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Many businesses are adopting a multi-cloud infrastructure. However, managing data and communication between multiple cloud environments is often challenging and complex. Therefore, companies often try to find a technical partner that can help them.
Companies with on-premise data centers need some type of interconnect to access their products and services hosted on the cloud. The traditional Virtual Private Network (VPN) connection method usually can’t meet enterprise speed, stability, security, and compliance requirements.
This whitepaper describes the challenges that companies face when building dedicated connections between different cloud environments and how Alibaba Cloud’s Express Connect is the perfect solution for them.
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The National Security Agency (NSA) and the Cybersecurity and Infrastructure Security Agency (CISA) have teamed up to release a comprehensive guide aimed at bolstering cloud security measures for organisations. Titled “Top Ten Cloud Security Mitigation Strategies,” this initiative aims to equip cloud customers with essential practices to enhance the security of their data as they migrate to cloud environments.
In an era where digital transformation is accelerating, the migration of data and operations to cloud platforms has become commonplace. However, this transition brings with it a myriad of security concerns, as evidenced by the increasing frequency of cyberattacks targeting cloud infrastructure. Recognising the critical need to address these challenges, the NSA and CISA have collaborated to compile a set of ten cybersecurity information sheets (CSIs), each focusing on a different aspect of cloud security.
One of the primary themes emphasised in the report is the importance of upholding the cloud-shared responsibility model. This model delineates the responsibilities between cloud service providers and their customers regarding security measures. By understanding and adhering to this model, organisations can ensure that they are taking appropriate steps to safeguard their data within the cloud environment.
Another key area highlighted in the report is the implementation of secure identity and access management practices. Proper management of user identities and access controls is essential for preventing unauthorised access to sensitive data stored in the cloud. Through robust authentication mechanisms and access policies, organisations can fortify their defences against potential security breaches.
In addition, the report emphasises the critical importance of implementing secure key management practices, robust encryption mechanisms, and effective network segmentation strategies within cloud environments. These measures play a pivotal role in protecting data both when it is stored and when it is being transferred, thereby reducing the likelihood of data breaches and unauthorised interception.
Furthermore, the report highlights the significance of securing data throughout its entire lifecycle in the cloud. This includes implementing stringent security measures for data storage, processing, transmission, and disposal. By doing so, organisations can effectively protect their data against a wide range of evolving threats.
Another critical aspect covered in the report is the defence of continuous integration/continuous delivery (CI/CD) environments. As organisations increasingly adopt DevOps practices and automate their software development processes, securing CI/CD pipelines becomes paramount to prevent the introduction of vulnerabilities and malicious code into production environments.
Moreover, the report emphasises the enforcement of secure automated deployment practices through infrastructure as code (IaC). By treating infrastructure as code and automating deployment processes, organisations can ensure consistency, repeatability, and security in their cloud environments.
The complexities introduced by hybrid cloud and multi-cloud environments are also addressed in the report. As organisations adopt hybrid and multi-cloud strategies to meet their diverse needs, they must navigate the unique security challenges posed by these environments effectively.
Additionally, the report highlights the risks associated with managed service providers (MSPs) in cloud environments. While MSPs offer valuable services and expertise, organisations must be vigilant in vetting and managing their relationships with MSPs to mitigate potential security risks.
The report stresses the importance of managing cloud logs for effective threat hunting. By aggregating and analysing logs generated by cloud services, organisations can proactively identify and respond to security incidents before they escalate.
The “Top Ten Cloud Security Mitigation Strategies” initiative by the NSA and CISA provides invaluable guidance to organisations seeking to enhance the security of their data in cloud environments. The NSA and CISA envision these strategies as foundational advice that every cloud customer should follow to mitigate the risks associated with cloud services. By implementing these strategies effectively, organisations anywhere can mitigate risks and bolster their defences against cyber threats in an increasingly digital landscape nowadays.
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In the era of digital transformation, the hybrid cloud has become a crucial driver for organisations striving to navigate and thrive in a rapidly evolving environment. The adoption of advanced technologies such as big data analytics, machine learning, and artificial intelligence empowers businesses to leverage innovation and enhance their decision-making processes. This paradigm shift underscores the importance of hybrid cloud in enabling organisations to adapt to change, drive growth, and remain competitive in today’s dynamic business landscape.
Executives surveyed by HPE support the idea that a hybrid cloud strategy represents the optimal blend of technologies for achieving their company’s goals. According to their findings, 91% of organisations are currently implementing this operational model to some extent. Among these organisations, 33% utilise a combination of private and public clouds, while 31% leverage a mix of private and public clouds along with on-premises infrastructure.
Global enterprise leaders emphasise that a hybrid cloud approach offers unparalleled flexibility and control, allowing organisations to tailor their operations to suit their specific needs. This approach also facilitates seamless integration, enabling businesses to develop digital products and services with agility and efficiently move data across different environments. These capabilities are instrumental in driving business growth, creating new revenue streams, and facilitating the integration of acquired companies by transitioning their existing legacy on-premises systems into existing cloud components.
Similarly, Singaporean enterprises and organisations have demonstrated a solid commitment to technological advancement by widely adopting cloud strategies. Recognising the importance of flexibility and scalability in today’s digital era, they have embraced hybrid cloud solutions to seamlessly integrate on-premises infrastructure with public and private cloud services, enabling them to optimise their operations.
The strategic objectives driving Singapore’s embrace of hybrid cloud, including enhancing operational efficiency, facilitating digital transformation, and capitalising on emerging opportunities, highlight the importance of a well-defined plan for successful implementation. Without this strategic approach, organisations may find themselves with a fragmented and inefficient hybrid data and cloud environment, failing to realise the full benefits of hybrid cloud adoption.
