Live Chat Transcript - GovLoop and SAP Public Services

1. GovLoop – SAP Public Services Live Chat 2011
GovLoop and SAP Public Services joined together for a live online chat to discuss “How much
mobility is enough?” Read more and take part in the conversation in the Mobility for Government
Group on GovLoop (http://www.govloop.com/group/mobilityforgovernment).
Andrew Krzmarzick: Happy Holidays, everyone. „Tis the season for closing out 2011, planning for 2012
and sneaking some time for shopping and spending time with loved ones in between.
Andrew Krzmarzick: Of course, we‟re all on the go, all the time, it seems. From the commute into work
to the committee meeting across town, we‟re a mobile society and there‟s no going back.
Andrew Krzmarzick: So how do you leverage mobile technology to achieve more efficient outcomes
in your organization and more effective connections with citizens?
Andrew Krzmarzick: That‟s the question we‟re hoping to address in the next 30 minutes, and we have
two industry experts from SAP to help us answer the questions that you‟ve brought with you today.
Andrew Krzmarzick: Speaking of that - I wanted to set one very important ground rule for our chat: If
you have a question (and I hope you do!), please click on my name at the right and send me a
question. Just "Private Chat" me - don't worry, it‟s all legit and we‟ll be sure to pass them along.
Andrew Krzmarzick: Also, if you are on Twitter, we‟ll be tweeting at #gltrain to, so feel free to ask
questions there as well.
Andrew Krzmarzick: Well, let‟s do some introductions, shall we?
Andrew Krzmarzick: First, I‟m Andrew Krzmarzick, GovLoop‟s Community Manager. I‟ve worked
remotely for a couple different organizations over the past 7 years, so I definitely appreciate mobile
technology.
Andrew Krzmarzick: Joining me today are two very smart gentlemen from our partner, SAP: Neil
Hooper, VP for Mobility, SAP and Andreas Muno, Software Solution Manager Government Mobility,
SAP. Neil – could you tell us a bit more about what you do with SAP?
Neil Hooper: Hi – this is Neil Hooper. I am at SAP as the VP Mobility. My responsibilities include Federal,
State, Local, Higher Ed, and A&D as well as some other regulated industries. By way of background, I
have been working in mobility for over 8 years
Neil Hooper: I have a team of specialists who work with our accounts in Government to help them
"Go Mobile!"
Andrew Krzmarzick: Andreas – your turn!
Andreas Muno: Thanks, Andrew. I am a solution manager in industries, currently focusing on mobility
for Public Services. Before that I was a solution manager for SAP Procurement for Public Sector,
having previously been a developer for that same solution.
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2. GovLoop – SAP Public Services Live Chat 2011
Andrew Krzmarzick: Great, Now let‟s get to some questions:
Andrew Krzmarzick: How can mobile applications help overcome obstacles in creating a mobile
workforce?
Neil Hooper: I like to reminisce about the days before mobile email, mobile music, or even a mobile
phone. These are killer apps that we now all assume are parts of our lives. Today, major commercial
organizations feel the same way about things like mobile CRM
Neil Hooper: Other apps like mobile banking, and mobile healthcare. Mobile applications will
enable us in Public Sector to do our jobs wherever we are and be far more efficient and effective.
Andreas Muno: Mobile business apps are as easy and efficient as other smart phone apps: No
training, no learning, you use, them they just work. Mobile business apps are timesavers.
Neil Hooper: Good point Andreas. What I like about Mobile Apps is that the IT load is much lower
Andrew Krzmarzick: As a private citizen, what I appreciate most is just having the information I need
in the palm of my hand wherever I happen to be. It's saved me so often to have quick apps at the
ready...
Neil Hooper: Check out recovery.gov. Information at your fingertips for sure!
Andrew Krzmarzick: Yep - great example
Andrew Krzmarzick: Of course, there are some risks and it's not all rosy, right?
Andrew Krzmarzick: Mobile is new and exciting. But that doesn't mean we should move all new
development to mobile. What types of applications are NOT appropriate for mobile, and why?
Neil Hooper: What? Not mobile?? Just kidding – there are a lot of examples
Andrew Krzmarzick: Haha
Andreas Muno: 911 comes to mind like one number that shall not become an app. But then again:
How about people with speech impediments? Apps can help!
