Employee workstyles are changing rapidly, being pushed by the habits and expectations of Millennials (those born in 1980 and after). Indeed, 2/3 of Millennials are frustrated by the technology available to them at work, with 78% of them knowing that better communications can make a big difference to their success. Peruse this survey by BT and Avaya to learn what else workers want and need, communications-wise.

1. For internal use only
How can UC improve the way we
work?
The Workplace
Shift

2. • Top 5 & Summary 3
• Methodology 6
• Headline findings 7
• Appendix 20
• Collaboration, co-creation and innovation 21
• Employee engagement 24
• Customer experience 29
• IT Decision Makers response 31
• Internal for BT & Avaya 34
• Site, region and sector analysis 38
The Workplace Shift

3. 3

4. 4
The Workplace Shift: How can UC improve the way we
work?

5. 5
The Workplace Shift: How can UC improve the way we
work?

6. 6
Stage 1 – Desk research, product focus and questionnaire design
Stage 2 – Quantitative research with 517 UK business executives
Number of sites the organisation has in UK
• 2-10 sites – 64%
• 10 or more sites – 36%
Number of people organisations has Worldwide inc UK
• 100-500 people – 36%
• 500-800 people – 24%
• 800 plus – 40% (We had to include organisations employing over 800 worldwide to sample executives working in the target sectors of the Armed Forces,
NHS, banking, retail, local government and hospitality/restaurant/travel organisations working at smaller sites in the UK)
Sectors
• Government including Local Government, NHS, Defence and Armed Services – 37%
• Consumer services including Travel & hospitality, Retail and Restaurants – 18%
• Financial services including banking and insurance – 22%
• IT & Technology and other – 23%
Location in UK
• North – 28%
• Midlands – 23%
• South – 31%
• London – 17%
Role of respondent
• Main Decision Maker – 19%
• Joint IT Decision Maker – 23%
• Business Executive – 58%
Gender of respondent
• Male - 55%
• Female - 45%
Age of respondent
• 18-34 – 18%
• 35-49 – 43%
• 50+ - 39%
Stage 3 – Analysis, outputs and presentations
Methodology – Online survey with 517 business executives and IT
decision makers in UK mid-market businesses and sites

7. Headline findings

8. 8
Driving post-recession growth with UC
Better comms with customers, employees, partners and
suppliers fuels business success
Collaboration technologies in demand
by IT decision makers
78%
Better communications
would make a big difference
to business success
Only12%
have a Unified
Communications
system at work
70%
Of IT decision makers are
considering implementing UC
42%
Will move to more remote and
flexible working
62%
Of under 35s frustrated with the
technology available at work
Over 40% have larger IT budgets
In the next 12-18 months how do
you think your organisation will
change?
The business will expand
60%
The organisation will be restructured
26%
We will move or consolidate offices
17%
The number of employees will
significantly increase
15%
Huge growth anticipated IT Decision makers want UC technology
92%Desktop sharing
87%Unified messaging
82%Access corporate network
by personal devices
86%Record calls when out
of the office
Video at desktop
84%

9. 9
Using UC to improve formal and informal comms leads to faster
solutions to complex problems
Improving collaboration, productivity and engagement
64%
I would like to be able to
choose other forms of
communications to suit my
personality
“Let me
communicate how I
want…”
64%
Want instant feedback on
ideas and queries at work
66%
I am increasingly trying to do
several things at once e.g.
email or text whilst on the
phone
“Help me achieve
my life aims…”
61%
I don’t mind working in my own
time as long as I do my own
thing during work hours too
I regularly check in on work
communications out of normal
working hours
59% 46%
Using my own device lets me
keep on top of what’s going on
at home and at work at the
same time
“Enable me to
make faster
decisions...”
53%
I often waste time (trying to get
hold of people) which delays
decision making
70%
58%My working day would be
significantly more productive if
there were better ways of
sharing information
“Make it easier for
me to work
wherever I am…”
1 in 2
I regularly spend a night away
form home for work reasons
1 in 3
Spend more than an hour
commuting each way
48%
I often need to have phone
calls / conference calls when
I’m out and about
Base: Business executives and IT Decision Makers
Informal chats are the best
way to know what’s going on
in the organisation

10. 10
Engaging 3 (and soon 4) generations of workers to be productive
requires the communication options of UC
Enabling generations to communicate by preference
I am frustrated with the technology
available at work
I don’t mind working out of work hours if I
can do my own thing during work hours
43% of Gen X have not
heard of UC, 38%of
Gen Y
Gen Y are the least
careful with
company data
Use 4G at work:
Gen Y – 26%
Gen X – 9%
Baby boomers – 5%
62%
38% 42%
Gen Y Gen X Baby boomers
56%
64%
59%
Gen Y Gen X Baby boomers
My day would be significantly more
productive if there was better info
sharing
52%
68%
54%
Gen Y
Gen X
Baby
boomers
Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+)
Use IM at work:
Gen Y – 31%
Gen X – 28%
Baby boomers – 19%

