Unisys social computing services nov2012


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Unisys social computing services nov2012

  1. 1. Social Computing ServicesCollaboration and Engagement Transformation
  2. 2. Agenda• Disruptive IT Trends• Today’s Challenges• What does Social Computing Solve?• Lessons Learned• Unisys Perspective & Recommendations• Getting Started © 2012 Unisys Corporation. All rights reserved. 2
  3. 3. Disruptive IT Trends Cloud IT Computing Cloud computing is an on-demand, Appliances are a packaged combination Appliances pay-per-use, flexible and scalable model of hardware and software, offering a covering the entire IT stack from platforms faster and easier deployment compared to infrastructure to applications. to buying, installing and configuring the components separately. Consumerization The Consumerization of IT and mobile Big Data and Smart Computing help Big Data/Smart of IT/Mobility computing are underpinning the next enterprises to identity patterns and derive Computing significant increase in end-user real-time business insights for competitive productivity, and for a new generation of advantage from large volumes of data IT support models. flooding the enterprise. CyberSecurity involves the security of IT Create a web of people who interact with CyberSecurity systems within the enterprise and the applications, data and each other in real Social broader digital networks upon which they time Computing rely – including cyber space itself and critical infrastructures. Drive New Business Opportunities Key disruptive trends are creating new opportunities for IT to deliver business value and a step-change in productivity via new styles of interaction, automation and service delivery. © 2012 Unisys Corporation. All rights reserved. 3
  4. 4. Today’s Reality Social technologies adopted at record speedConsumer Social Technologies have Enterprises Social Technologies arebeen adopted at record speed forecasted to grow exponentially iPod Today 59% of organizations are planning or implementing enterprise social platforms – Forrester Internet Adoption of social computing in business will grow by 10-30% in theFacebook next year - Gartner Reaches 50M Twitter users By 2014, social networking services in <=1year will replace email as the primary vehicle for interpersonal communications for 20% of the 0 1 2 3 4 business users – Gartner Years to reach 50M users Source: McKinsey & Co. © 2012 Unisys Corporation. All rights reserved. 4
  5. 5. What is Social Computing in the Business World? Social Technologies have applications beneficial to both consumers and enterprises Note: this list is not exhaustive Source: McKinsey and Co.Social Computing creates a web 1. … connect and engage with each other… …using intuitive socialof people who interact with technologies according to 2. …create and share knowledge…applications, data and each other natural social behaviorin real time to help people to… 3. …collaborate and conduct complex transactions… © 2012 Unisys Corporation. All rights reserved. 5
  6. 6. Today’s Reality Employee Usage and Expectations Driving Enterprise AdoptionEmployee Usage andExpectations increasing Mobile Elite are the Social Elite• 2x as many information workers using • Are some of the social media tools such as Facebook and heaviest users of social Twitter in workplace tools • Are using consumer• Over one in three iWorkers use social applications to interact networks and communities for customer with customers, and employee communication, and colleagues and partners advertising/PR • Expect same high levels of collaboration from• 75% of employees access social media their enterprise tools from personal mobile devices at work. • Are catalysts of change within an organization - 2011 Consumerization of IT study (Unisys/ and DC) - Social Media & Workplace Collaboration Research 2012 Consumerization of IT study (Unisys and (SilkRoad Technology) Forrester) © 2012 Unisys Corporation. All rights reserved. 6
  7. 7. Organizations Struggle to Achieve a Social Enterprise Lack of Enterprise Engagement 73% Only 17% of organizations have 75% of targeted employee base actively 17% engaged - Chess Media Group 10% 75-100% 0-75% Dont Know Complexity Most significant barriers to adoption of social media tools are lack of strategy and understanding, and an inability to determine a business use case or ROI - Gartner End User Resistance 41% 21% 17% 41% of resistance comes from 12% Managers and Users, not IT Users/Mgrs There isnt IT Other - Chess Media Group any Lack of Training and Interest Less than 10% of employers offer social media training and 33% of end users don’t want to learn a new technology - Chess Media Group, SilkRoad Technology Balancing Risk vs. Reward Restrictions limit adoption, but no rules expose enterprise to risks 16% have vs. 37% do NOT have structured policies in place - Chess Media Group © 2012 Unisys Corporation. All rights reserved. 7
  8. 8. Today’s Reality Enterprise IT Departments should be concernedUnderestimateIT decision makers underestimate use of social networks being used forbusiness communications. Many iWorkers are using these tools off thegrid, often without IT’s knowledge or approval.– 2011 Consumerization of IT Study (Unisys & IDC)Fear of Employee Abuse and Lack of Security• 46% of company leaders believe employees misuse social media & work technology• 42% cite concern about system security– How Social Media, Mobile & Tech impact workplace communicationUnprepared• 40% of employees reported having informal guidelines or no policy at all from their employers• Only 23% of employees report having a specific social media policy-SilkRoad Technology © 2012 Unisys Corporation. All rights reserved. 8
  9. 9. Today’s Reality…Inaction and delays lead to competitive disadvantageLoss of Competitive Advantage Potential Lost Value• 90% of companies using social • More than $1 trillion in value can be technologies report some business unlocked through the use of social benefit from these technologies technologies across the value chain• 20–25% potential improvement possible - McKinsey Global Institute in knowledge worker productivity• 28% reduction in time to market for new products and services - McKinsey Global Institute © 2012 Unisys Corporation. All rights reserved. 9
