Unisys social computing services nov2012

Social Computing Services Collaboration and Engagement Transformation

© 2012 Unisys Corporation. All rights reserved. 2

Agenda

• Disruptive IT Trends

• Today’s Challenges

• What does Social Computing Solve?

• Lessons Learned

• Unisys Perspective & Recommendations

• Getting Started


Disruptive IT Trends

Cloud computing is an on-demand, pay-per-use, flexible and scalable model covering the entire IT stack from platforms to infrastructure to applications.

The Consumerization of IT and mobile

computing are underpinning the next

significant increase in end-user

productivity, and for a new generation of

IT support models.

CyberSecurity involves the security of IT

systems within the enterprise and the

broader digital networks upon which they

rely – including cyber space itself and

critical infrastructures.

Appliances are a packaged combination

of hardware and software, offering a

faster and easier deployment compared

to buying, installing and configuring the

components separately.

Big Data and Smart Computing help

enterprises to identity patterns and derive

real-time business insights for competitive

advantage from large volumes of data

flooding the enterprise.

Create a web of people who interact with

applications, data and each other in real

time

Cloud Computing

Consumerization of IT/Mobility

Social Computing

Big Data/Smart Computing

IT Appliances

Key disruptive trends are creating new opportunities for IT to deliver business value and a step-change in productivity via new styles of interaction, automation and service delivery.

Drive New Business Opportunities

CyberSecurity


Today’s Reality Social technologies adopted at record speed

0 1 2 3 4

Years to reach 50M users

Source: McKinsey & Co.

Enterprises Social Technologies are

forecasted to grow exponentially

Internet

iPod

Twitter

Facebook

Reaches 50M

users

in <=1year

Today 59% of organizations are

planning or implementing enterprise

social platforms – Forrester

Adoption of social computing in

business will grow by 10-30% in the

next year - Gartner

By 2014, social networking services

will replace email as the primary

vehicle for interpersonal

communications for 20% of the

business users – Gartner

Consumer Social Technologies have

been adopted at record speed


What is Social Computing in the Business World?

Social Technologies have applications beneficial to both consumers and enterprises

Note: this list is not exhaustive

Source: McKinsey and Co.

Social Computing creates a web

of people who interact with

applications, data and each other

in real time to help people to…

1. … connect and engage with each other…

2. …create and share knowledge…

3. …collaborate and conduct complex transactions…

…using intuitive social

technologies according to

natural social behavior


Today’s Reality Employee Usage and Expectations Driving Enterprise Adoption

• 2x as many information workers using

social media tools such as Facebook and

Twitter in workplace

• Over one in three iWorkers use social

networks and communities for customer

and employee communication, and

advertising/PR

• 75% of employees access social media

from personal mobile devices at work.

Mobile Elite are the Social

Elite

• Are some of the

heaviest users of social

tools

• Are using consumer

applications to interact

with customers,

colleagues and partners

• Expect same high levels

of collaboration from

their enterprise tools

• Are catalysts of change

within an organization

2012 Consumerization of IT study (Unisys and

Forrester)

Employee Usage and

Expectations increasing

- 2011 Consumerization of IT study (Unisys/ and DC)

- Social Media & Workplace Collaboration Research

(SilkRoad Technology)


Organizations Struggle to Achieve a Social Enterprise

Complexity

Lack of Enterprise Engagement

End User Resistance

Lack of Training and Interest

Balancing Risk vs. Reward

Most significant barriers to adoption of social media tools are lack of

strategy and understanding, and an inability to determine a business

use case or ROI - Gartner

17%

73%

10%

75-100% 0-75% Don't Know

Only 17% of organizations have 75% of

targeted employee base actively

engaged - Chess Media Group

41% of resistance comes from

Managers and Users, not IT

- Chess Media Group

Less than 10% of employers offer social media training and 33% of end

users don’t want to learn a new technology

- Chess Media Group, SilkRoad Technology

Restrictions limit adoption, but no rules expose enterprise to risks 16%

have vs. 37% do NOT have structured policies in place - Chess Media Group

41%

21% 17% 12%

Users/Mgrs There isn't any

IT Other


Today’s Reality Enterprise IT Departments should be concerned

Fear of Employee Abuse and Lack of Security

– How Social Media, Mobile & Tech impact workplace communication

Underestimate

IT decision makers underestimate use of social networks being used for

business communications. Many iWorkers are using these tools off the

grid, often without IT’s knowledge or approval.

