Now

Transcription

Now

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No Limits to EvoLviNg
Your BusiNEss
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Stefanini has been serving customers for over 26 years
across 30 countries. With the endorsement of our 500+
clients around the world, we are committed to always
bringing excellence and innovation to our clients.
Considered one of the most innovative Brazilian providers
of technology solutions, Stefanini was recognized by the
Fundação Dom Cabral as the 3rd most internationalized
company in Brazil. Specialized in various market
segments, Stefanini offers consulting services, BPO,
Systems Integration, Development Solutions, Application
and Infrastructure Outsourcing, and more. We support
32 languages with the flexibility and agility required by
today’s clients.
www.stefanini.com
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Summary
Message from the President…............................................... 06
Expedient...........................................................................................…. 09
Brazilian Macro Outlook........................................................ 10
IT in Brazil and Worldwide…................................................... 19
ICT Brazil 2022…............................................................................... 26
Cases: introduction..................................................................... 29
Case: Asyst – User Support….................................................... 30
Case: BRQ – Government….......................................................... 34
Case: Cast – Financial...............................................................…. 38
Case: Stefanini – Petrochemical…....................................... 42
Case: TOTVS – Health...................................................................... 46
Brasscom…........................................................................................... 50
Board of Directors...................................................................…. 53
Directors…........................................................................................... 54
supporters…....................................................................................... 55
Associated Companies..............................................................… 57
Institutional Members…............................................................ 59
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Photo: Alvaro Motta
Message from the President
Laércio Cosentino and Antonio Gil
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Message from the President
A step higher
This third edition of the IT-BPO Book celebrates Brazil’s new position in the global Information and Communication Technology (ICT) market. The numbers of IDC Consulting show that
the Brazilian market moved to the 4th place among the largest in the world, having grossed
more than US$230 billion in 2012. The growth of 10% was only topped by the expanding
Chinese market. In the ranking of the world´s largest markets, Brazil was surpassed only by
the United States, China and Japan. We climbed another step compared to 2011, when Brazil
was the 5th largest market in the world.
In spite of the ongoing economic crisis in the world and its effects on the Brazilian economy in 2012, when GDP expansion was only 0.9%, the performance of the ICT sector confirms
the pattern of recent years. ICTs usually grow, at least, two times more than the rate of
economic expansion. However, in 2012 the growth was ten times greater. One of the reasons
is that family consumption has continued to grow even with the retraction in the industrial
sector last year. This consumption was especially strong in the service sector and ICT segment,
with sturdy demand of people and companies. A good way to observe this phenomenon is
looking at the performance of the telecommunications sector.
The year of 2012 closed with a total of 20 million broadband connections, while mobile
broadband reached approximately 66 million users. Respectively, these two segments grew
31% and 69% when compared to last year. With that, almost one fourth of the Brazilian
population now has access to mobile broadband. With the evolution of 3G connections, 52.5
million people have gained access to this technology, with a growth of 300%. This year,
new 4G generation phones enter the scene, leading new bounds in the absorption of mobile
technologies, especially in 2014, when its availability will be greater. Last year, one of the
highlights in ICT was the fast expansion of smartphones, a place formerly occupied by personal computers until 2011.
The reduction of the payroll tax burden should also be highlighted as a positive effect of
cost reduction achieved by a government policy. 2012 was the year in which software companies and IT services began to take advantage of the payroll exemption, from 20% on wages to
2% of the gross revenue. In the internal market, Brazilian companies reconsidered their initial
public offerings (IPO); two of them stood out as main events of the capital market this year,
opening capital at the São Paulo stock exchange (BOVESPA).
Qualification of workforce also advanced, especially in the scope of the PRONATEC
(National Accessibility Program for Technical Education and Employment), of the Federal
Government, which should reach a total of 5 million people by the end of 2013, enabling IT
companies to qualify workforce according to the program’s incentives.
Surely, this third edition of Brazil IT-BPO Book offers the reader the richest IT sectorial
overview. And with it, BRASSCOM renews its efforts to disseminate Brazilian IT in partnership
with Apex-Brasil (Brazilian Trade and Investment Promotion Agency), BNDES (Brazilian Social
Economic Development Bank), CM (Ministry of Communications), MCTI (Ministry of Science,
Technology and Innovation), MDIC (Ministry of Development, Industry and Foreign Trade) and
MEC (Ministry of Education).
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Expedient
Sources: Agência Nacional
do Petróleo (ANP), Associação Brasileira dos Exportadores de Carne (ABIEC),
World Bank, Banco Nacional
de Desenvolvimento Econômico e Social (BNDES),
Citrusbr, Conab, Empresa
Brasileira de Pesquisa
Agropecuária (EMBRAPA),
Experian, World Economic
Forum, International Monetary Fund (IMF), Goldman
Sachs, Brazil Government,
Grant Thornton UK, Instituto Brasileiro de Geografia e
Estatística (IBGE), International Data Corporation
(IDC), Ministry of Foreign
Affairs, World Trade Organization (WTO), Petrobras,
Unica, Universidade de São
Paulo (USP).
Brazilian Association of Information and
Communication Technology Companies (Brasscom)
Head of the Board
Laércio Cosentino
CEO
Antonio Gil
Directors
Edmundo Oliveira
Mariana Oliveira
Nelson Wortsman
Sergio Sgobbi
Coordinators
Guilherme Amorim
Jacqueline Nakamura
Support
Brazilian Trade and Investment Promotion Agency
(Apex-Brasil)
Ministry of Science and Technology
Ministry of Development, Industry and Foreign Trade
Sponsors
ASYST
BRQ
CAST
Stefanini
TOTVS
Graphic Design and Coordination
AW Digital (www.awdigital.com.br)
Production Coordinator Luiz Paulo Bellini Junior
Graphic Designer
Adriano Mattoso dos Anjos
Journalist
Wallace Nunes (MTB 55.803/SP)
Printing
Objetiva Serviços Gráficos
Circulation
1.500 units
This book was printed using FSC® (Forest
Stawardship Council) certified paper and
other controlled sources. This certificate
warrants that the origin of the material
used is socially, environmentally and
economically adequate.
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Brazilian Macro Outlook
Brazil:
The achievement of
a relevant role in the
international scenario
The diversity and maturity of the Brazilian Industry also
contributes to the attractiveness of foreign investors.
The achievement of political stability and economic
diversification has allowed Brazil to set goals for growth
and to consolidate itself as an emerging power. Factors
like the end of hyperinflation, the adoption of a floating exchange rate, elimination of external debt and an
international reserve of billions of dollars contributed to
the attractiveness of the Brazilian economy.
The diversification and maturity of the Brazilian
industry also contributes to the attraction of foreign
investors. Brazil produced success stories in areas such
as deep waters oil exploration, and is known worldwide for its airplane production, specially focusing on
executive, defense and commercial aviation. Moreover,
it has a prominent role in the research and development
of tropical agriculture, and technology for agricultural
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production. The country is an exporter of sophisticated
products such as airplanes, automobiles, industrial
equipment, software and IT services.
The participation of Brazil as a Global Player is noticeable at several levels: it is part of the BRICS (Brazil,
Russia, India, China and South Africa); it is the 7th
largest economy in the world, according to the International Monetary Fund (IMF); it will host major international events in the form of the World Cup in 2014 and
the Olympics in 2016. In the international geopolitical
arena, Brazil has consolidated its regional leadership and
it has left the 2009 economic world crisis stronger.
PANORAMA
Population
With a population of over 200 million inhabitants, Brazil
is the largest country in South America and in the Latin
American Region. It is the fifth largest in the world in territory extension (equivalent to 47% of the south american
territory) and one of the ten largest consuming markets in
the world.
Economical growth increased the middle class population
and also allowed more people to rise above the poverty line.
Between January 2011 and January 2012, poverty in Brazil
dropped 7.9% and the income inequality is the smallest in
the last 30 years.
According to the Brazilian Institute of Geography and
Statistics (IBGE), the increase in the Brazilian income
between 2001 and 2011 was part of a scenery in which
families with a per capita domestic income of less than ¼ of
a minimum wage experienced an acute rise in its income. It
was an expansion from 5.3% to 31.5% of the income from
2001 to 2011. In the same decade, IBGE also verified a rise
in income of the bottom 20% of the population.
The research also points to improvement, in comparison
to 2001, in the reduction of educational deficit (39.3% to
31.2%), lack of access to social security (36.4% to 21.3%),
poor quality homes (4.9% to 4%) and access to basic
services (40.9% to 32.2%). In the same time span, there
was also a drop in the number of homes with at least one of
these shortages (70.1% to 58.4%).
The new Brazilian middle class, formed by families with a
monthly income of three to ten minimum wages, concentrates 54% of the population, the equivalent to 104 million
people. In 2012, their salaries, benefits and credit added up
to R$1 trillion (approximately US$492 billion).
The combination of all these conditions allowed these
people to increase their educational background, develop a
new lifestyle and become consumers. This clearly translated into a greater degree of requirement and strength as
opinion formers.
The expansion of the middle class got the attention of
several sectors of the economy, such as the financial sector, industry, retail and services. The improvement in their
quality of life rose consumption and stimulated the internal
market for industrialized products and services.
These new members of the middle class are giving
new perspectives for sustainable growth in Brazil, lessening the dependency and the impacts of the external
economic situation. Almost 35 million people from
classes D and E rose to the middle class, making it more
heterogeneous and more representative of the diversified segments of the Brazilian population. In this group,
there is a large amount of young people and a substantial number of women that largely contribute to the
increase family income, and also include new habits and
consuming goods into this universe.
Improvement in the quality
of life of Brazilians
2001
2011
Reduction of educational deficiencies
39,3%
31,2%
Lack of access to social security
36,4%
21,3%
(Poor) Quality of homes
4,9%
4%
Access to basic services
40,9%
32,2%
Homes with at least one of these deficiencies
70,1%
58,4%
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The national grain harvest
production will reach 185 million
tons in 2013.
Economic
According to the International Monetary Fund and the
World Bank, Brazil is the largest economy in Latin America
(second in America, behind only the USA) and it is the
seventh largest economy in the world in purchasing power
parity (PPP).
