2012 IT Decision Makers’ Views of Mobile Enterprise Device ... · Communication-enabled business process (CEBP) leverages unified communications capabilities (i.e. UC services)

2012 IT Decision Makers’ Views of Mobile

Enterprise Device & Applications Trends

A Survey on Preferences & Policies Regarding Mobile Devices, Applications, and Management Platforms

NC11-65December 2012

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Research Team

Brent IadarolaGlobal Research Director, ICT

1-210-481-0752

[email protected]

Contributing Analyst

Tonya FowlerGlobal Director, Customer Research

1-210-247-2413

[email protected]

Research Director

Lead Analyst

Luis R BalandranSenior Analyst, Customer Research

1-210-477-8411

[email protected]

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Contents

Section Slide Numbers

Research Background, Objectives, and Methods 5

Executive Summary 9

Usage Prevalence and Policies of Mobile Devices in the Workplace 11

Overall Workforce Trends 12

Organization Issued Versus Employee Owned Smartphones 14

Organization Issued Versus Employee Owned Tablets 16

Organizations Policy of Employee Owned Smartphones and Tablets 17

Implementation of Mobile Applications 21

Top Mobile Applications Currently Deployed and Future Deployment 22

Mobile Application Design that Best Serves Organizational Needs: Pre-packaged Versus Custom

24

Mobile Implementation Methods: On-premise Versus Hosted/Cloud 25

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Contents (Continued)

Section Slide Numbers

Benefits and Restraints of Mobile Application Solutions 27

Preferred Strategic Partner for Selecting, Purchasing, and Implementing Mobile Applications

28

Top Ranked Benefits of Deploying Mobile Solutions 29

Top Ranked Restraints When Deciding to Deploy Mobile Application Solutions

31

Profile 33

The Frost & Sullivan Story 40

<report code, only for GPS> 5

RESEARCH BACKGROUND, OBJECTIVES, AND METHODS

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Source: Frost & Sullivan analysis.

Research Background and Objectives

Research Background

The Mobile & Wireless Communications market is characterized by rapidly

changing technology, evolving customer demands, and the frequent

introduction of new products and services. With the deployment of Next Generation network technologies, today's businesses are in search of

applications that can take advantage of increased data speeds and bandwidth

to provide compelling services to users. In the following survey, Frost & Sullivan measures preferences and policies regarding mobile devices, applications, and

management platforms across various industry verticals throughout the United

States.

Objectives

Frost & Sullivan aims to measure mobile device use within the enterprise

realm, specifically focusing on smartphones and tablets, and determine the policies toward mobile devices on the workplace. Furthermore, we measure the

adoption rates and attitudes toward mobile application solutions.

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Methods

Methodology

Web-based survey. The data was collected in May–July 2012.

Sample

To achieve our targeted number of responses, we partnered with a trusted

web-panel based supplier. Generally, web-panel members are compensated by

the web-panel supplier to participate in surveys for which they qualify. For this research, we surveyed 880 IT decision makers within U.S. organizations of

various sizes and across specified industries: education, government, financial

services, healthcare, and retail.

Reporting notes: Due to rounding errors, percentages in charts and tables,

may not sum to 100.

Total

sampleEducation Government

Financial

servicesHealthcare Retail

N=880 n=175 n=177 n=175 n=176 n=177

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Definitions

Remote workers/telecommuters include: Employees who work from home at least one day a week.

Mobile workers include: Employees who work 25 percent or more of the time

away from their primary workplace AND field workers who are on the road all the time.

Communication-enabled business process (CEBP) leverages unified

communications capabilities (i.e. UC services) to reduce human latency by embedding them into the business process flow. For example, if someone

doesn’t approve something in a designated period of time, then the business

process would invoke a UC service such as “notify and respond” from an IP PBX, voice portal/IVR, conferencing application, etc. If the person does not

“respond” to the notification then it can be escalated to a manager in the same

manner. The result is a more efficient, more automated closed-loop process; translating into significant return on investment (ROI).


