The Workplace Shift: How Can UC Improve the Way We Work?
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Transcript of The Workplace Shift: How Can UC Improve the Way We Work?
For internal use only
How can UC improve the way we work?
The Workplace Shift
• Top 5 & Summary 3
• Methodology 6
• Headline findings 7
• Appendix 20
• Collaboration, co-creation and innovation 21
• Employee engagement24
• Customer experience 29
• IT Decision Makers response 31
• Internal for BT & Avaya34
• Site, region and sector analysis 38
The Workplace Shift
3
4
The Workplace Shift: How can UC improve the way we work?
5
The Workplace Shift: How can UC improve the way we work?
6
Stage 1 – Desk research, product focus and questionnaire design
Stage 2 – Quantitative research with 517 UK business executives
Number of sites the organisation has in UK• 2-10 sites – 64%• 10 or more sites – 36%Number of people organisations has Worldwide inc UK• 100-500 people – 36%• 500-800 people – 24%• 800 plus – 40% (We had to include organisations employing over 800 worldwide to sample executives working in the target sectors of the Armed Forces,
NHS, banking, retail, local government and hospitality/restaurant/travel organisations working at smaller sites in the UK)Sectors• Government including Local Government, NHS, Defence and Armed Services – 37%• Consumer services including Travel & hospitality, Retail and Restaurants – 18%• Financial services including banking and insurance – 22%• IT & Technology and other – 23%Location in UK• North – 28%• Midlands – 23%• South – 31%• London – 17%Role of respondent• Main Decision Maker – 19%• Joint IT Decision Maker – 23%• Business Executive – 58%Gender of respondent• Male - 55%• Female - 45%Age of respondent• 18-34 – 18%• 35-49 – 43%• 50+ - 39%
Stage 3 – Analysis, outputs and presentations
Methodology – Online survey with 517 business executives and IT decision makers in UK mid-market businesses and sites
Headline findings
8
Driving post-recession growth with UC
Better comms with customers, employees, partners and suppliers fuels business success
Collaboration technologies in demand by IT decision makers
78%Better communications would make a big difference to business success
Only12% have a Unified Communications system at work
70%Of IT decision makers are considering implementing UC
42%Will move to more remote and flexible working
62%Of under 35s frustrated with the technology available at work
Over 40% have larger IT budgets
In the next 12-18 months how do you think your organisation will change?
The business will expand60%
The organisation will be restructured
26%
We will move or consolidate offices17%
The number of employees will significantly increase
15%
Huge growth anticipated IT Decision makers want UC technology
92%Desktop sharing
87% Unified messaging
82% Access corporate network by personal devices
86%Record calls when out of the office
Video at desktop 84%
9
Using UC to improve formal and informal comms leads to faster solutions to complex problems
Improving collaboration, productivity and engagement
64%I would like to be able to choose other forms of communications to suit my personality
“Let me communicate how I want…”
64%Want instant feedback on ideas and queries at work
66%I am increasingly trying to do several things at once e.g. email or text whilst on the phone
“Help me achieve my life aims…”
61%I don’t mind working in my own time as long as I do my own thing during work hours too
I regularly check in on work communications out of normal working hours
59% 46%Using my own device lets me keep on top of what’s going on at home and at work at the same time
“Enable me to make faster decisions...”
