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Field Service News is currently undertaking a research project into what types of mobility tool are being used by field service companies. What types of hardware and software are being used? How are companies selecting the right solution for their engineers? What feedback are their engineers giving them and what benefits are being delivered through digital mobility solutions? 

The survey is coming to a close at the end of this week so if you want to make your voice heard and enter the survey now by clicking this link. All respondents will get a full copy of an exclusive white paper based on the findings of this research and also thanks to our sponsors Advanced Field Service we are also offering three x £50 Amazon vouchers for those who opt to enter our prize draw.

Types of devices being used in the field

It is perhaps no surprise by now that most companies are using some form of digital device. We have been going through a digital revolution across the last decade and no industry has felt the impact of this change as keenly as field service.

Indeed out in the wider world of industry the emergence of Enterprise Mobility as a definable, and eminently sizeable industry that will ultimately dwarf the size of the field technology sector considerably, has now firmly taken root.

 

However, the field service industry, which has more complex needs than it’s younger cousin of Enterprise Mobility, is also a far more mature market in general.

 

In fact our research indicates that the majority of companies are using a mix of differing digital devices, with 50% stating this is the case. This would make sense as many field service organisations are now in their second, third or even fourth generation of digital device being rolled out to their field engineers.

However, when it comes to those companies that have rolled out just one device to their mobile workforce the results so far certainly raised a few surprises. Perhaps the biggest of this is that despite the high profile increase in tablet computing, of those companies responding to our survey so far only 4% are using tablets exclusively.

This is only fractionally greater than those companies using PDAs exclusively which was just 3%. However, if we think that PDAs were the dominant mobile device in the not so distant past it is interesting to see such a dramatic decline as these devices essentially become faded out to obselition.

Of course the natural successor to PDAs is the smart phone and the number of companies relying on smart phones only as their field service engineers' working tool was a relatively sizeable 14%.

 

However, despite the rise in prominence of the smart phone as a valid tool for field engineers, the most frequently provided tool in isolation remains the laptop with 32% of companies providing only these to their field engineers. Of course an argument could easily be made that laptops have been around for a much longer timeframe than both tablets and smart phones and many of those companies that currently provide laptops to their engineers may well move towards either smartphones or tablets eventually. However, for those engineers whose reporting is reliant on much manual data input there are still clear benefits of having a physical keyboard and the research certainly indicates the laptop is a long way from retirement.

 

Of course as alluded to above, many companies are using multiple devices, and it is highly likely that these companies are using more modern devices (i.e. smartphones and laptops) so this should also be taken into account in assesing the most common devices being used, however the trends of declining PDA use and increasing smartphone use certainly align with other industry reports.

The last few days of pen and paper

There are of course in any industry sector laggards that remain behind the industry trends. However, when it comes to the application of mobile technology amongst field engineers this group (i.e. those using no digital medium) now stands at just 3%.

Not only the is the group now just a very small minority but our research also indicated it is set to completley dissapear within the next tweleve months.

 

Of those companies still using pen and paper 100% stated they are considering moving to digital mobile platform within the next twelve months. The reasons for this are of course clear, as are the benefits of moving to a digital medium, including increasing productivity and streamlining a field engineers workflow. The fact is that those companies still relying on pen and paper are in danger of falling significantly behind their competition.

 

In fact of those companies still using pen and paper 100% of the respondents admitted that they felt they were at a disadvantage, with 50% stating that they felt that disadvantage was significantly impacting their ability to remain competitive.

What about you?

How does this tally with your own situation? Let us know by taking five minutes to help us with this research by completing our online survey here.

And if you would like to know more about the findings of this research, which also looks at the types of software being used in the field, whether BYOD is taking hold, rugged vs. consumer technology and what types of decisions are being made in selecting the right digital mobile solution - then remember every respondent will receive copy of an exclusive white paper reporting these findings. PLUS you could also win of three fifty pound prizes!

The survey closes on 2/4/15 at 23:59 GMT so complete the survey now to make sure you get your copy of the white paper and a chance to win.

 

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Xplore Technologies’ Sandy McCaskie asks whether the rising “consumer made rugged” approach can work for field service companies?

In an industry so exposed to mobile technology it was inevitable that consumerisation would have a huge impact on field service. Mobile phones, tablet PCs and intuitive, point solution apps have all been part of the FSM landscape for years.

