Tono, Revista Técnica de la Empresa de Telecomunicaciones de Cuba S.A
Dear Readers Tono, created in 2004, is a specialized scientific and technical journal, published both in paper and digitally, with the main objective of scientific and technological dissemination of the telecommunications and computing environment. It is edited by the Information and Strategic Surveillance Division, belonging to the Vice-presidency of Business and Technology Strategy of the Telecommunications Company of Cuba S.A (ETECSA), attached to the Communications Ministry (MINCOM). Twice a year, the journal publishes results from research works, development and technological applications addressed to the telecommunications and computing community made up of experts, technicians and students from Cuba and the world. In such a way, readers can find relevant topics associated with network security, emerging and alternative technologies, new informatics paradigms, mobile telephony, society computerization, information and knowledge management, among others. Tono is indexed in: Latindex 2.0
Transfermóvil is a project developed by ETECSA in 2015. Since then, it has become the primary digital payment platform in Cuba, with over 5.6 million users at the end of July 2025. During Covid-19, its usage grew significantly as it facilitated service payments and product purchases at a time when queues and crowds were being avoided due to health risks. For this reason, in addition to offering ease with e-payments, it contributed to preserving the lives of millions of people in Cuba. Throughout these 10 years, it has always been available to users with stable and secure access 24/7. Its simple operation allows people who are not experienced with new technologies, including the elderly, to quickly become familiar with the application. For companies and businesses, it facilitates e-payments for utilities, such as electricity and telephone services. It will also allow integration with any platform offering products or services that require a payment method. Its recent innovations include the MiTransfer Wallet (2022) and the Online Payment Service (2019), as well as payments for telecommunications and utility services in general. This paper will review the past 10 years, which have been full of challenges, changes, and updates for the project, requiring infinite perseverance, creativity, and teamwork.
Transfermóvil, online payment, MiTransfer wallet, mobile, e-payment
Wireless Control of Heavy Rotating Platforms Based on Arduino and XBee Modules
This paper presents a system-based structure embedded for wireless control of heavy dual-degree-of-freedom rotating platforms. The design of a controller is proposed to allow remote access of operators through an XBee-based communication system, facilitating real-time automatic parameter adjustments. The wireless connection between the controller and the platform is established using an Arduino Leonardo board, eliminating dependence on Wi-Fi or TCP/IP protocols to enhance system robustness in industrial environments. The obtained results in a lab environment prove reliable platform control at distances up to 50 meters. Additionally, the link range can be increased by adding directional antennas compatible with the system hardware, optimizing remote control performance and reliability.
Remote control; Arduino; XBee; Rotating platforms
Implementation of a Smart Beam-Switching Antenna System
Last decades have been marked by an increase in the number of users employing the various developed communication services. This has made it necessary to evolve the technologies used to better satisfy current demands. This paper shows the proposal for the development of a smart antenna array with beam switching for use in a communication system. It uses ARRadio-HSMC radio frequency cards as an implementation platform coupled to the TR4 development board. The proposed design allows dynamic control of the main direction of seven digitally synthesized radiation patterns, ensuring spatial coverage of an angular sector of 100º. Doing this project opens a line of work applicable in different systems, capable of easily adapting to complex antenna geometries and with the possibility of incorporating adaptive algorithms to increase the performance of the digital beamformer for each beam.
digital beamformer, smart antennas, switched beam
Dynamic Assessment of Business KPIs by: Optimizing Territorial Management Through a Dashboard
At ETECSA’s Sancti Spíritus Territorial Division Center, dispersed statistical data on key indicators —distributed across monthly/yearly databases— hampers comprehensive analysis and decision-making. To address this limitation, an Excel dashboard was developed to centralize and unify this information into a single file, which can be updated monthly. This tool consolidates preliminary, monthly, and cumulative indicator values, enabling dynamic visualization via interactive period-segmented charts. The Dashboard generates accurate, real-time reports, to evaluate performance against annual business objectives; streamlines management decision-making by managerial decisions by unifying ETECSA’s KPIs; and supports the Territorial Director in monitoring results through integrated data from Network Operations, Sales, Logistics & Services, Human Resources, and Investments. The solution is implemented using Microsoft Excel in its advanced version, leveraging dynamic links between databases, VBA (Visual Basic for Applications) macros to automate update and validation processes, and interactive charts configured to reflect monthly trends and historical comparisons. All the information processed ranges from divisional to national levels, ensuring consistency in reporting. This project not only optimized data management but also deepened the company’s mastery of Excel as a Business Intelligence tool, proving its potential to transform operational processes into strategic ones.
