mLife 2009 www.m4life.org

1. Modern Government and
Mobility
Eduardo Fernandez
Managing Director
Research In Motion
September, 2009

3. Pervasive Networking Extends The Internet....
...And Allows Insight Into All Parts Of A Firm’s Business
Things
Consumer items
Pallets and cases
Home appliances
People Vehicles
Machinery
Vehicles People
Handheld devices
Computers
7
9 10
8 10
10 10
11 10
12
10
10

4. Type 1. Providing People With Portable
Offices
• Integrating fixed and mobile voice in one
device
• Enabling access to email and calendar from
the road
• Supporting mobile applications like CRM,
inventory management and field service

5. Type 2: Connecting With Things
• Using GPS and wireless for asset
tracking and route optimization
• Adding tags to identify assets
• Using sensors to monitor asset condition
Caterpillar Minestar

6. Type 3. Enabling Machine To Machine
Communications To Provide Analytics
• Thousands of machines are
wirelessly connected
• Machines report their status
• A scheduler application sends work
orders to handhelds based on
engineers’ availability and location
Remote diagnostics
Dynamic scheduling

7. Agenda
• Firms are embracing mobility to
meet business challenges.
• Building your business’ mobile
strategy
• Trends that will help shape the
future of business mobility

8. Vertical Markets IT Spending
Outlook
Western Europe IT Spending by Vertical, 2009
3%
Healthcare
$ Million
2%
1%
Business Services Government
% Growth 2009/2008
Utilities
0%
Manufacturing
-1% ACM Education
Communications Average Growth
(excl. Home) =
-2% -1.8%
Retail/Wholesale
-3% Other
Transport
-4%
-5%
Financial Services
-6%
Size of bubble represents relative size of opportunity
Relative Size of Spending, 2009
(Manufacturing = 100)
8
Source: IDC European Vertical Markets Program, Q1 2009 EVM Pivot (June 2009)

9. Prioritizing Business Initiatives in
Western European Companies
Q. On a scale from 1 to 5 Customer Care/ Customer Service
(1 "Not at all important", Enhancement
5 "Most important"), Sensitive Data Privacy/ Payment
could you rank the Transaction Protection
following business IT Organization Responsiveness &
initiatives in terms of Efficiency Improvement
how much they are Business Performance Monitoring
leading your company's
business agenda for the Sales Productivity/ Performance
next 12 months? Improvement
Energy Efficiency
Efficiency Sourcing & Procurement
Supply Chain Efficiency
Total Human Resource Management
Improvement
Marketing Effectiveness
Improvement
Store/ Branch Office Performance
Compliance
Environmental/ Green Considerations
Workforce Mobility
Product Innovation
2.5 2.6 2.7 2.8 2.9 3 3.1 3.2 3.3
(m ean score) Implementation of a New Business
Model
9
Source: IDC European Vertical Markets Survey, April 2009; N = 1898

10. Top 3 Business Initiatives by
Vertical Market
Priority #1 #2 #3
IT Organization
Sensitive data privacy/ Customer care/ customer
Financial Services responsiveness & efficiency
payment transaction protection service enhancement
improvement
Sales productivity/ Customer care/ customer Sensitive data privacy/
Manufacturing
performance improvement service enhancement payment transaction protection
IT Organization
Sensitive data privacy/ Customer care/ customer
Healthcare responsiveness & efficiency
payment transaction protection service enhancement
improvement
IT Organization
Customer care/ customer Sensitive data privacy/
Telecom/Media responsiveness & efficiency
service enhancement payment transaction protection
improvement
Sensitive data privacy/ Customer care/ customer Business performance
Transport
payment transaction protection service enhancement monitoring
Sensitive data privacy/ Efficiency sourcing & Business performance
Utilities
payment transaction protection procurement monitoring
Customer care/ customer Sensitive data privacy/ Sales productivity/
Retail/Wholesale
service enhancement payment transaction protection performance improvement
IT Organization
Customer care/ customer Sensitive data privacy/
Business Services responsiveness & efficiency
service enhancement payment transaction protection
improvement
IT Organization
Customer care/ customer Sensitive data privacy/
10Government service enhancement
responsiveness & efficiency
payment transaction protection
improvement
Source: IDC European Vertical Markets Survey, April 2009; N = 1898