And it is now clear that the consumer manufacturers have their sights set on the industry.

It is easy to understand why there has been such profound interest in this market. Gartner research puts the revenue for packaged field service dispatch and workforce management software applications, not including service revenue, at approximately $1.2 billion in 2012, with a compound annual growth rate of 12.7%.

Other analysts forecast the Global Field Service Management market to grow at a CAGR of 4 percent over the period 2012-2016.

 

Much of this growth has been driven and will continue to come from small and medium-sized enterprises and though high implementation costs could pose a challenge to the growth of this market, the clear commercial drivers are presently winning.

Top of this list of drivers is that an ever-more competitive landscape means service businesses are struggling to differentiate themselves to a customer base with expectations at an all-time high.

As the number of customer touch-points increases for every brand, services in the field are rapidly becoming the new frontline in the battle for competitive market share, playing a major role in customer satisfaction, brand reputation and customer retention and profitability.

Adding to this, logistical challenges, unpredictable fuel prices, incoming legislative requirements and environmental concerns make today a challenging time to run a service operation.

 

These service organisations will need to invest in a number of initiatives to tackle these elements. At the risk of sounding predictable, it is the technology at the heart of those customer interactions in the field that will be vital and needs most intense scrutiny.

In recent research, 88% of field service directors say say that increasing workforce productivity and utilisation is an important strategic objective but less than 20% had implemented fully automated scheduling, dispatch and mobility systems to deliver real-time visibility and control of field service

The research suggests that the need to integrate a diverse mix of often incompatible legacy systems is preventing many organisations from realising the full potential of technology to increase workforce efficiency, a crucial factor in achieving service excellence.

 

This is one half of the story - the other comes from the development of the rugged tablet market.

The rugged tablet market, has shown consistent quarterly growth upwards of 20% for the past two years, is showing signs of slowing. VDC anticipates that the rugged tablet market will top $500 million in 2014 and that the increased adoption of Android will present a growing opportunity as more enterprises move to adopt the OS for line-ofbusiness applications.

This is in comparison to the rugged handheld market, which represents the single-largest mobile computing category at nearly $600 million.

This battle between form factor is keenly fought in field service: recent VDC research showed that 89% of “field mobility” businesses deploy smartphones, 67% deploy tablets, 24% use a rugged handheld and 28% use a rugged tablet.

This dominance of consumer tablets over rugged tablets pervades all vertical markets, but so does the closeness of the figures of those deploying rugged handheld and tablets.

 

At the present time, in many cases the decision to deploy a rugged tablet is at the immediate expense of rugged handhelds, rather than a consumer tablet.

This can be best understood because rugged tablets offer a better “point of convergence” for all of the demands on the technology in the field, especially when compared to handhelds or even ruggedised smartphones.

However, there are some strong conflicting factors at play for the rugged tablet market at the present time - top of which is the need to develop more consumer-inspired designs versus maintaining legacy capabilities when dealing with verticals that are typically averse to change.

And of course, one of the problems with making a tablet that is built to last, is that refresh cycles are going to be further apart.

However, the fact remains that the enterprise tablet market, especially a rugged market that comes with added incentives of billable service, peripherals for workflow and strong customer loyalty is going to spark the interest of the major manufacturers.

Samsung has recently made strong attempts to secure rugged business.

Field service, alongside construction, is going to be a great proving ground to see if this “consumer made rugged” approach can work.

This is not just a simple case of ruggedised casing on existing consumer models.

Peripherals, be they data collection units, docks, carry bags etc are important considerations.

Small design nuances like a handle, stylus input and screen viewability will cause a lot of early changes for these consumer-based units. But much will come from the simple question of if these consumer-focused manufacturers understand the vertical markets in which they will operate.

Consumer taste changes fast. IT investment cycles do not. There is a reason for imposing standards such as software security or methods of data collection. The worry is that using consumer based units is – frankly - begging to have holes ripped into the fragile fabric of mobile data security.

 

A lot of the expertise (and therefore control) is in the hands of the channel and some manufacturers may not like that. And let us not forget that the rugged market is already dominated by a consumer name.

For those of us already engaged in developing ruggedised tablets for professional markets such as field service, we must view the the entrance of the large consumer manufacturers as a call to arms.