– 2011 Consumerization of IT Study (Unisys & IDC)

Unprepared

• 40% of employees reported having informal guidelines or no policy at

all from their employers

• Only 23% of employees report having a specific social media policy

-SilkRoad Technology

• 46% of company leaders believe employees misuse social media &

work technology

• 42% cite concern about system security


Today’s Reality …Inaction and delays lead to competitive disadvantage

Loss of Competitive Advantage Potential Lost Value

• More than $1 trillion in value can be

unlocked through the use of social

technologies across the value chain

• 90% of companies using social

technologies report some business

benefit from these technologies

• 20–25% potential improvement possible

in knowledge worker productivity

• 28% reduction in time to market for new

products and services

- McKinsey Global Institute

- McKinsey Global Institute


What Problems Are You Solving? P

rob

lem

O

rga

niz

ati

on

al N

ee

d

Knowledge workers spend

30% of their time looking

for information they need

to do their jobs1

86% of employees cite

lack of collaboration for

workplace failures3

Only 20% of Companies

say Sales and Marketing

work well together on basic

processes2

1 in 4 CEOs unable to pursue

market opportunity or delayed a

strategic initiative due to talent

challenges4

Connect Globally

Distributed Teams

Improve Organization

Inefficiencies

Create Knowledge

Sharing Culture

Find Skills, Attract Talent

in NextGen Workplace

• Increase speed to

access to subject

experts (SME

communities and “Ask Me

About” #Hashtags)

• Increase speed to

access critical

information (discussion

forums)

• Improve sales force

productivity (social

enabled CRM)

• Improve cycle time of

manual transactional

processes (Social

enabled ECM)

• Find missing skills and

recruit, train, and manage

employees who are more

diverse than ever, with

multiple interests, life

experiences, backgrounds

(HR integrated Social

Platform)

• Foster employee

collaboration and

ideation (team sites)

• Increase employee

visibility (personalized

news, micro blogs)

1Delphi Group : 2AIIM Market Intelligence: 3 Fierce Inc: 4 PWC


The Potential Value of Social Computing The results are out…

Reduction in email

Reduced time to market

Increase in number of successful product innovations

Increase in employee satisfaction

Increase in speed of access to internal experts

Increase in speed to access knowledge

-25%

-29%

28%

41%

52%

74%

Reduce email volume by allowing employees to access discussion

forums on common problems

Enable faster innovation in product development phase by

providing a common platform for all stakeholders in value chain

Use social platforms to derive richer insights about

changing consumers needs and test product concepts

Allow employees to more efficiently collaborate

with co-workers to solve work related issues

Use social platform to bring experts into

mission-critical projects

Connect distributed teams

through communities

The potential value from social technologies can help organizations gain a competitive edge in the market

Source: McKinsey & Co.


How Others Are Using Social Computing

An airline company can use social

technologies to share

real time regional

pricing information to

improve yield

management and

increase revenue

A financial company can leverage social

media channels

crowdsource ideas from

customers on new

products such as mobile

banking applications

A hotel chain can use social media as

a real-time channel to

get feedback on overall

service quality and to

provide customer deals

to their most actively

engaged evangelists

A Judicial Court

System can provide a social

platform for its

employees to share

knowledge across

court levels for more

efficient hand-offs that

reduce bottlenecks as

cases move vertically

and horizontally

through the judicial

process


How Others Are Using Social Computing

A utility company can use social media

as a low cost and

effective channel for

providing customer

service and as a way

to get closer to

customers, spot

trends, identify

influencers, and

create customer

advocates

A CPG company can use social media as

a real time channel to

monitor customer

conversations and to get

feedback on products,

campaigns and discount

schemes

A technology

company can provide a platform

for its employees to

share knowledge and

expertise resulting in

improved interaction

and faster innovation

A public sector

agency can provide a social

platform for its case

workers to collaborate

with health workers

and local field offices to

improve delivery of

citizen social services


How Unisys Has Leveraged Social Computing Knowledge Management and Workplace Collaboration

Benefits and Results:

The solution, 91% of the Unisys targeted employee base, and 77% of its total global workforce have adopted social tools within an 18 month period. This has fueled the innovative culture at Unisys, improved quality of customer service, and facilitated employee development.

Business Issue:

Unisys, a worldwide information technology company, wanted to enhance the ability of its employees to connect and collaborate more efficiently and share knowledge more effectively.

Unisys launched a global initiative to make knowledge sharing and social collaboration an integral part of its culture based on Microsoft SharePoint and NewsGator to add social collaboration to the daily workflow of its employees.