53%I often waste time (trying to get hold of people) which delays decision making
70%
58%My working day would be significantly more productive if there were better ways of sharing information
“Make it easier for me to work wherever I am…”
1 in 2I regularly spend a night away form home for work reasons
1 in 3Spend more than an hour commuting each way
48%I often need to have phone calls / conference calls when I’m out and about
Base: Business executives and IT Decision Makers
Informal chats are the best way to know what’s going on in the organisation
10
Engaging 3 (and soon 4) generations of workers to be productive requires the communication options of UC
Enabling generations to communicate by preference
I am frustrated with the technology available at work
I don’t mind working out of work hours if I can do my own thing during work hours
43% of Gen X have not
heard of UC, 38% of
Gen Y
Gen Y are the least careful with company data
Use 4G at work:
Gen Y – 26%Gen X – 9%Baby boomers – 5%
62%
38% 42%
Gen Y Gen X Baby boomers
56%
64%
59%
Gen Y Gen X Baby boomers
My day would be significantly more productive if there was better info sharing
52%
68%
54%
Gen Y
Gen X
Baby boomers
Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+)
Use IM at work:
Gen Y – 31%
Gen X – 28%
Baby boomers – 19%
11
Global ‘road warriors’
Solutions
Around 1 in 2 business executives are constantly travelling away from the office (and home), would benefit from UC
Regularly spend a night away from home, travelling for work
These are the challenges they
face….
46%
2 in 3 want video conferencing on smartphone or tablet for work
80% want unified messaging
84% want mobile access securely to the corporate network
4 in 5 want to automatically route calls over the corporate network to reduce mobile costs
4 in 5 want the ability to record calls when I'm out of the office
77% UC would make our employees more productive
70% want visual voicemail
58% Travel overseas for work 2-4 times a year or more
70% regularly check in on work communications outside working hours
3 in 4 often need to have work phone calls/join in conference calls whilst I am out and about
70% often work from home during working hours
70% I don't mind working in my own time if I can do my own thing in work time too
Challenges
IT Decision Makers underestimate home working
Percentage of business execs saying they work from home (during working hours)
Employees want to maximise productivity by working at home and need support from UC
27%Once a week or more
24%Once a month or more
IT Decision Makers estimates of the percentage of staff who work at home once a month or more… 24%
51%
Turn home phone into an office extension
20%
Hold/transfer a call from your home phone to work phone
19%
Can access fast broadband at home
84%
Can access voicemail at work when at home
44%
Business execs say…
13
Balancing employee freedom with control
The UC strategy can create better experiences for all stakeholders, balancing employees’ needs and the organisation’s governance
Execs want easy collaboration & communication
78% better comms would make a big difference to success
44% of orgs allow 1 in 4 employees or more to BYOD or use software like Facebook/Twitter for work purposes
62% Gen Y are frustrated by comms technology at work
1 in 2say if we all worked 20% fewer hours we’d achieve just as much
21% use their own iPad for work
Brands want control of data & working practices
4%I lost my phone/laptop/tablet which had work documents/data on
56%I worry about how careful fellow employees are with our organisations confidential data
Use for personal reasons at work
32% Facebook
22% LinkedIn
16% YouTube
16% Twitter
53%of IT decision makers say that employees wanting to use their own devices causes real problems
1:4I should be more careful with data protection
14
Orgs expanding globally driven by UC
Which do you use regularly for work reasons?
LinkedIn/LinkedIn Groups
A blog
40%
35%
Twitter 25%
YouTube 27%
Video conferencing at home 25%
13% UC would save time
1 in 10 organisations will expand internationally and are motivated by UC
63%I am increasingly frustrated with the technology available to me at work
UC would make it easier to open new or move offices
My working day would be more productive if there were better ways of sharing information
52%
2 in 3
2:3
I'm out and about a lot, and don't have access to all the work systems that I want
I regularly check in on work communications out of normal working hours
52%I travel overseas for work 2-4 times a year or more
85%
54%New features are a major benefit of UC
74%
UC would make it easier for me to work on the move
82%Will have bigger IT budgets next year
72%
2:3
Organisations expanding internationally…
Base: Organisations planning to expand internationally in the next 12-18 months
UC would save time
UC would make it easier to open new or move offices
15
Orgs moving or consolidating offices are UC pro
1 in 5 organisations will move or consolidate their office in the next 12-18 months and are likely to consider UC
47%Will have a strategy to encourage remote / teleworking
UC would improve our productivity
67%3 in 4Cost benefits are a major benefit of UC
2:3
Organisations planning to move or consolidate offices…
Of main IT decision makers in organisations which are moving or consolidating offices are considering implementing UC80%
Base: Organisations planning to move or consolidate offices in the next 12-18 months
16
Video goes mainstream
As video is used more widely in everyday life, executives value it in the workplace through UC
19% Use webcam at work
15% Using YouTube at work for work purposes
1 in 2 It’s difficult to secure face to
face meetings with clients
62% video conferencing ensures
people don’t do other work during a call
38% it’s difficult to collaborate with
colleagues at other sites
84%
Switching a phone call to a video call
80%
Video on smartphone
Demand for video at work…
Video at desktop
To see a product being used
46%
To get instructions 43%
To get more information
38%
To view adverts 33%
To see other consumers reviews
24%
To resolve a problem 28%
YouTube instead of Google to search new products
17%
In consumer life, which would you use video content for?
