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How much mobility is enough?


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Live Chat Transcript - GovLoop and SAP Public Services

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How much mobility is enough?

  1. 1. GovLoop – SAP Public Services Live Chat 2011GovLoop and SAP Public Services joined together for a live online chat to discuss “How muchmobility is enough?” Read more and take part in the conversation in the Mobility for GovernmentGroup on GovLoop ( Krzmarzick: Happy Holidays, everyone. „Tis the season for closing out 2011, planning for 2012and sneaking some time for shopping and spending time with loved ones in between.Andrew Krzmarzick: Of course, we‟re all on the go, all the time, it seems. From the commute into workto the committee meeting across town, we‟re a mobile society and there‟s no going back.Andrew Krzmarzick: So how do you leverage mobile technology to achieve more efficient outcomesin your organization and more effective connections with citizens?Andrew Krzmarzick: That‟s the question we‟re hoping to address in the next 30 minutes, and we havetwo industry experts from SAP to help us answer the questions that you‟ve brought with you today.Andrew Krzmarzick: Speaking of that - I wanted to set one very important ground rule for our chat: Ifyou have a question (and I hope you do!), please click on my name at the right and send me aquestion. Just "Private Chat" me - dont worry, it‟s all legit and we‟ll be sure to pass them along.Andrew Krzmarzick: Also, if you are on Twitter, we‟ll be tweeting at #gltrain to, so feel free to askquestions there as well.Andrew Krzmarzick: Well, let‟s do some introductions, shall we?Andrew Krzmarzick: First, I‟m Andrew Krzmarzick, GovLoop‟s Community Manager. I‟ve workedremotely for a couple different organizations over the past 7 years, so I definitely appreciate mobiletechnology.Andrew Krzmarzick: Joining me today are two very smart gentlemen from our partner, SAP: NeilHooper, VP for Mobility, SAP and Andreas Muno, Software Solution Manager Government Mobility,SAP. Neil – could you tell us a bit more about what you do with SAP?Neil Hooper: Hi – this is Neil Hooper. I am at SAP as the VP Mobility. My responsibilities include Federal,State, Local, Higher Ed, and A&D as well as some other regulated industries. By way of background, Ihave been working in mobility for over 8 yearsNeil Hooper: I have a team of specialists who work with our accounts in Government to help them"Go Mobile!"Andrew Krzmarzick: Andreas – your turn!Andreas Muno: Thanks, Andrew. I am a solution manager in industries, currently focusing on mobilityfor Public Services. Before that I was a solution manager for SAP Procurement for Public Sector,having previously been a developer for that same solution. [Type the company address] Page 1
  2. 2. GovLoop – SAP Public Services Live Chat 2011Andrew Krzmarzick: Great, Now let‟s get to some questions:Andrew Krzmarzick: How can mobile applications help overcome obstacles in creating a mobileworkforce?Neil Hooper: I like to reminisce about the days before mobile email, mobile music, or even a mobilephone. These are killer apps that we now all assume are parts of our lives. Today, major commercialorganizations feel the same way about things like mobile CRMNeil Hooper: Other apps like mobile banking, and mobile healthcare. Mobile applications willenable us in Public Sector to do our jobs wherever we are and be far more efficient and effective.Andreas Muno: Mobile business apps are as easy and efficient as other smart phone apps: Notraining, no learning, you use, them they just work. Mobile business apps are timesavers.Neil Hooper: Good point Andreas. What I like about Mobile Apps is that the IT load is much lowerAndrew Krzmarzick: As a private citizen, what I appreciate most is just having the information I needin the palm of my hand wherever I happen to be. Its saved me so often to have quick apps at theready...Neil Hooper: Check out Information at your fingertips for sure!Andrew Krzmarzick: Yep - great exampleAndrew Krzmarzick: Of course, there are some risks and its not all rosy, right?Andrew Krzmarzick: Mobile is new and exciting. But that doesnt mean we should move all newdevelopment to mobile. What types of applications are NOT appropriate for mobile, and why?Neil Hooper: What? Not mobile?? Just kidding – there are a lot of examplesAndrew Krzmarzick: HahaAndreas Muno: 911 comes to mind like one number that shall not become an app. But then again:How about people with speech impediments? Apps can help!Neil Hooper: I usually think about the combination of desktop and mobility. Anyone who needs toanalyze large amounts of data or systems is generally more effective on a desktop. However, peoplethat are affected by that data or those systems are affected. These other people are mobile andcan participate with the desktop users [Type the company address] Page 2
