Welcome!

@DevOpsSummit Authors: Liz McMillan, Pat Romanski, Elizabeth White, Gopala Krishna Behara, Sridhar Chalasani

Related Topics: Mobile IoT

Mobile IoT: Article

It's the Transaction, Stupid

It's the Transaction, Stupid

Red lights flash in my mirror. I can't believe it - another speeding ticket and I'm already late for my morning meeting. As I wait 45 minutes for the police officer to copy my license, registration, and insurance information, my mind begins to wander - isn't this what our customers complain about? Their field workers are in the dark ages, manually processing multiple data sources like licenses, insurance forms, and registrations while pressing hard on carbon forms latched to steel clipboards. And while there are plenty of esoteric reasons to adopt mobile technology, every businessperson knows that it's the irrefutable, tangible return on investment that drives corporate adoption. So in spite of receiving four points on my driver's license and a $55 fine, I appreciate the insight - automating transactions will drive corporate adoption of the mobile Internet.

Wherever I go, it's the same story: "Bob, our field reps record activity on a paper form and at the end of a shift they drop it off at headquarters. That's when the nightmare begins - illegible handwriting, incomplete forms, sold-out inventory, and bundling options that don't exist. The result? Dissatisfied customers, lost momentum, and an unproductive field. And the hard dollar cost - we're paying $10 to $100 to process every transaction."

Whether it's sales, service, inspection, workflow, or public safety, there are plenty of paper forms to eliminate. With a mobilized process, imagine a different scenario of the traffic ticket that took 45 minutes:

  1. Need to copy my license, registration, and insurance? How about scanning the bar codes on my car window and my driver's license and add a real-time query to see if my insurance is up to date? Better yet, with an automatic vehicle identifier (AVI), the police car could wirelessly read this information and indicate if I am a friendly citizen or a stressed-out salesperson on the verge of road rage.
  2. Need my location, speed, and the time of day? A Global Positioning System (GPS), Bluetoothlink from the radar gun, and a real-time clock could provide all of that information.
  3. Send in the ticket or appear in court? How about allowing me to provide you with my credit card on the spot to pay the fine and receive a reduction in points?
  4. First day on the job, officer, and you forgot to check if I have any outstanding warrants? No problem. Like every quality mobile application, exceptional conditions and alerts are part of the package. And no, you can't arrest me today.
This is a simple example, but based on other industries, the cost involved in processing a traffic ticket totals at least $30. This $30 includes the time it takes to write the ticket, enter the data, schedule a court date, enter the data again into the insurance system, process the fine, and record the points on the driver's license.

These same costs are present in many field forces, whether it's sales, service, inspection, or operations. By mobilizing your workforce, you can build a rock-solid return on investment with as few as five transactions per field worker per month while dramatically increasing the speed of doing business and creating a positive experience for your customers.

Isn't This a Technology Magazine?
Okay, I know what you're thinking - another "business" guy waving his hands over all the hard stuff. It's just a paper form, right? Wrong. It's actually multiple-legacy back-end information systems that don't talk to each other, communicating over a low-bandwidth, unsecured, intermittent network to a thin-client device operated by a nontechnical user. It's also business logic to generate alerts and support and maintain the solution while it's in the field. In fact, there are six major technical issues that need to be addressed:

  • Integration
  • Business logic
  • Security
  • Network and client device limitations
  • User experience
  • Total cost of ownership
Since it's impossible to cover all of these areas in one article, over the next several months we'll discuss each topic in detail. For now, let's look at the highlights of each area.

Integration
While the major focus is on handheld devices and wireless networks, the real mobility issue is the complexity of integration across multiple legacy information systems. For example, the system used to issue a traffic ticket will have multiple information-system "silos," including the home state's driver's license and vehicle registration system, similar systems for the other 49 states, insurance systems from multiple carriers, a court scheduling application, an arrest warrant database, and commercial credit authorization. Not only must data be extracted from these systems, but separate data models need to be integrated as well. For example, suppose one insurance system derives the state from the driver's zip code, the home state license and registration system has a dedicated field, and a neighboring state prepends the two-character state abbreviation to the license number and places it in one field. How do we integrate the data from these separate systems?

What we need to do is extract the data in real time and dynamically transform the data items into one common data or business model. The solution is best thought of as Dynamic Business Modeling, or DBM. The DBM is able to point to data in its original legacy location and transform it on demand to present a common model to the world.

