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

1. Adapting to a Mobile IT Landscape: From IT Silo to Enterprise Strategy Kimberly HancherChief Information Officer (CIO) U.S. Equal Employment Opportunity Commission

2. 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.

3. 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

4. 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.

5. 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"

6. Program/Bureau/Business Unit Plan Describes 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.

7. 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

8. 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

9. 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

10. Tactical Plan – Year 1 Infrastructure 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

11. 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

12. Bridging the Gap Do 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

13. 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

14. 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

15. References • GSA Managing Mobility Pageshttp://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/

16. Questions?