e-Book PDF - Universidad de La Punta (ULP)
e-Book PDF - Universidad de La Punta (ULP)
e-Book PDF - Universidad de La Punta (ULP)
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(SISE), Plan <strong>de</strong> Inclusión (SIIS), entre<br />
otros.<br />
<strong>La</strong> plataforma <strong>de</strong> E-government<br />
<strong>de</strong>sarrolla una arquitectura <strong>de</strong> 3<br />
capas. Esto quiere <strong>de</strong>cir, que tanto<br />
los datos <strong>de</strong> la aplicación, como la<br />
interfaz, como la lógica <strong>de</strong> mo<strong>de</strong>lo<br />
no resi<strong>de</strong>n en la misma i<strong>de</strong>ntidad,<br />
sino que cada capa posee su i<strong>de</strong>ntidad.<br />
Estas capas son:<br />
• Capa 1: Front End. Cliente <strong>de</strong><br />
aplicación<br />
• Capa 2: Back End. Servidor <strong>de</strong><br />
aplicaciones<br />
• Capa 3: Database. Servidor <strong>de</strong><br />
datos<br />
<strong>La</strong> plataforma involucra tecnología<br />
Microsoft, para la mayoría <strong>de</strong><br />
los servidores que la componen,<br />
pero también existen aplicaciones<br />
sobre Linux. <strong>La</strong>s bases <strong>de</strong> datos<br />
son Oracle EE <strong>de</strong> Oracle y SQL Server<br />
<strong>de</strong> Microsoft.<br />
<strong>La</strong> segunda plataforma también<br />
<strong>de</strong>sarrolla una arquitectura en tres<br />
capas. De ella proviene el servicio<br />
<strong>de</strong> hosting perteneciente al Gobierno<br />
<strong>de</strong> la Provincia <strong>de</strong> San Luis.<br />
Este servicio posee actualmente<br />
más <strong>de</strong> cien sitios hosteados.<br />
A<strong>de</strong>más, comparada con la oferta<br />
comercial, es <strong>de</strong> las pocas que soportan<br />
diferentes tecnologías <strong>de</strong><br />
programación web.<br />
<strong>La</strong> AUI ofrece diversas opciones <strong>de</strong><br />
conectividad a los ciudadanos, a<br />
través <strong>de</strong> un diseño <strong>de</strong> comunicaciones<br />
redundantes y efectivo.<br />
Dentro <strong>de</strong>l esquema <strong>de</strong> trabajo <strong>de</strong><br />
la AUI se dispone <strong>de</strong> un Centro <strong>de</strong><br />
Contactos (CC), que está instalado<br />
en el Data Center, con capacidad<br />
para treinta puestos, más un supervisor<br />
y una configuración <strong>de</strong><br />
recursos, y servicios acor<strong>de</strong>s a los<br />
requerimientos <strong>de</strong> los usuarios <strong>de</strong><br />
la AUI. Cada agente <strong>de</strong> este centro<br />
<strong>de</strong> atención cuenta con el equipamiento,<br />
tanto <strong>de</strong> hardware como<br />
<strong>de</strong> software, necesario para su correcto<br />
<strong>de</strong>sempeño.<br />
El Centro <strong>de</strong> Contactos brinda soporte<br />
<strong>de</strong> primer nivel a todos los<br />
usuarios <strong>de</strong> los servicios informáticos<br />
que brinda el Gobierno <strong>de</strong><br />
San Luis, a través <strong>de</strong> la AUI. A<strong>de</strong>más,<br />
colabora con la formación <strong>de</strong><br />
recursos, ya que brinda pasantías<br />
laborales a los alumnos <strong>de</strong> la <strong>Universidad</strong><br />
<strong>de</strong> <strong>La</strong> <strong>Punta</strong> (<strong>ULP</strong>). Esto<br />
significa una ayuda económica y<br />
un paso previo importante para<br />
una pronta inserción laboral, que<br />
24 |<br />
The AUI offers several connectivity options to the citizens, by means of<br />
a redundant and effective communications <strong>de</strong>sign.<br />
Within the AUI’s work diagram there is a Contact Center (CC), allocated<br />
in the Data Center, with a capacity for 30 positions, a supervisor,<br />
a resource configuration, and services in accordance to the requirements<br />
of the AUI users. Each agent at this attention center has the<br />
hardware and the software nee<strong>de</strong>d for appropriate performance.<br />
The Contact Center provi<strong>de</strong>s first level support to all users of the services<br />
offered by the Government of San Luis, through the AUI. It also<br />
contributes with the formation of human resources, by offering internships<br />
to the stu<strong>de</strong>nts of <strong>Universidad</strong> <strong>de</strong> la <strong>Punta</strong> (<strong>ULP</strong>). This implies<br />
financial support and important experience for the stu<strong>de</strong>nts’ insertion<br />
in the work market, including the possibility of working at the Information<br />
Highway’s Data center itself. Through the CC, the Highway<br />
provi<strong>de</strong>s quick support for the users’ queries, and at the same time it<br />
receives the feedback from the users’ opinions, which allows improving<br />
the services if necessary.<br />
Working as support at a second level, there exists an area called Monitoring,<br />
which is in charge of integrating all the alarms, operations,<br />
elements and activities of the AUI net. This way, it is possible to eliminate<br />
problems before they occur. This area uses analysis tools and<br />
monitoring of network, servers and systems, in real time that allow<br />
preventing problems and improving the efficiency of the service.<br />
The Data Center also has a Network Operation Center (NOC) where<br />
the administration of each service is carried out, as well as the administration<br />
of the network as a whole. This area fulfills the third level<br />
support tasks.