  3. 3. GovLoop – SAP Public Services Live Chat 2011Andreas Muno: It all depends on the device and the purpose of the app: After all, a laptop is amobile device, so is a tablet, so is a smart phone or an iPod. There are y are not interchangeablyused: You would create a presentation on a laptop and maybe on a large tablet, but not on aniPod. The other way round, you may text a message as an SMS, tweet, or in Instant Messenger. Whatdevice would you use for taking pictures?Andrew Krzmarzick: Perhaps the best mobile apps are those like Evernote where you can basicallyaccess key information across devices.Andrew Krzmarzick: Next question…Are there security/privacy and storage issues; where is the datastored? Our third question for you... Big issue for governmentNeil Hooper: In the Public Sector we recommend behind the firewall systems and storage, or privatecloud solutions. We are generally not comfortable with public cloud solutions at this time.Neil Hooper: Behind the firewall gives you control of access to/from the source systems and firewallcontrol, security of the data in transit over various networks, and security and control of the data onthe devices themselves.Andreas Muno: It depends on the application: Work orders for the field workers in the public worksdepartment, or apps for your inspectors who may not always have mobile network connectivity, theapps need to store data on the device. But as a rule, you would like to keep sensitive data off mobiledevices as much as possible, when you know he device will always have good connectivity.Andrew Krzmarzick: The case for cloud...So I have a question from Twitter: @elizhill asks: Are wetalking mobile apps or mobile optimized sites? #gltrainNeil Hooper: Good question. HTML5 and Mobile Web is part of our future. However, if we are talkingabout sensitive data we recommend Mobile Apps. Also, right now, HTML5 is "not quite there"meaning user experience suffers. Therefore, the more complex the process, the more you shouldthink about an App.Andreas Muno: I agreeAndrew Krzmarzick: Great - I have another question from our members:Andrew Krzmarzick: So, if we all know that mobile is not about the tools & technologies -- its neverabout the tools & technologies, its about what they enable--how can we keep organizationsfocused on how mobile solutions improve organizational efficiency & effectiveness rather thanfocused on mobile for the sake of "doing mobile"?Andrew Krzmarzick: This was true of social media... some agencies / organizations were just jumpingin because it was new. And we need those innovators... but the best way to proceed is starting withthe mission, eh? [Type the company address] Page 3
  4. 4. GovLoop – SAP Public Services Live Chat 2011Neil Hooper: This may sound like a silly answer, but the reality is that the first thing to do is to admitwhen you are doing "mobility for mobilitys sake" -- we see that quite frequently. We ask mostagencies to start by asking: What is the mobile strategy?Andrew Krzmarzick: Good start.Neil Hooper: We then ask: Which applications add the most value to the agency. Going throughthis process helps an agency discuss and then zero in on the priorities -- its all about qualifying thevalue.Andreas Muno: Effectiveness and efficiency are strong arguments for mobile, but thinktransformation, too: When you give mobile apps into the hands of farmers to report crop damageafter a thunderstorm, instead of sending farm service agents out you can completely change theprocess and the cost effectivenessAndrew Krzmarzick: So Im wondering if you have any concrete examples of agencies that haveused that approach - Started with the problem - the mission - and built mobile apps to respond.Neil Hooper: I can start with one...Neil Hooper: When the US Census was ready to do the 2010 Census they decided to deploy 140,000employees to collect data. This was a clear opportunity for mobility and mobile security. We helpedthem in record time and the project was massively efficient and effectiveAndrew Krzmarzick: Yeah - that was one of the most noteworthy aspect of the Census 2010 - the useof mobile tech to get a more accurate countNeil Hooper: …also forgot to add. A great mobile app ;-)Andreas Muno: Another example: Volunteer firefighters in Australia use mobile devices to report inlocation and direction of fires they spot when on the road. Helps fighting bush fires efficientlyAndrew Krzmarzick: Saving lives in that situation potentiallyAndrew Krzmarzick: (Another question from the crowd)From your experience, do citizens (i.e.,consumers of public services and information) look more to conduct transactions on mobile devices,or more for purely awareness and information search?Andrew Krzmarzick: I really like that question - I think Ive seen some research from Pew on that one.And their Internet and American Life ProjectAndreas Muno: Its both. The great thing is: On mobile devices, they can get that informationwherever they need it, extending the reach of gov info Reach is maybe the number one cool thingabout mobile. SMS, texting expands the reach of gov to more than 5 billion people [Type the company address] Page 4