The response will be one of innovation, keen alignment to the demands of the industry, And perhaps one or two moments of disruption too.

 

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Motion Computing's Ian Davies returns to the question of what defines field service...

We have previously discussed the emerging differences between enterprise mobility and field service.  The underlying current of that discussion was which fish would eat the other.

In the cold light of day, it is clear that (from a market and technology perspective at least) field service management will live ‘within’ enterprise mobility.  But this overlooks a critical point of distinction - what does a field service definition of enterprise mobility look like?  What are the actual, tangible hallmarks of an FS deployment and what does this mean for selecting the right technology?

 

Firstly, don’t even look at the technology.  Look in the mirror.  If you are wearing a hard hat, chances are you are field service and much of the discussion around enterprise mobility may not apply to a great extent.

 

Of course, the same reason you are wearing such a fetching headpiece - safety - does need to be reflected in the choice of mobile technology.    This may mean the right IP ratings for ruggedness, the right protection of critical information or the right certifications for specific environments such as explosive atmospheres.

There are other clear hallmarks of a field service deployment, driven by the needs of the mobile worker.  Whilst these can be broadly grouped into connectivity, computing power and security, it is worth bearing in mind what each of these labels mean to the different vertical markets within field service.

Connectivity

Productivity in the field depends on being connected to other people and resources - be they colleagues at head office, other mobile technicians and engineers or databases thousands of miles away.  When a signal connection drops for a consumer on the high street it is an annoyance.  When a signal drops for an engineer on an oil rig, it can paralyse the operation of the whole drilling platform.

Elsewhere, many public safety and utility businesses operate within dense metropolitan areas where network saturation can impact wireless performance - especially 4G.

Not all enterprise-focused mobile devices are compatible with the latest 4G wireless technology, which means signal availability and data speeds can be unpredictable.

One of the arguments recently put forward has been to view the level of ruggedisation that a tablet needs not as a consequence of the environment in which it operates, but as a result of how critical the process enabled by the technology is, to the business.  The same goes for connectivity - if the connection to the back office or elsewhere is paramount to enabling a given task, it must be backed up with redundancy and alternative options.

Computing power

Software applications for use in the field grow ever more sophisticated, incorporating more and more data and handling increasingly complex processes.  At the same time the need for power efficiency (and the subsequent impact on battery life) remains top of the list of concerns for most deployments.

 

For example, the latest 5^th Gen Intel^® Core™ processors (Broadwell) including the i7 vPro™ chipset, provide the power to quickly move through computation-intensive applications, while increasing overall power efficiency. However, again applying the idea that the process, not the environment is the defining aspect of selection, it is important that such technology is paired with the ability to hot-swap the battery in the field.

 

Despite the fact field service is - by definition - away from the traditional desk environment, data processing needs remain the same. Devices must offer the same processing capabilities on devices such as tablets as they do on a desktop or laptop.

Security

From a security perspective, the net result of a more connected mobile workforce with access to increasingly sensitive information is greater vulnerability.  Stories of lost laptops still make the headlines and more endpoint devices offer more openings to malicious attacks on a corporate network.  Part of the answer here lies in greater training and better procedures for field service personnel.

 

 However, technology can also help - multi-factor authentication capabilities through a combination of password, fingerprint scanner and smart card readers for environments such as healthcare, public safety and manufacturing - are important considerations.  Likewise encryption is a vital component of an increased security profile, with remote management capabilities and kill switches necessary in some cases.

 

Of course, these three areas are neither exhaustive, nor the exclusive preserve of field service.  But they do give serious points for consideration to those procuring technology such as notebooks or tablet PCs for use out in the field.

The needs of the specific industry must also be taken into account (an aspect as equally applicable to hardware as software) if the field service personnel equipped with this technology are to achieve the productivity savings that drive so many field service and enterprise mobility deployments alike.

Key to these savings are the peripherals that will augment a tablet PC and enable it to fit into the workflows of field service personnel.  Vehicle mounts are a great example, as well as carry cases and charging docks.

These are not just additions that are “nice to have” - they form the bedrock of the tablet fitting in to the jobs being undertaken in the field and improving productivity.  They are also, like hard hats, a great indication that the field service teams have the right kit to get the job done.

