convergence monitor enterprise mobility - pwc · the answers to some of these questions are...

PwC

Convergence Monitor

Enterprise Mobility

Understanding what the workforce wants in Thailand

Introduction

Profi le of our Thai respondents

What the workforce wants in Thailand

01 Working “on-the-go” with minimal disruptions

02 Interconnectivity reigns supreme

03 Get online anywhere, without plugging-in

04 A mobile phone is no longer just for calls

05 Your phone knows where you are

06 Working on-the-go, on your mobile device

07 Data security

What’s ahead?

Contacts

3

4

6

7

8

10

12

14

17

19

21

Contents

Enterprise mobility | PricewaterhouseCoopers 1

2 Enterprise mobility | PricewaterhouseCoopers


The Convergence Monitor is a regular survey of PwC staff that helps us develop in-sight we can take to our clients and the market. As convergence is becoming an everyday reality, this survey looks at consumer propensity to buy and use converged services and products.

Enterprise Mobility is the second in our series of Convergence Monitor surveys, aimed at understanding the preferences and interests, of our partners and staff in mobile technology in the workplace.

This survey provides more details concerning trends and developments in the mobile workforce, anticipates demand for certain applications and technologies, and prompts us to ask ourselves the questions: What does the workforce want and need? Who are the key stakeholders in the transformation that will occur? What benefi ts can an enterprise derive from rolling out wireless solutions? What can organisations do to effectively manage a technology rollout?

The answers to some of these questions are evolving, but we believe we see real clarity emerging around demand factors. This report addresses the implications of this demand for enterprise mobility – which business users can use to interact in real time, from any location. Mobility will, in the near future, be essential to an enterprise’s competitiveness in its industry sector as well as in the market.

Introduction


In Thailand, we surveyed 95 PwC employees. Of these, 67% were external client service staff, and 33% were internal support staff. Over half were female (66%) and between the ages of 25-34.

The majority of respondents travelled to work by car (49%), with a daily commute time of between thirty minutes and an hour (35%). Twenty-six percent of the respondents spent more

than 80% of their time working outside the offi ce.

Of our Thailand respondents, 6% considered themselves to be among the “fi rst to purchase” new technology on the market, while 80% considered themselves among the “next to purchase” new technology.

On an average month, 47% of these respondents paid for internet access 0-3 times, and

26% paid for internet access 10 or more times.

Fifty-fi ve percent of our Thailand respondents used a mobile phone that was worth less than US$30.

Profi le of our Thai respondents

Figure 1: Gender of respondents

Thailand

Female66%

Male34%

Thailand

Bicycle0%

Train9%

Bus15%

Other13%

Subway14% Car

49%

Figure 3: Mode of transportation for commute to and from work

Figure 2: Age of respondents

Thailand

16-2424%

25-3453%

35-4423%

Thailand

Next to purchase80%

Last

to p

urch

ase

14%

Firs

t to

purc

hase

6%

Figure 4: Attitude of respondents about new technology on the market


Figure 5: Percentage of time spent out of the offi ce during a work week

Thailand 19%Asia Pac 18%

20-39%


0-19%


40-59%


60-79%


80-100%

Percentage of time out of offi ce

Length of commute when working at local offi ce

Figure 6: Length of commute when working at local offi ce

31-60 minutesThailand 35%

Asia Pac 38%

Thailand 28%

Asia Pac 23%More than 91 minutes

Thailand 23%

Asia Pac 24%61-90 minutes

Thailand 14%

Asia Pac 15%0-30 minutes



01 Working “on-the-go” with minimal disruptions

For most of the respondents, being able to work ‘on-the-go’ is essential. When asked whether their offi ce should install a Wi-Fi network that would automatically switch mobile phone calls over to an IP network upon entering the offi ce, 41% of Thai respondents state that it should be done immediately. This would make mobile disruptions,

such as loss of service in elevators, less likely.

Twenty-four percent of Thai respondents state that this service would greatly increase their productivity, while 36% state that this would improve their ability to serve clients. While the Asia Pac results are similar to Thailand’s,

respondents in the UK are less enthused about this service. Only 15% of UK respondents believe that this service would greatly impact productivity, and 20% strongly believe it would improve their ability to serve clients.

Figure 7: Respondents who would like their offi ce to install a Wi-Fi network that automatically switches mobile phone calls over to an IP network as soon as one enters the building

Thailand

After 6 months

I don't need this service

24%

I already have this service 1%

Immediately 41%

8%

Within 6 months25%

After 6 months


20%


Immediately31%

19%

Within 6 months26%

Asia Pac


For many Thai respondents, the possibility of using their mobile phone and land line as one is an attractive concept. This means that you would no longer have to call one number for your wireless device voice mail, and another for your work voice mail. Also, you could dial internal offi ce extensions from your mobile phone when outside of the offi ce.

