enterprise ip goes mobileEnterprise IP Goes Mobile An Survey and White Paper in Cooperation with the Economist Intelligence Unit Executive Summary Mobile technology is rapidly penetrating the enterprise. The business use of mobile phones and other devices by senior management and sales staff, already widespread today, will be nearly universal in three years' time, according to a global survey of 395 senior executives conducted by the Economist Intelligence Unit for . Mobile usage will also escalate among customer service, IT, marketing and field workers. Many will be connected to converged IP networks. Nearly half – 47% – expect to migrate mobile voice and data applications to an IP network by mid-2007, according to the survey. By 2008 this will have risen to 72% of firms. The combination of mobile voice and data applications with IP convergence means a considerable expansion in the reach of the enterprise and its workforce. Not only can employees continue to work from almost anywhere – home, plane or train platform – but thanks to VoIP and IP VPNs they can also connect on the move. No wonder, then, that the roll-out of wireless applications, ranging from CRM and customer information databases to field force automation, will soar over the next three years. Enterprise mobility promises significant gains in employee productivity, but as the survey plainly shows, it also poses sticky network and employee management challenges. Devices have proliferated in companies, often without the supervision of IT departments. Reining them in at this stage, and establishing reasonable standards of usage, is not easy. Users do not want to be told what to do with such personal devices. The survey shows that many organizations for their part are failing to take firm leadership, and are not issuing proper guidelines. Challenges abound. For one thing, companies are struggling to integrate mobile applications with the existing IT infrastructure. Security also needs to be tightened, with far more corporate data now out and about beyond the boundaries of the workplace. And informal knowledge sharing between remote workers must be maintained, as employees congregate less often. As they think through these factors, executives at most companies are seeking to establish a balance. Priority must be given to protecting corporate data, but too strict a regime will stifle productivity gains. Long Live the Mobile Enterprise The use of mobile technologies for business use is a well-entrenched phenomenon. Throughout the world, executives and entrepreneurs Executives polled in a global survey conducted by the Economist Intelligence Unit (EIU) for confirm the trend of extensive mobile technology use – of phones and other devices – in their organizations, as well as specific functional patterns of utilization. Senior executives have reaped tangible business benefits from using mobile phones to stay connected with colleagues, customers and partners. Enterprise themselves are the most active users today in 78% of firms in the survey. Mobile use is more extensive in European executive suites mobility is about more than phones and voice communication, however. While the handset remains the communications mainstay, managers than elsewhere – 91% of respondents report common use among senior management. and employees also use personal digital assistant (PDA) devices to access and send e-mail, and WiFi-enabled laptops to share documents and access databases while on the move. Mobile device use is also widespread among enterprise sales forces. Sales staff are frequent enterprise mobile users in 64% of firms polled, The good news is that the migration of mobile applications to converged IP networks is gathering momentum, judging by the survey. While on average less than one in five firms polled had made the with considerably higher usage reported in Europe than in Asia-Pacific and the United States. move by mid-2006, nearly half (and two-thirds in the United States) will have done so by mid-2007. By 2008 this will have risen to a Respondents expect mobile usage among both senior management and sales staff to be nearly universal in three years' time. IT staff will resounding 72% of all firms, according to the survey results. also become more intensive users, as will marketing staff, particularly as reported by respondents in the Asia-Pacific region. “The integration of mobile applications into the IP network is the next step on the pathway to convergence,” states Bill Archer, Chief Customer service staff and field engineers do not appear to be major enterprise mobile users today, judging by the survey, but