 

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Xplore Technologies a manufacturer of the most powerful, longest-lasting, ultra and fully-rugged tablets, recently announced Xplore xCapture Pro camera software for its Bobcat and XC6 Windows-based tablet PCs. The new camera software provides end users with photo editing, geo tagging and enhanced barcode scanning functionality. The addition of xCapture Pro as an integrated tool for the Bobcat and XC6 reduces the need for additional devices in the field and offers functionality to enhance the productivity of mobile workforces.

“We continue to listen to our customers and deliver the features and capabilities they’re looking for. Customers in vertical markets such as utilities, field service and insurance can take advantage of these enhanced features to improve productivity in the field,” said Mark Holleran, president and COO at Xplore Technologies. “Our new xCapture Pro camera software is another example of the innovative engineering and design that Xplore is bringing to its robust line of ultra and fully-rugged tablet PCs.”

Xplore xCapture Pro is an ideal enterprise solution for field service calls, asset management, inventory management or occasional scanning of barcodes. The software is also beneficial for users who may need to know the time and location for when and where a photo was taken, such as a field service technician or insurance adjustor who wants to document an event or condition. They can also use the software to simply edit a photo or make notes on the image.

Features and Benefits

· Photo Editing: Software provides users the ability to crop, flip, rotate or annotate images. Field workers who have experience taking photos with their cell phones and editing with the tools that are available in popular consumer apps, such as Instagram, can quickly apply those same skills to the xCapture Pro software, minimizing the need for training, increasing the quality of images and allowing for innovative uses in the field.

· Geotagging: Users can now take a single picture of an incident or site with all relevant information included, eliminating extra documentation. xCapture Pro utilizes the tablet’s GPS location data to embed coordinates with a time/date stamp on the lower left corner of a photo and display the image taken location on a map which can be instantly shared by email or upload.

· Barcode Scanning: Functionality traditionally only available as a peripheral or additional device costing hundreds of dollars. The new feature enables usage of the Bobcat or XC6 cameras as a barcode scanner for light scanning needs.

Tools to do the job – hardware

In this series we are tackling the topic of end to end field service and exploring the technology options across each stage of the service call lifecycle.

In part one we looked at taking that request, and in part two we focused on getting the right engineer to the right place at the right time.

There is also an accompanying white paper to this series which is available to download here

In the previous features in this series we have looked at the transition from identifying the need for a service call and gathering as much information as possible to allow us to understand the requirements of that specific call out.

Following that we have looked at the importance of being able to have a 360 degree view across internal systems to enable us to get the right engineer to the job, with all the required tools and parts needed to complete the fix and of course to ensure that the service we are delivering is covered by our customers contracts so we are not giving our valuable service away for free.

All good! So now lets focus on empowering our field service engineers when they are on the job.

Paper is just so 20th Century

Having just had a field engineer visit my own home who was still required to fulfil the documentation of his work in paper based format I was amazed at how cumbersome this approach was and the sheer waste of productivity his organisation (one of the UK’s largest glaziers) must be facing.

Seeing it there in front of me as I signed forms in triplicate it really dawned on me that moving to a digital means of working is no longer a nice to have but a must.

 

Not only is there the very simple business case that moving to a digital first medium will almost certainly pay for itself when you factor in the saved man hours in needless administration (not to mention sheer paper costs!) but also the perception.

Despite the engineer being polite, friendly and doing a great job, I still felt I was dealing with an organisation that weren’t as professional as they should be. In the consumer realm this has some impact on the level of brand trust. In a business to business environment – this could be the difference between choosing your company or your competitors.

So if the decision to go mobile and finally turn away from paper is a given – the question becomes no longer why but how – and this is where there are almost as many variables as answers.

Is BYOD the answer?

 

Perhaps the biggest of these  questions centres around BYOD. The BYOD trend has been much vaunted for many years but has yet to truly take off in the UK and Europe as it has done in the United States.

Whilst the benefits are clear – less cost, quicker adoption and happier staff using the device of their choice, a counter argument surrounding security, insurance and the murky hidden costs of such a set up is easily made.

The emerging CYOD (choose your own device) could well take prominence as a solution that takes the best aspects of BYOD and negates the biggest fears.

However, it is my view that this debate is best left to the wider realm of enterprise mobility.

