort-

agement should be educated by the cor-

able asserting their opinions and con-

porate communications and legal depart-

cerns. You’ll be surprised how the quietest

ment about what blogs are and how they

employees will speak up when given such

might affect business.

Create blogging policies: In any medium

an opportunity. With all communication,

where an employee is sharing information,

mind employees of the public nature of

blogging can become negative, so re-

there is the possibility of leaking trade se-

the blogs and the ramifications for their

crets or financial information.

actions

ict

CLOUD

Cloud Computing: A Business C atalyst

C

loud computing is Internet-based

the Internet, based on the cloud drawing

computing, whereby shared re-

used in the past to represent the telephone

sources, software and informa-

network, and later to depict the Internet

tion are provided to computers

and other devices on-demand.

in computer network diagrams as an abstraction of the underlying infrastructure it

It is a paradigm shift following the shift

represents. Typical cloud computing provid-

from mainframe to client-server that pre-

ers deliver common business applications

ceded it in the early 1980s. Details are

online which are accessed from another

abstracted from the users who no longer

web service or software like a web browser,

have need of expertise in, or control over

while the software and data are stored on

the technology infrastructure ‘in the cloud’

servers.

that supports them. Cloud computing de-

Most cloud computing infrastructure con-

scribes a new supplement, consumption

sists of reliable services delivered through

and delivery model for IT services based

data centres and built on servers. Clouds of-

on the Internet, and it typically involves the

ten appear as single points of access for all

provision of dynamically scalable and often

consumers’ computing needs. Commercial

virtualised resources as a service over the

offerings are generally expected to meet

Internet. It is a by product and consequence

quality of service (QoS) requirements of

of the ease-of-access to remote computing

customers and typically offer Service Level

sites provided by the Internet.

Agreements (SLAs). The major cloud ven-

The term ‘cloud’ is used as a metaphor for

The term ‘cloud’ is used as a metaphor for the Internet, based on the cloud drawing used in the past to represent the telephone network, and later to depict the Internet in computer network diagrams as an abstraction of the underlying infrastructure it represents.

dors include the largest IT vendors: Google,

ICTTODAY `10

27

ict

CLOUD

The Qatar Cloud Computing Initiative IBM has announced it is working with six

platform in the Middle East,” said Associ-

universities to leverage IBM Blue Cloud so-

ate Professor Dr Majd F Sakr at Carnegie

A Comparative Picture

lutions to speed up projects and research

Mellon University in Qatar. “This will help

initiatives that were once constrained by

us realise our vision of developing, evalu-

Cloud computing derives character-

time, limited or unavailable resources, or

ating, and extending a cloud computing

istics from, but should not be con-

overloaded IT systems The Qatar Cloud Computing Initiative, driven by three universities, will open its

infrastructure in Qatar to target regional

fused with:

applications and projects to help advance

l Autonomic

research.”

computing: Computer

systems capable of self-management.

cloud infrastructure to local businesses

Among the many anticipated uses of

and industries to test applications and

the Qatar Cloud Computing Center for

complete various projects, including seis-

advanced research include search, data

computing refers broadly to any

mic modelling and the exploration for oil

mining, scientific modeling and simulation,

distributed application that distin-

and gas.

computational biology, and financial mod-

guishes between service providers

One of the first projects to bring cloud

eling and forecasting. In addition, five pilot

(servers) and service requesters

computing to the Middle East, the Qatar

application projects have been identified

(clients). l Grid computing: A form of dis-

Cloud Computing Initiative, is operational and initially located at Carnegie Mel-

to focus on: Seismic modeling and exploration for

l

oil and gas;

lon University in Qatar. Carnegie Mellon University in Qatar, Qatar University, and

l

Texas A&M University at Qatar will collab-

virtual computer’ is composed of a cluster of networked, loosely cou-

l

Arabic language web search engine;

l

Test and migrate various applications

“We are very excited to be working with

using Hadoop/MapReduce program-

IBM on creating the first cloud computing

l

tributed computing and parallel computing, whereby a ‘super and

tions for oil and gas industries;

community of industry experts, researchtion to help solve industry problems.

model: Client-server

Integrated production operation solu-

orate on this environment, along with a ers and clients, to develop a cloud solu-

l Client-server

pled computers acting in concert to perform very large tasks. l Mainframe: Powerful computers

ming methods;

used mainly by large organiza-

Create curriculum to teach cloud com-

tions for critical applications, typi-

puting at universities.

cally bulk data processing such as census, industry and consumer

IBM, Microsoft, and HP along with Amazon

avoiding return on investment risk and un-

statistics,

and VMWare.

certainty), and the services are often cov-

planning, and financial transaction

ered by SLAs with financial penalties.

Economics

According to Nicholas Carr, the strategic

enterprise

resource

processing. computing: The packag-

l Utility

Cloud computing users can avoid capital

importance of information technology is di-

ing of computing resources, such

expenditure (CapEx) on hardware, software,

minishing as it becomes standardised and

as computation and storage, as a

and services when they pay a provider only

less expensive. He argues that the cloud

metered service similar to a tradi-

for what they use. Consumption is usually

computing paradigm shift is similar to the

tional public utility, such as elec-

billed on a utility (resources consumed, like

displacement of electricity generators by

electricity) or subscription (time-based, like

electricity grids early in the 20th century.

tricity. l Peer-to-peer: A distributed archi-

a newspaper) basis with little or no upfront

Although companies might be able to

tecture without the need for cen-

cost. Other benefits of this time sharing-style

save on upfront capital expenditures, they

tral coordination, with participants

approach are low barriers to entry, shared

might not save much and might actually

being at the same time both sup-

infrastructure and costs, low management

pay more for operating expenses. In situa-

pliers and consumers of resources

overhead, and immediate access to a broad

tions where the capital expense would be

(in contrast to the traditional cli-

range of applications. In general, users can

relatively small, or where the organization

ent-server model).

terminate the contract at any time (thereby

has more flexibility in their capital budget

28

ICTTODAY `10

ict

Cloud

Cloud computing users can avoid capital expenditure (CapEx) on hardware, software, and services when they pay a provider only for what they use. Consumption is usually billed on a utility (resources consumed, like electricity) or subscription (time-based, like a newspaper) basis with little or no upfront cost.

Life before and after cloud computing Before: Traditional

like CRM, HR, accounting, and custombusiness

applications-like

built apps. Cloud-based apps can be up

those from SAP, Microsoft, and Oracle-

and running in a few days, which is un-

have always been too complicated and

heard of with traditional business software.

expensive. They need a data center with

They cost less, because you don’t need to

office space, power, cooling, bandwidth,

pay for all the people, products, and facili-

networks, servers, and storage. A com-

ties to run them. And, it turns out they’re

plicated software stack. And a team of

more scalable, more secure, and more re-

experts to install, configure, and run them.

liable than most apps. Plus, upgrades are

They need development, testing, staging,

taken care of for you, so your apps get

production, and failover environments.

