Mobility, Productivity,Employee Engagement

How to have it all

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The Mobile Workforce

Can you have it all?

Isolation

Frustration

Security

of CEOs say mobile technologies “strategically important” (Forbes)

81%

‘Bring your own device’ saves companies $350 per year, per employee (Cisco)

$350

rof secived elbatrop gnisU work increases productivity by 34% (Frost & Sullivan)

34%

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But research indicates mobile employees are more likely to feel anxious, isolated and have higher levels of technology-related

frustration than o�ice-based sta�, Findingways of truly connecting people is key. The question is how?

The Bring Your Own Device (BYOD) market is on course to hit almost $367 billion by 2022, up from just $30 billion in 2014 (Source: BetaNews). So… Problem solved? Unfortunately, not quite. BYOD programmes remove the device adoption problem but create a security problem.

How can we have happy, engaged, connected, collaborative, productive and secure employees? It’s all here.

Contents

P5

The mobile workforcein numbers

P6

The executive view

P10

Why Re:Call

P12

Case study

The mobile workforce is our new working reality becausetoday’s employees demand �exibility - of hours andlocation. And, according to Forbes, 81% of CEO’s seemobile technologies as strategically important for theirbusinesses, with socially-enabled business processesclose behind.

Lilach Bullock, Forbes

“The relationship between IT departments and BYOD is subject to change as more employees use their own devices at work. IT managers need to keep a close eye on employees and the devices they bring in to work in order to make sure the business is protected and that the employee isn’t violating any compliance issues.”

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50% of total UK workforce is expected to be working remotely by 2020

93% of 25-34 yr old employees say it is important to choose hours they work and where they work from.

Source: Censuswide 2018 survey of 2,322 UK full time workers

Mobile devices save employees 58 minutes per day and increase productivity by 34%

Source: Frost & Sullivan

BYOD saves businesses $350 per year, per

employee

Source: Cisco

74% of 25-34 yr olds have or would turn down a job because company doesn’t allow �exible working.

Source: Censuswide 2018 survey of 2,322

Source: O�ice of National Statistics

UK full time workers

The mobile workforce in numbers

93%

74%

50%

34%

$350

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To �nd out what senior executives think about the role of mobile technology in creating happy, engaged and motivated employees, we gathered six groups, in London, across two evenings of dedicated discussion.

Here are the highlights of those conversations, from the di�erent group leaders.

The executive view

Nigel LangDirector of Technology Services, Menzies LLP

CULTURE“We talked a lot about the culture of each of the industries represented at our table and how cultural change is much easier within certain industries, depending on who has the power, and their openness/adaptability to change. That was a big takeaway for me, and something that I can forget because I think everybody is like my business and my industry.”

TRUST AND EDUCATION“As an organisation, you only bene�t from remote working and the agility aspects of mobile, if the people that made the decisions about mobility actually trust their employees. It needs education. Which is a lot like security: you need a lot of education to build general knowledge around mobile and cyber awareness.”

RESULTS“We had one very good example of a measureable increase in productivity from a more mobile, �exible workingenvironment. [A Fortune 100 pharmaceutical manufacturer] rolled out �exible working in the developmentenvironment and measured the number of patents being registered. That number markedly increased.”

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AUGMENT NOT OVERHAUL“There is no one hard-and-fast rule for all. We think BYOD programmes should be used to augment current working processes to provide the best of all worlds. For example, in some cases security permissions may require you to be in the working place and therefore mobility is not an option for you. In other cases, let’s say you’ve got a big document to read and you’ve got an iPad – that is great. But trying to read it on your mobile phone is not going to be conductive. So, it’s really about o�ering all options and the right tools and technologies for every job.”

SECURITY IS KEY“We talked about [a global accounting, consulting and technology] company’s approach to mobile �rst withintheir digital transformation programme. [The head of information security] said it was absolutely key to establish the correct security and culture, emphasising and embedding knowledge and the implications of failure around data and device loss. Without it, we’re never going to be able to allow people to fully adopt mobile working. It was absolutely key for us to make sure that our employees understand the consequences of a device loss. Now, of course, if you lose your own mobile phone, it’s a problem for you. But if you lose your own mobile phone and it has access to corporate data, then it’s also a problem for me. Technology absolutely makes mobile working possible, but that’s not the true problem. The true problem is the people and the way they’re thinking about data protection, data security, GDPR...”

