This document discusses managing a mobile workforce. It begins with statistics showing the growth of mobile workers and their importance. It then covers the lifecycle of a mobile employee including onboarding, career path, and success factors. Challenges of a mobile workforce like communication and technology are addressed. The benefits of mobile applications for tasks like expense reporting and a sample employee day are reviewed. Key takeaways are that mobile access improves productivity, visibility, and flexibility while reducing costs.

1. Going Mobile:
Managing a Diverse and
Dispersed Workforce
Jim Durso
WP05
08/30/2010
1:30PM - 2:30PM
Workforce Planning

2. Agenda
• Mobile Workforce Statistics and Trends
• Mobile Worker Lifecycle
• Types of Workforce Employees
• On-Boarding
• Assimilation
• Career Path
• Long-Term Success
• Mobile Workforce
• Mobile Worker Profile
• Manager Profile
• Business Advantages and Challenges
• Technology Challenges
• Workforce and Expense Mobile Applications
• Day in the Life of a Mobile Worker
• Key Factors
• Technical Mobile Advantages

3. Mobile Workforce
Statistics and Trends

4. Mobile Workforce Statistics
• Business travelers are by nature a mobile workforce
• On average, mobile workers account for 35% of staff.
• Mobile workers spend an average of 20% of their work week
traveling or away from their main place of work.
Source: Gartner – User Survey Analysis: Mobile Enterprise, 2007
• Dramatic Growth
• IDC estimates the mobile workforce is growing by 15% annually
• The number of mobile workers accessing enterprise systems
worldwide will top the 1 billion mark this year on the way to
• 1.2 billion by 2013, or more than a third of the world’s workforce
• The U.S. will remain the most highly concentrated market for
mobile workers with 75.5 percent of the workforce, or 119.7
million workers in 2013, up from 72.2 percent in 2008

5. Mobile Workforce Statistics
• The number of mobile workers that perform
business functions in non work environments is
high.
• Ipsos-Reid reports that 92% of knowledge workers perform
work related communications in non-work environments.
• There is a growing trend to provide mobile access
to key business systems to increase productivity.
• Ipso-Reid studies show that BlackBerry smartphone users can
turn 53 minutes of downtime into productive work time each
day increasing overall productivity by nearly 30%.

6. Mobile Workforce Trends
• Organizations are focused on projects that
increase productivity and decrease costs.
– Mobility is 2nd only to security for CIO spending priorities.
• While organizations look to increase mobile
access, they are also concerned about security
and minimizing risk.

7. Mobile Workforce Trends
• For the white collar mobile worker, the BlackBerry
platform has become the corporate standard in
North America.
• BlackBerry subscriptions increased in the third quarter of fiscal
2009 by 2.6M to over 21 million total subscriber accounts.
Source: RIM’s Second Quarter Results announced on December 18, 2008
• Increase in acceptance of iPhone, iPad and Android
devices
• More and more organizations are adopting mobile
technology for their blue collar workers.

8. Mobile Workforce Trends
• Aberdeen Group surveyed companies that had mobile
field-service systems reported
– an average improvement in worker productivity of 27 percent
– a 19 percent increase in customer satisfaction and retention
– a 17 percent improvement in overall profitability
– a 13 percent increase in service revenue
Source: “The Location-Based Mobile Field-Service Benchmark report,” October 2006
• The survey also found that the underlying key to
success is easy to use applications that provide timely
access to data to improve decision-making, enhance
collaboration and expand the reach of communications.

9. Mobile Worker Lifecycle

10. Types of Workforce Employees
Mobile Stationary
At Home
Worker

11. Mobile Worker Lifecycle
Gain
Confidence
Mutual Prove
Loyalty Commitment
Shared
Trust

12. On-site
movers
Carriers Mobile Yo-Yo’s
Workforce
Employee
Types
Nomads Pendulums

13. Stimulation
Seeker
Disciplined Curious
Achiever Explorer
Independent
Tough
Decision
Survivor
Maker

14. Mobile Workforce

15. Mobile Worker Skills
Communicate Achievement Planning and Flexibility and Relationship
and results Organization Adaptability Builder
•In touch with orientated
networks •Higher level of •Cope with changing
planning skills environments, •Need to build
•Less Support and successful internal
•Multiple teams monitoring locations and
situations and external
•Ability to change relationships
•Bridge gaps •Higher degree of plans
self-motivation •Ability to build trust
•Variety on mediums •Make contingency •Independent
plans problem solvers
•High level of
transparency
•Satisfaction
Focus
•Ability to spend
time at multiple
sites and clients

16. Manager Profile
Don’t Understand and
Don’t Results
Micro-manage Recognize Their
Micro-Manage Orientated
World
Excellent
Motivator
Communicator
Manage
Empathetic Team Builder Different People
Differently

17. Business Advantages
Improved
Communicate on Easy Access to
Technology and
the Move Content
Devices
Supports
Increased Complete Tasks
Personal
Productivity in Less Time
Communication
More Productive
Enhanced Ability Pervasive Digital
Than Tethered
to Compete Information
Workers

18. Business Challenges
Stringent Detailed
Isolationism Employee Training
Review Process Programs
Documented
Network
Job Security Expectations
Security
and Guidelines
Define and Defined
Work and Home
Control Success Monitoring
Life Balance
Factors Process
Build Clear Strong Standardized
Communication Company Focus Policies and
Process and Culture Compliance

19. Technology Challenges
Access to
Network Security Business Critical
Applications
Integration of
Data Security Multiple Personal
Mobile Devices
Integrated
Device Security Communications
Tools

20. Workforce and Expense
Mobile Applications

21. Mobile Applications - Key Factors
Device Independent Anytime, Anywhere
BlackBerry Win Mobile iPhone Symbian
Android Windows/Apple Palm
iPad
Laptops
Full Manager and
Store and Forward
Employee Functions

22. Technical Application Advantages
50% Better Application Reduce Data Consumption
Performance by up to 93%
20.0
15.0
10.0
5.0
0.0
TIME
75-93%
Data Consumption Reduction
Data Consumption w/ mobiScaler
Extends Battery
Enterprise Class
Life by 40-50%
Security
Applications and data on the device
are rendered inaccessible –
indefinitely - until a new lease key is
electronically issued. Securing your
data even if the radio signal is off.

