Government Thought Leadership with Bill Schrier

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While attending the 79th Annual APCO Expo and Conference in Annaheim, California, I had the opportunity to sit down with industry thought leader, Bill Schrier, (@BillSchrier)who is now with the Office of the CIO for the State of Washington. Washington has been a progressive state with technology, and Bill drove much of that Thought Leadership during his tenure there.

FLETCH: Hey, it’s Fletch with the Avaya Podcast Network and we’re here at APCO in Anaheim, California. We’re sitting down with someone that I follow quite a bit on Twitter and the ‘websphere’ and that’s Bill Schrier who is now with the Office of the CIO with the State of Washington.
Welcome to the podcast, Bill.

BILL: Thank you, Fletch. Glad to be here.

FLETCH: It’s absolutely an honor for me to finally sit down with you after all these years. We talk from time-to-time but this is a great opportunity to get some really interesting stuff out there. Next Gen 9-1-1 is happening. The conference at APCO is all about Next Gen 9-1-1 and you and I were just talking about Next Generation 3-1-1 and how those applications might actually be paving the road for what we’re going to be doing in public safety.

BILL: Absolutely right. There’s a ton of exciting stuff that’s going on with 3-1-1 around the country. Of course, 3-1-1 is not universal. There are only larger cities and counties I think have it but nevertheless, 3-1-1 is kind of paving the way for Next Generation 9-1-1 and it’s use of applications, video and images.

FLETCH: And we’ve talked about Boston for example. They’re using an app to report potholes, right? So that’s taking data from the cellphone, that’s additional data, something that we’re talking about and it’s putting that information into the 3-1-1 center.

BILL: That’s right. I forgot the name of the Boston app actually that actually uses the accelerometer in the iPhone so it knows if you’re going over a pothole and then tries to report it. Boston’s also got something called Citizen Connect and the Citizen Connect interface is directly with their 3-1-1 System. Citizen Connect is where you can, as a citizen in Boston, I take a photograph for example of a missed garbage pickup or downed stop sign or a dead animal on the street or a street light out, send the photograph into a report and it goes right into Boston’s Constituent Relationship Management System and then can be dispatched to city workers. So Citizen Connect is kind of a cool app as well.

Boston_App.jpg

FLETCH: So you could also start tracking metrics, which I think is really important. If you’re going to have an app, you’ve got to track the metrics.

BILL: Absolutely. As a matter of fact, I think we need to get to with things like Citizen Connect with 3-1-1. It’s just like tracking a package for FedEx or UPS where you actually know the date timestamp of when the call came in, when it was triaged, when it was dispatched to a crew, when the crew got there, when the thing was fixed and then you’ve even sent an email or somehow otherwise contact the citizen and say, “Is it really fixed and was it fixed to your satisfaction?”

FLETCH: You were the CTO for the City of Seattle. What do you think was your biggest accomplishment there?

BILL: Well I think one of the biggest accomplishments was open data. We actually have that at Seattle now and Seattle was one of the first cities who actually do this, something called Data.Seattle.Gov and we’ve put out a whole bunch of data sets. We’ve exposed government data, data that the governments are collecting about building permits or crimes or 9-1-1 calls or whole hosts of other things on Data.Seattle.Gov for anyone to see.

FLETCH: That’s what Next Generation is really becoming all about, the big data. We’re looking at lots and lots of big data. One thing that came out just recently right here at Southern California was the big data that they looked at around 9-1-1 calls and the accuracy of the location on that. Did you happen to see that report?

BILL: No. I didn’t actually.

FLETCH: The CalNENA Chapter actually used Public Safety Networks, and what they did was they collected all of the call data from Cellular 9-1-1 calls and whether they received Phase I or Phase II data at the end of the call. And what they showed over the last 2 years a decrease in location accuracy mainly because of the saturation of cellphones and people making calls inside the buildings. The report didn’t cover that, that’s my assumption based on the data. But this is a perfect example where we’ve got to start looking at this big data. It’s more than just, “9-1-1 What is your emergency?”

