1. Social Computing Services
Collaboration and Engagement Transformation

2. Agenda
• Disruptive IT Trends
• Today’s Challenges
• What does Social Computing
Solve?
• Lessons Learned
• Unisys Perspective &
Recommendations
• Getting Started
© 2012 Unisys Corporation. All rights reserved. 2

3. Disruptive IT Trends
Cloud IT
Computing Cloud computing is an on-demand, Appliances are a packaged combination Appliances
pay-per-use, flexible and scalable model of hardware and software, offering a
covering the entire IT stack from platforms faster and easier deployment compared
to infrastructure to applications. to buying, installing and configuring the
components separately.
Consumerization The Consumerization of IT and mobile Big Data and Smart Computing help Big Data/Smart
of IT/Mobility computing are underpinning the next enterprises to identity patterns and derive Computing
significant increase in end-user real-time business insights for competitive
productivity, and for a new generation of advantage from large volumes of data
IT support models. flooding the enterprise.
CyberSecurity involves the security of IT Create a web of people who interact with
CyberSecurity systems within the enterprise and the applications, data and each other in real Social
broader digital networks upon which they time Computing
rely – including cyber space itself and
critical infrastructures.
Drive New Business Opportunities
Key disruptive trends are creating new opportunities for IT to deliver
business value and a step-change in productivity via new styles of
interaction, automation and service delivery.
© 2012 Unisys Corporation. All rights reserved. 3

4. Today’s Reality
Social technologies adopted at record speed
Consumer Social Technologies have Enterprises Social Technologies are
been adopted at record speed forecasted to grow exponentially
iPod
Today 59% of organizations are
planning or implementing enterprise
social platforms – Forrester
Internet
Adoption of social computing in
business will grow by 10-30% in the
Facebook next year - Gartner
Reaches 50M
Twitter users By 2014, social networking services
in <=1year will replace email as the primary
vehicle for interpersonal
communications for 20% of the
0 1 2 3 4 business users – Gartner
Years to reach 50M users
Source: McKinsey & Co.
© 2012 Unisys Corporation. All rights reserved. 4

5. What is Social Computing in the Business World?
Social Technologies have applications beneficial to both consumers and enterprises
Note: this list is not exhaustive
Source: McKinsey and Co.
Social Computing creates a web 1. … connect and engage with each other… …using intuitive social
of people who interact with technologies according to
2. …create and share knowledge…
applications, data and each other natural social behavior
in real time to help people to… 3. …collaborate and conduct complex transactions…
© 2012 Unisys Corporation. All rights reserved. 5

6. Today’s Reality
Employee Usage and Expectations Driving Enterprise Adoption
Employee Usage and
Expectations increasing
Mobile Elite are the Social
Elite
• 2x as many information workers using • Are some of the
social media tools such as Facebook and heaviest users of social
Twitter in workplace tools
• Are using consumer
• Over one in three iWorkers use social applications to interact
networks and communities for customer with customers,
and employee communication, and colleagues and partners
advertising/PR
• Expect same high levels
of collaboration from
• 75% of employees access social media their enterprise tools
from personal mobile devices at work.
• Are catalysts of change
within an organization
- 2011 Consumerization of IT study (Unisys/ and DC)
- Social Media & Workplace Collaboration Research 2012 Consumerization of IT study (Unisys and
(SilkRoad Technology) Forrester)
© 2012 Unisys Corporation. All rights reserved. 6

7. Organizations Struggle to Achieve a Social Enterprise
Lack of Enterprise Engagement 73%
Only 17% of organizations have 75% of
targeted employee base actively
17%
engaged - Chess Media Group 10%
75-100% 0-75% Don't Know
Complexity
Most significant barriers to adoption of social media tools are lack of
strategy and understanding, and an inability to determine a business
use case or ROI - Gartner
End User Resistance 41%
21% 17%
41% of resistance comes from 12%
Managers and Users, not IT
Users/Mgrs There isn't IT Other
- Chess Media Group any
Lack of Training and Interest
Less than 10% of employers offer social media training and 33% of end
users don’t want to learn a new technology
- Chess Media Group, SilkRoad Technology
Balancing Risk vs. Reward
Restrictions limit adoption, but no rules expose enterprise to risks 16%
have vs. 37% do NOT have structured policies in place - Chess Media Group
© 2012 Unisys Corporation. All rights reserved. 7

8. Today’s Reality
Enterprise IT Departments should be concerned
Underestimate
IT decision makers underestimate use of social networks being used for
business communications. Many iWorkers are using these tools off the
grid, often without IT’s knowledge or approval.
– 2011 Consumerization of IT Study (Unisys & IDC)
Fear of Employee Abuse and Lack of Security
• 46% of company leaders believe employees misuse social media &
work technology
• 42% cite concern about system security
– How Social Media, Mobile & Tech impact workplace communication
Unprepared
• 40% of employees reported having informal guidelines or no policy at
all from their employers
• Only 23% of employees report having a specific social media policy
-SilkRoad Technology
© 2012 Unisys Corporation. All rights reserved. 8

