Adapting to a Mobile World

Transcription

1 Adapting to a Mobile World Kimberly Hancher Chief Information Officer U.S. Equal Employment Opportunity Commission March 2014

2 STATUS OF MOBILITY IN GOVERNMENT According to Mobile Work Exchange research: 90% government employees use at least one mobile device for work purposes 64% use a smartphone for work purposes 19% use a tablet for work purposes Additionally: More than 80% of Feds say mobile devices are critical to their jobs Source: 2

3 FACING THE CHALLENGES What is slowing us down? 1. Implementing mobility management policies 2. Addressing mobile security 3. Handling the budget Source: 3

4 CHALLENGE #1 MOBILE MANAGEMENT POLICIES Research finds that just 1 in 10 Feds say their agency has a BYOD policy Yet 90% of Feds use a personal mobile device for work Success Story: Within three months of implementing a BYOD policy, EEOC decreased their monthly recurring costs by 20-30% by optimizing rate plans. EEOC managed to cut its $800,000 mobile device budget down to size nicely it s now just $448,000. The current BYOD program requires employees to pay for all voice and data usage, including those for official work purposes.** Source: 4

5 CHALLENGE #2: MOBILE SECURITY One out of four employees (25%) do not use a password on the mobile device they use for work-related tasks* Take Fundamental Mobile Security Steps 1. Regulate Training 2. Require employees to register mobile devices with the IT department 3. Apply a remote wipe function on mobile devices 4. Track phones if lost 5. Utilize multi-factor authentication or data encryption on mobile devices Source: 5

6 CHALLENGE #3: HANDLING THE BUDGET What are your key challenges as you implement mobile technology? 3 Step Process 1. Reduce the cost of issuing mobile devices 2. Enterprise wide inventory 3. Evaluate government wide contract vehicles Source: 6

7 BENEFITS OF MOBILITY Today, 76% of the Federal government is using mobile devices for workrelated tasks; they say they gain 9 Hours a Week in estimated productivity,* equating to $28B in productivity gains** Source: 7

8 GETTING STARTED Agencies must develop a vision for how: 1. Mobile tools will help the agency's workforce 2. To serve citizens and businesses who have mobile needs How will mobility tools help the workforce? Speed Data Collection Reduce Cycle Time Enrich Virtual Collaboration Increase Public Access to Agency Information Expand Customer Service Channels Source: 8

9 INCORPORATE "VISION" INTO AGENCY PLANS Agency/Department level strategic plan Program/Business plans Information technology strategic and tactical plans 9

10 AGENCY LEVEL STRATEGIC PLAN Set enterprise level performance targets Lay out the future state Deploy Mobile Tools Implement BYOD Internal Federal Apps Customer Facing Apps Source: 10

11 BUSINESS UNIT PLANS Describes New Operational Model for Workforce Field examiners with tablets and mobile apps will collect pictures Field examiner data will transmit in real-time to system of record Examiners receive prompts from system if more photos are needed Information access professionals use automated scheduling, video, text messaging Describes New Customer Services Research advice with Agency Info Services Professional can be scheduled by phone or online using a smartphone, tablet or PC Customers choose whether they prefer face-to-face, by phone, by televideo, or by videophone for hearing impaired 11

12 IT STRATEGIC PLAN Align IT plans to agency and business goals Implement a new Field Examiner Toolkit comprised of hand held tablet, internet connection, voice/data services. Using agile methods, develop a mobile app for field data collection and submission. Require regular mobile security training Information Services staff get outfitted with video teleconferencing, instant audio conferencing, and automated online scheduling software 12

13 DEVELOP A TIME FRAME Adopt a 3 year tactical planning horizon Year 1 = focus on tangible deliverables Year 2 = implement critical services Year 3 = set up desirable services 13

14 TACTICAL IT PLAN Identify infrastructure and IT competencies Identify initial mobility deliverables and services Develop budget estimates for current and out years Use rough order of magnitude cost (ROM) At the end of Year 1, identify actual deliverables, services, and costs 14

15 Infrastructure Activities Mobile Device Management (MDM) Service Wireless voice and Data service plans Mobile app development resources App Store Online, secure collaboration and file sharing Online customer portal for Intake process Online scheduling COTS software TACTICAL PLAN YEAR 1 Competency Development Agile trained programmers and Project Manager Consumer video teleconferencing - Skype, Facetime, Google Hangout Security Risk Assessment Policies for GFE, BYOD, and Rules of Behavior 15

16 TACTICAL PLAN YEARS 2 AND 3 Year Two - Critical Service Field Examiner Toolkit Download to Database and Confirmation Online Scheduling of appointments Customer Portal for Information Research Year Three Next Most Important Services Customer ability to schedule online appointments Scheduled video conference appointment 16

17 BRIDGING THE GAP Do your agency users have what they need? Policy and Rules of Behavior Devices Mobile Apps Training and Job Aids Data and Information IT support Appropriate Security Measures Feedback loop for constructive criticism 17

18 BRIDGING THE GAP Do external customers have what they need? Instructions, Self Directed Training, FAQs Mobile Apps Data and Information Helpdesk for IT support Appropriate Security Measures 18

19 SUMMARY There are tremendous benefits to establishing and incorporating a mobility plan Agencies still face challenges with policies, security, and budget There are major benefits to incorporating mobility within your agency Agencies must develop a vision and get started! Develop agency level strategic plan Map out a strategic IT plan Establish a time-frame Execute and Evaluate! 19

20 REFERENCES Mobile Work Exchange Reports The Telework/Mobile IT Almanac 2013 Digital Dilemma Report 2013 Digital Government Strategy The 2014 Mobilometer Tracker GSA Managing Mobility Pages - links to new Federal Strategic Sourcing Initiative Wireless Voice and Data contracts links to new GSA contracts for Mobile Device Management(MDM) tools and services links to all NIST guidance on security of managing mobility Federal BYOD Guidance and Toolkit 20

21 Questions? 21