The Workplace Shift: How Can UC Improve the Way We Work?

For internal use only

How can UC improve the way we work?

The Workplace Shift

• Top 5 & Summary 3

• Methodology 6

• Headline findings 7

• Appendix 20

• Collaboration, co-creation and innovation 21

• Employee engagement24

• Customer experience 29

• IT Decision Makers response 31

• Internal for BT & Avaya34

• Site, region and sector analysis 38

The Workplace Shift

3

4

The Workplace Shift: How can UC improve the way we work?

5

The Workplace Shift: How can UC improve the way we work?

6

Stage 1 – Desk research, product focus and questionnaire design

Stage 2 – Quantitative research with 517 UK business executives

Number of sites the organisation has in UK• 2-10 sites – 64%• 10 or more sites – 36%Number of people organisations has Worldwide inc UK• 100-500 people – 36%• 500-800 people – 24%• 800 plus – 40% (We had to include organisations employing over 800 worldwide to sample executives working in the target sectors of the Armed Forces,

NHS, banking, retail, local government and hospitality/restaurant/travel organisations working at smaller sites in the UK)Sectors• Government including Local Government, NHS, Defence and Armed Services – 37%• Consumer services including Travel & hospitality, Retail and Restaurants – 18%• Financial services including banking and insurance – 22%• IT & Technology and other – 23%Location in UK• North – 28%• Midlands – 23%• South – 31%• London – 17%Role of respondent• Main Decision Maker – 19%• Joint IT Decision Maker – 23%• Business Executive – 58%Gender of respondent• Male - 55%• Female - 45%Age of respondent• 18-34 – 18%• 35-49 – 43%• 50+ - 39%

Stage 3 – Analysis, outputs and presentations

Methodology – Online survey with 517 business executives and IT decision makers in UK mid-market businesses and sites

Headline findings

8

Driving post-recession growth with UC

Better comms with customers, employees, partners and suppliers fuels business success

Collaboration technologies in demand by IT decision makers

78%Better communications would make a big difference to business success

Only12% have a Unified Communications system at work

70%Of IT decision makers are considering implementing UC

42%Will move to more remote and flexible working

62%Of under 35s frustrated with the technology available at work

Over 40% have larger IT budgets

In the next 12-18 months how do you think your organisation will change?

The business will expand60%

The organisation will be restructured

26%

We will move or consolidate offices17%

The number of employees will significantly increase

15%

Huge growth anticipated IT Decision makers want UC technology

92%Desktop sharing

87% Unified messaging

82% Access corporate network by personal devices

86%Record calls when out of the office

Video at desktop 84%

9

Using UC to improve formal and informal comms leads to faster solutions to complex problems

Improving collaboration, productivity and engagement

64%I would like to be able to choose other forms of communications to suit my personality

“Let me communicate how I want…”

64%Want instant feedback on ideas and queries at work

66%I am increasingly trying to do several things at once e.g. email or text whilst on the phone

“Help me achieve my life aims…”

61%I don’t mind working in my own time as long as I do my own thing during work hours too

I regularly check in on work communications out of normal working hours

59% 46%Using my own device lets me keep on top of what’s going on at home and at work at the same time

“Enable me to make faster decisions...”

53%I often waste time (trying to get hold of people) which delays decision making

70%

58%My working day would be significantly more productive if there were better ways of sharing information

“Make it easier for me to work wherever I am…”

1 in 2I regularly spend a night away form home for work reasons

1 in 3Spend more than an hour commuting each way

48%I often need to have phone calls / conference calls when I’m out and about

Base: Business executives and IT Decision Makers

Informal chats are the best way to know what’s going on in the organisation

10

Engaging 3 (and soon 4) generations of workers to be productive requires the communication options of UC

Enabling generations to communicate by preference

I am frustrated with the technology available at work

I don’t mind working out of work hours if I can do my own thing during work hours

43% of Gen X have not

heard of UC, 38% of

Gen Y

Gen Y are the least careful with company data

Use 4G at work:

Gen Y – 26%Gen X – 9%Baby boomers – 5%

62%

38% 42%

Gen Y Gen X Baby boomers

56%

64%

59%

Gen Y Gen X Baby boomers

My day would be significantly more productive if there was better info sharing

52%

68%

54%

Gen Y

Gen X

Baby boomers

Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+)

Use IM at work:

Gen Y – 31%

Gen X – 28%

Baby boomers – 19%

11

Global ‘road warriors’

Solutions

Around 1 in 2 business executives are constantly travelling away from the office (and home), would benefit from UC

Regularly spend a night away from home, travelling for work

These are the challenges they

face….

46%

2 in 3 want video conferencing on smartphone or tablet for work

80% want unified messaging

84% want mobile access securely to the corporate network

4 in 5 want to automatically route calls over the corporate network to reduce mobile costs

4 in 5 want the ability to record calls when I'm out of the office

77% UC would make our employees more productive

70% want visual voicemail

58% Travel overseas for work 2-4 times a year or more

70% regularly check in on work communications outside working hours

3 in 4 often need to have work phone calls/join in conference calls whilst I am out and about

70% often work from home during working hours

70% I don't mind working in my own time if I can do my own thing in work time too

Challenges

IT Decision Makers underestimate home working

Percentage of business execs saying they work from home (during working hours)

Employees want to maximise productivity by working at home and need support from UC

27%Once a week or more

24%Once a month or more

IT Decision Makers estimates of the percentage of staff who work at home once a month or more… 24%

51%

Turn home phone into an office extension

20%

Hold/transfer a call from your home phone to work phone

19%

Can access fast broadband at home

84%

Can access voicemail at work when at home

44%

Business execs say…

13

Balancing employee freedom with control

The UC strategy can create better experiences for all stakeholders, balancing employees’ needs and the organisation’s governance

Execs want easy collaboration & communication

78% better comms would make a big difference to success

44% of orgs allow 1 in 4 employees or more to BYOD or use software like Facebook/Twitter for work purposes

62% Gen Y are frustrated by comms technology at work

1 in 2say if we all worked 20% fewer hours we’d achieve just as much

21% use their own iPad for work

Brands want control of data & working practices

4%I lost my phone/laptop/tablet which had work documents/data on

56%I worry about how careful fellow employees are with our organisations confidential data

Use for personal reasons at work

32% Facebook

22% LinkedIn

16% YouTube

16% Twitter

53%of IT decision makers say that employees wanting to use their own devices causes real problems

1:4I should be more careful with data protection

14

Orgs expanding globally driven by UC

Which do you use regularly for work reasons?

LinkedIn/LinkedIn Groups

Facebook

A blog

40%

35%

Twitter 25%

YouTube 27%

Video conferencing at home 25%

13% UC would save time

1 in 10 organisations will expand internationally and are motivated by UC

63%I am increasingly frustrated with the technology available to me at work

UC would make it easier to open new or move offices

My working day would be more productive if there were better ways of sharing information

52%

2 in 3

2:3

I'm out and about a lot, and don't have access to all the work systems that I want


52%I travel overseas for work 2-4 times a year or more

85%

54%New features are a major benefit of UC

74%

UC would make it easier for me to work on the move

82%Will have bigger IT budgets next year

72%

2:3

Organisations expanding internationally…

Base: Organisations planning to expand internationally in the next 12-18 months

UC would save time

UC would make it easier to open new or move offices

15

Orgs moving or consolidating offices are UC pro

1 in 5 organisations will move or consolidate their office in the next 12-18 months and are likely to consider UC

47%Will have a strategy to encourage remote / teleworking

UC would improve our productivity

67%3 in 4Cost benefits are a major benefit of UC

2:3

Organisations planning to move or consolidate offices…

Of main IT decision makers in organisations which are moving or consolidating offices are considering implementing UC80%

Base: Organisations planning to move or consolidate offices in the next 12-18 months