11. 11
Global ‘road warriors’
Solutions
Around 1 in 2 business executives are constantly travelling
away from the office (and home), would benefit from UC
Regularly spend a night
away from home, travelling
for work
These are the
challenges they
face….
46%
2 in 3 want video conferencing on
smartphone or tablet for work
80% want unified messaging
84% want mobile access securely
to the corporate network
4 in 5 want to automatically route
calls over the corporate network to
reduce mobile costs
4 in 5 want the ability to record
calls when I'm out of the office
77% UC would make our
employees more productive
70% want visual voicemail
58% Travel overseas for
work 2-4 times a year or more
70% regularly check in on work
communications outside working
hours
3 in 4 often need to have work
phone calls/join in conference calls
whilst I am out and about
70% often work from home during
working hours
70% I don't mind working in my
own time if I can do my own thing in
work time too
Challenges

12. IT Decision Makers underestimate home working
Percentage of business execs
saying they work from home
(during working hours)
Employees want to maximise productivity by working at home and
need support from UC
27%
Once a week
or more
24%
Once a month
or more
IT Decision Makers estimates of the percentage of
staff who work at home once a month or more… 24%
51%
Turn home phone into
an office extension
20%
Hold/transfer a call from
your home phone to
work phone
19%
Can access fast
broadband at home
84%
Can access voicemail
at work when at home
44%
Business execs
say…

13. 13
Balancing employee freedom with control
The UC strategy can create better experiences for all stakeholders,
balancing employees’ needs and the organisation’s governance
Execs want easy collaboration &
communication
78%
better comms would make
a big difference to success
44%
of orgs allow 1 in 4 employees or more to BYOD
or use software like Facebook/Twitter for work
purposes
62%
Gen Y are
frustrated by
comms
technology at
work
1 in 2
say if we all worked
20% fewer hours
we’d achieve just as
much
21%
use their own iPad
for work
Brands want control of data &
working practices
4%
I lost my
phone/laptop/tablet
which had work
documents/data on
56%
I worry about how careful
fellow employees are with
our organisations
confidential data
Use for personal
reasons at work
32% Facebook
22% LinkedIn
16% YouTube
16% Twitter
53%
of IT decision makers say
that employees wanting to
use their own devices
causes real problems
1:4
I should be more careful
with data protection

14. 14
Orgs expanding globally driven by UC
Which do you use regularly for work
reasons?
LinkedIn/LinkedIn Groups
Facebook
A blog
40%
35%
Twitter
25%
YouTube 27%
Video conferencing
at home 25%
13% UC would save time
1 in 10 organisations will expand internationally and are
motivated by UC
63%I am increasingly frustrated
with the technology
available to me at work
UC would make it easier to
open new or move offices
My working day would be
more productive if there
were better ways of
sharing information
52%
2 in 3
2:3
I'm out and about a lot, and
don't have access to all the
work systems that I want
I regularly check in on
work communications out
of normal working hours
52%I travel overseas for work 2-
4 times a year or more
85%
54%New features are a major
benefit of UC
74%
UC would make it easier
for me to work on the move
82%
Will have bigger IT budgets
next year
72%
2:3
Organisations
expanding
internationally…
Base: Organisations planning to expand internationally in the next 12-18 months
UC would save time
UC would make it easier to
open new or move offices

15. 15
Orgs moving or consolidating offices are UC pro
1 in 5 organisations will move or consolidate their office in the
next 12-18 months and are likely to consider UC
47%
Will have a
strategy to
encourage
remote /
teleworking
UC would
improve our
productivity
67%3 in 4
Cost benefits
are a major
benefit of UC
2:3
Organisations planning to move or consolidate offices…
Of main IT decision makers in organisations which are moving or
consolidating offices are considering implementing UC80%
Base: Organisations planning to move or consolidate offices in the next 12-18 months

16. 16
Video goes mainstream
As video is used more widely in everyday life, executives
value it in the workplace through UC
19%
Use webcam at work
15%
Using YouTube at work
for work purposes
1 in 2 It’s difficult to secure face to
face meetings with clients
62% video conferencing ensures
people don’t do other work during a call
38% it’s difficult to collaborate with
colleagues at other sites
84%
Switching a phone call to a
video call
80%
Video on smartphone
Demand for video at work…
Video at desktop
To see a product
being used
46%
To get instructions 43%
To get more
information
38%
To view adverts 33%
To see other
consumers reviews
24%
To resolve a problem 28%
YouTube instead of
Google to search new
products
17%
In consumer life, which
would you use video
content for?
76%
Telepresence
65%