As reported by the investment bank Goldman Sachs,
the Brazilian economy will become the fourth in the world
around 2050, with a GDP of over US$11 trillion and a GDP
per capita of US$49,759. Currently, Brazil has a GDP of
US$2,2 trillion and a GDP per capita over US$11,000. The
country has highly developed sectors in agriculture, mining,
manufacturing and services.
International blocks
of which Brazil is part
Source: Brazilian Federal Government - Ministry of Foreign Relations
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Competitiveness
Data from the competitiveness ranking published annually by the World Economic Forum shows that Brazil was
the country that gained most positions in 2012. Moving
from 53rd in 2011 to 48th last year. This leap allowed the
country to reach a considerable differential in the BRICS in
terms of economic competitiveness, overcoming Russia and
reducing the difference to two other giants in territorial
extension, China and India.
Brazil maintains regular trade with over a hundred
countries. And over 74% of the goods are manufactured
or semi manufactured. Its major partners are: European
Union (26%); Mercosul and Latin America (25%); Asia
(17%) and the United States (15%). The main products
exported include aircrafts, electric equipments, automobiles, ethanol, textiles, shoes wear, iron coal, steel, coffee,
orange juice, soy and meat. The country has expanded its
presence in the international financial markets and in the
commodities markets.
BRICS - Brazil, Russia, India, China and South Africa
Alliance of Civilizations
Community of Portuguese Language Countries (CPLC)
Africa - South America Summit (ASA)
Summit of South American - Arab Countries (Aspa)
Latin America, the Caribbean and the European Union Summit (EU-LAC)
Iberoamerican Summit
Forum of East Asia - Latin America Cooperation (Fealac)
India Brazil South Africa Forum (IBSA)
G-15
G-20
Cairns Group
MERCOSUL
United Nations Organization (UN)
Organization of American States (OAS)
According to the World
Trade Organization (WTO),
the country was the
second largest
agricultural exporter in
the world in 2012.
Agriculture and food production
The performance of the Brazilian agriculture puts the
agribusiness in an advantageous position in terms of trade
balance. In 2012, according to the World Trade Organization (WTO), the country was the second largest agricultural
exporter in the world, behind only the USA.
In the last 60 years (from 1950 to 2013), the Brazilian
population grew from around 52 million people to 200
million, which means an average demographic growth of
2% a year.
In order to see the increase in demand, an authentic green
revolution took place, allowing the country to create and
expand its complex agribusiness sector. The importance given
to rural producers is reflected in the Federal Government`s
Agriculture and Livestock Plan, and another special program
aimed towards family agriculture (Pronaf), that assure financing for equipments and farming, incentivizing the use of new
technologies and by the agricultural zoning.
The cattle sector has raised awareness to the
“green cattle”, the one that is bred in pastures, in a diet
of hay and minerals, has conquered markets in Asia,
Europe and the Americas. Brazil has the largest bovine
herd in the world, with over 198 million units, adding up
to over US$1 billion/year in exports.
From 1991 to 2011, the national production of bovine
meat leaped from 5.48 million ton equivalent-carcass (TEC)
to 9.18 million TEC, making Brazil the second largest pro-
ducer in the world, with 16.2% of all the meat produced.
The numbers show the greatness of the country. According
to the University of Sao Paulo (USP), agriculture and related
sectors, such as silviculture, forest exploration, and fishing
added up to 44% of the GDP in 2011.
The production of the national grain crop will reach 185
million tons in 2013. The estimate, according to the Brazilian
Institute of Geography and Statistics (IBGE), is 14.2% higher
than the result obtained in 2012 (161.9 million tons).
Soy is at the vanguard of the grain production, responding to 50 million tons of the total of over 110 million tons a
year of grains in general. The three main products - rice, corn
and soy - represent 92.4% of the grain production and over
86.1% of the crop area.
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Energy
The Brazilian energy matrix is one of the cleanest in the
world, composed of over 45% of renewable energy sources
- the world average is 13%. Besides, Brazil also has non renewable energy sources, such as oil and natural gas. Nuclear
energy represents around 3% of the energy matrix.
The benefit of a clean energy matrix is in the reduced
particle emissions by the use of energy and sustainability for
the economy. While Brazil emits 1.4 tons of carbon dioxide
(tCO2) per tonne of oil equivalent (toe), the world average is
2.4tCO2/toe. In countries with a strong fossil fuel presence
(oil, gas and coal), this indicator is above 3tCO2/toe.
Eighty percent of the renewable energy sources in Brazil
refer to hydraulic energy and 6% biomass and wind. In the
world, the average participation of hydraulic energy is 16%.
The total capacity of electricity generation is 90 thousand
megawatts (MW), and hydro energy is responsible for 66
thousand MW (74%).
Brazilians were pioneers in the introduction of biofuel
which presents lots of environmental advantages. Among
those are reduced carbon gas emissions (CO2) and reduced
pollutant particle generation. Some examples are Ethanol,
produced from sugarcane, and Biodiesel.
Brazil is worldly known for its pioneerism in the introduction of sugarcane ethanol in its energy matrix. Since
the launch of the Pro-alcool program in the 70`s, ethanol
became a real and important energy source for the country.
Throughout the last three decades, the largest country in
Latin America has been working to create a viable alternative
to gasoline.
The Pro-alcool program was a response to the uncertainties of the oil market and had intermittent success. But still,
a great part of Brazilians use the “flex-fuel vehicles”, which
Brazil has the second
largest brute oil reserve
in South America
and is one of the
countries that had its
production mostly
increased in the last
few years.
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Eighty percent of the renewable
energy sources in Brazil refer to
hydraulic energy and 6% biomass
and wind.
work with either ethanol or gasoline, allowing the consumer
to fuel up with the cheapest option, many times ethanol.
Countries with great fuel consumption, such as China
and India, are following the Brazilian progress in this area.
Moreover, according to the Brazilian Oil Agency (ANP), countries like Japan and Sweden are importing Brazilian ethanol
to help fulfill their environmental obligations established in
the Kyoto protocol.
With regards to biodiesel, since 2010 all diesel sold in
Brazil contains a 5% mix of biodiesel, a fuel produced from
oilseed plants cultivated in Brazil, such as soy, cotton, palm,
castor beans, sunflower and canola, as well as animal fat and
frying oil residues.
That is why Petrobras, state-owned Brazilian company for
the production of oil, created a Biofuel division, investing
massively in technological innovation to increase the productivity and supply-chain sustainability of these biofuels.
Brazil has the second largest brute oil reserve in South
America and is one of the countries that had its production
mostly increased in the last few years. Oil drilling seven thousand meters deep is a result of large investments in research
and a broad experience in deep waters. The pre-salt is a reality that placed Brazil in a strategic position due to the high
world demand for energy in the next decades.
Since production started in 2008, the country exceeded
100 million barrels a year. It is over 300 thousand barrels
produced a day in the Bays of Santos and Campos, the two
main extraction fields in Brazil. In 2017, estimations are that
one million barrels a day will be produced.
Industries like the automobile, steel, petrochemical,
computing, aircrafts and long lasting consumer
goods added up to 30.8% of the Brazilian GDP.
Industry
Since the beginning of its activities, the Brazilian Industry was very important for the economy and for employment
in the country. Its development can be divided in four periods. The first period is from 1932 to 1962 when the average industrial growth rate reached 9% a year - emphasis on
coffee production, leader in exports, followed by cotton. In
the fifties, the substitution of imported products provoked
an industrialization process that favored the development of
the national industry.
In the second period, called the “economic miracle”,
from 1967 to 1973, industrial production grew 13% a year,
while the GDP 12% a year. The participation of manufactured products increased 47% from 1974 to 1979 and
Brazil conquered new markets in the Middle East and Africa.
In 1980 industrial production dropped due to the instability in the currency rate and the many economic plans.
The 90`s, even though being modest years, were times of
recovery for the sector due to a wide economic policy to
control hyperinflation.
At that time, the country continued its process of
economic opening, reducing import taxes and reformulating export incentives. Commercial trade increased
and Mercosul was created, reducing taxes on products
commercialized between the group (Brazil, Argentina,
Paraguay and Uruguay).
Starting in the year 2000, foreign trade increased in a
faster pace due to factors as: world economic growth; rise
in international prices and productivity of basic products;
and the diversification of importing markets.
Industries like the automobile, steel, petrochemical,
computing, aircrafts and long lasting consumer goods
added up to 30.8% of the Brazilian GDP. And industrial
activity is concentrated geographically in the metropolitan
regions of the major state capitals in the country.
Large scale production of minerals, iron ore (420 million
tons), steel (35 million tons), and cement (26 million tons),
turned Brazil into a relevant player in the international
stage and illustrates the diversification of its industry.
Among the main recent government policies to stimulate
the economy are the up to 30% reduction of the industrialized products tax (IPI) and the US$8 billion investment in
cargo road transportation, improving logistics distribution.
Brazil responds for 60% of the industrial production in
South America and is one of the emerging powers participating in several economic and political blocks.
Industrial activity is concentrated geographically in the metropolitan
regions of the major state capitals in the country.
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According to the Brazilian Central Bank, 47%
of foreign investments in Brazil, from
2011 to 2012, were made in the
services sector - around US$30 billion.
Services
Brazil also has a diversified services sector. In the
90`s, the banking sector represented 16% of the GDP.
Despite a major reformulation, the financial services
industry in Brazil offers local companies a wide array of
products and attracts international attention, mainly
because of its banking technology - one of the most
developed in the world.
Other activities that have been doing well in the last
few years are transportation, warehousing, hospitality,
restaurants and rentals. According to Markit’s Purchasing
Manager Index research, these services grew mainly due to
the increase of new businesses.
In general, the services sector in Brazil has been growing
especially because of the strengthening of the domestic
market. That is why it concentrates a representative part of
the investments in the economy. According to the Brazilian
Central Bank, 47% of foreign investments in Brazil, from
2011 to 2012, were made in the services sector - around
US$30 billion. In the same time span, the National Bank
for Social and Economic Development (BNDES) loaned the
services companies US$25 billion.
Besides the increment in the population`s income, two
other factors keep this sector estimulated: the 2014 World
Cup and the 2016 Olympic Games. There are others factors influencing this positive scenario, one of them is the
“Simples Nacional”, a federal tax incentive program that
is now limited to R$360 thousand a year, allowing these
companies to remain more competitive tax-wise.
