From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry

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2 Content Preface From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry 02. Mobile Money Transfers: Opportunities and Challenges 13 in an Evolving Market 03. Mobile Payments: A New Frontier for Payment/ 21 Money Service Providers Mobile Banking 04. Deploying Mobile Solutions- Choosing the Right Partner! The Future of Retail Banking: Mobile as a Core Delivery Channel Achieving Financial Inclusion by Leveraging Mobile Technology 43 Mobile Enterprise 07. Mobilizing the Enterprise - Strategies and Technologies to 51 Drive Organizational Readiness 08. The Role of Mobility in the Regulatory Ecosystem Ensuring Security in Enterprise Mobility Mobility - Driving Efficiencies and Growth in the Insurance Industry Workforce Mobility An Enterprise Perspective The Need for a Truly Mobile CRM (tmcrm) Solution 85

3 Financial Services in the Mobile Age 07 Jaideep Vijayakar Lead Consultant Infosys Technologies Limited Mobilizing the Enterprise - Strategies and Technologies to Drive Organizational Readiness Srinivasan Venkatachalam Lead Consultant Infosys Technologies Limited The term enterprise mobility has been bandied about quite often over the last couple of years. But what does it really mean? What truly constitutes a mobile enterprise, and how can your organization get there? This article takes a deep dive into enterprise mobility providing a snapshot of what a mobilized enterprise looks like and presenting a roadmap to lead the proactive organization to the mobile promised land. Introduction According to an IDC survey, 72.2% of the 1 US workforce is mobile. Making them more productive is a business imperative. Enterprise mobility is an important enabler for this objective. Most enterprises have already taken the first steps toward employee mobility, witnessing quantitative improvement in employee productivity and business coverage. The basic productivity improvement tools are access to , calendar and contact information over mobile devices. Deploying role-specific enterprise applications over the mobile network will, however, turn out to be the game changing differentiator in many industry verticals. Mobilizing existing enterprise applications or developing mobility-enabled applications will enable organizations to: Increase the productivity of the workforce Provide information on-the-move to business participants Allow faster and more efficient decision making Reduce unproductive travel time Improve logistics management Enterprise Mobility, put simplistically, transforms work from some place you go, to something you do. It is about providing employees with a technology platform, which will enable them to work whenever and wherever they want to, in a secure, compliant and risk-managed way. This article takes a look at the various underlying technologies that can be utilized for providing mobility to the enterprise, laying out a structured approach to reach the goal of providing pervasive enterprise mobility for employees.

4 Stages of Enterprise Mobility Stage 1 Key employees (middle and senior managers) are provided with laptops. This provides very basic mobility within the office and enables more efficient usage of meeting rooms, conference rooms, and other public spaces, by enabling multiple persons to connect to the network and work together as a group. It enhances collaboration. Stage 2 Secured Virtual Private Network (VPN) access is set up enabling employees to connect to the office network over the Internet. Secured VPN access takes care of the security issue of allowing external access to internal systems. This enables office employees to work from home, and field employees on the road. It improves employee productivity and can cut costs (travel, facilities, etc.) by encouraging telecommuting. Stages 1 and 2 may occur in any sequence. Stage 3 Wireless Local Area Networks (WLANs) are setup on the office premises or campus. This enables true mobile access within the organization's physical structure. It eliminates the need to carry network cables or setup multiple network ports in each meeting room, thus opening up many more areas for performing productive activities. Even noncarpeted areas (e.g., warehouses, etc.) can be covered, further boosting productivity. Stage 4 The next thrust toward enterprise mobility comes from utilizing smartphones and other non-laptop wireless devices. Some of the latest smartphones are mini-computers in themselves, and can do many of the tasks that a laptop is capable of. Wireless carrier networks provide the technology backbone to carry data back and forth between consumer devices and the enterprise network. Initially, , calendar and contact information is provided over smartphones like the Blackberry or PDAs. Stage 5 The final step is to deploy applications over smartphones. This enables employees to access enterprise systems and other business tools from both outside the office and within. Employees can go from just accessing information remotely to actually performing business transactions from any location. This provides the real boost to employee productivity (see Figure 1). Most organizations have already passed through the first three stages of enterprise mobility. Technology spend in the wireless LAN area is now about US $1 billion globally, with CISCO being the clear market leader, followed by Aruba networks and HP which primarily caters to the wireless warehouse market. The developed markets of North America and Europe, and larger organizations in developing markets have moved towards Stage 4, and are taking initial steps or implementing pilot projects in Stage 5. The Mobile Ecosystem The implementation of a mobility strategy involves identifying the constituents of the complete mobile ecosystem (see Figure 2). 1. Users requiring mobility 2. Technologies (networks) to be deployed 3. Devices to be supported 4. Security requirements 5. Applications to mobilize 6. External Parties impacted 7. Implementation partners 8. Support structure 52