usage among Marketing Officer. “Today’s push towards wireless/wireline integration is driven by the need to provide a unified customer experience across multiple networks.” both groups is expected to rise appreciably over the next three years. “There’s an upsurge in field force mobility beyond the ‘four walls’ of the An organization that has started down this road is the British Transport Police, which has 2,280 officers who provide policing services for organization,” says Steve Reynolds, vice chairman of the Mobile Data Association. “If people are spending more than 20% of their time out of the workplace, they’ll benefit.” trains. Officers have recently started using GPRS/IP mobile devices that provide them with real-time access to core operational systems. The Productivity Factor There is little doubt about what is driving the burgeoning use of mobile technology by organizations: the never-ending quest for This allows officers to spend an extra 1.5 hours per day patrolling the streets, according to the police force. The system includes PDAs and tablet PCs. productivity improvements. Executives in the survey view increased productivity, and support for remote working in general, as the main British Transport Police CIO Andrew Watson says that the information that can now be recorded in the field with mobile devices is “significantly advantages of introducing mobile technology. boosting the volume and quality of intelligence reports.” Officers in the field have a single log-on and, crucially, simultaneous access to five Reaping the full range of productivity benefits, however, requires more than just the allocation of wireless devices to employees. Integrating operational systems. They submit a single name or vehicle enquiry from their handheld application to a ‘mobile gateway.’ The gateway then mobile voice and data applications with the IP network will create the basis of advanced enterprise mobility. It is also a separate, major step manages multiple searches against each of the police force’s and national systems, returning results to officers on the spot. on the road to network convergence, one that until recently most network managers have not felt ready to implement. Where do you believe the use of mobile technology is, or will be, most beneficial to your company? (Select up to two options) 100 Global U.S. Europe Asia-Pacific 80 1. Increasing workforce productivity 42.13% 37.93% 44.12% 33.88% 2. Supporting remote working 38.83% 40.52% 36.76% 40.50% 60 3. Enabling more effective collaboration 30.46% 31.03% 32.35% 38.02% 40 between dispersed teams 4. Improving customer service 24.62% 12.07% 25.74% 29.75% 20 5. Reducing operational costs 15.48% 19.83% 14.71% 14.88% 0 6. Reducing infrastructure costs 14.97% 19.83% 14.71% 7.44% 1 2 3 4 5 6 7 8 9 7. Improving staff job satisfaction 10.15% 16.38% 6.62% 11.57% 8. Enhancing business continuity readiness 8.88% 2.59% 14.71% 7.44% 9. Improving partner relationships 4.82% 2.59% 4.41% 6.61% Source: EIU/survey, 2006 As this example shows, the range of productivity gains that individuals in organizations are getting from mobile technology is broadening. A Winning Mobile IP Strategy for German Soccer Enabling more effective collaboration between dispersed teams is also ranked highly by executives – especially in Asia-Pacific – among the The 2006 World Cup soccer tournament concentrated the minds of Germany’s stadium bosses. Mobile IP technology bonuses of mobile computing. Previously, projects typically ground to a halt if there was one member on the road who needed to contribute, became a key part of their strategy to keep operations running smoothly for this intensely high-profile event. or sign-off, before they could move on to the next phase. Now there is no excuse. As a result, the country’s soccer venues are now among the most automated stadiums in the world. Commerzbank-Arena in Frankfurt, for instance, has been decked out with a completely new network infrastructure, Key Applications The mobile technologies that will have the greatest impact on employee productivity are those enabled by IP convergence. Survey incorporating IP telephony and wireless data services. Throughout the arena, secured wireless hotspots connect respondents in Europe and Asia-Pacific expect remote IP VPN access to databases and enterprise applications on the corporate network mobile PDA ticket readers. ‘Ruggedized’ PDAs are also used with a cashless payment system, called ‘PayClever’: to provide the greatest productivity boost among various mobile technologies over the next three years. This is followed in importance the PDAs