Fifty percent of our Thai survey participants state that they would like this service either right away or within 6 months. This result is similar to the UK (49%), but slightly lower than in the US (58%).

Eighty-four percent of Thai respondents believe this service would increase their productivity, a sentiment that is refl ected in

Asia Pacifi c, the US and UK. Nearly all respondents state that this service would increase their job satisfaction.

Only 16% of Thai respondents state that they don’t need this service at all.

Figure 8: Respondents who would like their mobile and land devices to be interconnected






I already have this service

Immediately

Within 6 months

After 6 months


02 Interconnectivity reigns supreme


Using a mobile phone to connect one’s laptop to the internet is becoming more and more of a necessity, especially for those who frequently work outside the offi ce. While 4% of Thai respondents already have this service, 45% state that they would like their company to implement it immediately.

All Thai respondents believe this service would increase their productivity, while 93% agree that it would improve their ability to serve clients and increase their job satisfaction.

Despite the obvious demand, the existing network infrastructure capabilities of each mobile

operator, as well as data security and pricing issues may be a concern for Thai employers.

Figure 9: Respondents who would like to connect their laptops to the internet using their mobile phones.







Immediately

Within 6 months

After 6 months


03 Get online anywhere, without plugging-in


The demand for mobile phones with added services and features is on the rise worldwide. The added services can range from using one’s mobile phone to fi nd and book fl ights, or to listen to webcasts while on-the-go.

These services have the potential to revolutionise the way one operates outside the offi ce. For example, 38% of Thai

respondents state that being kept informed of fl ight information and being able to make reservations via their mobile devices would greatly increase their productivity.

Moreover, forty percent strongly agree that this would improve their ability to serve clients, and 38% strongly agree that this would increase their job

satisfaction. These fi gures are even higher among US respondents, with 47% stating that it will greatly increase their productivity, 46% strongly agreeing that it would improve their ability to serve clients, and 57% strongly agreeing that this would increase their job satisfaction.

04 A mobile phone is no longer just for calls

Figure 10: Respondents who would like to be informed of fl ight information and able to make reservations via their mobile devices

Thailand

Within 6 months


22%


Immediately 41%

11%

After 6 months24%

Within 6 months


21%


Immediately 43%

11%

After 6 months24%

US


Figure 11: How will this service impact productivity, the ability to serve clients, and job satisfaction?

Will greatly increaseproductivity

Strongly agree that this will improve ability

to serve clients

Strongly agree this will increase job satisfaction

0%

10%

20%

30%

40%

50%

60%

Thai

land

38%

Thai

land

40%

Thai

land

38% Asi

a P

ac 4

9%

Asi

a P

ac 4

3%

Asi

a P

ac 4

2%

US

57%

US

46%

US

47%

UK

41%

UK

35%

UK

29%

Figure 12: Respondents who would like to use their mobile device to listen to webcasts







Immediately

Within 6 months

After 6 months



05 Your phone knows where you are

of Thai respondents would like this service immediately or within 6 months, compared to 60% in the US, 56% in Asia Pac, and 50% in the UK.

Mobile devices with the ability to identify one’s location are becoming increasingly popular. Thai respondents in particular are enthused about this technology. Sixty-nine percent

Figure 13: Respondents who would like their mobile devices enabled with location-fi nding technology







Immediately

Within 6 months

After 6 months


41%Thai respondents who strongly agree that location finding technology will greatly increase their productivity


44%Thai respondents who strongly agree that location finding technology will increase their job satisfaction

When asked whether they would like their mobile device to identify the closest fi rm approved hotel and make reservations automatically during business trips, 22% of Thai respondents state that they don’t need this

service. Only 29% of Thai respondents strongly agree that this service would increase their job satisfaction, compared to 41% in Asia Pac, and 43% in the US.

Figure 14: Employee demand for a mobile device that could identify closest fi rm-approved hotel and make reservations automatically







Immediately

Within 6 months

After 6 months



06 Working on-the-go, on your mobile device

For many Thai respondents, the ability to use work applications on their mobile device is viewed as essential. Fifty-four percent state that they would like to submit time sheets and expenses via a mobile application immediately. This was higher than in Asia Pac (44%), the US

(43%), and the UK (30%). However this could be because 38% of our Thai respondents spend more than 60% of their time outside the offi ce, compared to 30% of Asia Pac respondents, 31% of UK respondents and 37% of US respondents.

For Thai respondents, 38% state that this service would greatly increase their productivity, and 41% strongly agree that it would increase their own personal job satisfaction.

