Time: 3:00 - 3:50 PM
Working Anywhere - Hard-Earned Lessons and Future Plans for Empowering a Mobile Workforce
Proposed by: Michael Fox (Dr. of LBRE)
Location: LK203/204
Categories: G. User Support
Our experience in LBRE:
Two use cases:
1. Facilities Maintenance Staff
- the folks driving around campus, fixing things. How do we enable technology in their hands, make them more efficient?
- we’re on our 4th gen - been doing this since 1997
Gen 1: (Apple Newton):
- challenges - the technology wasn’t ready (hardware & software. i.e., no cloud = sneaker net)
- not used
Gen 2 (2003): NextTel phones w push to talk; could see the work order on the text-based screen. Worked out well b/c they could get both information and as a comm. tool - phone, radio, SMS. But… still primitive.
- Have to structure the information to fit the screen
Gen 3 (2010): HP iPaq (PDA)
- similar experience to the Newton- still a sync-based system- usu. didn’t work. :(
- single purpose device: not a good use. had utility but short-lived
Review (2013): What did we learn?
- Next round, focus on techs and supervisors
- need to support modern mobile devices
- need to be easier to use, better access to information.
Functional Requirements:
- Review Work Orders
- Instant Communication
Gen 4 (2013):
Pilot: iOS and Android - “try these out!”
- staff didn’t like Android, “give me an iPhone”
- we didn’t restrict use; users found various uses for them.
- photos, facetime, etc.
- also, cool to have!
Solution: - iOS only
- Apple Configurator, MDM, Volume License
- native app for Work Order system
- why success? ease of use, multifunctional, neat to own
- lessons learned:
- locked down devices are not better
- set baseline use case, let them run with it
- productivity gains: staff don’t have to come back to the office first
2. Everyone else - just starting on this: Prof staff, Project managers , used to sitting at a desk all day
How do we begin to enable the rest of the department?
We gave then laptops. Laptops never leave the desk.
We gave them tablets - lighter weight, cooler too! People use them!
Driving Forces:
- the need to “work anywhere” is now a reality (e.g., Redwood City)
- paperless is now possible
- videoconferencing/net-meetings are become routine
- “this is my office” (where ever they are)
- should never have to defer work until I get back to the office
- create a comfort level where people are comfortable working wherever they are
LBRE Mobile Workforce: 3-year Strategic Initiative Project Roadmap [image]
Comments from the audience:
VPTL Prod & Eng - Our group traditional works from home once a week; huge change was shifting from YahooIM to Slack
- can partition projects and engage in group discussions
- via agile/scrum = daily stand-ups are in Slack (group messaging platform)
Q: How did you get critical mass?
A: Evaluated a couple solutions, started using Slack; built its own momentum
University Communications: Some people were using Slack, tried to get people onboard; discovered through actual use, discovered Slack is a natural platform for Emergency Services. Got a big user base via Emergency drill(s)
Presenter: It’s a part of what defines “when am I at work? A: When I’m online”. Began that discussion to help people understand definitions. (eg., when am I *not* at work)
Q: How do you use EAM on a Mobile Device w/o Javascript?
A: Two approaches:
1. We worked with a vendor that could develop a native app that didn’t need Javascript and help customize workflow, etc.
2. AdminSys developed interface using Apex (browser based)
Q: What is the replacement clause for the devices you hand out?
A: 1. Early trials, we chose not to pay extra for the ruggedized versions (those can get expensive).
2. We will buy the device and replace it three times
iPhones/iPads- we get them cases for these. The only ones that break aren’t in the case.
Standard is two-year replacement cycle for mobile devices (subsidized prices)
Q: Which is the most popular? Do they use for personal use?
A: Everyone gets an iPhone, iPad is optional. Most people found the iPhone is just fine. People who need floorplans/schematics asked for iPads; we allow personal use of the devices following University policies. If over-use, we’ll talk. Minutes are not an issue for minutes
Q: How are the MS Surfaces working out?
A: Really successful. Got a couple as a pilot. Got a docking stations- can they use it just like a desktop? Received good feedback. FWIW, we are buying the top end device- only lightly more exp. than a laptop. But… the one’s who got the surface don’t need their iPad anymore. = Profit!
Q: Common use scenarios? Remote workforce is becoming more commonplace. Going to be forced to sort it out.
A: Many of the Engineers, Project Managers will be in Redwood City = i.e., driving all day
Q: I noticed something about reducing the number of people in cubicles?
A: We’re intending to pilot that just on our team. Identify people who can work from somewhere else. Hoping to get this idea into the culture of the organization. (“Is there somewhere my people can sit in your job site”?). Ultimately lead to a place where staff voluntarily give up their cubicle.
Q: It’s an interesting concept. In reality, how do we manage/measure staff input when you’re never there?
A: We’re starting to hear about people who miss the face to face casual conversations… tele-presence
Q: What are some of the barriers that people see? Lack of presence, visibility in the org.? Reasons why people wouldn’t want to do this?
A: I run meetings - If I can’t see that they’re paying attention, I have to assume their paying attention- Some critical meetings I won’t do remotely.
Comment: To me the thing to focus on is if they’re delivering what they’re supposed to. People work in different ways. As a Manager the only way I can look at it is if they did the work.
Comment: Agreed. Old school: “Are you at your desk? Okay.” Huge culture shift.
Presenter: Another thing to pay attention to is how do you ensure the technology does not become an attraction.
Comment: Maybe I’m one of the old fogeys- I need to look at it differently. How to assess they’re in the loop w/o eye contact.
Comment: My son appears to not be paying attention but he’s a true multi-tasker. The other issue is that some departments do not allow mobility, make it difficult.
Presenter: Another barrier is changing the culture.
Comment: I’m on the office two days a week, some workers queue up their questions for when I’m on site
Comment: I also work from home- I’m very clear when people are testing if I’m actually paying attention. It’s a progression.
Comment: I have high hopes for Bluejeans
Comment: I have high hopes for Skype for business
Comment: Bluejeans is being worked on/developed based on Stanford input. Contact Customer Service when it doesn’t work.
Comment: Pidgin was secure. Is Slack?
Comment: Wait for Link (aka, Skype for business)
Comment: Have a structure that invites a known time when people can approach you online; your timeslot to not be writing code.
Presenter: Kind of like Faculty Office Hours.
Q: Where is the Redwood City location?
A: The old Excited Home/Ampex building (check Stanford Reports, etc.)
Working Anywhere - Hard-Earned Lessons and Future Plans for Empowering a Mobile Workforce
Proposed by Michael Fox
Notes
