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1 Australian e b u s i n e s s r e p o r t How organisations are using information and communication technologies January 2014

2 "Too much information can be overwhelming. Making it so people can act on information so they get notified of what s important without being overwhelmed see what s going on and act on it that s where the value is." Bill Gates

3 Contents Introduction 5 Summary Next steps 10 Telecommunications 15 Computers and software 16 Internet 22 Internet use 24 Websites 26 Technology adoption 27 Sources of IT advice 28 Get business advice 29 Prefer business advice 30 Future IT objectives 31 IP Telephony 33 Mobility 36 Teleworking 40 New digital customer 43 Cloud computing 50 Disaster recovery and security 59 Case studies 64 IP Telephony 65 Blink mobile 69 GBM software 72 3

4 Tweed council 76 Vision6 79 Salesforce 84 Bizeo 88 Macquarie Telecom 93 IMS 97 UnrealAR 101 Xero 105 Apache 109 Microsoft Dynamics 113 Bridge Point 116 Interactive 120 Background 123 About the survey 125 4

5 Introduction This report presents the findings from surveys of information and communication technology (ICT) use conducted during 2013 in Australia. There are 5,090 responses included in the report. Industry sectors all use ICT in different ways. Individual businesses use ICT in different ways. Results from all 45,000 DBi surveys over the last twelve years show there is considerable difference in the way individual business categories (canegrowers, lawyers, moteliers, food manufacturers, transport operators, dentists etc) use ICT in their business to improve productivity and performance. There are also big differences in the way organisations of varying sizes use ICT, and differences in how quickly organisations adopt and use ICT. What do all businesses in Australia have in common in their use of ICT? Nothing. Do all businesses use computers? No. And not all businesses are connected to the internet. But most do and most are. And of the majority of Australian businesses that use computers and are connected to the internet, there are some things that they have in common. Most businesses use mobile phones, , internet banking and search. Most use the Microsoft Office software suite and many use the Adobe Creative suite and Adobe PDF. Beyond that, there is no such thing as a complete ICT solution for a business delivered by a single ICT vendor or solution provider. Businesses are all different. Does every business need a website, social media or the cloud? No. It all depends on how its relationships with customers are established and conducted. Which creates a challenge for businesses trying to identify the best way forwards. There are a wide range of solutions in use that vary according to each business s type, age, size, existing IT capabilities, activities, processes, relationships and future plans. This report gives some insights into the differences and similarities across industry sectors. There are differences WITHIN each industry sector as well. Accountants use ICT differently to Lawyers and Advertising Agencies and Consulting Engineers and Software Developers all in the Professional, Scientific and Technical sector. Printers (manufacturers) use ICT differently to Food or Furniture manufacturers. We will publish a series of sectoral reports in 2014 looking at these differences in more depth. General advice can promote consideration. But specific advice can promote and support action. In an Australian economy that is steadily becoming a digital economy, evidence based advice on digital issues is increasingly important. What are the best of breed ICT solutions for my business category and industry sector? Which customer relationship tools (website, CRM, social media, newsletter, telephone) are most useful for my business category and industry sector? What consideration should I be giving to cloud services for my business category and industry sector, if any? How do I manage the risks? How do I leverage the opportunities? The answers for each business are different. But the provision of Information resources and workshops customised for each industry sector will help considerably to address these challenges and concerns, and increase understanding of the practical benefits. 5