16

Video goes mainstream

As video is used more widely in everyday life, executives value it in the workplace through UC

19% Use webcam at work

15% Using YouTube at work for work purposes

1 in 2 It’s difficult to secure face to

face meetings with clients

62% video conferencing ensures

people don’t do other work during a call

38% it’s difficult to collaborate with

colleagues at other sites

84%

Switching a phone call to a video call

80%

Video on smartphone

Demand for video at work…

Video at desktop

To see a product being used

46%

To get instructions 43%

To get more information

38%

To view adverts 33%

To see other consumers reviews

24%

To resolve a problem 28%

YouTube instead of Google to search new products

17%

In consumer life, which would you use video content for?

76%

Telepresence

65%

17

Despite growth, cost reduction still prioritised

When reducing total operating costs is a key objective unified comms plays a significant role

a UC system would reduce our communication management costs67%

Business travel

Equipment maintenance costs

Mobile costs

Mobile roaming

Office space

43%

36%

32%

28%

24%

Business priorities for reducing expenditure

Cost reduction programme

New technology

Better features

Organisational change

New working practices

61%

39%

33%

24%

20%

Base: IT Decision Makers

Which of the following would be likely to prompt you to change your telephone system?

UC collaboration services in high demand

How useful would the following capabilities be?

82%Accessing network from personal devices

Phone to video calls

Video at your smart phone or tablet

Click to call

Video calls to multiple parties

Telepresence

Virtual ‘white boarding’ 80%

Voice to text

Softphone

81%

81%

80%

76%

76%

71%

65%

Cloud based file storage 82%

92%

Visual voicemail 83%

Desktop sharing

Voicemail

Unified messaging

Faster mobile connection

Record calls when I’m out of the office

Mobile access

Faster broadband at home

Access to corporate intranet from mobile devices

87%

86%

87%

86%

86%

84%

84%

83%

Video at your desktop 84%

Ability to automatically route calls over network

IT decision makers see the value in collaboration tools

Note: Respondents - IT decision makers

19

Cloud on the horizon

Cloud offers potential but concerns over security are significant...

Cloud systems would result in fewer employees in the IT Department

40%Computer crashed in the last year

Would like cloud based file storage so you can access from any device (IT Decision Makers)

82%

40%Of IT Decision Makers are unsure about the security of cloud based systems for their organisation

4%

45%

I lost my phone/ laptop/tablet which had work documents/data on

13%Cloud based control would prompt a change of phone system

IT Decision Makers say cloud will one day be the prevalent means of delivering voice and collaboration services57%

I worry about how careful fellow employees are with our organisations confidential data

56%

Appendix

Co-creation, collaboration &

innovation

22

Work comms diversity sky rocketing

From a phone and PC to communications and collaboration tool multiplicity, integrated with UC

Device Application Network

82%don’t think all devices (Desktop, laptop, tablet, phone, etc) I use for work are well integrated

I am increasingly trying to do several things at once e.g. email or text whilst on the phone

66%

Note: Using once a month or more for work

Smartphone tethered 7%

16%Mobile dongle

Wi-FI 37%

9%4G

have Wi-Fi available on commute19%

46% have good mobile data on commute

Wired desktop phone 72%

Voicemail desktop 69%

Voicemail mobile 42%

Home phone 27%

Wireless desktop phone

15%

Softphone 8%

Desktop - PC or Mac 77%

Laptop 70%

iPad 38%

Tablet 19%

10%

24%Android

Blackberry 31%

iPhone 30%

Other smartphone

Ph

on

eS

mar

tph

on

eD

eskt

op

Tab

let

Slideshare.net, Prezzi.net or Wordle.net

4%

13%

7%

2%

21%

30%

15%

15%

LinkedIn/ LinkedIn groups

Facebook

Twitter

Youtube

An online community/ bulletin board

A blog

Other social networking site

Social media

IM

Presence

Web chat

25%

16%

6% 13%

19% Webcam

Video conf home

IM Video

20%

Outlook e-mail

Google e-mail, docs or drive

69%E-mail

23

The open-plan office model is changing into the ‘work on the go’ model – CEO’s like to maximise productivity

