Copyright © 2012 Accenture. All Rights Reserved. Accenture, its logo and High Performance Delivered are trademarks of Accenture.

Accenture Mobility Services

Mobility Strategy

Peter Daley

EALA Mobility Solution Architecture and

Enterprise Mobility Lead

Copyright © 2012 Accenture. All Rights Reserved. 2

Present and future of Mobility

Basic phones

Smartphone

3G connectivity

Dev

ice

ev

olu

tio

n

SMS and mobile browsers

• SMS easy to use,

alerts

• Basic banking services

• Driven by technology

Smart Client

• Use of on-line and off-

line services

• Local storage of

information

• Graphical features

• Digital signature

available

Mobile channel integration

• Mobile services supported

by different technologies

• Combination of mobile

messaging and navigation

with local applications

• Secure environments

• Integration of productivity

tools and business

applications

Multi-modal services

• Flexible user experience

based on location,

connection and time

preferences

• Nearby services

• Standard mobile

platforms with large sales

chances

• Extended mobile

payments Ap

pli

ca

tio

n f

ea

ture

s

2004 2006 2008 2010

“Mobile Life”

• Intercommunicated and

integrated applications

• Support to other services

NFC, e-Wallet, Banking...

• New and more advanced

business models, which

satisfy clients’ mobile

needs

2012+

New mobile way of life

1st Generation 2nd Generation 3rd Generation 4th-5th Generation

Mobility: “Information ON DEMAND” Mobility: “ONE COMMUNITY, one way of life, for convenience,

on demand”

Introduction

Copyright © 2012 Accenture. All Rights Reserved. 3

Introduction

Accenture’s top mobility trends

The pace of change in the enterprise mobile marketplace continues to

accelerate with new technologies, interaction models and penetration

• The iPhone Effect and the “Consumerization” of Mobility for Businesses

• B2C Technologies driving Business Applications

• 46% of large enterprises supporting personal owned devices

• 2 billion downloads of 140,000 apps from Apple App Store

• 20% of mobile workers are getting business apps from app stores today

• iPad disruption in the business application space

• Impact of social media and context within enterprise applications

• Tighter Mobile Integration of Enterprise CRM and ERP to Mobile SFA and Workforce

Management applications

• Increased focus on Mobile Device Management & Mobile Security

• Significant opportunities to improve Customer Engagement via Mobile Channel

• Companies need help to get ahead of mobility and align business needs with capabilities

Copyright © 2012 Accenture. All Rights Reserved. 4

Devices are ready, Wireless Networks are ready, Users are ready;

Is your organization ready?

Market Opportunity

90% Penetration

Saturated Market

1. Operational Efficiencies – recession has driven an internal efficiency focus

2. Higher Customer Expectations – to be kept informed on service, else easy to switch

3. Increased Competition – new entrants into the supply / service chain

4. Product Differentiation – appliance becoming network edge devices, smart grid

5. Wining the war for talent – Millennials’ expectations / communication styles

Why now ?

Opportunities for the

Enterprise

Copyright © 2012 Accenture. All Rights Reserved. 5

Why have a strategy ? So many questions…

Many organization sometimes struggle to evaluate the highest value areas of

focus, how to solve the technical challenges and how to “sell” internally…

Copyright © 2010 Accenture All Rights Reserved. Page 5

Mobile Devices Which device(s)?

What platform?

Organizations /

Workers

What groups included? What

requirements?

Which applications?

Mobilize existing or new?

Mobile

Applications

Industry trends?

Best practices?

Specific

Opportunities

Backend

Systems

Updates from the mobile?

Infrastructure / Integration? Processes

Processes enabled?

Technologies required?

Wired or wireless?

WLAN, Wifi, Satellite? Networks

What mobile capabilities support

field operations? Capabilities

Middleware Technologies used?

Functionality required? Policies

Impacts to technology use?

Regulatory bodies?

Application / data / network /

device requirements? Security

Support org structure? Tools

required? Support

What functions should be centralized / de-

centralized? Governance

Who funds any common “infrastructure”

elements?

Technology

Management

Approach to configure, deploy,

maintenance? Comms / Training

Training approach?

