We’ve been speaking to Mark Taglietti, Head of ICT Service Delivery & Vendor Management, University College London Hospitals about the future workplace. Mark will be speaking at Future of Work Summit on 21st November as part of a panel session on ‘Integrated policy management tools across app, device and network’. Join us at the event to find out more. Here’s what Mark had to say:
Ovum: What piece of new technology has made a considerable improvement to your day to day working life recently?
Mark Taglietti: It has to be the provision of Mobile Device Management infrastructure that is enabling growth in the use of mobile services, devices and apps. Ensuring that access to enterprise data is secure and delivered through a highly available on-demand service that supports local and remote working. Such services are improving workplace productivity, driving effectiveness and delivering efficiencies whilst integrating consumer electronics into enterprise product sets.
Ovum: What in your opinion will be the next big change in the way that we work and the way in which businesses engage with their employees – and specifically the way IT has to service their internal customers?
Mark Taglietti: The further amalgamation of mobile devices and integrated services into enterprise wide social networking product sets, such as Yammer. Consider that in a single generation the enterprise has evolved from pen to paper, type to paper, electronic email, SMS, Instant Messaging to full unified communications. I believe the next logical step will be the development and provision of enterprise wide social networking services delivered in a fully integrated, secure and permanently available manner.
The challenge will not be the delivery of enabling infrastructure or the data transmission method used, moreover the provision of assured information governance and data security practises, and the supply of capabilities and resources to deliver service on an ‘on demand and always available’ basis.
Ovum: We see employees increasingly self-selecting the devices and even the apps (especially File sync & share, VOIP & IM, and enterprise social networks) that they use for work. Do you see this trend happening in your organization and if so do you think it presents a challenge or an opportunity?
Mark Taglietti: Yes we do and are working to deliver and develop strategies to address. It is a natural progression of the “Bring Your Own Device or Computer’ evolution and if managed properly can be beneficial to both parties, but if not designed or delivered effectively it can result in far reaching damage for the organisation. In relation to a challenge or opportunity I would simply state that “It is happening right now and you either jump on board or get left behind”. Therefore it is an opportunity that must be delivered in a sensible, pragmatic, risk mitigated and agile manner. If organisations are sensible, consider risk and follow a continual improvement cycle whilst ensuring the delivery of information and security then they should be fine, providing it is backed up high levels of usability, availability and performance.
Ovum: New ways of engaging and collaborating with colleagues online and from multiple different devices are fundamentally changing the way that people work. Which of the following do you think will cause the biggest change to working practices in your organization over the next 24 months? Please choose two to expand upon further.
- Mobile device proliferation and working from multiple devices (e.g. smartphones, tablets and PCs)
- Mark Taglietti: We will see continued growth and development over the period and should expect a significant shift to mobile working and an increase in the use of enterprise or personally owned devices, and subsequent decrease in the procurement of traditional computer workstations. As a side note one area of interest and focus will be to see what Apple do with product integration within the enterprise and how they intend to take market share from Microsoft with their Windows 8.1, Surface Pro and Nokia product sets.
- Mobile working behaviors e.g. employees working from multiple locations
- Mark Taglietti: The development of mobile and remote working services is fairly mature and the use of smartphones, tablets and secure data services are readily available. Therefore I do not foresee this to represent a significant change over the coming period, though we will see continued growth across BYOD and mobility services as a whole and greater integration into enterprise services through the provision of mobile apps. I can foresee the future potential need to consider and incorporate computers into the Mobile Device Management strategy to support “Bring Your Own Computers”.
- Use of enterprise mobile apps for specific business processes
- Mark Taglietti: This is a challenge and organisations need to consider and agree their strategies in relation to the development of mobile apps. These can include internally developed apps across a single or multiple platform base, the purchase and branding of ‘white labelled” apps or the development through outsourcing and/or crowdsourcing activities, or through taking a hybrid approach. The use of mobile apps will represent a significant change in work practises and will require the transition from ‘fat client multiple function’ back-end applications to functional based apps, with potential integration into the web services layer.
- Use of cloud file sync, share & collaboration services and enterprise social networks
- Mark Taglietti: Cloud services be they be local, hybrid or full cloud are widely available and as far as the consumer is concerned they will simply store their data where organisational policies and standards permit. We will need to consider and plan for the impact that Cloud will offer but the biggest change I can foresee at the moment is the design, development, deployment and support of ‘enterprise wide social networking’ services, and the subsequent communication and marketing strategies required to ensure user uptake. I am also paying extremely close attention to Microsoft Office 365 and the Exchange in the Cloud service offer.
- Improved mobile data and WIFI networks
- Mark Taglietti: Data transmissions services such as fixed or mobile networks are widely available so I would not foresee a huge change in this type of core network. That said we are currently investing in enabling WIFI technology and this will facilitate greater mobile access to corporate and clinical systems, whilst providing an enabling platform for potential guest access and real time asset tracking services.
Ovum: What is your vision for the workplace of the future: how will we be working in 2015, and what further developments might we see by 2020?
Mark Taglietti: Personally speaking I foresee a future enterprise view that is focused around infrastructure and software as a commodity service offering. Growth in data centre services, storage and cloud services. Integration of workplace services not just with mobile devices but also into the home. A decline in traditional PC sales and shipments will be countered by increases in mobility and collaboration tool sets. Cloud Services will interoperate with Local or Private Clouds and employees will have access to tools, data and unified communications services at both a local and remote level. This will result in a move away from fixed based office working and could see a decline in city-based real estate occupations. Work place effectiveness will increase as will the work-life balance, though a risk exists of individual isolation and this must be addressed though appropriate professional support services. Employers may reduce workforces and utilise ‘crowd sourcing’ services not only for development activities but also for support services. Large multi-national managed services organisations will need to consolidate, reduce costs and become extremely flexible, lean and agile. This is more of a view to 2020, by 2015 mobility; remote working, mobile apps, enterprise social networking and home based unified communications will be more prevalent.
Ovum: Where/how do you personally work best? Where are you at your most productive? And where did you have your last Eureka moment?
Mark Taglietti: As the Head of ICT Services & Vendor Management for large London based NHS Trust I am pretty much available on a 24×7 basis and utilise personally owned and enterprise devices and infrastructure to conduct business. I am generally available at the office Monday to Friday during standard business hours but have access to information when and where required; this ensures I am responsive, informed and available. The value proposition to my employer is availability, responsiveness and quality, and to me the freedom to support a work life balance. As for “Eureka” moments they tend to present during my commute. In regard to where am I most productive I would say that “I am productive in the ‘reactive’ aspects of my work when working remotely, and productive in ‘proactive’ aspects when office bound, when it comes to strategic thinking and planning well that is covered across both remote and local working”
Head of ICT Service Delivery & Vendor Management
University College London Hospitals