23. A Day in the Life of a Mobile Worker
Before going to the airport:
7/29
Reviews Travel Checks Weather
Booking

24. A Day in the Life of a Mobile Worker
Before going to the airport:
Secure Log In Clock On

25. A Day in the Life of a Mobile Worker
In the airport before going to the client meeting:
Checks Email, Reviews Deal
Tasks, Calendar Closing Dashboard

26. A Day in the Life of a Mobile Worker
In a cab from the airport to the client meeting:
Enter Cost Center Select Position

27. A Day in the Life of a Mobile Worker
In a cab from the airport to the client meeting:
Select Cost Center/Position Reviews CRM Notes
on Client

28. A Day in the Life of a Mobile Worker
After getting out of the cab:
Jul 29, 2010
Jul 1, 2010
Jul 30, 2010
Creates New Expense Adds Taxi Expense
Report

29. A Day in the Life of a Mobile Worker
During meeting with client and once it’s over:
Checks order status and Cost Center Position Off
enters new order

30. A Day in the Life of a Mobile Worker
After client meeting and that night:
Jul 29, 2010 Jul 29, 2010
Adds another taxi Adds client entertainment
expense expense

31. A Day in the Life of a Mobile Worker
After client meeting and that night:
7/29/2010
7/29/2010
7/28/2010
7/29/2010
Adds another taxi Orders car service to
expense the airport

32. A Day in the Life of a Mobile Worker
At Hotel room:
Checks Email, Log off
Tasks, Calendar

33. A Day in the Life of a Mobile Worker
Next day before client meeting:
Log In Clock On Enter Cost Select Position Select CCP
Center

34. A Day in the Life of a Mobile Worker
After meetings the next day:
Cost Center Position Off Checks flight status

35. A Day in the Life of a Mobile Worker
After meetings the next day:
Checks in for the Checks Email,
United flight Tasks, Calendar

36. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Confirms Order Searches Company
Status Directory

37. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Jul 30, 2010
7/5/2010
7/1/2010 7/1/2010
7/2/2010 7/2/2010
7/2/2010 7/2/2010
7/3/2010 7/3/2010
7/1/2010 7/1/2010
7/4/2010 7/4/2010
7/6/2010 7/6/2010
7/5/2010 7/5/2010
7/7/2010 7/7/2010
7/5/2010 7/5/2010
7/6/2010 7/6/2010
Adds Mileage and Adds Corporate
Other Cash Expenses Card Expenses

38. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
7/29/2010 7/30/2010 8/1/…
7/29/2010
7/28/2010
7/29/2010
7/29/2010
7/30/2010
7/1/2010
7/6/2010
Completes Expense Uploads Expense
Reports Report

39. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Completes Expense Uploads Expense
Reports Report

40. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Reviews Reports Approves a Report
Awaiting Approval

41. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
7/5/2010
7/5/2010
Rejects a Report Approves an
Expense Report

42. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Select Schedule Review Schedule

43. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Absence Request Select Absence

44. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Absence Approval Log off

45. A Day in the Life of a Mobile Worker
At the airport while waiting for the flight:
Checks Facebook

46. Key Facts
• Deploying critical business applications to a mobile
platform will:
• Bring enterprise applications to the mobile workforce.
• Increase productivity to focus on core tasks.
• Increase visibility and timeliness of business activity and
transactions.
• Mitigates the risk of employees traveling with laptops.
• Offer opportunities to provide greater flexibility to an
organization’s workforce, providing greater employee
satisfaction and increased retention rates of skilled labor.

47. The Necessary Evil’s
Workforce Management and Business travel are essential
functions and costs of business for organizations.
Time and Labor, Travel booking and Expense reporting
are by products of deploying a Mobile workforce – no one
wants to do but it has to be done.
Enabling key business applications can ease the burden
and produce significant productivity and efficiency gains
for your business travelers and significant cost savings
for your organization.

48. Thank You
Going Mobile - References
Cisco Systems, Inc. -
Managing a Diverse and Understanding and Managing the
Mobile Workforce July 2007
Dispersed Workforce Top Tips for Managing a Mobile
Workforce July 2008
Mobile Workforce Management
Solutions 2010
Managing the Mobile Workforce
July 2007
Gartner – User Survey Analysis:
Jim Durso, Senior Account Mobile Enterprise, 2007
RIM’s Second Quarter Results
Executive announced on December 18, 2008
Ipsos-Reid - Analyzing the Return
CyberShift Inc. On Investment of a BlackBerry
Deployment, 2007
(973) 364-0480 x3217 Aberdeen Group - The Location-
Based Mobile Field-Service
jdurso@cybershift.com Benchmark report October 2006
IDC - Mobile Workers Will Pass 1
www.cybershift.com Billion February 2010