Dashboard, KPIs, VBA, Business Intelligence
Python tool for behavioral studies of the IP Pools in the BRAS
The deployment of postpaid services at interoperable hotel Wi-Fi sites nationwide—allowing up to three devices per account—alongside expanded coverage and higher occupancy, has increased IP address utilization. Consequently, the Telecommunications Company of Cuba S. A., ETECSA has experienced an increase in terms of requests for IP address ranges at these sites, currently allocated via empirical calculations based on estimated guest numbers and service usage. The absence of tools providing accurate IP address usage statistics hinders behavioral studies to determine optimal pool sizing. This may cause service disruption and dissatisfaction for both customers experience address exhaustion, while ETECSA faces inefficient network resource allocation. To address this, a Python-based utility was developed to collect data for behavioral analysis. This tool was developed so as to solve the this problem. This paper describes the work performed and the results obtained with this tool, contributing to our Company enhancing tourism-sector service delivery and optimizing network resource efficiency.
Python, Netmiko, Network Automation, WiFi
Networks for Artificial Intelligence and Artificial Intelligence for Networks: Implications for Telecommunications
The development and widespread growth of AI tools and solutions creates opportunities with significant positive effects for nearly all economic, social, and governmental sectors. For the telecommunications industry, the transition to AI is a challenge but also an opportunity. On the one hand, telecommunications enable AI; however, the increased use of online services based on AI will put additional pressure on connectivity networks, their costs, management, and the sustainability of investments required to maintain and expand them. On the other hand, successfully integrating AI into the optimization and management of the telecommunications value chain creates opportunities to increase business profitability and design value propositions for end users and industrial customers.
AI, Telecommunications, Networks, Connectivity, Digital Ecosystem
Dear readers, We are pleased to present this new issue of Tono Journal, which showcases the vitality and ingenuity of the scientific and technical community like no other. The papers in this issue once again reveal that in Cuba, innovation is fueled by a powerful combination of an understanding of global trends and the creative ability to apply them to our context with practical, high-impact solutions. In short, this issue is a testament to technological sovereignty. The journal’s editorial team would like to thank all the authors and contributors who shared their work, thereby enriching the fields of national science and technology
The impact of new technologies on cybersecurity
Advances in Information and Communication Technologies (ICT) together with those of 5G and 6G communications networks have facilitated the exchange of information and enabled the evolution of the Fintech market. However, cybercriminals have also targeted these technologies with the firm determination to render TELCOs and governments inoperative and obtain financial gain through blackmails and the theft of sensitive information as a result of these cyberattacks. This study focuses on analyzing the increasing impact of cybersecurity on telecommunications industry. Threats such as Distributed Denial of Service (DDoS) attacks, banking Trojans, zero-day vulnerabilities, and AI-driven malware are described. As a result, it is clear that new technologies such as Artificial Intelligence (AI), the Internet of Things (IoT), and e-commerce have increased vulnerability and the interrelation between regulatory bodies, companies, and governments. This is evident through regulatory frameworks and the constant training of users, which are crucial elements in addressing these threats.
Artificial Intelligence, cyberattacks, TELCOs, cybersecurity, cybercriminals
Copyright (c) 2026 Tono, Revista Técnica de la Empresa de Telecomunicaciones de Cuba S.A
Integrated platform for digital signatures in the context of the company XETID
In the current process of digitizing society, it is essential to have a Public Key Infrastructure (PKI) integrated with a secure digital signature service available for use by society and the corporate sector. A digital signature ensures the integrity of and the signer’s association with the signed digital document, thereby guaranteeing its authenticity for legal purposes. This paper proposes an integrated platform from the XETID Company that aims to provide Cuban society with a secure digital signature service at large. The solution involves a public key infrastructure, a digital signature server, a timestamp server, and a secure service for managing passwords and performing cryptographic operations. Additionally, tool typologies for utilizing the digital signature service are proposed. The work describes each component, its essential function, and the handling of passwords necessary to achieve a robust and secure digital signature service. Likewise, it outlines essential tools for further development so as to accomplish the desired objective.
