© 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 14831_10_2008_c1 Next Generation Teleworker Program Cisco’s Internal Implementation

© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1

Next Generation Teleworker Program Cisco’s Internal Implementation


Topics

Business Drivers, Goals, Requirements

Cisco’s Deployment / Food for Thought

Q&A

Supplemental Info

Solution Overview


Before: Workers Traveled to Their Workplace

Now: Workers Choose Their Workplace

Today’s Reality: Distributed Workforce

Cisco has 70,000+ registered teleworkers/day extenders 28% work in a distributed team; 23% are on the road 63% percent of managers manage 1+ person remotely 40% of Cisco employees do not work in the same city as their manager Over 70% work from home at least one day a week


Business Goals – Enhance the Virtual Environment

Virtual Worker

Address security concerns of remote working

Enforce security policy

Business Requirements

to Address

Virtual Workplace

Secure Virtual Workplace

Improve quality of life of workers Connect remote and

mobile employees Acquire / retain talent

from all geographies

Productivity and Collaboration

Reduce Carbon Footprint

Improve Cost Structure

Help ‘Go Green’ reduce commuting

Facilitate employee resiliency even during pandemic

Reduce real estate Eliminate dedicated line costs /

use local ISP Automate office rollouts Decrease cost of

commuting for workers


A Teleworker Service Must Provide….For the End User

Reliability

Improved productivity

Ease of use

Flexibility for work-life balance

Seamless experience

For Businesses and IT

Security

Ease of management

Continuity of operations

Cost savings

Talent attraction and retention


Planning – Cisco Virtual Office Deployment


Planning: Cisco’s CVO Policies

Applicable Policies (HR/Legal/Safety)

Regulatory/International

Funding

Service Termination Process

Support

Training

Product Availability (Coordination with our own Manufacturing Team) All Policies Are Published

on Cisco’s Internal Website

Remote Access Policies


Planning: Cisco’s CVO Practices

Approval – Manager only

ISP is employee responsibility

Connection must meet minimum speeds and quality criteria

Service is charged back to client’s department

No support for non-Cisco home network

A few site-specific restrictions

User initiates the request, self-service installation

No House Calls!

Guidelines, FAQs and Support Content Published

on Cisco’s Internal Website

Remote Access Information


Deployment Logistics

Strategy: If we build it, the Business will come…

Business Continuity: Factored into the Infrastructure

Scale/Breadth – Global (75 countries)

– Adds complexity: Regulatory and Import restrictions are built into the request process

– Expandable architecture

Request/Approval process is automated

– Adds development time but sets stage for charge-backs and recordkeeping

– We capture additional data such as ISP and sub-services

Hardware Fulfillment IT Provided

– Highly standardized (saves support $) and client frustration

– Point of contact for delivery issues

Three Tiered Support Model


Solution Overview


Remote Site Cisco 800 series

Integrated Services Router

Cisco Unified IP Phone and Camera

Head-End Site Cisco 7200 series VPN

aggregation router

Cisco Security Manager

Cisco Secure ACS

Configuration Engine

Services Planning, design, and

implementation

Remote management

Security optimization

Service Account Management

Cisco Virtual Office: Components


VPN Head-End Router

Cisco 8XX Router

Broadband Internet

Corporate Network

IP Phone

User Experience and Productivity

Consistent User Experience From the Office to the Home

Overview Cisco Virtual Office

Cost Savings

Corporate Phone With 8-Digit Dial, Avoid PSTN and Mobile Costs, Travel/Commute Time

Services

24x5 Support, Voice Services, Video Services, Seamless Wireless Experience

Management

Zero-Touch Provisioning for CVO and IPT, Central Policy and Audit Management Using CSM and CE