11. Most Urgent IT Improvements to
Better Support Business
Priority #1 #2
Most Important IT organization Improvements Align priorization of IT
Speed and cost of
Financial projects with
regulatory compliance
Q. On a 1 to 5 scale, where 1 = Not at all Urgent and 5 = Extremely Services organization strategy
adaptation
prioritites
Urgent, how urgent would you rate each of the following
improvements to your IT organization to better support your business
Real time monitoring of
Manufacturing Lower costs of IT
business performance
Improved
3.08 security of information and information
Improved
Top 2 by vertical
systems
security of Healthcare
Proven data privacy
protection
Improved security of
information and
information systems
3.06 integrated access to relevant
Improved, information
Improved security of information and information
information/ data Improved, integrated
and Telecom/
Media
Faster ability to adjust
IT systems
access to relevant
3.04 information
information
Improved security of
(mean score)
Transport Lower costs of IT information and
3.02 Improved, information systems
integrated
Improved, integrated access to
Improved security of Improved, integrated
Lower costs of IT supporting
Utilities information and access to relevant
3 access to information systems information
relevant information
relevant
Proven data privacy
Improved, integrated
business systems
Retail/
adjust IT systems
2.98 Lower costs of IT access to relevant
Faster ability to
Wholesale
information information
2.94
protection
systems
2.96 Lower costs of Business
Services
Lower costs of IT
Quality of skills in the
internal IT department
IT services,
2.94 Improved security of
Proven data privacy
11
Total
Note: 16 choices provides, listed the top 5 software Government information and
information systems
protection
Source: IDC European Vertical Markets Survey, April 2009; Nand IT
licences = 1898

12. Main Areas of IT Focus:
Controlling Costs Still a Priority, But…
Main Areas of IT Focus
Q. Which one of the following will best represent your organization's main area of IT focus during
the next 12 months?
ng and/or implementing new
Developing and/or implementing new strategic applications
ategic applications to
ng costs and improving the
nancial justification
Controlling costs and improving the financial justification for continued IT investment
n from older technologies to Migration from older technologies to more modern hardware and/or
re modern hardware an software platform s
Integrating central and end-user resource s into a single
Integrating central and end
enterprise information system
ntracting out IT support and Contracting out IT
management support & management Government
ementing new strategies for Implementing new strategies
ommunications services for communications service s
g out software development Contracting out IT software
activities development activities
Green IT Green IT
12
0% 5% 10% 15% 20% 25%
Source: IDC European Vertical Markets Survey, April 2009; N = 1898

13. IT Solution Priorities by Vertical
Market
Ranking of Top 4 Priorities in Western European Vertical Markets
Q. On a scale of 1 to 5, where 1= not important and 5= very important, please indicate the priority level in your investment for the
following IT solution areas:
Priority #1 #2 #3 #4
Financial Services Security Industry-Specific BI & Analytics Content Managment
Manufacturing Security ERP Content Managment Industry-Specific
Healthcare Security Content Managment Industry-Specific BI & Analytics
Telecom/Media Security Industry-Specific BI & Analytics Content Managment
Collaborative
Transport Security Industry-Specific ERP
Technologies
Utilities Content Managment Industry-Specific Security BI & Analytics
Retail/Wholesale Security Industry-Specific Content Managment BI & Analytics
Collaborative
Business Services Security Industry-Specific Content Managment
Technologies
Government Content Managment Industry-Specific Security BI & Analytics
Total
13 Security Industry-Specific Content Managment BI & Analytics
Source: IDC European Vertical Markets Survey, April 2009; N = 1898

14. IT Solution Priorities by Vertical
Market
Central Government Local Government Healthcare
• Case/Workflow Mgmt • Record/Document Mgmt • Personal Health Records
Public • Patient Mgmt & Accounting Sys
• Budgeting • Waste & Env’t Mgmt
Sector • Record/Document Mgmt • GIS/Cartography • Healthcare Portals
• Citizen Smart Cards/Electronic ID • Medical Imaging/PACS
• GIS/Cartography
Transport Transport Telecoms Media Utilities
Telecoms • Logistics/Freight Mgmt • Packet IP Operational • Airtime Sales • Health, Safety &
• Fleet Mgmt/Vehicle Services • DRM Env’t
Media
Tracking • Voice/Data Portals • Resource Mgmt • ETRM
Utilities • Asset Mgmt & MRO • Dealer Mgmt • Plant Operations
Manufacturing Retail/Wholesale
Manufacturing • Production Scheduling • Inventory/ Warehouse Management
& Distribution • Quality Management • Sourcing, Order Management
• Inventory Planning & Optimization • Merchandise Management
• Sales & Operations Planning
Banking Insurance/Other Finance Professional Services
Financial & • Core Banking • Accounting Reporting & • Data Protection
• ATMs and Kiosks Compliance • Service Level Mgmt
Professional
• Branch Automation • Fraud Prevention and Detection • Industry-specific SW (CAD, legal SW, …)
Services • eBanking • Operational Risk Management • Knowledge Mgmt
14
Source: IDC European Vertical Markets Survey, April 2009; N = 1898