EXECUTIVE SUMMARY

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Executive Summary

Smartphones and Tablet Issuances

Currently more organizations issue smartphones than tablets, yet approximately only one third distribute smartphones. Among those issuing smartphones, more remote and mobile workers are recipients compared to traditional, in-office workers. Despite the low organizational issuance of smartphones and tablets, employees are purchasing their own and using them at work. Most organizations are allowing these personally owned smartphones and tablets, but with varying levels of support. The largest proportion of these ‘allowing’ organizations do not actively support the devices on their networks.

Implementation of Mobile Application Solutions

Despite the variety of mobile applications available (and the limited ones questioned about), enterprises have not currently implemented all that are available. Wireless email and PIM are most prevalently used, but still only at an uptake rate of 45 percent. However, within the next couple of years, adoption of other mobile application solutions (e.g. company asset tracking) is expected to double the current rates.

Overall, out of the box solutions are preferred to custom solutions, particularly within the retail sector. Furthermore, on-premise implementation is currently most prevalent, yet, hosted/cloud implementation is gaining popularity and is expected to increase significantly within the next two years.

Benefits and Restraints of Mobile Application Solutions

The top ranked benefits of mobile application solutions are related to producing efficiency. Cost, particularly cost of ownership, is the top restraint to mobile application solution adoption.


USAGE PREVALENCE AND POLICIES OF MOBILE DEVICES IN

THE WORKPLACE

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Overall Workforce Trends

14%

61%

18%12%

56%

14%

74% 79%68%

Current workforce population Currently using corporate networks Future workforce population

View of Workforce and Use of Corporate Networks (Mean Percents): United States, 2012

Remote Mobile Traditional, in-office

Number of employees currently

using corporate networksNumber of employees likely to use corporate networks in five years*

Remote 75 96

Mobile 59 69

Traditional, in-office 514 472

Total workforce 648 637

Percent of workforce 74% 72%

*Calculated assuming future workforce population multiplied by currently using corporate network percentages.

Base: All respondents (n=880).

Q1. Currently, approximately, what percent of your organization’s workforce consists of remote/telecommuters, mobile

workers, and/or traditional, in-office workers?

Q2/3. Approximately, what percent of each type of already identified workforce regularly requires access to the corporate

network/resources using the Internet, secure IP VPN client, extranet, etc.?

Q4. Thinking about the next five years, approximately what percent of your organization’s workforce is expected to be

remote/telecommuters, mobile workers, and/or traditional, in-office workers?

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Overall Workforce Trends Summary Slide

The traditional, in-office workforce still dominates the US organizational landscape (74 percent), leaving roughly one-quarter as either remote or mobile

workers (14 percent versus 12 percent). Most traditional, in-office workers

require access to corporate networks, yet much fewer remote or mobile workers do. Given the expectation that within five years there will be fewer

traditional, in-office workers, required access to corporate networks is expected

to slightly decline.

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Organization Issued Versus Employee Owned Smartphones

35%31%

26%29%

36%32%

27% 28%

33% 33% 32%35%

Current workforce Expected workforce in twoyears


Remote workers Mobile workers Traditional, in-office workers

Among the current general workforce, more own smartphones that are organization issued than employee owned. Yet, within the next two years, organization issued smartphones are expected to decline, while employee owned smartphones are expected to increase.


Q18. Approximately, what percent of each type of workforce as shown below is currently issued an organizational owned smartphone and/or tablet?

Q19. Approximately, what percent of each type of workforce as shown below is expected to be issued an organizational owned smartphone and/or

tablet in two years?

Q20. Approximately, what percent of each type of workforce as shown below uses an employee-owned smartphone and/or tablet at work?

Q21. Approximately, what percent of each type of workforce as shown below is expected to use an

employee-owned smartphone and/or tablet at work in two years?

Organization Issued Versus Employee Owned Smartphones (Mean Percents): United States, 2012

Organization Issued Employee Owned

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Organization Issued Versus Employee Owned Smartphones (Continued)

Investigation of the workforce classifications, reveal that slightly more remote and mobile workforce members are issued smartphones by their organizations.