COMMUNICATE DON’T CONSTRICT“What part does technology play in creating happy, engaged and motivated employees? The common problem that IT organisations have is this horrible tendency to take a perfectly good product and make it unusable. We’ve got to try and stop doing that. Technology departments have a real duty to communicate why the security restrictions are in place but, fundamentally, whatever technology is deployed, whatever technology is consumed by the user, it just has to work.”

IT’S COMMON SENSE, IT NEEDS A COMMON SENSE APPROACH“The power of using your own technology to do business is strong. It is about giving every employee the ability to use the tools they are familiar with – and that just allows them to be more e�ective. It is as straightforwardas that. Technology is the enabler. It is the cost of entry into the ability to work �exibly. So you have to equippeople to work at home properly, with decent network connections and tools.”

Group IT Director, QinetiQ

Ian CatlinIT Director, Alfresco

Joe Hardsta�

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PRODUCTIVITY, EMPLOYEE SAFETY, ENGAGEMENT“We are approaching mobile technology in an open-minded way. We issue every employee with a mobile phone and a contract that allows unrestricted use and unrestricted data because, in the construction sector, and speci�cally construction in a major metropolis, a lot of our workforce will spend a lot of time on public transport between sites. So absolutely mobile technology enables productivity for us. And for lone workers, we have an SOS function to provide a safety function. This technology, combined with a strong �exible working policy andcultural support, is fundamental for us, for what we do, and it really helps to keep our employees engaged.”

MOBILE SHOULD BE THE DEFAULT“Being mobile is not for every role; I think of people who need to handle con�dential information, for example, or call centres. But, today, when we have many di�erent ways of measuring productivity and a secure way of access in most situations, if people cannot work �exibly and think they should, that workplace is not attractive. Flexible, mobile-enabled working environments should be the default. And if that cannot be o�ered, thereshould be explicit reasons why people cannot work in a �exible environment.”

ADAPT OR DIE“People worked at desks because there was a computer on the desk, not because they wanted to work at a desk and it seems completely incongruous to ask people to work in the old ways when new ways exist. We all know how important technology has become at work and in our home lives, and Generation Z are well equipped to bring these skills into the workplace. It’s important to empower this generation to see these skills as transferable and recognise how they can be applied to a professional work environment.”

MOBILE IS FUNDAMENTAL… IF MANAGED PROPERLY“For me, the best approach to mobile technology integration is incremental. I have worked with enterprises that implement tools with little consideration for existing culture and process and then they are surprised when only 5% of the workforce use them. True mobile working demands accountability and trust which, in return, creates �exibility and responsiveness. It is fundamental for a successful, happy and productive workforce today and tomorrow – but it needs to be managed properly.”

Greg Morley CIO, United Living Group

Ian Golding CIO, Natural History Museum

David Morris Technology Assurance Director

RSM

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Your people are most frustrated about…In 2018, Teleware commissioned a Censuswide survey of 2,322 UK full time workers to explore some of the key frustrations behind mobile and �exible working. Mark Elwood talks through the top �ve.

Mark ElwoodMarketing Director, TeleWare CONNECTIVITY

I don’t think it will be a massive shock to anyone that, when we started to dig into some of the frustrations associated with �exible and mobile working, we found out that people are most frustrated about connectivity. In fact, that came �rst (Internet connectivity) and third (mobile

connectivity) in our survey.

REDUCED TOOLSETIn second place was ‘being unable to access documents and systems that are available when I’m not working in a mobile capacity’ – shared folders, CRM systems, that sort of thing. Mobile

workers want access to all of the tools that are available to them on their desktop.

REDUCED ABILITY TO TAKE NOTESBeing unable to take notes is a clear frustration for everyone we surveyed. We’ve all been in an environment – driving or on public transport – on a particularly important call where you need

to remember what’s being said, but are not able to take notes.