  10. 10. What Problems Are You Solving? Knowledge workers spend Only 20% of Companies 86% of employees cite 1 in 4 CEOs unable to pursueProblem 30% of their time looking say Sales and Marketing lack of collaboration for market opportunity or delayed a for information they need work well together on basic workplace failures3 strategic initiative due to talent to do their jobs1 processes2 challenges4 Connect Globally Improve Organization Create Knowledge Find Skills, Attract Talent Distributed Teams Inefficiencies Sharing Culture in NextGen WorkplaceOrganizational Need • Increase speed to • Improve sales force • Foster employee • Find missing skills and access to subject productivity (social collaboration and recruit, train, and manage experts (SME enabled CRM) ideation (team sites) employees who are more communities and “Ask Me diverse than ever, with About” #Hashtags) multiple interests, life • Improve cycle time of • Increase employee experiences, backgrounds manual transactional visibility (personalized (HR integrated Social • Increase speed to processes (Social news, micro blogs) Platform) access critical enabled ECM) information (discussion 1Delphi Group : 2AIIM Market Intelligence: 3 Fierce Inc: 4 PWC forums) © 2012 Unisys Corporation. All rights reserved. 10
  11. 11. The Potential Value of Social Computing The results are out… The potential value from social technologies can help organizations gain a competitive edge in the market Reduction Reduce email volume by allowing employees to access discussion -25% in email forums on common problems Reduced time Enable faster innovation in product development phase by -29% to market providing a common platform for all stakeholders in value chain Increase in number Use social platforms to derive richer insights about 28% of successful changing consumers needs and test product concepts product innovations Increase in employee Allow employees to more efficiently collaborate 41% satisfaction with co-workers to solve work related issues Increase in speed of Use social platform to bring experts into 52% access to internal experts mission-critical projects Increase in speed to Connect distributed teams 74% access knowledge through communitiesSource: McKinsey & Co. © 2012 Unisys Corporation. All rights reserved. 11
  12. 12. How Others Are Using Social Computing An airline company A Judicial CourtA hotel chain can use socialcan use social media as System technologies to sharea real-time channel to can provide a social real time regionalget feedback on overall platform for its A financial company pricing information toservice quality and to employees to share can leverage social improve yieldprovide customer deals knowledge across media channels management andto their most actively court levels for more crowdsource ideas from increase revenueengaged evangelists efficient hand-offs that customers on new reduce bottlenecks as products such as mobile cases move vertically banking applications and horizontally through the judicial process © 2012 Unisys Corporation. All rights reserved. 12
  13. 13. How Others Are Using Social Computing A utility company A public sectorA technology can use social mediacompany agency as a low cost and can provide a socialcan provide a platform effective channel for platform for its casefor its employees to A CPG company providing customer workers to collaborateshare knowledge and can use social media as service and as a way with health workersexpertise resulting in a real time channel to to get closer to and local field offices toimproved interaction monitor customer customers, spot improve delivery ofand faster innovation conversations and to get trends, identify citizen social services feedback on products, influencers, and campaigns and discount create customer schemes advocates © 2012 Unisys Corporation. All rights reserved. 13
  14. 14. How Unisys Has Leveraged Social Computing Knowledge Management and Workplace CollaborationBusiness Issue:Unisys, a worldwide information technology company,wanted to enhance the ability of its employees toconnect and collaborate more efficiently and shareknowledge more effectively.Unisys Response:Unisys launched a global initiative to make knowledgesharing and social collaboration an integral part of itsculture based on Microsoft SharePoint and NewsGator toadd social collaboration to the daily workflow of itsemployees.Benefits and Results:The solution, 91% of the Unisys targeted employee base,and 77% of its total global workforce have adopted socialtools within an 18 month period. This has fueled theinnovative culture at Unisys, improved quality ofcustomer service, and facilitated employee development. © 2012 Unisys Corporation. All rights reserved. 14
  15. 15. Unisys Success Recognized Externally © 2012 Unisys Corporation. All rights reserved. 15
  16. 16. Social Computing Application Scenarios Think Beyond Digital MarketingThere are a number of scenarios across horizontal” and “vertical” solution areas which can be progressively implemented in order to develop a strategic enterprise social layer Basic Scenarios Intermediate Scenarios Advanced Scenarios Business Process Integration Solutions Vertical Social CRM Case Exception Knowledge Collaboration Resolution Customer Management Support Horizontal Strategic Workplace Solutions Collaboration Customer Ideation and Innovation Digital Communities Management Marketing Next Generation Social-Enabling Customer Knowledge Mgmt Mission Critical Engagement & Collaboration Applications Think beyond digital marketing and reframe social computing as new paradigm for enterprise collaboration to support key business processes and transactions across employees, customers/citizens and partners © 2012 Unisys Corporation. All rights reserved. 16