76%
Telepresence
65%
17
Despite growth, cost reduction still prioritised
When reducing total operating costs is a key objective unified comms plays a significant role
a UC system would reduce our communication management costs67%
Business travel
Equipment maintenance costs
Mobile costs
Mobile roaming
Office space
43%
36%
32%
28%
24%
Business priorities for reducing expenditure
Cost reduction programme
New technology
Better features
Organisational change
New working practices
61%
39%
33%
24%
20%
Base: IT Decision Makers
Which of the following would be likely to prompt you to change your telephone system?
UC collaboration services in high demand
How useful would the following capabilities be?
82%Accessing network from personal devices
Phone to video calls
Video at your smart phone or tablet
Click to call
Video calls to multiple parties
Telepresence
Virtual ‘white boarding’ 80%
Voice to text
Softphone
81%
81%
80%
76%
76%
71%
65%
Cloud based file storage 82%
92%
Visual voicemail 83%
Desktop sharing
Voicemail
Unified messaging
Faster mobile connection
Record calls when I’m out of the office
Mobile access
Faster broadband at home
Access to corporate intranet from mobile devices
87%
86%
87%
86%
86%
84%
84%
83%
Video at your desktop 84%
Ability to automatically route calls over network
IT decision makers see the value in collaboration tools
Note: Respondents - IT decision makers
19
Cloud on the horizon
Cloud offers potential but concerns over security are significant...
Cloud systems would result in fewer employees in the IT Department
40%Computer crashed in the last year
Would like cloud based file storage so you can access from any device (IT Decision Makers)
82%
40%Of IT Decision Makers are unsure about the security of cloud based systems for their organisation
4%
45%
I lost my phone/ laptop/tablet which had work documents/data on
13%Cloud based control would prompt a change of phone system
IT Decision Makers say cloud will one day be the prevalent means of delivering voice and collaboration services57%
I worry about how careful fellow employees are with our organisations confidential data
56%
Appendix
Co-creation, collaboration &
innovation
22
Work comms diversity sky rocketing
From a phone and PC to communications and collaboration tool multiplicity, integrated with UC
Device Application Network
82%don’t think all devices (Desktop, laptop, tablet, phone, etc) I use for work are well integrated
I am increasingly trying to do several things at once e.g. email or text whilst on the phone
66%
Note: Using once a month or more for work
Smartphone tethered 7%
16%Mobile dongle
Wi-FI 37%
9%4G
have Wi-Fi available on commute19%
46% have good mobile data on commute
Wired desktop phone 72%
Voicemail desktop 69%
Voicemail mobile 42%
Home phone 27%
Wireless desktop phone
15%
Softphone 8%
Desktop - PC or Mac 77%
Laptop 70%
iPad 38%
Tablet 19%
10%
24%Android
Blackberry 31%
iPhone 30%
Other smartphone
Ph
on
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mar
tph
on
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op
Tab
let
Slideshare.net, Prezzi.net or Wordle.net
4%
13%
7%
2%
21%
30%
15%
15%
LinkedIn/ LinkedIn groups
Youtube
An online community/ bulletin board
A blog
Other social networking site
Social media
IM
Presence
Web chat
25%
16%
6% 13%
19% Webcam
Video conf home
IM Video
20%
Outlook e-mail
Google e-mail, docs or drive
69%E-mail
23
The open-plan office model is changing into the ‘work on the go’ model – CEO’s like to maximise productivity
