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

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Information about The Workplace Shift: How Can UC Improve the Way We Work?
Business & Mgmt

Published on February 26, 2014

Author: AvayaInc

Source: slideshare.net

Description

Employee workstyles are changing rapidly, being pushed by the habits and expectations of Millennials (those born in 1980 and after). Indeed, 2/3 of Millennials are frustrated by the technology available to them at work, with 78% of them knowing that better communications can make a big difference to their success. Peruse this survey by BT and Avaya to learn what else workers want and need, communications-wise.
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The Workplace Shift How can UC improve the way we work? For internal use only

The Workplace Shift • Top 5 & Summary 3 • Methodology 6 • Headline findings 7 • Appendix 20 • Collaboration, co-creation and innovation 21 • Employee engagement 24 • Customer experience 29 • IT Decision Makers response 31 • Internal for BT & Avaya 34 • Site, region and sector analysis 38

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The Workplace Shift: How can UC improve the way we work? 4

The Workplace Shift: How can UC improve the way we work? 5

Methodology – Online survey with 517 business executives and IT decision makers in UK mid-market businesses and sites 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 6

Headline findings

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 Huge growth anticipated Over 40% have larger IT budgets In the next 12-18 months how do you think your organisation will change? 62% 60% Of under 35s frustrated with the technology available at work The organisation will be restructured 17% We will move or consolidate offices 15% The number of employees will significantly increase IT Decision makers want UC technology 92% Desktop sharing The business will expand 26% 12% Only have a Unified Communications system at work 42% Will move to more remote and flexible working 70% Of IT decision makers are considering implementing UC 8 87% Unified messaging calls 86% Recordoffice when out of the 84% Video at desktop 82% Access corporate network by personal devices

Improving collaboration, productivity and engagement Using UC to improve formal and informal comms leads to faster solutions to complex problems “Let me communicate how I want…” “Enable me to make faster decisions...” 59% 53% 46% Using my own device lets me keep on top of what’s going on at home and at work at the same time 1 in 2 I often waste time (trying to get hold of people) which delays decision making I regularly spend a night away form home for work reasons 1 in 3 70% Informal chats are the best way to know what’s going on in the organisation Base: Business executives and IT Decision Makers “Help me achieve my life aims…” I regularly check in on work communications out of normal working hours 64% Want instant feedback on ideas and queries at work 58% My working day would be significantly more productive if there were better ways of sharing information I don’t mind working in my own time as long as I do my own thing during work hours too I would like to be able to choose other forms of communications to suit my personality 66% I am increasingly trying to do several things at once e.g. email or text whilst on the phone 61% 64% Spend more than an hour commuting each way 9 48% I often need to have phone calls / conference calls when I’m out and about “Make it easier for me to work wherever I am…”

Enabling generations to communicate by preference Engaging 3 (and soon 4) generations of workers to be productive requires the communication options of UC I am frustrated with the technology available at work 38% Gen Y Baby boomers I don’t mind working out of work hours if I can do my own thing during work hours 59% 56% Gen Y are the least careful with company data Baby boomers – 19% My day would be significantly more productive if there was better info sharing Use 4G at work: Gen X 54% Gen X – 9% Baby boomers Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+) 68% Gen Y Baby boomers – 5% Gen X Gen Y – 31% Gen Y – 26% 64% Gen Y Gen X – 28% 42% Gen X Use IM at work: Gen Y 62% 43% of Gen X have not heard of UC, 38% of 10 Baby boomers 52%

Global ‘road warriors’ Around 1 in 2 business executives are constantly travelling away from the office (and home), would benefit from UC Challenges Solutions 46% 58% Travel overseas for 77% UC would make our work 2-4 times a year or more employees more productive Regularly spend a night away from home, travelling for work 70% regularly check in on work 70% want visual voicemail 4 in 5 want the ability to record These are the challenges they face…. communications outside working hours 70% I don't mind working in my own time if I can do my own thing in work time too 70% often work from home during working hours 3 in 4 often need to have work phone calls/join in conference calls whilst I am out and about 11 calls when I'm out of the office 4 in 5 want to automatically route calls over the corporate network to reduce mobile costs 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