9. Today’s Reality
…Inaction and delays lead to competitive disadvantage
Loss of Competitive Advantage Potential Lost Value
• 90% of companies using social • More than $1 trillion in value can be
technologies report some business unlocked through the use of social
benefit from these technologies technologies across the value chain
• 20–25% potential improvement possible - McKinsey Global Institute
in knowledge worker productivity
• 28% reduction in time to market for new
products and services
- McKinsey Global Institute
© 2012 Unisys Corporation. All rights reserved. 9

10. What Problems Are You Solving?
Knowledge workers spend Only 20% of Companies 86% of employees cite 1 in 4 CEOs unable to pursue
Problem
30% of their time looking say Sales and Marketing lack of collaboration for market opportunity or delayed a
for information they need work well together on basic workplace failures3 strategic initiative due to talent
to do their jobs1 processes2 challenges4
Connect Globally Improve Organization Create Knowledge Find Skills, Attract Talent
Distributed Teams Inefficiencies Sharing Culture in NextGen Workplace
Organizational Need
• Increase speed to • Improve sales force • Foster employee • Find missing skills and
access to subject productivity (social collaboration and recruit, train, and manage
experts (SME enabled CRM) ideation (team sites) employees who are more
communities and “Ask Me diverse than ever, with
About” #Hashtags) multiple interests, life
• Improve cycle time of • Increase employee experiences, backgrounds
manual transactional visibility (personalized (HR integrated Social
• Increase speed to processes (Social news, micro blogs) Platform)
access critical enabled ECM)
information (discussion
1Delphi Group : 2AIIM Market Intelligence: 3 Fierce Inc: 4 PWC
forums)
© 2012 Unisys Corporation. All rights reserved. 10

11. The Potential Value of Social Computing
The results are out…
The potential value from social technologies can help organizations gain a
competitive edge in the market
Reduction Reduce email volume by allowing employees to access discussion
-25%
in email forums on common problems
Reduced time Enable faster innovation in product development phase by
-29%
to market providing a common platform for all stakeholders in value chain
Increase in number
Use social platforms to derive richer insights about
28% of successful
changing consumers needs and test product concepts
product innovations
Increase in employee Allow employees to more efficiently collaborate
41%
satisfaction with co-workers to solve work related issues
Increase in speed of Use social platform to bring experts into
52% access to internal experts mission-critical projects
Increase in speed to Connect distributed teams
74%
access knowledge through communities
Source: McKinsey & Co.
© 2012 Unisys Corporation. All rights reserved. 11

12. How Others Are Using Social Computing
An airline company A Judicial Court
A hotel chain can use social
can use social media as System
technologies to share
a real-time channel to can provide a social
real time regional
get feedback on overall platform for its
A financial company pricing information to
service quality and to employees to share
can leverage social improve yield
provide customer deals knowledge across
media channels management and
to their most actively court levels for more
crowdsource ideas from increase revenue
engaged evangelists efficient hand-offs that
customers on new
reduce bottlenecks as
products such as mobile
cases move vertically
banking applications
and horizontally
through the judicial
process
© 2012 Unisys Corporation. All rights reserved. 12

13. How Others Are Using Social Computing
A utility company A public sector
A technology can use social media
company agency
as a low cost and
can provide a social
can provide a platform effective channel for
platform for its case
for its employees to A CPG company providing customer
workers to collaborate
share knowledge and can use social media as service and as a way
with health workers
expertise resulting in a real time channel to to get closer to
and local field offices to
improved interaction monitor customer customers, spot
improve delivery of
and faster innovation conversations and to get trends, identify
citizen social services
feedback on products, influencers, and
campaigns and discount create customer
schemes advocates
© 2012 Unisys Corporation. All rights reserved. 13

14. How Unisys Has Leveraged Social Computing
Knowledge Management and Workplace Collaboration
Business Issue:
Unisys, a worldwide information technology company,
wanted to enhance the ability of its employees to
connect and collaborate more efficiently and share
knowledge more effectively.
Unisys Response:
Unisys launched a global initiative to make knowledge
sharing and social collaboration an integral part of its
culture based on Microsoft SharePoint and NewsGator to
add social collaboration to the daily workflow of its
employees.
Benefits and Results:
The solution, 91% of the Unisys targeted employee base,
and 77% of its total global workforce have adopted social
tools within an 18 month period. This has fueled the
innovative culture at Unisys, improved quality of
customer service, and facilitated employee development.
© 2012 Unisys Corporation. All rights reserved. 14

15. Unisys Success Recognized Externally
© 2012 Unisys Corporation. All rights reserved. 15

16. Social Computing Application Scenarios
Think Beyond Digital Marketing
There are a number of scenarios across horizontal” and “vertical” solution areas which can
be progressively implemented in order to develop a strategic enterprise social layer
Basic Scenarios Intermediate Scenarios Advanced Scenarios
Business Process
Integration
Solutions
Vertical
Social CRM
Case Exception
Knowledge Collaboration Resolution
Customer Management
Support
Horizontal
Strategic Workplace
Solutions
Collaboration
Customer Ideation and Innovation
Digital Communities Management
Marketing
Next Generation Social-Enabling
Customer Knowledge Mgmt Mission Critical
Engagement & Collaboration Applications
Think beyond digital marketing and reframe social computing as new paradigm for
enterprise collaboration to support key business processes and transactions
across employees, customers/citizens and partners
© 2012 Unisys Corporation. All rights reserved. 16