1in 4I spend at least 10 hours a week travelling to meetings
Desk-free, work-on-the-go via UC
I like working in teams
62%
I spend far too much time tied to my desk
54%
I get a lot of work done out of office space such as in cafes
Have access to a tablet or smartphone
22%
2 in 3
Supporting ‘work-on-the-go’:
- 15°Facebook meeting rooms
- MMOC eg Khan Academy
- Wi-Fi ubiquity
- Natural voice language / No touch interfaces eg Microsoft Kinect
Different working styles – collaborators, introverts, midnight crammers, etc
Use hot desking
26%
Employee engagement
UC enables executives to work collaboratively in the way that suits personality and working styles
Productivity driven by personality
Working styles
Introvert- Reflector / Theorist
- Prefer to concentrate
My colleagues would NOT describe me as an extrovert
35%
Don’t like working in teams
15%
Audit/VideoConferences
E-mailCall recordings
Messaging
Passive – interaction record
My colleagues WOULD describe me as an extrovert
37%
Extrovert- Activist / Pragmatist- Prefer to collaborate
I like working in teams
62%
IMPhone
F2FSocial media
Text
Active – immediate feedback
26
I like to get instant feedback on my ideas & suggestions from colleagues
Extroverts are on the move, prefer video, while introverts like a good record of their messages: UC caters for all workers
Extroverts work differently from introverts
77%
I am out and about a lot, away from office
Use regularly for work purposes…
Extrovert Introvert
LinkedIn 42% 22%
YouTube 17% 15%
Twitter 17% 13%
Would like… Extrovert Introvert
Phone to video calls 88% 70%
Unified messaging 69% 74%
Voice to text messaging 65% 66%
Video on smartphone 52% 39%
Travel more than 10 hours a week for meetings or appointments
57%
Get a lot of work done in places like Café’s
I regularly check in on work comms out of hours
NOT asked IT to re-configure desktop PC in last year
When stay at home for personal reasons use Annual Leave
IntrovertExtrovert
47% 26%
31% 14%
31% 14%
68% 53%
37% 56%
25% 35%
27
Applying Big Data to employee productivity
UC provides data and tools to drive productivity across a business which is effectively collaborating
- Storing all calls, IM, conference call, video interactions
- Time and date stamped
66% UC will provide better employee productivity according to IT Decision Makers
Storing Analysis- Correlation behaviours
& productivity- Individual performance- Linked to performance
management
Employee productivity
- Data to inform performance management
- League tables of effectiveness
Compliance- Recording of
interactions- Easy tracking of
interactions- Meet Governance,
regulatory or legal issues
28
Working at home
Have you ever worked at home for the following reasons? When you have to be home for personal reasons do you...?
Executives often need to work at home at short notice and UC technology enables them to work productivity
Everyday life gets in the way of work
48%
39%
26%
9%
Couldn’t travel because of weather
Ill but well enough to work at home
30%Waiting for work or repair men
Waiting for a delivery
13%Travel company was on strike
Teachers on strike
29%Medical appointment
37%
Work from home just like you are in the office
29%
Take time out of my annual leave
My boss allows me to take a few hours out, and get back whenever I can
23%
10% Do offline activities from home
Customer experience
Which, if any, of the following activities do any employees in your organisation do (IT decision makers)?