1in 4I spend at least 10 hours a week travelling to meetings

Desk-free, work-on-the-go via UC

I like working in teams

62%

I spend far too much time tied to my desk

54%

I get a lot of work done out of office space such as in cafes

Have access to a tablet or smartphone

22%

2 in 3

Supporting ‘work-on-the-go’:

- 15°Facebook meeting rooms

- MMOC eg Khan Academy

- Wi-Fi ubiquity

- Natural voice language / No touch interfaces eg Microsoft Kinect

Different working styles – collaborators, introverts, midnight crammers, etc

Use hot desking

26%

Employee engagement

UC enables executives to work collaboratively in the way that suits personality and working styles

Productivity driven by personality

Working styles

Introvert- Reflector / Theorist

- Prefer to concentrate

My colleagues would NOT describe me as an extrovert

35%

Don’t like working in teams

15%

Audit/VideoConferences

E-mailCall recordings

Messaging

Passive – interaction record

My colleagues WOULD describe me as an extrovert

37%

Extrovert- Activist / Pragmatist- Prefer to collaborate

I like working in teams

62%

IMPhone

F2FSocial media

Text

Active – immediate feedback

26

I like to get instant feedback on my ideas & suggestions from colleagues

Extroverts are on the move, prefer video, while introverts like a good record of their messages: UC caters for all workers

Extroverts work differently from introverts

77%

I am out and about a lot, away from office

Use regularly for work purposes…

Extrovert Introvert

LinkedIn 42% 22%

YouTube 17% 15%

Twitter 17% 13%

Would like… Extrovert Introvert

Phone to video calls 88% 70%

Unified messaging 69% 74%

Voice to text messaging 65% 66%

Video on smartphone 52% 39%

Travel more than 10 hours a week for meetings or appointments

57%

Get a lot of work done in places like Café’s

I regularly check in on work comms out of hours

NOT asked IT to re-configure desktop PC in last year

When stay at home for personal reasons use Annual Leave

IntrovertExtrovert

47% 26%

31% 14%

31% 14%

68% 53%

37% 56%

25% 35%

27

Applying Big Data to employee productivity

UC provides data and tools to drive productivity across a business which is effectively collaborating

- Storing all calls, IM, conference call, video interactions

- Time and date stamped

66% UC will provide better employee productivity according to IT Decision Makers

Storing Analysis- Correlation behaviours

& productivity- Individual performance- Linked to performance

management

Employee productivity

- Data to inform performance management

- League tables of effectiveness

Compliance- Recording of

interactions- Easy tracking of

interactions- Meet Governance,

regulatory or legal issues

28

Working at home

Have you ever worked at home for the following reasons? When you have to be home for personal reasons do you...?

Executives often need to work at home at short notice and UC technology enables them to work productivity

Everyday life gets in the way of work

48%

39%

26%

9%

Couldn’t travel because of weather

Ill but well enough to work at home

30%Waiting for work or repair men

Waiting for a delivery

13%Travel company was on strike

Teachers on strike

29%Medical appointment

37%

Work from home just like you are in the office

29%

Take time out of my annual leave

My boss allows me to take a few hours out, and get back whenever I can

23%

10% Do offline activities from home

Customer experience

Which, if any, of the following activities do any employees in your organisation do (IT decision makers)?