5 Stages of Mobility and Impact on Efficiency and Productivty Figure 1 Laptop: Limited mobility VPN, WLAN: Higher mobility & productivity; work from home Smart Phone, Deployment: Calendar . Improvement in efficiency Application Deployment: Enterprise gains competitive advantage Efficiency & Productivity Work from Home/ Teleworkers Office-based Employees, Contractors, Partners Increasing Mobility Field Workers Middle / Senior Stage 1-3 Stage 4 Stage 5 Stages of Mobility Users requiring mobility Field employees, and others who would gain the most from a productivity and work-life balance point of view, need to be addressed first. This could include traditionally desk- Enterprise Mobility Ecosystem Figure 2 External Layer Support Layer 53

6 bound employees who shuttle between meeting rooms or those who travel long distances between home and office and who could more effectively utilize this unproductive time if given the ability to connect to the office network. Technologies (networks) to be deployed Wireless LANs can be setup using a/b/g standards for access within the office. With the final IEEE ratification of the 'n' standard in October 2009, enterprises can look at incorporating this in their WLAN roadmap. The 'n' standard provides high speed connectivity, longer range, and improved reliability and coverage (fewer dead spots) over a/b/g. It also has a lower cost of ownership in deployment and maintenance. EDGE, HSDPA or EVDO 3G services through mobile carrier networks can be used for providing , calendaring and other commodity information. Devices to be supported Standardization of smartphone range enables centralization of control and easier security management of mobile assets. However, there is also the need to balance enterprise security with user efficiency and preferences. Employees often prefer to use personal mobile devices for their official work. This means that along with the RIM Blackberry, the CIO now needs to allow employees using the iphone to receive corporate . Security requirements Data security as well as network security needs to be considered. Mobile devices are among the most difficult to secure. Adding to the problem is that not all mobile devices can be equally secured. When applications are accessed over mobile devices, there is a need to ensure that the data does not get saved onto the mobile device. This can be achieved through SSL or Ipsec VPN. If the data needs to be saved, then device storage encryption can be adopted. Applications to mobilize , calendaring, and contact information are Mobility Applications by Industry Vertical Figure 3 Key Industry Vertical Retail Banking Money Transfer FMCG Internal Mobility (Employee Facing) In Store Operations Mobile POS Stock Rooms and Inventory Sales Force Automation Loan Underwriting Sales Force Automation Agent Commission Plan Setups Field Service Automation Resource and Inventory External Mobility (Customer/Supplier Facing) Mobile Commerce Mobile Marketing SMS-based Banking Solution Mobile Banking Mobile Money Transfer Mobile Wallets and Bill Payments Mobile Commerce Mobile Marketing 54