15. Firms are embracing mobility to meet
business challenges
• Wireless network use is
proliferating.
• Devices are widespread.
• Applications are being
mobilized.
• Policy and management issues
are top priorities for firms.

16. WLAN infrastructure inquiries have stabilized, while
applications, devices/licensing models, and mobility
strategy inquiries have increased
Campus wireless/network
Number of inquiries infrastructure
Contracts/pricing/SLAs
100
Mobility strategy/FMC
80
Devices/licensing models
60
Enterprise applications/vertical
applications
40
Mobile operator positioning
20
Overall trends/user
segmentation
0
Security
2002 2003 2004 2005 2006 2007
Other
Source: Forrester Research, Inc.

17. There is prolific use of all types of
wireless networks

18. Adoption Of Dual-Mode Phones By
Industry

19. Devices are widespread and many are
unmanaged
Source: February 2008 North American Forrester/Network World Mobile Operations Online Survey

20. Vertical business processes drive future
application adoption
“Which of the following best describes your company’s adoption of each of the following mobile applications?”
(percent answering “rolling out or partial deployment” or “evaluating or piloting”)
Field service applications Logistics applications Inventory management
Customer-facing applications Sales force applications
0% 30% 60%
Manufacturing (n=96)
Field Service
Retail & wholesale trade (n=39)
! Inventory mgmt
Business services (n=64)
Inventory Mgmt
Media, entertainment, & leisure (n=23)
Customer-facing
Utilities & telecommunications (n=22) Inventory
Mgmt
Finance & insurance (n=47)
Public sector (n=81) Cust.
facing
apps
Base: Mobility decision-makers at North American enterprises
Source: Enterprise Network And Telecommunications Survey, North America And Europe, Q1 2007

21. Email Is The First App To Mobilize, While….
“Which of the following best describes your company’s adoption of each of the following mobile
applications?”
(percent answering “rolling out or partial deployment” or “evaluating or piloting”)
Wireless email or BlackBerry Personalized contacts and calendar Sales force applications
31%
Manufacturing (n=142) 25%
29%
Retail & wholesale trade 37%
32%
(n=60) 27%
25%
Business services (n=91) 24%
20%
Media, entertainment, & 24%
16%
leisure (n=38) 26%
Utilities & 25%
21%
telecommunications (n=28) 11%
32%
Finance & insurance
26%
(n=74) 30%
50%
Public sector (n=105) 37%
11%
Base: Mobility decision-makers at North American and European enterprises
Source: Enterprise Network And Telecommunications Survey, North America And Europe, Q1 2007

22. Firms are embracing mobile
applications

23. Firms are embracing mobile
applications (cont.)

24. Firms begin to find location-based services

25. Firms begin to find location-based
services (cont.)

26. Mobility is top of mind . . . definitively
63% of enterprises are increasing Mobile Data spending and 56% are increasing mobile
voice spending

27. Agenda
• Firms are embracing mobility to meet
business challenges.
• Building your business’ mobile strategy
• Trends that will help shape the future of
business mobility

28. Defining a mobile enterprise policy
A mobile policy:
• Reduces risk
• Defines a clear technical road map in a muddled
technology landscape
• Enables new business processes and efficiencies
Successful mobile policies have three
main elements:
– A mobility framework
– A security policy
– Device management and support

29. A mobility framework establishes
support guidelines
• What types of employees?
• What devices?
• What operating systems?
• What applications?
• How much security?
• How does IT manage?
• Who pays?

30. Steps in defining a companywide mobile
policy
Source: January 17, 2007, “Defining A Mobile Enterprise Policy” Forrester report

31. Security policies minimize mobility
threats
• Establish a baseline of protection
through passwords.
• Provide a way to neutralize the
device if lost or stolen.
• Offer advanced security methods
that adapt to shifts in malware.

32. Device management and support makes
mobility usable
• Set a technical policy based on
business input.
• Develop a process for introducing new
devices and mobile applications.
• Define a process for how devices
should be managed.
• Establish a procurement and servicing
procedure.