6 Summary 5,090 organisations were surveyed during Responses came from all industry sectors (excluding agriculture, utilities and mining) and from all parts of Australia. Telecommunications Overall, organisations are very well connected, using a wide variety of devices to suit their own business communication choices and customer needs. 57% of respondents use Smart phones. 45% of respondents say they supply smart phones or ipads to their staff. Organisations are increasingly using IP based telephony services (28%) and this will increase as the National Broadband Network is steadily implemented replacing copper wire with fibre optic cable, supported by wireless and satellite in remote and regional Australia. PABX system 24% of respondents use a PABX system, with an increasing number moving to an IP telephony system as their existing system fails or needs upgrading. A wide variety of vendors were named in the survey with no outstanding preference. Computer operating system Most respondents use one or more versions of Windows as the computer operating system, mainly Windows 7 (54%) and Windows XP (43%). 19% of respondents use a MAC operating system, 14% ios and 8% Android. Apple use has increased for two main reasons. The Intel chip allows use across Mac and Windows operating systems, and the adoption of ipads and iphones by the market has introduced new users to the Apple platform. 53% of organisations use Windows as the server operating system. 6% use Linux. Computer device use 84% of respondents use a desktop computer, 82% a laptop and 43% use an ipad or other tablet device for work purposes. Businesses use multiple devices to suit their business practice. Teleworking 31% of respondents are teleworking, with one or more staff members working from home for some part of the week. Finance & Insurance (67%), Real Estate (63%) Professional services (55%), Information Media and Telecommunications (45%), Manufacturing (45%) and Wholesale (44%) organisations are the leaders in this area. The more hands on sectors of Construction (10%), Arts & Recreation (20%) and customer facing sectors of Health Care (24%) and Other services (22%) have the smallest percentages of organisations with staff that telework. Digital camera use Two thirds of respondents (67%) used digital still or video cameras for work purposes. Software Microsoft Outlook is still the outright leader among respondents with 71% using Outlook and an additional 15% using Outlook Express. 26% of respondents use web-based , either as their main program or to complement another program. 6

7 Accounting software 78% of respondents use accounting software. On the whole respondents are still happy with the most popular accounting software packages MYOB (47%) and Quickbooks (13%). 3% of respondents use Xero. Database software 61% of respondents use database software of some kind. Larger organisations (100+ employees) use MS Access (42%), SQL (50%) and a variety of other database programs, including MySQL and Oracle. Customer Relationship Management software Overall, 16% of respondents say they use CRM software. Software is available as shrink wrapped CRM, cloud CRM services such as Salesforce.com and open source CRM products, and a wide variety of marketing software tools. Even social media collaboration tools such as Facebook and Linkedin should now be included as part of a strategy for managing the relationship with customers, which includes CRM software, website, marketing and social media. Data storage and backup Most respondents (62%) use an external hard drive for back up. For small organisations and sole operators the simplest back up device is a memory stick (44%). These are cheap and easy to use, especially for home offices. A growing percentage of organisations (13%) are using cloud storage to supplement other backup methods or act as a temporary storage option. 24% of respondents have Network Attached Storage (NAS) and 10% of respondents have a Storage Attached Network (SAN). Magnetic tape storage on cassette (9%) is reliable, affordable and portable, and can be easily stored off site. Internet connection and security 98% of respondents are connected to the internet at work. 97% of respondents are connected by broadband, mainly DSL (63%). 16% are connected by wireless, 5% by coaxial cable and 6% by fibre optic cable. With the NBN rollout over the next ten years, in whichever form it finally takes, it is expected that nearly all Australian businesses and households will be connected by fibre optic cable, satellite or wireless. Only 30% of respondents overall are happy with their internet connection speed at the moment, but this percentage should rise as the NBN slowly becomes available. 99% of connected organisations use one or often a combination of security measures to protect against attacks of all kinds. 79% use anti virus software. 64% use a spam filter, 43% a hardware firewall, 36% a software firewall. 29% use a content filter, 22% an intrusion detection system and 1% use no measures at all. Internet use is the number one use of the internet (97%) and this has not changed for many years. Second to is banking (81%) and research (77%), followed by buying (63%) and ordering products and services (63%), then recruiting staff (34%) and the integration of voice and data services VoIP (23%). Organisations are now using the internet to improve relationships with customers through a wide range of communication, conferencing and collaboration tools. 7