This is to be expected, since these workers need tools (e.g. smartphones) to

keep them connected to the office. Conversely, more traditional, in-office workers own their own smartphones, using them at work. Organization issued

smartphones to traditional, in-office workers is likely perceived as more of an

option or privilege since these workers are already connected to the office.

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Organization Issued Versus Employee Owned Tablets

13%

17%

11%14%

12%15%

10%14%13%

17%

13%17%



Remote workers Mobile workers Traditional, in-office workers

Organizations have been cautious in handing out tables to employees, but within the next two years are expected to issue slightly more, specifically to remote and traditional, in-office workers more so than to mobile workers. Employee owned tablets (that are used at work) are expected to have a slight increase over the next two years.


Q18. Approximately, what percent of each type of workforce as shown below is currently issued an organizational owned smartphone and/or tablet?

Q19. Approximately, what percent of each type of workforce as shown below is expected to be issued an organizational owned smartphone and/or

tablet in two years?

Q20. Approximately, what percent of each type of workforce as shown below uses an employee-owned smartphone and/or tablet at work?

Q21. Approximately, what percent of each type of workforce as shown below is expected to use an

employee-owned smartphone and/or tablet at work in two years?

Organization Issued Versus Employee Owned Tablets (Mean Percents): United States, 2012

Organization Issued Employee Owned

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Organizations Policy of Employee Owned Smartphonesand TabletsOverall, most organizations allow employee-owned mobile devices, yet, few offer total support.


Q22. What is your organization’s current policy regarding the use of employee-owned smartphones and

tablets?

26%

32%

16%

10%

16%

Only company provideddevices are allowed

Employee owneddevices must beapproved by our

organization and we donot actively support

them


organization and weprovide a mixed level of

support


organization and weprovide a total level of

support

Other

Organizations Policy of Employee Owned Smartphones and Tablets: United States, 2012

58 percent allow employee owned devices, but with varying

levels of support

Allowance and

support

No allowance

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Organizations Policy of Employee Owned Smartphones and Tablets by IndustriesGovernment and financial services organizations are most restrictive. Conversely, education and retail organizations are least restrictive.


Q22. What is your organization’s current policy regarding the use of employee-owned smartphones and

tablets?

Education Government Financial services Healthcare Retail

Only company-provided devices are allowed 17% 36% 37% 18% 23%

Employee-owned mobile devices must be approved by our organization and we do not actively support them

33% 33% 26% 39% 29%

Employee-owned mobile devices must be approved by our organization and we provide a mixed level of support

25% 11% 20% 15% 10%

Employee-owned mobile devices must be approved by our organization and we provide a total level of support

11% 8% 9% 9% 14%

Other 14% 11% 9% 20% 24%

Organizations Policy of Employee Owned Smartphones and Tablets by Industries: United States, 2012

No allowance

Allowance and support

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Frequency Use of Videoconferencing on Laptops

Overall, the largest proportion use videoconferencing on laptops extensively (28 percent), but moderate and sporadic use prevails as well, leaving one quarter that do not use laptops for videoconferencing. Those within the retail sector use videoconferencing via laptops less frequently, compared to other industries, with 41 percent having no use.

Note: Extensive use is 76 percent or more of the time, moderate use is 26-75 percent of the time, sporadic use is 1-25 percent of the time.


Q8. Please rate the level of use that videoconferencing is being used in your organization on the

following type(s) of devices. Laptops

73%

33%25% 31% 28%

21%28%

21%27% 19% 18%

19%21%

26% 25% 26%24%

19%

24%

17% 20% 22%25%

41%25%

3% 3% 2% 5% 1% 3%

Education Government Financialservices

Healthcare Retail Total sample

Frequency of Videoconferencing on Laptops: United States, 2012

Don't know

NO use

Sporatic use

Moderate use

Extensive use

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Frequency Use of Videoconferencing on Tablets

Note: Extensive use is 76 percent or more of the time, moderate use is 26-75 percent of the time, sporadic use is 1-25 percent of the time.