MISSING OUTPeople who spend a lot of time working at home or o�site anywhere can feel quite isolated

missing the camaraderie of watercooler conversations, to missing more fundamental ‘business’ from colleagues who are o�ice-based. That could be in a number of di�erent ways, from

conversations that take place in the o�ice. They can also feel like a burden, constantly picking up the phone to or e-mailing their colleagues in the o�ice. More light touch communications,

such as instant message, was deemed a really valuable tool.

SECURITYWe’re in a post-GDPR world and it’s not just senior management who are interested in data security. And for those people who remote work in remote locations, personal security is really important. They need very good, reliable coverage should anything go wrong.

Re:Call is an app that provides a second number on any mobile phone. This means that when o�ered as an alternative to a

separate business phone, it enables your employees to use their own device for business, with the addition of a second number, helping them keep work and personal separated.

reduces your mobile estate, unburdening IT Enhancing your BYOD o�ering, Re:Call

resource and saving on average 50% costs compared to providing a business mobile.

Some employees simply hate having to carry a separate business phone as well as their personal phone. By providing them with Re:Call, you can enhance their employee experience, giving them the opportunity to use the technology they already know

and love. They will also bene�t from usingtheir own mobile network provider, helping ensure greater connectivity at home as well as on the move.

Why you should consider Re:Callas part of your mobility o�er

It also helps businesses reduce their carbon footprint. With each mobile phone in circulation using more than 12,000 litres of water to manufacture, moving to an app-based mobility solution makes sense for lots of businesses.

Re:Call has some great features which will help make it become a loved tool for employees...

“Re:Call reduces your mobile estate, unburdening IT resource and saving on average 50% costs compared to providing

a business mobile.”

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Instant message and group chat for less formal

communications

Employees get to use their own phone; their device

of choice

No need to change mobile supplier as app is added

to phone

Provides a fully functional second number with separate

phonebook and voicemail

Do not disturb function to help manage work/life balance

Instant message and group chat also enable safe and

secure collaboration

Recording can be added if required

Existing business number can be retained

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The case study

What were the group’s concerns going into the project?

Security, billing and how their employees would feel about it. Would they use their personal data packages? Would they feel comfortable with Re:Call? And that’s why chosing an opt-in scheme was very important.

They also wanted instant messaging…

Yes. They can see that WhatsApp is a great product that people like using, and they haven’t got a GDPR-compliant alternative because Skype for Business isn’t up to scratch. So they asked us to develop something that can replaceinstant message experience for one-to-one and group chat.

What did implementation look like?

We always encourage our customers to start small – put a few users on, test it out, run some trials – which we did. Then let’s go into automating provisioning services. That worked very successfully for them, and we’re now rolling Re:Call out to 30,000 users.

Nick Reaks

TeleWareChief Operations O�icer,

Q

Q

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One of the UK’s largest �nancial services groups wanted to modernise its working practices. One important consideration was employee choice – they didn’t want to mandate atechnology; sta� had to want it. The group approached TeleWare, who recommendedtheir Re:Call application. In this Q&A, Nick Reaks highlights some key lessons from theimplementation.

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What is the client saying about Re:Call so far?We’ve had great feedback. They have been delighted with it. Their IT department have got six projects ongoing, and so far TeleWare is the one with no problems.

You mentioned the group’s concern, at the start, about employees not wanting to use their personal data allowance for business purposes. Has that materialised? We have found that most people are only using about 20% of the gigabytes they’re given, so it doesn’t actually matter to them. Higher management have the use of a business phone for personal use anyway, but typically don’t want two phones and are prepared to take calls on weekends and holidays. There will always be an element on a pay-as-you-go mobile phone package, and they’re unlikely to take Re:Call. So, there are some people out of scope but that is another important thing about the opt-in part: it suits some and not others. We hope it ’s 50-50, and that is what it seems to be.

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To �nd out how Re:Call canhelp your business improveproductivity, mobility andemployee engagement visit:

teleware.com/recall

+44 (0) 330 0947 430