To avoid this scenario, organisations must adopt a more strategic approach to hybrid cloud and simplify data management. This involves shifting from a hybrid cloud implementation by accident to one by design, thereby enhancing their cloud operating model and maximising the benefits of hybrid cloud adoption.
Furthermore, security remains a paramount concern in hybrid cloud environments. Organisations and enterprises must assess their risk tolerance, as opting for an exclusive private cloud might seem like the safest choice. However, despite the common belief that private clouds offer the highest level of security, the advantages of a hybrid cloud far outweigh this assumption. It is crucial to understand that the hybrid model is not inherently insecure simply because private clouds are often perceived as more secure.
Hybrid cloud affords organisations the flexibility to implement security measures across various layers, including legacy systems, on-premise private clouds, and cloud-based data. This approach enables organisations to implement stricter security measures, outsource to specialised providers, establish secure connections through tunnels, and reduce the time spent on monitoring security subsystems and compliance risks.
Virtual Private Networks (VPNs) can mitigate data compromise risks when transmitting data between legacy systems, on-premises infrastructure, and the cloud. Additionally, a hybrid cloud setup introduces redundancy, enabling organisations to implement backup plans and minimise downtime. Overall, the hybrid cloud model helps reduce risk and allows organisations to concentrate on their core business activities.
The OpenGov Breakfast Insight on 8 March 2024 at Equarius Hotel Singapore has delved into the critical role of hybrid cloud in modern business operations, highlighting its ability to provide flexibility, scalability, and enhanced security. With a focus on practical insights and real-world examples, the event provided delegates with valuable information on how to implement and manage hybrid cloud solutions effectively.
Opening Remarks
According to Mohit Sagar, the CEO and Editor-in-Chief at OpenGov Asia, businesses increasingly turn to hybrid cloud solutions for operational optimisation and competitiveness in the digital age. This architecture combines on-premises infrastructure with public and private cloud services, offering flexibility and scalability and allowing strategic workload, application, and data transfers across environments for enhanced performance and cost-effectiveness.
“Singapore has made significant strides in digital transformation by integrating on-premises infrastructure with public and private cloud services,” Mohit acknowledges. “This strategic approach offers unparalleled flexibility, scalability, and innovation, positioning Singapore at the forefront of technological advancement.”
Adopting a hybrid cloud is both a technical change and a strategic imperative for sustainable growth in the digital era, as exemplified by Singapore’s significant strides in digital transformation.
Businesses in Singapore maximise performance, manage workloads effectively, and balance security and compliance complexities with a hybrid cloud strategy. The hybrid model enables organisations to balance security, compliance, and innovation, supporting confident digital transformation.
“In Singapore, 67% of IT teams used a combination of private and public clouds, multiple public clouds, or on-premises and hosted data centres,” Mohit reveals. “Even with data management and complexity difficulties, more than two-thirds of Singaporean firms utilise a combination of private and public cloud and on-premises and hosted data centres.”
Elaborating on the advantages of a hybrid cloud, highlighting its ability to leverage the strengths of both on-premises and cloud systems, Mohit notes that global enterprise leaders believe that a hybrid cloud gives you the flexibility to operate and better control that suits the organisation better operate and better control that suits the organisation best.
The hybrid cloud allows seamless integration for developing digital products and services with agility, enabling data movement across various environments to foster business growth and generate new revenue streams. This is particularly relevant in scenarios where a company is acquired and it is necessary to migrate its legacy on-premises systems to one of the established cloud components.
Hybrid cloud adoption is seen as a tactical advantage, offering a comprehensive solution that combines flexibility, speed, and cost efficiency for organisations undergoing digital transformation. However, despite these benefits, organisations must also address several challenges.
A major challenge is the complexity of operating a hybrid environment that mixes on-premises infrastructure with public and private cloud services. Integration and interoperability challenges may arise, requiring careful design and implementation.
Another significant concern is the issue of security, which requires strong measures to balance accessibility and data protection. Organisations must establish comprehensive security plans to safeguard data, applications, and communication channels.
Additionally, managing the specialised skills, tools, and complexities of data transport and storage in a hybrid environment may increase costs.
Successfully addressing these challenges is crucial for organisations to realise the full benefits of hybrid cloud adoption.
Nevertheless, Mohit recognises that the hybrid cloud is a transformative force, far more than just a technological tool. It is a catalyst for change, a compass directing enterprises through new landscapes.
“With this in mind let’s create new paths together,” Mohit exhorts the delegates, “Empowered by the revolutionary potential of hybrid cloud solutions, we have the opportunity to shape a future characterised by boundless creativity and possibilities.”
Technology Insight
Dilipkumar B. Khandelwal, Chief Technology Officer for SG/SEA at Hewlett Packard Enterprise, provided insights into the advantages and obstacles associated with hybrid cloud utilisation. He also offered his viewpoint on cloud adoption strategies, effective implementation of hybrid approaches, and methods for tackling governance issues.
Dilipkumar recognises the critical importance of a hybrid cloud in modern business operations. This approach combines the best of both worlds, allowing organisations to leverage the scalability and flexibility of cloud services while maintaining control over sensitive data and applications. By embracing a hybrid cloud, businesses can adapt quickly to changing market conditions, innovate with agility, and drive growth in a rapidly evolving digital landscape.
With a hybrid cloud, businesses can run sensitive workloads in their private cloud and transfer data between suitable public cloud data centres, adapting to regulatory changes and evolving requirements.
Business continuity, crucial for regulatory compliance, is improved with hybrid cloud support for application, data, and disaster recovery tasks, protecting against system failures, security issues, and physical disasters.
For example, a company could duplicate critical workload data from a local application to a public cloud, ensuring availability or recovery in case of data loss. In a more complex scenario, a business might scale or migrate a busy application from its private cloud to the public cloud to manage increased user traffic, preventing performance issues and improving user experience.