BILL: Yeah. Absolutely right. Especially when you consider the fact that not only is your iPhone or Smartphone potentially a huge data collector for a number of different data points. But vehicles are getting automated as well. Vehicles already collect a lot of data although it isn’t necessarily stored but what’s going on in the vehicle. But the National Transportation Safety Board just a couple of weeks ago started to publicly push car manufacturers to collect a lot more data and actually create connected vehicle networks where vehicles might talk to each others as they’re driving down the street to help improve traffic safety.

FLETCH: What you have right now is the information the telematics that OnStar can to collect from your vehicle when you overturn in the median. The DeltaV, what occupants were sitting etc., I heard they [the DOT] could predict, based on some studies, with 80% accuracy what the injuries are. Imagine getting that data right through the ESI Network, the Next Gen 9-1-1 Network to the Healthcare System; Fire up the helicopter, and get Dr. Bob off the golf course. That’s one of the use cases that I talk about for Next Gen 9-1-1. Again, all focused on big data.

BILL: Exactly. As a matter of fact, Kevin McGinnis as you might know is on the First Responder Network Authority, a FirstNet Board Member, will describe that in detail when he’s talking. How that could vastly improve EMS especially in rural areas where it might take 20 minutes for the accident to actually be discovered and then 20 minutes or 30 minutes for the ambulance or the medic unit to actually get there.

FLETCH: Yeah. You know rural America really is a problematic area for public safety for those exact reasons. They don’t have the population therefore they don’t have the technology and that just puts people at risks. So now, if you live in a big city here in a high rise, your cellphone doesn’t work for 9-1-1 yet, everybody is dropping their wired landline. So you can see where this is beginning to be a really big problem and we need a little more guidance on it.
What are you doing for the State of Washington now? You are with the Office of the CIO?

BILL: Well, I’m the FirstNet point of contact which means that I will actually work with police and fire chiefs and mayors and utility directors not just in State Agencies but across the state to help prepare for FirstNet construction in the state. Another significant job I’ve got is with Data.WA.Gov, the open data set for Washington State which has got 500 or 600 data sets and I’m trying to evangelize putting more government data out or open that data up. And that actually could be just a grasp for the application developers to develop apps to actually better show citizens what’s happening with their state government.

FLETCH: And there’s a lot going on with data here at APCO too you mentioned?

BILL: Yes. As a matter of fact, tomorrow afternoon, Tuesday afternoon and this isn’t a common knowledge yet but will be by the time the Podcast is broadcast, APCO is going to host the Data Jam. So APCO has actually invited developers and they’ve actually worked with Whitehouse Office of Science and Technology Policy on this. They are inviting developers from around the region here in Southern California to come to a Data Jam and actually look at some of these open data sets from across the country and see what sort of applications they might be able to design or develop. They would better expose public safety information either the responders or the citizens.

FLETCH: Really cool stuff. You know, we’re kind of really lucky. You and I got to watch the Telecommunications Industry grow and explode, we’ve got to watch the internet grow and explode and now we’re watching Next Generation Emergency Services grow and explode. It’s really some exciting times and I’m glad to know you Bill, and I really appreciate you sitting down with me. You always have a great view of the world as its going and I find you very, very interesting.

BILL: Thank you, Fletch. It’s very enjoyable to be with you today.


Want more Technology, News and Information from Avaya? Be sure to check out the Avaya Podcast Network landing page at http://avaya.com/APN . There you will find additional Podcasts from Industry Events such as Avaya Evolutions and INTEROP, as well as other informative series by the APN Staff.

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Thanks for stopping by and reading the Avaya CONNECTED Blog on E9-1-1, I value your opinions, so please feel free to comment below or if you prefer, you can email me privately.

Public comments, suggestions, corrections and loose change is all graciously accepted 😉
Until next week. . . dial carefully.