8 48% of respondents use Facebook, 30% use a regular newsletter, 33% use Linkedin, 27% videoconference mainly using Skype, 22% use Twitter for news and events, 20% publish videos on YouTube, 19% publish blogs, 16% use online chat and 7% Podcast. Technology adoption Respondents were asked to rate their technology adoption from a choice of leading edge, fast follower, average, lags behind and in trouble. 9% rated themselves as leading edge, 23% fast followers, 46% average and 20% lagging behind. 3% rated themselves in trouble. Websites Most respondents (82%) have a website and increasingly web-tools are being used for a variety of business reasons beyond publishing an online brochure of capability. Organisations are now understanding that their website should and can be included in a broader customer relationship strategy that involves CRM, marketing, and both traditional and social media. 41% can gather data and update their dynamic website, 34% use their website for sales transactions online, 26% have an internal website (intranet) to share information and 10% have extended that capability to selected customers or suppliers (extranet). Trusted IT advice Trusted advice on information and communication technology (ICT) comes from three main sources: a) Friends (10%), family (9%) and colleagues (7%), b) IT retail suppliers (4%), IT services (16%) and consultants (17%) c) For larger organisations with IT staff, advice comes from internal staff, systems integrators (16%), the internet (13%) and IT staff networks. Get advice and information Most organisations (73%) get advice on new technology and best practice from other businesses, newspaper articles (68%) or from workshops and seminars (67%). The source of information is important preferably from a trusted source (industry association or other industry colleague). The practicality of information is also important - workshop or seminar rated highly. Government websites, whether State Government or Federal are invariably and consistently rated lowest of all options and the department of Broadband, Communication and the Digital Economy website has been rated lowest in all surveys over the past six years. Prefer advice and information Most organisations (71%) would prefer the opportunity to experience new technology hands on, get information via a regular newsletter and/or through specialist workshops and seminars (69%). These options have been consistently rated highest in all surveys over the past six years. Future IT objectives Most respondents (74%) want to protect and recover their most critical data, rating this objective 8.0 out of ten. 74% want to be able to detect threats to the IT system (7.6 out of 10). Security and disaster recovery are important to businesses when IT is the business platform. Getting more from the existing IT system is important to 74%. Being able to better analyse data to manage and inform the business leadership is also important rating 7.3 out of ten. Customer Relationship Management (CRM) is slowly growing in importance for respondents with every survey, along with mobility. Interest in the cloud is now not far behind and is moving onto the radar for 58% of respondents, but still rated lowest in importance across all objectives, along with voice and data integration. 8

9 Next steps Most businesses and non-profit organisations are now ready, willing and able to participate in the digital economy to a greater or lesser extent. This needs stating because it is only just a short time ago that the majority of organisations in Australia were still using dial up connections or ISDN, there were no smart phones or tablets, web sites were very expensive, social media was embryonic and clouds were in the sky. Now most organisations are well connected, using a wide variety of devices to suit their needs. There is a comfort level with technology in organisations at least with the basics mobile phones, word processing, accounting, spreadsheets, , online banking, buying and ordering goods and services online and websites. This critical mass of organisations willing to communicate, share, collaborate and transact online provides the new connected marketplace, and communication and collaboration platform for the digital economy. Quite simply, organisations have to be ready, willing and able to participate. And now most of them are. Overall, organisations are ready to engage, and the main task now is to optimise that engagement and ensure that nobody is left behind that doesn t want to be. Organisations also need a clearer understanding of the wide variety of opportunities, options and digital tools available, to help them become more informed, agile, productive and successful. You can t start a game until all the players are in position on the field and in many ways it seems that we are only now ready for the new game, and willing and able to engage effectively with the digital economy. Opportunities From the survey results, there are obvious places to focus in helping organisations move forwards IP Telephony, Mobility, Telework, Software options and choice (including cloud), Customer Relationship Management through , websites, social media, CRM software and other tools, and backup, storage and disaster recovery. Organisations want to know more and need to know more to be successful and at the local level they need to be able to find the right IT services, training and support to help. Also, on the plus side about a third of respondents are teleworking and this has implications in other ways for developers of commercial property, for commercial property leasing, transport operators and town planners looking at peak hour travel densities, business location and decentralisation, carbon emissions and pollution reduction and so on. The value of technology in informing and improving health, economic, social and educational outcomes is dependent on the willingness, ability and readiness of individuals to use technology. For example, only 5% of Australians have an electronic health record, so there is still a long way to go. But this is a digital journey and businesses and non-profits are well placed to capitalise on the benefits and opportunities available today as well as those promised in the near future. Ultimately, the digital economy is not about the technology it is about people. And online connection, communication and shared value options have to be reflected in the offline, real world collaboration among all participants SMEs, not-for-profits, industry associations, councils, RDAs, vendors and state government if success is to be the outcome. 9