synchronize with retail server systems via hotspots to process cashless payments securely. Meanwhile, wireless and mobile technologies are used at the box offices, aimed at both simplifying ticketing and by VoIP-enabled softphones connected either to a laptop or remote PC – allowing easy voice communication while simultaneously viewing helping to prevent fraud. files or messages on the device. As a communications application, remote access via an IP phone is seen by 62% of executives worldwide The infrastructure helps event organizers to detect any irregularities and also supports access control to the VIP as either ‘important’ or ‘critical’ to their business. area. The single network is managed from a central location, and quality of service (QoS) specifications prioritize traffic from applications such as Voice over IP, to help U.S. respondents also expect a significant productivity boost from these technologies, but they are most enthusiastic about the use of WiFi- ensure that the voice quality of phone calls is not affected by the volume of data traffic passing through the network. enabled laptops. Across all regions, many also see an important role for PDAs and other handheld devices with a WiFi or WiMAX connection. In the case of the 66,000-seat Allianz-Arena in Munich, an IP-based access control system uses Radio Frequency How will employees make the most of this enhanced access? The survey reveals the most popular wireless data application available on Identification (RFID) and smartcards to check that each individual has purchased a valid ‘ticket’ and to confirm that networks today to be Web browsing – up and running in three-quarters of companies globally. Within three years, few firms will be without they are at the correct entrance gate. “The IP network allows us to manage a huge stadium with only a few employees,” this capability. The same applies to communications tools such as e-mail and personal information management (PIM) systems. Currently, says Stefan Leibhard, the stadium's IT director. As well as the benefits for applications, among the key reasons for choosing deployment of these as well as Web browsing applications is most widespread in Europe. Instant messaging has been implemented a converged IP network in the first place was that it is “easier and less costly to manage,” he says. much less widely than other applications, but respondents indicate that its use will rise sharply over the next three years. Remote access was also one of the key requirements. A groundsman can now obtain all the relevant information on Enterprise tools are the wireless data applications that will expand the most within corporate networks over the next three years. These the state of the pitch from his home and make any necessary adjustments far quicker than previously, in the run-up to a match. include CRM and customer information databases. Sales force and field force automation applications will also be implemented much Meanwhile, around 80 wireless handheld devices are currently being used for the building access control system and for e-payment throughout the stadium. These run on a more extensively. They show only modest deployment levels at the moment, but within three years they will have penetrated 73% and secure private wireless LAN, while a separate virtual LAN on the same infrastructure provides public access for the 67% of firms, respectively. media, sponsors and VIPs. These allow journalists to send stories and photographs directly to their publications from their seats, while business and VIP spectators can stay connected via their laptops at the stadium – and keep abreast of the game. Which of the following mobile technologies do you think will have the greatest impact on the productivity of your company's workforce over the next three years? (Select up to two options) 100 Global U.S. Europe Asia-Pacific 80 1. Remote IP VPN (virtual private network) 40.46% 27.59% 46.32% 47.90% access to corporate network 60 2. VoIP-enabled softphone connected to 36.64% 35.34% 41.91% 29.41% laptop or remote PC 40 3. Laptop with WiFi connection 32.82% 41.38% 22.06% 37.82% 20 4. Laptop with WiMAX connection 17.56% 23.28% 16.18% 17.65% 5. PDA/handheld computer with wireless 29.01% 20.69% 30.88% 29.41% 0 WiFi or WiMAX connection 1 2 3 4 5 6 7 8 9 6. Bluetooth-enabled devices 15.52% 19.83% 11.76% 13.45% 7. SMS/texting 3.82% 6.90% 0.74% 5.04% 8. Tablet PCs 4.33% 2.59% 6.62% 3.36% 9. Other 1.53% 0.00% 3.68% 0.84% Source: EIU/survey, 2006 For Want of a Strategy Realizing the desired productivity gains requires clear thinking by management as to how the migration of