public key infrastructure, timestamp service, digital signature server, secure password protection
Implementing artificial intelligence models for malware detection in critical telecommunications infrastructures
The rapid advance of digitization and global interconnection has made critical telecommunications infrastructure more vulnerable to various cyber threats, among which, malware is one of the most persistent and damaging. In this context, implementing Artificial Intelligence (AI) models to detect malicious software early on has become a key strategy for ensuring the resilience, availability, and continuity of essential services. This article analyzes the primary machine learning and deep learning approaches used for malware identification, focusing on their implementation in critical telecommunications environments. Classical techniques such as Support Vector Machines (SVM) and Random Forest are reviewed, as well as advanced neural network architectures, including Convolutional Neural Networks (CNN), Long Short-Term Memory (LSTM), and Graph Neural Networks (GNN). The methodology focuses on a systematic review of recent literature and a comparative analysis of models based on performance metrics, generalization capability, and computational resource consumption. Results indicate that hybrid models combing deep learning and network flow analysis techniques canvachieve 98% rates detection with a significantly fewer false positive. Finally, current challenges and future perspectives for the integration of AI into the cyber defense of critical infrastructures are discussed, highlighting the importance of explainability, unknown threat detection, and collaboration between Telcos carriers and research institutions.
Artificial Intelligence, malware detection, critical infrastructures, telecommunications, cybersecurity
Tool for monitoring and trace analysis in the Provincial Prosecutor’s Office of Mayabeque
This study addressed the implementation of a specialized tool for monitoring and analyzing traces, with the goal of strengthening the oversight of information systems and reducing exposure to threats. Criteria were established for the selection and integration of the tool, prioritizing the centralization of logs, real-time analysis, and accessible visualization of information. The solution was implemented in a controlled environment, allowing for the detection of relevant events, identification of anomalous patterns, and classification of threats based on their level of impact. The validation of the tool demonstrated significant improvements in the ability to interpret critical data and respond promptly to potential failures, thus optimizing the supervision of technological infrastructure. The results confirmed that trace analysis with visual support represents an effective strategy for ensuring operational continuity and protecting systems in public institutions.
threats, trace analysis, monitoring, data visualization, cybersecurity
Proactive training against phishing emails using simulations with the GoPhish tool
Phishing, a threat exploiting the human factor, poses a critical risk to organizations. Confronting the inadequacy of traditional theoretical training, this study implemented a controlled simulation program using the open-source tool GoPhish. Across four successive campaigns employing distinct attack vectors, a clear decreasing trend was observed in interaction rates and credential submission was significantly reduced. Analysis of participating users revealed a strong learning curve, with most showing substantial improvements in detection capabilities. Concurrently, a considerable increase in voluntary reporting of real suspicious emails was recorded, particularly in high-exposure areas. The findings confirm that combining practical training, immediate feedback, and periodic simulations effectively transforms users from a vulnerable link into a proactive defense barrier, thereby sustainably strengthening the organizational cybersecurity culture.
phishing, GoPhish, cybersecurity simulations, practical training
Deployment of honeypots for proactive detection of cyber threats
In an increasingly threatened digital environment, the need to implement proactive security mechanisms has become critical. This article presents the design, configuration and validation of a honeypot system, focusing on the T-Pot tool, aimed at proactive cyber threat detection. T-Pot, recognized for its modular architecture and versatility, is deployed as the core of a solution capable of capturing, analyzing, and monitoring malicious activities in real time. The work begins with an overview of honeypots and their applications in cybersecurity, emphasizing their relevance as a deception technique to observe and analyze attacker behavior. A flexible and scalable architecture is defined and implemented in a controlled laboratory environment where various attacks are simulated to evaluate system effectiveness. The results validate the honeypot’s ability to identify intrusion attempts and suspicious behavior, demonstrating T-Pot’s effectiveness as a tool for proactive threat detection.
Cyber Threats, Cybersecurity, Proactive Detection, Honeypot, T-Pot
Integration of security practices for DevSecOps pipelines in containerized environments
Security in software development is a paramount concern in today’s digital age, especially in continuous integration and continuous delivery environments. As cyber threats evolve, it is necessary for development teams to integrate security from the early stages of the software lifecycle. The research focuses on the implementation of DevSecOps practices, which seek to incorporate security from the beginning of the pipeline. Qualitative and quantitative methods, such as case analysis and document review, were used to identify best practices and challenges in the field. The findings indicate that the lack of alignment between development, operations and security teams is a critical obstacle. However, effective implementation of automated tools significantly improves the security posture. The findings highlight the need to foster a collaborative culture and a proactive approach to security. It highlights the urgency of addressing security concerns in software development, proposing a clear process towards successful integration of DevSecOps practices.