When you multiply these headaches

security and performance enhancements and new features-automatically.

than their operating budget, the cloud mod-

across dozens or hundreds of apps, it’s

The way you pay for cloud-based apps

el might not make great fiscal sense. Other

easy to see why the biggest companies

is also different. Forget about buying serv-

factors impacting the scale of any poten-

with the best IT departments aren’t get-

ers and software. When your apps run in the cloud, you don’t buy anything. It’s all

tial cost savings include the efficiency of a

ting the apps they need. Small businesses

company’s data center as compared to the

don’t stand a chance.

rolled up into a predictable monthly sub-

cloud vendor’s, the company’s existing op-

After:

scription, so you only pay for what you

erating costs, the level of adoption of cloud

Cloud computing is a better way to run

actually use. Finally, cloud apps don’t eat

computing, and the type of functionality be-

your business. Instead of running your

up your valuable IT resources, so your

ing hosted in the cloud.

apps yourself, they run on a shared data

CFO will love it. This lets you focus on

Among the items that some cloud hosts

center. When you use any app that runs

deploying more apps, new projects, and

charge for are instances (often with extra

in the cloud, you just log in, customise

innovation.

charges for high-memory or high-CPU in-

it, and start using it. That’s the power of

The bottom line: cloud computing is a

stances); data transfer in and out; storage

cloud computing. Businesses are running

simple idea, but it can have a huge im-

(measured by the GB-month); I/O requests;

all kinds of apps in the cloud these days,

pact on your business

PUT requests and GET requests; IP addresses; and load balancing. In some cases, users can bid on instances, with pricing dependent on demand for available instances.

Architecture Cloud architecture, the systems architecture of the software systems involved in the delivery of cloud computing, typically involves multiple cloud components communicating with each other over application programming interfaces, usually web services. This resembles the Unix philosophy of having multiple programmes each doing one thing well and working together over universal interfaces. Complexity is controlled and the resulting systems are more manageable than their monolithic counterparts

30

ICttODAY `10

ict

tourism

Getting an edge

T

ourism is currently one of the fast-

the economy of a country as a whole. The

est

industry is currently an extremely sensitive

growning

industries

across

the world. It is primarily a service

hybrid industry and incorporates distinct fea-

industry as it does not produce

tures of information society.

goods but renders services to various

Although the core product in the industry

classes of people. It is a combination of

is physical service, which is produced and

various interrelated industries and trade

consumed in the physical world, it is domi-

like food industry, transport industry etc.

nated and achieved though information ser-

It is a complicated business because it in-

vices. The perfect integration of information

volves multiple socio-economic activities like

and physical services is the challenge for

attracting people to a destination, transport-

the contemporary tourism industry across

ing them, housing, feeding and entertaining

the globe. Hence, it is largely an information

etc.

product.

In the process, it brings about tremendous infrastructural improvements and helps in the

ICT and tourism

development of the region. Perhaps tourism

Contemporary information society has made

is one such rare industry, which earns foreign

tourism a highly information-intensive indus-

exchange without exporting national wealth.

try as ICT has a potential impact on tourism

Tourism, like other economic activities flour-

business. The role of ICT in tourism industry

ishes best when it fits into the context of

cannot be underestimated and it is a cru-

general economic policies and programmes

cial driving force in the current information

designed to lead to the optimum growth of

driven society. It has provided new tools and

Tourism, like other economic activities, flourishes best when it fits into the context of general economic policies and programmes designed to lead to the optimum growth of the economy of a country as a whole. The industry is currently an extremely sensitive hybrid industry and incorporates distinct features of information society.

ICTTODAY `10

31

ict

tourism

enabled new distribution channels, thus cre-

Different aspects of industry

Application

Site development

GIS used for identification of Tourist site & Destinations.

distribution of product services and providing

Marketing

Advertisement, promotion

information to consumers across the globe.

Operations

Buying and management of supplies & services

Customer services

Management of customer relationships through booking travel, lodge etc

Monitoring

GIS and GPS is also used for managing and monitoring tourist sites.

ating a new business environment. ICT tools have facilitated business transaction in the industry by networking with trading partners,

On the other hand, consumers are also using online to obtain information and plan their trip and travel. Information is the key element in the tourism industry.

ICT pervades almost all aspects of tourism and related industry. For instance, we depend upon it right from the scratch while identify-

tourist professionals to define the boundar-

ing and developing tourism site and destina-

ies of the proposed tourist site as well its sur-

The role of ICT tools in the industry for

tions itself. The use of Geospatial Information

rounding areas and the communities living in

marketing, operation, and management of

Technologies in the recent years across the

it. It can also get information on roads linking

customer is widely known. Marketing tech-

globe for varied purposes is popularly known

to the sites and availability of other utilities

niques can be more innovative through ICT

and the industry has not been an exception

like water, power, market etc. Such technolo-

tools. The table below reveals the potential

in availing its advantages. It can be used by

gies are also useful for site management and

use of ICT tools in the industry.

Case for applying ICT in tourism IT education and training for policy makers, managers and other players in the industry; l Integration of various sectors like transport, lodge etc.; l Technical Infrastructure; l Human Infrastructure, which includes skilled people, vision and management. l Legal Infrastructure: Regulation of telecommunica n tion providers;

n Subsidies for Internet service

providers;

n Legal framework for online

advertisement or official

endorsement for online

marketing. l ICT culture: Create and sustain ICT n

environment; Maintenance and updation n

of websites; ICT training for all level of n

workers Establish electronic linkages n

between all related sectors;

Transition in the industry Technological progress in the recent decades has made tourisms enterprise across the globe more innovative than even before.

The three important innovations, which have redefined the organisational structure of world tourism industry, are: .Development of the Computer Reservation System (CRS); Development of the Global Distribution System (GDS); and the Internet. GDS refers to the network connection integrating the automated booking systems of different organizations which enables the user to access it through the intermediation of a travel agency. The functioning of these companies depends upon a network of agreements with local partners which ensures access to travel agencies all over the world. Important features include: l Network, which is based on proprietary system accessible only to professional users; l High cost of implementation and maintenance; l Involvement of multinational players (network of hotel chains and airline companies); and l Invisible in the market and unknown to

l

32

ICTTODAY `10

monitoring.

The advantages and evolution of CRS and Internet are well known. Internet strategy has provided all players in the industry an easy access to the end user. Exploitation of opportunities through Internet depends upon marketing, communication, and pricing. the final users as they are not commercial brands. However its non-visibility does pose constraints, as it cannot be the successfully exploited by the end user’s market. GDS technology has also broadened the gap between large and medium or small suppliers of tourist services as the former are more benefited. The advantages and evolution of CRS and Internet are well known. Internet strategy has provided all players in the industry an easy access to the end user. Exploitation of opportunities through Internet depends upon marketing strategy, communication strategy, pricing strategy etc. Direct communication with the clients, which is facilitated by the Internet, has made the industry more effective and efficient.

ICT entertainment

& leisure

Catalysing lifestyle change

A

s a rapidly growing infrastructure,

services introduced for public parks’ goers,

ICT has a come long way to sup-

comes in the domain of the comprehensive

port and propagate entertain-

development that prevails in all aspects of

ment and leisure facilities in Qa-

life that our dear country witnesses these

tar. Today, a leisurely stroll at the Corniche

days under the leadership of His Highness

can also become a laid-back zone of work.

