BNDES presentation at IBM Connect 2014 - Project Traveller

1. CUST108: BYOD Do´s and
Don´ts – IBM Notes Traveler
experience at Brazilian
Development Bank (BNDES)
Rogerio Melo, BNDES
© 2014 IBM Corporation

2. Agenda
 BNDES – Brazilian Development Bank
 BYOD and IT Consumerization: Some facts
 IBM Notes Traveler: Hitting the road at BNDES
 Notes Traveler end-user feedback at BNDES
 Do´s and Don´ts based on our experience
2

3. BNDES – Brazilian Development Bank
BNDES Highlights
 Founded on June 20th, 1952
 100% state-owned company under private law
 Key instrument for implementation of Federal Government’s industrial and
infrastructure policies
 Main provider of long-term financing in Brazil
 Emphasis on financing investment projects
 Support to micro, small and medium-sized companies
 Support to Export and Internationalization of Brazilian companies
3

4. BNDES – Brazilian Development Bank
BNDES Time Line
4

5. BNDES – Brazilian Development Bank
BNDES Mission, Vision and Values
 Mission
– To foster sustainable and competitive development in the Brazilian economy,
generating employment, while reducing social and regional inequalities.
 Vision
– To be the development bank of Brazil, innovative, outstanding and to proactively tackle
the current and relevant changes of our society.
 Values
– Commitment to the country´s development, ethics, public spirit
and excellence.
5

6. BNDES – Brazilian Development Bank
BNDES Headquarters and Offices
6

7. BNDES – Brazilian Development Bank
An example of recent BNDES growth: Disbursements
7

8. BYOD and IT Consumerization:
Some facts
8

9. BYOD and IT Consumerization: Some facts
Facts and Forecasts
 BYOD – Bring Your Own Device
– It´s the use of personal computing technologies at the workplace
 IT Consumerization
– It´s the specific impact that customer-originated technologies can have on enterprises
(Gartner)
– Brazilian scenario: 97% of employees use at least one mobile device in company
 Main concerns of IT executives (Wakefield Research,2011):
– Security Risks
– No managed data
9
(70% - Brazil X 66% - World)
(30% - Brazil X 37% - World)

10. BYOD and IT Consumerization: Some facts
Facts and Forecasts
 2011 (Brasil): 19M active smartphones (Nielsen,2011)
 2012: 645M smartphones all around the world (40% more than 2011)
 August 2013: Smartphones sales greater than regular cell phones in Brazil
 It´s necessary to choose a management model for mobile devices (Gartner, 2011)
– Security, costs and QoS need to be guaranteed
– User Satisfaction (avoiding corporate risk exposure)
– Innovation (user engagement)
– No Device Mobility (personal e-mail)
10

11. IBM Notes Traveler:
Hitting the road at BNDES
11

12. IBM Notes Traveler: Hitting the road at BNDES
Notes Traveler overview
 Straightforward installation
 Seamless integration with your Lotus Notes Domino environment
 Very reliable and stable product
 Shows users and devices information (device name, OS type, last sync)
 Allows policy settings per OS device (iOS, Android, etc)
 Allows device control (suspend, wipe entire device or just email data)
12

13. IBM Notes Traveler: Hitting the road at BNDES
Notes Traveler overview
13

14. IBM Notes Traveler: Hitting the road at BNDES
Notes Traveler overview
14

15. IBM Notes Traveler: Hitting the road at BNDES
Implementation challenges
 How to support a personal device?
 How to provide secure access to corporate e-mail?
 How to deal with stolen/robbed devices?
 How to permit access to the service only for users that accept the Terms of Use?
 How to deal with lots of user requests at service launch?
 How to test device OS versions and generate user manuals for different device types?
15

16. IBM Notes Traveler: Hitting the road at BNDES
Project guidelines to face identified challenges
 User manuals and FAQs will be provided. No personal device support via Service Desk.
Eventual end-user inquiries would be sent by email and answered on a best effort basis.
 Terms of use stating that Password enforcement would be set with device wipe after 10
times wrong. Policies configured to store messages on the device only for a specific amount
of days.
 Terms of use stating that end-user is responsible to wipe his device and optionally use the
on call IT team to do this task in case of stolen/robbed device
 Process flow established so the user could subscribe the service and, only after receive
Terms of Use consent by email, place user mailbox in a allowed group to access the service.
 Process flow with auto reply messages and internship training for maximum efficiency.
 Use of personal devices from IT team and SDK to generate the user manuals and testing.
16

17. IBM Notes Traveler: Hitting the road at BNDES
Our environment
 BYOD Notes Traveler Production environment – Go Live on Nov/2011
– Single Virtual Machine – 4 virtual CPUs, 6GB RAM
– IBM Notes Domino v8.5.3.2 and IBM Notes Traveler v8.5.3.3 IF1
– Users / Devices
• Feb/2012: ~400 active devices and ~430 users (4 months after)
• Dec/2013: ~800 active devices and ~600 users
 Corporate Blackberry Z10 Beta environment – Go Live on June/2013
– Single Virtual Machine – 2 virtual CPUs, 2GB RAM
– IBM Domino v9.0.0.0 IF3 and IBM Notes Traveler v9.0.0.1 IF1
– Users / Devices
• Dec/2013: ~50 active devices
17

