Computer consultants offer their take on problem faced by a hypothetical company in Special Reports' showdown of IT solutions.

• IBM Canada
• Sysoft.ca
• Dell Canada
• Compaq Canada
• Deloitte + Touche

Computer services companies talk about their "solutions" to our information technology problems, but how well do these companies live up to their own hype?

Special Reports decided to put them to the challenge. We asked veteran technology writer Issie Rabinovitch to devise a technology problem for a hypothetical company, which is shared by many Canadian companies. The scenario he created for the challenge was built around a medium-sized Canadian real estate management firm that is looking for ways to maximize its investment in Palm technology.

Mr. Rabinovitch sent this scenario, which appears on this page, to several computer services companies and asked them to produce a 700-word response within a specified time. Five companies responded to the challenge. Each one came up with recommendations that, in many cases, were built around their product lines. Most also opted for a solution built around Microsoft Windows 2000.

IBM Canada recommended virtual private networks as part of its solution. Sysoft.ca, a Toronto computer consulting firm, built its own solution around Windows 2000 Terminal Services and the Internet. Dell Canada also recommended a Windows 2000 and Terminal Services platform. Compaq Canada similarly recommended a Windows-based solution and also recommended ABC centralize its servers in head office. Deloitte + Touche's solutions practice recommended Internet portals and Web video for monitoring ABC's buildings. Mr. Rabinovitch reviewed the submissions and the results can be found below.

ABC is a Canadian real estate management company. It owns about a dozen large apartment building complexes, in addition to other commercial properties. At each one, there is a management office, with the building manager and several office staff.

The key application at headquarters is a comprehensive real estate management application that runs on a Windows NT server. Employees at headquarters use the application via the internet network, while each of the remote sites accesses it via a modem, phone line, and pcAnywhere.

This is an awkward situation, since a separate phone line and modem are required at headquarters for each concurrent user of the system.

All of the remote offices need to access the application at the same time, since they all receive rent payments at the same time, and they all have the same reporting requirements. Headquarters is being pressured to add additional pcAnywhere hosts, but they are reluctant because of the cost and because they are not happy with the performance of the dial-up modems.

The executives at headquarters and the managers at the properties are frequently out of the office. They want access to e-mail, files and their major application from wherever they are. They are concerned about security, so any solution must address this need.

The usual mix of office productivity applications is also found both at headquarters and the remote sites. in the past few months, the use of the Palm Organizer has spread throughout the company, and it is approaching a 50% adoption rate.

ABC is interested in anything that would augment its investment in the Palm. It is interested in wireless e-mail access and wants to know if an approach based on the Palm is the best way of going about this.

The servers at headquarters run on Windows NT Server, and there is a mix of desktops and notebooks running Windows NT Workstation and Windows 98. The hardware is mostly of recent vintage. ABC is curious to know if the benefits of upgrading to Windows 2000 are worthwhile in its case.

The pcAnywhere technology that ABC Co. uses was popular before the Internet explosion and operated over the public telephone system. A more attractive technology available now is called virtual private networks or VPN.

VPNs run over a TCP/IP network. A piece of software called a "VPN client" runs on the PCs at the remote offices and communicates with a piece of software (or hardware) called a "VPN server" at headquarters.

Hardware solutions such as Shiva's (recently bought by Intel) are popular, but given that ABC is already considering a Windows 2000 upgrade, we would recommend it take advantage of the VPN technology that comes included.

The VPN client and server negotiate a common "tunneling" protocol, perform user authentication and handle the encryption and decryption across the public internet. A firewall protects ABC's servers and could also be software-based (such as IBM) or hardware-based (such as Cisco).

VPNs have many advantages. ABC can retire its modem pool and re-deploy the dedicated pcAnywhere servers. VPNs are secure and scalable - additional PCs can be added easily. Employees could work from home.

Performance in the remote offices could be further improved by upgrading to high-speed Internet access. Remote users could access e-mail through a simple browser or mail client. They could also access any headquarters files across the VPN.

To access the critical real estate management application, ABC would need to install the client application - the code that currently runs on the pcAnywhere servers - onto the remote PCs. Then, once authenticated through the VPN, any number of concurrent remote users could share real-time access to the real estate management application with their headquarters colleagues.

Two mobile devices are used at ABC. For managers with notebooks, adding the VPN client (again, included by upgrading to Windows 2000) will allow them identical access from any Internet connection from any point.

For those who want the same access from their Palm Organizers, different solutions are emerging. The area of wireless internet is one of the most exciting hot spots in IT today.

