© 2014 IBM Corporation

CUST108: BYOD Do´s and Don´ts – IBM Notes Traveler experience at Brazilian Development Bank (BNDES) Rogerio Melo, BNDES

Agenda

BNDES – Brazilian Development Bank

BYOD and IT Consumerization: Some facts

IBM Notes Traveler: Hitting the road at BNDES

Notes Traveler end-user feedback at BNDES

Do´s and Don´ts based on our experience

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BNDES – Brazilian Development Bank BNDES Highlights

Founded on June 20th, 1952

100% state-owned company under private law

Key instrument for implementation of Federal Government’s industrial and infrastructure policies

Main provider of long-term financing in Brazil

Emphasis on financing investment projects

Support to micro, small and medium-sized companies

Support to Export and Internationalization of Brazilian companies

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BNDES – Brazilian Development Bank BNDES Time Line

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BNDES – Brazilian Development Bank BNDES Mission, Vision and Values

Mission – To foster sustainable and competitive development in the Brazilian economy,

generating employment, while reducing social and regional inequalities.

Vision – To be the development bank of Brazil, innovative, outstanding and to proactively tackle

the current and relevant changes of our society.

Values – Commitment to the country´s development, ethics, public spirit and excellence.

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BNDES – Brazilian Development Bank BNDES Headquarters and Offices

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BNDES – Brazilian Development Bank An example of recent BNDES growth: Disbursements

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BYOD and IT Consumerization: Some facts

BYOD and IT Consumerization: Some facts Facts and Forecasts

BYOD – Bring Your Own Device – It´s the use of personal computing technologies at the workplace

IT Consumerization

– It´s the specific impact that customer-originated technologies can have on enterprises (Gartner)

– Brazilian scenario: 97% of employees use at least one mobile device in company Main concerns of IT executives (Wakefield Research,2011):

– Security Risks (70% - Brazil X 66% - World) – No managed data (30% - Brazil X 37% - World)

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BYOD and IT Consumerization: Some facts Facts and Forecasts

2011 (Brasil): 19M active smartphones (Nielsen,2011)

2012: 645M smartphones all around the world (40% more than 2011)

August 2013: Smartphones sales greater than regular cell phones in Brazil

It´s necessary to choose a management model for mobile devices (Gartner, 2011)

– Security, costs and QoS need to be guaranteed – User Satisfaction (avoiding corporate risk exposure) – Innovation (user engagement) – No Device Mobility (personal e-mail)

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IBM Notes Traveler: Hitting the road at BNDES

IBM Notes Traveler: Hitting the road at BNDES Notes Traveler overview

Straightforward installation Seamless integration with your Lotus Notes Domino environment

Very reliable and stable product

Shows users and devices information (device name, OS type, last sync)

Allows policy settings per OS device (iOS, Android, etc)

Allows device control (suspend, wipe entire device or just email data)

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IBM Notes Traveler: Hitting the road at BNDES Notes Traveler overview

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IBM Notes Traveler: Hitting the road at BNDES Notes Traveler overview

IBM Notes Traveler: Hitting the road at BNDES Implementation challenges

How to support a personal device?

How to provide secure access to corporate e-mail?

How to deal with stolen/robbed devices?

How to permit access to the service only for users that accept the Terms of Use?

How to deal with lots of user requests at service launch?

How to test device OS versions and generate user manuals for different device types?

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IBM Notes Traveler: Hitting the road at BNDES Project guidelines to face identified challenges

User manuals and FAQs will be provided. No personal device support via Service Desk. Eventual end-user inquiries would be sent by email and answered on a best effort basis.

Terms of use stating that Password enforcement would be set with device wipe after 10 times wrong. Policies configured to store messages on the device only for a specific amount of days.

Terms of use stating that end-user is responsible to wipe his device and optionally use the on call IT team to do this task in case of stolen/robbed device

Process flow established so the user could subscribe the service and, only after receive Terms of Use consent by email, place user mailbox in a allowed group to access the service.

Process flow with auto reply messages and internship training for maximum efficiency.

Use of personal devices from IT team and SDK to generate the user manuals and testing.