Neil Hooper: I usually think about the combination of desktop and mobility. Anyone who needs to
analyze large amounts of data or systems is generally more effective on a desktop. However, people
that are affected by that data or those systems are affected. These other people are mobile and
can participate with the desktop users
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3. GovLoop – SAP Public Services Live Chat 2011
Andreas Muno: It all depends on the device and the purpose of the app: After all, a laptop is a
mobile device, so is a tablet, so is a smart phone or an iPod. There are y are not interchangeably
used: You would create a presentation on a laptop and maybe on a large tablet, but not on an
iPod. The other way round, you may text a message as an SMS, tweet, or in Instant Messenger. What
device would you use for taking pictures?
Andrew Krzmarzick: Perhaps the best mobile apps are those like Evernote where you can basically
access key information across devices.
Andrew Krzmarzick: Next question…Are there security/privacy and storage issues; where is the data
stored? Our third question for you... Big issue for government
Neil Hooper: In the Public Sector we recommend behind the firewall systems and storage, or private
cloud solutions. We are generally not comfortable with public cloud solutions at this time.
Neil Hooper: Behind the firewall gives you control of access to/from the source systems and firewall
control, security of the data in transit over various networks, and security and control of the data on
the devices themselves.
Andreas Muno: It depends on the application: Work orders for the field workers in the public works
department, or apps for your inspectors who may not always have mobile network connectivity, the
apps need to store data on the device. But as a rule, you would like to keep sensitive data off mobile
devices as much as possible, when you know he device will always have good connectivity.
Andrew Krzmarzick: The case for cloud...So I have a question from Twitter: @elizhill asks: Are we
talking mobile apps or mobile optimized sites? #gltrain
Neil Hooper: Good question. HTML5 and Mobile Web is part of our future. However, if we are talking
about sensitive data we recommend Mobile Apps. Also, right now, HTML5 is "not quite there"
meaning user experience suffers. Therefore, the more complex the process, the more you should
think about an App.
Andreas Muno: I agree
Andrew Krzmarzick: Great - I have another question from our members:
Andrew Krzmarzick: So, if we all know that mobile is not about the tools & technologies -- it's never
about the tools & technologies, it's about what they enable--how can we keep organizations
focused on how mobile solutions improve organizational efficiency & effectiveness rather than
focused on mobile for the sake of "doing mobile"?
Andrew Krzmarzick: This was true of social media... some agencies / organizations were just jumping
in because it was new. And we need those innovators... but the best way to proceed is starting with
the mission, eh?
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4. GovLoop – SAP Public Services Live Chat 2011
Neil Hooper: This may sound like a silly answer, but the reality is that the first thing to do is to admit
when you are doing "mobility for mobility's sake" -- we see that quite frequently. We ask most
agencies to start by asking: What is the mobile strategy?
Andrew Krzmarzick: Good start.
Neil Hooper: We then ask: Which applications add the most value to the agency. Going through
this process helps an agency discuss and then zero in on the priorities -- it's all about qualifying the
value.
Andreas Muno: Effectiveness and efficiency are strong arguments for mobile, but think
transformation, too: When you give mobile apps into the hands of farmers to report crop damage
after a thunderstorm, instead of sending farm service agents out you can completely change the
process and the cost effectiveness
Andrew Krzmarzick: So I'm wondering if you have any concrete examples of agencies that have
used that approach - Started with the problem - the mission - and built mobile apps to respond.
Neil Hooper: I can start with one...
Neil Hooper: When the US Census was ready to do the 2010 Census they decided to deploy 140,000
employees to collect data. This was a clear opportunity for mobility and mobile security. We helped
them in record time and the project was massively efficient and effective
Andrew Krzmarzick: Yeah - that was one of the most noteworthy aspect of the Census 2010 - the use
of mobile tech to get a more accurate count
Neil Hooper: …also forgot to add. A great mobile app ;-)
Andreas Muno: Another example: Volunteer firefighters in Australia use mobile devices to report in
location and direction of fires they spot when on the road. Helps fighting bush fires efficiently
Andrew Krzmarzick: Saving lives in that situation potentially
Andrew Krzmarzick: (Another question from the crowd)From your experience, do citizens (i.e.,
consumers of public services and information) look more to conduct transactions on mobile devices,
or more for purely awareness and information search?
Andrew Krzmarzick: I really like that question - I think I've seen some research from Pew on that one.