Communications delivery?

Key Technology Decision Areas Key Business Decision Areas

Copyright © 2012 Accenture. All Rights Reserved. 6

Assessment Blueprint Roadmap

Define

Implementation

Roadmap

Define Future State

Assess Current State

Identify Opportunities

Objective: Develop implementation

plan to guide growth of mobility

Objective: Define future vision for

mobility and required standards and

capabilities to support

Objective: Benchmark mobility capabilities

and identify opportunities

Assess Gaps (Gap Analysis)

Create Common Nomenclature

(Mobility Nomenclature)

Identify Value-

Based

Opportunities

(Opportunity Map) Design

Organization and

Operating Model

(Organizational

Roles and RACI)

Define Future Vision and mobility Capabilities

(Mobility Services and Component Framework)

Vertical &

Horizontal

Applications

Professional

Services

BlackberryWindows

MobileAndroid

Windows

Laptop/Win32PalmOS Symbian

J2ME / HTML

5.0

Leading

Applications

ERP

Enablement

B2E

Business to

Customer Services

B2C / B2P

Machine to Machine

Services

M2M

Leading

Mobile

Devices

Apple

Portal

Services

Enterprise

App Store

End

User

Customer

Admin Portal

SaaS

Portal

Developer

Portal

Third party

Portal

Mobile

Applications

Platform

SDKInformation

Synchronization

Service

Orchestration

Single

Sign On

Standard

Interfaces

Platform

Security

Mobile

Management

& Deployment

Services

User

Management

Backup

and Recovery

Wireless Connection

Management

Remote Device

Access

Software

ManagementEncryption Inventory

Password

Management

Product

Support

Services

Network

Integration

Services

Application

Support

Managed

Help Desk

Device

Support

Customized

SupportHosting

Carrier NetworkOther

WWAN

Global

NetworksWi-Fi

Public

Networks

Business Process

Design / Redesign

Mobile Worker

Assessment

Mobile Policies

and Governance

Mobile Services Management Framework

Technical Architecture

• Design technical

environment for devices,

servers and interfaces

• Design application

infrastructure

• Design Secure network

and protocol configuration

management

Provisioning

• Device selection criteria

• Corporate security configurations

• User set-up, policies and distribution

Deployment and User Support

• Assess production readiness

• Policies and standards

• Documentation and training

• Tier 1, 2, and 3 support

Regulatory and Data Security Compliance

• HIPPA and International equivalents for data privacy

• Regulatory compliance

Development and

Maintenance

• Standards for design, build,

test & deploy

• Configuration management

for mobile and applications

•Proofs of concept, pilots

Define Pace of Roadmap and

Outline Capabilities

Implementation Plan

Visioning Workshop Roadmapping Workshop

Developing a Mobility Strategy

A structured approach is needed to answer these questions

Copyright © 2012 Accenture. All Rights Reserved. 7

Assessment Phase

The Assessment Phase baselines common needs and requirements across

stakeholder groups, and maps them against the current technology state

Assessment Objective: Benchmark your mobility capabilities & identify opportunities.

Mobile Gap Analysis Target Capabilities Opportunity Map

• What is the current state of mobile

technology in the organisation?

• Who uses what?

• Where are your competitors?

• Where are the immediate gaps or risks

that need to be addressed?

Create a catalog of business needs

What are the key technologies the

business can make use of?

• Consumerisation

• Task based workers

• Machine to machine

• Consumer mobile apps and

appstores

• Common integration approach

• Identify all known opportunities

• Categorise based on

implementation complexity,

and business benefit

• Use to identify high level

prioritisation, quick wins vs.

more strategic initiatives

Copyright © 2012 Accenture. All Rights Reserved. 8

Blueprint Phase

The Blueprint Phase aligns your mobile strategy to your business objectives,

and defines the “to be” technology and organisation landscape

Blueprint Define future vision for mobility and required capabilities to support.