Enterprise applications and data resources inherently carry security, performance, and reliability risks. Hybrid clouds provide companies with the flexibility and control to strategically position applications and data according to changing business and technological needs.
Building on this idea, with a hybrid cloud, enterprises can choose the location of applications and data and determine the most effective way to allocate resources and services to achieve optimal outcomes for the business and its application users.
Dilipkumar acknowledged that deploying hybrid clouds can be challenging due to configuration and security complexities. IT staff must manage authentication and security measures for private and public cloud workloads and data, ensuring consistency and complementarity across both realms.
“It is crucial to ensure that security settings are consistent and complementary across both realms, as any change in one cloud may need to be reflected in the other,” Dilipkumar cautions.
In tackling these obstacles, Dilipkumar says that HPE provides unmatched simplicity in deploying hybrid cloud solutions. Referred to as a unified edge-to-cloud platform, HPE offers a streamlined and accessible method for building and overseeing hybrid cloud ecosystems.
It integrates critical features such as flexibility, scalability, security, visibility, and ease of management, allowing organisations to deploy traditional or cloud-native workloads across their entire IT ecosystem.
“In the dynamic digital landscape, the hybrid cloud is pivotal for businesses, offering agility and control,” concludes Dilipkumar. “By simplifying the adoption and management of hybrid cloud strategies, HPE empowers companies to leverage the latest technologies effectively and stay ahead. We support a hybrid-centric strategy.”
In Conversation With
A hybrid cloud is a sophisticated cloud computing system that integrates public and private cloud services to manage a wide range of applications effectively. This environment provides organisations with the flexibility to place their most sensitive workloads in an on-premise cloud (private cloud) while leveraging third-party cloud providers for less critical resources, thus allowing them to harness the advantages of both approaches.
For enterprises seeking greater control and security over their data while also requiring a cost-effective way to scale operations to meet fluctuating demands and support long-term growth, a hybrid cloud emerges as the optimal choice.
Sander Veraar, Vice President of Strategic Services at StarHub, underscored the critical role of cost management in companies contemplating cloud migration. While choosing a private cloud involves substantial fixed costs for owning and managing internal data centres, public cloud services offer a more adaptable cost structure with operational and variable expenses.
“A hybrid cloud environment offers companies the flexibility to store their sensitive business-critical data on their on-site servers while utilising the public cloud for less critical data and applications,” explained Sander.
This setup allows businesses to optimise their infrastructure costs by scaling resources according to demand. During periods of increased demand, companies can avoid significant capital expenditures by paying for the resources they actually use. Conversely, when demand decreases, costs are reduced accordingly.
Sander believes that organisations gain significant resource advantages with a hybrid cloud compared to traditional physical data centres. The hybrid cloud’s ability to efficiently allocate, deploy, and scale resources enables companies to respond to spikes in demand quickly. When demand exceeds the local data centre’s capacity, a company must have the capability to scale up immediately to meet the increase, a capability that a hybrid cloud environment provides effectively.
Sander points out that a swift response not only prevents missing potential customers but also protects the organisation’s brand reputation. A hybrid cloud setup allows companies to scale up applications to the public cloud to meet demand, ensuring extra capacity and scalability.
Organisations can proactively manage evolving security challenges in a hybrid cloud environment by tackling the following critical issues and adopting recommended strategies:
- Visibility Challenges: The integration of public and private clouds can introduce complexity and elevate security risks.
- Insecure Data Transmission: Data transfer between public and private clouds poses security risks, such as eavesdropping or cyberattacks. Robust encryption, including hardware security modules and cryptographic tools, is crucial to secure data in transit.
- Compliance Challenges: Hybrid cloud complexity can challenge compliance efforts. To maintain compliance, prioritise it from the start, conduct continuous security assessments, and follow data security guidelines. Encryption and adherence to standards can also help.
- Supply Chain Vulnerabilities: Small vendors in the supply chain pose major security risks. Attackers may exploit these vulnerabilities to access larger targets. To mitigate this, use strong encryption and strict access control to secure data transfers and reduce hybrid cloud breach risks.
By effectively addressing these challenges and implementing best practices such as robust encryption, continuous security risk assessment, and stringent compliance adherence, organisations can enhance their security posture in a hybrid cloud environment and proactively mitigate emerging security concerns.
Dilipkumar B. Khandelwal, who serves as a Chief Technology Officer SG/SEA, Hewlett Packard Enterprise, explained that Hybrid cloud solutions combine on-premises and public cloud environments, enabling seamless collaboration and data integration across diverse sources. They enhance intelligence through:
Data Warehouse Integration: Combining data from AWS Redshift, Google BigQuery, and Azure Blob Storage into a centralised data warehouse for quicker insights and decision-making.
IoT Connectivity: Connecting IoT devices to a centralised data repository for improved operational efficiency and insights for predictive maintenance.
Machine Learning Model Training: Increasing accuracy and relevance by feeding machine learning models with real-time data from various sources.
Security Analytics: Strengthening security monitoring and incident detection by collecting and analysing log files and event data from multiple sources.
Customer Experience Enrichment: Improving personalisation and satisfaction by creating a comprehensive customer profile from various touchpoints.
These examples showcase how hybrid cloud solutions streamline data integration, leading to actionable insights, increased efficiency, and enhanced intelligence. They promote collaboration and innovation by connecting data sources and breaking down organisational silos.
In managing threat detection and continuous monitoring in a hybrid cloud environment, various strategies are used to mitigate security risks and promptly identify potential breaches. These include:
- Real-Time Threat Detection: Using advanced cloud security monitoring solutions to continuously scan logs and events across the hybrid environment for anomalous activities in near-real-time.
- Multi-Layer Security Approach: Implementing a combination of native cloud monitoring tools, third-party solutions, and best practices to ensure comprehensive coverage of the hybrid cloud infrastructure.