IT Decision Makers underestimate home working Employees want to maximise productivity by working at home and need support from UC Business execs say… IT Decision Makers estimates of the percentage of staff who work at home once a month or more… 24% 84% Can access fast broadband at home 20% Turn home phone into an office extension 19% 51% Percentage of business execs saying they work from home (during working hours) 24% 27% Once a month Once a week or more or more Hold/transfer a call from your home phone to work phone 44% Can access voicemail at work when at home

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 Brands want control of data & working practices 78% 62% 56% better comms would make a big difference to success Gen Y are frustrated by comms technology at work I worry about how careful fellow employees are with our organisations confidential data 44% 1:4 of orgs allow 1 in 4 employees or more to BYOD or use software like Facebook/Twitter for work purposes 21% 32% Facebook 22% LinkedIn 16% YouTube 16% Twitter 4% say if we all worked 20% fewer hours we’d achieve just as much 13 53% I lost my phone/laptop/tablet which had work documents/data on 1 in 2 use their own iPad for work I should be more careful with data protection Use for personal reasons at work of IT decision makers say that employees wanting to use their own devices causes real problems

Orgs expanding globally driven by UC 2:3 1 in 10 organisations will expand internationally and are motivated by UC Which do you use regularly for work reasons? LinkedIn/LinkedIn Groups Facebook 2:3 My working day would be more productive if there were better ways of sharing information 40% YouTube 35% 27% Video conferencing at home 25% Twitter A blog 25% 52% I travel overseas for work 24 times a year or more Organisations expanding internationally… 13% 52% I'm out and about a lot, and don't have access to all the work systems that I want 54% New features are a major benefit of UC 72% UC would make it easier for me to work on the move 74% UC would make ititeasier to UC would make easier to open new or move offices open new or move offices 85% UC would save time UC would save time 63% I am increasingly frustrated with the technology available to me at work Base: Organisations planning to expand internationally in the next 12-18 months 2 in 3 I regularly check in on work communications out of normal working hours 82% Will have bigger IT budgets next year 14

Orgs moving or consolidating offices are UC pro 2:3 1 in 5 organisations will move or consolidate their office in the next 12-18 months and are likely to consider UC Organisations planning to move or consolidate offices… 80% Of main IT decision makers in organisations which are moving or consolidating offices are considering implementing UC 3 in 4 Cost benefits are a major benefit of UC 67% UC would improve our productivity Base: Organisations planning to move or consolidate offices in the next 12-18 months 47% Will have a strategy to encourage remote / teleworking 15

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 Demand for video at work… 1 in 2 It’s difficult to secure face to 84% face meetings with clients Video at desktop 62% video conferencing ensures Switching a phone call to a video call 80% people don’t do other work during a call 76% In consumer life, which would you use video content for? 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% Video on smartphone 38% it’s difficult to collaborate with 65% colleagues at other sites Telepresence 16

Despite growth, cost reduction still prioritised When reducing total operating costs is a key objective unified comms plays a significant role Which of the following would be likely to prompt you to change your telephone system? Business priorities for reducing expenditure Business travel 43% Equipment maintenance costs Mobile costs Mobile roaming Office space 67% Base: IT Decision Makers Cost reduction programme New technology 36% Better features 32% Organisational change 28% New working practices 24% 61% 39% 33% 24% 20% a UC system would reduce our communication management costs 17