Pioneerism
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Pioneer and leader in fabrication of short-fiber wood cellulose, Brazil has also achieved positive results in the packing industry, it is now the fifth largest producer in the world.
In the external market, it responds for 25% of the world’s
exports of raw and refined sugar, it is the world leader in soy
exports, it is responsible for 80% of the orange juice in the
planet, and, since 2003, it has obtained the largest number
of sales in chicken meat among those who are part of the
sector.
One of these success stories is the green plastic produced
with Brazilian technology by Braskem using sugarcane
ethanol, a 100% renewable source.
Green plastic is entirely recyclable. This material presents the exact same technical characteristics of the fossil
originated polyethylene, and it can be recycled together
with them. That is very important for the recycling industry,
meaning they don’t need to invest in new equipment or specific technical adjustments to reprocess green plastic.
Unlike materials originated from petrochemical plastic,
it doesn’t pressure or compromise the exhaustible mineral
reserves of the planet. Plastic originated from sugarcane
has the best index reduction of greenhouse gas emission
compared to petrochemical originated plastic. The carbon
emissions during its entire life cycle up until the ethanol
burning are 84% less when compared to gasoline.
25%
80%
of the world brute sugar and refined
sugar exportsplanet is Brazilian
of the orange juice in the planet
is Brazilian
The change to the Law
#11,774 benefited the
technology sector with
payroll tax exemption.
Brazil has a sophisticated and
diversified technological sector
Technology
Scientific production in Brazil effectively started in the
beginning of the 19th century. Technological research in
Brazil is done mainly by public universities and research
institutes. Some of the most notable technological centers
in Brazil are Institute Oswaldo Cruz, Institute Butanta,
Brazilian Company for Agricultural and Livestock Research
(EMBRAPA), National Institute for Space Research (INPE),
Aeronautics Technology Institute (ITA), and Aerospace Technologic Center (CTA).
A successful case for institutional innovation is
Embrapa, which is characterized for being a stateowned company, with operational scale, geographically decentralized, specialized Research Units, values
training, pays its human resources adequately, and its
agriculture production is oriented by science and technology. All effort and investments made were focused
on obtaining useful results applicable to the marketplace, used nationally and for exports. This institute is
responsible for transforming Brazil into an agricultural
power and for its 150% increase in productivity (in
comparison to the 20% increase in farming lands) in
the last 30 years.
The development of important actions in the field of Science, Technology and Innovationis also notable by concrete
results in scientific and technological production, as well as
the formation of human resources in strategic areas.
In a way to promote competitiveness in the national industry, Brazil also has a National Nanotechnology Program,
whose objective is to incentivize activities of research and
development for new products, processes and to transfer
technology between companies and research institutes.
The program is being used to create new materials,
products and processes by manipulating atoms and molecules. The global market that uses nanotechnology (including semiconductors and electronics) totaled US$135 billion
in 2007, and it should reach US$ 693 billion by the end of
2012 and US$2.95 trillion in 2015.
Brazil has at its disposal a sophisticated and diverse
technological sector, we can also mention the genetic
mapping (Genome) and the Higgs Boson. These two great
achievements in the history of mankind have a Brazilian
participation, thanks to the technological sector, and the
support it has given to the scientists: The Genome project
mapped and sequenced the entire human genetic code,
and the creation of the God particle, the Higgs Boson,
simulated the Big Bang in the CERN labs (European Center
for Nuclear Research).
New policies were implemented in the industrial, technological and foreign commerce areas, resulting in US$19.5
billion invested in specific sector like softwares and semiconductors, pharmaceuticals and capital assets, turning Brazil
into one of the largest markets in these sectors.
By December 31st 2012, Brazil had 30.3 million broadband connections. Over 75% were DSL connections, and
10% via cable modem.
In 2011, a new law came into effect (Lei 11.774), relieving taxes over payroll in the technology sector. According
to Guido Mantega, Brazil’s Finance Minister, the new law resulted in a total of R$5.4 billion in tax waivers. There are 42
sectors of the economy benefited from the tax relief aiming
to reduce the Brazilian cost of production and the expansion
of private investment.
17
Conquer the country or
conquer the world?
Whatever your choice,
you need innovative solutions.
TOTVS believes in a new generation of companies and entrepreneurs
that anticipates the future for today and needs solutions that are part of
this process. And it is for this generation that TOTVS develops innovative
solutions in software, technology, infrastructure and services.
New challenges require new solutions.
Call and make an appointment with our consultants.
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IT in Brazil and Worldwide
IT Sector:
Strategic for the development
of the Brazilian Industry
Currently, the Information Technology sector represents
5,2% of the Brazilian GDP and indicates a raise in the use of
technology in the most diverse economic segments.
The Brazilian ICT Market reached USD 123 bi in 2012, a
10,8% growth in comparison with 2011, almost twice the
average global growth, 5,9%. The development of this sector in the country is only smaller than the Chinese IT Market,
that grew 15% (2012/1011), according to IDC data.
With this result, Brazil is already considered the fourth
largest information and communication technology (ICT)
market of the planet and seventh in IT.
With private investments and government support, this
industry has sufficient capacity to continue its development. The incentives and investments in the most diverse
economic sectors fuel the ICT industry, since technology is
viewed as an enabling tool to increase productivity, business
and revenue.
Thus, the development of the IT market is a reflex of a
search for gains in efficiency and for more effective administrative structures. That is possible through outsourcing
and incorporation of technological solutions in almost all
economic sectors, regardless if industrial or commercial.
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Last year, the Federal government launched
a Software and Services Industry Incentive Program,
“TI Maior”, that will offer R$500 million for project
development in the country by 2015.
Public Investments
Public authorities are also observing the consolidation of
the Brazilian IT market. Federal, State and Municipal Governments aim to drive the local economic development by
establishing high-tech centers – innovation environments –
generating knowledge, jobs, enabling competitiveness, with
specialized workforce and improvement of the wellbeing of
their residents.
Currently, there are 40 fully functional high-tech centers
and practically twice as many being structured. Business
incubators constitute these centers that establish partnerships with universities and rely on stimulation and public
investments to develop products, services and capacitation
of specialized workforce.
In the past, the Federal Government launched the Program to Incentive the Software and Services Industries,
“IT Major” (“TI Maior”), which will provide R$ 500 million until 2015 for the developing projects in the country. Of this amount, startups will claim R$ 40 million. The
plan predicts R$ 446 million in resources for companies
already in the market to develop software in the country
for the oil and gas, defense, energy, environmental,
mining, financial and telecommunication segments. The
goal of the plan is to double productivity, earnings and
employees of the IT companies
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Consumer market
A growing Brazilian middle class has been one of the
most important factors to stimulate the economy and
this population already represents 38% of the consumer
income of families in the country. Therefore, this class
is changing the configuration of the IT sector, mainly
by the expanding consumption of technological services
and products.
For example, a raise in sales of desktops, notebooks,
tablets and smartphones lead to an increase of home internet access. One of the biggest trends in the country is the
mobility to include digitally the emerging population.
Furthermore, the growth of the middle class will drive
the consumption of technology in several areas, such as
Health and Education. The ICT investments will be focused
on raising work efficiency and enabling wellbeing for the
middle class that is gaining more space and decision power
both in Brazil and globally.
The tools will be based on pillars that guide future
technology, among them: cloud computing, mobility, social
networks and big data.
38%
of income and consumption
in the country is from
the middle class
The growth of the middle class will stimulate
consumption of technology
in several areas, such as
health and education.
21
Total of Brazilian ICT market in comparison
to other countries in the last three years
Sources: IDC
2010
2011
2012
01 - USA
US$ 855.172,6
01 - USA
US$ 904.643,8
01 - USA
US$ 949.220,4
02 - China
03 - Japan
US$ 272.943,2
US$ 310.405,1
02 - Japan
03 - China
US$ 309.441,3
US$ 299.537,5
02 - China
03 - Japan
US$ 334.272,7
US$ 314.793,6
04 - UK
US$ 155.249,6
04 - UK
US$ 157.102,1
04 - Brazil
US$ 169.165,6
05 - Germany
06 - Brazil
US$ 150.004,7
US$ 142.186,6
05 - Brazil
06 - Germany
US$ 154.785,2
US$ 152.884,8
05 - UK
06 - Germany
US$ 161.312,9
US$ 156.240,8
07 - France
08 - Canada
US$ 126.700,1
US$ 86.538,3
07 - France
08 - Canada
US$ 127.383,7
US$ 90.609,9
07 - France
08 - Canada
US$ 130.505,1
US$ 94.007,2
09 - India
US$ 63.173,2
09 - India
US$ 75.358,4
09 - India
US$ 80.989,5
10 - Russia
US$ 63.169,7
10 - Russia
US$ 67.995,0
10 - Russia
US$ 72.780,9
The numbers don’t include BPO and IN HOUSE because they are not part of the IDC world methodology (BLACK BOOK).
UK
CanadA
USA
AlemanhA
RUssia
China
JapAN
FranCE
India
BraZil
Proximity
The political stability and the strength of the Brazilian
economy explains the 7th position of the country among
the most attractive for technology business expansion
investments, according to the Technology Investment
Report issued by Grant Thornton UK. This ranking takes into
consideration 41 variables in 4 different categories that deal
with important decision making questions whether to invest
or to expand to other markets.
Another important factor that characterizes the influx of
European and north-American investments in Brazil is the
time zone proximity of the regions. According to IDC data,
while in Asia IT professionals have to change their schedules
22
drastically, in Brazil only 19% of the companies change their
work strategy due to time zone differences.
This is essential to improve interaction among the
teams, since costs and any project schedule impacts are reduced. This proximity enables the exchange of information
and ideas in real time. The result is that business deals are
more easily closed and work teams enjoy greater wellbeing.
Exports
Of the 2012 exports, US$ 186 million represent hardware sales, US$ 526 million software, US$ 314 million international
operations, US$ 125 BPO and US$ 1,33 billion services. The total of products sold internationally in 2012 were US$ 2,48
billion. Brazil is well positioned in fast development methodologies, one of the main developing software tendencies.