containerization, continuous delivery, continuous integration, security
Zero-knowledge proof-based cryptographic authentication methods
The article “Authentication Methods Based on Zero-Knowledge Cryptography” examines the evolution of authentication methods in a context where security and privacy are increasingly crucial. It highlights the need for systems that ensure the confidentiality and integrity of information, especially in an increasingly vulnerable digital environment. The estudy focuses on exploring various categories of authentication, from traditional methods such as passwords and physical tokens to more advanced approaches like Multi-Factor Authentication (MFA) and the use of digital certificates. However, the main focus is on the analysis of Zero-Knowledge Proofs (ZKP) as an innovative solution to mitigate the inherent vulnerabilities of traditional methods. The methodology used includes an exhaustive literature review and a detailed analysis of ZKP protocols applied to authentication, with particular emphasis on their implementation in cloud computing environments. The results underscore the effectiveness of ZKPs in verifying user identities without compromising sensitive information, presenting significant advantages over other methods.
authentication, zero-knowledge cryptography, cloud computing, security, privacy
Solución autonómica para la gestión integral de la ciberseguridad basado en aprendizaje por refuerzo
Cybersecurity has become a race against time. Cybercriminals improve their tools every day and perpetuate a large number of attacks in a very short period of time. This work presents the functional components of an autonomous system for integrated cybersecurity management. It seeks to (I) reduce detection, analysis, and response times to threats and vulnerabilities; (II) automate cybersecurity management processes in Cuban entities; and (III) maintain secure and stable the infrastructure with minimal human intervention. Free software and open-source solutions were used to create the system. Two artificial intelligence models using Python and PyTorch were deployed to make the system autonomous. The development of this system represents a step forward for Cuba toward technological sovereignty in the area of cybersecurity.
cybersecurity management; autonomous management; reinforcement learning; LLM; cybersecurity
Se ofrece en esta oportunidad una edición especial de la revista Tono que compila los principales aportes presentados en el evento de Ciberseguridad en las Telecomunicaciones 2025. Esta selección representa un balance actualizado de los avances y desafíos en esta área prioritaria para el desarrollo tecnológico soberano. Esta compilación certifica el nivel de especialización y madurez alcanzado por esta comunidad de conocimiento en Cuba. Se valora el aporte colectivo de investigadores y profesionales cuyos trabajos contribuyen a fortalecer las bases para un desarrollo digital nacional seguro y confiable.
Transfermovil is a project developed by ETECSA in 2015. Since then, it has become the primary digital payment platform in Cuba, with over 5.6 million users as of July 2025. During the Covid-19, its usage grew significantly as it facilitated service payments and product purchases at a time when queues and crowds were being avoided due to health risks. For this reason, in addition to offering ease with e-payments, it contributed to preserving the lives of millions of people in Cuba. Throughout these 10 years, it has always been available to users with stable and secure access 24/7. Its simple operation allows people who are not experienced with new technologies, including the elderly, to quickly become familiar with the application. For companies and businesses, it facilitates e-payments for utilities, such as electricity and telephone services. It will also allow integration with any platform offering products or services that require a payment method. Its recent innovations include the MiTransfer Wallet (2022) and the Online Payment Service (2019), as well as payments for telecommunications and utility services in general. This paper will review the past 10 years, which have been full of challenges, changes, and updates for the project, requiring infinite perseverance, creativity, and teamwork.
Transfermóvil, online payment, MiTransfer Wallet, mo- bile, e-payment
Wireless control of heavy rotating platforms based on Arduino and XBee modules
This paper presents a structure based on embedded systems for wireless control of heavy dual-degree-of-freedom rotating platforms. The design of a controller is proposed to allow remote access operator via an XBee-based communication system, facilitating real-time automatic parameter adjustments. The wireless connection between the controller and the platform is established using an Arduino Leonardo board, eliminating dependence on Wi-Fi or TCP/IP protocols to enhance the system robustness in industrial environments. The results obtained in lab environment prove a reliable platform control at distances up to 50 meters. Additionally, the link range can be increased by adding hardware compatible directional antennas with the system hardware, optimizing remote control performance and reliability.