When selecting devices for field service engineers it is far more important to understand the requirements of their daily activities and then find a device that best suits those needs rather than try to utilise a variety of differing devices.

Build a case of requirements based on your field engineers’ workflow

Lets take a look again at the field engineer who visited my own home today as an example.

One of the first things that was evident was that he required a device that was big enough to accommodate the documentation of his work, much of which was form based. Therefore a smartphone or mini tablet device would have been cumbersome and the form factor that would have been preferable would have been either a more standard sized 10” tablet device or a laptop.

Despite their being a number of fields in each form the engineer completed, the actual level of data input was fairly minimal with short answers to most fields. Therefore the need for a keyboard is not huge so the portability of a tablet over a laptop comes more to the fore.

As his job was to measure up the windows we were to have replaced simple drawings were required within the forms that outlined the shape and style of each window. Therefore a pen input should be included for the device for ease of use.

Across one window there was potential for damage to our property during installation if not handled in the correct manner and scaffolding woul need to be erected. Photographic evidence of this would have been valuable not only for his companies due process but also in explaining where exactly the issue was. Therefore a camera should also be part of the device.

The engineer was working mostly indoors in a non hazardous environment so ruggedisation needn’t be a major consideration beyond perhaps a secure case for accidental drops etc. Similarly as the engineer was visiting mostly commercial homes additional connectivity such as RFID and NFC don’t generally come into play either.

 

And there we have it by taking into consideration our field engineers requirements we are able to identify a mobile tool that is right for his workflow.

In this instance a consumer unit such as Samsung Note 10.1 or perhaps the Microsoft Surface with a semi-rugged cover would be sufficient. In more manufacturing based environment a specifically designed rugged device maybe required. If you’re field engineer is servicing connected devices then RFID or NFC can become hugely important. Or perhaps a barcode scanner is required?

Also consider periphery devices, does your customer require a printed receipt for work carried out? In which case a wireless printer in the back of  the engineers van could be essential.

Maybe the engineer has to input large amounts of data manually so a keyboard is essential – in which case a laptop or perhaps a convertible is the way to go.

The important part here is to take a step back and assess the needs of your field service engineers and then select your devices accordingly.

The technology certainly exists to meet most demands however; it is also easy to end up selecting a device on reputation and either missing functionality you need or paying for functionality that your engineers may never use.
 
There is also an accompanying white paper to this series which is available to download here

This series is sponsored by:

 

 

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Xplore Technologies a manufacturer of powerful, longest-lasting, ultra and fully-rugged tablets, recently announced it has secured a $2 million (US) order for its XC6 DMSR ultra-rugged Windows tablets from a company providing infrastructure services to utility and telecommunication companies. This newest order expands on a relationship with the company that began in 2008, when Xplore technology was initially deployed.

“Our customer has a mobile workforce of more than 1,300 employees and having a ruggedized tablet solution to meet their needs in rugged field conditions is critical to their responsiveness and productivity,” said Philip S. Sassower, chairman and CEO of Xplore.

“Their team has been using Xplore tablets for many years and upgrading their mobile initiatives with the latest Xplore model, the XC6 DMSR ultra-rugged tablet, was based on the decision to continue to outfit their field technicians with cost-effective sunlight readable and weatherproof technology.”

 

The XC6 DMSR is the most rugged Windows® tablet on the market and is ideal for industrial and outdoor environments.

Powered by a 4th generation Intel® Core™ i5 processor, the high-performance rugged tablet features a direct sunlight readable display, as well as an innovative resistive, multi-touch interface to make running your toughest applications easier than ever--no matter how extreme the environment.

“We have a very positive and long standing relationship with this customer, and we are very excited they have decided to expand and upgrade their mobile technology infrastructure utilizing Xplore rugged tablets,” said Mark Holleran, president and COO.

“We are confident our XC6 DMSR will meet all their mobility needs with the industry’s leading processing power, ruggedization and security features they require for their expanding field workforce.”

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Xplore Technologies Corp manufacturer of some of the world's most powerful, longest-lasting and rugged tablets on the market, has announced that both the Windows-based Bobcat and Android-based RangerX models have achieved full ATEX certification.

The certification means that both models are safe to use in explosive atmospheres in the workplace.

This announcement means businesses with potentially explosive atmospheres can now deploy world-leading, fully rugged tablet PCs running either the Windows or Android operating system.