2012 exports
US$
US$
US$
million
million
billion
186
hardware sales
526
softwares
US$
US$
million
million
314
international
operations
1,33
services
125
BPO
The total of technological products
and services sold abroad was
US$2.48 billion in 2012.
23
According to IDC, cloud computing helped
organizations of all sizes around
the world save US$400 billion
Trends
In the past years, the global market was strongly
impacted by the fast development of new technologies,
applied in several economic sectors and present in all
day-to-day items.
The internet dissemination, experienced by society after the year 2000, has promoted change and affected the
way people work, entertain and also relate to each other.
The market has developed hardware, software, applications, data management systems, data protection,
cloud computing, social networks, mobility and big
data. All these new devices stimulate the use of your
own equipment to work, trend known as BYOD (bring
your own device).
The volume of information produced and consumed
by the world population doubles each year. This is noticeable, for example, in the use of mobility, expanding
at a never foreseen rate. The IDC estimates that mobile
penetration reached 87% of the world population in the
first quarter of 2012, since mobile signatures reached a
total of 6,2 billion. The same research foresees that, in
2017, the mobile signatures will reach 9 billion users, of
which 5 billion will have mobile broadband connection.
24
The data produced by these devices are not derived
solely from the use of browsers. The devices transmit
GPS location, searches and retrieves requested data.
This operation multiplied by 6,2 billion signatures creates a series of data. The digital universe should reach 4
zettabytes in 2013.
Social media is another relevant issue to be analyzed. With more than 1 billion active users, Facebook
has channels of great representativeness. Overall, each
minute, the internet is uploaded with 48 hours of video
on YouTube, 2 billion searches are made on Google, 3,6
thousand new photos shared on Instagram and 347 updates of blogs are made on WordPress. Besides adopting
mobility, social media is the technological tendency that
grows the most.
With regards to cloud storage, also known as cloud
computing, there is a lot to be explored. According to
the IDC, cloud computing has helped organizations of all
sizes, all over the world to save US$ 400 billion only in
2011. The technology is changing business models and
expanding the technological resources accessible to small
companies. Scale, stability of services and cost reductions
The world information storage
capacity per capita doubles every
40 months.
Since 2012, 2.5 quintillion data
bytes are created per day.
with maintenance are among the main advantages.
The concept of cloud computing refers to the use of
memory and storage capacities of shared servers interlinked
by internet, following the principle of grid computing.
In other words, technology provides many applications through the Web, anywhere, regardless which platform is used, with no installation required in computers
or other devices. The access to programs, services and
files is remote.
Thus, cloud computing is redefining the traditional
data centers of corporations. This model is changing
the way companies thought about their applications. In
the past, users identified a need, requested a technical
or commercial proposal to acquire a product or service
(RFP), revised proposals by suppliers, requested budgets, and processed an internal request. The IT company
installed the application, trained users and they began
using the system.
Today, users may simply search a needed functionality
and buy it with a credit card, if the application is a paid one.
Systems based in clouds reduce drastically the path of introduction of new functions and technologies in a company.
Technology offers a wide array of web
applications, no matter the place and
the platform used.
Applications based on clouds are often substantially
better than the former, since new functionalities - such
as mobile and social interaction standards – may be
added frequently. As new developers make their applications available in clouds, this increases their use. This
movement also contributes to an enormous quantity of
data being generated in the cloud, never before seen by
previous generations, organized or not. This phenomenon is known as Big Data.
While mobility, social networks and cloud computing
are producing and consuming large quantities of data,
emerging technologies are focused on storing and/or
understanding Big Data. The world’s capacity of storing
information doubles every 40 months since the 1980s.
Since 2012, 2,5 quintillions of data bytes are being
created per day. New technologies grow from the need
to treat this data, since traditional technology cannot
handle such volume of information with the same speed
and efficiency.
Brazilian companies are living a unique opportunity
in the Information and Communication Technology segment, on a global scale.
25
ICT Brazil 2022
ICT as an Engine for
Development and Innovation
in Brazil
Legenda vem aqui
Brazil is internationally recognized for its
excellence in technological solutions
developed in multiple fields, such as financial,
energy, agriculture, manufacturing
and electronic governance.
Applying Information and Communications Technology
(ICT) in economic and social sectors is an essential tool
for development and competitiveness of countries. In the
digital economy, nations of different levels of development
fostered the use of ICT in public and private sectors for their
strategic agendas.
Brazil is internationally recognized for its excellence in
technological solutions developed in multiple fields, such as
financial, energy, agriculture, manufacturing and electronic
governance. The intensification of ICT application in sectors such as education, healthcare and small and medium
enterprises is essential for the country to reach a new stage
of social-economic development.
Brasscom, in partnership with its associates and consulting McKinsey & Company, believes in the central role of ICT
as a catalyst for competitiveness and innovation to address
the structural challenges in Brazil and increase the opportunities for national growth and progress. That is the reason
why Brasscom developed the integrated plan “ICT Brazil
2022 – ICT as an Engine for Development and Innovation
in Brazil” which aims to create a national reference for
26
technological application in all sectors of the economy and
society. The report is founded on a factual basis developed
by McKinsey & Company for Brasscom.
The report aims at creating a bridge between Brazil
in 2013, that has an advanced ICT sector, and the future
society in which technology is no longer a vertical economy
but permeates all national spheres.
This is an auspicious moment for the development of
this project because the current global changes – economical, demographical and technological – provide Brazil with
unique opportunities.
Furthermore, the Brazilian Federal Government prioritized ICT in its public policies, which reflects the national
understanding that this industry is essential for competitiveness, growth and innovation.
It is undeniable the crescent importance of Information and Communications Technology in society nowadays. New tendencies, technology and cultures appear
and change interpersonal and professional relations. It
is the new information society that will include more
people every day.
ICT Brazil 2022
Pillars
With the implementation of the integrated strategic plan ICT Brazil 2022, the country will be able to raise the stage
of the use of technology in the economic, social and public areas:
Economic development: job creation; competitiveness leap; increase in productivity for all sectors; and development of small and medium enterprises;
Social development: greater quality of education; innovative healthcare solutions; poverty reduction; and crime prevention;
Transparency and efficiency of the public sector: better access to public services
by the citizens; transparency in public spending; and government efficiency.
Key factors
The ICT sector is one of the most dynamics on a global
scale and its evolution depends on the interaction of a
series of factors. The ICT Brazil 2022 research identified
the existence of five different key factors for the success in
international initiatives of countries that applied technology to reach different objectives of economic and social
development:
1) Human capital and talent: the existence of highly
skilled professionals, complemented by an influx of qualified
technicians, is essential for the development of a dynamic
ICT industry. In order to do this, new talented can be
cultivated in the educational system or current industry
employees can be trained.
2) Infrastructure and connectivity: connectivity for
citizens and companies is essential for the effective application of ICT in its different domains, be it access, speed or
cost of connection.
3) Digital promotion and education: to implement
ICT initiatives related to social development and efficiency/
transparency of public administration, it is essential to
assure access to technology by the population and the
knowledge necessary to use ICT in daily life.
4) Business environment and entrepreneurship: IT
industry is global and highly dynamic, driven by innovation
in the entire value chain. And so, the existence of an agile
and competitive business environment is critical for the
development of the sector.
5) Financing: in order to the private sector may contribute with the success of the initiatives, companies and
R&D institutions must have at their disposal dully structured
and accessible financing instruments.
The State can influence the development of these
attributes by means of appropriate public policies and by
assuming a relevant role as a competitiveness inductor.
Besides addressing the five key factors, it is important to
adopt a single view for ICT in national scale. In order to mobilize the different players in the community, the research
proposes an integrated view for the next ten years in Brazil.
Turn Brazil into a global reference and leader of the BRICS
countries in the use of ICT, taking the country to a higher
stage of economic and social development, and in public
management. Contributing to alleviate the structural problems in the country with the support of a highly competitive,
and leader in innovation for strategic sectors, ICT industry.
Action
In order to achieve this view, the project drew a series
of programs that will enable several initiatives and catalyze new ones, mobilizing society and government in an
articulate manner. The focus will be on a few lines of action,
such as: increase in the use of ICT in strategic sectors of
the economy, micro and small enterprises, social issues
such as education, healthcare and government efficiency/
transparency. Moreover, the programs address the identified
key factors to assure a good performance in technological
application in Brazil.
27
28
Cases: Introduction
Companies
are ready
to grow
and innovate
The rapid development of Information Technology (IT) in Brazil contributed to a
strong consolidated market. The country, according to International Data Corporation
(IDC), registered in the past year a return of US$ 8,6 billion among the IT companies.
This volume represents 1,7% of the global yield which was US$ 491 billion, significant
when observing the performance of the national and multinational players.
The IT companies contribute to increase in efficiency of the most diverse economical
segments, essential for competitiveness and productivity of the national economy. The
cases presented in the following pages exemplify what Brazil produces as innovation
and security of data communication in different scales of demand.
Software developing, innovation in accessibility, building data distribution systems,
commercializing digital services rapidly and safely, consulting, technical and business
support for product implementation and maintenance are becoming more and more
part of the business scope of companies.
As mentioned in the previous pages, the consolidation of this market in Brazil is
perfecting the profile of the Brazilin IT companies. This is a direct consequence of the
country’s development.
As the following examples demonstrate, Brazil’s ambition is being one of the largest
IT service providers of the world. The potential is there and many companies seek to
consolidate themselves by creating and innovating.
29
Asyst – User Support
User Support
One of the main challenges companies with costumer services
face is an integrated and ample management of information
and customers. This is only possible with technology.
When this integration is done successfully, management enables a continuous control, greater efficiency and opportunities
for constant improvement both for the team and the client /
user experience.
For this reason, appropriate tools are essential to ensure efficient and effective procedures. This was Asyst’s challenge when
supporting approximately 2500 Clariant employees.
30
The new strategic role of the Service
Desk in Corporations
Managing companies’ internal demands with a Call and
Service Center totally integrated with Information Technology is, currently, one of the big challenges of corporations.
Clariant, one of the largest international companies in the
chemical sector, realized this necessity in 2012 and restructured all its internal Service Desk processes with Asyst.