Figure 15: Respondents who would like to use their mobile device to submit time sheets and expenses in real time via a mobile application







Immediately

Within 6 months

After 6 months



In regards to the possibility of submitting client invoices over mobile applications, respondents in Thailand weren’t very enthused. In fact, 25% state that they don’t need the service at all. In Asia Pac, a third of respondents agree with their

Thai counterparts – this service isn’t necessary. This sentiment is echoed in the UK and the US with 46% and 41% of respondents, respectively, stating they don’t need to submit client invoices over mobile applications.

Figure 16: Respondents who would like to use their mobile device to submit client invoices via a mobile application



Immediately

Within 6 months

After 6 months







45%Thai respondents who strongly agree that location finding technology will improve their ability to serve clients


07 Data security

As mobile devices are relied on more and more for work, the amount of confi dential data stored on them is increasing. This presents a very real risk if the mobile device is lost, as this data could fall into the wrong hands.

According to our survey, 10% of Thai respondents have

sensitive internal fi rm data on their mobile devices, and 13% have sensitive client data on their mobile devices. Of the Thai respondents, 18% have lost a mobile device in the past 2 years.

When asked whether they would like to be able to remotely delete all data from their mobile

device should they lose it, 43% of respondents in Thailand said yes, they would like to have access to this type of service immediately.

Figure 17: Respondents who would like to be able to remotely delete all data from their mobile device should they lose it



Immediately

Within 6 months

After 6 months


Thailand 43%

Thailand 23%

Thailand 15%

Thailand 17%

Asia Pac 42%

Asia Pac 17%

Asia Pac 24%

Asia Pac 17%

What’s ahead?

The results of our survey indicate that Thai workers want and need more ‘on-the-go’ mobile solutions. Employers need to supply staff with seamless voice and connectivity services, location-based services and mobile compatible business applications.

But are mobile operators in Thailand prepared to offer these services? The answer to that is still uncertain. While the National Telecommunications Commission (NTC) is working to push 3G (third generation) licenses out, the government’s intention to merge the NTC and the National Broadcasting Commission (NBC) will likely prolong the process further. This is to the vexation of the operators, who (since 3G allows for more advanced services

such as videoconferencing and IPTV) are hoping to improve earnings from higher average revenue per user and a lower annual licensing fee than is now paid to concession holders.

NTC will begin auctioning wireless broadband 3G and WIMAX spectra in September 2008, and existing cellular operators are racing towards launching 3G services on their existing spectra.

The country’s leading mobile operators plan to launch commercial 3G services at the same time. These same operators have also confi rmed that their companies will convert to high-speed download packet access (HSDPA) in the near future.

While the coverage of Thai-land’s fi rst 3G service is still lim-ited, and only a few models of mobile phones are compatible, most operators plan to launch this service in key cities later this year, or in early 2009.

How long this process will take is diffi cult to assess. But one thing is clear: mobile providers will fi nd willing and eager consumers for more advanced mobile solutions in Thailand. And employers will fi nd more satisfi ed and productive work-ers if they make the effort to meet the technological needs of their employees.


Kajornkiet AroonpirodkulPartnerPricewaterhouseCoopers Mekong - Thailand Offi ceTel: +66 (0) 2 344 1000Email: [email protected]

Verasa AttanunDirectorPricewaterhouseCoopers Mekong - Thailand Offi ceTel: +66 (0) 2 344 1000Email: [email protected]

Contacts


www.pwc.com/monitorPricewaterhouseCoopers’ Communications, Technology and Entertainment and Media industry groups deliver a complete range of professional services to telecom, cable, satellite, Internet service providers, technology, and entertainment and media companies. The groups provide industry-focused assurance, tax, and advisory services to build public trust and enhance value for its clients and their stakeholders. Drawing on our accumulated experience, we anticipate and meet the challenges of global regulatory change, and help our clients deal with the impact of industry convergence. We continue to add measurable value to our client relationships through our leadership and innovation, which are evident in our evolving services and products. This publication has been prepared for general guidance on matters of interest only, and does not constitute professional advice. You should not act upon the information contained in this publication without obtaining specic professional advice. No representation or warranty (express or implied) is given as to the accuracy or completeness of the information contained in this publication, and, to the extent permitted by law, PricewaterhouseCoopers LLP, its members, employees and agents accept no liability, and disclaim all responsibility, for the consequences of you or anyone else acting, or refraining to act, in reliance on the information contained in this publication or for any decision based on it. © 2008 PricewaterhouseCoopers LLP. All rights reserved. “PricewaterhouseCoopers” refers to PricewaterhouseCoopers LLP (a limited liability partnership in the United Kingdom) or, as the context requires, the PricewaterhouseCoopers global network or other member rms of the network, each of which is a separate and independent legal entity.

convergence monitor enterprise mobility - pwc · the answers to some of these questions are...

Documents