- Cloud Security Information and Event Management (SIEM): Employing an SIEM tool to collect and analyse log data from both physical and virtual servers, aiding in the identification of suspicious behaviour and reducing false positives.
Additionally, employing machine learning algorithms and AI-powered threat detection engines can significantly enhance the identification of sophisticated threats. Collaborating with other organisations and security communities to share threat intelligence can improve defence mechanisms and reduce blind spots.
Applying a zero-trust model, where no entity is implicitly trusted, can help limit the impact of compromised credentials and reduce the likelihood of successful attacks.
“These approaches, coupled with staying abreast of the latest developments in cloud security, enable organisations to defend against the unique challenges of hybrid cloud architectures proactively,” Dilipkumar says.
Closing Remarks
Dilipkumar expressed gratitude to the attendees of the OpenGov Breakfast Insight, acknowledging their dedication to sharing knowledge and fostering professional connections in the digital era.
He views these gatherings not simply as conversations, but as opportunities to exchange valuable experiences and insights essential for navigating the complexities of today’s digital landscape. Dilipkumar is optimistic that these interactions will enable participants to leverage their newfound knowledge in their respective workplaces, promoting innovation and facilitating growth.
Dilipkumar reiterated the benefits of hybrid cloud solutions, which blend public and private cloud services to enhance operational efficiency and flexibility while safeguarding sensitive data. He highlighted their importance in digital transformations to maintain competitiveness and resilience in evolving business environments.
In such circumstances, it becomes evident that businesses can generate significant value for themselves and society at large by embracing technology wisely. He emphasised the necessity of continuous learning and adapting to technological advancements, acknowledging the dynamic nature of the technology sector and the ongoing need for education and evolution.
Furthermore, Dilipkumar encouraged continued collaboration and knowledge sharing among participants to foster a robust business ecosystem. He is convinced that success in the digital era hinges on collective efforts and the sharing of insights and best practices. By working together, businesses can create an innovative and sustainable environment that benefits all stakeholders.
Dilipkumar expressed optimism about the delegates’ potential to drive technological innovation and address challenges in the digital era. He urged them to maintain their commitment to advancing technology and assisting companies and customers in navigating the evolving digital landscape.
“Given your experience and dedication, I am confident that you will continue to play a pivotal role in shaping the technology industry and fostering business sustainability,” Dilipkumar concluded.
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In New Zealand, the emphasis on cloud-based infrastructure is substantial, with a plethora of initiatives and partnerships aimed at propelling digital transformation and enriching cloud services for businesses and organisations. This strategic shift towards cloud-based infrastructure is being harnessed across diverse sectors to bolster operational efficiency, fortify cybersecurity measures, and augment accessibility to digital resources.
As organisations in New Zealand continue to modernise their systems and migrate to cloud-based infrastructure, cybersecurity emerges as a paramount concern. One of the critical aspects of cybersecurity in this context is ensuring the protection of data stored and transmitted through cloud services.
The recent advisory issued by the UK’s National Cyber Security Centre (NCSC UK) concerning APT29, underscores cyber threats’ dynamic and ever-evolving landscape. This advisory serves as a poignant reminder of the criticality of remaining vigilant, informed, and prepared in the face of increasingly sophisticated cyber adversaries.
NCSC UK and international partners have assessed APT29 as a cyber espionage group. This attribution is supported by agencies such as the US National Security Agency (NSA), the US Cybersecurity and Infrastructure Security Agency (CISA), the US Cyber National Mission Force (CNMF), the Federal Bureau of Investigation (FBI), the Australian Signals Directorate’s Australian Cyber Security Centre (ASD’s ACSC), the Canadian Centre for Cyber Security (CCCS), and NCSC NZ. These organisations agree with the details in the advisory, emphasising the need for a coordinated international response to cyber threats.
One of the critical aspects highlighted in the advisory is the adaptation of APT29 to target organisations transitioning to cloud-based infrastructure. This highlights the importance of understanding threat actors’ specific tactics, techniques, and procedures (TTPs) in the cloud environment. One tactic observed is the exploitation of service and dormant accounts.
APT29 has used brute force and password-spraying techniques to access these accounts, which are often highly privileged and used to manage applications and services. Organisations can mitigate this risk by enforcing strong password policies, implementing multi-factor authentication (MFA), and regularly auditing and deactivating dormant accounts.
Another tactic employed by APT29 is the use of cloud-based token authentication. Threat actors can bypass traditional authentication methods by using tokens to access accounts without needing a password.
Organisations can protect against this by adjusting token validity times and implementing strong MFA policies. Enrolling new devices on the cloud is another avenue exploited by APT29. By registering their device as a new device on the cloud tenant, threat actors can gain unauthorised access to the network. Organisations can defend against this by configuring network policies to validate devices before granting access.
To evade detection, APT29 has also utilised residential proxies to hide their true IP addresses. This underscores the importance of comprehensive logging and monitoring to detect and respond to suspicious activity. Implementing network defences that consider a variety of information sources can help mitigate this risk.
The guidance in the advisory serves as a reminder of the importance of a strong cybersecurity posture, mainly as organisations increasingly rely on cloud infrastructure. Remaining informed about the latest cybersecurity trends and threats is imperative for organisations to identify and address vulnerabilities in their systems proactively. This knowledge empowers them to implement necessary security measures and mitigations effectively.
Moreover, collaboration with cybersecurity experts and sharing information with other organisations can significantly enhance overall cybersecurity posture, as collective insights and experiences can inform better defence strategies. By staying vigilant and implementing the recommended mitigations, organisations can substantially improve their ability to protect their networks and data from cyber threats. This approach is crucial in the face of evolving cyber risks and threats.