The initial Project was developed to support approximately 2500 Clariant employees, divided into units located
in Brazil, Argentina, Chile, Colombia, Peru, Guatemala,
Mexico, Uruguay and Venezuela. The scope of the services
foresaw stock control, weekly audits and monthly reports.
However, with the evolving partnership, the alliance of the
companies, became not only more important, but also assumed a more strategic role.
Currently, Asyst’s structure allocated in Clariant is
responsible for all Latin America and troubleshoots around
3000 monthly calls. Bi-lingual support in Portuguese and
Spanish has become even more systematized. The Service
Center has four basic functions; first level, local response
(Field Services), network management and finally administrative areas.
Within this structure, 24 Asyst employees are responsible
for all customer service in more than 30 locations – beyond
regional headquarters in the city of São Paulo, there are
also six other units with professional employees allocated
for more specific operations which require daily supervision.
For example, network and server management and close
monitoring of clients necessities.
As a result of the project, The department’s quality
performance assessment has had a notable improvement.
An internal research between January and March 2013
classified the support rendered by the Service Center with
a grade of 8,5, a result which reflects a significant reduction of response time of calls. Nowadays, the service desk is
not only limited to troubleshooting services and hardware
replacement, It is required that the professionals analyze the
company´s entire scenario. Reducing downtime is important for the company to reduce costs. If a user is unable to
operate due to equipment issues or software problems it will
result in additional costs for the company.
The partnership between the companies also generated a
new vision within the corporation and its procedures in Latin
American units. Asyst supported Clariant – based in Switzerland – in the process to achieve governance indicators,
resulting in operational improvement by decreasing unavailability, reducing costs and increasing end user satisfaction.
31
Field Services – Support in over
4100 cities
The Brazilian information technology market doesn’t
stop growing. Year by year, the numbers demonstrate the
importance of this sector for the national economy and the
relevance of solutions and services for business success.
In turn, the customer support industry has gained representativeness in this segment, since service desk and field
services already employ about 400 thousand professionals
and is responsible for around 1% of the country’s GDP.
Specialized in IT end user (service desk and field
services) support, Asyst leads the Latin American market,
with headquarters in Brazil and branches in Argentina,
Chile, England and operational alliances for “on site”
coverage in the Americas, South Africa and Portugal.
It also offers technological remote support for more
than 100 countries in several languages. In Brazil alone
support is given in more than 3700 cities. With its own
methodology and ITIL best practices, Asyst is the only
end-user support focused company.
Gartner, global technology research leader, reinforces
this picture. In a conducted research, the company reveals
that the budget of the CIOs focused on end-user support
has risen from 4,2% in 2008 to 7,4% in 2012. This dem-
onstrates the tendency of growth in this area in corporations and how this resource has become more strategic for
the companies. Besides investing in hardware, software
and new technologies, organizations have noticed the
importance of maintaining a fast and efficient end-user
support. Less stressed employees who deal with technology on a daily basis are more productive and corporations
become more valuable.
To ensure that the demand and the growth in the segment are assisted, it is necessary to be present and act with
ample capillarity. The Brazilian Information and Communications Technology (ICT) segment grew around 10,9%
in 2011, according to Brasscom, and this percentage also
reflects the geographic expansion of companies. Today, the
companies that offer end-user support have to be close to
their customers to ensure the same service level and quality
support for all its units and employees. Professionals use
technology all the time and desire support that will assist
them 24 x 7.
Percentage Service Desk cost in IT 2008-2012
10,2%
8,2%
7,9%
7,2%
7,4%
6,2%
5,2%
4,2%
2,2%
0,2%
2008
2009
sources: GARTNER (DEZEMBRO 2012)
32
2010
2011
2012
Less stressed employees who deal
with technology on a daily basis are
more productive and corporations
become more valuable.
Capillarity and Services
Brazil has 5570 cities and Asyst supports locally 3700 of
them demonstrating strong field service action. The company, leader in its segment of end-user support, also has
international capillarity assisting over 4100 cities, including
complete coverage in Latin American countries, as well as
United States, South Africa and Portugal, providing support
in several languages. 91 Service Centers are dedicated
to this efficient support, focused on the technology area,
as well as, in other segments. The physical and remote
presence in several locations enhance the field support and
straightens the relationship between support and users. The
company responds to over 15 million calls per year, of which
35% are resolved via e-mail or telephone. Additionally, the
company is the first in Latin America to obtain ISO 20.000
certification in this market segment.
Among the products offered are Service Desk, Field
Services, ERP support (organizational management
software), Hardware Support (Logistics, Laboratory and
Stock), Telecom, Administration, Network monitoring and
operation (NOC), Shared Service Center (IT, Facilities, HR
and Finance), Special Application Support and Resource
Allocation.
With 28 years of tradition, Asyst has more than 170
clients all over the world in the most varied sectors such as
services, industries, finance, construction and retail.
Asayst supports 3,700 Brazilian cities
33
BRQ – Government
Recife - Pernambuco
Government
In times were the population demands a more transparent Government with high quality services, technology is a tool used in
favor of better governmental practices. This was what Pernambuco’s Energy Company (Celpe) had in mind when hiring BRQ
to improve their internal processes, in other words, outsourcing
services and specific tasks within the organization ensuring a
standard of customer support. The goals of this outsourcing were:
reducing costs of assignments which were not related to the company’s core business, increasing productivity and gaining competitive advantage.
34
BRQ – Government
BRQ provides Custumer service
solutions for Celpe’s agencies
In order to obtain a more robust model of operational
governance, Celpe – Energy Company of the State of
Pernambuco – invested in a Business Process Outsourcing
(BPO) Project from BRQ, one of the main IT services and solutions companies in Brazil. Since July 2012, BRQ took over
the entire customer service operation of all Celpe`s agencies, besides providing support to the accredited network of
Celpe Service Points throughout the State.
The BPO solution developed for Celpe took only one
month to be implemented, and it is based on the following
pillars of Governance: Technology, Personnel and Processes.
With a software that controls the entire operation, and a
skilled team, BRQ provides a management model associated
to logistics, telephony and vehicles that transport workers
between the agencies and also offers supervisor`s monitoring visits.
Headquarters CELPE
35
BRQ – Government
“Environment governability
and confidence in
performance indicators that
allow fast improvements and
online monitoring”
José Carlos Medeiros
Customer Manager
Celpe
In the 47 traditional agencies and the four mobile ones,
around 120 thousand customers are received with an
on-the-spot customer service management. The solution
is installed in a cloud environment managed by BRQ, and,
according to ITIL’s good practices policies, it manages online
all the performance indicators of the agencies. Among the
results obtained by Celpe are the reduction of both the waiting time and the time to solve the customers’ requests, as a
result the customer’s time spent in the agency dropped from
28 to 11 minutes.
The project also envisioned to increase the Customer
Satisfaction Index up to 90%, and, at the end of December 2012, the indicators already showed an average 97%
satisfaction, as demonstrated by the spontaneous customer
survey collected at the end of the service.
36
According to José Carlos Medeiros, Customer Service
Manager at Celpe, the main benefits to the company with
BRQ’s solution are “environment governability and confidence in the performance indicators, which allow quick
improvement actions with the online monitoring.’
In light of such good results, Neoenergia –Brazil’s third
largest energy distributor – the group of which Cepel is
a part, implemented the project in another distributor of
the group in the state of Rio Grande do Norte (Cosern) in
April 2013.
BRQ – Government
Headquarters São Paulo
Headquarters Alphaville
Headquarters Rio de Janeiro
NEED:
OPERATIONAL GOVERNANCE
TOOL:
Business Process Outsourcing (BPO)
RESULTS:
ONLINE CONTROL OF ALL INDICATORS
REDUCTION OF WAITING TIME AND ATTENDANCE
DECREASE IN TIME STAYING IN PUBLIC SERVICE AGENCIES
INCREASED CUSTOMER SATISFACTION INDEX
37
Cast – Financial
Central Bank of Brazil
Financial
The financial market is one of the biggest consumers of technological and communication solutions essential to ascertain
safety and speed for their users. A change in the user’s behavior
requires a certain level of safety and rapidness
never before experienced, for Business to Business (B2B) as well
as for end users.
In the following pages you will see a solution proposed by Cast
for the Brazilian Central Bank (Bacen) with a new Exchange
Auction System that reduces the manual intervention providing
more speed and safety for transactions.
Legenda vem aqui
38
Cast – Financial
New Central Bank Foreign Exchange
Auctions System
The central bank selects a group of financial institutions
with an outstanding performance in the foreign exchange
market to participate in the exchange auctions, in order
to facilitate its market operation in a quick and efficient
manner. For the coordinator of the Business Relationship
division of the Central Bank (Bacen), Marcelo de Almeida
Oliveira, these companies, also known as dealers, now
benefit from full interaction between their internal systems
and the Bacen.
With the support from Cast, the Department of Information Technology (Deinf) of the Central Bank has developed
and implemented, by request of the Department of International Operations (Depin) from the same institution, the
new Foreign Exchange Auction System, a fundamental tool
for executing the country’s exchange rate policy.
Cast employees participated throughout the entire project cycle, from gathering the requisites with the business
area to the monitoring of implementation. The studies for
the modernization of the system began in November 2011
and lasted for one year.
“By participating in this project, Cast reaffirms its solid
experience and deep knowledge of the needs of the financial
segment. We hope to continue contributing to the development and improvement of technological solutions and
its applications in the sector”, comments José Calazans,
president of Cast.
39
Cast – Financial
Challenges
Before the modernization, all procedures worked
through the Information System of the Central Bank (Sisbacen), however they demanded more dedication from
the people in the International Operations Department
(Depin) for tasks related to registration and monitoring
of operations.
“This project arose from our need to start a faster and
safer platform, because the Foreign Exchange Auction
System is a very important tool for monetary policy. The
Sisbacen platform was good and reliable, but very old”
reports the deputy chief of the Depin, Ariosto Revoredo
de Carvalho.
Solutions
The new project was managed with Scrum methodology, which allows a continuous oversight of the team’s
productivity and, accordingly, outlining targets to solve
the necessary tasks in a timely manner. The solution uses
the Java programming language, with Wicket, Hibernate
and Spring frameworks.