  5. 5. GovLoop – SAP Public Services Live Chat 2011Michael Walter: In our case, during emergencies when power is out, we can rely on our mobileplatform to deliver significant amounts of information straight to individuals on their devices. This wasone of FEMA‟s lessons learned from Irene. ( Hooper: Many gov‟t groups offer apps and mobile web that only allow “read” capabilities. Manyare scared to allow input because of the potential for “more work”. However, a carefullyconstructed mobile form integrated to back end systems can lower workloadAndrew Krzmarzick: Great point, MichaelAndrew Krzmarzick: It doesnt need to be either/orNeil Hooper: totally agreeAndrew Krzmarzick: Its information plus transactionAndrew Krzmarzick: Any examples of moving beyond "read" to "input"?Michael Walter: Neil, Local governments have been doing this for a while - Broward County, FL has adamage assessment application that allows individuals to self-report damage following a hurricaneand its plugged into existing operations…Were jealous of it.Neil Hooper: One point about SMS: New York has an outstanding broadcast system, and they allowreply and feedback creating excellent 2-direction dialogueNeil Hooper: Michael - another reason to move to sunny Florida!Michael Walter : ... and out of humid Texas...Andrew Krzmarzick: 5 minute warning!Andrew Krzmarzick: Last question…When should agencies use SMS texting vs. building an app, whenit comes to simple info-sharing/awareness?Elizabeth Hochberg: Gentlemen - Im late to the party but have read through the chat string. No oneis discussing GSAs Making Mobile Government Project. Perhaps Im biased (as theyre my clients) butGwynne Kostin, Jacob Parcell, and their team are answering the questions youve posed. Krzmarzick: Thanks for the information Elizabeth; I was going to mention it at the end! But youbeat me to it ;)Andreas Muno: Agencies should use SMS for purposes of reach, not just smart phone apps.Neil Hooper: Agreed - SMS is great for pushing from gov‟t and getting a response. An App is forcollecting ad hoc from the field, and citizens. They can also be integrated to get the best of both [Type the company address] Page 5
  6. 6. GovLoop – SAP Public Services Live Chat 2011Andrew Krzmarzick: One quick point from Jennifer Wilson: mobile web has allowed us to reachpreviously unreachable people in need of health services since our research showed that lowerincome families have greater access to the internet through mobile devices.Jamie Kern: Have to say, I found this article helpful... Walter: SMS is also limited by info size. NWS uses an SMS based messaging system that thendirect clients to a web site with additional, more extensive warning information ( Krzmarzick: Well, weve got one minute so Im going to wrap it up. By the way, SAPsponsors a great group on GovLoop called “Mobility for Government” and we have a particularlyhot conversation happening there right now: What If NTSB Gets a Ban on Cell Phones for Drivers? Krzmarzick: More than a dozen comments already... passionate people when talkingmobile! Jump in the fray and have your say!Andrew Krzmarzick: 30 minutes is a perfect amount of time as Neil and Andreas likely need to soaktheir fingers in some Epsom salt right now. ☺Seriously, we appreciate SAP for their ongoingpartnership as they seek to bring GovLoop members valuable information and insights on mobiletechnology and other industry trends. Thanks, of course, to all of you for participating. Have a greatholiday season and we can‟t wait to interact with you more in 2012!Neil Hooper: Thanks -- The wonderful thing about mobility is you can get started quickly. We work withApps, Mobile Web, SMS and other technologies – and you can drive benefit right away. Please visitus at - but not while drivingAndrew Krzmarzick: Well be posting a transcript of this chat shortly in the SAP group, so we can keepthe conversation going.Andreas Muno: Thank you, Andrew, for giving us the opportunity.Andrew Krzmarzick: I conducted this whole chat while driving Opps. Dont tell our friends at NTSBAndreas Muno: ...on the motorcycleNeil Hooper: busted! Thanks very much for the sessionAndrew Krzmarzick: Thank you, Neil and Andreas! [Type the company address] Page 6