It is critical that New Zealand, like any other country, continuously adapts and improves its cybersecurity practices to protect its data and systems in the digital age effectively. Only through ongoing efforts and collaboration can organisations and countries effectively mitigate cyber risks and ensure a secure digital environment.
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Mr Phuchapong Nodthaisong, Secretary-General of the National Digital Economy and Society Committee, chaired the recent Digital Human Resource Development Curriculum Certification Committee No. 1/2024 meeting and witnessed the presence of key figures in the digital landscape. This meeting aimed to force the acceleration of digital talent skills.
Among the attendees were Mr Teerawut Thongphak, Deputy Secretary-General of the National Digital Economy and Society Committee, and Miss Ployrawee Krirkphankul, Director of the Digital Economy Driving Division at the National Digital Economy and Society Commission.
Emphasising the importance of digital education, the committee extensively discussed and considered the accreditation of various courses. These included the Good Practice Course, an Advanced Cloud Course tailored for Finance Professionals, a Database Planning and Design Course, a Data Analysis Course using Python, a Practice Leadership Course, an Audit Leadership Course, and a course specifically focused on creating a Data Lake.
This move reflected the commitment of the National Digital Economy and Society Committee to foster a skilled workforce capable of navigating the complexities of the digital age. The certification of these courses acknowledges their relevance and positions them as recognised and approved training programmes in the rapidly evolving digital landscape.
The Good Practice Course for Well-Architected is designed to provide professionals with the skills and knowledge needed to architect applications on the cloud computing platform. This accreditation ensured that the course aligns with industry best practices and standards, making it a valuable resource for individuals seeking expertise in cloud architecture.
The Advanced Cloud Course for Finance Professionals was tailored to meet the specific needs of finance professionals, recognising the unique challenges and requirements of the financial sector. With the financial industry increasingly relying on digital solutions, this course aims to equip professionals with the necessary skills to leverage cloud computing in financial applications securely and efficiently.
Accrediting a Database Planning and Design Course underscored the importance of robust data management strategies in the digital economy. As businesses generate and utilise vast amounts of data, professionals with expertise in designing and planning databases on cloud computing become essential for effective and scalable operations.
Furthermore, including a Data Analysis Course using Python highlighted the growing importance of data-driven decision-making in various industries. Python is a versatile programming language widely used for data analysis, and this course certification ensures that individuals can leverage Python for practical data interpretation and analysis.
The committee’s approval of a Practice Leadership Course and an Audit Leadership Course signified the recognition of the need for strong leadership in the digital domain. As organisations undergo digital transformations, leaders who can navigate complexities and drive innovation are crucial for success.
Finally, the certification of a course on creating a Data Lake on the cloud computing system addresses the increasing demand for professionals skilled in efficiently managing and utilising large volumes of data. Data Lakes, especially on cloud computing platforms, have become integral for organisations aiming to derive meaningful insights from their data.
The meeting, broadcasted through electronic media, showcased the committee’s commitment to transparency and accessibility. By leveraging digital platforms, the committee ensures that information about the accreditation process and the importance of these courses reaches a broader audience, further promoting the digital education agenda.
The certification of these digital courses marks a significant step in advancing the digital skills landscape in the country. The National Digital Economy and Society Committee’s commitment to endorsing courses that align with industry standards underscores the importance of staying ahead in the ever-evolving digital era.
As these courses become integral parts of the digital education ecosystem, professionals can look forward to acquiring cutting-edge skills that will not only benefit their careers but also contribute to the overall growth and competitiveness of the nation in the digital economy.
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Prasert Chandraruangthong, Minister of Digital Economy and Society, led the Digital Committee meeting for the National Economy and Society (DE Board). The forum’s focus was to advance the Cloud First Policy, aiming to provide comprehensive guidelines for its implementation. This strategic move is part of a broader initiative to enhance and expand the utilisation of Digital ID.
Thailand has made strides in its digital transformation journey by introducing ThaID, a robust Digital ID system. ThaID stands as a testament to the country’s commitment to embracing digital innovation for the benefit of its citizens. This mobile application, developed by the Thai government, is a pioneering solution enabling users to verify their digital identity seamlessly through a facial recognition system. The application is designed to offer citizens a secure and convenient platform for managing and safeguarding their digital identities online, with a specific focus on mobile devices.
While acknowledging the progress made in Digital ID, the government also highlighted the need for regulations concerning the Cloud. Minister Prasert, accompanied by Special Professor Wisit Wisitsaratha and Mr Phuchapong Nodthaisong, approved the draft of the national policy and plan for digital development (No. 1/2023). This approval signifies a crucial stride towards a digitally driven and technologically advanced future.
The discussions during the meeting underscored the importance of addressing regulatory frameworks for cloud technologies. Despite the strides in Digital ID, ensuring a secure and well-regulated cloud environment is essential for fostering trust, data protection, and efficient utilisation of digital infrastructure.
The discussions and decisions during this session set the tone for the nation’s digital transformation journey. The Cloud First Policy, a central theme of the meeting, underscores the government’s commitment to prioritise cloud-based solutions in its digital infrastructure. This approach is expected to streamline operations, enhance efficiency, and foster innovation across various sectors.
Additionally, in the context of the Cloud First Policy, the meeting emphasised the expansion of Digital ID usage. Digital identification systems play a crucial role in enhancing security, efficiency, and accessibility in the digital realm. The commitment to further develop and expand Digital ID aligns with global trends towards secure and seamless digital interactions.
The green light given to the national policy and plan for digital development for the economy and society marks a significant milestone. This comprehensive framework guides the nation’s digital initiatives, ensuring a cohesive and strategic approach to technological advancement.
The presence of figures, including the Minister of DE, Permanent Secretary, and Secretary-General of the National Digital Economy and Society Commission, reflects the high-level commitment to driving digital transformation. Their collective expertise and leadership contribute to shaping policies that will propel the nation towards a digitally empowered future.