Customer experience improvement
Make and/or receive customer service calls
Make and/or receive sales calls
None of these
74%
49%
Make collection calls 21%
Have need to record calls 40%Have need to retrieve recorded calls 37%
12%
IT Decision Maker’s say UC would improve our customers’ experience
55%
UC enables customers to get the answer they need, fast and easy
Try to find a head office number to bypass the call centre
Calls are morecomplex
70%Often I know more about the problem than the agent
86%Happy to be transferred to someone trained to answer complicated questions
71%
86%94%
49%
2:3
If I don’t get the answer, I call another agent
Happy to be transferred to someone trained to answer complicated questions
Want to E-mail same agent as spoken to
93%Organisations should call me back when they say they will
2 in 3Say they are often asked to repeat my account details on the same call which is irritating
IT Decision Makers response
32
IT Decision Makers see value in a full range of collaboration technologies, after UC technologies and uses are fully explained
Collaboration services in demand
78% better comms would make a big difference to success
However 43% say they haven’t heard of UC
Faster broadband at home
Voice to text
84%
81%
Desktop sharing
92%74%
Faster mobile connection
86%70%
Unified messaging
87%70%
Record calls
86%65%
Mobile access
86%
70%
71%
66%
How useful would the following capabilities be to you?
IT decision makerNon IT decision maker
Note: Respondents – IT Decision Makers & Business executives
33
UC benefits clear
It would make it easier communicate decisions
63%
It would save time 63%
It would make it easier for me to work on the move
59%
It would make it easier for me to work from home
56%
More collaboration 54%
Increased productivity 48%
It would help me work better in teams 42%
We could provide better service to our clients and customers
42%
We have a Unified Communications system in place
14%
Business Executives - How would UC benefit your firm?
Both Business Executives and IT Executives see a range of benefits for stakeholders
IT Decision Makers - What do you agree the benefits of UC are to your organisation….
67%Reduce ongoing communications management cost
71%Enable remote and mobile working
66%Increased employee productivity
64%Easier to manage
61%IT department would look good internally
59%Provide better service to clients and customers
59%Easier to move or open offices
51%Enable us to grow our business
To keep up with competitors using UC 45%
34
Working at home
Directors in our organisation see the value in investing in IT
57% Compared to your IT budget today, do you expect your budget over the next 12 months to
IT Decision Makers face big challenges but are supported by Directors in implementing UC
IT Decision Makers’ challenges
cloud computing solutions are not secure enough for our organisation
40%
of employees often don't understand how difficult it is to make our IT work
68%
Increase by more than 20% 9%
Increase by up to 20% 31%
Remain the same 40%
Decrease by up to 20% 12%
Decrease by more than 20% 1%
Don't know 8%
of business executives use an outsourced IT department/helpdesk
24%
Have the following work related incidents happened to you in the last year?
PC crashed during an important piece of work
Asked IT to reconfigure PC/phone
Not able to work due to IT maintenance
64%
51%
42%
35
Businessnifcation of IT
Business executives are having more involvement in IT creating another target market for BT and Avaya...
64%44%
Employees don’t understand how hard it is to make IT work effectively
Business Executives…. …IT Decision Makers
40%Computer crashed in the last year
On average less likely to want to deploy UC than IT Decision Makers
15%
56%More and more IT decisions are being made by business managers
70%1 in 3 Still business executives not allowed to use their own devices for work
69%
Of IT Decision Makers are considering implementing UC
56%Employees using their own devices causes real problems
36
Of IT Decision Makers say that they are concerned that new technologies will not lead to significant benefits
45%
Site, region & sector analysis
A two speed nation?