Palm and its software partners are rushing to provide robust and secure wireless TCP/IP solutions of the kind that have matured in the wired world. Software for e-mail and to view a wide variety of popular file types on the Palm is available now. Competitive technologies such as WAP phones, RIM-type devices and Pocket PCs are close behind or pulling ahead.

Wireless security is coming, but it remains a weak spot. There are no robust VPN-type solutions for the Palm yet. Powerful enterprise software is emerging, however, and they could allow ABC much better management of their growing pool of Palms. The HotSync Server for Enterprises announced by Palm in May supports centralized what is known as synchronization and provide such features as asset tracking every time a user replicates, centralized software distribution and automatic data backup.

The HotSync Server also includes an application program interface ABC could use to write a custom front-end (called a conduit) to its real estate application. Pre-built conduits for Exchange and Lotus Notes are available.

A custom conduit could allow ABC managers to do common queries and capture updates on the Palm, and then safely replicate the changes back to the headquarters servers every time they synchronize.

Later as VPN technology matures in the wireless world, they can more to real-time queries and updates from their Palms.

ABC Co. is a prime candidate for some new and maturing technology solutions from Microsoft and others. These include Windows 2000 Terminal Services, virtual private networking and Palm Inc.'s HotSync Server software.

To provide remote offices and roaming users with access to the Real Estate Management application, ABC's head office needs to have a high-speed Internet connection and a Windows 2000 server running Terminal Services. Remote computers would use the Terminal Services Client to run the Real Estate application, instead of remotely controlling a PC at head office via pcAnywhere.

Rather than dialing directly to head office, the remote offices would make a local connection to an Internet service provider and forge a virtual private network connection back to the head office server. This solves the need to purchase more computers, modems and telephone lines for additional simultaneous remote users. Depending on the area, remote offices may be able to take advantage of some of the fast but inexpensive internet connectivity alternatives such as cable or ADSL.

As data would be transported across the Internet, a key component of this strategy would be security. Windows has a virtual private networking capability built in, and there are a number of good, third-party alternatives. ABC's data will be encrypted and protected.

Windows Terminal Services technology combines some of the benefits of mainframe and minicomputer-based computing with the powerful, graphical applications available for PCs today. The applications are actually deployed and run centrally on the server. Remote clients interact with the server and applications via a terminal session. This means some or even all applications can be made available to the remote offices without having to visit each site and deploy them locally.

Another side benefit to this strategy is that the hardware requirements of the Terminal Services Client software are remarkably light. Hardware investments for the remote offices will have a much longer useful life than the typical PC running software locally.

ABC's experience with the Palm Pilot mirrors that of many companies. The Palm organizer has become a remarkably popular device among users on the go. Palm Inc. has been making a concerted effort to integrate its device with corporate computing environments more easily.

The Palm HotSync Server Software runs on Windows NT Server 4 and provides a centralized point of access and control for synchronizing Palm Pilots with e-mail, calendars, and corporate data.

The product includes a Microsoft Exchange Server conduit and Lotus Notes support is coming. Access to the server can be through the traditional desktop cradle connection, a centrally located Ethernet cradle, or via dial-up to a remote access services server. Interestingly, Palm is considering adding support for Windows CE to its HotSync Server in the future.

Roaming users who require access to the Real Estate application might opt for a Windows CD device that would not only synchronize with their e-mail and calendars, but could run Terminal Services Client for Windows CE. The decision to upgrade to Windows 2000 is one being considered and debated at many companies. ABC is lucky to have recent-vintage hardware, but a full hardware/software audit should still be performed before launching into Windows 2000. Upgrades or replacements of some hardware and software may be necessary before Windows 2000 can be deployed. IT staff need time to familiarize themselves with the Win2K interface changes so they can train/support end users.

Moving to Windows Active Directory requires some serious planning. Having said that, Windows 2000 provides a blend of NT robustness and security with some of the features that Windows 98 users came to appreciate, such as better support for laptops.

From an IT management perspective, Windows 2000 offers new and improved tools to deploy, maintain and control both servers and desktop computers on networks.

ABC Co.'s current system configuration appears costly and may have exposures in the areas of security, reliability and flexibility.

To help remedy these issues, we recommend ABC consider a virtual private network (VPN) solution. This approach can enable users of the system to electronically access ABC applications from company headquarters, their management offices or any other location remotely, via the Internet.

Through this solution, the performance of each PC can be optimized, allowing users to access the network from any type of connection, including local access, dial up, DSL or cable modem. VPN support is included with Windows 2000 Server, Advanced Server and Windows 2000 Professional.