Network Integrationand Security

DMVPN, PKI, QoS, Cisco IOS®, IDS, Authentication

Data

Wireless

Voice

Video

Encrypted VPN Tunnel


CVO Infrastructure – Max Connections

Sydney 600

Tokyo 600

San Jose 8,000

Amsterdam 6,000

Singapore 600

Boxborough 4,000

RTP 8,000

Hong Kong 600Richardson

6,000

Tel Aviv 600

26,000 concurrent connections



Bangalore 8,000

Shanghai 8,000

Johannesburg 2,000

CVO51,200 total connection capacity


From a Program to a Service Model –

Cisco’s CVO Deployment


Flexible Architecture on a Highly Secure Network Platform

Cisco’s Teleworker Approach

Scalable, Service-Oriented Model

TCO and Capacity Management

Service and Cost Optimization

Client Experience

Produ

ctivit

y


Service Offerings

User’s VPN Services

CVO Basic

CVO Wireless

CVO Voice

CVO Video

VPN Anywhere

Monthly Total

$xx

$0

$0

$0

$xx

$xx

Service Ordering Tool

CVO Basic

CVO Wireless

CVO Voice

CVO Video

Account Requests

VPN Anywhere


Cisco’s Deployment History

CVO Next Generation Adoption History2,

013

3,14

7

3,98

9

4,95

2

5,88

1

7,00

9

8,12

2

9,17

9

10,2

27

10,9

77

11,6

51

12,4

42

13,2

06

13,8

65

14,4

28

14,8

81

15,3

02

15,6

77

16,0

58

16,1

56

16,3

74

16,3

90

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

2007

-09

2007

-10

2007

-11

2007

-12

2008

-01

2008

-02

2008

-03

2008

-04

2008

-05

2008

-06

2008

-07

2008

-08

2008

-09

2008

-10

2008

-11

2008

-12

2009

-01

2009

-02

2009

-03

2009

-04

2009

-05

2009

-06

Acc

ou

nts

Total CVO Requests


Cisco’s Deployment

FY09 Q3 Client Distribution

68%

17%

9%

4%

2%

US & Canada Europe A/Pac Emerging Japan


CVO Results

The Client Experience


Single phone line with integrated video – just like in an office

Corporate wireless network – just like in an office

Same application and resource access as in an office

Client: The Cisco Virtual Office Experience


Executive Summary … Employee ViewTelecommuting Benefits

Better quality of life

Reduced commuting time

Flexible work schedule

Higher productivity

Telecommuting Barriers/Negatives

Less visibility with manager

Decreased work/life balance

Feelings of social isolation/disconnect from co-workers

Longer work hours

5.33

4.24

Working Alone

3.072.40SW VPN

2.822.69CVO

With Someone In-Person

With Someone Remote

2.241.25SW VPN

3.312.66CVO

PreferredActual

Days Worked @ Home

5.93

5.92

Working Alone

2.59SW VPN

3.72CVO

With Someone Remote

Working exclusively at home office … Working exclusively at Cisco office …

39.055.9SW VPN

35.959.3CVO

PersonalTime

Work Time

Utilization of Reduced Commuting Minutes

Jerry “The Telecommuter” says …


CVO Request Tool Product Ordering Router Set Up & Config

Service Experience

Employee Productivity

FY07 FY09

CSAT 3.37 4.20

FY07 FY09

CSAT 2.09 4.36

FY07 FY09

CVO CSAT 4.14 4.66

WLAN CSAT n/a 4.48

IPT CSAT 4.0 4.39

IPC CSAT 3.4 3.91

Video n/a 4.01

Per work week FY07 FY09

Days work @ home 2 3.4

Reduced commute hours 2.75 2.81

Total Productivity Gain 27% 29%

FY07 FY09

Rated “Fair” to “Easy” 60+min 38 min

Client Experience


Business Impact and Innovation Leader

Cisco Ranked #6 in Fortune’s Best Places to Work (2008) Cisco ranked #1 in telecommuting

Fortune’s study reveals…“70% of Cisco employees work at least 20% of their work week at home”

Creating value with innovation and execution

Delivering seamless Unified Communications to employee home office

CVO/ECT Receives CIO 100 Award (2008)


Telecommuting Considerations


Home Office User Part/full-time telecommuter

Shared connection

Small Branch Office Fixed location

More than one user

Call Center Fixed or home office

Convenient services

Cisco Virtual Office Use Cases


Program Considerations

Policies First! Will the service map to job families? Annual renewal? Termination process?

Management / HR / Employee Dynamic Training, rethinking performance evaluations

Scale/Breadth – Scope Matters! Learn about regulatory and Import issues

Request/Approval Process? Recommend automation and robust data capture

Service Levels Cisco uses the “Zero-Touch” approach, we don’t dispatch technicians to client

sites. If you go this route, train your helpdesk well….

Hardware Fulfillment? Spares? Leverage a Cisco Partner; central depot; other models Once clients become dependent on the service, rapid recovery is important


More Deployment Considerations

Are Your Collaboration Up to the Challenge?

Fielding Questions / Client Education: Probably the most complex service we broadly offer We provide a free-form email Q&A option, resolves a lot of questions and

misconceptions up-front

Troubleshooting: Because the Internet and ISPs are at the center of the service, give

thought to troubleshooting guides that help isolate issues. Voice quality issues have been particularly challenging due to their

transitory nature – develop quality parameters for ISPs

Charge-backs Great to have a source of funds for service expansion, but the overhead is

not trivial

Meter Your Deployment Give thought to pacing your rollout, conduct a large scale pilot to see what

you are in for.



