Remote and Mobile Workforce Boom Strains IT Resources, Increases Business Risks

The two studies shed new light on business and IT challenges affecting the performance of mobile workers and their companies, and the steps they are taking to improve productivity and connectivity. "The Remote Revolution: Uptime Issues, Implications & Imperatives in the Mobile Workforce," is based on a survey of more than 400 enterprise executives and managers conducted by the BPM Forum, an independent executive thought leadership organization and FAME (the Forum to Advance the Mobile Experience), a mobile advocacy group. "Working to Communicate Better in Business," produced by Avaya, is based on a global survey of 600 mobile professionals and looks at the challenges of mobility from an end-user and business impact perspective.

Among the findings of the Remote Revolution study:

• Some 71% of respondents say the percentage of remote workers is increasing at their companies.
• 86% say their IT departments are feeling increased pressure to support mobile and remote workers.
• 92% say quality of IT support is now essential to business continuity and performance.
• 41% say end-users currently cannot access a live help desk without extended waits and frustrating delays.
• 41% say their companies suffered business disruptions because of ineffective support.
• Protecting against threats, intrusions and viruses is the number one IT priority associated with remote and mobile workers, according to executives, followed by improvement in technical support operations.

Among findings of the Working to Communicate study:

• More than half of mobile end-users surveyed missed important business meetings, customer inquiries, or business leads due to missed communications.
• More than one-third said missed communications directly resulted in lost revenues or additional expenses.
• Two-thirds carry more than one mobile device every day, but most routinely pick up messages late at night, because people can't reach them in a timely manner.

"Old support and infrastructure models are breaking down in the face of the Remote Revolution," according to Chris Kenton, BPM Forum senior vice president and Remote Revolution report author. "Dramatic changes are impacting when and where work happens, but are creating serious unmet demands on IT departments and, in many cases, lost business opportunities. This is a business performance issue that companies need to address head-on."

While companies are clearly facing significant support issues related to the growing mobile workforce, most are seeking cost-effective strategies for addressing them. For example, only slightly half of the companies surveyed in the Remote Revolution study expect to increase IT support budgets. While some 64% say they depend on an in-house help desk for technical support, only 21 percent expect to add additional staff. Instead, companies say they are investing in automated support systems (61%), outsourcing (40%) and additional training for staff (39%).

"The mobile workforce is growing and the imperative now is to help companies develop strategies that maximize existing and new investments in voice and data technologies that ultimately minimize the burden on IT departments, infrastructure and employees," said Geoffrey Baird, vice president and general manager, Communications Appliances Division, Avaya. "It's important that companies embrace mobile strategies and solutions that empower and optimize their mobile workforce. The good news is that they can centralize and simplify control while providing for different needs between users so that the right applications and communications get to the right people -- where they are most effective."