Ken Moule – Chief Technical Officer

Enterprise Mobility Planning for success by understanding the stakeholders Paper delivered at the Government Mobility and App Solution Conference Melbourne - May 21 to 22 nd 2014

The Changing face of Business Mobility General Public Out-of-office Managers Spread sheets, word processors Generally IT and application savvy Small user numbers Road warrior laptops 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

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 Electronic in the office Paper in the field Current State of Play

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

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

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

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

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 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 Then Now Issue Time sapping manual workflows Issue Time sapping manual workflows

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

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

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 Download instructions.. Auto upload completion details Wireless Data (sometimes connected) Field Crew Stakeholder Benefit Wireless data saves visits to the office Stakeholder Benefit Wireless data saves visits to the office

Sometimes Connected Field Crew 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 Stakeholder Benefit On line-off line capability with maps and data held on the device lets crews can work outside mobile coverage Wireless data black spots near Melbourne

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

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

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

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

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

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

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