7 rolled out initially. A roadmap needs to be developed for the roll out of role-specific applications in the future. This includes mobilizing existing enterprise applications, as well as developing new mobile applications for integration. Applications that impact profit and loss (P&L) functions (lines-of-business) or the ones used by key business groups need to be given higher priority, as they are shown to provide higher return on investment (see Figure 3). External parties impacted This would include suppliers (who receive information over mobile devices or through the internet) and customers (who are serviced through mobile channels or field workers). Service providers (who provide wireless carrier services and secure authentication services) also need to be carefully considered and incorporated. Implementation partners Organizations need to integrate mobility into their enterprise architecture and applications. A system integrator, with in-depth experience in developing and implementing mobility strategies, would be able to provide the industry vertical best practices, along with the latest cutting-edge mobile technologies that can be used. They can also help draft and implement a mobility strategy. This is especially useful if the company does not have the experience or resources to dedicate to implementation. Support structure The implementation of an enterprise mobility strategy needs to involve (in addition to the CIOs office) the human resources function, business representatives, legal, telecommunications and the organizational change management function. It cannot be a minor IT initiative that does not have an enterprise-wide focus. There needs to be a comprehensive wireless and mobile strategy, along with a set of operational policies. The strategy needs to address the varied needs of the different types of worker groups, and at Enterprise Mobility Components Figure 4 Field Workers Wireless Carriers Enterprise Applications PDAs ERP Middle/ Senior Work from Home/ Teleworkers Smart Phone Laptop Tablet PC GPRS, EVDO, HSDPA, WiMAX Internet Service Providers DIAL UP, DSL, CABLE, ISDN, WIMAX INTERNET FIREWALL SFA CRM SCM INTRANET, , PIM Wi-Fi, WLAN Desktops Secure VPN Tunnel Office-based Employees, Contractors, Partners 55

8 the same time, be consistent and manageable flexible, but within boundaries. A mobility-enabled organization would have the following enterprise mobility components: 1. Secured VPN for accessing the network from outside the office. 2. Wireless network (WiFi) within the office. WiFi-enabled laptops provided to key employees, so they are able to access the Internet/ Intranet from anywhere within the office building. 3. Smartphones/ PDAs provided to: a. Sales force/ geographically dispersed employees, who need not come into the office to access the office network. b. Senior managers, so that s can be checked and responded to during meetings. This eliminates the need to lug around heavy laptops and/ or burdening WiFi networks. 4. Role-specific mobile applications, rolled out to smartphones, which provide a significant productivity boost and competitive advantage to the organization. Future Outlook and Challenges Network Technology At current technology levels, existing WiFi networks ( a/b/g) and cellular carrier service cannot provide the same data transfer speeds as a conventional wired office intranet. They can efficiently transmit low volume data - like and calendar information - but are not very efficient at transmitting high volume data - like intense applications and video. Wireless LANs need to be upgraded to the 'n' standards, which is capable of delivering throughput speeds up to 450 mbps. According to the Dell'Oro 2009 Wireless Lan Report, only 18% of existing WLANs are on the 'n' standard,.due to the delay in getting this ratified by IEEE. Cellular carrier services need to provide 4G services that can provide two to four times the performance of 3G networks today, and can scale up to ten times the performance in the future. Devices Tablet PCs could fill in the gap that currently exists between smartphones/ PDAs and WiFi enabled Laptops/ Netbooks. Apple's latest entrant into this space - the ipad - has the potential to provide a boost to mobile application development (similar to what happened after the ipod was launched). However, there is still the issue of the mobile form factor. The user interface (display screen, keyboards, touch screen/ stylus, trackballs, etc.) are not made for prolonged or continuous use. This cannot be easily solved, and needs to be taken into account while determining the type of applications and activities that are being mobilized. Typically, activities need to be streamlined so that they require very little keyboard action, and can be accomplished in as few clicks as possible. Applications Role-specific and network aware applications - like CRM, SFA, Workflow Approvals, and Decision Making Systems - need to be deployed to improve productivity and expand coverage. However, apart from the challenges of mobile form factor, there is also the large number of mobile operating systems that are currently out there (Windows Mobile, Blackberry, MAC OS, Symbian, Java). These applications need to look and work the same, irrespective of the platform over which they are accessed. Using enterprise applications that are developed by major software vendors can mitigate this, since these applications are developed to work for a variety of major platforms and devices - like the Blackberry and iphone. For example, some of the enterprise 56

