Adapting to a Mobile IT Landscape: From IT Silo to Enterprise Strategy

Kimberly HancherChief Information Officer (CIO)U.S. Equal Employment Opportunity Commission

Key Challenges……

• Incorporating mobility into strategic processes.

• Translating high level mobility objectives into tactical plans that align with budget realities.

• Ensuring mobile users have critical tools and services.

What is your mobility vision?

Develop a vision for how mobile tools will help the agency's workforce. For example:• Speed Data Collection-field examiners carrying handheld

devices and data capture apps• Reduce cycle time- real-time synchronization of field data

with mission system.

Develop a vision for how to serve citizens and businesses who have mobile needs. For example:• Increase Responsiveness to Customers• Expand Customer Service Channels

Incorporate "VISION" into Agency Plans:

• Agency/Department Level Strategic Plan• Program Level Strategic Plans• IT Program Strategic Plan

* Ensure an inclusive process and wide range of participation in developing the vision.

Agency Level Strategic Plan

Sets Enterprise Level Performance Targets • 80% of field workforce provisioned with mobile tools to

collect data and transmit info immediately into agency system of record.

• Redesigned intake process improves customer satisfaction by 20%, reduces average intake process by 20 days and offers customers several channels for intake interview.

Describes Future State - the " To Be"

Program/Bureau/Business Unit PlanDescribes New Operational Model for Workforce• Field examiners with tablets and mobile apps will collect pictures.• Field examiner data will transmit in real-time to system of record.• Examiners receive prompts from system if more photos are needed.• Intake people use automated scheduling, video, text messaging.

Describes New Customer Services• Applicants will be able to schedule an intake interview by phone or

online using a smartphone, tablet or PC.• Applicants choose whether they prefer intake face-to-face, by phone,

by televideo, or by videophone for hearing impaired.

IT Strategic Plan Aligns with Agency/Department Level Goals • Implement a new Field Examiner Toolkit comprised of hand

held tablet, internet connectivity, voice/data services.• Using agile methods, develop a mobile app for field data

collection and submission.

• Enhance the intake system with video teleconferencing, instant audio conferencing, and automated online scheduling software.

Lay out desired services over a 3-5 year horizon

Transform Strategic Plan into IT Tactical Plan

• Adopt a 3 year tactical planning horizon• Year 1 = focus on tangible deliverables• Year 2 = implement the critical services, the “must haves”

• Year 3 = move on to setup the desirable services

Tactical IT Plans should…..• Identify infrastructure and IT competencies• Identify initial mobility deliverables and services• Develop budget estimates for current and out

years• Use rough order of magnitude cost (ROM)• At the end of Year 1, identify actual deliverables,

services, and costs

Tactical Plan – Year 1Infrastructure Activities• Mobile Device Management (MDM) Service• Wireless voice and Data service plans• Mobile app development resources• App Store• Online, secure collaboration and file sharing• Online customer portal for Intake process• Online scheduling COTS software

Competency Development• Agile trained programmers and Project Manager• Consumer video teleconferencing - Skype, Facetime, Google Hangout

Security Risk Assessment

Policies for GFE, BYOD, and Rules of Behavior

Tactical Plan – Years 2 and 3

Year Two - Critical Service• Field Examiner Toolkit• Download to Database and Confirmation• Online Scheduling of Intake Interview• Customer Portal for Intake Status

Year Three - Next Most Important Services• Customer ability to schedule online intake interview• Televideo intake interviews

Bridging the GapDo your agency users have what they need?• Policy and Rules of Behavior• Devices • Mobile Apps• Training and Job Aids• Data and Information• IT support• Appropriate Security Measures• Feedback loop for constructive critism

Bridging the Gap

Do external customers have what they need?• Instructions, Self Directed Training, FAQs• Device Support • Mobile Apps • Data and Information• IT support• Appropriate Security Measures

Summary• Develop a vision of the mobility program

appropriate to your agency • Incorporate the vision into your strategic plan• Develop a 3 year tactical plan and budget

estimates• Execute, Execute, Execute! • Evaluate, Evaluate, Evaluate!• Update the tactical plans accordingly

References• GSA Managing Mobility Pages

http://www.gsa.gov/portal/content/159903- links to new Federal Strategic Sourcing Initiative Wireless

Voice and Data contracts- links to new GSA contracts for Mobile Device

Management(MDM) tools and services- links to all NIS&T guidance on security of managing mobility

• Federal BYOD Guidance and Toolkithttp://m.whitehouse.gov/digitalgov/bring-your-own-device

• BYOD Collaboration Websitehttp://advancedmobility.ning.com/

Questions?