Implementation of a switched beam antenna system
The last few decades have witnessed a significant increase in users applying the diverse communication services. This necessitates evolving existing technologies to better meet current demands. This work proposes the development of an intelligent switched-beam antenna array to be used in a communication system. The HSMC ARRadio RF cards coupled to the TR4 development board are used as an implementation platform. The proposed design enables dynamic control of the main direction for seven digitally synthesized radiation patterns, ensuring spatial coverage across a 100º angular sector. Completing this project establishes a versatile framework applicable to diverse systems, adaptable easely to complex antenna geometries, and capable of incorporating adaptive algorithms to enhance digital beamformer performance for each beam.
Digital beamforming, smart antenna, switched beam
Dynamic Assessment of Business KPIs: Optimizing Territorial Management Through a Dashboard
At ETECSA’s Sancti Spíritus Territorial Management Center, dispersed statistical data on key indicators —distributed across monthly/yearly databases— hampers comprehensive analysis and decision-making. To address this limitation, an Excel dashboard was developed to centralizes and unifies this information into a single file, which can be updated monthly. This tool consolidates preliminary, monthly, and cumulative indicator values, enabling dynamic visualization via interactive period-segmented charts. The Dashboard generates accurate, real-time reports, to evaluate performance against annual business objectives; streamlines management decision-making by managerial decisions by unifying ETECSA’s KPIs; and supports the Territorial Director in monitoring outcomes through integrated data from Network Operations, Sales, Logistics & Services, Human Resources, and Investments. The solution is implemented using Microsoft Excel in its advanced version, leveraging dynamic links between databases, VBA (Visual Basic for Applications) macros to automate update and validation processes, and interactive charts configured to reflect monthly trends and historical comparisons. All the information processed ranges from divisional to national levels, ensuring consistency in reporting. This project not only optimized data management but also deepened the company’s mastery of Excel as a Business Intelligence tool, proving its potential to transform operational processes into strategic ones.
BRASPython tool for studying IP pool behavior in BRAS
The deployment of postpaid services at interoperable hotel Wi-Fi sites nationwide—allowing up to three devices per account—alongside expanded coverage and higher occupancy, has increased IP address utilization. Consequently, the Telecommunications Company of Cuba S. A.,ETECSA has experienced an increase in terms of requests for IP address ranges at these sites, currently allocated via empirical calculations based on estimated guest numbers and service usage. The absence of tools providing accurate IP address usage statistics hinders behavioral studies to determine optimal pool sizing. This may cause service disruption and dissatisfaction for both customers experience address exhaustion, while ETECSA faces inefficient network resource allocation. To address this, a Python-based utility was developed to collect data for behavioral analysis. This tool was developed so as to solve the this problem. This paper describes the work performed and the results obtained with this tool, contributing to our Company enhancing tourism-sector service delivery and optimizing network resource efficiency.
Networks for Artificial Intelligence and Artificial Intelligence for Networks: Consequences for Telecommunications Industry
The development and expansion of AI tools and solutions creates opportunities with significant positive effects for nearly all economic, social, and governmental sectors. For the telecommunications industry specifically, the transition to AI presents not only challenges but also opportunities. On the one hand, telecommunications enable AI; however, the increased use of online services based on AI will put additional pressure on connectivity networks, their costs, management, and the sustainability of investments required to maintain and expand them. On the other hand, successfully integrating AI into the optimization and management of the telecommunications value chain creates opportunities to increase business profitability and design value propositions for end users and industrial customers.
AI, Telecommunications, Networks, Connectivity, Digi- tal Ecosystem
Con gran satisfacción se presenta este nuevo número de la revista Tono, que refleja como ninguno la vitalidad y el ingenio de la comunidad científico-técnica. Cada artículo aquí reunido demuestra una vez más que la innovación en Cuba se nutre de una poderosa combinación: la comprensión de las tendencias globales y la capacidad creativa para aplicarlas a nuestro contexto con soluciones prácticas de alto impacto. El hilo conductor de este número es, sin dudas, la transformación digital que se ha venido dando desde comienzos del siglo. Es un testimonio de soberanía tecnológica. El colectivo de la revista agradece a cada autor y colaborador por compartir sus trabajos y enriquecer la ciencia y la técnica nacional.
An approach to corporate social responsibility from the perspective of the Empresa de Telecomunicaciones de Cuba S.A.