17. Unisys Perspective & Recommendations
Strategic Recommendations for Social Computing
Our set of strategic recommendations help clients progress along the continuum of social
computing scenarios in a measured approach with increasing levels of business impact
Strategy Emphasize social computing as a “next generation” enabler for application
Development
modernization and determine how best to integrate social computing strategy
among competing IT priorities and transformation projects
Target “horizontal” functions such as strategic knowledge management,
innovation, and customer relationship management to deliver relevant and
contextual information to end users
Target “vertical” functions such as client-facing transactional applications to add
collaborative functionality to cut cycle-time for ad-hoc processes such as exception
handling and problem mgmt
Social-Enabling
Start exploring modernization and integration opportunities between your
Mission Critical
Applications
business applications and your enterprise social computing platforms specifically
to automate ad-hoc, workflow processes
© 2012 Unisys Corporation. All rights reserved. 17

18. How Can We Help You Get Started?
Starting points on the road to the socially-connected enterprise
Social Computing Social Computing Social Computing
Innovation Social Computing Implementation Modernization
Workshops Advisory Services Services Services
Workplace Collaboration, Integration of Social
Identification and Development of Social
Knowledge Management, Computing platforms
Prioritization of Social Computing Strategy,
Customer Engagement, with Enterprise
Computing Roadmap and
Integration with Public Applications and
Opportunities Implementation Plans
Social Networks Processes
Our services are designed to help you build out a strategic social computing capability
that is tightly integrated with your applications to create a socially-connected enterprise
© 2012 Unisys Corporation. All rights reserved. 18

19. Social Computing Advisory Services
Development of Strategy, Roadmap and Implementation Plans
Social Computing Advisory Services is a strategic consultative engagement advising clients on how
to leverage social computing across their enterprise with a roadmap and implementation plan
Social Computing Advisory Services delivers a strategy,
roadmap and implementation plan for clients to leverage Social
Computing to achieve their identified business goals
Client Benefits
• Define a strategic vision for enterprise social computing
• Determine opportunity areas for social computing
• Mitigate security, privacy and compliance risk
• Build success measures
• Integrate culturally accepted business practices
Unisys Credentials
• Application modernization and integration experience helps eliminate silos
and maximize business value
• Rich security heritage ensures social computing initiatives do not
compromise sensitive data
• Focus on enterprise value beyond digital marketing
Our advisory services provide a strategic IT assessment with observations and recommendations
for social computing delivered via our discover, strategize, analyze and plan approach
© 2012 Unisys Corporation. All rights reserved. 19

20. Social Computing Implementation/Modernization Services
Implementation & Integration of Social Computing Platforms
Social Computing Implementation and Modernization Services support clients with implementation
of enterprise social computing platforms and social-enablement of existing enterprise applications
Social Computing Implementation/Modernization
Services leverage Unisys experience, global delivery model,
proven methodology and thought leadership to deploy and
seamlessly integrate “best-fit” Social Computing solutions
Client Benefits
• Increase customer engagement and support
• Increase organizational productivity and reduce costs
• Social-enable enterprise applications and processes
Unisys Credentials
• Strategic Partners with best of breed providers such as Jive, Microsoft and
Newsgator
• Proven full lifecycle methodology, 3D Blueprinting supports strategy and
business process design
• Solutions Delivery Framework (SDF) defines consistent, repeatable, and
reusable processes
Our implementation and modernization services focus on areas such as workplace collaboration ,
knowledge management, customer engagement, and social-enablement of enterprise applications
© 2012 Unisys Corporation. All rights reserved. 20

21. Enterprise-wide Workplace Collaboration
A Delivery Approach
Objective: Leverage Objective: Increase Objective: Enable social
social technologies for customer value by interaction within and across
workplace collaboration enhancing customer facing different software interfaces and
business applications devices
Social-Enabling
Mission Critical
Applications
Assess strategy and vision for Identify an integration strategy to Identify disparate processes that
employee collaboration and connect social platforms with sales can be streamlined by using Social
knowledge management and customer support systems Computing as an integration
platform
Implement an enterprise social Introduce an enterprise social Make enterprise social computing
platform to enable employees to computing platform to develop available to all business units
build a network of colleagues basic customer collaboration through a common platform
capabilities
Expand social functions to Social-enable your CRM Embed social tools such as
support and integrate with internal applications to enrich the customer messaging and activity streams to
business processes dialogue and improve self-service consume distribute content from any
source including apps & databases
© 2012 Unisys Corporation. All rights reserved. 21

22. With Unisys’ Social Computing
Solutions, Clients Benefit From:
• Experience socially enabling a
global workforce
• Successful use of social media
within the enterprise
• A user-led rather than a
technology focused offering
• More than 20 years of
application modernization
experience across most
industries and government
sectors
© 2012 Unisys Corporation. All rights reserved. 22