Sheikh Hamad bin Khalifa Al Thani the Emir

With free WiFi Internet access at the Cor-

of Qatar, and Heir Apparent His Highness

niche, the virtual world is only a click away.

Sheikh Tamim bin Hamad Al Thani, Chair-

ictQatar’s website states, “As part of our

man of the Supreme Council for IT.

promise to help connect people to one another and to the world, ictQatar and the

Basis of a modern society

Ministry of Municipality and Urban Planning

“Communications and Information Technol-

have made three parks in Doha completely

ogy is a continuation of the great efforts

wireless. Anyone visiting one of these lovely

that the government exerts for building up

parks – Sheraton, Rumailah and Dahl Al

a modern society in which all citizens are

Hamam – can send e-mails, shop online,

the focus of care and interest, and serving

surf the internet or chat at no cost. We look

them is the main objective towards which

forward to seeing residents, visitors and

we all aspire to achieve,” said the Minister

tourists enjoying the outdoors while remain-

of Municipal Affairs and Agriculture at the

ing connected to friends, family and work.”

launch of the initiative back in 2007.

The provision of accessing free Internet at

The launch of this project, which is a great initial step for promoting the level of services introduced for public parks’ goers, comes in the domain of the comprehensive development that prevails in all aspects of life that our dear country witnesses these days under the leadership of His Highness Sheikh Hamad bin Khalifa Al Thani the Emir of Qatar, and Heir Apparent His Highness Sheikh Tamim bin Hamad Al Thani, Chairman of the Supreme Council for IT.

Through such efforts, ictQatar focuses on

parks is part of ictQatar’s ‘iPark’ initiative.

its commitment to connect Qatari people

“The launch of this project, which is a

to one another and to the world as well as

great initial step for promoting the level of

availing this service to visitors and tourists,

ICTTODAY `10

33

ICT entertainment

& leisure

ictQatar has recently signed a partnership agreement with Eutelsat to invest in and operate a new high-capacity satellite. This partnership will enable both partners to respond to the fastest-growing applications in the Middle East and Africa, including video broadcasting, enterprise communications and government services.

A Case Study:

ICT application in Taiwan’s cultural industry

according to Dr Hessa Al Jaber, ictQatar’s

Hand puppet shows (called ‘budaisi’ in

of the Huang family in Yun-lin County have

Chinese) are a traditional form of enter-

transformed the puppet theatre from a

ictQatar connects people to technology

tainment that has been popular in Taiwan

traditional art form into an international

that will enrich their lives. It works hand-in-

for more than 200 years. It is believed

entertainment industry.

that glove puppetry was first performed

Secretary General.

hand with the Ministry of Municipal Affairs and Agriculture and private sector to plan

on stage in China in the early 1300s.

ICT’s role

and develop internet parks and provide ad-

Large numbers of Han Chinese began mi-

50 years ago, puppet theatres only per-

vanced services that support the overall de-

grating to Taiwan from Fujian province and

formed in villages and local temple pla-

velopment initiatives being witnessed and

Guangdong province in the early 1600s,

zas. The puppet show was first aired on

drive economic growth.

bringing this folk-art form with them. Tai-

TV in 1970. After the PiLi Cable Channel

Barring Internet access in parks, ICT’s

wan remained a typical agriculture society

began in 1988, the Huang family entered

role in online bookings and ticketing for

until the 19th century and, in most areas,

the field of film production and distribu-

entertainment purposes has also increased

puppet theatre was the most popular form

tion, which led to a series of revolutionary

greatly in the recent past.

of entertainment. Taiwanese hand puppet

cross-business, cross-media achievements

Show timings for movies can be checked

shows are still a very popular form of tradi-

by the PiLi Puppet Theatre. Located in

online though it is still not possible to buy

tional street entertainment, and shows are

Yuen-Lin County’s Hu-wei area, the three

movie tickets online. However, if one needs

often the main event at local festivals.

production studios of the PiLi International

to catch a game of football or motor sport,

Two famous exponents of this popular art

Multimedia Company cover over 9, 000

tickets for such are sold online. Once pur-

form are Li Tian-lu and Huang Hai-dai. The

sq m and are designed solely for filming

chased, even desired seats can be chosen

Yi Wan Ran Hand Puppet Troupe, founded

the company’s puppet show. The facil-

by the customer online.

by the late Li, combines classical Chinese

ity is the largest puppet show production

ictQatar has recently signed a partnership

music, traditional Chinese Kungfu, and

centre in the world. Because of the strict

agreement with Eutelsat to invest in and

poetry. Huang Hai-dai’s troupe, Wu Jhou

production standards, equipment and film-

operate a new high-capacity satellite. This

Yuan, was founded 70 years ago and has

ing techniques are under constant review.

partnership will enable both partners to re-

been the inspiration for a recent upsurge

Produced with single-camera film produc-

spond to the fastest-growing applications in

of interest in the traditional art form, with

tion, cut-and-splice technology, and heavy

the Middle East and Africa, including video

over 200 hand puppet troupes now per-

animation, these dazzling battle scenes

broadcasting, enterprise communications

forming all over Taiwan. The late Huang

and amazing displays of magical power

and government services. The television

brings new ideas to Taiwanese hand pup-

make a fantastic world of martial arts

market will, in particular, benefit from the

petry, innovating puppet designs, special

take shape for audiences, creating a new

installed base of more than 13 million satel-

effects and storylines. Three generations

era of ‘high-tech’ glove puppetry.

34

lite homes already equipped for Direct-toHome reception from this neighbourhood

ICTTODAY `10

ict

health

Digitising Healthcare

I

mproving the health of individuals

between its customers and the providers

and communities, and strengthen-

through ICT?

ing health systems, disease detec-

HMC is the largest public sector health care

tion and prevention are crucial to

provider in Qatar. It is important for an orga-

development of a country. ICT has the po-

nization like HMC to maintain a close rela-

tential to impact almost every aspect of the

tionship with its customers that is based on

health sector. In public health, information

trust, cooperation and care. HMC has identi-

management and communication process-

fied information technology as an important

es are pivotal, and are facilitated or limited

tool in maintaining and expanding this re-

by available ICT. In addition, beyond the formal health sec-

lationship to more than what conventional methods allow. As part of the Corporation’s

tor, the ability of impoverished communities

IT strategy, specific tools and services are

to access services and engage with and

planned that will support communications

demand a health sector that responds to

efforts – both internally as well as externally.

their priorities and needs, is importantly in-

One of the key tools in planning is a dedi-

fluenced by wider information and commu-

cated patient portal that enables them to

nication processes, mediated by ICT. ICT Today talks to officials at Hamad Medi-

the comfort of their homes but also able

cal Corporation (HMC) to find out about

to view and book an appointment. This

their e-strategies.

highly sophisticated tool will allow patients

How is HMC trying to bridge the gap

approach and empower them to take more

not only view their healthcare record from

ICT has the potential to impact almost every aspect of the health sector. In public health, information management and communication processes are pivotal, and are facilitated or limited by available ICT. In addition, beyond the formal health sector, the ability of impoverished communities to access services and engage with and demand a health sector that responds to their priorities and needs.