17. 17
Despite growth, cost reduction still prioritised
When reducing total operating costs is a key objective
unified comms plays a significant role
a UC system would reduce our communication management costs67%
Business travel
Equipment maintenance costs
Mobile costs
Mobile
roaming
Office space
43%
36%
32%
28%
24%
Business priorities for reducing expenditure
Cost reduction programme
New technology
Better features
Organisational
change
New working
practices
61%
39%
33%
24%
20%
Base: IT Decision Makers
Which of the following would be likely to prompt
you to change your telephone system?

18. UC collaboration services in high demand
How useful would the following capabilities be?
82%Accessing network from personal devices
Phone to video calls
Video at your smart phone or tablet
Click to call
Video calls to multiple parties
Telepresence
Virtual ‘white boarding’ 80%
Voice to text
Softphone
81%
81%
80%
76%
76%
71%
65%
Cloud based file storage 82%
92%
Visual voicemail 83%
Desktop sharing
Voicemail
Unified messaging
Faster mobile connection
Record calls when I’m out of the office
Mobile access
Faster broadband at home
Access to corporate intranet from mobile devices
87%
86%
87%
86%
86%
84%
84%
83%
Video at your desktop 84%
Ability to automatically route calls over network
IT decision makers see the value in collaboration
tools
Note: Respondents - IT decision makers

19. 19
Cloud on the horizon
Cloud offers potential but concerns over security are significant...
Cloud systems would
result in fewer
employees in the IT
Department
40%
Computer crashed in the
last year
Would like cloud based
file storage so you can
access from any device
(IT Decision Makers)
82%
40%
Of IT Decision Makers are
unsure about the security of
cloud based systems for their
organisation
4%
45%
I lost my phone/
laptop/tablet which had
work documents/data on
13%Cloud based control
would prompt a change
of phone system
IT Decision Makers say cloud will one day be the prevalent means of
delivering voice and collaboration services57%
I worry about how careful
fellow employees are with
our organisations
confidential data
56%

20. Appendix

21. Co-creation,
collaboration &
innovation

22. 22
Work comms diversity sky rocketing
From a phone and PC to communications and collaboration
tool multiplicity, integrated with UC
Device Application Network
82%
don’t think all devices
(Desktop, laptop, tablet,
phone, etc) I use for work
are well integrated
I am increasingly trying to
do several things at once
e.g. email or text whilst on
the phone
66%
Note: Using once a month or more for work
Smartphone
tethered 7%
16%Mobile dongle
Wi-FI 37%
9%4G
have Wi-Fi available
on commute
19%
46% have good mobile
data on commute
Wired desktop phone 72%
Voicemail desktop 69%
Voicemail mobile 42%
Home phone 27%
Wireless desktop
phone
15%
Softphone
8%
Desktop - PC or Mac 77%
Laptop 70%
iPad 38%
Tablet 19%
10%
24%Android
Blackberry 31%
iPhone 30%
Other
smartphone
PhoneSmartphoneDesktopTablet
Slideshare.net, Prezzi.net or Wordle.net
4%
13%
7%
2%
21%
30%
15%
15%
LinkedIn/ LinkedIn groups
Facebook
Twitter
Youtube
An online community/ bulletin board
A blog
Other social networking site
Social media
IM
Presence
Web chat
25%
16%
6%
13%
19% Webcam
Video conf home
IM Video
20%
Outlook e-mail
Google e-mail, docs or drive
69%
E-mail

23. 23
The open-plan office model is changing into the ‘work on the go’
model – CEO’s like to maximise productivity
1in 4
I spend at least
10 hours a
week travelling
to meetings
Desk-free, work-on-the-go via UC
I like working in teams
62%
I spend far too much
time tied to my desk
54%
I get a lot of work done
out of office space such
as in cafes
Have access to a tablet
or smartphone
22%
2 in 3
Supporting ‘work-on-the-go’:
- 15°Facebook meeting rooms
- MMOC eg Khan Academy
- Wi-Fi ubiquity
- Natural voice language / No
touch interfaces eg Microsoft
Kinect
Different working
styles –
collaborators,
introverts, midnight
crammers, etc
Use hot desking
26%