Unisys Response:


Unisys Success Recognized Externally


Social Computing Application Scenarios Think Beyond Digital Marketing

There are a number of scenarios across horizontal” and “vertical” solution areas which can be progressively implemented in order to develop a strategic enterprise social layer

Customer

Engagement

Next Generation

Knowledge Mgmt

& Collaboration

Social-Enabling

Mission Critical

Applications

Basic Scenarios Intermediate Scenarios Advanced Scenarios

Ho

rizo

nta

l S

olu

tion

s

Ve

rtic

al

So

lution

s

Digital Marketing

Customer Support

Customer Communities

Strategic Workplace Collaboration

Ideation and Innovation Management

Knowledge Management

Social CRM

Case Collaboration

Exception Resolution

Business Process Integration

Think beyond digital marketing and reframe social computing as new paradigm for

enterprise collaboration to support key business processes and transactions

across employees, customers/citizens and partners


Unisys Perspective & Recommendations Strategic Recommendations for Social Computing

Social-Enabling

Mission Critical

Applications

Our set of strategic recommendations help clients progress along the continuum of social

computing scenarios in a measured approach with increasing levels of business impact

Strategy

Development Emphasize social computing as a “next generation” enabler for application

modernization and determine how best to integrate social computing strategy

among competing IT priorities and transformation projects

Target “horizontal” functions such as strategic knowledge management,

innovation, and customer relationship management to deliver relevant and

contextual information to end users

Target “vertical” functions such as client-facing transactional applications to add

collaborative functionality to cut cycle-time for ad-hoc processes such as exception

handling and problem mgmt

Start exploring modernization and integration opportunities between your

business applications and your enterprise social computing platforms specifically

to automate ad-hoc, workflow processes


How Can We Help You Get Started? Starting points on the road to the socially-connected enterprise

Social Computing

Innovation

Workshops

Social Computing

Implementation

Services

Social Computing

Modernization

Services

Social Computing

Advisory Services

Identification and

Prioritization of Social

Computing

Opportunities

Our services are designed to help you build out a strategic social computing capability

that is tightly integrated with your applications to create a socially-connected enterprise

Development of Social

Computing Strategy,

Roadmap and

Implementation Plans

Workplace Collaboration,

Knowledge Management,

Customer Engagement,

Integration with Public

Social Networks

Integration of Social

Computing platforms

with Enterprise

Applications and

Processes


Social Computing Advisory Services Development of Strategy, Roadmap and Implementation Plans

Social Computing Advisory Services is a strategic consultative engagement advising clients on how

to leverage social computing across their enterprise with a roadmap and implementation plan

Our advisory services provide a strategic IT assessment with observations and recommendations

for social computing delivered via our discover, strategize, analyze and plan approach

Social Computing Advisory Services delivers a strategy,

roadmap and implementation plan for clients to leverage Social

Computing to achieve their identified business goals

Client Benefits

• Define a strategic vision for enterprise social computing

• Determine opportunity areas for social computing

• Mitigate security, privacy and compliance risk

• Build success measures

• Integrate culturally accepted business practices

Unisys Credentials

• Application modernization and integration experience helps eliminate silos

and maximize business value

• Rich security heritage ensures social computing initiatives do not

compromise sensitive data

• Focus on enterprise value beyond digital marketing


Social Computing Implementation/Modernization Services Implementation & Integration of Social Computing Platforms

Social Computing Implementation and Modernization Services support clients with implementation

of enterprise social computing platforms and social-enablement of existing enterprise applications

Our implementation and modernization services focus on areas such as workplace collaboration ,

knowledge management, customer engagement, and social-enablement of enterprise applications

Social Computing Implementation/Modernization

Services leverage Unisys experience, global delivery model,

proven methodology and thought leadership to deploy and

seamlessly integrate “best-fit” Social Computing solutions

Client Benefits

• Increase customer engagement and support

• Increase organizational productivity and reduce costs

• Social-enable enterprise applications and processes

Unisys Credentials

• Strategic Partners with best of breed providers such as Jive, Microsoft and

Newsgator

• Proven full lifecycle methodology, 3D Blueprinting supports strategy and

business process design

• Solutions Delivery Framework (SDF) defines consistent, repeatable, and

reusable processes


Assess strategy and vision for

employee collaboration and

knowledge management

Enterprise-wide Workplace Collaboration A Delivery Approach

Objective: Leverage

social technologies for

workplace collaboration

Objective: Increase

customer value by

enhancing customer facing

business applications

Social-Enabling

Mission Critical

Applications

Objective: Enable social

interaction within and across

different software interfaces and

devices

Identify an integration strategy to

connect social platforms with sales

and customer support systems

Identify disparate processes that

can be streamlined by using Social

Computing as an integration

platform

Implement an enterprise social

platform to enable employees to

build a network of colleagues

Introduce an enterprise social

computing platform to develop

basic customer collaboration

capabilities

Make enterprise social computing

available to all business units

through a common platform

Expand social functions to

support and integrate with internal

business processes

Social-enable your CRM

applications to enrich the customer

dialogue and improve self-service

Embed social tools such as

messaging and activity streams to

consume distribute content from any

source including apps & databases


With Unisys’ Social Computing

Solutions, Clients Benefit From:

• Experience socially enabling a global workforce

• Successful use of social media within the enterprise

• A user-led rather than a technology focused offering

• More than 20 years of application modernization experience across most industries and government sectors

Unisys social computing services nov2012

Technology

social computingsolve

theytime computing

smart computing

social networking services

new opportunities

computing significant

business value

unisys corporation