By Sindhu Nair

to benefit from a more flexible healthcare

ICTTODAY `10

35

ict

health

HMC’s IT strategic plan addresses a comprehensive delivery mechanism; ICT Services includes systems, governance and service management aspects..

ICT in Health: Crucial Numbers

structure to healthcare professionals than privately run clinics and hospitals; about

is better equipped to provide ICT tools and

95 percent of all physicians and 78 per-

infrastructure than privately run facilities.

cent of nurses have Internet connection at

All told, nearly 70 percent of health pro-

work in government hospitals.

fessionals in Qatar have Internet access at

These services will be further developed and

work.

the impact it may have on people’s lives.

ernment hospitals provide better ICT infra-

The government-run health sector in Qatar

control over their own health planning. enhanced based on customer feedback and

of Q3 2008. This study indicates that gov-

Health centres are just as well equipped as they provide 95 percent of physicians

Of Qatar’s healthcare providers, 15.6

and 78 percent of nurses with Internet ac-

percent have health related websites

cess. In comparison, slightly more than half

and only 3.1 percent offer transactional

of physicians and 12 percent of all nurses

How much does the healthcare industry

services – compared to a community of

employed by private clinics have Internet

spend on IT?

healthcare professionals and residents

access at their workplace.

HMC invests a high percentage to fund its IT

who are proficient in Internet use. This

About 89 percent of health centres in

strategic programme. Given that there are

suggests that Qatar focuses on e-Health

Qatar are connected to the Internet, with

more than 15, 000 employees within the or-

services to link patients with healthcare

government hospitals following closely at

ganization, the IT support requirements are

providers and services. Nearly 76 percent

87 percent. In comparison, 34 percent of

considerable. The strategic focus that HMC

of physicians in Qatar were connected to

all private clinics in Qatar have Internet

is making is significant and the programme

an online health professionals’ network as

access.

receives high monetary attention for its IT spending.

How will ICT help HMC in providing ser-

What are the plans for expanding the

grievances?

ictQatar is working closely with the

services in the coming years?

As part of the information technology

Supreme Council of Health and HMC to

offer better care to customers.

vices and also for customer care and

HMC’s IT strategic plan addresses a com-

strategy, HMC has planned to make IT an

implement a national e-health strategy

prehensive delivery mechanism; ICT Ser-

essential part of its service delivery fabric.

that will allow for a coordinated health-

vices includes systems, governance and

The organization’s vision is to modernise all

care system in both primary and sec-

service management aspects. The services

clinical and non-clinical activity by applica-

ondary care. This was what ictQatar had

will also provide information systems for its

tion of information technology. While the

mentioned some months back. What is

clinical decision support, business manage-

comprehensive clinical information system

the status on this now?

ment and clinical imaging.

will support and enhance care delivery di-

Supreme Council of Health (SCH), in col-

Furthermore, the services will be managed

rectly, ancillary services such as pharmacy

laboration with ictQatar, has launched an

using a structured process management

and laboratories will also benefit from state

e-Health Strategy with an associated work

scheme such as ITIL (IT Infrastructure Li-

of the art systems and tools, making HMC a

programme.

brary) to address the challenges in providing

truly digital hospital.

This is inline with the nation-wide goal to

effective services. The new services will also

Customer experience and satisfaction is

digitise many of the daily government func-

provide significant improvements to the cur-

kept at the heart of this modernisation ef-

tions – both for the benefit of the residents

rent IT infrastructure. A key focus for HMC’s

fort. Incorporating the philosophy of ‘right

in Qatar as well as for the government from

plans to improve the quality of care for its

information for the right patient at the right

a planning perspective.

patients and customers is the development

time’, HMC is confident that it will continue

The programme has now been taken on

of digital record keeping which is essential

to achieve excellence in healthcare, educa-

board by the SCH, who will be responsible

to more effective future planning and en-

tion and research.

for revising and initiating the programme

ables the introduction of special healthcare

The essential aspect regarding ICT is to

plan. The programme planning is designed

programmes that are based on qualitative

provide the support to doctors, nurses and

to be completed in stages, with the first

information.

allied health professionals to enable them to

stage already active

36

ICTTODAY `10

the PlAYers

aba

Heralding a New Era

of Communication & Technology

W

ithin the ABA ICT stream

customers confidence in their purchase and

there are four divisions

helps them enjoy their products more. What

that operate in different

this means is that iSpot showrooms are the

areas of technology, pro-

best places in Doha to test drive any Mac

viding cutting edge solutions, products and

product and see for oneself the latest Ap-

services to internal & external customers.

ple products. It’s also the optimum place to

These are Ali Bin Ali Technology Solutions,

get expert advice if you’re a business or a

Columbus IT Qatar, Group IT Division and

professional user wanting to do more with

iSpot. The four divisions within the ICT are

your Mac.

unified through one vision and that is, “To Be recognised Beyond the Boundaries of Excellence in ICT services”. iSpot, a part of the Ali Bin Ali Group in Qatar has been a catalyst of Apple technology in the market for the last two years. Since the launch of iSpot two years ago, the brand has gone beyond the retail channel to successfully become the

Q A

showroom in Wakra we are now able to iSpot celebrated two years recently.

reach more people since we have become

How significant has this been for

easily accessible. The new Wakra Showroom

the company?

has all the latest Apple products including

We are extremely happy and excited

the iPhone, the full range of Apple Mac

that iSpot is now two years young.

computers and a wide range of comple-

On its 2nd anniversary, we celebrated by

menting third party Software products and

opening a third showroom in Qatar at Wa-

accessories.

leading Apple Store and solution provider

kra, to bring us closer to our customers. This

for corporate and educational institutions in

is a major milestone for the company. The

Qatar. Mohamad AlEbrik, the COO of Ali Bin

success at iSpot has come in many forms.

Ali Group / ICT stream of business, speaks

Our customers have been the centre of this,

of the successes iSpot has had over the last

with the trust they have always placed in

two years and its plans for the future.

our products and services. It is they who set

Q A

Mohamad AlEbrik- Chief Operating Officer (ABA Group /ICT )

the benchmarks for us to reach. Finally, it’s

Q A

What are the new lines of business iSpot has introduced to its offering?

While strengthening our position as

the most preferred premium reseller

in Qatar, iSpot has also concentrated a lot

on other areas of engagement over the last

What has been the difference in iSpot

our team that has made sure all this be-

two years apart from retail. Education is one

compared with the competition?

comes a reality by putting in extra efforts

such area. iSpot is an Apple Solution Expert for the

iSpot’s passion for Apple products

with their passion and dedication to live the

and the Apple lifestyle means that

iSpot dream. We plan to go beyond this and

Education sector and we have been able

we continually try to understand customer

will be launching several specialised servi-

to add value to many educational institutes

requirements and based on these, offer

ces such as Trade In Program and Refurb

in Qatar and have become the preferred

products and services to fulfill those needs.

Machines and other specialized technical

partner to many and are leading in market

iSpot’s customers want more than a tradi-

services to the market this year. We want

share. iSpot is also starting to mark its pre-

tional retail experience, they love to fall in

to be different and to offer a unique service

sence in the distribution channel.

love with their purchases. Which means we,

experience to customers at all times.