And their Internet and American Life Project
Andreas Muno: It's both. The great thing is: On mobile devices, they can get that information
wherever they need it, extending the reach of gov info Reach is maybe the number one cool thing
about mobile. SMS, texting expands the reach of gov to more than 5 billion people
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5. GovLoop – SAP Public Services Live Chat 2011
Michael Walter: In our case, during emergencies when power is out, we can rely on our mobile
platform to deliver significant amounts of information straight to individuals on their devices. This was
one of FEMA‟s lessons learned from Irene. (m.houstonoem.net)
Neil Hooper: Many gov‟t groups offer apps and mobile web that only allow “read” capabilities. Many
are scared to allow input because of the potential for “more work”. However, a carefully
constructed mobile form integrated to back end systems can lower workload
Andrew Krzmarzick: Great point, Michael
Andrew Krzmarzick: It doesn't need to be either/or
Neil Hooper: totally agree
Andrew Krzmarzick: It's information plus transaction
Andrew Krzmarzick: Any examples of moving beyond "read" to "input"?
Michael Walter: Neil, Local governments have been doing this for a while - Broward County, FL has a
damage assessment application that allows individuals to self-report damage following a hurricane
and its plugged into existing operations…We're jealous of it.
Neil Hooper: One point about SMS: New York has an outstanding broadcast system, and they allow
reply and feedback creating excellent 2-direction dialogue
Neil Hooper: Michael - another reason to move to sunny Florida!
Michael Walter : ... and out of humid Texas...
Andrew Krzmarzick: 5 minute warning!
Andrew Krzmarzick: Last question…When should agencies use SMS texting vs. building an app, when
it comes to simple info-sharing/awareness?
Elizabeth Hochberg: Gentlemen - I'm late to the party but have read through the chat string. No one
is discussing GSA's Making Mobile Government Project. Perhaps I'm biased (as they're my clients) but
Gwynne Kostin, Jacob Parcell, and their team are answering the questions you've posed.
http://www.gsa.gov/portal/content/288141
Andrew Krzmarzick: Thanks for the information Elizabeth; I was going to mention it at the end! But you
beat me to it ;)
Andreas Muno: Agencies should use SMS for purposes of reach, not just smart phone apps.
Neil Hooper: Agreed - SMS is great for pushing from gov‟t and getting a response. An App is for
collecting ad hoc from the field, and citizens. They can also be integrated to get the best of both
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6. GovLoop – SAP Public Services Live Chat 2011
Andrew Krzmarzick: One quick point from Jennifer Wilson: mobile web has allowed us to reach
previously unreachable people in need of health services since our research showed that lower
income families have greater access to the internet through mobile devices.
Jamie Kern: Have to say, I found this article helpful...http://www.nextgov.com/top-mobile-apps/
Michael Walter: SMS is also limited by info size. NWS uses an SMS based messaging system that then
direct clients to a web site with additional, more extensive warning information (iNWS.wrh.noaa.gov)
Andrew Krzmarzick: Well, we've got one minute so I'm going to wrap it up. By the way, SAP
sponsors a great group on GovLoop called “Mobility for Government” and we have a particularly
hot conversation happening there right now: What If NTSB Gets a Ban on Cell Phones for Drivers?
http://www.govloop.com/group/mobilityforgovernment/forum/topics/what-if-ntsb-gets-a-ban-on-
cell-phones-for-drivers
Andrew Krzmarzick: More than a dozen comments already... passionate people when talking
mobile! Jump in the fray and have your say!
Andrew Krzmarzick: 30 minutes is a perfect amount of time as Neil and Andreas likely need to soak
their fingers in some Epsom salt right now. ☺Seriously, we appreciate SAP for their ongoing
partnership as they seek to bring GovLoop members valuable information and insights on mobile
technology and other industry trends. Thanks, of course, to all of you for participating. Have a great
holiday season and we can‟t wait to interact with you more in 2012!
Neil Hooper: Thanks -- The wonderful thing about mobility is you can get started quickly. We work with
Apps, Mobile Web, SMS and other technologies – and you can drive benefit right away. Please visit
us at sap.com - but not while driving
Andrew Krzmarzick: We'll be posting a transcript of this chat shortly in the SAP group, so we can keep
the conversation going.
Andreas Muno: Thank you, Andrew, for giving us the opportunity.
Andrew Krzmarzick: I conducted this whole chat while driving Opps. Don't tell our friends at NTSB
Andreas Muno: ...on the motorcycle
Neil Hooper: busted! Thanks very much for the session
Andrew Krzmarzick: Thank you, Neil and Andreas!
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