Be sure to follow me on Twitter @Fletch911

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Five Things Every CMO Wants Their CIO to Know

This article first appeared in CIOReview, May 2017.

The reality of today’s digital, customer-centric world is clearer than ever, and it is significantly affecting the CIO and CMO. CIOs are now emerging as collaborative business partners with more customer-facing priorities; meanwhile, CMOs must now balance customer engagement with technology and analytics to deliver contextually-rich experiences. Together, these two key players must work in unison to amplify the customer communications experience.

I explored this dynamic further in a recent blog, where it was concluded that CMOs should operate as major influencers of IT spend, with CIOs working alongside them. Now, just one question remains: how? How can CIOs support CMOs to make their best marketing technology investments? How can they empower CMOs to operate at maximum potential each day?

There are seemingly endless ways that marketing can work with IT to reimagine business and customer outcomes, but the right support is needed to make this happen. To this end, here are five things CMOs want CIOs to know to help marketing teams do what they do best:

  1. Speed Matters
    The world has sped up in a very short amount of time. Consider technologies like web chat, social media and mobile apps: once non-existent for customer service, we now see hundreds of thousands of customers engaging with these platforms every minute. To be competitive, you must move quickly. You must be able to move at the speed of the consumer, and flexibly respond to digital change.

     

    Marketing organizations must have the freedom to instantaneously deploy new solutions and test new campaigns to limitlessly innovate and improve. Continuous change is at the heart of marketing; CMOs must be in control of the pace and nature of this change, while CIOs must support them to flexibly do so. Considering the average IT team takes up to six months to develop and deploy a new application, this is a major problem today. The traditional IT development/deployment cycle must be put to an end.

  2. Solutions Do Not Always Need To Be Built
    That same research shows that 85 percent of organizations demand faster development and deployment cycles from their IT teams. One way to significantly shorten this cycle is to eliminate the development phase altogether. In other words, solutions and applications do not always need to be internally built. There are many great off-the-shelf applications available that can be instantly cloud-deployed, and marketing needs IT to connect them quickly and securely for immediate use. In this way, CIOs can help CMOs reduce deployment time from months to days.
  3. Understand That We Live for the CX
    CIOs are notorious for having an internal perspective; meanwhile, CMOs thrive on their ability to look outward at the customer experience. For CMOs to operate at maximum potential, CIOs must understand how marketing is working to create a better experience for external customers.

     

    This means focusing less on why certain actions are being taken and more on how those actions will affect the end customer. Consider Daniel Bergan, Omni-Channel Transformation at Westpac, one of Australia’s most prominent financial institutions. In taking the initiative to better serve the bank’s customers, Daniel and the team created an end-to-end technology environment that transforms parts of the organization from the outside in. Most recently, for instance, the company announced that it would be making banking features available via social media messaging apps like Facebook Messenger, WhatsApp, Twitter and Snapchat.

     

    Forrester puts it best in a recent report: “CIOs (must) move beyond IT’s traditional focus on technology assets and expand their role as leader of a customer-facing function: responsible for creating superior customer experiences across channels and delivering digital business innovation.”

  4. We Need the Right Infrastructure and Tools
    Marketing teams need to be as productive as possible. They must be able to seamlessly communicate and collaborate, both internally and externally. They need insight into customer data across multiple teams, processes and customer touch points. Our level of efficiency is dependent on whether we have the right infrastructure and tools, supported by the CIO.

     

    Understand that we know you cannot eliminate bandwidth issues entirely, but we would appreciate if you did all you could to make them as minimal as possible. We know you cannot completely eradicate security threats, but we trust you are working overtime to ensure we can work as securely as possible. Just as we work to deliver on the promise of amazing experiences for our customers, we need you to deliver on the promise of this experience for us internally.