With a VPN in place, the duplicate PCs can be eliminated and either redeployed as the company grows or used as home office units. This technology approach can enable savings in the following areas: PC acquisition; heating, ventilation and air conditioning (HVAC); power and support. TO help improve computing performance, ABC could consider using Terminal Services (included in Windows 2000 Advanced Server).

Through this approach, only the screen image is sent to remote users, rather than the entire data stream of this application. This can help reduce overall network traffic and allow better performance with potentially lower cost connections. With this structure in place, executives can access all of their applications including e-mail, files and line-of-business applications, either remotely or at a company office.

If VPN and Terminal Services are desirable, as recommended, implementation of Windows 2000 is a logical step. This can enable improved reliability, fast start-up and shut down and enhanced support for peripherals.

In addition, a network study should be completed to determine the optimal connection between the headquarters operation and the remote buildings. By including both voice and data traffic in the study, ABC could potentially achieve additional savings through vendor consolidation and line optimization.

From a security perspective, to help protect confidential information and provide a program for protection from viruses, an appropriate study should be undertaken to consider both physical security and redundancy within the server hardware, power supply and connections and appropriate encryption technology.

To help save on system installation and configuration, we recommend installing the Windows 2000 operating system and ABC application software through Dell Custom Factory Integration. This approach can help ABC reduce the internal labour resources required for installation and set-up, and the entire system is supported directly by Dell, either through Dell.ca or telephone support.

To make the best use of its investment in Palm devices, ABC should define its PC applications on the Palm and then provide a suite of applications to its users. This suite will allow data access, via the Palm, to their key applications.

Support for synchronization of Microsoft Outlook calendaring, contacts and e-mail is available with the Palm and users can synchronize information through either the cradle connection to asynch or universal serial bus (USB) ports as well as wireless connections through modems.

For other business applications, software can be acquired and installed to allow access to spreadsheets, images and other information via the Palm.

ABC Co. is typical of many organizations today that are attempting to maintain a responsive and relevant IT infrastructure in the face of business growth and changing user requirements.

However, if not deployed thoughtfully, new technologies can very quickly undermine an organization's IT strategy and direction.

The rapid proliferation of handheld devices used at ABC, compounded by its growing Internet requirements and security concerns, calls for a formal assessment of its overall IT strategy and direction.

ABC would be an ideal candidate to install the Windows 2000 operating system environment. Working either through its network of authorized service providers or engaged directly, Compaq Professional Services turnkey solution would include the consolidation of the existing server infrastructure and its physical centralization within ABC's headquarters.

The servers would be networked to the organization's regional offices and existing client technologies. Significant operational would be realized if ABC centralized its server support, backup and administrative IT infrastructure.

We do not recommend replacement of ABC's current client, server or handheld technologies unless absolutely necessary. Rather, we recommend improved use of existing tools, resulting in further cost savings and improved productivity.

Within this scenario, we would also Web-enable the real estate management application, permitting access to it by the latest client technologies, including hand-held devices. This would permit total deployment of the application remotely wherever Internet access is available.

Finally, with respect to security concerns expressed by ABC, we propose deployment of a virtual private network (VPN). A VPN is a method of subletting part of a public network to a private customer. Tunneling and encryption provide the privacy.

The VPN would be established to aid in limiting security breaches, as would associated firewall technology, which would also limit intrusions.

Complete implementation of this solution would take a few months, with some components of the proposal being implemented and deployed within a matter of weeks. The Web enabled piece of the solution would require some employee training, with most components of the solution remaining transparent to the user. Unlike too many IT upgrade scenarios, the learning curve associated with this implementation is minimal.

The result of implementing this IT strategy will be cheaper overall IT costs, faster response times, improved employee productivity and room to accommodate future business growth requirements.

ABC set of objectives of maintaining or increasing tenant satisfaction while getting the most out of existing staff and, if possible reducing the cost of operations.

Moderate levels of capital are available fro hardware and software replacement and upgrading, but preference is to make better use of existing equipment.

Increased customer satisfaction can be obtained by making it easier for tenants to contact the building management staff and conduct business. Increased deployment of the staff can be achieved by automating low-value activities and allowing them to be more mobile while at the same time maintaining tenant access to the real estate management system.

Reduced cost of operations can be achieved if sufficient efficiencies can be generated to allow staff reductions.