Cisco Virtual OfficeRedefining the Future of Work

Empowers the workforce with secure, office-caliber data, voice, video, and wireless

Keeps businesses agile

Offers flexibility and productivity

Promotes Green best practices

Most organizations see remote workers as more productive than office-based counterparts, and communications technologies as positive contributors to this productivity*

*Gartner Group, November 2007


Executive Summary … Cisco Green

Commute Type % Utilization Distance(miles roundtrip)

GhG Emissions (kg CO2e/roundtrip)

Automobile 76.1% 25.3 10.99

Motorcycle 4.9% 11.6 1.97

Train

20.3%

25.1 4.09

Subway 12.7 2.15

City bus 9.8 2.94

Walk, run, bike 5.7% 9.2 0

Winter Temperature

Summer Temperature

Average Manual Temperature Change

GhG Increase Due to Telecommuting (kg CO2e/employee/year)

Heating 69.4° --° 7.41°124.3kg

Cooling --° 73.2° 8.86°

Net GhG Effect of Telecommuting:

47,320 metric tons CO2e saved yearly


Benefits of Working at Home (1 of 3)What do you feel are the positive benefits that you and Cisco have realized from telecommuting? (Select all that apply; % of respondents)

67%63%

61%

79%

86%

47% 48% 47%

59%

75%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Better morale Better employeeretention/recruiting

Better operationalcontinuity (no

disruption of work fromoutside effects)

Higher productivity Better quality of life

CVO

SWVPN


Negative Aspects of Working at Home (1 of 3)

33%

46%

18%

11%

1%

41% 41%

12%

18%

4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Less visibility w/ mgr Decreased work/lifebalance

Fewer dev opptys No supportstatt/colleague help

Lower productivity

CVO

SWVPN

What do you feel are the negative aspects that you have experienced from telecommuting? (Select all that apply; % of respondents)


Barriers to Telecommuting (1 of 2)

4%

14%

29%

13%

23%

12%

23%

32%

16%

32%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

VPN technology orsecurity

issues/limitations

Home broadbandconnection

issues/limitations

My workresponsibilities require

me to be at a Ciscooffice

Managementresistance to

telecommuting

Work team dynamicspromote working in the

Cisco office

CVO

SWVPN

What are the major barriers, if any, that keep you from telecommuting as often as you would like? (Select all that apply; % of respondents)


Cisco Virtual Office – Extending the Corporate LANEnhancing Business Productivity by Bringing Office-Caliber Resources to Remote Employees

Unified CommunicationsSecurity

Mobility Management


Automating Delivery with Zero Touch

End user requests Cisco Virtual Office service; gets approval

User profile loaded on AAA, DNS, and ManageExpress (phone no., Cisco Unified Communications Manager cluster, ...)

Provisioning (ManageExpress) generates user configuration and stages deployment job in Cisco Configuration Engine (CE)

CE waits for end-user router to call home

Router and phone shipped to end user with factory defaults

End user opens shipment and completes simple setup: plug in Cisco Virtual Office router and phone, type the SDP server URL

SDP server authenticates router and user through AAA

SDP server obtains bootstrap configuration from CSM and sends it to Cisco Virtual Office router

Cisco Virtual Office router is now able to build IPSec tunnels to data VPN gateways

Cisco Virtual Office router builds IPSec tunnel to management gateway, gains access to CE

CE pushes full configuration, including certificate, to Cisco Virtual Office router

© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 35

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4 5NOC

6HQ


Cisco Green: CVO Making a Difference

Carbon footprint and US reforestation metrics derived from data published by Carbonfund.org and Volkswagon of America.

112,617,750 miles avoided annually 54,500 tons CO2 reduction annually $302,000 reduction in reforestation

FY09 Projections … 20K active users

Current ECT Users … 10K active users 51,135,500 commuting miles avoided annually 25,100 tons CO2 emissions reduced annually $115k reduction in reforestation projects to offset

carbon footprint




What Is Your Most Pressing Challenge Associated With Teleworking Employees?

Teleworking Inhibitors

Percentage of Respondents

Source: CDW-G 2008 Telework Report

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Knowledge Management

Tech Refresh

Enabling COOP

Enabling Collaboration

Other

Hardware and Software

IT/Help/Desk Productivity

Service and Support

Teleworker Productivity

IT Security

Federal Private

Federal IT Executives 2008: 42% 2007: 41% 2006: 41% 2005: 39%

Private Sector

IT Executives 2008: 27% 2007: 35%

IT Security Remains the Top Telework Concern


Business RequirementsExtending a Secure Environment

Requirements TechnologiesDrivers

Compliance

Threat Management

Policy and Control

Encryption

Malware and Spyware Prevention

Enforcement and Accountability

Dynamic multipoint VPN

Integrated firewall

Split tunneling

Content filtering

Authentication

Policy configuration

Documents

© 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 14831_10_2008_c1 Next Generation Teleworker Program Cisco’s Internal Implementation