10 Main issues The issues of concern highlighted by respondents in the surveys are mainly in the areas of software expense, internet connection speed and the perceived slow roll out of the NBN, comfort with technology, trust, identification of IT services and access to training and advice, lack of support, problems with specific software applications, and integration businesses wanting their software applications to talk to each other. If we look at these more closely, most of them overlap to some extent. And some we can do little about. Software expense The cost of the most popular software products (MS Office, Adobe Creative Suite etc) used by Australian businesses is largely controlled elsewhere in the world. Government has initiated a number of enquiries into why software in Australia is more expensive than elsewhere, with little positive outcome to date. Not happy with how much a licence for Autodesk Revit is. There has been a Commonwealth investigation into price gouging by international companies such as Microsoft, Adobe & Autodesk. However this has made no difference to their pricing. Professional services. Internet connection speed Most respondents have a broadband connection to the internet, but 70% of respondents are unhappy with their current broadband connection speed. Speed of connection impacts other things. Not happy with internet speed and connectivity. All my software is in the cloud. If the internet goes down, my business goes down. Professional services. It can take hours to download even a days worth of s. Retail Tried off-site cloud storage via the web but it is way too slow. Professional services As the quotes illustrate, universal roll-out of NBN (fast broadband) is essential for the delivery of reliable cloud services and other managed IT services delivered across the internet for a business, region, state and beyond. Businesses and other organisations across Australia need faster, affordable and more reliable connection to move forwards comfortably. Whether it is for access to a cloud based software application such as Xero or for the more popular web based or for storage applications such as Dropbox, sooner or later speed of connection becomes an issue. Fast, affordable and ubiquitous broadband access is the platform on which the digital economy will be built, and without it Australia will not be able to compete effectively in any industry sector. Comfort With any new ICT product or service there is a standard pattern of adoption as firstly individuals hear about, take up and use the new product or service. Next they become familiar and comfortable with the product or service and finally the number of comfortable adopters grows large enough to create a sustainable market or platform from which other new opportunities arise. 10