Image Bank Cast
40
Cast – Financial
A prize winning case of the IT &
Government 2012 Yearbook of
the Editorial Forum, the new
system manages all the
necessary operations to
control the negotiation
process of foreign currency
between the Central Bank and
exchange dealers
Results
Since December 2012, the electronic auctions of foreign
currency in the interbank market started to be done by
the new Foreign Exchange Auction System, following the
messaging model, which is already used in the Brazilian
Payment System (SPB).
A prize winning case of the IT & Government 2012 Yearbook of the Editorial Forum, the new system manages all
the necessary operations to control the negotiation process
of foreign currency between the Central Bank and exchange
dealers, as well as enables the monitoring of exchange contracts and their payments, from hiring to liquidation. The
operations have gained more agility, while the procedures
require less manual interference. With this, they have also
become safer.
The pillars of Scrum - transparency, inspection and
adaptation - were fundamental for the success of the
project. The methodology enabled the anticipation of possible failures in the processes. Thus, the implementation of
the system was faster, practical and efficient, as well as its
subsequent maintenance, which now requires dedication
from a smaller team. Furthermore, the technology professionals have gained more time to dedicate themselves to
other Bacen projects.
“Cast has worked with Bacen for 16 years and, like other
customers, successfully made the transition from the old
body shop contract to a modern software model, oriented
by product service and aligned with the Normative Instruction No. 04 of the Federal Court of Accounts (TCU IN 04)”,
said Sandro Moretti Almeida, Director of Finance and
Goverment Contracts.
Image Bank Cast
About Cast
In the market since 1990, Cast is a company that
delivers solutions in information technology, acting
throughout the country and also abroad. The company
has 2 thousand employees, distributed in units in São
Paulo, Rio de Janeiro, Brasilia, Araraquara, Belo Horizonte, Fortaleza, Curitiba, Argentina and the United States.
Recognized by IDC as the largest IT company in application services for the public sector, Cast invests heavily
in infrastructure, professional training, research and
development to diversify and innovate its portfolio, in
order to expand its production capacity.
Organized in three business areas - Finance, Industry
& Services and Government - the company has ISO 9001
certifications, CMMI 3 and MPS.BR. Throughout its history, Cast outstood for its portfolio excellence in services
and solutions, such as: centers of knowledge, development of solutions and testing; Business Intelligence (BI),
Business Process Management (BPM), Business Activity
Monitoring (BAM), Business Process Outsourcing (BPO),
Customer Relationship Management (CRM), Enterprise
Content Management (ECM), Enterprise Resource Planning (ERP), Governance, Risk Management and Compliance (GRC); solutions for smart cities, mobility, outsourcing, service desk and Big Data.
41
Stefanini – Petrochemical
Petrochemical
Brazil formed in the last decade new petrochemical complexes
and saw new companies and global groups being born. One of
these companies was Braskem, which was born big, with equally
proportional challenges. In this market, the search for raw
materials and cost competitiveness are essential for the companies’ constant growth.
Therefore, with an even more competitive market, constantly
reviewing and updating processes of administrative support is
vital to generate value for the organization.
It was with this vision that Braskem hired Stefanini, Starting
with Brazil and afterwards closing contracts within the rest of
the world. In the following pages you will see the benefits of the
several integrated information technology services.
Legenda vem aqui
42
Synergistic partnership with Braskem
Braskem, the largest thermoplastic resin producer in the
Americas, is the result of the integration of six companies
in 2002: Copene, OPP, Trikem, Nitrocarbono, Proppet and
Polialden. In the following years, the company made a series
of acquisitions. At first in Brazil, with an eye out to the
consolidation of the Brazilian Petrochemical industry. And,
starting in 2010, also abroad, with plants in the USA and
in Germany, establishing itself as an important player in the
thermoplastic resin global market.
One decade after its foundation, Braskem produces over
16 million tons of resins and basic petrochemical products
a year. It does business in over 70 countries. And it has
over 7,600 people employed in its 36 industrial plants – 29
in Brazil, five in the USA and two in Germany – and in its
offices and commercial outposts in the Americas, Europe
and Asia.
Its production is focused in polyethylene (PE), polypropylene (PP), polyvinyl chloride (PVC) and other basic
chemical inputs, such as ethylene, propylene, butadiene,
chlorine, soda and solvents. Its portfolio also includes a
unique line of products made from sugarcane, a renewable
feedstock. That’s the case of the green ethylene and green
polyethylene.
In order to supply the domestic market and make room
in the global market, Braskem used an internationaliza-
tion and growth strategy based on innovation and capacity
expansion that allowed the company a new stage in the
increase of volumes, quality and business opportunities.
Since January last year, as a support to its business,
Braskem has a partnership with Stefanini offering IT solutions that not only increases productivity, but also warrants
safety and continuity.
The challenge faced by Braskem included the short deadline and the unification of the infrastructure support, such
as: Service Desk, Field Services, Telecommunications, and
System Solutions (SAP and legacy systems), that until then
had different service providers in each area. “Redoing the
knowledge base, together with the change in the incident
management tool, and including the record deadline, were
great challenges to our implementation”, says Marco Brasil,
IT Services and Operations Manager at Braskem.
The transition also required a lot of effort from the
staff to get acquainted with the processes and even with
the particularities of the client. “It was not a smooth
transition. A reversed engineering had to be done to
learn how to develop the processes. In the beaconing
phase, the teams discovered gaps and corrected the
scripts to fill them”, explains Gladis Orsi, Commercial
Director at Stefanini, adding that everything was done in
a record time of five months.
43
“The challenges were great,
but we gained scale
without losing technical
capability”
Marco Brasil
Manager Operations & IT Service
Braskem
Agility
“The first thing we did was to create a single call center
in four languages – Portuguese, English, Spanish and
German – working 24/7. It’s a service entirely based on
ITIL methodology and it was implemented in two phases:
the first began in January and made all the infrastructure
available in March. At the first level, done remotely, we
answer today to the whole world”, says Tiago Machado,
Business Manager.
In April, the second part of the project was delivered.
Named Application Management Services, it basically sustains Braskem’s SAP system. There are a few legacy systems,
but SAP is the main one. Stefanini uses the Shared Service
Center (SSC) for this job.
With “Field Services”, Stefanini answers calls from the
whole world: Brazil, USA, Mexico and Germany, at the main
factories with dedicated personnel, answering calls that are
not solved by the call center. The remote system optimizes
the client’s costs and minimizes Stefanini’s.
The on-demand field work includes Latin America, Singapore, and the Netherlands (Roterdam). All requests are
sent to the center, which designates an employee to solve
the problem at the client, be it in Europe by the personnel
at Belgium or Romenia, in Asia, by the personnel at the
Filippines, and in Latin America the same way. Depending
on the volume of the demand, some sites maintain one
44
or more permanent person – there are cases with 10-15
people. This service is managed by SLA (Service-level
Agreement).
The initial scope in Telecommunications was restricted
to Brazil and Latin America. But, with the gain in quality,
synergy and cost, the client extended the contract so that
Stefanini acted globally. “This happened in June. Three
months later, Stefanini started answering for the northern
hemisphere also”, explains Gladis.
For the part of the systems, SLAs are also used and there
are some particularities: when the client’s accounting has a
closing, annual or payroll, Stefanini keeps personnel on-call
to help with the process. “It’s an 8 to 20 hour coverage
done remotely from Guido Caloi’s office”, says Machado.
Braskem: continuous gains in
performance and productivity,
as well as activities in other
Legenda vem aqui
Image Bank Stefanini
New businesses
With advantages like agility and flexibility, Stefanini is
increasing its relationship with the client. “We are beginning
to act in the Infrastructure Projects’ and Telecommunications’ areas”, says the director.
Nowadays, there is an average of 140 people directly
involved and acting exclusively with the job, and another
30-40 shared personnel.
Stefanini also developed a solution within its SD and
extended the service to Braskem. It’s the level 1.5 for
answering calls that acts as an intermediate level between
level 1 and 2. This level includes a group of people that can
solve low-complexity problems, but that demand more time
than the first level can offer. “The faster problem-solving
level generates more competitiveness for Stefanini”, assures
the executive.
Another benefit generated for Braskem was the gain in
productivity, which means that, the more Stefanini knew
the client, the better the efficiency and performance of the
service. And so, Stefanini offers a financial compensation at
every annual readjustment.
The logic behind it is that, the better the performance
with the client, the smaller is the number of people
Stefanini needs to do the same thing. “That’s how I gain
performance, I have a smaller cost and pass that reduction
to my client”, explains Gladis.
According to Marco Brasil, Stefanini is differentiated
because the company acts in several fronts. “It’s an interesting option for an environment as diverse and integrated as
Braskem, since we provide a large spectrum of IT services,
which gives us gains in scale without losing technical capability”, says Brasil. “Furthermore, we have easy access to
the company’s personnel and that gives us comfort, because
they solve our difficulties in a quick and efficient manner.”
For Stefanini, the biggest advantage was the gain in
spread and comprisement: “Since we had to allocate more
people in the service centers, we can supply more clients. If
I have another client similar to Braskem, I have the expertise to provide him”, reveals Gladis.
The next objectives are the continuous improvement of
Braskem’s indicators, the continuous gain in performance
and productivity, and acting in other fronts. “This is good
for both parties”, concludes the executive.
45
TOTVS – Health
Health
Information technology in health covers different fields such as
mobility, change and innovation management. There are three
fundamental points in order to execute a successful project in a
constantly evolving segment. Electronic health records, new technology, digital certificate, data protection and patient safety are
the main objective of the solutions for this market.
The advance of information technology in the health sector,
public and private, requires adopting best practices in conducting
activities and registering information, which are indispensable for
the quality of medical treatment.
That’s why TOTVS was hired by AFIP (Research Incentive Fund Association) to act with excellence in clinical diagnosis and research
centers, as well as relevant social services that are complementary to the State.
46
TOTVS – Health
Research with quality information
“AFIP uses TOTVS Protheus line since 2002, but as the
system was deployed in separate parts, there were some
difficulties. Among them, there were lack of integration
of the modules, many customizations, errors in the main
registrations, and others. Due to this scenario, we did
a survey and the diagnosis was to redeploy the entire
system. Our purpose was to integrate the processes,
obtain a trustworthy tool and committed people. It was a
great challenge to achieve this, but in the end, we were
able to redeploy the system with 90% of the default ERP.