The ATEX Equipment Directive is designed to specify requirements for safe electrical and mechanical equipment and protective systems in potentially explosive atmospheres.  Xplore Technologies has met all essential health and safety requirements and undergone full conformity procedures for the BobCat and RangerX models.

According to the U.S. Bureau of Labor Statistics, 122 workers were killed in workplace explosions in 2012, and a further 5,000 injured.  In the UK, fire and explosions at work account for approximately 2 percent of major injuries reported to the Health and Safety Executive (HSE).

 

An explosive atmosphere can be caused by flammable gases, mists or vapours and combustible dusts. That means garages, flour mills, food production units, even timber processing units can all be at risk.

 

“It is often easy to assume explosive environments are the exclusive concern of the military and energy businesses but there are actually a lot more high risk work places than we might think at first,” said Sandy McCaskie, director, Xplore Technologies. “An explosive atmosphere can be caused by flammable gases, mists or vapours and combustible dusts.  That means garages, flour mills, food production units, even timber processing units can all be at risk.

 

“It is precisely these sorts of businesses that can benefit most from enterprise mobility and the ATEX certification means that they can have full confidence that their electrical equipment is not going to be a weak link in the protective chain,” said McCaskie.  “Xplore is not only extending that protection to their fully rugged tablet PCs that can deliver huge productivity benefits, but also offering real choice by securing the certification for both our RangerX and BobCat models. This is confidence without compromise.”

 

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Samsung Electronics UK announced late last month that the Galaxy Tab Active is now available in the UK through IT distributor Exertis.  Samsung’s first tablet designed specifically for the B2B market will be available exclusively for six months with Exertis, in both the 4G and Wi-Fi versions.

Samsung has chosen to partner exclusively with Exertis due to the strength of offering in terms of sector alignment. Exertis will offer the Galaxy Tab Active with specific sector proposals to enhance the end user experience, across lone workers, field-based operators, the health sector and the education arena.

Graham Long, Vice President of Enterprise Business at Samsung, commented:

[quote float="left"]The enterprise technology landscape has shifted dramatically, driven by the demand for devices that appeal to consumers while being able to cope with the challenging requirements of professional use

“Samsung’s Galaxy Tab Active device has been designed to address the requirements and challenges faced by business users. The enterprise technology landscape has shifted dramatically, driven by the demand for devices that appeal to consumers while being able to cope with the challenging requirements of professional use. We’re excited to announce that the Samsung Galaxy Tab Active is now available from our distribution partners Exertis, whose sector-specific proposition reflects our view that a tailored approach is key to differentiating within a crowded marketplace.”

 

Ewan Davies, Exertis’ head of devices, commented:

“I am delighted to partner with Samsung on what is their strongest B2B tablet opportunity to date. Samsung’s choice of Exertis as its exclusive partner reinforces the value that Samsung sees in us as a distributor. This allows Exertis to develop a unique proposition for all sectors, particularly in education and health. As an exclusive product for Exertis, this really enables us to be creative in terms of value and service and we are already seeing volume deals across multiple sectors.”

Features of the Galaxy Tab Active deliver complete business functionality based on performance, durability and protection, allowing professionals to work without limitations in and out of the office.

The Galaxy Tab Active delivers the full connectivity and meets the “always on” needs of today’s mobile business environment. It is ready to take on the harshest of work settings, and its slim, light, premium, robust design coupled with replaceable battery allows users to work efficiently wherever and whenever needed and it could be a significant launch within the field service sector for Korean technology giant...

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The importance of wearables is on the rise but this brings with it new security and privacy risks writes DA Systems David Upton...

A report recently issued by PWC suggested that wearables adoption will mirror the phenomenal rise of tablets in the enterprise. Apparently a fifth of American adults already own a wearable tech device and additional sales could top 130 million units in 2018*. Enterprise vendors are watching these predictions carefully and starting to anticipate their arrival into the workplace with dedicated platforms, such as Salesforce1.

Although many applications being developed are for medical workers and white-collar users, it is not difficult to see why wearables also offer great potential for the same-day delivery industries. They provide a significant opportunity for achieving service improvements through more seamless interaction with customers. Added to this, proof of delivery is more secure and evidence to refute claims of lost or damaged consignments can be captured automatically, potentially without the customer even realising it.  Customer service benefits aside, wearables also support hands-free working, which means productivity and efficiency levels can be further improved on existing rates achieved from using ‘traditional’ mobile devices.