Q8. Please rate the level of use that videoconferencing is being used in your organization on the

following type(s) of devices. Tablets

46%

11% 6% 5% 6% 6% 7%

18%18% 14% 16%

9%15%

29%31%

23% 23%

16%

24%

37% 42%55% 52%

68%51%

5% 4% 2% 3% 1% 3%



Videoconferencing Usage on Tablets: United States, 2012

Don't know

NO use

Sporatic use

Moderate use

Extensive use

Compared to laptops, videoconferencing via tablets is significantly (statistically) lower (73 percent versus 46 percent, respectively). Despite the lower frequency of use within the total sample, those within the education and government sectors use tablets for videoconferencing more frequently than their industry counterparts. Meanwhile, videoconferencing via tablets within retail continues to lag. Upon market entry in 2010, tablets have been highly popular, first for personal use, then gaining popularity in the business realm.


IMPLEMENTATION OF MOBILE APPLICATIONS

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45% 38%21% 20% 20% 19% 18%

22%24%

20% 22% 18% 22% 25%

33% 38%

59% 57% 62% 59% 58%

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ration

app

s

Top Mobile Applications Currently Deployed and Future Deployment: United States, 2012

Not deployed, norplanning to deploy withinthe next two years

Planning to deploy withinthe next two years

Currently deployed

Top Mobile Applications Currently Deployed and Future DeploymentWireless email and PIM are currently most prevalently used among all mobile applications surveyed, with another 22 percent expected to deploy it within the next two years. Access to internal databases are also prevalent, yet lagging behind wireless email and PIM. Despite low deployment prevalence now, within the next two years, other mobile applications are expected to be deployed, and in most cases doubling current deployment levels.


Q23. Of the following mobile applications, which has your organization already deployed or is planning to deploy in the future–specifically, in the

next two years?

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17% 16% 14% 12% 11% 11%

24% 24%21% 20% 18% 18%

59% 59% 64% 68% 71% 72%

Access t

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Less Prevalent Mobile Applications Currently Deployed and Future Deployment: United States, 2012

Not deployed, nor planningto deploy within the nexttwo years

Planning to deploy withinthe next two years

Currently deployed

Less Prevalent Mobile Applications Currently Deployed and Future DeploymentSales force automation and fleet tracking and management are least popularly deployed.


Q23. Of the following mobile applications, which has your organization already deployed or is planning to deploy in the future–specifically, in the

next two years?

NC11-65 24


Mobile Application Design that Best Serves Organizational Needs

Overall, pre-packaged solutions are the most desired, while fully customized solutions are least desired. Within the pre-package category, turn key (out-of-box) implementations are more conducive to organizational needs among survey respondents, especially within retail organizations.


Q25. Overall, which of the following mobile software application design best serves your organization's current

needs?

45%36%

46% 49%

68%

49%

37%

38%30% 27%

17%

30%

18%27% 24% 23%

15%21%



Mobile Applications Design that Best Serve the Organizations Current Needs: United States, 2012

A fully customized solution

A pre-packaged solution whichrequires some level of additionalback-end integration and/orcustomization

A pre-packaged solution, ready forout-of-the-box implementation, withno back-end integration required

NC11-65 25


Mobile Implementation Methods

In total, approximately half of organizations are currently using on-premise server solutions. However, deployment to hosted or cloud solutions are expected to double within the next two years.

49%

19%15%

33%36%

49%

On-premise server solution Hosted or cloud solution

Current and Future use of Mobile Application Implementation: United States, 2012

Currently use Planning to use within the next two years No plans of using


Q26. Which method of mobile application implementation does your organization currently use or is planning to use in

the future–specifically, in the next two years?