This session sets the tone for a strategic and coordinated approach to digital initiatives, ensuring they align with economic development and societal progress goals. It signifies a commitment to leveraging technology for the betterment of citizens, businesses, and the nation.
The outcomes and directions from this meeting will be communicated widely through electronic media, fostering transparency and public awareness regarding the nation’s digital development strategies. By sharing the decisions and guidelines through electronic media, the government emphasises its commitment to keeping the public informed and engaged in the digital transformation. This open communication fosters a sense of collective responsibility and inclusivity in shaping the nation’s digital future.
As Thailand advances into the digital era, the decisions made in this Digital Committee meeting set the groundwork for a progressive and resilient digital economy and society. As Thailand embarks on this digital transformation journey, the decisions made during this session serve as a blueprint for stakeholders across sectors. They provide a clear roadmap for businesses, educational institutions, government agencies, and citizens to align their efforts with the overarching digital development goals.
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The Minister of Digital Economy and Society, Mr Prasert Chandraruangthong, inaugurated the “GOV Cloud First: Safely Organised” dialogue, a collaborative effort between the Ministry of Digital Economy and Society, the National Digital Economy and Society Commission (NBTC), and the National Telecommunications Public Company Limited, emphasising the role of cloud computing and artificial intelligence (AI) in revolutionising government services.
The dialogue aimed to underscore the importance of the government’s commitment to digital transformation, mainly through adopting cloud technologies and integrating AI. Professor Wisit Wisitsaratha, the Permanent Secretary of the Ministry of Digital Economy and Society, and top executives from various agencies under the Ministry were also present to discuss and explore the potential of these technological advancements.
The dialogue was centralised on the “Cloud First” approach, emphasising the government’s commitment to leveraging cloud computing to deliver innovative services to the public. The Minister highlighted how cloud technology facilitates quick and convenient access to government services. More than 800 government agencies are benefiting from cloud services, with essential government work systems seamlessly transitioning to the central cloud system.
The dialogue showcased the success of the “Government Innovation with Cloud” project, highlighting its significant impact on digital transformation. The project, part of the broader central cloud initiative, has played a crucial role in streamlining government work systems and enhancing efficiency.
Integrating more than 3,000 government work systems into the cloud system marks Thailand’s commitment to pursuing the government’s digital economy and society objectives. This large-scale adoption of cloud technology has transformed traditional bureaucratic processes, laying the foundation for a more agile, efficient, and interconnected government.
In addition to cloud computing, the dialogue shed light on the role of artificial intelligence in shaping the future of government services. The government is actively promoting the use of AI to create innovative services that can efficiently reach the people. AI technologies are integrated into various government functions, supporting decision-making processes and enhancing service delivery.
The dialogue emphasised the Government Data Centre and Cloud (GDCC) as a critical infrastructure for digital transformation. The GDCC is a centralised hub, supporting the government’s digital initiatives and providing a secure and reliable data storage and processing platform. It has become the backbone for various government services and work systems, ensuring seamless operations across diverse departments.
Mr Prasert Chandraruangthong reiterated the government’s commitment to driving the digital economy and society. He emphasised the importance of policies and guidelines to ensure the successful implementation of digital initiatives. The government’s proactive approach to policy formulation aims to create an environment conducive to technological innovation and digital growth.
As part of the broader vision for the future, the dialogue provided insights into utilising the cloud for government in 2023. This forward-looking initiative aims to build upon the successes of existing projects and further propel the government into the digital age.
“We envision continuous innovation, integration of emerging technologies, and a commitment to enhancing citizen-centric services through the power of cloud computing and AI,” explained Minister of Digital Economy and Society, Mr Prasert Chandraruangthong.
Additionally, Mr Prasert Chandraruangthong highlighted the global significance of Thailand’s endeavours in the digital realm. He envisioned a future where international collaboration would identify best practices, fostering a collective global effort to address common challenges in the digital era.
As Thailand strides confidently into the future, the government’s commitment to digital transformation, cloud-first strategies, and the integration of artificial intelligence stands as a testament to its dedication to creating a modern, efficient, and citizen-centric governance system.
“The widespread adoption of cloud technology within government operations has undeniably created a seamless collective framework. As we stand on the threshold of 2024, this marks the inauguration of a new era characterised by innovation and driven by technology. This period will shape Thailand’s digital journey in unprecedented ways,” he concluded.
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In the age of digital transformation, effective communication stands out as a strategic investment crucial for organisational growth. Unified Communications as a Service (UCaaS) emerges as a cutting-edge concept in the realm of information and communications technology, offering integrated communication services through a cloud-based model.
This approach enables organisations to consolidate various communication tools such as voice, video, chat, web conferencing, and collaboration into a centralised platform, fostering seamless communication in the digital era.
The cloud-based nature of UCaaS provides organisations with flexibility, allowing teams to communicate and collaborate without geographical constraints or hardware limitations. By unifying communication tools, UCaaS simplifies infrastructure management and reduces IT burdens, empowering organisations to concentrate on their core activities.
One of the key advantages of UCaaS is its potential to enhance productivity by providing an integrated and user-friendly work environment. Features such as video conferencing, screen sharing, and live chat facilitate efficient communication among teams, regardless of their locations.
A robust UCaaS infrastructure should encompass voice calls, video conferencing, live chat, and cloud-based collaboration, ensuring that organisations can easily access and utilise various communication features. Integration with other business applications, such as email, calendar, and task management, further contributes to establishing a comprehensive communications ecosystem.
The successful implementation of UCaaS relies not only on selecting the right infrastructure but also on effective planning and adoption strategies. Organisations must carefully assess their communication needs and choose a UCaaS service provider capable of meeting those requirements. Involving end users in the implementation and training process is crucial for ensuring the optimal adoption of the UCaaS platform.