UC collaboration services in high demand IT decision makers see the value in collaboration tools How useful would the following capabilities be? 92% Desktop sharing Accessing network from personal devices 82% 82% Voicemail 87% Cloud based file storage Unified messaging 87% Voice to text 81% 81% Faster mobile connection 86% Softphone Record calls when I‟m out of the office 86% Virtual „white boarding‟ 80% Mobile access 86% Phone to video calls 80% Faster broadband at home 84% Video at your smart phone or tablet 76% Access to corporate intranet from mobile devices 84% Click to call 76% Video at your desktop 84% Video calls to multiple parties Ability to automatically route calls over network 83% Visual voicemail 83% Note: Respondents - IT decision makers Telepresence 71% 65%

Cloud on the horizon Cloud offers potential but concerns over security are significant... 57% IT Decision Makers say cloud will one day be the prevalent means of delivering voice and collaboration services 82% Would like cloud based file storage so you can access from any device (IT Decision Makers) 4% I lost my phone/ laptop/tablet which had work documents/data on 40% Computer crashed in the last year 56% I worry about how careful fellow employees are with our organisations confidential data 19 13% Cloud based control would prompt a change of phone system 40% 45% Cloud systems would result in fewer employees in the IT Department Of IT Decision Makers are unsure about the security of cloud based systems for their organisation

Appendix

Co-creation, collaboration & innovation

Work comms diversity sky rocketing From a phone and PC to communications and collaboration tool multiplicity, integrated with UC Device Application E-mail 72% Wired desktop phone 69% Phone Voicemail desktop Voicemail mobile Softphone Smartphone Video 25% IM 27% 15% 19% Webcam 13% Video conf home 6%Web chat 8% iPhone 30% LinkedIn/ LinkedIn groups 30% 21% Facebook 24% Android 15%Twitter 10% Tablet Desktop 15% Youtube 77% Desktop - PC or Mac 70% Laptop 38% iPad Tablet 19% Note: Using once a month or more for work 4G Smartphone tethered 37% 16% 9% 7% good mobile 46% have on commute data 19% have Wi-Fi available on commute Social media 31% Blackberry Other smartphone Mobile dongle 20% Google e-mail, docs or drive 16% Presence Home phone Wireless desktop phone Wi-FI 69% Outlook e-mail IM 42% Network 13% An online community/ bulletin board 7% A blog 4% Other social networking site 2% Slideshare.net, Prezzi.net or Wordle.net 22 82% don’t think all devices (Desktop, laptop, tablet, ph one, etc) I use for work are well integrated 66% I am increasingly trying to do several things at once e.g. email or text whilst on the phone

Desk-free, work-on-the-go via UC The open-plan office model is changing into the ‘work on the go’ model – CEO’s like to maximise productivity 62% 1in 4 I like working in teams Supporting „work-on-the-go‟: 22% I get a lot of work done out of office space such as in cafes - 26% Use hot desking 23 Wi-Fi ubiquity - Different working styles – collaborators, introve rts, midnight crammers, etc MMOC eg Khan Academy - I spend at least 10 hours a 2 in 3 54% Have week travelling access to a tablet I spend far too much or smartphone time tied to my desk to meetings 15°Facebook meeting rooms Natural voice language / No touch interfaces eg Microsoft Kinect

Employee engagement

Productivity driven by personality UC enables executives to work collaboratively in the way that suits personality and working styles Introvert Extrovert - Reflector / Theorist - Prefer to concentrate - Activist / Pragmatist - Prefer to collaborate 35% 37% My colleagues would NOT describe me as an extrovert 15% Don’t like working in teams Passive – interaction record Audit/Video Conferences E-mail Call recordings Messaging My colleagues WOULD describe me as an extrovert Working styles 62% I like working in teams Active – immediate feedback IM Phone F2F Social media Text

Extroverts work differently from introverts Extroverts are on the move, prefer video, while introverts like a good record of their messages: UC caters for all workers Introvert Extrovert Use regularly for work purposes… I am out and about a lot, away from office 31% Get a lot of work done in places like Café’s 31% Travel more than 10 hours a week for meetings or appointments 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 13% Extrovert Introvert 88% 70% 69% 74% 65% 66% Video on smartphone 56% 25% 17% Voice to text messaging 53% 37% 15% 52% 39% Would like… 14% 68% 17% Unified messaging 14% 22% Twitter 26% 42% Phone to video calls 47% Introvert YouTube 57% Extrovert LinkedIn 77% I like to get instant feedback on my ideas & suggestions from colleagues 35% 26