2012

2013-2014

NC11-65 26


2% 1%5%

2% 3% 3%

17% 16%21%

15%20% 18%

30%29%

33%

31%27% 30%

34% 43%

30%39% 40% 37%

17%12% 11% 13% 11% 13%



Likelihood to Change to a 4G Mobile Broadband NetworkUnited States, 2012

Don't know

Unlikely/Very unlikely

Moderate likelihood

Likely/Very likely

Currently deployed

Likelihood to Change to a 4G Mobile Broadband NetworkVery few are currently on a 4G mobile broadband network, with the largest proportion (approximately 37 percent) unlikely to deploy even if it became available. This lack of enthusiasm toward 4G mobile broadband network is likely due to current networks not performing to their theoretical pick of 12 Mbps (Source: Frost & Sullivan’s “ 4G Network Access: Shaping Business Wireless Broadband?”).


Q24. If a more powerful and ubiquitous 4G mobile broadband network became available, how much more likely would your organization be to

deploy additional mobile software apps during the next two years?


BENEFITS AND RESTRAINTS OF MOBILE APPLICATION

SOLUTIONS

NC11-65 28


28%

12%10%

5% 5% 4% 3% 3% 1%

29%

38%

14% 14%

7% 5% 5%8%

2%

8%

Wir

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Ma

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X/U

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Primarily and Preferred Strategic Partner for Selecting, Purchasing, and Implementing Mobile Applications: United States, 2012

Primarily use Prefer to use

Preferred Strategic Partner for Selecting, Purchasing, and Implementing Mobile Applications

Overall, enterprises primarily use and prefer a wireless carrier or operator as a strategic partner when selecting, purchasing, and implementing mobile applications solutions.


Q27. Which of the following does your organization primarily use as a strategic partner for selecting, purchasing, and/or

implementing mobile application solutions? Which would your organization most prefer to use as a strategic partner for

selecting, purchasing, and/or implementing mobile applications?

NC11-65 29


Top Ranked Benefits of Deploying Mobile Solutions

The top ranked benefits to deploying mobile solutions are related improving efficiency: enhancing employee productivity, improving operational efficiencies, improving responsiveness to customers.


Q28. Please rank the top three benefits you view as most important when deciding to deploy mobile application

solutions–where a #1 rank represents most important, a #2 rank represent the second most important, etc.

24% 22%16% 16%

6% 6% 5% 5%

22% 19% 18%10% 9%

6%10%

5%14% 14% 17%

9%12%

6% 9% 7%

60% 56%51%

34%27%

18%24%

17%

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#1 rankings #2 rankings #3 rankings Total of top three rankings

Top Ranked Benefits of Deploying Mobile Application Solutions: United States, 2012

Efficiency-related

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Top Ranked Benefits of Deploying Mobile Solutions by IndustriesThose within the retail sector perceive mobile solutions as most beneficial for increasing sales, while other enterprises focus on the efficiency benefits.


Q28. Please rank the top three benefits you view as most important when deciding to deploy mobile application

solutions–where a #1 rank represents most important, a #2 rank represent the second most important, etc.

Education GovernmentFinancial services

Healthcare Retail

Enhancing employee productivity 26% 37% 22% 22% 11%

Improving operational efficiencies 24% 32% 24% 24% 8%

Improving responsiveness to customers 18% 12% 14% 16% 21%

Increasing sales 7% 3% 15% 11% 42%

Increasing employee collaboration 9% 10% 5% 5% 1%

Increasing collaboration with partners and end-customers

7% 2% 5% 6% 4%

Expediting cash flow 3% 2% 7% 9% 7%

Improving your competitive advantage 5% 2% 7% 7% 5%

Top Ranked Benefits of Deploying Mobile Application Solutions by Industries (Total of Top Three Rankings): United States, 2012

NC11-65 31


Top Ranked Restraints When Deciding to Deploy Mobile Application Solutions

Total cost of ownership is a top challenge to overcome when deciding to deploy mobile application solutions.


Q29. Please rank the top three restraints you view as most challenging when deciding to deploy mobile application

solutions–where a #1 rank represents most challenging, a #2 rank represent the second most challenging, etc.