  5. Be a True Business Partner
    What more can I say? Get in the game with us. Dust off your other strategic hats and start wearing them. Start thinking outside of the box to drive the best possible business outcomes and customer experiences. The fact is that, today, the CIO is no longer concerned with simply keeping the network running and phones on. Like it or not, today’s CIO has stepped out of the data center and is actively working alongside key areas of business like marketing, sales, R&D and HR. They are now operating as a revenue-generating entity. They are responsible for driving efficiency across the entire organization.

     

    Today’s smart, digital world has assured that marketing and IT will remain interdependent. The good news is that CMOs and CIOs are increasingly seeing eye to eye, reflecting a willingness of both to prioritize the business over individual goals and objectives. As with all things, though, there is room to do better, there are opportunities to deepen collaboration between these two essential players and across IT and Marketing teams. I just outlined five key areas where I believe CMOs and CIOs can achieve the level of intimacy needed to really thrive and succeed.

Wrangling the IoT: The Next-Gen Architecture We’ve All Been Waiting For

Technologies like AI, the IoT, virtual reality and data analytics are no longer enterprise luxuries, but means of survival in an era of rapid digital disruption. They’re transforming traditional processes, redefining roles and responsibilities, and reimaging the customer/brand relationship. Consider that five years from now, more than one-third of skills needed in today’s workforce will look different because of technological advancement. Three years from now, 100 million consumers are expected to be shopping in virtual reality. Data algorithms are now being used to positively alter the behavior of workers.

These technologies are no longer the basis for science-fiction movies like “The Terminator” or “The Matrix.” They’re here and now. Today, millions of people can watch chatbots argue with each other for entertainment. People are spending days in virtual reality, essentially living in an alternate universe.

Who’s to say that far-reaching movie plots like “Her” and “I, Robot” won’t become reality 30 years from now? We can’t say for sure, however, one thing we do know is that businesses must transition from legacy, hierarchal architecture to a next-generation platform so they can flexibly respond at today’s speed of digital change.

In a recent blog, I explored five key areas of this next-generation platform that every business must consider: next-gen IT, the IoT, AI/automation, an open ecosystem, and the customer/citizens experience. I tackled the first of these five areas: next-gen IT. Now, let’s explore what businesses should know about a next-generation platform in terms of the IoT.

The Only Way to Bring Legacy into Today’s Next-Gen World of IoT

Capitalizing on the IoT is an exponential challenge when core systems and applications are still running in a legacy-dependent environment. To succeed, companies must bring legacy into today’s next-generation world of IoT—a process with its own set of unique challenges.

For starters, the IoT is a vast and loosely defined concept. Some define the IoT simply as sensorous technology. Others, the interworking of various embedded devices that can collect and exchange data. The way I see it, anything that can connect to either a network or provide any sort of service (not just data collection and exchange) should be considered part of the IoT. Because virtually anything can be considered part of the IoT, it becomes difficult to implement one single solution designed to target all IoT requirements. Because of this, we see many IoT solutions on the market today (i.e., Bluetooth, WiFi, ZigBee, LPWAN) that support a range of different requirements.

These solutions also typically don’t use IP protocols, making them impractical in today’s world of any-to-any communication. With billions of connected devices in use today, companies must migrate away from non-IP technologies towards converged architecture to begin building process workflow automation based on IoT analytics. For example, consider a utility company that can automatically notify customers of the impact of an impending weather storm based on predictive analytics from sensors deployed throughout its power lines. The provider can then increase the reliability of their services while keeping customers informed on the severity of the storm using real-time data. As you can see, breaking the silos between various “data sets” (Big Data) is the key to building workflows that are impactful to customers and/or citizens.

The end goal of the IoT is to create automated (and in many cases data-driven) processes that generate the exact business or customers/citizens outcome you’re looking for. The right technology foundation is essential for turning this goal into a practical reality.