We propose five major initiatives to achieve ABC's aims:

• Process changes
• Establishment of a tenant and building services portal.
• Wireless access through Palm Pilots to key elements of real estate management systems and connectivity applications.
• Use of Web video for centralized monitoring of lobbies and common areas.
• Provision of "smart building" capabilities. Process changes are required because too many low-value activities (such as cheque processing) are decentralized. Centralize cheque processing and other low value administrative processes.

The technology described below will allow tenants to communicate electronically. Move to mobile access and entry of information for staff. This will allow them to spend more time on activities valued by the tenants such as maintenance.

ABC should implement a tenant and building services portal to provide rent payments, problem notification, concierge services and tenant community (newsletters, chat/discussion areas and classified ads).

If the tenant population is large enough, small amounts of revenue can be generated through advertisement placements by local merchants or transaction fees earned by "click through" referrals. Packaged portals for tenants are available from ElectricStreets.com, Corrigo, SRI, MyBuilding, Boardwalk Equities and O&Y Real Estate Enterprise Services.

Experience has shown that this approach improves both staff deployment and tenant satisfaction. to increase use of the service, it may be appropriate to use an older PC as a kiosk in the building management office or lobby to allow tenants without Internet access to use the service. Use either generic (Netmorf or MobileQ) or real estate specific (ePoint.com and Corrigo.com) packages to provide access to the real estate management system through Palm Pilots equipped with a wireless modem.

This will provide direct links to the work order management and accounting systems as well as e-mail and calendaring applications.

For continued PC-based access, use Citrix and Window Terminal Server. These can be provided in-house or through selected hosting facilities. Mobile access will allow greater staff flexibility, direct entry at the point of work and liberation of staff from the office.

Use Web video and a high-speed Internet link to allow video monitoring of lobbies and common areas. This may allow increased tenant security and reduced staffing levels by providing around-the-clock monitoring form a central location. The high-speed Internet link can also be used to provide PC access to the applications as discussed above. ABC should consider entering discussions with a number of alternative telecommunications organizations such as Look, Intrawest-Telus, local cable and alternative access carriers with a view to providing the basic "smart building" services.

This will likely provide a minimum free high-speed Internet access at each location and the potential for additional building revenue. The above solutions have the capability of implementing basic encryption to provide security. This, together with basis SSL security, is likely sufficient for ABC's needs.

With regard to Microsoft 2000, the primary advantage would be increased standardization. However, this would seem to be a minor benefit at this time.

Consultants from five different organizations were invited to submit solutions to our case study. Other than the length of the submission, the only other significant guideline was that a minimum of industry jargon be used. In other words, write in English please.

The similarities between the recommended solutions by the five participating companies in this services showdown are greater than the differences, and yet the differences are significant.

Everyone agrees on the value of implementing a virtual private network on the Internet and abandoning pcAnywhere. However, there is a difference of opinion on the value or necessity of upgrading to Windows 2000 (Professional for the desktop and Server for the servers) on every computer. There is also a difference of opinion on whether the computers themselves need to be upgraded.

One might expect the consulting group of a computer make to be more likely to recommend an upgrade of computer hardware. The observation highlights the need to get more than one proposal when embarking on a major project such as the one described here.

Deloitte + Touche showed its roots are in a field of consulting much broader that computer technology. Much of what is suggested is of great value to ABC Co., but it is up to the client to judge the scope of this project. Deloitte + Touche showed its ability and willingness to handle anything from a narrow technology project to a major business process re-engineering assignment.

Sysoft is the smallest of the five participants, and its proposal shows its experience with relevant computer technologies, as well as its experience in dealing with clients like ABC. A small business with, at most, 100 employees may be more comfortable with a computer services and consulting firm like Sysoft than one of the heavyweights. Sysoft seems to understand the language and the budgets of smaller businesses. Its proposal is practical and down-to-earth and is perhaps the most direct response to the case study.

Working with IBM, Compaq or Dell consultants can have several advantages. They have the necessary competence in computer technologies, and they are backed by very large organizations.

It is also attractive for a business to be able to talk to one organization for all of its technology needs. However, this could result in buying more computers than needed, although this is not necessarily the case all of the time. One may not get the benefit of the kind of broad industry-specific knowledge that the Deloitte + Touch proposal contained.

What these fives proposals show most clearly is consulting advice is not a commodity. ABC needs to shop carefully to get a good match for its needs, but there is no shortage of high-quality expertise to choose from.

One final observation: The native language of many consultants is Acronymese. Unless you are very firm in requesting a proposal written in English, you may receive a document you cannot read without the help of other consultants.