18. IBM Notes Traveler: Hitting the road at BNDES
Self Service: user manuals and FAQ
18

19. Notes Traveler end-user feedback
at BNDES
19

20. Notes Traveler end-user feedback at BNDES
Evaluation surveys
 Two evaluation surveys on Feb/2012 and Dec/2013
 Five questions:
– User Manuals, Quality of Service, Terms of Use, Self service, Productivity increase
 1 to 5 scale:
– From Completely dissatisfied to Completely satisfied
 Feb/2012:
– 145 answers (~36% of 430 active users)
 Dec/2013:
– 153 answers (~25% of 600 active users)
 Device types:
– iOS (iPhone/iPad): ~70% , Android: ~29%, Others: ~1%
20

21. Notes Traveler end-user feedback at BNDES
Evaluation surveys – Sat for User Manuals
 User Manuals: 93% User Sat on Feb/2012 vs. 60% User Sat on Dec/2013
21

22. Notes Traveler end-user feedback at BNDES
Evaluation surveys – Sat for Quality of Service and Availability
 Quality of Service: 90% User Sat on Feb/2012 vs. 82% User Sat on Dec/2013
22

23. Notes Traveler end-user feedback at BNDES
Evaluation surveys – Sat for Terms of Use
 Terms of Use: 72% User Sat on Feb/2012 vs. 59% User Sat on Dec/2013
23

24. Notes Traveler end-user feedback at BNDES
Evaluation surveys – Sat for Self Service
 Self Service: 95% User Sat on Feb/2012 vs. 82% User Sat on Dec/2013
24

25. Notes Traveler end-user feedback at BNDES
Evaluation surveys – Sat for Productivity Increase
 Productivity Increase: 88% User Sat on Feb/2012 vs. 83% User Sat on Dec/2013
25

26. Notes Traveler end-user feedback at BNDES
Evaluation surveys – some end-user comments
 “...congratulations for the new service that will improve my work efficiency.“
 “Security policy is invasive on a device that is not BNDES property. Would be better
to discontinue the service.”
 “I´m concerned about auto erase after 10 invalid password attempts, as several times
my child gets my mobile phone...”
 “Excellent service, works perfectly and allows more productivity and making
business trips. Congratulations to everyone.”
 “Service is great. Can we also use IBM Sametime?”
 “It´s possible to run on other platforms like Windows Phone?”
26

27. Do´s and Don´ts based on our
experience
27

28. Do´s and Don´ts based on our experience
Don´ts based on our experience
 Don´t go to the Test phase without at least some beta material
– Avoid huge manual efforts to support the test users
 Don´t extend too much the Test phase
– Managers will be unhappy to know that their subordinates have the service, but they
don´t
 Don´t overshadow proper communication of Terms of Use
– Remember you are applying corporate policies to a personal end-user device
 Don´t Go Live the service without clear support terms for personal devices on corporate
environment
– Establish end-user expectations
 Don´t forget to update user manuals on a regular basis
– Otherwise User Sat will go down…
28

29. Do´s and Don´ts based on our experience
Do´s based on our experience
 Choose your management device model
 Communicate! Consider to use Change Management and Internal Marketing departments
and tools like IBM Connections.
 Test as much as you can on real devices. Also use virtual mobile device SDK for testing.
 Keep installation manuals updated. It´s a challenge as new devices, OSs and product
versions arise.
 Establish, before Go Live, a service request flow to prepare for the initial burst or consider to
implement in waves.
 Implement policies and procedures for stolen and robbed devices.
29

30. Do´s and Don´ts based on our experience
Do´s based on our experience
 Consider to have different Notes Traveler installations for BYOD devices and corporate
ones.
 Consider to implement other products, like IBM Sametime, using a similar method.
 Productivity increase and end-user SAT are the keys to justify investments on the solution.
 Got to hear your users! Evaluate the service from time to time.
 Empower your users! Do Self service!
– They are much more Smarter and than you think…
30

31.  Access Connect Online to complete your session surveys using any:
– Web or mobile browser
– Connect Online kiosk onsite
 The author also thanks to the BNDES IT team personnel that make it happen:
–
–
–
–
–
31
André Mauro
Danilo Taveira
Rafael Lameirinha
Marcelo Berrêdo
Leonardo Cardoso
André Elvas
Diogo Santos
Márcio Fernandes
Luciana Reis
Mário Ginglass

32. Acknowledgements and Disclaimers
Availability. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates.
The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither
intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts were made to verify the completeness and accuracy of the information
contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise
related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or
its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.
All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and
performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you
will result in any specific sales, revenue growth or other results.
© Copyright IBM Corporation 2014. All rights reserved.
 U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
 IBM, the IBM logo, ibm.com, IBM Lotus, and IBM Notes Traveler are trademarks or registered trademarks of International Business Machines Corporation in the United States, other
countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S.
registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A
current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml
[BNDES, Gartner, Wakefield Research, Nielsen, Red Hat, Android, iOS, iPhone, iPad, Samsung, Nokia, Windows Mobile]
Other company, product, or service names may be trademarks or service marks of others.
“The contents presented here are on the responsibility of its author and do not necessarily reflect the opinion of BNDES.”
32