IDATE November 24, 2004

1. Mobile Office and Enterprise Applications: A changing landscape Nick Leon Director of Business Development, IBM Global Services, EMEA IDATE November 24, 2004

2. Alignment of business, social and technological imperatives is driving accelerated take up of mobile data services in the enterprise • Smart Phones/Laptops • Work Patterns • Social Acceptance • Business Flexibility

3. Office Solutions Enterprise Process Solutions Business Process- Enhancing Solutions • Alerts • Messaging (SMS, MMS) • Instant Messaging • Personal Information Management (PIM) - E-mail and Calendaring &and Directory Access • Unified Messaging • Chat • Internet Access • Location - where is my nearest? How do I get from A to • Mobile Field Force • Mobile Field Sales • Mobile Asset/Plant Management • Wireless Warehouse Management • Clinical Drug Trials • Insurance Claims • Mobile e-Learning • Fleet Management • Remote Monitoring & Diagnostics • Examples include: • Mobile Field Force • Mobile Field Sales • Mobile Asset/Plant Management/Tracking • Clinical Drug Trials • Mobile Claims Tracking • Mobile e-Learning • Fleet Management Communications-enabling solutions Enterprise want high quality office solutions…..but seek to complement these with business-focused solutions which have a clear ROI

4. Mobile Enterprise Proposition:Enterprises are extending horizontal applications with industry vertical solutions, plus need access to core applications, anytime - anywhere

5. Scale of Opportunity and its evolution • Industry vertical or horizontal solutions delivering industry specific benefits are growing swiftly • Business Process based solutions are overtaking mobile office • Differentiation demands • Ease of deployment • Ease of use • Clear ROI • Integration within the Enterprise environment • Demonstrable Security andManagementCapable sales channels Source: IBM study 2004

6. Business/ Personal User Horizontal Services Networks Devices Vertical Services xDSL Office Mobile Handsets Voice • Push/ pull information (eg stock quotes, maps) • Infotainment Infotainment GSM Vehicle/ Walking • Customer care & support • Field Service Automation • Sales Force Automation Smart Phones Messaging (SMS/ MMS) CRM/ Front-office GPRS and 3G Wireless LAN Airport/ Hotel • ERP • Supply Chain Mgt (eg inventory & order mgt) PDAs Intranet Access (VPN) ERP/ SCM Cable Home Laptops Mobile Office (Email/ PIM/ MS Office) • Asset monitoring (eg logistics) • People monitoring PSTN/ ISDN M2M Service Uniqueness & Complexity • More complex applications, such as vertical applications in the business segment, will require seamless GPRS 3G and WLAN roaming Key Features • Integration of personal & work dynamics • Multi-access network • Multi-device ConvergenceIncreasingly customers seek user-friendly access to any service, using the most appropriate device and bearer

7. IBM Study of its own 3G deployment • 66% took less than 1 hr to setup • 75% overall satisfaction • 11 additional hours per week connected • 3 additional hours per week with customers • 14 additional hours per week projected usage in the future

8. Field Force : Ricoh from 2.5G to 3G Challenge • Allow field technicians to effectively manage servicing customers using the GPRS network. • Eliminate unacceptable response times and allow real-time access to maintenance records. Solution • IBM Mobile Technology Services solution including: • IBM WebSphere Transcoding Publisher • IBM WebSphere Application Server • Nokia 9500 Communicator and follow ons Business Benefits • Boosts dispatcher productivity by 40% and delivered cash payback within one year of implementation. • Increases the number of customer engagements by technicians, resulting in 10 to 15% ROI. • Enhances customer satisfaction by speeding response times. …………3G will transform the application with rapid download of technical plansand upload of images to confirm completion

9. Competitive markets are eroding the margins on motor insurance • Current underwriting models are based substantially on “average risk” • Telematics offers a new approach to charging for insurance based on actual usage and better matched to risk Telematics have enabled a New Model for Vehicle Insurance Aviva – CGNU “Pay as You Drive” • UK’s largest motor insurer are running a business pilot to record journeys of 5,000 private vehicles over 18-24 month period • The service will record: • Position, Speed & Direction • Logged every second of every journey • Enriched with map information • Information processed by customer systems • Enable Aviva to determine ‘Factor X’ for insurance risk and produce a dynamic ‘on-demand’ premium

10. The handheld device together with its operating system. Mobile Device and Device O/S Reduced Costs The end user solution, Office, ERP, CRM, Sales and Field Force Automation. Enterprise Applications & Services Product & Service Differentiation Business and Systems Integration Wireless-Enabled Enterprise Platform for the delivery of business functionality to the handheld device Service Delivery Platform New Business & Models Providing the connectivity and, depending upon the operator, various levels of functionality. Mobile/Wireless Network Infrastructure Customers require our industry to team Together we must integrate all the different components to deliver value to the enterprise Customer Value

11. Summary • Enterprises are the key customers – seeking business value and demonstrable ROI • They will obtain the applications from Mobile Service Providers and System Integrators or in partnership • Applications/Solutions will be increasingly be delivered “On Demand” • PWLAN & 3G (and future technologies) must and will operate in concert • The winners will deliver “Mobile Data Services” across multiple technologies – fast to deploy, easy to use, secure in integration • Seamless Network Roaming will be essential • A capable sales channel

12. Thank You

13. Examples of new services using 3G enabled technologies Information Integration: Capture, extraction, interpretation and integration of images/music and other unstructured with partner databases to deliver new consumer infotainment and enterprise solutions Active Phonebooks: Integrates presence, awareness, the users activities and preference to provide information and services • Anywhere, anytime – get in touch the right way – IM, SMS, Voice, email or call Multi-modal Interfaces for User services: incorporates natural language understanding and IVR, mixed initiative dialog, concatenative text to speech, • Match the form of interaction to the context and with one simple query search forums, internal databases, search engines even people Multi-Player Games: voice and collaborative features, using IM and Grid computing to enhance the experience of online gamers: • Inter-player communication, from mere awareness to presence in game-rooms, tournaments, using voice-effects while chatting with friends or opponents • Communication with the games, and activation of game features by voice • Use of Grid to ensure massive scalability Secure Device and Services: Biometric Voice Recognition – integrated Finger Print Reader and Device as PKI Client: • Secure identity management and transaction management that enables much higher value transactions that can be risked using only the SIM Play that one. Delete these. Show the calendar.