In response to the rise of remote work and increased team mobility, having a communication solution accessible from anywhere, at any time, and through various devices becomes paramount. UCaaS not only facilitates enhanced team collaboration but also boosts overall flexibility and productivity.
However, the adoption of UCaaS comes with considerations, particularly in terms of data security and privacy. Storing and accessing communication data via the cloud necessitates a robust focus on information security. Hence, selecting a UCaaS provider with a robust security policy and compliance with industry standards becomes critical for safeguarding sensitive information.
With the right UCaaS infrastructure and a well-planned implementation approach, organisations can optimise both internal and external communications. This not only cultivates a more connected and collaborative work environment but also provides a competitive advantage in navigating the ever-evolving landscape of business challenges.
The OpenGov Tech Day on 23 November 2023, at W Bangkok, Thailand served as an invaluable forum for in-depth discussions on accelerating communications in the digital transformation era. By bringing together organisational leaders from diverse sectors with UCaaS experts, this event aims to shed light on the transformative potential of UCaaS in fostering efficient and future-ready communication strategies.
Opening Remarks
Mohit Sagar, CEO and Editor-in-Chief of OpenGov Asia acknowledges that cutting-edge technology has accelerated a radical shift in the dynamics of the global workplace. The search for collaborative work environments has turned into a strategic imperative for organisations looking to stay ahead in a highly competitive landscape in this era of rapid digitalisation.
At the core of this transformative journey lies Unified Communications as a Service (UCaaS), marking not just the convergence of communication tools but a paradigm shift in the way individuals connect, collaborate, and innovate.
“The very nature of work has evolved – boundaries between physical and virtual spaces blur, diverse teams span the globe, and the speed of decision-making becomes a competitive advantage,” explains Mohit. “The role of unified communications takes centre stage as an enabler, transcending traditional communication barriers to foster a culture of collaboration that knows no bounds.”
UCaaS transcends the subtle technical nuances of unified messaging, video conferencing, and integrated collaboration platforms; it embodies a profound importance in the modern business landscape. Beyond being a merging of communication tools, UCaaS represents a strategic imperative for businesses, offering unparalleled flexibility to adapt to evolving work scenarios. It ensures a seamless experience that extends beyond geographical boundaries, facilitating unhindered communication and collaboration.
Mohit reiterates that more than just a technical solution, UCaaS creates an environment conducive to creativity and innovation. It acts as a catalyst for businesses to navigate the challenges posed by dynamic work situations, providing a framework for smooth and effective communication.
UCaaS emerges as a linchpin, fostering an atmosphere that encourages not just communication but the cultivation of ideas. It stands as a transformative force, empowering businesses to thrive in a landscape defined by change, ensuring they remain agile, connected, and primed for innovation. By enabling businesses to seamlessly navigate changing work dynamics, UCaaS becomes a strategic ally in ensuring operational continuity and workforce collaboration.
The flexibility inherent in UCaaS allows organisations to transcend traditional communication barriers, creating an interconnected workspace where geographical distances are no longer impediments. This not only streamlines workflows but also nurtures a collaborative ethos that is essential for sustained success.
Mohit believes that the collaborative potential embedded in UCaaS becomes a driving force, propelling organisations toward a future where adaptability, connectivity, and creativity converge seamlessly.
“As we navigate the intricacies of the digital age, the importance of UCaaS becomes increasingly evident,” Mohit concludes. “It not only transforms the way we communicate but becomes an integral component of a thriving, forward-thinking organisational culture – one that embraces change, encourages collaboration, and sets the stage for continuous innovation.”
Technology Insights
Nathan Guy, Head of UCaaS, Asia Pacific at Zoom, acknowledges the ongoing challenges confronted by support leaders in diverse companies, ranging from SMBs to larger enterprises. These challenges revolve around the imperative to achieve more with limited resources and meet the growing demand for responsive and proactive customer service.
To overcome these hurdles, according to Nathan, support leaders strategically leverage a combination of technology and automation while maintaining agility to adapt to evolving business landscapes. Effectively scaling teams necessitates the integration of innovative tools and technologies that deliver enhanced outcomes without incurring exorbitant costs.
“The goal is to improve support operations, increase productivity, and maintain a high level of customer service, particularly during peak periods such as Black Friday or the holiday season,” Nathan asserts.
In the area of customer service, seamless support across multiple channels, such as phone, video, and webchat, is deemed paramount. Nathan emphasises the critical role of technology in enhancing user and customer experiences, citing a Gartner survey that highlights the potential risk for businesses if customers experience dissatisfaction.
Nathan elaborates on Zoom’s AI innovation that focuses on empowering individuals and teams responsibly with a federated approach. The Customer Experience portfolio, including Zoom Contact Centre, Zoom Virtual Agent, and the new Workforce Engagement Management (WEM) offering, accommodates the changing dynamics of the future workplace.
Amid economic uncertainty and budget reductions, Nathan stresses the importance of establishing a robust technology foundation for stability and growth. Key elements include a cloud and mobile-first approach, prioritising employee engagement, fostering flexibility, enabling real-time collaboration, and promoting emotional well-being.
Zoom’s commitment to a solid technology infrastructure is evident in its communication and collaboration solutions tailored to diverse needs. The integration of AI further enhances the collaboration experience across Zoom’s solutions, aligning with their ultimate focus on serving customers and employees to thrive in the new era of work.
Recognising the critical role of customer-facing teams, Nathan advocates for empowering these teams as subject matter experts to deliver personalised and delightful experiences. This approach aligns with Zoom’s overarching mission to facilitate success in the evolving landscape of work.
“Customer-facing teams need to address various challenges to provide an exceptional customer experience. By empowering these teams to become subject matter experts, businesses can deliver personalised experiences that delight customers,” Nathan explains.