We are the exclusive distributors for Case

as professionals need to help them make the right choices about what products they buy. iSpot delivers support and installation advice, and conducts training and offers specialist software expertise which gives

38

ICttODAY `10

Q A

Mate covers and Altec Lansing Speakers in What was the strategy of iSpot in

Qatar.

opening a showroom in Al Wakra ?

We both sell these products in our stores

iSpot believes in enabling people

and distribute these to all hypermarkets and

with technology. By opening a new

key resellers in Qatar.

the PlAYers

aba-It

Aligning Business & Technology Objectives become the backbone of the operation. In order to enhance and support this requirement, the team implemented Unified Communication platform across the business and it’s people.

L-R: Youssef Moussa, General Manager (ABA Group IT), Mohammad Nayel, General Manager (ABATS), Mohamad AlEbrik AlEbrik, Chief Operating Officer (ABA Group /ICT ), Deepak David, Country Manager (Columbus IT Qatar), Venkatesh Sridhar Sridhar, Division Manager (iSpot)

T

Q

As a group support system, how do you and your team deliver on dif-

ferent requirements that come from the he Ali Bin Ali Group is a privately

always worked towards having in place

owned company, established in

what we need to deliver the best customer

1945 with the vision to provide

or partner experience to people who we

quality

work with. The IT division within the group

international

products

many divisions Ali Bin Ali has?

Being a part of a large group that

A

has businesses in many areas, we

need to be proactive. Yes, this is a challenge

and services to the people of Qatar. Today

was created with the vision of making ABA

but we have overcome this by having a

the Group is one of the largest retail and

Group a leader in the effective use of tech-

team of IT professionals who have diverse

distribution companies in Qatar and has a

nology to improve business operations and

techno-functional expertise. For example

long-standing history of successful partner-

provide better services to customers. The IT

ABA Group has a strong retail presence and to cater to demands of this business we

ships with the world’s leading brands across

strategy aligns with and supports the strat-

a diverse range of business activities. The

egy of the Group, which, in turn, aligns with

have individuals who are trained and certi-

Ali Bin Ali Group is committed to the long-

the group’s vision and strategic Plans.

fied in technologies that are the backbone

term development and strategic growth of the Group. The Group’s mission is to be the partner of choice for its customers, its suppliers and the internal stakeholders. Youssef Moussa, General Manager of IT at Ali Bin Ali Group speaks of the plans the Group has.

Q

Q A

of retail business.

What has been the most strategic infrastructure project your division

has implemented within the group?

One of the major projects last year has been the implementation of a

state-of-the-art data centre. This is literally

How has Ali Bin Ali Group leveraged

our command centre for the whole group

Q A

Do you do internal software development as well that helps the Group

manage their processes and initiatives?

The IT division has two areas of engagement, firstly the Infrastructure

area that deals with the networking, data

it self and gained a competitive

that supports all divisions of business and

centre, communications systems, etc. The

edge in the market through technology

employees that are geographically spread

other area is the Enterprise Applications,

adoption.

Ali Bin Ali Group is a 65-year-old es-

across Qatar and overseas. This high-rated

for which we also have a dedicated team

data centre is equipped with the best and

of professionals that manage the group da-

tablishment, and has grown through

latest server technology. Through our in-

tabases and also do ongoing developments

many phases to what it is today. To reach

ternal expertise and backed by the multi-

for it.

to where we are today newer technologies

national partnerships we have, ABA Group

Having dedicated teams for Infrastructure

and processes have been introduced at cru-

was able to achieve this milestone within

and Applications help us to keep abreast

cial periods. However over the last 15 years

a very short period of time. Considering

with the highly dynamic and varied business

the technology adoption has obviously been

the growth the group has gone through

environments ABA Group has and to deliver

aggressive within the Group and we have

over the last few years, communication has

the needs to enable business continuity

A

ICttODAY `10

39

the PlAYers

abats

Empowering Innovation

A

li Bin Ali Technology Solutions

Centre, unified communications, multi branch

er engagement we have with our customers,

(ABATS) is a subsidiary of Ali Bin

high-speed connectivity, back office ERP and

we make sure that we empower them. The

Ali Group and is one of the lead-

CRM applications, top-notch communication

managed services are the ideal platform for

ing IT services companies in Qatar.

infrastructure, etc.

SME customers who need to focus on their

An integrator of competitive, innovative turnkey business solutions and services based

on Information and Communication Technology, ABATS has within its ranks the best the industry can offer. The company boasts an unrivaled expertise across a range of verti-

Q A

core business and leave their back-end infraHow can tailor-made ERP solutions change the reality in businesses in

Qatar?

It has already changed organizations do business in many markets in the world.

structure management to us.

Q

Clients

are

getting

increasingly

sophisticated when it comes to

expecting service from IT solutions

We just need to plan it right, educate our

providers. What degree of support do

the partnerships it has forged with leading

customers, and have ownership for it to work.

multinational technology companies and

Many multinational technology providers also

you provide your clients?

Business engagements usually depend

cal industry sectors. ABATS takes pride in

these partnerships helps to deliver innovative

have changed their attitudes and even tailor-

solutions and services that add real business

made their software and applications to suit business needs. Even though, all the right

value to clients.

A

on trust in the partner’s capabilities.

Knowing the need for organizations to radi-

cally focus on their core businesses and their

ABATS believes in giving the right technol-

elements are there, such as technology, busi-

tendency to pass the internal ICT burdens

ogy for the right purpose at the right time

ness opportunity, Clear Return of Investment,

and complications to specialised third parties,

and at the right price. The Company believes

and the right vendors, unfortunately there is

we established a state of art Service Cen-

in making businesses and institutions they

not enough education to see the business

tre that aims to service our customers 24x7.

serve high performing businesses through

opportunity. The first impression is that it is

This around the clock centre is well equipped

our intervention.. Mohammad Nayel, General Manager of Ali Bin Ali Technology Solutions

complicated and expensive. Organizations, – beside the top technology infrastructure – with professional teams of helpdesk agents, both large and small need to have a culture

speaks of his company’s vision and how well

shift in technology and their mindset needs

support engineers, technicians etc. We made

they are geared to take on the challenges.

to be rectified. Though not an easy ride, it is

sure that our service centre is fully complaint

a reachable aim, with a bit of determination

with ITIL certified delivery processes, starting

Q

How has automation helped you leverage growth and solve problems?

Any figures on how much adoption of cutting edge technology affected your revenues and operations?

ABATS is a provider of innovative tech-

A

nology solutions to its customers in the

and the right education.

Q A

from incident management to problem management, change management procedures

What has ABATS done differently to

and so forth. ABATS has also implemented

empower the SME sector in Qatar?

a state-of-art Service Desk application with

ABATS has invested people and infra-

a Customer Portal that enables them to use

structure into this area. We have a spe-

it remotely to log their incidents, follow up

cialised SME offering that caters to the needs

on status, and have comprehensive statistical

market. For that, we are not only believers in

to the SME market in Qatar. Whether they

reports and dashboard that evaluates ABATS

technology, but also one of the early adopt-

need Point of sale, CRM, Hardware or Net-

services performance to them as well as the

ers of it. This can be witnessed in several as-

working requirements ABATS is able to give

customer’s own performance.

pects either at company level, or moreover

tailor-made offerings. ABATS also has gone a

Our customers enjoy today Service Level

at Group level. Some of our newest initiatives

step further and introduced a Managed Ser-

Agreements with ABATS with unbeatable

have been cutting edge technology. Data

vices Offering to SME customers. In whichev-

performance levels.