  17. 17. Unisys Perspective & Recommendations Strategic Recommendations for Social ComputingOur set of strategic recommendations help clients progress along the continuum of social computing scenarios in a measured approach with increasing levels of business impact Strategy Emphasize social computing as a “next generation” enabler for application Development modernization and determine how best to integrate social computing strategy among competing IT priorities and transformation projects Target “horizontal” functions such as strategic knowledge management, innovation, and customer relationship management to deliver relevant and contextual information to end users Target “vertical” functions such as client-facing transactional applications to add collaborative functionality to cut cycle-time for ad-hoc processes such as exception handling and problem mgmt Social-Enabling Start exploring modernization and integration opportunities between your Mission Critical Applications business applications and your enterprise social computing platforms specifically to automate ad-hoc, workflow processes © 2012 Unisys Corporation. All rights reserved. 17
  18. 18. How Can We Help You Get Started? Starting points on the road to the socially-connected enterprise Social Computing Social Computing Social Computing Innovation Social Computing Implementation Modernization Workshops Advisory Services Services Services Workplace Collaboration, Integration of Social Identification and Development of Social Knowledge Management, Computing platforms Prioritization of Social Computing Strategy, Customer Engagement, with Enterprise Computing Roadmap and Integration with Public Applications and Opportunities Implementation Plans Social Networks Processes Our services are designed to help you build out a strategic social computing capabilitythat is tightly integrated with your applications to create a socially-connected enterprise © 2012 Unisys Corporation. All rights reserved. 18
  19. 19. Social Computing Advisory Services Development of Strategy, Roadmap and Implementation PlansSocial Computing Advisory Services is a strategic consultative engagement advising clients on how to leverage social computing across their enterprise with a roadmap and implementation plan Social Computing Advisory Services delivers a strategy, roadmap and implementation plan for clients to leverage Social Computing to achieve their identified business goals Client Benefits • Define a strategic vision for enterprise social computing • Determine opportunity areas for social computing • Mitigate security, privacy and compliance risk • Build success measures • Integrate culturally accepted business practices Unisys Credentials • Application modernization and integration experience helps eliminate silos and maximize business value • Rich security heritage ensures social computing initiatives do not compromise sensitive data • Focus on enterprise value beyond digital marketingOur advisory services provide a strategic IT assessment with observations and recommendations for social computing delivered via our discover, strategize, analyze and plan approach © 2012 Unisys Corporation. All rights reserved. 19
  20. 20. Social Computing Implementation/Modernization Services Implementation & Integration of Social Computing PlatformsSocial Computing Implementation and Modernization Services support clients with implementationof enterprise social computing platforms and social-enablement of existing enterprise applications Social Computing Implementation/Modernization Services leverage Unisys experience, global delivery model, proven methodology and thought leadership to deploy and seamlessly integrate “best-fit” Social Computing solutions Client Benefits • Increase customer engagement and support • Increase organizational productivity and reduce costs • Social-enable enterprise applications and processes Unisys Credentials • Strategic Partners with best of breed providers such as Jive, Microsoft and Newsgator • Proven full lifecycle methodology, 3D Blueprinting supports strategy and business process design • Solutions Delivery Framework (SDF) defines consistent, repeatable, and reusable processesOur implementation and modernization services focus on areas such as workplace collaboration ,knowledge management, customer engagement, and social-enablement of enterprise applications © 2012 Unisys Corporation. All rights reserved. 20
  21. 21. Enterprise-wide Workplace Collaboration A Delivery Approach Objective: Leverage Objective: Increase Objective: Enable social social technologies for customer value by interaction within and across workplace collaboration enhancing customer facing different software interfaces and business applications devices Social-Enabling Mission Critical ApplicationsAssess strategy and vision for Identify an integration strategy to Identify disparate processes thatemployee collaboration and connect social platforms with sales can be streamlined by using Socialknowledge management and customer support systems Computing as an integration platformImplement an enterprise social Introduce an enterprise social Make enterprise social computingplatform to enable employees to computing platform to develop available to all business unitsbuild a network of colleagues basic customer collaboration through a common platform capabilitiesExpand social functions to Social-enable your CRM Embed social tools such assupport and integrate with internal applications to enrich the customer messaging and activity streams tobusiness processes dialogue and improve self-service consume distribute content from any source including apps & databases © 2012 Unisys Corporation. All rights reserved. 21
  22. 22. With Unisys’ Social ComputingSolutions, Clients Benefit From:• Experience socially enabling a global workforce• Successful use of social media within the enterprise• A user-led rather than a technology focused offering• More than 20 years of application modernization experience across most industries and government sectors © 2012 Unisys Corporation. All rights reserved. 22