Customer experience improvement

Make and/or receive customer service calls

Make and/or receive sales calls

None of these

74%

49%

Make collection calls 21%

Have need to record calls 40%Have need to retrieve recorded calls 37%

12%

IT Decision Maker’s say UC would improve our customers’ experience

55%

UC enables customers to get the answer they need, fast and easy

Try to find a head office number to bypass the call centre

Calls are morecomplex

70%Often I know more about the problem than the agent

86%Happy to be transferred to someone trained to answer complicated questions

71%

86%94%

49%

2:3

If I don’t get the answer, I call another agent

Happy to be transferred to someone trained to answer complicated questions

Want to E-mail same agent as spoken to

93%Organisations should call me back when they say they will

2 in 3Say they are often asked to repeat my account details on the same call which is irritating

IT Decision Makers response

32

IT Decision Makers see value in a full range of collaboration technologies, after UC technologies and uses are fully explained

Collaboration services in demand

78% better comms would make a big difference to success

However 43% say they haven’t heard of UC

Faster broadband at home

Voice to text

84%

81%

Desktop sharing

92%74%

Faster mobile connection

86%70%

Unified messaging

87%70%

Record calls

86%65%

Mobile access

86%

70%

71%

66%

How useful would the following capabilities be to you?

IT decision makerNon IT decision maker

Note: Respondents – IT Decision Makers & Business executives

33

UC benefits clear

It would make it easier communicate decisions

63%

It would save time 63%

It would make it easier for me to work on the move

59%

It would make it easier for me to work from home

56%

More collaboration 54%

Increased productivity 48%

It would help me work better in teams 42%

We could provide better service to our clients and customers

42%

We have a Unified Communications system in place

14%

Business Executives - How would UC benefit your firm?

Both Business Executives and IT Executives see a range of benefits for stakeholders

IT Decision Makers - What do you agree the benefits of UC are to your organisation….

67%Reduce ongoing communications management cost

71%Enable remote and mobile working

66%Increased employee productivity

64%Easier to manage

61%IT department would look good internally

59%Provide better service to clients and customers

59%Easier to move or open offices

51%Enable us to grow our business

To keep up with competitors using UC 45%

34

Working at home

Directors in our organisation see the value in investing in IT

57% Compared to your IT budget today, do you expect your budget over the next 12 months to

IT Decision Makers face big challenges but are supported by Directors in implementing UC

IT Decision Makers’ challenges

cloud computing solutions are not secure enough for our organisation

40%

of employees often don't understand how difficult it is to make our IT work

68%

Increase by more than 20% 9%

Increase by up to 20% 31%

Remain the same 40%

Decrease by up to 20% 12%

Decrease by more than 20% 1%

Don't know 8%

of business executives use an outsourced IT department/helpdesk

24%

Have the following work related incidents happened to you in the last year?

PC crashed during an important piece of work

Asked IT to reconfigure PC/phone

Not able to work due to IT maintenance

64%

51%

42%

35

Businessnifcation of IT

Business executives are having more involvement in IT creating another target market for BT and Avaya...

64%44%

Employees don’t understand how hard it is to make IT work effectively

Business Executives…. …IT Decision Makers

40%Computer crashed in the last year

On average less likely to want to deploy UC than IT Decision Makers

15%

56%More and more IT decisions are being made by business managers

70%1 in 3 Still business executives not allowed to use their own devices for work

69%

Of IT Decision Makers are considering implementing UC

56%Employees using their own devices causes real problems

36

Of IT Decision Makers say that they are concerned that new technologies will not lead to significant benefits

45%

Site, region & sector analysis

A two speed nation?

The differences between London and the rest of the UK

Travel

I use public transport to get to/from work 72% 34%

London UK

I travel overseas for work 2-4 times a year 43% 29%

Business travel is the top priority for reducing spending

30% 43%

Current technology

Future technology

I regularly use Skype in working hours for work purposes

38% 21%

London UK

I would benefit from using collaboration tools more often in work

62% 44%

London UK

Video at my desktop would be useful in my work 49% 59%

Phone to video calls would be useful in my work* 90% 80%

Video on my smartphone or tablet would be useful in my work*

90% 76%

*IT decision maker

Virtual white boarding would be useful in my work 92% 80%

39

2-5 6-10 11-20 21-32 32 or more

I am increasingly frustrated with the technology available to me at work 34 42 51 55 54