11 For example, one fax machine was only useful for copying. Multiple fax machines in multiple business locations enabled the easy sharing of text and image based documents. The degree of comfort with change (most don t enjoy it) affects the adoption and use of technologies. Only 8% of organisations in the surveys are early adopters or leading edge users of ICT. Technology adoption takes time. Even though most organisations now rely on the basic tools of the digital revolution information and communication technologies (ICT), it has taken a long time (20 years) for the majority of businesses and non-profit organisations to become familiar and then finally comfortable with ICT use. Once somebody gets over the strangeness of adopting a new tool and begins to use it regularly, familiarity breeds innovation, not contempt. What if? is the question that CEOs then begin to ask, once they are comfortable and trusting of the way things are running. Trust But trust is a fickle thing. Adoption of a range of internet services has slowed significantly because of media revelations by Edward Snowden about the NSA hoovering up online communications s, telephone calls and social media and website use. People who were once unconcerned, or knew nothing of the Patriot Act are now aware and interested to know more. This is impacting all the major American ICT multinationals, who are finding it harder to make sales, not just in Australia, but across the world. It is a problem of their own making and isn t going to be solved any time soon. But it raises some questions. Does it matter if the NSA or others can access all my business communications and information? Is privacy important to me? Where is my data anyway? How do I get it if something goes wrong? Who do I call? Will they listen? What can I do about it? Each organisation should to be able to answer these questions, and should probably discuss them with a trusted advisor, local Australian systems integrator, IT service or lawyer. This represents a window of opportunity for local Australian ICT vendors, providing them with a powerful argument for local data storage, local hosting, local IT services and local software. It will be interesting to see how this issue plays out in Training and education A third of respondents are very comfortable with technology. And 46% are comfortable. But 23% defined themselves as lagging behind or in trouble. And 10% of respondents to the surveys expanded on their concerns about ICT, giving examples. Not happy when software keeps changing and upgrades are rarely as good as the original and take time to learn and constantly cause problems. Agricultural business I need more education on how to maximise performance. Professional services I find it all a bit too overwhelming to forge ahead with confidence. Education & Training 11

12 Technology is not core business for most organisations and many current business owners, senior decision makers and CEOs didn t learn about IT at school. This will change over time of course as generations X, Y and Z move into higher management, but the issues of comfort and confidence can and should be addressed through workshops and by providing access to relevant training. The key to success here is relevance and this can be addressed through matching workshop and training content to real needs, illustrated by the survey results. Most organisations get advice on new technology from other businesses, newspaper articles and workshops and seminars. Workshops are the preferred method of gaining hands on experience of new technology and innovation. The opportunity also exists to tailor advice and workshop content to match local economic development objectives and strategies. Software support, applications and integration We can t do anything to stop the large software vendors updating their products regularly, often for marketing and sales reasons, and not always for functional improvement, but we can help businesses gain a clear picture of the options, and provide them with a roadmap for the journey ahead. Not every business has IT staff or can afford to pay for consultants and systems integrators. So providing access to research and evidence based options supported by workshops and seminars will level the playing field. Organisations also need to be able to identify and find reliable, proven local IT services and support if required. I am currently trying to set up a network with RAID and backup - finding it difficult to find someone to do this for me. Professional services Struggling to get all my software to integrate and have flow of data. Manufacturing Australian systems integrators, software developers, voice services, web services and IT services are the unsung heroes of the digital revolution. But most articles in the IT press and general media are dominated by the multinational IT vendors promoting their products and services, yet none of these can offer the local help, support, integrated and tailored services that Australian organisations need to become more productive, effective and competitive. This support comes only from the Australian IT industry and more needs to be done to promote, support and showcase its capabilities. 12

13 Other issues Beyond the main issues identified in the surveys are some broader issues, which need to be addressed if we are to successfully build capability in our industries, cities and regions. Barriers and inhibiters in businesses Australians as individuals are early adopters of computers, mobile phones, smart phones and tablet devices. But Australian businesses and non-profit organisations are somewhat behind other OECD countries in applying these and other technologies productively and effectively in their dayto-day operations. So our individuals are leaders, but our organisations are followers. The reason for this is the direct and indirect impact and influence of key decision makers, CEOs and management teams on what happens within organisations. Vision, commitment and leadership starts and ends at the top. CEOs and other stakeholders have to personally understand the value of the digital economy to invest and lead transformation and digital change. And most still don t. CEOs and management teams have to understand the changing digital business environment and tectonic shifts in industry sectors caused by the digital revolution. And most still don t. Many industry sectors are being disrupted by the digital revolution publishing, film and video, music, real estate, travel, printing, advertising, TV, associations, employment, retail, insurance, finance, law, property development, accountants, GPs, education, training, politicians and more. And the digital revolution can be personally intimidating to older CEOs, Chairs and Boards who may be uncomfortable with technology themselves. So they don t lead the way, they hesitate. They didn t learn this stuff at school. While demonstrably successful in the old world, the new world has left them behind, high and dry. This is humiliating and affects their ability to lead. Sound business decisions have to be based on real knowledge and understanding and can t be handed off to consultants or the CIO. So, CEOs postpone bringing the digital disruption issue onto the agenda. This is a major problem not only for individual organisations, but for whole industries and regions. Many countries are moving more swiftly and with more vision than Australia to address some of the big picture issues education, training, communication and connection (South Africa, India, China, Brazil, Canada and the EU). Leadership is critical when it comes to effective change management and if our leaders still don t get it (and they don t), then any and all digital change will only come from the grass roots early adopter individuals and the IT industry itself. Barriers and inhibiters in industry associations There are also barriers to adoption created inadvertently by industry associations and peak bodies. Rather than encourage and inspire their members and constituents to adopt and use ICT, some industry associations see technology as not relevant to their industry, most don t fully understand the potential value, and many see ICT as a threat (which it can be), rather than an opportunity. And associations always have more important things to do, responding to the day-to-day crises that crop up in every industry sector. Digital technology is not core business. Meanwhile, the digital world continues to change their industry and the world around them. 13