9 Mobility Applications by Business Area Figure 5 Business Area Business Intelligence Purchase Order and Expense Customer Relationship Supply Chain Human Resource Sales Force Automation Approvals Enterprise Asset Enterprise Mobility Applications A comprehensive set of pre-defined analytics that can be accessed by smart mobile devices Pre-built metrics and reports are delivered that include financial, human resources, supply chain and customer relationship management analytics A task-focused mobile solution that enables managers and executives to view pending actions related to expenses and purchase requisitions on their smart mobile devices Managing appointments, collaborating with sales team members and connecting with customer contacts over mobile devices Enter follow up details or notes at the end of a conversation, ensuring vital information is stored locally or saved to the CRM application in real-time Access to Inventory, Work in Process, Purchasing Receipts and Shipping Execution transactions using mobile devices Ability to query any quality collection plan and view Specifications on a mobile device Details regarding job vacancies and offers provided to HR managers over Smart Phones for action or information Call Planning, Call Preparation, Call Reporting, Meeting & Events, Portfolio through handheld devices to help sales representative to execute daily task Mobile business approvals for Sales Managers designed to help sales executives by providing access on their Smart Phone to important sales quotes that require pending actions Approvals of time sheets, travel request and leave applications through smart Phones for middle/ senior managers Maintenance Workbench allows a field user to pull up nearby assets using the iphone's GPS, integrating Google Maps information for navigation, and then allowing the execution of work orders on the phone applications that Oracle provides for mobile devices are detailed in Figure 5. Mobile middleware is another piece that can be used to perform the interaction between the user device and any custom-developed server-based application. Mobile middleware eliminates the need to port applications onto the mobile device, making mobile deployments easier. Change The readiness to accept technology and learning curves varies widely across any organization. This requires the involvement of the human resources and change management departments early on in the process. Mobility needs and training aspects of different work groups need to be understood and planned. 57

10 Organizational readiness workshops, user surveys, and other formal/ informal forums are effective methods to drive this. Prioritization of needs and socialization, across all impacted parties, ensures widespread adoption and maximum impact post implementation. Security While existing security solutions - like IPSec or SSL VPN - are adequate for providing security and authentication for remote access and WLAN, they are not designed to manage switching between multiple networks. They provide open network access to all access devices, which could become a security risk in the case of smartphones. A mobile SSL VPN ensures mobile devices are allowed access through user identity and security of the device. It provides security and control to access only authorized and relevant applications, with no direct network connection. Mobile carriers also need to ensure that their networks provide adequate mobile data security for the packets of mobile data being transported. Wireless networking vendors are providing newer security products, which enable mobile service providers to perform inspection of the GPRS tunneling protocol and deep mobile data packet inspection. Conclusion New generation mobile handsets (devices) have erased the demarcation between traditional thick client systems (desktops/ laptops) and mobile thin client computing devices, for accessing enterprise applications. What is needed is a well-designed package of software to optimally exploit the potential of these technologies. Organizations will gain an unfair competitive advantage, when they begin to fully harness the capability of the mobile smart devices. This can be done by deploying enterprise applications and tools that enable mobile workers to work from wherever they are, whenever they want to. To get there, organizations need to strategically define how to integrate mobility into their business processes and enterprise applications for successful business transformation. By taking a holistic view of end-user requirements, access devices, application development/ deployment and vendor management organizations can: Reduce the cost of implementing a mobile strategy Improve business processes and influence work behaviors Provide greater flexibility to business participants Ensure adequate security and compliance to internal and external requirements Ensure mobility is integrated into key enterprise processes Enable the evolution of a new mobile work culture References More Than One Billion Mobile Workers Worldwide by Year's End, According to 1 IDC; February 18, 2010; rid=prus Three Steps for creating a Mobile Strategy- AT&T Enterprise Mobility Strategies: Insight From The Trenches- An ACS: Expertise In Action White Paper Infosys Perspective on Mobile Apps.pptx The Route to True Competitive Advantage: Today's Evolution of Workforce Mobility Nokia White Paper Accelerating the Enterprise Network Using n Wireless- IT@Intel White Paper 58

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