Applying Big Data to employee productivity UC provides data and tools to drive productivity across a business which is effectively collaborating Storing - Storing all calls, IM, conference call, video interactions - Time and date stamped Employee productivity - Data to inform performance management - League tables of effectiveness Analysis - Correlation behaviours & productivity - Individual performance - Linked to performance management Compliance - Recording of interactions - Easy tracking of interactions - Meet Governance, regulato ry or legal issues 66% UC will provide better employee productivity according to IT Decision Makers 27

Working at home Everyday life gets in the way of work Executives often need to work at home at short notice and UC technology enables them to work productivity Have you ever worked at home for the following reasons? 48% Couldn‟t travel because of weather 30% 26% Waiting for a delivery Teachers on strike My boss allows me to take a few 23% hours out, and get back whenever I can 29% Medical appointment Travel company was on strike 10% 39% Ill but well enough to work at home Waiting for work or repair men When you have to be home for personal reasons do you...? Do offline activities from home 37% Work from home just like you are in the office Take time out of my annual leave 13% 29% 9% 28

Customer experience

Customer experience improvement UC enables customers to get the answer they need, fast and easy 70% Which, if any, of the following activities do any employees in your organisation do (IT decision makers)? 74% Make and/or receive customer service calls Make and/or receive sales calls None of these Happy to be transferred to someone trained to answer complicated questions 40% 37% Have need to retrieve recorded calls Make collection calls 86% 49% Have need to record calls 21% 12% 2 in 3 Say they are often asked to repeat my account details on the same call which is irritating Often I know more about the problem than the agent 93% Organisations should call me back when they say they will 94% Want to E-mail same agent as spoken to 71% If I don’t get the answer, I call another agent 86% Happy to be transferred to someone trained to answer complicated questions 2:3 Try to find a head office number to bypass the call centre 49% Calls are more complex 55% IT Decision Maker’s say UC would improve our customers’ experience

IT Decision Makers response

Collaboration services in demand IT Decision Makers see value in a full range of collaboration technologies, after UC technologies and uses are fully explained How useful would the following capabilities be to you? 78% better comms would make a big difference to success 92% Desktop sharing Unified messaging However 43% say they haven‟t heard of UC 87% 70% 86% Faster mobile connection 70% 86% Mobile access Record calls 70% 86% 65% 84% Faster broadband at home Voice to text IT decision maker Non IT decision maker Note: Respondents – IT Decision Makers & Business executives 74% 32 71% 81% 66%

UC benefits clear 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…. Business Executives - How would UC benefit your firm? 63% It would save time 63% It would make it easier for me to work on the move It would make it easier for me to work from home More collaboration Reduce ongoing communications management cost 67% 66% Increased employee productivity 59% 64% Easier to manage 56% IT department would look good internally 54% Increased productivity It would help me work better in teams 61% Provide better service to clients and customers 48% 42% We could provide better service to our clients and customers We have a Unified Communications system in place 71% Enable remote and mobile working It would make it easier communicate decisions 59% Easier to move or open offices 42% Enable us to grow our business 14% To keep up with competitors using UC 33 59% 51% 45%

BT GS/Avaya internal slides

Working at home IT Decision Makers’ challenges IT Decision Makers face big challenges but are supported by Directors in implementing UC 57% 68% of employees often don't understand how difficult it is to make our IT work 40% cloud computing solutions are not secure enough for our organisation 24% of business executives use an outsourced IT department/helpdesk Directors in our organisation see the value in investing in IT Asked IT to reconfigure PC/phone Not able to work due to IT maintenance Increase by more than 20% 9% Increase by up to 20% 31% Remain the same 40% Decrease by up to 20% Have the following work related incidents happened to you in the last year? PC crashed during an important piece of work Compared to your IT budget today, do you expect your budget over the next 12 months to 12% Decrease by more than 20% 1% Don't know 8% 64% 51% 42% 35