Mobile Services and

Component Framework Organization Roles & RACI

• Blueprint technology and services components required

to support the end-state vision

• Define component needs first as a global template, with

variations for key geography regions where needed

• Determine process for mobile efforts and supporting

current need

• Define responsible organizations to provide dedicated

leadership for mobility

• Understand governance (enablement) model for mobile

services enablement

• Typical organization roles and processes will be

leveraged from previous engagements as starting

templates in order to outline RACI and Swimlanes

Vertical &

Horizontal

Applications

Professional

Services

BlackberryWindows

MobileAndroid

Windows

Laptop/Win32PalmOS Symbian

J2ME / HTML

5.0

Leading

Applications

ERP

Enablement

B2E

Business to

Customer Services

B2C / B2P

Machine to Machine

Services

M2M

Leading

Mobile

Devices

Apple

Portal

Services

Enterprise

App Store

End

User

Customer

Admin Portal

SaaS

Portal

Developer

Portal

Third party

Portal

Mobile

Applications

Platform

SDKInformation

Synchronization

Service

Orchestration

Single

Sign On

Standard

Interfaces

Platform

Security

Mobile

Management

& Deployment

Services

User

Management

Backup

and Recovery

Wireless Connection

Management

Remote Device

Access

Software

ManagementEncryption Inventory

Password

Management

Product

Support

Services

Network

Integration

Services

Application

Support

Managed

Help Desk

Device

Support

Customized

SupportHosting

Carrier NetworkOther

WWAN

Global

NetworksWi-Fi

Public

Networks

Business Process

Design / Redesign

Mobile Worker

Assessment

Mobile Policies

and Governance

Mobile Services Management Framework

Technical Architecture

• Design technical

environment for devices,

servers and interfaces

• Design application

infrastructure

• Design Secure network

and protocol configuration

management

Provisioning

• Device selection criteria

• Corporate security configurations

• User set-up, policies and distribution

Deployment and User Support

• Assess production readiness

• Policies and standards

• Documentation and training

• Tier 1, 2, and 3 support

Regulatory and Data Security Compliance

• HIPPA and International equivalents for data privacy

• Regulatory compliance

Development and

Maintenance

• Standards for design, build,

test & deploy

• Configuration management

for mobile and applications

•Proofs of concept, pilots

Copyright © 2012 Accenture. All Rights Reserved. 9

Blueprint Output

Key Technology Architecture Decisions

Criteria Why?

Security

• Security is extremely important in order to protect sensitive personal and corporate data.

• Mobile Security needs to be looked at from all perspectives: network, device, mobile application, and

backend systems. The volume of mobile devices makes security challenging.

• Mobile users must consider the security and PCI implications of their mobile applications.

User Interaction/

Experience

• Consumer expectations are increasing for mobile apps to have user-centric design to conform applications to

user behavior, so efficient navigation of menus and screen context is important.

• Consistent experience across of multiple form factors and platforms makes UX challenging.

• Widespread support for HTML5 and Flash on smartphones is enabling next-generation touch experiences with

effective designs with a limited real estate on the screen of the device.

Testing

• Rigorous testing across multiple platforms and networks/devices is needed to verify integration between all

layers of the application because of the large volume of mobile devices owned

• This includes performance and system testing in various situations to get the most robust, productive and

efficient application delivered to the customers.

New Technology

Adoption

• One of the key considerations for a mobile applications is to stay abreast of rapidly evolving technology

during the lifecycle of the project.

• The mobile application should have the ability to port over to new platforms, devices and new releases of the

existing platforms.

Backend

System

Integration

• Mobile applications have a lot in common with existing ecommerce sites and will reuse or mirror business

processes, content, and workflow patterns extensively and act as plug and play interfaces to the back end

systems.

• Mobile commerce solutions must either integrate directly to the underlying ecommerce platform or transform

content from the existing ecommerce site to provide a seamless experience to the user.

Methodology

• The development can be done using an Agile or a Waterfall method and either one can be customized for the

specific mobile project needs.

• The correct methodology selection is important to have the right set of skills and resources available to meet

the project objectives and goals that are set.