So, what’s the answer? An open, software-enabled, meshed architecture platform. This next-generation platform makes it easy to migrate from legacy architecture to begin securely deploying IoT devices that drive higher levels of efficiency:

  • Open, SDN architecture supports unmatched levels of IoT intelligence. The platform continuously learns and changes conditions as needed via constantly updated traffic flows. Consider, for example, asset utilization reports that detail up-to-the-minute operational activity, enabling decision makers to change course as needed for continual improvement and cost savings. Meanwhile, an open-sourced ecosystem offers programmable APIs that allow companies to customize their IoT services and applications to meet their exact needs.
  • End-to-end network segmentation delivers built-in, point-to-point security for up to 168,000 devices that can run on any vendor’s network. This is achieved through three core components—hyper-segmentation, native stealth and automated elasticity—that work in unison to effectively isolate and filter traffic from IoT device to destination. End-to-end network segmentation is inherently designed to secure the IoT ecosystem, and yet only 23% of companies currently have such a solution deployed.
  • An SDN-based IoT controller seamlessly manages the integrated IoT environment. Based on a multi-protocol controller that manages all service modules within the framework, the IoT controller can assign service profiles to open networking adaptors, manage interfaces into SDN program environments, expose north and southbound APIs, and more.

The fact is this: the IoT is a reality that’s only going to substantially accelerate. Three years from now, it’s expected that companies will be spending up to $2 trillion on IoT devices. Five years from now, analysts predict that the IoT will save consumers and businesses $1 trillion per year. In this same period, though, it’s expected that more than 25% of identified enterprise attacks will involve the IoT. During this time, many businesses will continue to struggle with IoT security and management.

We’re only seeing the beginning of what can be achieved with the IoT, but these possibilities are limited without the right technology foundation. The last three decades have seen humans manually providing input to generate desired outcomes, whereas digital enterprises are now using sensors as the input mechanism, combined with sophisticated automated workflows. Scary one may say, but nonetheless our reality.

Think about it: does a self-driving car need any input from humans? Not if the vehicle knows the driver’s calendar, destination and location of people you may need to pick up. It will automatically take the preferred route to keep you on time, find the closest parking space (smart parking), and even, if required, let people know you’ve arrived. At this point, humans are simply going for the ride! This is exactly why the right IoT foundation is so critical to digital transformation. It’s imperative that businesses invest in a next-generation platform that can deliver the simplicity needed to connect, secure and manage the ever-growing number of IoT devices. At the end of the day, a meshed architecture platform represents the best—and arguably the only—way to effectively reduce IoT breaches, rapidly innovate, and improve IT staff efficiency. The possibilities of IoT are seemingly endless for businesses with this foundation.

Up next, we’ll be tackling the third key area of a next-generation platform: artificial intelligence/automation. Be sure to check back soon!

The 2020 Network Is Here: Stop Visualizing and Start Deploying

At this point, it’s safe to say you’ve heard of digital transformation and the radical changes it’s driving within the enterprise as we approach the 2020 network. For example, up to 45% of activities that employees are paid to perform can now be automated. Companies are working overtime to identify security solutions that defend against vulnerabilities found in 70% of IoT devices today. The average business now offers customers up to nine engagement channels to be used across a vast array of devices.

Organizational boundaries are blurring. The speed of change has become relentless. Networking as we know it has been redefined. All of this, of course, has significantly changed the role of IT within the modern-day enterprise.

The days of troubleshooting computers and running phone lines are dead and gone. Today, IT represents the foundation for numerous key areas of business, many that far surpass the norm. CIOs are emerging as leaders of customer-facing functions, responsible for driving digital user experiences organization-wide. Business owners are strategically using IT to accelerate their core revenue-generating activities. Half are now collecting ideas through business unit workshops facilitated by IT. Driven by digital transformation, IT has changed to the point of no return.

Digital transformation, however, is far from over. Research makes it clear we’re only getting started. Consider the vast changes expected to occur over the next three years alone. Gartner predicts that by 2020:

  • 100 million consumers will shop in virtual reality
  • 30% of web browsing sessions will be done without a screen
  • Algorithms will positively alter the behavior of billions of global workers

By 2021, 20% of all activities will involve at least one of seven digital giants like Amazon, Facebook, or Apple. By 2022, a blockchain-based business will be worth an estimated $10 billion. It’s clear the potential of trends like the IoT, cloud, big data analytics, and robotics is far from fulfilled and will only accelerate substantially as we move forward.

