ARCHIVE FOR THE ‘wearables’ CATEGORY

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.

The lines between consumer mobile technology and business innovation have begun to blur. No longer is it unimaginable that a field service technician completes a work order on a smartphone. Just a few years ago if techs were mobile, they were carrying a rugged phone or laptop. But where will this convergence of the consumer and business worlds end? Aberdeen's Aly Pinder asks...

Tablets? BYOD (bring your own device)? Wearables?

It is difficult sometimes to differentiate between hype and true value when addressing technology advancements. The topic of wearables has garnered some interest over the past year as devices like Fitbits, Fuel Bands, and Google Glass gain steam in the consumer marketplace. Organizations, however, are often slower to adopt new technology as they must build the business case in order to minimize risk and avoid passing fads. Aberdeen’s recent Service Mobility: The Right Technology for the Tech research (August 2014) revealed that 6% of the field service workforce for those surveyed was equipped with wearable devices. Despite this relatively low adoption rate, 20% of organizations listed interest in this technology over the next 12 months. There are both opportunities with the technology, but organizations must also be mindful of some challenges.

Insight at the Ready: Benefits of Wearables in the Field

1. Every technician can be an expert. Mobile devices like smart watches, cameras, or glasses have the ability to provide technicians with data at the point of need. The equipment technicians have to service is becoming more and more complex, requiring more variability of skills to reach resolution. Wearables can enable faster, more dynamic intelligence that isn’t available from reviewing static manuals which are outdated the moment they are published.
2. Personal performance trackers empower the tech. In your personal life, it is fun to track the number of steps you take every day or monitor sleep patterns. But organizations must be mindful of technicians who may feel like the service organization is tracking too much. The key is to gain buy-in from the field that these tools are meant to improve productivity and performance, and not a way to penalize. Wearable technology can provide technicians with a benchmark of what good performance looks like, and build an example for future improvement.
3. Link the tech to the back office. Field service technicians are the face of the organization with the customer. Their interaction must mean more to the organization that simply a turned wrench. As more technicians get connected to mobile devices, the ability to capture real-time insight into the customer relationship can be made available to other business functions (i.e., sales).

Watch Out: Potential Challenges of Wearables in the Field

1. Is it just a smaller, less practical smartphone? Part of the value in mobile tools is the ability to provide real-time information for a field technician. But these mobile devices need to empower technicians, and should not be treated as just another device. Historically, mobility has evolved to help lessen the number of devices needed to complete field service. However, if wearables are still dependent on a smart phone or laptop, are they really delivering the value service needs?
2. Can you hear me now? Disconnection while on the road is a real threat to service employees. Not all field service work is conducted in areas that are connected to wireless networks. Technicians need to be able to do work both on and offline. If wearables can’t provide insight while offline, their usefulness will be limited.
3. Tough enough for you? Consumer-grade technology often elicits the fear of damage when put under the pressure of a rugged work environment. As organizations begin to explore the applicability of wearables for field service, devices must get more rugged to handle the demands of many field service environments.

Eight of ten organizations (82%) sampled in Aberdeen’s 2014 mobility research still view mobility as a strategic initiative over the next 12 months. Historically, this evolution was a move from paper to a handheld device for the technician.

As technology advances, field service organizations are beginning to explore the feasibility of wearables. In order to avoid this technology going the way of a fad, it must improve a worker’s productivity while also directly enhancing the overall customer experience.