Copyright © 2012 Accenture. All Rights Reserved. 10

Blueprint Output

Mobile Service Delivery Framework

Mobile Service Delivery Governance

Overall mobility vision, strategy, innovation, organizational structure, etc

Mobile Application Development

Execution of end to end mobile application development life-cycle

Mobile Platform / Software

Support of all mobile tools, vendors, solutions,

configurations, services, integration layers, interfaces, etc

Mobile Device Management

Support provisioning, device security management, etc

Infra

stru

ctu

re

Pro

vid

e in

frastru

ctu

re a

nd s

erv

ers

to s

upport h

ostin

g o

f

mobile

serv

ices; in

clu

des s

ecurity

and n

etw

ork

support

Mobile User Support

Execution of tiered user support including self-serve

portal, 1-on-1 incident resolution, device fulfillment, etc

Ap

plicati

on

& In

frastr

uctu

re S

up

po

rt S

erv

ices

Ongoin

g s

upport

of M

obile

Serv

ices O

pera

tions

Service Management Overall management of the Mobile Services , coordination of Client mobile

business needs, pipeline demand management, and quality management.

Mobility Service DeliveryMobility Service

Initiation

Mobile Applications

Execution of end to end mobile application development life-cycle, either in-house or as a managed service

Mobile Platform / Software ManagementAll mobile tools, vendors, solutions, configurations, services, integration layers,

interfaces, etc

Mobile Device ManagementProvisioning, device security management, etc

InfrastructureInfrastructure and servers to support hosting of mobile services; includes security,

network support, management, operations & monitoring

Governance and Architecture BoardOverall mobility vision, strategy, innovation, organizational structure, etc

Service Delivery ManagementOverall management of the Mobile Services , coordination of mobile

business needs, pipeline demand management, etc.

GovernanceRoles & responsibilities for

mobility stakeholders across client

Development StandardsIndustrialized processes, standards, guidelines for application development

Mobility Strategy

Definition of desired services, baseline of capabilities, and

deployment roadmap

Mobile Architecture & Infrastructure

Mobile services (Mobile Middleware, App Mgmt,

Device Mgmt)

Service

Transitio

n

Mo

bil

e E

nd

Use

r Su

pp

ort

Se

rvic

es

Tie

r 1 h

elp

de

sk s

up

po

rt f

or e

nd

use

rs, i

ncl

ud

ing

self-

serv

e p

ort

al,

1-o

n-1

inci

de

nt r

eso

luti

on

, etc

Mobile Application ManagementSoftware distribution, app store, etc.

Ap

pli

cati

on

& In

fras

tru

ctu

re S

up

po

rt S

erv

ice

sTi

er

2, 3

+ fo

r o

ngo

ing

tech

su

pp

ort

of

Mo

bile

Se

rvic

es

Op

era

tio

ns

(pla

tfo

rm,

app

licat

ion

, an

d v

en

do

r)

Copyright © 2012 Accenture. All Rights Reserved. 11

Roadmap Phase

The Roadmap Phase determines the pace of Blueprint implementation, and

how value will be delivered through the programme

Roadmap Objective: Develop implementation plan and global standards to guide growth of mobility.

Timeline & Value

Realization

(Roadmap)

• Consider technology selection timelines, and the logical

implementation sequence for each component

• Determine value realization plan based on outline costs

and benefit cases

• Phase investments so that incremental value is delivered,

to offset major technology investments

• Incrementally build mobility capabilities as they are

required for specific applications and user groups

Copyright © 2012 Accenture. All Rights Reserved. 12

Summary

A successful mobile strategy has a number of characteristics

1. It exists! Many organisations have no strategy for how they will

embrace and exploit mobile technology

2. The end-state is clear – there is a clear vision of where the

organisation expects to be in 2-3 years’ time

3. It is inclusive – the strategy should include employees, task

based workers, customers and business partners; it should

consider how applications are supported, as well as built

4. It is realistic – the roadmap outlines an achievable pace of

change, with components built up in a logical order, delivering

incremental value

5. Flexibility is built-in – the strategy will change as it is

implemented; the architecture and governance function needs to

continually evolve the strategy in line with the business

Copyright © 2012 Accenture. All Rights Reserved. 13

Want to know more?

To find out more about Accenture Mobility Services and

further information on our offers, thought leadership and

client success stories please visit:

www.accenture.com/mobility