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CeBIT 2012 panel: Australian enterprise changing due to shifting customer and employee mindset

CeBIT 2012 panel: Australian enterprise changing due to shifting customer and employee mindset

Customers after Cloud value, employees look for the big trends within enterprises

The face of the Australian enterprise is changing as a result of the shifting customer mindset and demand for value that comes with the adoption of Cloud, combined with an employee push for the consumerisation of IT, BYOD and mobility, according to Commonwealth Bank of Australia (CBA) CIO, Michael Harte.

Value is the bottom line when it comes to the Cloud, mobility and BYOD, Harte said.

Technology was attempting to maintain pace with such value demands, as the enterprise tried to keep up with the major contemporary trends in computing, he said.

“It’s all about value, and value is shifting,” Harte said. “People want increasingly bigger and better systems, but cheaper, and everything is now also expected to run in real time.”

Put simply, the vendor and provider must continue to respond to customer demand, while catering for changing internal expectations.

For Department of Human Services (DHS) strategy and architecture general manager, Yusuf Mansuri, while Cloud is the major trend which presents an attractive shift to the business model and impacts its public service delivery, the challenges presented by changing demographics and citizens expectations are also key.

Such shifts, which have been brought on by the growing ‘tech-native’ Gen Y workforce alongside the consumerisation of IT and BYOD trends, are forcing changes within the enterprise, and addressing them requires the next generation of ICT-enabled government services that are rich and connected, according to Mansuri.

“In the current scenario, the joined up services that are provided to services that make a single end-to-end transaction may have components from various different agencies whose technology components might sit within various agency datacentres in a disturbed fashion,” Mansuri said. “The challenge is spanning a single transaction across multiple agencies, and the change and capacity management in providing that single transaction and its maintenance.”

Xero managing director, Chris Ridd, using his company’s client base as an example, said a change in customer thinking had also spurred a quiet revolution in Cloud computing among small businesses, forcing a huge uptake of Cloud systems.

“Customers are thinking differently about IT,” Ridd said. “They want to get away from managing their own infrastructure and leave it to a vendor that can put it into the Cloud.”

Enterprises are also facing the internal push where the workforce, which is more and more grasping BYOD, is demanding true mobility.

This can be difficult to compute in large organisations due to common risks, such as security and accessibility, and therefore requires standardised device distribution as an affordable alternative. DHS serves as an example of this.

“Because of legislation and critical customer data, our view is to provide portable devices owned by the government for our employees,” Mansuri said. “We haven’t decided on BYOD at this stage, but as the sector develops, we will look into it. Until then, employees cannot connect to our system


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