40

ICttODAY `10

the PlAYers

aba-ColuMbus It

Implementing world-class industry solutions

C

olumbus IT operates in 30 countries, has over 1,100 employees, provides 6,000 customer hours

USP in Microsoft Dynamics Empowers Confident decision mak-

work like and with the tools they use

Microsoft Business Solutions for over 19

ing with the introduction of the Role

everyday MS Office. As individuals

years. It has the best track record in the

Tailored Client empowers your staff to

and team members, your employees

industry, with over 5,000 successful imple-

quickly access the specific information

mentations in 101 countries. The project

they need perform their daily duties

leaders and consultants are IT experts as

and to make changes affecting broad-

well as former employees in the industry.

er organization; Familiar to the people: Provide them

every day, and has implemented

Columbus provides advices where needed,

l

l

with the business software tools that

advice, keeps promises, and builds long-

l

can do their jobs and surpass goals; Fuels business productivity which takes your people and your process to the next level of performance;

l

Fits into your already in place Microsoft stack of products.

lasting relationships. Columbus IT found the way to help make companies become more

serving a few of these companies who put

value for their investment, which we believe

efficient and profitable. As the discoverer

their investments in the Microsoft Dynam-

is the corner stone for any successful ERP/

said, “It’s easy to guide the way once you

ics range of products. It has always been

CRM implementation. The important ques-

know how”.

a strategy for Columbus IT to have a local

tion corporate should ask themselves while

Columbus IT Qatar (CITQ) is a joint venture

presence in the country where we operate

implementing a business solution is not how

between Columbus IT and Ali Bin Ali Group

from, and this saw Columbus IT expanding

much the product offers, but how much of

Qatar.

to Qatar. Today CITQ is a local entity in Qa-

the product would they use. With our cus-

Deepak David, Country Manager for

tar with a joint venture with Ali Bi Ali Est.

tomer focused approach and the rich func-

Columbus IT Qatar speaks to ICT To-

This local presence gives us a ‘Globally Local’

tionality, user friendliness and adaptability

day of the vision CITQ has for Qatar in

identity. Our global expertise, coupled with

of the ERP & CRM products of Microsoft

implementing Microsoft Dynamics in the

the local office enables us to give the best

Dynamics, our offering to the local market

enterprise sector.

to our customers in Qatar.

becomes unique.

Q A

Q A

Q A

What was the driving factor of Columbus IT expanding its business to

Qatar?

With many international players in ERP and CRM sector, what makes

the offering of CITQ different?

Columbus IT always had a strategic focus on the Middle East market spe-

cially the markets in the Gulf region. Having

Yes, there are many international players in Qatar and most of these

players are regional who have entered Qa-

What do you in your opinion believe the role Microsoft Dynamics can

play in the enterprises in Qatar?

Microsoft is one among the very few global ERP vendors that has a very

strong local presence with a local office in

built our strong presence in the United Arab

tar during or as an aftermath of the finan-

Qatar when compared to most vendors op-

Emirates and the Kingdom of Saudi Arabia,

cial crisis. We, as Columbus IT have been

erating from other countries. The key in the

our entry to Qatar was an important mile-

operating and serving customers in Qatar

dynamics range of products is the ease of

stone in our presence to this region. Qatar

from before this time. Our offering to our

use and the familiarity to the staff. With a

has lot of multinational companies operat-

customers are a globally local identity which

very user friendly and familiar user interface

ing from the Emirate and even before estab-

none of our competitors can today offer.

users find it very easy to navigate within the

lishing an office in Qatar, Columbus IT was

Our approach is to show our customers a

product

42

ICttODAY `10

the PlAYers

CMu-Q

In a league of its own Q

Dr Robert Monroe, Associate Dean, Carnegie Mellon Qatar & Associate Teaching Professor of Information Systems

E

ICT is one of the biggest pillars of development for any country. What

not immune from global economic swings, the continuing growth of the Qatari econo-

A

very visible IT development efforts.

These include the ongoing growth of QTel, tv, internet and other services.

hands to leap-frog the nation

Providing very broad availability of internet and communication connections is funda-

2030. CMU-Q is at the forefront

mental to a country’s ICT development.

CMU.

dampened investment in ICT through-

out the world. Although Qatar is, of course,

is Qatar doing in terms of the ICT devel-

on its way to achieving Vision

of the initiative. Quality is synonymous with

The global recession has severely

opments of the country?

Qatar is making quite a few large and

and their introduction of voice, data, mobile, ducation and ICT have joined

A

In addition to the substantial investments that QTel (and now Vodafone) are making

my has encouraged many companies working here to continue to invest in their ICT capabilities.

Q A

What, according to you, would be needed to sustain the initiatives

that have been taken in ICT in Qatar?

The investments that Qatar has made in education and ICT infrastructure are

just beginning to pay off. The true payoff will

And remaining true to that, CMU-Q has

in the country’s ICT infrastructure, the Qatar

likely take a couple of decades to come to

three distinctive values – to deliver distinc-

Foundation is investing substantially in train-

full fruition, however.

tive, first-quality education; to foster research,

ing Computer Scientists, Information Sys-

The educational reforms made today will

creativity and discovery; and to benefit from

tems experts, and technology entrepreneurs

strengthen the capabilities of high-school

the new knowledge created on campus to

through their partnership with Carnegie

and college graduates for decades to come.

serve society.

Mellon University at Education City.

When these students enter the workforce,

Consistently top ranked, the University has more than 11,000 students, 75,000 alumni

Q

and build on the investments being made How has the thrust on ICT by the

today in ICT infrastructure throughout Qa-

State impacted the way education is

tar, they will have the capabilities, and the

values of innovation, creativity, collaboration

going in the country? Is it adequate and

environment, to build a thriving knowledge-

and problem solving provide the foundation

what more needs to be done?

One of the biggest challenges for edu-

based economy.

and 4,000 faculty and staff globally. Core

for everything they do. At the invitation of Qatar Foundation, Carnegie Mellon joined Education City in 2004. Here, Qatar Founda-

A

cation that any country trying to build

its ICT capabilities faces is ensuring that

Q

What are two crucial things that Qatar needs to do in order to percolate

tion created a unique centre for scholarship

students who complete a K-12 education

the vision that the leadership has in the

and research that is the ideal complement

in the country finish their studies with the

to Carnegie Mellon’s mission and vision.

math and science skills needed to complete

domain of ICT? The most important thing that Qatar

Students from Qatar and 30 different coun-

rigorous college-level programmes in the

tries enroll at their world-class facilities in

field. The Qatar Foundation has been a great

A

needs to do to reap the rewards of

their ICT and education investment is to

Education City. Dr Robert Monroe, Associate

partner for Carnegie Mellon to work with to

stay the course and continue to support the

Dean, Carnegie Mellon Qatar & Associate

train world-class Computer Scientists.

good work that has gone before. It can take

Teaching Professor of Information Systems talks about the ICT thrust in Qatar and what more needs to be done to sustain it.