Jayraj Nair, Customer Experience Lead-ASEAN at Zoom, speaks to the primary objective of merging all product innovations into a unified solution. This holistic solution aims to empower knowledge workers and teams, fostering seamless collaboration internally and with external customers, ultimately propelling business growth.
The spectrum of employee collaboration activities spans calendar management, chat, email management, meeting collaboration, casual huddles, and task conclusion with phone calls. In contrast, customer collaboration encapsulates marketing events, webinars, sales processes, and delivering a unified customer experience, all within a singular interface.
Jayraj shares that the adverse impact of subpar customer experiences on businesses is substantial, particularly in today’s landscape where meeting customer needs demands personalised and insightful interactions despite limited resources. Studies underscore these challenges and highlight the escalating expectations of consumers.
A global Metrigy survey identifies “customer satisfaction” as the top business priority for 2022 and 2023, surpassing other concerns like product and service quality, information security, and revenue generation. Jayraj stresses the criticality of consistently delivering excellent customer experiences, as even a few negative encounters can result in a loss of 60% of customers.
Despite this, only 33% of customers believe that customer service organisations are improving. Recognising the need for digital engagement channels, customer service organisations are actively adapting to address emerging trends and priorities, aligning with Gartner’s predictions of increased spending on digital transformation, artificial intelligence (AI), and security.
Organisations providing a total experience connecting employees and customers are projected to outperform competitors in satisfaction metrics by 25% in both customer experience (CX) and employee experience (EX) by 2024. However, delivering a consistently excellent customer experience becomes challenging when EX and CX strategies are developed independently.
“Recognising the interconnectedness of EX and CX and aligning strategies accordingly can lead to more seamless and satisfying experiences for both employees and customers,” Jayraj explains. “The integration of employee productivity and customer experience is expected to emerge as a prominent trend for 2023.”
A significant challenge in delivering excellent customer experience is the presence of teams working in silos with different tools, hindering effective communication and collaboration. A report suggests that by 2026, around 60% of large enterprises will leverage the concept of total experience to transform their business models.
Zoom addresses these challenges by offering an end-to-end capability for both EX and CX through its cloud-based Zoom Platform. In 2022 alone, the company released over 1,500 new features and products, showcasing remarkable product innovation and expansion.
Zoom’s comprehensive collaboration solutions, including Zoom Phone, Zoom Events, Webinars, Meetings, Zoom Spaces, and developer tools, cater to both employee and customer experience. Their CX products, such as Zoom Contact Centre, Zoom Virtual Agent, and Zoom IQ, further emphasise their commitment to providing comprehensive solutions.
Jayraj reveals that Zoom’s Contact Centre, a video-first omnichannel Contact Centre-as-a-Service (CCaaS) solution, is included in the Zoom platform. It enables businesses to deliver prompt, efficient, and highly personalised customer experiences that drive loyalty and retention.
Zoom Contact Centre integrates unified communications with customer experience, allowing businesses to engage with customers naturally and efficiently. Advanced features like skills-based routing and an intelligent virtual agent enhance the ability to provide concierge-like experiences at scale.
Zoom Virtual Agent, operating 24/7 across multiple support channels, ensures fast and personalised customer experiences, reduces call volumes for human agents, and generates significant operational efficiencies. It can be seamlessly integrated with Zoom Contact Centre and other leading CRM and contact centre solutions.
“All these innovations showcase Zoom’s commitment to providing comprehensive solutions that cater to the evolving needs of organisations in enhancing both EX and CX,” Jayraj concludes.
Closing Remarks
Nathan expressed sincere appreciation for participants, recognising their inputs are underpinned by a shared aspiration and collective commitment to preparing for the digital era. Their unwavering dedication would serve them well as they navigate the ever-evolving landscape of the digital era.
Distilling the outcome of their discussions, he emphasises the pivotal role of communication in nurturing synergy and collaboration among team members, highlighting its critical function in aligning perspectives, cultivating trust, and averting misinterpretations. Effective communication, when coupled with clarity and efficiency, enables teams to overcome potential limitations, fostering a dynamic work environment.
Nathan stresses the significance of facilitating inclusive and sustainable communication for innovation and collective growth within the team, particularly as individuals with diverse backgrounds and experiences collaborate. By championing inclusive communication, they pave the way for a rich tapestry of ideas and perspectives, weaving together a stronger, more resilient team poised for groundbreaking achievements.
Addressing the evolving landscape, Nathan points to the increasing reliance on cloud infrastructure for communication in remote work environments. Ongoing digital transformation has significantly altered communication methods in the workplace, especially with the widespread adoption of cloud infrastructure.
He acknowledges the potential for maximising and optimising cloud systems to boost organisational efficiency, leading to heightened customer satisfaction. Cloud systems provide versatile access to work information and tools, fostering seamless collaboration among team members regardless of geographic constraints.
Mohit reiterates the increasing significance of equipping organisations with a UCaaS system in response to a dynamic communications environment. This approach, attuned to the shifting landscape of communication in the digital era, consolidates diverse communication services – encompassing voice, instant messaging, video collaboration, and document sharing – into a cohesive, unified platform.
His call for the adoption of UCaaS advocates for a deliberate and strategic effort directed towards ensuring that organisations are not only well-equipped but also proactively positioned to effectively address and overcome the communication challenges presented by the digital age.
This strategic outlook underscores the recognition of the transformative power of UCaaS in enhancing organisational communication, fostering collaboration, and navigating the intricacies of modern digital landscapes.
By embracing UCaaS, organisations position themselves to harness the full potential of integrated communication tools, streamline operations, and stay ahead in an evolving digital environment where effective communication is paramount for sustained success.
“Recognising the profound impact that integrated and efficient communications, the investment in a UCaaS system stands as a cornerstone in readying organisations for success in an era defined by constantly evolving modes of communication,” Mohit concludes.