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1 TRENDS Includes Business Technographics data Government Leads The Pack In Mobile Application Adoption by Alan E. Webber with Bradford J. Holmes, Julie Hanson, and Alyssa L. Baer EXECUTIVE SUMMARY As enterprise adoption of mobile IT becomes increasingly mainstream, significant differences are emerging in the uptake rates of different vertical sectors industries that are generally voracious adopters of emerging technologies surprisingly trail government. While the breadth and sophistication of mobile technology deployment is greater in the business services and telecom industries, governments in North America are collectively ahead of the pack in the roll out of mobile technology for their enterprises. TARGET AUDIENCE Chief information officer, business process executive GOVERNMENT RAPIDLY ADOPTS MOBILE TECHNOLOGIES According to a recent Forrester survey of small and medium-size businesses (SMBs), governments are adopting mobile and technologies faster than the average across all other industries. 1 Why is government so quick out of the gate in adopting mobile technologies? Government managers have found value in increasing access, minimizing communication delays, and in adopting basic technologies such as mobile phones and mobile data services. And despite the challenges governments face with the security of mobile technologies such as wireless LAN (WLAN) and Wi-Fi, government managers lead the herd in deploying: Mobile voice and data. Government agency and department managers report high acceptance rates of enterprise-sponsored mobile voice (mobile phones) and mobile data at 74% and 46%, respectively, which are significantly higher than the industry averages of 65% and 37%, respectively (see Figure 1). When we break out the average by sector, only the telecom and utilities sector, at 75% for mobile phones, has a higher adoption rate than government. 2 Government s lead in mobile data adoption is followed by the media sector at 43% and the telecom and utilities sector at 42%. WLAN on premises. Government managers have recognized the benefits of a WLAN/Wi-Fi network, leading the market in use for both data and voice at 45% and 31%, respectively. And government is clearly the early adopter. Telecom is the second largest adopter of WLAN/Wi-Fi for data and voice at 33% and 25%, respectively. Headquarters Forrester Research, Inc., 400 Technology Square, Cambridge, MA USA Tel: / Fax: /

2 Trends Government Leads The Pack In Mobile Application Adoption 2 Figure 1 Government Adopts Employee-Friendly Mobile Applications Mobile voice (cell phone) Have you fully or partially deployed the following technologies? All SMB respondents* 65% Mobile data services from a carrier 37% WLAN/Wi-Fi on premises for data WLAN/Wi-Fi on premises for voice Mobile software Government Business services Finance Manufacturing Media Retail Telecom and utilities 29% 18% 22% 0% 10% 20% 30% 40% 50% 60% 70% 80% *Includes industries listed above and all other industries (e.g., high-tech, transportation, construction, etc.) Government CIOs are also embracing, such as BlackBerry devices, that give their workforce easier access to s and contact information, but, surprisingly, they are falling behind in outward-facing and logistics. While government shows high adoption levels for many mobile technologies, deployment is generally limited to a select set of elected officials, political appointees, and key civil servants, putting government further back in the pack in terms of the percentage of workers using mobile technologies. Forrester found that: Government managers are big proponents of wireless . Government agencies lead all other industries in the adoption of wireless at 52%, compared with an industry average of 38% (see Figure 2). These agencies are putting primarily BlackBerry devices in the hands of key employees and providing around-the-clock access to , the ability to review and approve travel vouchers, and, in the case of the US Postal Service, access to agency intranets and disaster response instructions. The only industries close to the same adoption level as government are business services at 45% and finance at 41%.

3 Trends Government Leads The Pack In Mobile Application Adoption 3 Figure 2 Government Shows Higher Levels Of Adopting Mobile Technology Have you fully or partially adopted the following mobile? All SMB respondents* Wireless or BlackBerry 38% Personalized contacts and calendar 32% Content/information for employees (e.g. Web portal) 19% Voice over WLAN/Wi-Fi 13% Instant messaging 20% Field service SMS alerts Government Business services Finance Manufacturing Media Retail Telecom and utilities 16% 14% Customer facing 16% 0% 10% 20% 30% 40% 50% 60% *Includes industries listed above and all other industries (e.g., high-tech, transportation, construction, etc.)