17% 15% 13%7% 7% 7% 6%

15%8% 7% 10% 9%

6%8%10% 7% 10% 7% 9% 6% 7%

42%

29% 29%24% 24%

18% 22%

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#1 rankings #2 rankings #3 rankings Total of top three rankings

Top Ranked Restraints When Deciding to Deploy Mobile Application SolutionsUnited States, 2012

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12% 16% 18%8% 8% 12%

34% 31%33%

27%20%

29%

54% 54% 49%

65%72%

59%



Current Status of Management Platform: United States, 2012

NO plans

Plan to implement inthe next two years

Currentlyimplemented

Current Status of Management Platform

Few (12 percent, overall) already have management platforms implemented, with prevalence highest within government and financial services industries, and lowest within healthcare and retail industries.


Q30. A mobility management platform allows a business or organization to create and securely manage multiple mobile devices and mobile

applications that are connected to your backend systems. Please indicate which of the following statements most accurately describes your

organization's current status.


PROFILE

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Enterprise Size


S3. Using the ranges below, please select the range that best describes the number of employees within your company -

including all plants, divisions, branches, and subsidiaries.

47%

31%

61%56%

88%

57%

17%

24%

13%18%

4%

15%7%

10%

2% 6%

1%

5%

29%36%

24% 20%

7%

23%



Enterprise Size: United States, 2012

1,000 or more employees

500-999 employees

100-499 employees

1-99 employees

NC11-65 35


Number of Divisions


S4. How many locations does your company have in the U.S.?

58%

34% 37%

53%

77%

52%

19%

16%

26%

19%

12%

18%

11%

14%

13%

7%

4%

10%

6%

11%

5%7%

1%

6%

6%

25%19%

14%6%

14%



Number of Divisions: United States, 2012

20 or more locations

10-19 locations

5-9 locations

2-4 locations

One single location

NC11-65 36


Enterprise Industry


S5. Which of the following best describes the industry/market of your company?

20% 20% 20%

12% 11%

9% 8%

Retail/Consumer Healthcare FinancialServices

Local, County,or State

Government

Education -Higher

Education

Education - K-12 FederalGovernment

Enterprise Industry: United States, 2012

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Role in Organization


Q52. Which of the following general workplace roles best describes your role/responsibility within your

organization?

26% 21% 18% 18%24% 21%

23%21%

17% 14%7% 16%

51%57%

66% 69% 69%62%



Role in Organization: United States, 2012

Other

IT Department Director

IT Manager

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We also certify that no part of our analyst compensation was, is or will be, directly or

indirectly, related to the specific recommendations or views expressed in this service.

NC11-65 39

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Visionary Innovation Partner

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Frost & Sullivan’s proprietary TEAM Methodology ensures that clients have a complete 360 Degree

PerspectiveTM from which to drive decision making. Technical, Econometric, Application, and Market

information ensures that clients have a comprehensive view of industries, markets, and technology.

Technical

Real-time intelligence on technology, including emerging technologies, new

R&D breakthroughs, technology forecasting, impact analysis, groundbreaking

research, and licensing opportunities.

Econometric

In-depth qualitative and quantitative research focused on timely and critical

global, regional, and country-specific trends, including the political,

demographic, and socioeconomic landscapes.

Application

Insightful strategies, networking opportunities, and best practices that can be

applied for enhanced market growth; interactions between the client, peers,

and Frost & Sullivan representatives that result in added value and

effectiveness.

Market

Global and regional market analysis, including drivers and restraints, market

trends, regulatory changes, competitive insights, growth forecasts, industry

challenges, strategic recommendations, and end-user perspectives.

TEAM Methodology

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Our Global Footprint 40+ OfficesScanning the Globe for Opportunities and Innovation

Documents

2012 IT Decision Makers’ Views of Mobile Enterprise Device ... · Communication-enabled business process (CEBP) leverages unified communications capabilities (i.e. UC services)