This DBM approach also has the advantage of insulating mobile applications from underlying sources because the DBM acts as an abstraction layer between applications and data. For example, if a neighboring state switches to a new license and registration system, the DBM allows the modification of the business model to occur in minutes instead of months, which keeps the traffic ticket system operational.

Business Logic
In addition to extending corporate information systems, the mobile Internet enables business practices that were never before possible. For example, when a police patrol car pulls up behind a stopped vehicle, it makes sense to give the police officer a real-time alert of a dangerous situation. To do this, databases need to be queried for arrest warrants, stolen vehicles, and all-points bulletins. In most cases this business logic hasn't been written. Therefore, not only must any mobilization effort extract legacy data, it must also apply new business logic against the legacy data.

Security
Imagine the fun a teenager would have getting hold of a lost traffic-ticketing device. It wouldn't be surprising if an entire high-school teaching department lost its driver's licenses. Mobility solutions need to address four security considerations:

  • Authentication: Validating the identity of the user. Potential solutions range from simple password-based systems to smart cards and biometrics.
  • Encryption: Ensuring that nobody can eavesdrop on a data conversation. Potential solutions use the native encryption of each network segment or overlay an end-to-end solution.
  • Access control: Ensuring that users see only the information for which they are authorized. Access control needs to be built into every mobile application, and ideally should integrate with existing systems like LDAP or the Microsoft NT Security architecture to minimize administrative costs
  • Theft and employee termination: Both are major security issues. IT organizations must be able to centrally disable mobile devices, and in applications that are very security sensitive local file systems must be encrypted.
Network Limitations
To meet the needs of mobile workers, mobile applications have to work with or without network coverage - that is, online or offline. Offline application functionality may be restricted, but mobile workers still have to do their jobs inside buildings and outside major urban areas and traffic corridors. And limited bandwidth implies a different architectural approach in which the mobile device is best used for command and control of headquarters-based servers on high-speed networks that can carry out operations on behalf of the field worker. For example, a salesperson can use a handheld device to request that sales literature be e-mailed to a prospective client. There's no need for the handheld device to store the literature locally if it can "command and control" a central literature server.

User Experience
Small screens, limited keypads, hands-free operating environments, and end users with limited computer literacy can be barriers to the effectiveness of a mobile application. Applications that are designed, tested, and piloted with a deep understanding of the end-user environment will overcome these obstacles.

Total Cost of Ownership
Gartner estimates that the total cost of ownership (TCO) of a handheld device is three times the purchase price. This TCO estimate considers only call-center support and break-fix replacement. If mobile commerce is going to be widely adopted, the real driver behind TCO will be how well mobile applications integrate with existing systems.

For example, when providing secure access control, we have to ask whether we want to introduce a separate security environment or integrate with the existing LDAP infrastructure. It's critical that IT pays careful attention to such ongoing maintenance issues.

* * *

The bottom line is that where paper transactions exist, there are ROI and IT challenges. Companies that address these challenges by deploying mobile solutions within the next 12 to 18 months will have significant competitive advantages. Those companies that are late to market will cease to be competitive. The call to action for mobilizing the enterprise can be compared to the familiar story of evolution - businesses will either "mobilize or die."

M-Commerce
Transactions that make the cash register ring always get the most attention. So what are the business drivers behind mobilizing commerce transactions from the field?