mobile technologies and a figure that rises to 40% in the U.S. Another 36% of firms (50% in the U.S.), allocate handsets to selected staff but most still use their personal ones. Managers and most other employees are allocated mobile devices for dedicated business use in only 37% of organizations applications to IP is to take place, as well as how employees should use them. “There’s a huge level of opportunity for productivity gains (10% in the U.S.). with mobile technology,” says Alastair McAuley, senior managing consultant at PA Consulting. “But companies can’t stumble around; Employees’ widespread use of personal devices makes it difficult for network managers to monitor what devices are in use and whether or they need to be rigorous in the way they deploy it.” States ’s Archer, “The key to success is a comprehensive integration strategy.” not they are secure and compliant. On the other hand, companies face a dilemma if they impose stringent rules on what devices North American firms appear to be applying rigor to this challenge, but it is not matched in other regions. In only a minority of surveyed employees can use. PDAs are by definition personal and are often used for business work outside office hours. Others argue that it firms in Europe and Asia-Pacific (35% and 38%, respectively) has management developed a clear strategy for the integration of mobile would be impractical to carry around one PDA for personal use and one for business use. It is likely to rile employees if they do not have technology with the IP network. U.S. companies, on the other hand, have a clear idea of the mobile migration path: 76% say that freedom in their choice of device. A balance needs to be found. management has developed a strategy to achieve integration. The Challenges of Mobility As discussed earlier, the difficulties involved in integrating mobile applications with the existing infrastructure have held network Likewise, considering the extensive usage of mobile devices in nearly all large companies today, European and Asia-Pacific firms are behind managers back from implementing this aspect of IP convergence. Organizations are now beginning to proceed with integration, but it is in setting guidelines for employees in using mobile technology, or indeed in working remotely. In both regions, only about half of the cited as one of the top two toughest challenges that global executives report about using mobile technology in the enterprise. firms have set out clear guidelines for using the devices or established the ground rules for remote workers. The share of U.S. firms who have addressed these issues, meanwhile, exceeds 70%. Most companies find that the cost of acquiring and deploying mobile technology is the biggest obstacle to implementation. Many also fear Many companies are also following a haphazard strategy for deployment, and this is true across all regions, especially in the U.S. This is partly due to the way that use of handheld devices has evolved the security risk posed by the proliferation of access points to the network: 28% of survey respondents cite this as one of the main challenges in deploying mobile technologies and applications. Lesser numbers of respondents report IT security risks of using BlackBerry in organizations, beyond the reach of IT staff. In 27% of companies worldwide, employees use their own mobile devices for business use – devices or WiFi or WiMAX technologies among their top two challenges. Which of the following statements best characterises the use of mobile technology in your company thus far? 100 Global U.S. Europe Asia-Pacific 80 1. Employees use their personal mobile 27.11% 39.32% 20.00% 21.19% devices for business purposes 60 2. The company has provided selected 36.32% 50.43% 23.70% 43.22% staff with mobile devices, but most 40 employees use their personal devices for business purposes 20 3. The company has provided managers 36.57% 10.26% 56.30% 35.59% and most mobile employees (e.g., sales, service staff) with mobile devices 0 1 2 3 Source: EIU/survey, 2006 Through ignorance employees often expose their organizations to risk by using WiFi when out and about. Theft of documents from Data privacy legislators do not treat infringement lightly just because it is held on a small device. “The same degree of liability exists regardless unsecured WiFi laptops can occur on trains and in airport lounges. An especially alarming development in mobile malware this year has of whether the data resides on a mainframe or a BlackBerry,” says Benoit Laclau, CIO of the European electricity supplier EDF Energy. Not only do been the first “Trojan-spy” for attacks to the Symbian, the most popular mobile operating system. “Flexispy” relays information about the risks surrounding the use of mobile devices need to be thoroughly reviewed, understood and acted upon, but “we have to educate our end- victim’s calls and SMS messages to the criminal. users to the dangers associated with these devices,” he says. Pointsec, the Swedish mobile security firm, advises companies to backup and encrypt mobile data, and also to use passwords to protect devices What are the principal challenges that have arisen for your company from the use of mobile technologies? (Select up to two options) in the event of loss. CEO Peter Larsson says “With the new breed of phones able to store 4GB, users need to be aware of the amount of 100 power and data they are literally carrying around in their hands.” 80 Other problematic aspects of enterprise mobility are managing mobile employees. Keeping tabs on employees, motivating them and gaining 60 40 the benefit of their knowledge are all made more difficult the more mobile employees become and the less they congregate. According 20 to Steve Reynolds of the Mobile Data Association, “People are not communicating knowledge.” It is therefore essential that companies 0 1 2 3 4 5 6 7 8 9 10 wake up to this and at least have monthly gatherings to avoid both a sense of isolation among employees and a breakdown in the informal Cost of acquiring and deploying technology 32.73% Difficulties in integrating mobile 31.19% day-to-day exchange of knowledge. “The process needs to be formalized,” Reynolds says. applications with existing infrastructure Network security risk from the proliferation 28.09% of access points to the network Problems with interoperability between different mobile technologies Difficulties in ensuring adequate employee 17.01% training and support 21.13% Conclusion Although issues abound that need to be overcome, global executives understand that a well-connected mobile workforce brings immense Information security risk from the use of WiFi or WiMAX technologies (for laptop or PDA access to the network) 16.24% competitive value. Many organizations are making creative and effective use of mobile devices. In order to reap the full productivity Difficulties in managing mobile employees Information security risk from the use 13.92% 11.34% benefits that mobile technology offers, however, companies must now turn their focus to achieving integration of mobile applications with of Blackberry devices Management and analysis of wireless 7.47% the IP network. To accomplish this, much careful thinking about enterprise mobile strategy, security and employee use lies ahead. spend, plans and devices Other 1.80% Source: EIU/survey, 2006 Appendix The following findings are drawn from a survey of 395 global executives in a range of industries. The survey was conducted in June 2006, and we are grateful for the time and insights of everyone who participated. Which of the following statements best characterises the use of mobile technology 36.32% in your company thus far? 36.57% Employees use their personal mobile devices for business purposes 27.11% The company has provided selected staff with mobile devices, but most employees use their personal devices for business purposes The company has provided managers and most mobile employees (e.g., sales, service staff) with mobile devices Source: EIU/survey, 2006 Do you agree or disagree with the following statements about the use of mobile technology in your company? Agree Disagree Don’t 100 know 80 1. Management has developed a clear 45.90% 40.00% 14.10% strategy for the integration of mobile 60 technology with the IP network 2. Our company has a set of clear 57.29% 34.53% 8.18% 40 guidelines for employees in utilizing 20 mobile technology 3. Our company has a set of clear guidelines 58.35% 30.33% 11.31% for employees working remotely 0 1 2 3 Source: EIU/survey, 2006 Which of the following groups of employees currently use mobile technology for business purposes on a frequent basis? Of those who do not, which do you expect will be doing so in three years? (Select one response only in each row) Currently In three Not in the Don't years foreseeable know 100 future 80 1. Senior management 78.17% 16.24% 4.57% 1.02% 2. Sales force 64.19% 23.53% 6.65% 5.63% 60 3. Customer service staff 36.18% 34.63% 17.57% 11.63% 4. Marketing staff 48.84% 26.22% 15.17% 9.77% 40 5. IT staff 53.23% 23.26% 13.70% 9.82% 20 6. Field engineers 40.93% 23.06% 15.54% 20.47% 7. Distribution and logistics staff 28.05% 29.35% 23.64% 18.96% 0 8. Administrative staff 24.04% 28.64% 36.83% 