We only had 10% of gaps. One point worth mentioning
is that we strongly counted on the support of the entire
team, especially the president and the directors of AFIP.
This support was essential for our work to be successful!”
Milton Vicente Vieira Junior, AFIP System Manager.
About AFIP
AFIP (Research Incentive Fund Association) is a nonprofit
private entity, founded in the 70’s by professionals of the
health area, university professors and researchers. The
association aims at providing financial support for teaching activities, scientific research and medical service to the
community, with emphasis on health public service. Their
vision is to be a philanthropic institution that acts with
excellence in its centers for clinical diagnosis, research and
services of social relevance complementary to the State
nationwide.
Customer Name
AFIP (Research Incentive Fund Association)
Number of professionals
Around 3,000
Head Office
São Paulo, State of São Paulo - Brazil
Website:
www.afip.com.br
Activity Field
Health – Clinic Laboratories
TOTVS Department
Health
47
TOTVS – Health
Why TOTVS
TOTVS was chosen again by AFIP to redeploy the Protheus system because it presented flexibilities and good practices in
project management (techniques and technologies), not to mention its TOTVS Deployment Methodology.
Challenges:
The modules were not integrated
Many customizations
Problems with the registrations
Lack of information consistency
Solutions
The first stage was reviewing old processes, and soon
after, establishing new processes and procedures. Following
that, TOTVS redeployed the system with less customizations
and new functionalities.
After the first stage, the project aimed at preparing
users, their roles and responsibilities were defined for the
entire ERP Project team. Key users were trained.
At the end of the process, with a new system and with
trained users, the greater reliability of information and the
improvement in costumer services were notable.
Image Bank: Dreamstime
48
Image Bank: TOTVS
TOTVS – Health
TOTVS Products and Services
to this Customer:
Purchases
Inventory
and Costs
Finances
Hospital
Management
Invoicing
Accounting
Fixed Assets
Import
Import
Financing
Tax
Contracts
Personnel
Management
Electronic
Attendance
Recruitment
and Selection
Positions
and Salaries
Training
Occupational
Safety and
Health
Private Care
Candidate
Portal
HR Portal
The information technology
advance in the health sector,
public and private, requires
the adoption of good practices
while conducting activities and
registering information.
49
Brasscom
Institutional
Brasscom works to foment the Brazilian Information
and Communications Technology (ICT) market. The goal
is to promote the use of information technology as a
driver for economic and social development. Equally,
Brasscom promotes competence of Brazilian companies
around the world.
Brasscom is organized in thematic committees with
an agenda focused on the main themes which affect the
competitiveness of the sector and the Brazilian economy.
The Committee of Market Development acts to seek institutional and regulatory improvements which enhance the
business environment of the country, reducing IT production and consumption costs in Brazil. The Environment
and Infrastructure Committee deals with the removal
of infrastructural and regulatory bottlenecks related to
Information Technology investments. The Human Resources and Competitiveness Committee dialogues with
main education and IT workforce improvement programs
in the country. The Strategic Communication Committee
works to increase the perception and comprehension of
interested audiences of the ICT sector through attraction
of talents and strategic alliances. In general, Brasscom
aims to propel innovation and to participate in the foremost IT public policy initiatives, such as “TI Maior” from
the Technology and Innovation Ministry and the “Brasil
Maior” Program from the Ministry of Development,
Industry and Foreign Trade.
In partnership with McKinsey consulting, Brasscom
produced, in 2012, the study “ICT Brazil 2022 – ICT
as the driver for economic and social development of
Brazil”, an integrated plan aiming to establish the use of
IT in the main economic sectors and in the society as a
national benchmark.
50
HR and Competitiveness
Identifying system tendencies and human resource
managements and employment relations which contribute to increasing competitiveness and ethics in
the ICT sector. The Committee will discuss the following themes: meritocracy, workplace flexibility, outsourcing, tax relief and talent spotting establishing a
new paradigm of management and work relationship
of the sector. The goal is to seek a healthy and ethical
environment for the ICT business in Brazil.
The pillar of Human Resources and Competitiveness
works in the following lines of action:
Training: Programs and projects to serve the real
demands of the sector.
Aiming to spot talents and vocation for IT careers,
Brasscom launched in 2012 an unheard-of professional
education program, in partnership with the Science,
Technology and Innovation Ministry (MSTI). The “Brasil
Mais TI” will offer 50 thousand free vacancies for free
online courses in programing languages, as well as job
vacancies in this segment.
Brasscom actively participates in the project of the
“S” system (SENAI and SENAC) that offers 540 thousand
vacancies to young people living all over Brazil. The
professional qualification and technical education courses
are designated for low-income population, which are
qualified in the ICT area.
Furthermore, the department created two types of
courses in the Federal Education Network to be implemented in several IF – Federal Institute of Technical Education: extension, the student enrolled in an IT course
may specialize in specific subjects and technologies
alongside graduate course; and open courses, to anyone,
even without previous knowledge, may enroll. The goal
is to bring students, in the professional education phase,
Brasscom
Aiming to spot talents and
vocation for IT careers,
Brasscom launched in 2012
an unheard-of professional education program, a
partnership with the Science,
Technology and Innovation
Ministry (MSTI).
closer to technologies which are currently being applied
in companies.
Brasscom also has a partnership with the Educational
Division and Rehabilitation of Communication Disorders
(EDRCD) of the Pontifical Catholic University (PCU) to offer Information Technology courses for people with hearing impairments. The 24-month Professional IT Training
Program for the Deaf has lessons adapted to special
needs and learning in companies involved in the project.
Intermediation of resources : Meeting place for supply of professionals and demands of companies.
Brasscom published a study “The market of IT professionals in Brazil” with a detailed outlook of the demand,
supply and remuneration of the sector in the country. With
this report, the entity proposes public policies aligned with
company demands to qualify professionals in Brazil.
Infrastructure and environment
Spreading the theme of ICT infrastructure in the
priority agenda of the Government, developing programs to improve and modernize the country’s existing infrastructure, tackling subjects such as competitive taxing, stimulating development of infrastructure
to implement broadband and installing datacenters in
Brazil, intellectual property management and development of a national cloud policy, among other new
technologies which will be presented to the market.
IAn important goal of the sector in 2013 is to offer
proposals to municipal, state and federal governments, for
Brazil to spotlight with the use of ITC in the 2014 World
Cup and 2016 Olympic Games. In this regard, Brasscom
developed a study that mapped out ICT opportunities in the
big sport events. Data of the study reveal investments of
approximately R$ 57 billion will be required, of which 10%
are designated to ICT.
Brasscom aims to transform Brazil in a global hub of
datacenters carried out a study with the Science, Technology and Innovation Ministry (MSTI).The report analyzed
the installation and operation of datacenters for cloud
computing in the country when compared to the main
centers of the world. The study proposed actions for the
government, intended to increase Brazil’s competitiveness
in the global scene.
In 2012, Brasscom published the sixth edition of the
Brasscom Digital Convergence Index (IBCD), according to
international methodology and standards. The index reveals
dynamic growth of the indicators associated to the technological platforms (hardware, software and IT-BPO services)
and convergence environment (connectivity, communications, media and services access and digital products).
Other themes covered by this pillar include the Civil
Landmark for internet freedom and Data Protection Internet
Law. Brasscom in partnership with MSTI and European
Union promoted in 2013 a “Digital Economy, Cloud
Computing, Privacy and Data Protection” workshop with
participation of the public initiative to discuss the creation
of a regulatory bill of data protection in Brazil.
Brasscom’s goal is to
promote the use of
information technology
as a driver for economic
and social development.
51
Brasscom
The challenge of the Market development and
Innovation area is to foment the Brazilian ICT market
through use of technology in other sectors,
in order to increase productivity
Market Development and Innovation
Spreading the ICT potential as an accelerator of
strategic sectors identified by the ICT 2022, aiming to
develop the local market, increase exports, innovation
and investments in the country. Creating a national
benchmark and an integrated action plan to generate economic impact, with scale and wide-ranging.
The ICTs possess elevated and demonstrated potential
to induce economic and social development. The ICTs
promote excellence in public services and contribute
decisively for the country’s progress and growth.
The challenge of this area is to foment the Brazilian ICT market through the use of technology in other
sectors, in order to increase productivity and economic
competitiveness. Thus, incentivizing the use of ICTs
in transformational and innovation projects in priority
areas, such as health, education, electronic government,
logistics etc.
52
Strategic Communication
Elevating the level of perception and comprehension of audiences of interest about the ICT sector,
through attraction of talents and developing alliances
and strategic awareness, as well as fomenting entrepreneurship.
The pillar of strategic communication has the following goals:
Awareness: Elevating the perception and comprehension of Information Technology and Communication
topic with strategic audiences capable to contribute to
consolidation of the subject;
Attraction: Spreading an innovative and dynamic
image of the sector with a young audience aiming to attract talent thought tools such as social media;
Use of IT: Programs and projects which use or amplify the use of IT.
Alliances: Defining a strategy of positioning, alliances and dialogue of Brasscom with interested parties such as government, press, education institutions,
among others.
The main activities concern the relationship between
the private and public sectors. The tax relief over payroll
comprised in the “Plano Brasil Maior”, consolidate Brasscom’s actions to reduce costs for IT companies increasing
Brazilians competitiveness in the world. This measure
reduces also informality, producing a more ethical
environment for business and bringing more security to
employment relations in the segment.
Brasscom is still working on regulation for outsourcing of IT services.
This area develops several activities, such as: trade
promotion actions, identification of possible costumers, generation of businesses, relationship with influential people and opinion formers abroad, in addition
to reports and market intelligence studies to leverage
Brazilian software exports and ICT services, through an
agreement established in 2009 with the Brazilian Trade
and Investment Promotion Agency (Apex-Brasil).