  • Order entry: Most field commerce transactions are paper-based and cost anywhere from $5 to $50 each to process. Mobilization reduces the same transaction cost to pennies.
  • Rejected orders: Whether it's inventory that doesn't exist, misconfigured options, or incomplete information, the average business experiences a 20 to 30% order-rejection rate. This problem is expensive to rectify, and it kills customer satisfaction.
  • Inventory: When it takes one week to process an order, companies are forced to fulfill sales out of their local inventory. By mobilizing the "demand chain," inventory can be centralized, and inventory costs will be dramatically lowered.
  • Dynamic pricing: As was the case with e-commerce, the mobile Internet promises to fundamentally alter pricing. A mobility solution can dynamically adjust price based on inventory levels, test spot promotions, and set prices regionally.
  • Sales momentum: Conducting business in the twenty-first century means that customers expect immediate response and fulfillment. Customer satisfaction is difficult to quantify, but it's perhaps the most important long-term mobile commerce business driver.
Where Are the Transactions?
The greatest needs for mobility exist in four areas:
  • Field sales: Mobility needs include checking price and inventory, validating credit, and booking orders.
  • Field service: The process of issuing original work orders, authorizing return merchandise, and closing out work orders creates a great need for mobility.
  • Warehouse and delivery: Workflow can be mobilized to track the process, identify areas in need of improvement, and enable real-time customer status information.
  • Inspection: Buildings, elevators, safety systems, and other structures and systems are inspected on a regular basis. Mobilization can organize and track the inspection processes.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@DevOpsSummit Stories
SYS-CON Events announced today that Evatronix will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Evatronix SA offers comprehensive solutions in the design and implementation of electronic systems, in CAD / CAM deployment, and also is a designer and manufacturer of advanced 3D scanners for professional applications.
SYS-CON Events announced today that Synametrics Technologies will exhibit at SYS-CON's 22nd International Cloud Expo®, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. Synametrics Technologies is a privately held company based in Plainsboro, New Jersey that has been providing solutions for the developer community since 1997. Based on the success of its initial product offerings such as WinSQL, Xeams, SynaMan and Syncrify, Synametrics continues to create and hone innovative products that help customers get more from their computer applications, databases and infrastructure. To date, over one million users around the world have chosen Synametrics solutions to help power their accelerated business and personal computing needs.
As many know, the first generation of Cloud Management Platform (CMP) solutions were designed for managing virtual infrastructure (IaaS) and traditional applications. But that's no longer enough to satisfy evolving and complex business requirements. In his session at 21st Cloud Expo, Scott Davis, Embotics CTO, explored how next-generation CMPs ensure organizations can manage cloud-native and microservice-based application architectures, while also facilitating agile DevOps methodology. He explained how automation, orchestration and governance are fundamental to managing today's hybrid cloud environments and are critical for digital businesses to deliver services faster, with better user experience and higher quality, all while saving money.
DevOps promotes continuous improvement through a culture of collaboration. But in real terms, how do you: Integrate activities across diverse teams and services? Make objective decisions with system-wide visibility? Use feedback loops to enable learning and improvement? With technology insights and real-world examples, in his general session at @DevOpsSummit, at 21st Cloud Expo, Andi Mann, Chief Technology Advocate at Splunk, explored how leading organizations use data-driven DevOps to close their feedback loops to drive continuous improvement.
Continuous Delivery makes it possible to exploit findings of cognitive psychology and neuroscience to increase the productivity and happiness of our teams. In his session at 22nd Cloud Expo | DXWorld Expo, Daniel Jones, CTO of EngineerBetter, will answer: How can we improve willpower and decrease technical debt? Is the present bias real? How can we turn it to our advantage? Can you increase a team’s effective IQ? How do DevOps & Product Teams increase empathy, and what impact does empathy have on productivity?
Modern software design has fundamentally changed how we manage applications, causing many to turn to containers as the new virtual machine for resource management. As container adoption grows beyond stateless applications to stateful workloads, the need for persistent storage is foundational - something customers routinely cite as a top pain point. In his session at @DevOpsSummit at 21st Cloud Expo, Bill Borsari, Head of Systems Engineering at Datera, explored how organizations can reap the benefits of the cloud without losing performance as containers become the new paradigm.
You know you need the cloud, but you're hesitant to simply dump everything at Amazon since you know that not all workloads are suitable for cloud. You know that you want the kind of ease of use and scalability that you get with public cloud, but your applications are architected in a way that makes the public cloud a non-starter. You're looking at private cloud solutions based on hyperconverged infrastructure, but you're concerned with the limits inherent in those technologies. What do you do?
Sanjeev Sharma Joins June 5-7, 2018 @DevOpsSummit at @Cloud Expo New York Faculty. Sanjeev Sharma is an internationally known DevOps and Cloud Transformation thought leader, technology executive, and author. Sanjeev's industry experience includes tenures as CTO, Technical Sales leader, and Cloud Architect leader. As an IBM Distinguished Engineer, Sanjeev is recognized at the highest levels of IBM's core of technical leaders.
The 22nd International Cloud Expo | 1st DXWorld Expo has announced that its Call for Papers is open. Cloud Expo | DXWorld Expo, to be held June 5-7, 2018, at the Javits Center in New York, NY, brings together Cloud Computing, Digital Transformation, Big Data, Internet of Things, DevOps, Machine Learning and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal today!