10.49% 1 2 3 4 5 6 7 8 Source: EIU/survey, 2006 Where do you believe the use of mobile technology is, or will be, most beneficial to your company? Which of the following mobile technologies do you think will have the greatest impact on the productivity (Select up to two options) of your company's workforce over the next three years? (Select up to two options) 100 100 80 80 60 60 40 40 20 20 0 0 Supporting remote working 38.83% Remote IP VPN (virtual private network) 40.46% Increasing workforce productivity 42.13% Enabling more effective collaboration 30.46% access to corporate network VoIP-enabled softphone connected to 36.64% between dispersed teams Reducing infrastructure costs 14.97% laptop or remote PC Laptop with WiFi connection 32.82% Reducing operational costs 15.48% Laptop with WiMAX connection 17.56% Improving staff job satisfaction 10.15% PDA/handheld computer with wireless 29.01% Improving customer service 24.62% WiFi or WiMAX connection Bluetooth-enabled devices Improving partner relationships 4.82% 15.52% Enhancing business continuity readiness 8.88% SMS/texting 3.82% Tablet PCs 4.33% Source: EIU/survey, 2006 Other, please specify 1.53% Source: EIU/survey, 2006 What are the principal challenges that have arisen for your company from the use of mobile technologies? (Select up to two options) 100 80 60 40 20 0 Cost of acquiring and deploying technology 32.73% Difficulties in integrating mobile 31.19% applications with existing infrastructure Network security risk from the proliferation 28.09% of access points to the network Problems with interoperability between 21.113% different mobile technologies Difficulties in ensuring adequate 17.01% employee training and support Information security risk from the use 16.24% of WiFi or WiMAX technologies (for laptop or PDA access to the network) Difficulties in managing mobile employees 13.92% Information security risk from the 11.34% use of Blackberry devices Management and analysis of wireless spend, 7.47% plans and devices Which of the following wireless data applications are deployed on your network today, and which do you expect will be within three years? Currently In three Not in the Don't years foreseeable know 100 future 80 1. Web browsing 73.91% 17.14% 6.65% 2.30% 2. E-mail and personal information 73.03% 18.32% 5.09% 3.56% 60 management (PIM) systems 3. Instant messaging 51.93% 26.99% 13.62% 7.46% 40 4. Customer information database 42.89% 35.92% 13.18% 8.01% 20 5. Customer relationship 36.60% 38.14% 15.98% 9.28% 0 management applications 6. Sales force automation 28.09% 44.59% 13.66% 13.66% 1 2 3 4 5 6 7 7. Field force automation 24.23% 42.53% 14.95% 18.30% Source: EIU/survey, 2006 Survey Demographics 2.55% In which region are you personally based? What is your company’s global annual revenue in U.S. dollars? 17.30% 22.90% 30.10% Asia-Pacific Latin America North America 32.14% Under $500m $500m to $1bn $1bn to $5bn 8.65% Eastern Europe Western Europe 2.04% $5bn to $10bn $10bn or more 13.99% 37.15% Middle East and Africa 30.87% 2.30% Source: Economist Intelligence Unit/survey June 2006 4.57% In which country are you personally based? 7.67% 4.86% 8.44% Which of the following best describes your job title? 3.58% 2.05% 10.91% 7.61% 10.23% 7.36% 2.05% United States France 10.49% Board member CEO/President/Managing director CFO/Treasurer/Comptroller 19.29% 12.44% Japan Germany Canada 20.72% CIO/Technology director Other C-level executive 8.88% United Kingdom India 29.92% 3.30% Australia China SVP/VP/Director Head of business unit Head of department 18.53% 7.11% Other Manager Other What are your main functional roles? What is your primary industry? 100 80 60 40 20 0 Customer service 15.74% Finance 15.99% Agriculture and agribusiness 2.28% General management 37.31% Automotive 3.30% Human resources 5.08% Chemicals 2.79% Information and research 14.72% Construction and real estate 2.28% IT 20.81% Consumer goods 6.35% Legal 6.85% Education 3.55% Marketing and sales 19.04% Energy and natural resources 3.55% Operations and production 12.44% Entertainment, media and publishing 2.28% Procurement 2.79% Financial services 20.30% Risk 10.41% Government/Public sector 4.82% R&D 5.84% Healthcare, pharmaceuticals 7.36% Supply-chain management Strategy and business development 24.37% 2.79% and biotechnology IT and technology 13.71% Other 2.79% Logistics and distribution 1.27% Manufacturing 6.60% Professional services 9.64% Retailing 1.78% Telecommunications 5.84% Transportation, travel and tourism 2.28% For more information contact an Representative or visit |
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