Businessnifcation of IT Business executives are having more involvement in IT creating another target market for BT and Avaya... Business Executives…. 15% On average less likely to want to deploy UC than IT Decision Makers …IT Decision Makers 56% 40% Employees using their own devices causes real problems Computer crashed in the last year 44% 1 in 3 69% Employees don’t understand how hard it is to make IT work effectively 64% 70% Of IT Decision Makers are considering implementing UC Still business executives not allowed to use their own devices for work 56% More and more IT decisions are being made by business managers 36

45% Of IT Decision Makers say that they are concerned that new technologies will not lead to significant benefits 37

Site, region & sector analysis

A two speed nation? The differences between London and the rest of the UK Travel Future technology London UK London UK I use public transport to get to/from work 72% 34% I would benefit from using collaboration tools more often in work 62% 44% I travel overseas for work 2-4 times a year 43% 29% Video at my desktop would be useful in my work 49% 59% Business travel is the top priority for reducing spending 30% 43% 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% Virtual white boarding would be useful in my work 92% 80% Current technology London I regularly use Skype in working hours for work purposes UK 38% 21% *IT decision maker

Differences by number of sites in the organisation Organisations with more site have executives who are more frustrated by technology but growing IT budgets Number of Sites % 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 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

Private sector expecting growth In the public sector, restructuring likely to be on-going, together with further staff cuts 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. NHS Banking / f/s IT 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 9 5 10 3 10 17 17 6 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 The organisation will be part of a merger/ acquisition The organisation will open more offices internationally 42

Cost reduction #1 driver for UC But reducing cost less important to NHS, better features most valued by the IT sector Total Govt. Local Govt. NHS Banking / f/s IT 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 Which of the following would be likely to prompt you to change/ upgrade your telephone system? % 43

Working behaviours by sectors Travel and hospitality and NHS most likely to keep in contact with work outside normal hours Total Govt. Local Govt. NHS Banking / f/s IT 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 I regularly check in on work communications out of normal working hours 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 To what extent do you agree with each? % 44

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 Total Govt. Local Govt. NHS Banking / f/s IT 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 Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail 46 38 8 39 45 63 54 48 I was unexpectedly unable to get into work due to bad weather/ travel issues (in the past 12 months) I regularly spend a night away from home for work reasons (at least 4 times a year) Yes % % 45

Current employee behaviours Home working highest in IT sector, lowest in Government What proportion of your staff work in the following ways? Total Govt. Local Govt. NHS Banking / f/s IT 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 46

UC on the horizon for most sectors IT sector most likely to have a UC system in place, followed by financial services Total Govt. Local Govt. NHS Banking / f/s IT 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 Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail 48 42 42 45 48 49 67 61 Do you have a ‘Unified Communications’ system in your organisation? If a ‘Unified Communications’ system were in place in your workplace, what would the benefits be to you and your colleagues? Increased productivity Note: Questions asked of business executives and IT decision makers % % 47

Flexible working to be adopted by most sectors Nearly 1 in 2 organisations will encourage remote and teleworking going forward In what ways do you expect your organisations workforce will % change in the next two years? Total Govt. Local Govt. NHS Banking / f/s IT 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 48

Reducing costs is a top priority for all sectors Cutting business travel, equipment maintenance and mobile expenditure is most important Total Govt. Local Govt. NHS Banking / f/s IT 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 What are the top priorities for your organisation in terms of reducing spend? % 49

Travel & hospitality has largest budget increases Retail and travel and hospitality most likely to see increases in budgets Total Govt. Local Govt. NHS Banking / f/s IT 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 Compared to today, do you expect your IT budget over the next 12 months to…? % 50

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