The differences between London and the rest of the UK
Travel
I use public transport to get to/from work 72% 34%
London UK
I travel overseas for work 2-4 times a year 43% 29%
Business travel is the top priority for reducing spending
30% 43%
Current technology
Future technology
I regularly use Skype in working hours for work purposes
38% 21%
London UK
I would benefit from using collaboration tools more often in work
62% 44%
London UK
Video at my desktop would be useful in my work 49% 59%
Phone to video calls would be useful in my work* 90% 80%
Video on my smartphone or tablet would be useful in my work*
90% 76%
*IT decision maker
Virtual white boarding would be useful in my work 92% 80%
39
2-5 6-10 11-20 21-32 32 or more
I am increasingly frustrated with the technology available to me at work 34 42 51 55 54
I travel overseas for work 2-4 times a year or more, on average 35 30 35 22 14
I regularly spend a night away from home for work reasons (at least 4 times a year)
46 51 63 37 33
Use video conferencing at least once a month 21 22 29 28 25
Cloud computing solutions are not secure enough for our organisation (IT Decision Maker)
34 31 44 42 63
More IT decisions are being made by Business managers (IT Decision Maker)
52 52 60 50 75
Number of Sites
Differences by number of sites in the organisation
Organisations with more site have executives who are more frustrated by technology but growing IT budgets
%
40
Sector summary
• Most sectors expect growth – retail (78%), travel & hospitality (77%), financial services (75%) in particular – in the next 12-18 months. However 1 in 4 local government bodies will shrink with 35% expecting to lose staff and half being restructured
• Financial services (13%) are least likely to be re-structured in the next 12-18 months
• The IT sector is most aware of the benefits of Unified Communications, with 35% of employees having adopted home working practices
• NHS (68%) and travel & hospitality (69%) are most inclined to keep in contact with work outside of normal hours, Local Government (50%) least likely. However local government and retail staff are most likely to turn up for work despite weather or travel difficulties
• Central government least likely to use UC (4%), but local government (56%) most likely to want to move towards remote and teleworking practices
• Travel & hospitality (69%) say we will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location
• Retail (54%) and travel & hospitality (53%) will have increases in IT budget, while only 20% of local government bodies will see an increase
• The NHS (77%) is the sector where ‘I worry about how careful fellow employees are with our organisations confidential data’
41
Thinking about the next 12-18 months, which, if any, of the following do you think will apply to the organisation you work for?
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Turnover will expand/ the business will grow 60 32 15 52 75 67 77 78
Turnover will shrink/ the business will shrink 10 11 27 10 8 10 5 2
The number of employees will significantly increase 15 8 2 3 18 24 15 26
The number of employees will significantly fall 14 20 35 13 11 10 10 6
We will move or consolidate offices 17 21 27 10 17 15 15 11
The organisation will be part of a merger/ acquisition
9 5 10 3 10 17 17 6
The organisation will open more offices internationally 9 3 2 0 8 17 17 15
The organisation is being restructured 26 37 48 35 13 20 20 24
The organisation will significantly change the products/ services offered 9 9 19 6 8 11 11 7
Don’t know 12 21 15 13 8 14 14 9
%
Private sector expecting growth
In the public sector, restructuring likely to be on-going, together with further staff cuts
42
Which of the following would be likely to prompt you to change/ upgrade your telephone system?
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Cost reduction programme 61 64 63 48 53 61 62 74
Availability of new technology 39 39 31 39 40 40 33 33
Availability of better features 33 24 25 32 36 40 31 35
Organisational change (office move, merger, new international offices etc.)
