Ken Moule – Chief Technical Officer

1. Ken Moule – Chief Technical Officer

2. Enterprise Mobility Planning for success by understanding the stakeholders Ken Moule – Chief Technical Officer Paper delivered at the Government Mobility and App Solution Conference Melbourne - May 21 to 22nd 2014

3. The Changing face of Business Mobility Spread sheets, word processors Generally IT and application savvy Small user numbers Road warrior laptops Out-of-office Managers General Public Managed information access Limited functions Very large user numbers Web Sites Apps Field Services Crews Structured work environment Single focus systems Large user numbers Very mobile and remote Tablets and phones

4. Field Services Crews Application Areas Asset Inspectors Maintenance Workers Legislative Compliance Community Workers Safety Inspectors Contractor Audits Typical Operations Swimming Pool Fences Environmental Inspections Dog Licenses Playground Equipment Safety Checks Barbeque Maintenance Tree Safety Road Defects Footpath Safety Current State of Play Electronic in the office Paper in the field

5. The Changing World Drivers Relentless march for cost savings and efficiency We need to be seen as moving with the times Game Changers Mobile Device Savvy Public Greater understanding of Maps and GPS Wireless Services New Devices Impediments Resistance to hange Older generation managers IT department innovation fatigue Sunk cost of Asset System Investments Technology and work process understanding

6. Business Stakeholders Who gives a damn and what do they care about Mayors and Councillors Keep the public happy Chief Executive Officer Best practice and get the job done IT Manager Keep it simple – keep it running Business Unit Manager Budgets and Outcomes Supervisors Deliver instructions – monitor works Field Crews Tell me what to do and help me get on with it

7. My Perfect World Help Me With Field Crews Easily locate work sites Clear instructions Move on quickly Map based tasking Single focus IT systems Simplified data entry Get it done Wireless data Automated data updates Supervisor Simplified Dispatch Timely updates Herd the Cats Business Unit Manager Streamlined Operations Throughput Electronic Records Simplified Reporting Productivity Efficiency Accountability Satisfy the Bosses Electronic Data On the spot validation Common software across departments Reliable managed service Configurable off-the-shelf Clean Data Simplicity Consistency IT Manager Keep it Running

8. Customer Ride Along Log Business Case Time saving per crew day x crew cost per day x no of crews = $ Per annum saving - Project costs Issue Time is money – what it really costs

9. Then Now • Field Crew • Download electronic instructions • Drive straight to first work site • Do and document the works • Drive straight to next work site • Do and document the works • .. • .. • .. • Field Crew • Arrive at Depot • Go to office and pick up instructions • Locate the first worksite • Do the work • Locate the second worksite • Do the work • Return to depot • Fill out the paper work • Deliver paper work to office • Go Home • Support Staff • Pick up paper work • Enter into computer • Check details with field crew Issue Time sapping manual workflows Field Crew

10. Maps Navigate to the worksite Positively identify worksite Issue Street Addresses are not enough - many trees and facilities share the same address (the address of the park) Field Crew

11. Electronic Forms Read paper form Mark site on UBD .. .. Fill out paper work Call work crew to correct errors and omissions Enter details at field site On-the-spot data validation Stakeholder Benefit Map linked forms get the job done more easily Field Crew

12. Drive to depot Go to office and pick up paper work (have coffee, chat to co-workers) Return to vehicle .. .. Return to depot Fill out paper Take to office Wireless Data (sometimes connected) Download instructions .. .. Auto upload completion details Stakeholder Benefit Wireless data saves visits to the office Field Crew

13. Wireless data black spots near Melbourne Sometimes Connected Resilience to ensure robust service delivery in the face of intermittent connectivity Stakeholder Benefit On line-off line capability with maps and data held on the device lets crews can work outside mobile coverage Field Crew

14. Assign tasks Print work orders Track assignment Paperless Tasking Electronic assignment and dispatch Automated record keeping Stakeholder Benefit No more lost paper forms. A central registry of who is doing what… Supervisor

15. Status updates Service status queries Sort through papers Phone to re-assign Fully informed Speed of Command Stakeholder Benefit Continually updated registry of work status to respond to queries Supervisor

16. Synchronisation Network Centric Management Stakeholder Benefit Empower sympathetic local decision making by keeping everyone updated on what is going on Supervisor

17. Electronic Records Budget Worries Reporting Overhead Quality Control Concerns Work Progress Documentation Automated KPI tracking Productivity and Accountability Stakeholder Benefit Let it all happen with a minimum of fuss… Business Unit Manager

18. Standardised Operation Too much Software Confused Processes Security Concerns Dirty Data Corporate Implementation Standard Operating Environment Robust COTS with SaaS Data Services Validated Electronic Data Standard Interfaces Stakeholder Benefit Standardisation and automation reduce the work load IT Manager

19. Keys to a Successful Project Business Outcomes Politicians and Managers Citizens and Customers Shareholders and Voters Supervisors Field Staff Back-end services Whole of Business Approach Empowering Business Outcomes

20. Keys to a Successful Project • Understanding stakeholder needs • Understanding the working environment • Addressing the main pain points • Structurally correct business workflow • Project Evangelist • Management Support • Stay the course Empathy Analysis Business Case Perseverance

21. WWW.globalgbm.com