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IBM Notes Traveler: Hitting the road at BNDES Our environment

BYOD Notes Traveler Production environment – Go Live on Nov/2011 – Single Virtual Machine – 4 virtual CPUs, 6GB RAM – IBM Notes Domino v8.5.3.2 and IBM Notes Traveler v8.5.3.3 IF1 – Users / Devices

• Feb/2012: ~400 active devices and ~430 users (4 months after) • Dec/2013: ~800 active devices and ~600 users

Corporate Blackberry Z10 Beta environment – Go Live on June/2013 – Single Virtual Machine – 2 virtual CPUs, 2GB RAM – IBM Domino v9.0.0.0 IF3 and IBM Notes Traveler v9.0.0.1 IF1 – Users / Devices

• Dec/2013: ~50 active devices

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IBM Notes Traveler: Hitting the road at BNDES Self Service: user manuals and FAQ

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Notes Traveler end-user feedback at BNDES

Notes Traveler end-user feedback at BNDES Evaluation surveys

Two evaluation surveys on Feb/2012 and Dec/2013

Five questions: – User Manuals, Quality of Service, Terms of Use, Self service, Productivity increase

1 to 5 scale: – From Completely dissatisfied to Completely satisfied

Feb/2012: – 145 answers (~36% of 430 active users)

Dec/2013: – 153 answers (~25% of 600 active users)

Device types: – iOS (iPhone/iPad): ~70% , Android: ~29%, Others: ~1%

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Notes Traveler end-user feedback at BNDES Evaluation surveys – Sat for User Manuals

User Manuals: 93% User Sat on Feb/2012 vs. 60% User Sat on Dec/2013

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Notes Traveler end-user feedback at BNDES Evaluation surveys – Sat for Quality of Service and Availability

Quality of Service: 90% User Sat on Feb/2012 vs. 82% User Sat on Dec/2013

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Notes Traveler end-user feedback at BNDES Evaluation surveys – Sat for Terms of Use

Terms of Use: 72% User Sat on Feb/2012 vs. 59% User Sat on Dec/2013

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Notes Traveler end-user feedback at BNDES Evaluation surveys – Sat for Self Service

Self Service: 95% User Sat on Feb/2012 vs. 82% User Sat on Dec/2013

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Notes Traveler end-user feedback at BNDES Evaluation surveys – Sat for Productivity Increase

Productivity Increase: 88% User Sat on Feb/2012 vs. 83% User Sat on Dec/2013

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Notes Traveler end-user feedback at BNDES Evaluation surveys – some end-user comments

“...congratulations for the new service that will improve my work efficiency.“

“Security policy is invasive on a device that is not BNDES property. Would be better

to discontinue the service.”

“I´m concerned about auto erase after 10 invalid password attempts, as several times

my child gets my mobile phone...”

“Excellent service, works perfectly and allows more productivity and making

business trips. Congratulations to everyone.”

“Service is great. Can we also use IBM Sametime?”

“It´s possible to run on other platforms like Windows Phone?”

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Do´s and Don´ts based on our experience

Do´s and Don´ts based on our experience Don´ts based on our experience

Don´t go to the Test phase without at least some beta material – Avoid huge manual efforts to support the test users

Don´t extend too much the Test phase – Managers will be unhappy to know that their subordinates have the service, but they

don´t

Don´t overshadow proper communication of Terms of Use – Remember you are applying corporate policies to a personal end-user device

Don´t Go Live the service without clear support terms for personal devices on corporate environment

– Establish end-user expectations

Don´t forget to update user manuals on a regular basis – Otherwise User Sat will go down…

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Do´s and Don´ts based on our experience Do´s based on our experience

Choose your management device model

Communicate! Consider to use Change Management and Internal Marketing departments and tools like IBM Connections.

Test as much as you can on real devices. Also use virtual mobile device SDK for testing.

Keep installation manuals updated. It´s a challenge as new devices, OSs and product versions arise.

Establish, before Go Live, a service request flow to prepare for the initial burst or consider to implement in waves.

Implement policies and procedures for stolen and robbed devices.

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Do´s and Don´ts based on our experience Do´s based on our experience

Consider to have different Notes Traveler installations for BYOD devices and corporate ones.

Consider to implement other products, like IBM Sametime, using a similar method.

Productivity increase and end-user SAT are the keys to justify investments on the solution.

Got to hear your users! Evaluate the service from time to time.

Empower your users! Do Self service! – They are much more Smarter and than you think…

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Access Connect Online to complete your session surveys using any: – Web or mobile browser – Connect Online kiosk onsite

The author also thanks to the BNDES IT team personnel that make it happen: – André Mauro André Elvas – Danilo Taveira Diogo Santos – Rafael Lameirinha Márcio Fernandes – Marcelo Berrêdo Luciana Reis – Leonardo Cardoso Mário Ginglass

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Acknowledgements and Disclaimers

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