14 Grasping the wide reaching, game changing and subversive aspects of the digital economy is a major issue for associations and peak bodies, and there is a national need for industry and regional forums to outline the digital opportunities clearly, but more importantly to define and explain the underlying drivers of digital change and the associated threats to specific industries. There are huge opportunities for industry in adoption and use of technology, but there has to be synchronisation of understanding across all parts of industry - individual businesses, unions, associations, peak bodies and the IT industry that services them. At the moment these organisations are out of sync. They need to align. Barriers and inhibiters in local government The historical, parochial and local view of economic and social responsibilities endemic in councils is at odds with the new 21 st century interconnected, regional and international digital capabilities and possibilities, offered by broadband, the internet and related technologies. Local political views, constituency borders, election driven short termism and the question of who pays, who leads and is responsible for what? are barriers to new digital opportunity. These are not subjects that most economic development policy officers learned about at university or have real world practical experience of in their day jobs. Outside of systems integrators, most people have little real perception and knowledge of how fundamentally the digital revolution is changing the world. So it is not their fault, but they have to deal with it. And learn more about it. Collaboration is the only real option and that brings its own issues and problems. This needs leadership, which ideally should come from the local government associations at the state and national level, but they are struggling with these issues themselves. Once again, digital technology is not core business. Its impact has grown relatively quickly. What degree of responsibility should a peak body accept? What services should it offer? And so on. The existing Regional Development Australia structure of 55 regional RDAs is probably most useful in this regard, because it takes a broader regional view, which is more aligned to the new digitally interconnected, economic reality than the historical council framework. RDAs can and often do connect the dots in a collaborative and holistic manner, and hopefully the current federal government will recognise the value of this existing framework and build on what is already established to support our industries, regions and their connections to the cities and markets, within and outside of Australia. They are all interconnected and interdependent offers huge opportunities to governments, associations, peak bodies, the ICT industry, businesses, organisations and individuals across Australia. Understanding the impacts of the digital revolution and responding appropriately is critical to the future control of destiny and continued success of our nation. And understanding the opportunities clearly is the key to improving productivity, transforming industries, supporting startups, creating jobs and sustaining economic development in the future. 14