In the context of the country, it is essential that Corporate Social Responsibility continues to raise awareness among the different economic actors. The purpose of this paper is to approach this issue from the perspective of the socially responsible practices of the Empresa de Telecomunicaciones de Cuba S.A., based on elements of the research study “From the management of Corporate Social Responsibility to socially responsible communication”. This study explored some theoretical assumptions and developed a diagnostic approach to the state of socially responsible work in the company. It also proceeded to identify and legitimize the practices that have been implemented in recent years, in addition to recognizing the importance of socially responsible communication that has effectively accompanied the company in its incursion into Corporate Social Responsibility. This approach to the issue reveals the Empresa de Telecomunicaciones de Cuba S.A.’s potential to become a socially responsible corporation.
Corporate social responsibility, socially responsible practices, corporate social responsibility diagnosis, corporate social responsibility communication
OWASP Odyssey: A Complete Guide to Secure Software Practices
Security in web application development is a comprehensive process that needs to be started early in the development cycle. Modern frameworks provide important security tools, but they are not enough to secure applications. They must be accompanied by good development practices and sound software design. Vulnerabilities can occur not only at the framework level, but also due to inadequate access policies, poor data validation, and insufficient authentication mechanisms. Adoption of the Open Web Application Security Project guidelines and the OWASP Application Security Verification Standard standards is critical to mitigating these vulnerabilities, as is familiarity with Common Vulnerabilities and Exposures and Common Vulnerabilities and Exposures associated with the technologies used.
Cybersecurity, OWASP, secure software development, vulnerability intelligence, OSINT
Modelos de Deep Learning en la predicción de propiedades ADME/Tox
This paper deals with the development of a Deep Learning model for the prediction of ADME/Tox properties in modified cyclic peptides from a software engineering perspective. The aim was to establish a robust and reproducible methodology to guide the design and implementation of the model, ensuring the quality and traceability of the process. To this end, functional and nonfunctional requirements were defined through a detailed domain analysis, and a modular architecture was designed based on scalability and maintainability principles. Modelling tools such as use case diagrams, component diagrams and sequence diagrams were used to document system interactions. The methodology adopted included an iterative and incremental approach, supported by agile practices that allowed continuous validation of progress. The results achieved include a working prototype whose design ensures extensibility to incorporate new molecular encoding methods and evaluation metrics. This approach proved effective in structuring complex processes and improving system predictability. In conclusion, the integration of software engineering principles in bioinformatics projects not only optimizes technical development, but also improves reproducibility and applicability in pharmacological research and development scenarios.
Diagnóstico del uso del ERP SAP en el proceso logístico de ETECSA para la Red de Abonado
In today's globalized world, the most effective way to optimize supply chains is through the implementation of enterprise resource planning (ERP) software. ERP software provides companies with real-time information about their stock, enabling them to anticipate the acquisition of necessary materials or supplies and coordinate the distribution of goods to customers more efficiently. ERP software is a powerful tool for optimizing value chains in Industry 4.0. Using ERP in the Cuban business environment will facilitate optimizing business processes, digitizing them, and continuously evaluating them. This will allow us to have real-time data for flexible, quality business management. ETECSA, the Telecommunications Company of Cuba, uses SAP as an ERP for negotiation and logistics processes.
En un contexto global marcado por cambios acelerados y desafíos complejos, esta segunda edición de Tono 2024 se presenta como un espacio de análisis riguroso y reflexión profunda. A través de investigaciones, perspectivas expertas y enfoques innovadores, se busca ofrecer una mirada integral sobre los temas que están definiendo nuestro presente y moldeando el futuro.
Diagnosis of the use of ERP SAP in the logis- tics process of ETECSA’s Subscriber Network
Increasing productivity and the quality of products and services are the main challenges facing companies worldwide, which is why they are committed to technological advances. Cuba seeks to improve the performance of its organizations, demanding greater effectiveness and efficiency in meeting the demands of the environment, applying information and communication technologies through the development of investments in advanced technologies. For its part, the telecommunications sector is one of the pillars of the current Cuban economy; as a result of the above, the general objective of this research was to develop a procedure for the organizational design of digital environments in order to introduce improvements in the work system for the provision of services. The following methods and techniques were used: general problem solving method, interviews, group work, checklists, surveys, document analysis, BPMN diagram, simulation in ARENA, timing of operations with statistical analysis of recorded times, individual continuous observation technique, cause- effect diagram, Pareto, Delphi method and load and capacity balance. The results of the research show that a work system associated with a service sales process with a digital, optimized and automated approach, as well as with updated job profiles, workers with appropriate competencies and organized in the digital work environment, should contribute to improving the results of the work system and the level of customer satisfaction.