24 29 23 35 20 26 15 17
Better business continuity capabilities (in the event of snow, flu, etc.) 13 10 10 16 15 18 10 11
Cloud control, being able to manage remotely 13 14 8 6 13 18 13 6
Need to adopt new working practices (e.g. Homeworking) 20 20 33 16 23 17 23 13
%
Cost reduction #1 driver for UC
But reducing cost less important to NHS, better features most valued by the IT sector
43
To what extent do you agree with each? Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
I often waste time trying to get hold of people which delays decision making 53 59 54 58 59 55 59 44
I am increasingly frustrated with the technology available to me at work 42 49 37 42 37 43 43 43
If we all worked 20% fewer hours we'd produce just as much 50 50 53 51 46 54 52 48
I regularly check in on work communications out of normal working hours
59 55 50 68 59 64 69 61
I worry about how careful fellow employees are with our organisations confidential data 56 55 59 77 54 50 53 61
Cloud computing solutions are likely to reduce the headcount we have in our IT division 45 47 20 31 54 56 52 42
%
Working behaviours by sectors
Travel and hospitality and NHS most likely to keep in contact with work outside normal hours
44
I was unexpectedly unable to get into work due to bad weather/ travel issues (in the past 12 months)
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Twice or more 17 14 12 11 21 26 11 21
Once 26 29 24 28 24 21 39 18
Never 56 53 61 56 56 53 50 61
Don’t know 1 3 3 6 0 0 0 0
I regularly spend a night away from home for work reasons (at least 4 times a year)
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Yes 46 38 8 39 45 63 54 48
%
%
IT sector most likely to travel for work
Local government and retail staff travel less for work, but have high levels of work attendance when weather/travel issues occur
45
What proportion of your staff work in the following ways? Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Interact directly with customers / clients? 49 54 55 65 40 44 59 53
Work flexibly? 39 49 49 35 36 37 39 38
Work from home (at least once a month)? 24 14 23 23 29 35 15 22
Works on the road 'road warrior'? 21 11 13 22 26 29 20 20
Use their own devices for work? 23 19 17 20 31 33 24 20
Use audio conferencing at least once a month? 29 19 21 29 40 40 16 22
Use video conferencing at least once a month? 23 16 17 20 30 30 13 20
Use free to use software such as MSN for IM and Presence?
27 19 14 18 34 40 16 27
Current employee behaviours
Home working highest in IT sector, lowest in Government
46
If a ‘Unified Communications’ system were in place in your workplace, what would the benefits be to you and your colleagues?
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Increased productivity 48 42 42 45 48 49 67 61
Do you have a ‘Unified Communications’ system in your organisation?
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Yes 12 4 8 10 12 25 5 2
No - but we are actively considering implementing one next year 9 5 6 10 10 16 5 7
No - but we would consider it in the next 1-3 years 33 37 29 42 24 35 38 37
No - and we would not consider it 11 13 6 19 12 1 21 15
Don’t know 35 40 50 19 42 23 31 39
%
%
UC on the horizon for most sectors
IT sector most likely to have a UC system in place, followed by financial services
Note: Questions asked of business executives and IT decision makers
47
In what ways do you expect your organisations workforce will change in the next two years?
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
We will encourage more workers to employ remote / teleworking 42 43 56 35 46 50 26 30
We will encourage employees to increasingly come into the office 23 16 19 10 23 28 15 39
We will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location
48 46 42 52 44 52 69 39
We will employ more freelancers and contractors 12 20 6 6 9 9 15 11
%
Flexible working to be adopted by most sectors
Nearly 1 in 2 organisations will encourage remote and teleworking going forward
48
What are the top priorities for your organisation in terms of reducing spend?
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
PSTN 13 12 0 23 18 16 10 16
Mobile costs 32 30 47 23 27 37 33 27
Mobile roaming costs 28 15 27 39 30 31 29 20
Business travel 43 45 40 39 39 42 24 54
Local call costs 8 6 14 0 9 2 19 12
International calls and data 8 3 14 0 3 2 20 19
Employees reclaiming communications expenses 9 6 7 15 3 7 14 12
Office/desk space 24 36 27 31 40 23 15 20
Equipment maintenance costs 36 50 26 31 36 40 39 24
Reducing costs is a top priority for all sectors
%
Cutting business travel, equipment maintenance and mobile expenditure is most important
49
Compared to today, do you expect your IT budget over the next 12 months to…?
Total Govt.Local Govt.
NHSBanking
/ f/sIT
Travel and
Hosp.Retail
Increase by more than 20% 9 12 0 8 6 16 10 8
Increase by up to 20% 31 21 20 31 30 26 43 46
Remain the same 40 32 53 31 55 40 24 38
Decrease by up to 20% 12 32 13 8 3 12 10 0
Decrease by more than 20% 1 0 13 0 0 0 0 0
Don’t know 8 3 0 23 6 7 14 8
%
Travel & hospitality has largest budget increases
Retail and travel and hospitality most likely to see increases in budgets