I travel overseas for work 2-4 times a year or more, on average 35 30 35 22 14

I regularly spend a night away from home for work reasons (at least 4 times a year)

46 51 63 37 33

Use video conferencing at least once a month 21 22 29 28 25

Cloud computing solutions are not secure enough for our organisation (IT Decision Maker)

34 31 44 42 63

More IT decisions are being made by Business managers (IT Decision Maker)

52 52 60 50 75

Number of Sites

Differences by number of sites in the organisation

Organisations with more site have executives who are more frustrated by technology but growing IT budgets

%

40

Sector summary

• Most sectors expect growth – retail (78%), travel & hospitality (77%), financial services (75%) in particular – in the next 12-18 months. However 1 in 4 local government bodies will shrink with 35% expecting to lose staff and half being restructured

• Financial services (13%) are least likely to be re-structured in the next 12-18 months

• The IT sector is most aware of the benefits of Unified Communications, with 35% of employees having adopted home working practices

• NHS (68%) and travel & hospitality (69%) are most inclined to keep in contact with work outside of normal hours, Local Government (50%) least likely. However local government and retail staff are most likely to turn up for work despite weather or travel difficulties

• Central government least likely to use UC (4%), but local government (56%) most likely to want to move towards remote and teleworking practices

• Travel & hospitality (69%) say we will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location

• Retail (54%) and travel & hospitality (53%) will have increases in IT budget, while only 20% of local government bodies will see an increase

• The NHS (77%) is the sector where ‘I worry about how careful fellow employees are with our organisations confidential data’

41

Thinking about the next 12-18 months, which, if any, of the following do you think will apply to the organisation you work for?

Total Govt.Local Govt.

NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Turnover will expand/ the business will grow 60 32 15 52 75 67 77 78

Turnover will shrink/ the business will shrink 10 11 27 10 8 10 5 2

The number of employees will significantly increase 15 8 2 3 18 24 15 26

The number of employees will significantly fall 14 20 35 13 11 10 10 6

We will move or consolidate offices 17 21 27 10 17 15 15 11

The organisation will be part of a merger/ acquisition

9 5 10 3 10 17 17 6

The organisation will open more offices internationally 9 3 2 0 8 17 17 15

The organisation is being restructured 26 37 48 35 13 20 20 24

The organisation will significantly change the products/ services offered 9 9 19 6 8 11 11 7

Don’t know 12 21 15 13 8 14 14 9

%

Private sector expecting growth

In the public sector, restructuring likely to be on-going, together with further staff cuts

42

Which of the following would be likely to prompt you to change/ upgrade your telephone system?


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Cost reduction programme 61 64 63 48 53 61 62 74

Availability of new technology 39 39 31 39 40 40 33 33

Availability of better features 33 24 25 32 36 40 31 35

Organisational change (office move, merger, new international offices etc.)

24 29 23 35 20 26 15 17

Better business continuity capabilities (in the event of snow, flu, etc.) 13 10 10 16 15 18 10 11

Cloud control, being able to manage remotely 13 14 8 6 13 18 13 6

Need to adopt new working practices (e.g. Homeworking) 20 20 33 16 23 17 23 13

%

Cost reduction #1 driver for UC

But reducing cost less important to NHS, better features most valued by the IT sector

43

To what extent do you agree with each? Total Govt.Local Govt.

NHSBanking

/ f/sIT

Travel and

Hosp.Retail

I often waste time trying to get hold of people which delays decision making 53 59 54 58 59 55 59 44

I am increasingly frustrated with the technology available to me at work 42 49 37 42 37 43 43 43

If we all worked 20% fewer hours we'd produce just as much 50 50 53 51 46 54 52 48


59 55 50 68 59 64 69 61

I worry about how careful fellow employees are with our organisations confidential data 56 55 59 77 54 50 53 61

Cloud computing solutions are likely to reduce the headcount we have in our IT division 45 47 20 31 54 56 52 42