33. Key mobile device management
elements
• Security policy (password authentication,
encryption, remote wipe/lock, etc.)
• Device settings management (over-the-air (OTA)
settings provisioning)
• Application management (remote software
distribution and updates, white list/blacklist, silent
installation, etc.)
• Asset management and reporting (hardware and
software inventory, administrative alerts, etc.)
• Central console for remote management (Web-based
console that supports administrator flexibility)
• OTA intelligence, troubleshooting, and support
(scheduled or event-based actions, real-time
monitoring, logging, Web reports for help desk staff,
etc.)
• Device choice (supports multiple operating systems,
devices, and form factors)
• Device recovery (backup and restore of settings,
files, and applications)

34. What to include? Essential elements

35. What to include? Essential elements
(cont.)
Source: August 14, 2006, “Create A Companywide Mobile Policy” Forrester report.

36. Think and plan mobility holistically
Network
Device
Application
Management
Security

37. Today’s device landscape is fragmented

38. Vendor landscape is fragmented today
Specific Mobile Apps CSC
Cap Gemini
Antenna Accenture
Pyxis SIs IBM Global Services
Vaultus
Vettro
Dexterra
Applications
Siebel/Oracle
SAP
Many more vertical apps
IBM WES
Sybase Middleware
IAnywhere
Motorola/Good
Microsoft (Compact .NET) Device/OS Vendors Cisco
RIM (MDS) Aruba
HP
Network Vendors Motorola

39. Management SW is distributed

40. Agenda
• Firms are embracing mobility to meet
business challenges.
• Building your business’ mobile strategy
• Trends that will help shape the future
of business mobility

41. Key mobility trends that will help shape
the future of business mobility
1. Wireless network use will further proliferate with 802.11n,
municipal wireless, and, eventually, WiMAX and LTE.
2. Line-of-business applications will drive the next wave of business
mobility.
3. More than 40% of enterprise PCs will be mobile by the end of
2009.
4. Mobile devices will no longer be optimized for business- or
personal-life only.
5. IT will start to demand more control and security from mobile
device management vendors as their mobile population demands
increased flexibility (Tech Populism).
6. The battle between Apple, Microsoft, Nokia, Palm, and RIM will
come down to user experience, price, and management/security.
7. Enterprises and device manufacturers will try to break free from
carrier control but won’t be successful.
8. Mobile operations will bring together the business, IT, security,
network, application, and help desk operations.
9. Client management and mobile device management will further
evolve into one holistic solution – but is still at least three years
away.
10. Enterprise interest in new mobile form factors will grow as form
factors shrink, battery life improves, and price points decrease.

42. Recommendations
1. Profile mobile user types by job function,
applications used.
2. Standardize as much as possible —
procurement, device, and service plan options.
3. Define responsibilities — mobile users, IT,
security, line-of-business managers.
4. Provide portal for information requests, change
requests.
5. Keep your mobile policy relevant — update
regularly and consider using blogs, wikis, or
podcasts.
6. Assign responsibility for scheduled
refresh/updates.
7. Post the mobile policy on the intranet — and be
sure it’s easy to find and navigate and search
through.

43. The top 10 best practices for managing
your mobile enterprise
1. Have a mobile policy and strategy.
2. Define who gets a device.
3. Register all non-organic devices.
4. Enforce active password entry.
5. Centralize costs.
6. Limit peripheral wireless use.
7. Make usability a key focus for all development.
8. Make business and IT assess new devices and
technologies regularly.
9. Limit support to only two OSes to drive down costs
— but multiple devices.
10. Implement tools to manage and secure devices.

44. Buying behavior is shifting from IT to
business
• IT department reacting from ‘fear’ and
security perspective
• Business opportunity coming from
operations, supply chain, store mgmt
execs
• Mobility is now a joint decision
between IT and business units.....
• .....which means solutions must bridge
IT and BUs

45. Mobility and local
government
Local Government Drivers for
Mobility
Applications for Local Gov’t USE
CASES
Mobility in Action

46. 1 million users and growing
Why?
Platform for Transformational
Government
- Efficiency gains
- Effectiveness gains

47. MOBILITY IN LOCAL GOVERNMENT
UK EXAMPLE
51% of Local Governments are undertaking
some form of mobile working
37% of Local Governments are planning to
introduce some form of mobile working
12% of Local Governments are were yet to
be convinced
• 2006 Project NOMAD Survey