This all leads to one very important question: what will the network of 2020 look like? This massive, continued change will surely place unprecedented demand on IT infrastructure looking ahead.

Almost a year ago, Principal Analyst at ZK Research, Zeus Kerravala, aimed to answer this question via an article published to Network World. In it, he outlined key challenges that lie ahead for companies looking to capitalize on digital transformation (i.e., lack of automation, nodal configuration, multicast deployments), as well as what the network of 2020 will look like. Terms like simplified, mobile-centric, enhanced for contextualized customer experiences, and hyper-converged rounded out a comprehensive list of components, all which are just as valid today as they were this time last year.

Over the last year, however, Avaya has worked to streamline the 2020 network by condensing the technology into five key areas that businesses across every industry must consider: deep and wide automation, improved scalability, built-in security, mesh architecture, and an open network ecosystem.

Five Key Areas of the 2020 Network Every Business Must Know

  1. Deep and wide automation:

    As enterprises start aligning IT around their core business priorities, they must work to support two levels of automation: the first for automating the network architecture itself, and the second for automating various business workflows. The first involves eliminating complex, nodal configurations (traditionally required for service deployment) in order to easily add capacity and scaling capabilities. The second involves adopting a powerful, open workflow engine to increase productivity and overall efficiency. Network and workflow automation are essential for achieving the utmost business success.

  2. Scalability:

    Traditionally, scaling your architecture required that you replace your existing nodes with faster ones. In today’s smart, digital world, however, companies must evolve traditional scalability from legacy hierarchal architecture to fabric-based architecture. This move will enable them to add capacity at will and simulate nodal configuration, much like VMWare did with the introduction of server virtualization. The industry needs an end-to-end simplified virtualized network.

  3. Built-in security:

    The static configuration of legacy architecture will never offer the right level of network security needed today, nor will it support the future of the CX. As such, companies must work to eliminate legacy downfall when deploying next-generation architecture. This means sharpening the blurry, gray areas of network security—for example, when employees’ devices begin fading in and out of Wi-Fi when roaming in the parking lot. With more connected devices and more ways than ever to compromise them, it’s imperative that the 2020 network deliver any-to-any, end-to-end, built-in security. In other words, end-to-end network segmentation complemented by sophisticated authentication, encryption where needed, and real-time threat protection.

  4. Meshed architecture:

    The 2020 network epitomizes freedom of deployment. It means companies can move away from traditional hierarchal deployment and finally mesh their architecture. No more linearly connecting parts. No more limitations of Ethernet loops. A natively meshed architecture will empower organizations with unparalleled resiliency and scalability end to end (not just within the data center). At universities, for example, this means hyper-segmented, end-to-end connection across multiple campuses. At a bank, this kind of connectivity can be deployed between branch sites taking full advantage of cloud-based services. The user possibilities and business outcomes are seemingly endless.

  5. Open ecosystem:

    We live in a world of software-defined everything: SD-WAN SD-storage, SD-data center. The fact is that we’re rapidly and inevitably moving towards an open-sourced ecosystem. To prepare for this reality, businesses must ensure those vendors they invest in offer open APIs. This enables them to truly customize solution features and capabilities to meet their exact business needs. The 2020 network will no longer just endorse proprietary systems—but businesses need to continue to be cautious about how to take full advantage of open-source code without increasing business risks through vulnerabilities.

It’s imperative that organizations educate themselves on the 2020 network, not only visualizing it but taking the necessary steps for deployment. The future of networking is here, and it’s going to influence and shape your business. To learn more about these five key areas of the 2020 network, read IDC’s all-new Networks 2020 preparedness report, sponsored by Avaya.