Q

decades for the full benefits of educational Has recession impacted investments

reform and technology infrastructure and

in ICT worldwide and in Qatar?

research investment to pay off

ICttODAY `10

43

the PlAYers

GbM

Partner with a long-term vision

F

ounded in 1990, Gulf Business

can boast of. We represent IBM here in the

Machines (GBM) is the leading

region. We are also a partner with Cisco in

IT solutions provider in the re-

their networking solutions. Thus, we have

gion fulfilling the IT requirements

strong credentials to back us, in addition to

of local, regional and international organisa-

our long-term interests in the business and

tions in the GCC. A spin-off from IBM, GBM

the country.

is the sole distributor for IBM – excluding se-

We are growing fantastically, both in terms

lected IBM products and services – through-

of the people we employ, which currently

Massimo Bonciani, General Manager, GBM

out the GCC, except for Saudi Arabia. GBM’s momentum was further enhanced in 1999,

stand at 1, 000, in the six GCC countries

when the team secured the Cisco portfolio.

and Pakistan. In Qatar, we are 200 people

GBM now holds the highest level of recogni-

strong, which more than doubled in just two

tion in the region from Cisco, Gold Partner,

years. This, in itself, is an indication of the

in addition to the Cisco Learning Partner

quality of business that we are doing here.

status. Today, GBM is one of the largest IT

We are an end-to-end IT solutions provider,

solutions providers in the Middle East, with

which means that we provide the entire

more than 700 highly skilled IT profession-

gamut of solutions to a client, right from the

als and with more than 20 solid strategic partnerships forged with internationallyrecognised IT solution providers.

GBM’s experience and expertise span among multiple sectors and particularly eGovernment, Banking and Finance, Telecommunications, Retail and Oil. Believing in the importance of being where its customers are, GBM today has offices in the UAE (Abu Dhabi, Dubai and Sharjah), Bahrain, Kuwait, Oman and Qatar, as well as in Pakistan.

Massimo Bonciani, General Manager, GBM tells ICT Today about the business solutions that the company has and what 2010 portends for the company in terms of business.

Q A

Tell us about the business solutions that IBM offers in the region.

The company has been here in Qatar

The company has been here in Qatar for the past 20 years which shows our long-term commitment to the nation, something which very few other companies can boast of. We represent IBM here in the region. We are also a partner with Cisco in their networking solutions.

Thus, we have strong credentials to back us, in addition to our long-term interests in the business and the country.

time he buys our products to the time he fully operationalises them. That is what the customers need.

Q A

What special do you offer to large enterprise and Government?

This segment comprises around 50 percent of our service profile. The solu-

tions are mostly tailored as per their needs.

But one thing that remains constant is our

end-to-end business model.

Q

How does the business scenario look like in 2010? How big a business

case is Qatar for you? Where do you see the market going here?

We have just not been touched, hav-

A

ing grown by 17-20 percent through-

out both the crises – the global meltdown

for the past 20 years which shows

as well as the Dubai debt crisis. I do not see

our long-term commitment to the nation,

a drop in demand and for quality, there are

something which very few other companies

buyers always. Our focus is to achieve more

44

ICttODAY `10

The Players

GBM

In Qatar, with the economic boom, there is a real vision that goes with the boom and that’s the reason the country’s positioning is very apt, with big projects, which means a huge business case for companies like GBM which have business solutions throughout the process spectrum.

growth is grabbing market share in each of our lines of businesses.

And with business that is gradually becoming mature, which implies that customers are increasingly looking for business solutions from varying spaces – consultancy, design, implementation, etc., customers need a real partner throughout the process.

In Qatar, with the economic boom, there is a real vision that goes with the boom and that’s the reason the country’s positioning is very apt, with big projects, which means a huge business case for companies like GBM which have business solutions throughout the process spectrum.

That makes the country a very potent business case, testimony of which are the 200-plus big customers that we have in the we reach through various other ways, main-

GBM’s service snapshot:

ly the SMBs.

Professional Services: GBM Professional

country, with around 1, 000 others whom

are able to deliver large, complex, mission

For instance, our Professional Services

Services comes to the fore by offering

critical Emerging Network Technologies

Division has the consulting capacity to pro-

true-blue consultancy on IT in business.

and IT infrastructure solutions.

vide our customers to implement a project

This is achieved by providing counsel on

across a large number of issues so that

methods for the effective, efficient imple-

Integrated technology solutions: Inte-

they can come about with a solution that

mentation of IT solutions and services

gration of the best of breed in product

fits them. Many a times, we even give HR

through a team of highly-skilled consul-

and skills is at the core of GBM’s culture.

support to the customers to take care of

tants who are capable of crafting the

GBM’s Integrated Technology Services

the trouble shooting phase.

right IT solution.

team has cultivated an offer comprising

With cloud computing fast catching

Networking Services: In respecting the

able to determine the most effective

on, does IBM have anything to offer

crucial role of uncomplicated component

means of achieving the IT objectives and

networking and integration of an organi-

demands of organisations. GBM’s ITS

Q A

top-notch project management experts

in the domain?

IBM has wonderful offerings in this do-

sation’s IT infrastructure, GBM has built a

specialists aim to provide a holistic eye,

main and GBM has set up a number of

cluster of world-class consultants, archi-

from deploying resources to end-product

data centres in the country in the education

tects and project managers to offer rel-

functionality, to a reliable fully integrated

sector and since Cloud is the next phase of

evant consulting, integration, deployment

and secure system, in addition to support

computing, it makes an eminent business

and network support, region wide. They

and maintenance.

for us to attend to

ICTTODAY `10

45

the PlAYers

MeeZa

Data centres at a new level

M

eeza, a Qatar Foundation

people do business here, especially in IT

joint venture, is a managed

investments?

We have found that our customers are

IT Services and Solutions provider offering a wide

range of services to clients, from creating

A

definitely more cautious when it comes

to making IT investments and, as always, are

and managing IT infrastructure to providing

looking for real ROI on these investments.

technology consulting. Meeza has moved

Minimising capital expenditure is a big focus.

quickly to establish itself as the leader in

A key point here is that Managed Services

the local IT industry, with the objective of

gives our clients the ability to scale their IT

helping to accelerate the growth of Qatar

infrastructure down during periods of low

through the provision of world-class Man-

demand as well as up when conditions im-

Services, SMBs can get big company IT with-

aged IT Services and Solutions. Meeza’s

prove.

out the cost and commitments.

offerings include Managed Services & Data Centre Services, Cloud Services, Consulting Services and Workplace Services. The worldclass Meeza Data Centres, known as M-Vault, possess managed storage, network and security systems as well as disaster recovery capabilities. Meeza has also established a centralised Command & Control Centre. ICT

Today met Steve O’Donnell, CEO, Meeza to understand their business model.

Q A

Q A

What

are

the

business

plans

for 2010? Will it be growth or

sustenance?

