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Entitlement Management

Policy will align with the business needs and objectives of the company. A policy development task-force should include a cross-functional team (HR, Finance, Admin, IT and employees who use). Executive buy-in is also critical to avoid situations where managers undercut the policy.

It will have a clear set of goals and policies which align in helping employees perform their jobs and improve productivity, and identify who is ultimately responsible for the policy and instructions on how employees can make special requests/ exceptions. Next, the mobile policy should identify which employees are eligible for what device by defining job duties that require mobile services. This approach determines eligibility based on job function. The task-force can help by providing their knowledge of the duties and responsibilities for these jobs. Service plan considerations include voice, data, and text messaging. Some employees will need basic cell phones for voice communications while others require access to e-mail, web browsing / GPRS and other VAS. Most employees have predictable consumption patterns based on their job role. The average month expenditures can set boundaries regarding acceptable use of voice, data, texting, and international roaming for each job role. Discretionary powers with line managers not only have large Financial Impact (provisioning, budget, personal usage, entitlements, tariff selection etc, but also) leads to weak business processes. Exceptions made for top performers soon shape expectations of other employees and encourage ad-hocism.

Guidelines for acceptable use help to limit corporate liability, safety standards, and restraints on personal use of services. The policy should make it clear that no employee is to use mobile devices for illegal transactions, harassment, or obscene behavior. Stake holders will decide on what practices are ‘acceptable’ to the company and what they will pay for, and what is clearly ‘not acceptable’ and what they will NOT pay for. Special processes provide decision making data to break out the portion of personal use vs. business and employee deductions for personal use of the phone.

Mobility policy should address the procedures when employees leave or are terminated. It must identify steps employees and managers will follow for turning in the device, who owns the data on the device, and who keeps the phone number. Managers can ensure that new employees who fill open positions receive their predecessor’s phone number. Alternatively, managers can identify situations where the account should be suspended or terminated.

Enterprises that have a formal mobility policy spend significantly less per user on mobile voice services compared to organizations that do not have a policy, but they must also have mechanisms to enforce the policy. Businesses must be ready to change their control procedures and auditing methods if they are to fully achieve the potential cost-savings.