15 Telecommunication services Overall, organisations are very well connected, using a wide variety of devices to suit their own business communication choices and customer needs. Organisations are increasingly using IP based telephony services and this will increase as the National Broadband Network is steadily implemented replacing copper wire with fibre optic cable, supported by wireless and satellite in remote and regional Australia. 45% of respondents say they supply smart phones or ipads to their staff. This raises the issue of the best way to manage mobile device use within an organisation, especially where data is being shared across a wide range of different devices. Telecommunications use - location Region Internet Phone Mobile Fax Smart phone VoIP Unified Comms Victoria 91% 86% 81% 57% 66% 26% 6% 1739 Queensland 92% 89% 85% 67% 38% 16% 3% 934 New South Wales 94% 93% 77% 73% 48% 20% 3% 891 ACT 95% 81% 84% 45% 83% 36% 9% 540 Western Australia 94% 89% 80% 69% 58% 24% 4% 529 South Australia 92% 90% 80% 64% 44% 22% 3% 326 Tasmania 91% 94% 84% 70% 49% 22% 0% 87 Northern Territory 95% 97% 86% 73% 51% 11% 0% 37 Total Average 93% 88% 81% 62% 57% 23% 5% 5,090 * red = above average, blue = below average, black = average PABX system 24% of respondents use a PABX system, with an increasing number moving to an IP telephony system as their existing system fails or needs upgrading. A wide variety of vendors were named in the survey with no outstanding preference. 15

16 Computers and software Computers and software applications offer organisations an information platform for business. Technology provides the information storage, analysis and networking resource necessary for management, reporting, transaction, strategy and collaboration. Business software packages such as Microsoft Office, Adobe Creative Suite, Adobe PDF and so on offer a suite of tools that address the basic business operational needs of most small organisations word processing, financial management, idea presentation, database and communication. Operating system Most respondents use one or more versions of Windows as the computer operating system, mainly Windows 7 (54%) and Windows XP (43%). 19% of respondents use a MAC operating system, 14% ios and 8% Android. Apple use has increased for two main reasons. The Intel chip allows use across Mac and Windows operating systems, and the adoption of ipads and iphones by the market has introduced new users to the Apple platform. 53% of organisations use Windows as the server operating system. 6% use Linux. Computer device use 84% of respondents use a desktop computer, 82% a laptop and 43% use an ipad or other tablet device for work purposes. Businesses use multiple devices to suit their business practice. Device used - size Employees PC Laptop Tablet Total ipad etc % 78% 34% 1, % 82% 43% % 82% 42% % 84% 43% % 85% 47% % 93% 63% % 91% 67% % 93% 76% 83 Average 84% 82% 43% 5,090 * red = above average, blue = below average, black = average Teleworking 31% of respondents say they telework, with one or more staff members working from home for some part of the week. Finance & Insurance (67%), Real Estate (63%) Professional services (55%), Information Media and Telecommunications (45%), Manufacturing (45%) and Wholesale (44%) organisations are the leaders in this area. The more hands on sectors of Construction (10%), Arts & Recreation (20%) and customer facing sectors of Health Care (24%) and Other services (22%) have the smallest percentages of organisations with staff that telework. 16

17 Teleworking - location Region Teleworking Total Victoria 39% 1739 Queensland 19% 934 New South Wales 20% 891 ACT 53% 540 Western Australia 32% 529 South Australia 13% 326 Tasmania 14% 87 Northern Territory 19% 37 Average 31% 5,090 Digital camera use The majority of respondents (67%) used digital still or video cameras for work purposes. Cameras were used for recording events, training, property damage, assets and maintenance, record keeping, work progress and proof of job completion, health & safety issues, security, staff ID, website, professional development and advertising and promotion. Cameras were used externally for recording client activities, assessment, product evaluation, proof, business intelligence, insurance, therapy progress, YouTube channel, Facebook, Blogs and other social media, field days, concerts, performance, coaching, short films, recording spontaneous ideas, presentations and seminars. Digital camera use location Region Still or video digital camera Total Victoria 64% 1739 Queensland 73% 934 New South Wales 70% 891 ACT 63% 540 Western Australia 68% 529 South Australia 65% 326 Tasmania 72% 87 Northern Territory 70% 37 Average 67% 5,090 17