In 2010, Meeza will be focused on

growth across two dimensions – depth

of our client base and breadth of our product

Steve O’Donnell, CEO, Meeza Small and Medium Businesses. With Cloud

Q A

Which of your products contributes most to your business pie?

Currently, it is Managed Services and this reflects the technology investments

we have made. Clients are quick to recognise the value Meeza can deliver through our

and service offerings. As we further develop

broad Managed Services portfolio, including

our understanding of market needs, we

agility and minimisation of IT total cost of

will be introducing new services to address

ownership. We help them manage and opti-

those. We are also keenly focused on build-

mise their day to day IT operations so that

As a leading IT services provider in

ing out our next two data centres; M-Vault 2

they can focus on their core business.

Qatar, what are your USPs?

and M-Vault 3.

Meeza focuses on operating our clients’

IT systems using proven, world-class

products and solutions so that their agility

Q

How are your Cloud Services going?

With the entire IT business going in

and speed to market is improved, and they

the direction of Cloud, has Meeza gained

can minimise their IT costs. Yes, we have

by way of first-mover advantage?

Meeza has always had a clear vision to

invested in the best data centre and control centre technology and use global best practice standards but our real USP’s are

A

Q A

Client education is crucial to market development in a new market. Your

take.

We absolutely agree that client educa-

tion is critical. Meeza is working to help

the market understand how IT can move

deliver Cloud Services to the region and

from being a cost centre to a profit cen-

we have made the necessary investments

tre and be a key strategic enabler, helping

the way we use that technology to help our

to do this. We have launched our first Cloud

them to achieve their objectives. To sustain

clients manage their IT better and gain an

Offering with Hosted e-mail and SharePoint

Qatar’s rapid growth, it is essential that busi-

advantage from IT in the market.

software and will be expanding this offer-

nesses understand the potential of Managed

ing throughout the year. Whilst managed

IT Services to help them speed up time to

Q

46

With the recession in the global

services are appealing to larger clients, we

market and focus on their core business in-

markets, has it affected the way

find that Cloud Services appeal strongly to

stead of IT

ICttODAY `10

The Players

VODAFONE

Cornerstone of Telco Best Practice When a global conglomerate touches a nation, it brings in what it does best all over the world. Vodafone Qatar is no exception.

V

odafone Qatar was awarded

the synergies through a single organisa-

the second mobile license in the

tion. The company will also commence its

State of Qatar in June 2008.

responsibilities to provide fixed line services

That was just the beginning of a

to Qatar by connecting The Pearl.

new phase in Qatar’s telecom history. Their mobile network covered 100 percent of Qa-

tar by the end of 2009, and continues to grow through outdoor and in-building site sharing agreements. With an extensive distribution reach comprising an online store, nine Vodafone retail stores, two ‘mobile’ stores and with local partners who sell the products and services across 2,700 outlets, the company is in an enviable position.

John Tombleson, Chief Financial Officer, Vodafone Qatar gives ICT Today a sense of what else is going on in the company.

Q A

What, in your view, is the state of development of the ICT sector in

Qatar?

We believe significant progress has been made in introducing new tele-

coms law and new mobile and fixed licenses

Vodafone is the first telecommunications

in Qatar. The regulator is setting the frame-

operator in Qatar to implement a mobile

work for competition which will ultimately

recycling programme, and uses recyclable

result in increased choice for customers and

materials in their recharge cards and SIM

is supportive of innovation.

packaging. The company has pledged QR18 million in support of the charity, Reach Out To Asia. With their ‘World of Difference’ programme, the company chose four people to develop their own sustainable non-profit projects in the community, and Vodafone will pay their costs for a year while they do so.

On April 29, 2010, ictQatar issued the

Q A

What are the scopes of development, given the fact that ICT is a rapidly

changing horizon at any given time?

Currently in the market, we have traditional voice (mobile and fixed),

SMS and fixed broadband.

The develop-

ment opportunities lie in Mobile Internet and services which can be developed. Mo-

country’s second fixed line license to Voda-

bile payments are likely to be a feature of

fone Qatar contingent on the payment of

the future, for example ‘mobile wallet’. Qa-

the QR10 million license fee and on share-

tar with its economic power and extensive

holder approvals to the change in the Mem-

range of nationalities, can be used as a hub

orandum and Articles of Association. This

for testing of new services; individual mar-

will allow Vodafone Qatar to provide the

ket segments can be individually targeted

full range of telecommunication services

before rolling out successful ventures to the

to customers, allowing them to harness

country concerned.

ICTTODAY `10

47

the PlAYers

Vodafone

Furthermore, Vodafone Qatar is supportive of the Government’s proposed National Broadband Network (NBN). We are looking to utilise NBN to rollout our fixed line services to Qatar following the issuing of the second fixed license to Qatar on April 29, 2010.

Q A

John Tombleson, Chief Financial Officer, Vodafone Qatar

How do you rate the role of ictQatar in modernising the country’s ICT

market?

One of the roles of ictQatar is to allow competition to get started. A

regulator needs to be strong but fair with

Q A

Would the prices of your offerings

why we wouldn’t implement bundles in

be any different once they are bun-

Qatar.

dled?

Our policy at Vodafone Qatar is to always give ‘more for more’; we always

Q

With a tough competitor like Qtel, what are your plans to increasing

give customers more value than they pay

market share in an increasingly growing

viewing successful legislation in other coun-

for. Bundles are a mechanism that most

tries and learning from what has worked

telecom operators around the world have

market?

With the right staff on board and an

well. ictQatar has achieved a good balance.

adopted. We see no reason at this stage

sufficient powers of enforcement, ideally re-

Q

extensive distribution reach, by year-

end we had reached 464,962 customers

What would be the company’s ICT

representing 28 percent of the population

offerings in the Qatar market in

of Qatar; this surpassed our expectations

2010? How soon could we hope to use them?

We have always had Mobile Inter-

A

net available to our customers from

the time we launched. In March 2010, we launched BlackBerry® to an exclusive group

of 1,000 users to provide us with feedback so we could ensure the experience meets expectations prior to allowing all our customers to access the service. We will soon launch the full service and Vodafone devices to all our customers.

We will also be launching Mobile Broadband this year. We are working with partners and the Qatar Central Bank to launch Vodafone Money Transfer which is a service allowing customers to send money locally and overseas from their mobile phone.

48

A

ICttODAY `10

Global footprint : Vodafone Group Plc is the world’s leading mobile telecom company, with a presence in Europe, the Middle East, Africa, Asia Pacific and the US. The Group’s mobile subsidiaries operate under the brand name ‘Vodafone’.

At 31 December 2009, based on the registered customers of mobile telecommunications ventures in which it had ownership interests, the Group had 333 million customers.

by 121 percent. The key drivers enabling us to grow our customer base so quickly have been the strength of the Vodafone brand, the end of the monopoly market in Qatar and a series of exciting campaigns that we have undertaken. Our plan is simple: to continue our current work.

Q

What international best practices do you intend bringing to the local

market to create a new benchmark in the ICT domain?

At Vodafone Qatar we have already

A

brought open reporting and strong gov-

ernance procedures to the market.

We have also brought simple, clear pricing

and communications with no small print so customers always know where they stand