The past few years have brought a sea change in the way applications are architected, developed, and consumed—increasing both the complexity of testing and the business impact of software failures. How can software testing professionals keep pace with modern application delivery, given the trends that impact both architectures (cloud, microservices, and APIs) and processes (DevOps, agile, and continuous delivery)? This is where continuous testing comes in. D
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, which can process our conversational commands and orchestrate the outcomes we request across our personal and professional realm of connected devices.
Cloud Expo | DXWorld Expo have announced the conference tracks for Cloud Expo 2018. Cloud Expo will be held June 5-7, 2018, at the Javits Center in New York City, and November 6-8, 2018, at the Santa Clara Convention Center, Santa Clara, CA. Digital Transformation (DX) is a major focus with the introduction of DX Expo within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throughout enterprises of all sizes.
In a recent survey, Sumo Logic surveyed 1,500 customers who employ cloud services such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). According to the survey, a quarter of the respondents have already deployed Docker containers and nearly as many (23 percent) are employing the AWS Lambda serverless computing framework. It’s clear: serverless is here to stay. The adoption does come with some needed changes, within both application development and operations. That means serverless is also changing the way we leverage public clouds. Truth-be-told, many enterprise IT shops were so happy to get out of the management of physical servers within a data center that many limitations of the existing public IaaS clouds were forgiven. However, now that we’ve lived a few years with public IaaS clouds, developers and CloudOps pros are giving a huge thumbs down to the ...
Digital transformation is about embracing digital technologies into a company's culture to better connect with its customers, automate processes, create better tools, enter new markets, etc. Such a transformation requires continuous orchestration across teams and an environment based on open collaboration and daily experiments. In his session at 21st Cloud Expo, Alex Casalboni, Technical (Cloud) Evangelist at Cloud Academy, explored and discussed the most urgent unsolved challenges to achieve full cloud literacy in the enterprise world.
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering management. To date, IBM has launched more than 50 cloud data centers that span the globe. He has been building advanced technology, delivering “as a service” solutions, and managing infrastructure services for the past 20 years.
There is a huge demand for responsive, real-time mobile and web experiences, but current architectural patterns do not easily accommodate applications that respond to events in real time. Common solutions using message queues or HTTP long-polling quickly lead to resiliency, scalability and development velocity challenges. In his session at 21st Cloud Expo, Ryland Degnan, a Senior Software Engineer on the Netflix Edge Platform team, will discuss how by leveraging a reactive stream-based protocol, we have been able to solve many of these problems at the communication layer. This makes it possible to create rich application experiences and support use-cases such as mobile-to-mobile communication and large file transfers that would be difficult or cost-prohibitive with traditional networking.
Kubernetes is an open source system for automating deployment, scaling, and management of containerized applications. Kubernetes was originally built by Google, leveraging years of experience with managing container workloads, and is now a Cloud Native Compute Foundation (CNCF) project. Kubernetes has been widely adopted by the community, supported on all major public and private cloud providers, and is gaining rapid adoption in enterprises. However, Kubernetes may seem intimidating and complex to learn. This is because Kubernetes is more of a toolset than a ready solution. Hence it’s essential to know when and how to apply the appropriate Kubernetes constructs.
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some form of XaaS – software, platform, and infrastructure as a service.
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some form of XaaS – software, platform, and infrastructure as a service.
DevOps at Cloud Expo – being held June 5-7, 2018, at the Javits Center in New York, NY – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Among the proven benefits, DevOps is correlated with 20% faster time-to-market, 22% improvement in quality, and 18% reduction in dev and ops costs, according to research firm Vanson-Bourne. It is changing the way IT works, how businesses interact with customers, and how organizations are buying, building, and delivering software.
All clouds are not equal. To succeed in a DevOps context, organizations should plan to develop/deploy apps across a choice of on-premise and public clouds simultaneously depending on the business needs. This is where the concept of the Lean Cloud comes in - resting on the idea that you often need to relocate your app modules over their life cycles for both innovation and operational efficiency in the cloud.
@DevOpsSummit at Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, is co-located with 22nd Cloud Expo | 1st DXWorld Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce software that is obsolete at launch. DevOps may be disruptive, but it is essential.
SYS-CON Events announced today that T-Mobile exhibited at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, visit https://www.t-mobile.com.
SYS-CON Events announced today that Cedexis will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Cedexis is the leader in data-driven enterprise global traffic management. Whether optimizing traffic through datacenters, clouds, CDNs, or any combination, Cedexis solutions drive quality and cost-effectiveness. For more information, please visit https://www.cedexis.com.
SYS-CON Events announced today that Google Cloud has been named “Keynote Sponsor” of SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Companies come to Google Cloud to transform their businesses. Google Cloud’s comprehensive portfolio – from infrastructure to apps to devices – helps enterprises innovate faster, scale smarter, stay secure, and do more with data than ever before.