Brasscom
Board of Directors
Laércio Cosentino
José Luiz Rossi
Chairman of the Board
TOTVS President
Board Member
Capgemini President
Benjamin Quadros
Mariano de Beer
Vice Chairman of the Board
BRQ President
Board Member
Microsoft Brasil President
Fernando Martins
Oscar Clarke
Intel President
Board Member
HP President
Marco Stefanini
Rodrigo Kede
Stefanini President
Board Member
IBM President
Irineu Govea
Sérgio Paulo Galindo
Board Member
Itautec Industrial Planning Director
Board Member
BT Brasil General Director
Gilmar Batistela
Board Member
Resource President
Luiz Mattar
Board Member
TIVIT President
José Carlos Villela
Board Member
Accenture Managing Director
53
Brasscom
Directors
Antonio Gil
CEO
Edmundo Oliveira
Mariana Oliveira
Nelson Wortsman
Sergio Sgobbi
54
Brasscom
supporters
Apex-Brasil
The Brazilian Trade and Investment Promotion Agency (Apex-Brasil) has the mission to develop competitiveness of Brazilian companies, promoting internationalization of their businesses and attracting foreign direct investment.
Apex-Brasil supports, currently, more than 12 thousand companies from 83 productive sectors of the Brazilian economy
that export to over 200 markets.
In partnership with sector entities, the agency organizes business promotion activities, such as business rounds; supports the participation of Brazilian companies in major international trade fairs; and supports the visits of foreign buyers and
opinion formers to introduce them to the Brazilian productive structure. It also produces studies of business and competitive
intelligence in order to guide the decision making process of domestic firms on accessing international markets.
The agency also coordinates efforts to attract foreign direct investments (FDI) to the country, working to identify business
opportunities, promoting strategic events and ensuring support to the foreign investor throughout the whole process in Brazil.
The goal is to attract productive capital from foreign companies which can incorporate technological innovations and new
business models to solidify supply chains.
Ministry of Science and Technology
The Secretariat for Information Technology Policy (SEPIN) from the Ministry of Science, Technology and Innovation has as
its mission to propose and implement public policy actions and national or international projects for the Information Technology and Communication sector.
SEPIN coordinates actions that contribute to the generation of employment and income, better equalization of the trade
balance in the sector, the creation of opportunities of technological advancement for the local industry and the increment of
research and development in Information Technology and Communication.
SEPIN’s programs and activities are backed by the Plan of Action for Science, Technology and Innovation for Industrial
Development. In this context, the Secretary operates in three major areas:
• Substantially increase sector exports designated for national or transnational companies operating in the country;
• Increase participation of companies that develop software in the internal market and stimulate the expansion of these
companies economic capacity;
• Promote the development and production of software in emerging segments.
Complementary actions:
• Training and Qualification of Human Resources;
• Encouraging product development and solutions in strategic and emerging segments;
• Disseminating and supporting the implementation of good practices in software engineering by the companies;
• Supporting efforts of Brazilian companies to export software and IT services;
• Supporting enhancement of the use of IT systems in various supply chains;
• Implementing of information systems on the Brazilian software and services industry;
• Developing studies and supporting events of interest to the sector.
55
Brasscom
Ministry of Development, Industry and Foreign Trade (MDIC)
Mission:
Formulate, execute and appraise public policies to promote competitiveness, foreign trade, investment , innovation in
companies and consumer well-being.
The Ministry of Development, Industry and Foreign Trade, body of the direct administration, is responsible for the
following subjects:
• Policy for industrial development, trade and services;
• Intellectual property and technology transfer;
• Metrology, standardization and industrial quality;
• Foreign trade policies;
• Regulation and implementation of programs and activities related to foreign trade;
• Applying trade defense mechanisms;
• Participating in international negotiations on trade.
The following entities are linked to the Ministry of Development, Industry and Foreign Trade:
• Superintendence of the Manaus Free Trade Zone (SUFRAMA);
• National Institute of Industrial Property (INPI);
• National Institute of Metrology, Quality and Technology (INMETRO);
• Brazilian Development Bank (BNDES).
In addition to the aforementioned linked organizations, private nonprofit entities celebrate agreements with MDIC and
receive resources to carry out actions in the public interest. They are:
• Brazilian Agency for Industrial Development (ABDI);
• Brazilian Trade and Investment Promotion Agency (Apexbrasil).
The Brazilian information technology (IT) services and software industry uses a sector brand, “Brasil IT+”, to collectively communicate in its activities abroad. Aiming at creating a single visual language, based upon a joint placement
strategy, the brand allows Brazilian companies and representative entities of the IT sector to have an identity that is
recognized in any part of the world, supporting its export promotion and internationalization initiatives.
Brasscom is part of the group of institutions and companies that believes in the capacity of the Brazilian IT sector
to do business inside and outside of Brazil, contributing to the development of the country and the consolidation of
this industry as an option of great competitiveness in the global market.
The brand Brasil IT+ certifies the competence and quality of Brazilian IT and warrants the delivery of efficient and
innovative practical solutions by means of the singular combination of attributes Brazil has to offer: business expertise, creativity, flexibility, diversity, infrastructure and excellent conditions to make solid partnerships.
56
Brasscom
Associated Companies
Accenture
BT
www.accenture.com
Global management consulting,
technology services and outsourcing
company.
www.globalservices.bt.com/uk/en
BT is one of the world’s leading
communications services companies,
serving the needs of customers in more
than 170 countries worldwide. Algar
www.algartecnologia.com.br
We offer our expertise seeking to
deeply understand the daily life of each
business and develop personalized
projects for each client.
CAPGEMINI
Alog
CA
www.alog.com.br
Alog provides and manages high
complexity corporate projects of Colocation, Hosting and Cloud Computing.
Today is the main Carrier Neutral
datacenter in Brazil, offering the best
quality connection of the country.
www.ca.com
CA Technologies (NASDAQ: CA) provides IT management solutions that help
customers manage and secure complex
IT environments to support agile business services.
Asyst
www.cast.com.br
Cast is a solution integrator company
in the information technology field,
which has driven its business in Public
Sector, Finance and Industry & Services segments for over 23 years.
www.asystinternational.com
IT company specialized in end-user
support (service desk + field services).
Atos
http://br.atos.net/pt-br
Consulting and Information Technology
Services. Consulting, systems integration and management services.
BRQ
www.brq.com
Founded in 1993, BRQ is one of the
main IT services and solutions companies in Brazil, with more than 4,000
professionals spread around 13 offices
in Brazil.
www.br.capgemini.com
One of the world’s foremost providers
of consulting, technology and outsourcing services. CAST
Ci&T
www.ciandt.com/br-pt
CI&T builds web, mobile and digital
marketing applications and provides
consulting, SAP and BI services.
CISCO
www.cisco.com/web/BR
Leading supplier of networking equipment and network management for the
internet.
BSI
Dell
www.bsitecnologia.com.br
System’s integration, Consulting, Cloud
Computing, BI, IT Security, Human
Capital Management and Costumer
Experience.
www.dell.com.br
Dell’s goal is to make technology more
accessible to consumers and businesses, delivering technology solutions
that enable people everywhere to grow
and thrive.
57
Brasscom
EMC
Intel
http://brazil.emc.com
Global leader in technology for information infrastructure and solutions in
storage, backup, Cloud Computing and
Big Data.
www.intel.com.br
Manufacturer of computer, networking
and communications semiconductors.
Itautec
www.itautec.com.br
Hardware manufacturing (PCs, commercial and banking automation) and
services. Helpdesk and service desk;
field services, logistics, IT infrastructure and customized projects.
Ericsson
www.ericsson.com/br
40% of the world’s mobile traffic goes
through Ericsson’s networks and we
provide support services to our customers’ networks, that serve more than
2.5 billion subscriptions.
Lenovo
www.lenovo.com/br
Lenovo is a PC+ company that develops
and manufactures high-quality and
reliable technology and services.
GFT
www.gft.com
GFT offers IT consulting services,
architecture, project development and
application management.
Page 1 of 1
www.microsoft.com/pt-br
Software and Services in ITC.
Google
www.google.com/about
Google is a global technology leader
focused on improving the ways people
connect with information. HP
www8.hp.com/br
HP brings together a portfolio that
spans printing, computing, software,
services and IT infrastructure, applications and business process to our
clients.
Hughes
www.hughes.com.br
Global leader in satellite communication technology and services.
IBM
www.ibm.com/us/en
End to end IT solutions leader in
consulting and infrastructure services,
hardware, software and financing.
58
Microsoft
file:///D:/Work/Downloads/Microsoft.svg
4/15/2013
Oracle
www.oracle.com
Oracle engineers hardware and software to work together in the cloud and in
your data center. PromonLogicalis
www.br.promonlogicalis.com
PromonLogicalis is an Information
Technology and Communication
service and solutions provider in Latin
America.
Resource
www.resource.com.br
Resource is one of the largest IT solutions provider and integrator in Brazil.
SAP
www.sap.com
SAP management solutions help
customers to run better, efficiently and
transparently.
Brasscom
Scopus
Tata
www.scopus.com.br
One of the main technology companies
in the Brazilian market; operating
in the development of Information
Technology solutions, innovation and
services.
www.tcs.com/worldwide/br
Experience Certainty - IT Services,
Business Solutions, Outsourcing.
Spread
www.spread.com.br
IT solutions to the Financial Market /
Carriers / Services / Public Agencies /
Industry / Commerce.
Stefanini
www.stefanini.com
Stefanini’s main line of services includes IT Consulting, Systems Integration
and Outsourcing (ITO & BPO).
T-System
www.t-systems.com.br
A T-Systems is part of Deutsche
Telekom group. Provides complete
Outsourcing solutions, from applications development and integration to
complete IT and Telecom infrastructure
operations.
Tivit
www.tivit.com.br
Leading provider of IT Management
(ITM) and Business Process (BPM) in
Latin America.
todo!
www.todo.com.br
CRM Intelligence and Innovation, IT
Environment Management, Software
Solutions and Engineering Services
and Aplications. That´s todo!, a people
company which cares technology.
Totvs
www.totvs.com
TOTVS is a software, services and
technology company.
UNISYS
www.unisys.com
Worldwide information technology
company which provides a portfolio of
IT services, software and technology
that solves critical problems for clients.
Institutional Members
B2B Magazine
INPE
www.b2bmagazine.com.br
www.inpe.br
Cesar
UFPE
www.cesar.org.br
www.ufpe.br
CDI
www.cdi.org.br
CTI
www.cti.gov.br
UNESP
www.unesp.br
UNICAMP
www.unicamp.br
59
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