But while the benefits of enterprise wearables are well documented, privacy and security remain the chief apprehensions among consumers. In PWC’s survey, 82 percent of respondents said they feared "wearable technology would invade their privacy" and 86 percent said they thought wearables would make them more vulnerable to security breaches. Privacy and security are serious threats that IT departments need to control carefully if wearables are to make the impact analysts are predicting in the enterprise space.

Below are five key threats to be aware of when considering how wearables might impact a sameday delivery business:

Security:

Top of the list of risks is security, which is as much an issue for the service provider as it is for the end customer. This is because devices like Google Glass are able to record and transmit images of anything in the wearer’s field of vision. Implementing and enforcing a robust security and privacy policy will be essential for an organisation to protect itself adequately from threats and avoid the prospect of litigation. This should be relatively straightforward to implement for most forward thinking organisations and an extension of their existing social media and BYOD policies.

Data theft:

A big part of the attractiveness of wearable devices comes from the ability to process and exchange data in real-time. Herein lies the security risk, because if they are stolen or intercepted, personal data could be compromised. The US National Security Agency highlighted this potential problem at a recent conference. Using enterprise-grade encryption to both protect data from eavesdropping and verify the identity of any connected device would be good first steps to prevent wireless attacks. Features like an automatic wipe will also help and reduce the attractiveness of stolen devices.

One of the other issues with wearables is that it is relatively straightforward for someone to ‘password surf’, seeing a PIN or password on screen and then use the information to hack into the device once it is stolen. It’s not a new problem but one that needs to be overcome if companies want to protect their workers’ digital identities and not risk security breaches due to stolen customer information. Biometric passwords could provide the answer to protecting a user’s identity, by ensuring a device is rendered useless if stolen.

Wearable device management:

Mobile device management is already an essential part of managing the technology used by a mobile workforce and the same will be true of wearables. These will add an additional layer of complexity to what is already a very complicated aspect of IT security management. Already many MDM software vendors are re-naming their applications Enterprise Mobility Management to signify their ability to cope with the greater complexity. Clear policies need to be established and enforced to define expectations around what employees can and can't do using wearable devices, balancing the need for flexibility with confidentiality and privacy requirements.

The viability of BYOD

Including wearables into a BYOD policy adds a whole new dimension to the level of device management required

extending a BYOD policy to include these devices is actually commercially viable.  From experience, managing the complexity created by having a multitude of different devices in use within an organisation will be a serious future challenge and one the IT department needs to prepare for to manage the potential resourcing implications and inevitable disruption created. Including wearables into a BYOD policy adds a whole new dimension to the level of device management required and presents a huge step change away from having a standard, company issue wearable in circulation and involves developing an understanding of, for example, support requirements for each device, plus an awareness of the individual operating platforms.

 

Employee privacy

Since wearables are able to continuously monitor employee behaviours and track their activity levels and whereabouts at all times, this creates an obvious employee privacy issue. Clearly, there are pros and cons to this issue. On the one hand, being able to monitor productivity levels is useful for KPI management and not too far removed from what companies are already using - for example; tracking on mobiles to monitor delivery drop speeds of individual drivers. Employees are accustomed to this practice and the data is only ever used internally.

More contentious is the ability to collect data, which other organisations can use. For instance, health insurance providers trying to understand how healthy an employee’s behaviour is when setting the cost of monthly premiums. In the case of the sameday delivery market, monitoring at this level could be regarded as an invasion of privacy as it’s not relevant in the context of the industry.

The best way forward:

Given current adoption rates, wearables will inevitably make a big impact on the way delivery companies work. Experts are already giving their arrival a new moniker and coining the issue ‘BYOD 2.0’. Even more so than with the original BYOD, it will be essential to have clear usage policies in place and an excellent understanding of responsibilities and expectations at both the employee and customer level.

Provided this is in place and appropriate restrictions relating to security, privacy and the types of devices that can be supported are implemented, there is no reason why delivery service providers cannot benefit from the improved productivity and efficiency that wearables can bring into a business. Our advice is to proceed with caution.