18 Software Microsoft Outlook is still the outright leader among respondents with 71% using Outlook and an additional 15% using Outlook Express. 26% of respondents use web-based , either as their main program or to complement another program. The rise in the use of web-based is significant and services like Hotmail, Gmail, and Yahoo Mail etc have added flexibility to communication whilst on the move, that wasn t easily available before. But anything free comes at a price. The price in this case, is support should anything go wrong. Who are you going to call? What leverage do you have if there are problems with your free service? There have been a number of well-publicised cases of disappearing web-based accounts (hundreds of thousands) and accounts that have been highjacked. Most widely used web-based services are based in the USA and subject to the Patriot Act. The NSA and the UK based GCHQ both gather communication as a matter of course. This may not be an issue for the average business in most industry sectors, but could have implications for the board of a public company or non-profit organisation, which will have responsibilities from a privacy and governance perspective. Web-based s are not private. So don t rely 100% on free services for the communication needs of your organisation. Webbased is a very valuable supplementary service, but be aware of the potential problems and issues. Research them and use these services with due diligence and consideration. software - location Region MS Outlook Web based Outlook Express Lotus Notes Other Total Victoria 72% 25% 12% 2% 12% 1739 Queensland 68% 25% 20% 1% 12% 934 New South Wales 73% 26% 15% 1% 12% 891 ACT 66% 36% 9% 2% 23% 540 Western Australia 78% 22% 17% 1% 11% 529 South Australia 73% 25% 17% 0% 12% 326 Tasmania 76% 21% 13% 1% 9% 87 Northern Territory 62% 30% 32% 3% 19% 37 Average 71% 26% 15% 1% 13% 5,090 18

19 Accounting Software 78% of respondents use accounting software. On the whole respondents are still happy with the most popular accounting software packages MYOB (47%) and Quickbooks (13%). 3% of respondents use Xero. Accounting software - organisations Sector MYOB Quick Other Total books Health Care & Social 53% 12% 22% 1,249 Other Services 52% 15% 14% 1,007 Professional & Technical 38% 14% 22% 569 Education & Training 47% 11% 18% 442 Construction 44% 14% 22% 365 Arts & Recreation 49% 11% 12% 245 Manufacturing 42% 12% 35% 227 Information Media 44% 9% 13% 197 Retail 40% 12% 18% 186 Admin & Support 46% 18% 24% 160 Public Admin & Safety 25% 8% 41% 128 Accommodation & Food 50% 7% 22% 74 Transport & Warehouse 39% 19% 28% 64 Wholesale 42% 14% 30% 57 Rental & Real Estate 37% 11% 22% 46 Finance & Insurance 33% 17% 26% 42 Agriculture 46% 25% 13% 24 Electricity, Gas & Water 29% 0% 71% 7 Mining 0% 0% 50% 2 Average 47% 13% 20% 5,091 19

20 Database Software 61% of respondents use database software of some kind. Larger organisations (100+ employees) use MS Access (42%), SQL (50%) and a variety of other database programs, including MySQL and Oracle. Customer relationship management software Customer relationship management (CRM) has moved from the use of spreadsheets or databases and an application to now incorporate a wide range of applications specifically designed to manage customer relationships. Overall, 16% of respondents say they use CRM software. Software is available as shrink wrapped CRM, cloud CRM services such as Salesforce.com and open source CRM products, and a wide variety of marketing software tools. Even social media collaboration tools such as Facebook and Linkedin should now be included as part of a strategy for managing the relationship with customers, which includes CRM software, website, marketing and social media. Data storage and back up Data storage, back up and retrieval can become increasingly difficult to manage as data accumulates over time. The issue can impact organisations of any size. Disaster management is increasingly important for businesses and organisations. Issues can be wide ranging and diverse including severe weather events such as floods and cyclones, civil and social disruptions, employee sabotage and even terrorist attacks. Simple manual errors and mistakes can crash a system and even a short-term, local electricity blackout can affect the ability of an organisation to operate effectively. So all organisations have to consider disaster recovery plans. Nearly all survey respondents (97%) take backup and storage seriously these days. 20

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