4 Trends Government Leads The Pack In Mobile Application Adoption 4 Agency leaders lag in adopting mobile technologies for critical areas. Government managers trail their industry counterparts in adopting mobile technologies in two critical areas: customerfacing (11%) and logistics (9%). Governments have been slow to recognize the value of interacting with citizens via mobile devices with only an 11% adoption rate compared with an industry average of 16%. Customer-facing mobile will become more critical as more constituents interact with government to pay taxes and fees, get information, give information, or simply look for available services on mobile devices. Mobile technology penetration within government is as deep as it will go for now. Government ranks fourth out of seven sectors in the percentage of employees who use mobile technologies at 24%, behind business services, media, and telecom at 31%, 28%, and 28%, respectively (see Figure 3). Government CIOs are successfully developing the business case for mobile technologies at the management and key personnel level, but without a mobile sales force, a broad field service force, or a critical customer service need, this is as deep as this technology is going to get in penetrating the government enterprise for now. Figure 3 Less Than One-Quarter Of The Government Workforce Will Be Mobile In 2006 What percentage of your company s workforce will use mobile data technologies and services in 2006? Business services 31% Media and entertainment 28% Telecom and utilities 28% Government 24% Manufacturing 20% Retail and wholesale 18% Finance and insurance 17%

5 Trends Government Leads The Pack In Mobile Application Adoption 5 R E C O M M E N D A T I O N S GOVERNMENT MOBILE TECHNOLOGY ADOPTION IS BROAD BUT NOT DEEP To bring the real value of mobile technologies to government operations, government managers need to address the issues limiting adoption, including the lack of a broad wireless strategy and the failure to address security issues, so that they can focus on areas that have high latent value, such as logistics. Before government goes deep with mobile IT, it must: Define its mobile strategy. For most government agencies that don t have one, the essential first step in developing an enterprise mobile strategy starts with raising the technology s visibility in the organization. Mobility has implications that are cross-functional and strategic, and no one department whether it s security, the CIO s office, or contracting and procurement has the skills and knowledge to make decisions for an agencywide mobile strategy. Success requires that the inputs and priorities of programs and business representatives drive mobile projects, rather than the CIO-says-so approach, which is all too common with government technology projects. Address the security issues early. Vendors need to help government buyers address the security issues by assisting them in the establishment of effective security programs. They must also help government managers educate all users that BlackBerry devices, laptops, and smartphones are effectively small computers, not harmless personal devices, and users should not casually attach them to a government system or leave them around any more than individually owned computers. The recent loss of veterans personal information due to the theft of a laptop computer serves as a case in point. 3 ENDNOTES 1 For the Business Technographics March 2006 North American And European SMB Network And Telecommunications survey, Forrester surveyed 804 IT decision-makers at North American SMBs, ranging in size from 6 to 999 employees. Of these respondents, the 60% that came from companies with between 100 and 999 employees provided responses to our questions, including 74 government respondents. 2 Forrester divides respondents into seven industry groups: manufacturing; retail and wholesale trade; business services; media, entertainment, and leisure; utilities and telecom; finance and insurance; and the public sector. See the March 24, 2004, Quick Take Business Technographics Taxonomy. 3 Personal information, including addresses, phone numbers, birthdates and social security numbers, for an estimated 26.5 million American military veterans was compromised by the May 3, 2006, theft of a US Department of Veterans Affairs (VA) laptop and external hard drive from the home of a VA employee, making this one of the largest thefts of social security numbers ever. Source: Hope Yen, Veterans ID Theft May Be Largest Ever, The Washington Post, May 23, 2006, and (http://www.firstgov.gov/ veteransinfo.shtml). Forrester Research (Nasdaq: FORR) is an independent technology and market research company that provides pragmatic and forward-thinking advice about technology s impact on business and consumers. For 22 years, Forrester has been a thought leader and trusted advisor, helping global clients lead in their markets through its research, consulting, events, and peer-to-peer executive programs. For more information, visit 2006, Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, Forrester s Ultimate Consumer Panel, WholeView 2, Technographics, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Forrester clients may make one attributed copy or slide of each figure contained herein. Additional reproduction is strictly prohibited. For additional reproduction rights and usage information, go to Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. To purchase reprints of this document, please

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