%

Working behaviours by sectors

Travel and hospitality and NHS most likely to keep in contact with work outside normal hours

44

I was unexpectedly unable to get into work due to bad weather/ travel issues (in the past 12 months)


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Twice or more 17 14 12 11 21 26 11 21

Once 26 29 24 28 24 21 39 18

Never 56 53 61 56 56 53 50 61

Don’t know 1 3 3 6 0 0 0 0

I regularly spend a night away from home for work reasons (at least 4 times a year)


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Yes 46 38 8 39 45 63 54 48

%

%

IT sector most likely to travel for work

Local government and retail staff travel less for work, but have high levels of work attendance when weather/travel issues occur

45

What proportion of your staff work in the following ways? Total Govt.Local Govt.

NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Interact directly with customers / clients? 49 54 55 65 40 44 59 53

Work flexibly? 39 49 49 35 36 37 39 38

Work from home (at least once a month)? 24 14 23 23 29 35 15 22

Works on the road 'road warrior'? 21 11 13 22 26 29 20 20

Use their own devices for work? 23 19 17 20 31 33 24 20

Use audio conferencing at least once a month? 29 19 21 29 40 40 16 22

Use video conferencing at least once a month? 23 16 17 20 30 30 13 20

Use free to use software such as MSN for IM and Presence?

27 19 14 18 34 40 16 27

Current employee behaviours

Home working highest in IT sector, lowest in Government

46

If a ‘Unified Communications’ system were in place in your workplace, what would the benefits be to you and your colleagues?


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Increased productivity 48 42 42 45 48 49 67 61

Do you have a ‘Unified Communications’ system in your organisation?


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Yes 12 4 8 10 12 25 5 2

No - but we are actively considering implementing one next year 9 5 6 10 10 16 5 7

No - but we would consider it in the next 1-3 years 33 37 29 42 24 35 38 37

No - and we would not consider it 11 13 6 19 12 1 21 15

Don’t know 35 40 50 19 42 23 31 39

%

%

UC on the horizon for most sectors

IT sector most likely to have a UC system in place, followed by financial services

Note: Questions asked of business executives and IT decision makers

47

In what ways do you expect your organisations workforce will change in the next two years?


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

We will encourage more workers to employ remote / teleworking 42 43 56 35 46 50 26 30

We will encourage employees to increasingly come into the office 23 16 19 10 23 28 15 39

We will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location

48 46 42 52 44 52 69 39

We will employ more freelancers and contractors 12 20 6 6 9 9 15 11

%

Flexible working to be adopted by most sectors

Nearly 1 in 2 organisations will encourage remote and teleworking going forward

48

What are the top priorities for your organisation in terms of reducing spend?


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

PSTN 13 12 0 23 18 16 10 16

Mobile costs 32 30 47 23 27 37 33 27

Mobile roaming costs 28 15 27 39 30 31 29 20

Business travel 43 45 40 39 39 42 24 54

Local call costs 8 6 14 0 9 2 19 12

International calls and data 8 3 14 0 3 2 20 19

Employees reclaiming communications expenses 9 6 7 15 3 7 14 12

Office/desk space 24 36 27 31 40 23 15 20

Equipment maintenance costs 36 50 26 31 36 40 39 24

Reducing costs is a top priority for all sectors

%

Cutting business travel, equipment maintenance and mobile expenditure is most important

49

Compared to today, do you expect your IT budget over the next 12 months to…?


NHSBanking

/ f/sIT

Travel and

Hosp.Retail

Increase by more than 20% 9 12 0 8 6 16 10 8

Increase by up to 20% 31 21 20 31 30 26 43 46

Remain the same 40 32 53 31 55 40 24 38

Decrease by up to 20% 12 32 13 8 3 12 10 0

Decrease by more than 20% 1 0 13 0 0 0 0 0

Don’t know 8 3 0 23 6 7 14 8

%

Travel & hospitality has largest budget increases

Retail and travel and hospitality most likely to see increases in budgets