48. BUSINESS DRIVERS
Highly mobile workforce and client base
• Mobile workers often are the slow link in the processes.
• Movement towards flexible working.
Public services centred on citizens and businesses
• Increased requirement for service delivery in the community.
• Need for service professionals to spend more time with more clients.
Organisations sharing services and systems
• Need for more effective cross agency communication.
• Expectations for continuous communication
Professional delivery
• Need for tools to ensure informed decision making .
• Growing expectations for service delivery in minimum transactions.
Economics
• Reduced Staffing
• Reduced Budgets

49. TECHNICAL DRIVERS
Evolution of Technology
• Improvements in device performance and functionality
• Need to keep speed with how citizens transact with the
private sector
• Proliferation of high speed wireless networks
• Availability of mobility-aware applications

50. LOCAL GOV’T
MOBILITY IN ACTION

51. MOBILITY CASE STUDIES
• BlackBerry is helping to transform the way that
Public Sector organisations serve the public
• Some examples:
– Police
– Emergency Response
– Health
– Local Government
– Defence

52. POLICE
WEST YORKSHIRE POLICE
Challenge
• Increase visible police presence on the street by
enabling crime reporting and work on prosecution files
to take place out of the station, on the move.
Solution
BlackBerry handhelds, BlackBerry Enterprise Server,
MDS, In-house development.
Benefits
 Improved police presence
 Increased officer productivity
 Single mobile device for data and voice
 Low training requirements
 Increased effectiveness and efficiency
 ROI after 6 Months.

53. EMERGENCY RESPONSE
CAMBRIDGESHIRE COUNTY COUNCIL
Challenge
• Provide ambulance crews with mobile access
to social care system (SWIFT by Anite)
• Improve client care
Solution
BlackBerry Handheld, BlackBerry Enterprise
Server, Third Party Custom Application.
Benefits
Interface offers only the required information
Real time information to the front line
Services Improvement
Cost savings per call

54. HEALTHCARE
ADDENBROOKE’S HOSPITAL
Challenge
• Immediate access to the latest patient records,
whether on-site or out on call.
• Respond rapidly to donor alerts that usually come
without warning, often while intended recipient is
being treated as an out-patient.
Solution
BlackBerry Handheld, BlackBerry Enterprise Server,
MDS, In-house development.
Benefits
 Service improvement to transplant patients
 Mobile data access delivers greater efficiencies
 Single mobile device for data and voice
 Simple to administer, low training requirement

55. LOCAL GOVERNMENT
CITY OF BONN, ORDNUNGSAMT
Challenge
Increase working time of Traffic Wardens on street,
print tickets, have access to all data at any time and
reduce data processing time .
Solution
BlackBerry handhelds, BlackBerry Enterprise Server,
Java, bluetooth printers, RIM Partner Solution.
Benefits
 Direct online information transfer
 Data verification immediately
 Single mobile device for data, voice, photographs
 Reduces cost of postage
 Increased effectiveness and efficiency
 ROI after 10 Months.

56. LOCAL GOVERNMENT
RB OF WINDSOR & MAIDENHEAD
Challenge
• Enforcement of new Licensing laws.
• Growth from 120 to 680 Licensed premises.
• Investigate disturbances and complaints in
conjunction with Thames Valley Police.
Solution
BlackBerry Handheld, BlackBerry Enterprise Server,
MDS, Appswing.
Benefits
 More calls per shift.
 Flexibility to investigate immediate requests.
 Increased worker safety – discreet investigation.
 Greater collaboration with Police.
Future
 Integrating Taxi and Gambling license
Enforcement, granting Police access.

57. LOCAL GOVERNMENT
GATESHEAD METROPOLITAN BC
Challenge
• Capture and submit accounts and statements from
victims and perpetrators of domestic violence
• Cross reference with police reports to make
informed decisions on the case in real time
Solution
BlackBerry Handhelds, BlackBerry Enterprise Server,
MDS, In-house development.
“In ICT we could see
Benefits that BlackBerry was the
 Timely engagement with other departmental services perfect mobile platform
for many of our most
 File accurate real time data to drive efficient decision valuable online
making services”
 Discreet device, improved worker safety
 Simple deployment and minimal training

58. DEFENCE
Used by Military organisations around the globe
including:-
– UK MoD
– Dutch Military
– NATO
– US Department of Defence
– Canadian Military
– Australian Military
– New Zealand Military

59. Thanks for your attention