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

2. IDATE: November 2004 © 2004 IBM Corporation Page 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. IDATE: November 2004 © 2004 IBM Corporation Page 3 Enterprise want high quality office solutions…..but seek to complement these with business-focused solutions which have a clear ROI  Examples include:  Mobile Field Force  Mobile Field Sales  Mobile Asset/Plant Management/Tracking  Clinical Drug Trials  Mobile Claims Tracking  Mobile e-Learning  Fleet Management Business Process- Enhancing Solutions Enterprise Process Solutions  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 Communications- enabling solutions Office 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

4. IDATE: November 2004 © 2004 IBM Corporation Page 4 Mobile Enterprise Proposition: Enterprises are extending horizontal applications with industry vertical solutions, plus need access to core applications, anytime - anywhere

5. IDATE: November 2004 © 2004 IBM Corporation Page 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 and Management Capable sales channels Source: IBM study 2004

6. IDATE: November 2004 © 2004 IBM Corporation Page 6 Convergence Increasingly customers seek user-friendly access to any service, using the most appropriate device and bearer Devices Smart Phones PDAs Mobile Handsets Laptops Networks GPRS and 3G Wireless LAN Cable xDSL PSTN/ ISDN GSM Home Airport/ Hotel Office Vehicle/ Walking Business/ Personal User Horizontal Services Horizontal Services Messaging (SMS/ MMS) Voice Infotainment Push/ pull information (eg stock quotes, maps) Infotainment Customer care & support Field Service Automation Sales Force Automation CRM/ Front-office ERP Supply Chain Mgt (eg inventory & order mgt) ERP/ SCM Asset monitoring (eg logistics) People monitoring M2M Vertical Services Intranet Access ( VPN) Service Uniqueness & Complexity Mobile Office (Email/ PIM/ MS Office) Key Features ● Integration of personal & work dynamics ● Multi-access network ● Multi-device ● More complex applications, such as vertical applications in the business segment, will require seamless GPRS 3G and WLAN roaming

7. IDATE: November 2004 © 2004 IBM Corporation Page 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. IDATE: November 2004 © 2004 IBM Corporation Page 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 plans and upload of images to confirm completion

9. IDATE: November 2004 © 2004 IBM Corporation Page 9 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 Telematics have enabled a New Model for Vehicle Insurance  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

10. IDATE: November 2004 © 2004 IBM Corporation Page 10 Customers require our industry to team Together we must integrate all the different components to deliver value to the enterprise Service Delivery Platform Platform for the delivery of business functionality to the handheld device Mobile Device and Device O/S The handheld device together with its operating system. Enterprise Applications & Services The end user solution, Office, ERP, CRM, Sales and Field Force Automation. Mobile/Wireless Network Infrastructure Providing the connectivity and, depending upon the operator, various levels of functionality. Wireless- Enabled Enterprise Reduced Costs Product & Service Differentiation New Business & Models Business and Systems Integration Customer Value

11. IDATE: November 2004 © 2004 IBM Corporation Page 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. IBM Corporation Thank You

13. IDATE: November 2004 © 2004 IBM Corporation Page 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.