Mobility What does it mean and how did we get here? Lisa Read White Director, Proficiency Group Pty Ltd

Transcription

1 Mobility What does it mean and how did we get here? Lisa Read White Director, Proficiency Group Pty Ltd

2 What do we mean by Mobility? First thought for most - smart phones, laptops and tablets, access to s, Facebook, banking, Medicare, ebay Business Enabling the worker - access to information, systems and ability to carry out transactions from anywhere, anytime. Business Enabling the customer self service from anywhere, anytime, and reduced administrative costs

3 What s driving Mobility - Demand Business: improved customer experience, reduced administration via data validation, guided completion based on rules, increased processing capacity resulting in increased revenue and levelled peaks Shorter response times for customer interactions Consumers: Accessibility - Information when I need it without talking to another person, no need to go anywhere Access from anywhere on any device (minutes, events) Self service (parking permits, rate payments) Support for my pace of life (bin reminders, rate reminders)

4 What s driving Mobility - Innovation

5 What s driving Mobility - Integration Real time data integration directly to Audi A8

6 What s Supporting Mobility - Infrastructure To be mobile enabled we need to be connected (not for everything) o United Nations released a report that states nearly 3 billion people will have access to the Internet by the end of That means 60% of the world's population - about 4.2 billion - will remain unconnected. Infrastructure support: Internet Satellite Radio networks Mobile networks

7 How did we get here? 2007 Apple announces the iphone

8 Pillars of Mobility Tap, type and done Ease of use Content Access anywhere Integration Meets a need Delivers data Supports user experience Connect devices Share data Out of the box Customisable

9 Mobility focus areas

10 Types of mobility Earliest tablets rectangles, with sharp corners, depicted in the 3rd century paintings Rounded tablets appear in the Middle Ages, smaller in size, hinged writing tablets for taking notes (with a stylus on a layer of wax on the insides) PalmPilot launched on March 10, 1997 Value add with upgrade kits

11 Types of mobility Value Add-ons: Personal details Calendars including list of holidays and school holidays Diary for the year Address book, with alphabetic tabs Filofax personal organiser, 1921 Traditionally leather bound loose-leaf binder system. Name abbreviated from "file of facts". Popularity grew early 1980s, regarded as a "must-have" accessory. Address book blank pages Notes pages Post-it-like notes in various colours City maps Plastic rulers with incomplete holes so that it can be moved around like a bookmark. Electronic calculators Credit card holders Zip pockets Pencil or pen which slips into slot in case.

12 Types of mobility What has enabled you in your workplace or personal life?

13 Impact of Mobility Self service (accessibility, availability, service delivery) Real time Automatic Engaging Personalised Independence Ability to work anywhere, anytime (24/7) Access to friends, family and colleagues 24/7 Visibility of everyone's activities (shared calendars, Facebook, current location via google services) Enabling one service may enable unwanted tracking (google location tracking for traffic, travel times, and weather also enables tracking of your location, travel routes, frequency etc)

14 Impact of Mobility A new language has emerged in the form of abbreviations and emoticons

15 What does Mobility offer? Multiple ways to complete my transaction Any device, any time Morgan Stanley Research, presented in comscore s State of the Internet Webinar, June 14, 2012

16 Experience Proficiency Group 20 staff Australia Wide Customers globally Business requirement: Access to company systems for , customer data, source code, documents Access to colleagues to call, meet, share etc Access to customer systems from anywhere as required Ability to transact from anywhere at anytime - book flights, meetings, expenses, timesheets etc Security across everything is critical Solution: All systems are available to all staff 24/7 from anywhere Staff issued with laptop and phone Governance in place such as only business contacts provided to customers so leave time can be honoured

17 Challenges and questions Need to compliment mobility and access to content with accelerated processing What platforms do you use?

18 Challenges What about those who don t have Internet access? (elderly)

19 Challenges Understand your market

20 Challenges What are customers actually using their phones to access? How are customers accessing your offering?

21 Influence from technology trends Growing expectations from consumers

22 Case Study

23 Case Study

24 It s a journey

25 It s a journey

26 It s a journey

27 Leveraging for competitve advantage 67% consider mobile devices to be important to improving business processes 45% believe mobile devices would improve their speed of response by > 3X Yet > 75% have made no progress toward these goals Financial Services Customer onboarding Mortgage & loan apps Appraisals Trailing documents Healthcare New patient onboarding Clinical documentation Medical claims submission Revenue cycle management Insurance New policy quotes Customer onboarding Claim submissions Trailing documents Government Citizen benefit enrollments Claim submissions Licenses, permits & renewals Trailing documents

28 Value Proposition Optimize Customer Experience Value Proposition Reduce Operating Costs Improve Information Visibility Digitize paper, EDRMS, customer portal, web forms Achieve Operational Excellence Streamline processes, reduce manual processing Increase Customer Intimacy Establish new levels of engagement & collaboration Deliver Enterprise Responsiveness Transform & simplify customer interactions Organisational Evolution

29 Where do we start? Understand the need what is really required? What is the aim? What are you enabling? Who are you enabling? What supporting infrastructure can be leveraged or put in place? What governance is required? Build it Support it Promote it Improve it Listen to your users (they know what they want once they have it!)

30 Lisa Read White Director, Proficiency Group Pty Ltd Thank you