24. Employee
engagement

25. UC enables executives to work collaboratively in the
way that suits personality and working styles
Productivity driven by personality
Working
styles
Introvert
- Reflector / Theorist
- Prefer to concentrate
My colleagues would NOT
describe me as an extrovert
35%
Don’t like working in teams
15%
Audit/Video
Conferences
E-mail
Call recordings
Messaging
Passive – interaction
record
My colleagues WOULD describe
me as an extrovert
37%
Extrovert
- Activist / Pragmatist
- Prefer to collaborate
I like working in teams
62%
IM
Phone
F2F
Social media
Text
Active – immediate
feedback

26. 26
I like to get instant feedback on my
ideas & suggestions from colleagues
Extroverts are on the move, prefer video, while introverts like a
good record of their messages: UC caters for all workers
Extroverts work differently from introverts
77%
I am out and about a lot, away from
office
Use regularly for work
purposes…
Extrovert Introvert
LinkedIn 42% 22%
YouTube 17% 15%
Twitter 17% 13%
Would like… Extrovert Introvert
Phone to video calls 88% 70%
Unified messaging 69% 74%
Voice to text messaging 65% 66%
Video on smartphone 52% 39%
Travel more than 10 hours a week for
meetings or appointments
57%
Get a lot of work done in places like
Café’s
I regularly check in on work
comms out of hours
NOT asked IT to re-configure desktop
PC in last year
When stay at home for personal
reasons use Annual Leave
IntrovertExtrovert
47% 26%
31% 14%
31% 14%
68% 53%
37% 56%
25% 35%

27. 27
Applying Big Data to employee productivity
UC provides data and tools to drive productivity across a
business which is effectively collaborating
- Storing all calls, IM,
conference call,
video interactions
- Time and date
stamped
66%
UC will provide better employee
productivity according to IT Decision
Makers
Storing Analysis
- Correlation behaviours
& productivity
- Individual performance
- Linked to performance
management
Employee
productivity
- Data to inform
performance
management
- League tables of
effectiveness
Compliance
- Recording of
interactions
- Easy tracking of
interactions
- Meet Governance,
regulatory or legal
issues

28. 28
Working at home
Have you ever worked at home for the following reasons? When you have to be home for personal reasons do you...?
Executives often need to work at home at short notice and UC
technology enables them to work productivity
Everyday life gets in the way of work
48%
39%
26%
9%
Couldn’t travel because of weather
Ill but well enough to work at home
30%Waiting for work or repair men
Waiting for a delivery
13%
Travel company
was on strike
Teachers on
strike
29%Medical appointment
37%
Work from home just
like you are in the office
29%
Take time out of my
annual leave
My boss allows
me to take a few
hours out, and
get back
whenever I can
23%
10% Do offline
activities
from home

29. Customer
experience

30. Which, if any, of the following activities do any employees in your
organisation do (IT decision makers)?
Customer experience improvement
Make and/or receive customer service
calls
Make and/or receive sales
calls
None of
these
74%
49%
Make collection
calls 21%
Have need to record calls 40%
Have need to retrieve
recorded calls 37%
12%
IT Decision Maker’s say
UC would improve our
customers’ experience
55%
UC enables customers to get the answer they need, fast and
easy
Try to find a head
office number to
bypass the call centre
Calls are more
complex
70%
Often I know more
about the problem
than the agent
86%Happy to be transferred
to someone trained to
answer complicated
questions
71%
86%94%
49%
2:3
If I don’t get the
answer, I call another
agent
Happy to be transferred
to someone trained to
answer complicated
questions
Want to E-mail same
agent as spoken to
93%
Organisations should
call me back when
they say they will
2 in 3Say they are often asked
to repeat my account
details on the same call
which is irritating

31. IT Decision Makers
response

32. 32
IT Decision Makers see value in a full range of collaboration
technologies, after UC technologies and uses are fully explained
Collaboration services in demand
78%
better comms
would make a big
difference to
success
However
43% say they
haven’t heard of
UC
Faster broadband
at home
Voice to
text
84%
81%
Desktop
sharing
92%
74%
Faster mobile
connection
86%
70%
Unified
messaging
87%
70%
Record
calls
86%
65%
Mobile
access
86%
70%
71%
66%
How useful would the following capabilities be to you?
IT decision maker
Non IT decision maker
Note: Respondents – IT Decision Makers & Business executives

33. 33
UC benefits clear
It would make it easier communicate
decisions
63%
It would save time 63%
It would make it easier for me to work
on the move
59%
It would make it easier for me to work
from home
56%
More collaboration 54%
Increased productivity 48%
It would help me work better in teams 42%
We could provide better service to our
clients and customers
42%
We have a Unified Communications
system in place
14%
Business Executives - How would UC benefit
your firm?
Both Business Executives and IT Executives see a range of
benefits for stakeholders
IT Decision Makers - What do you agree the benefits
of UC are to your organisation….
67%
Reduce ongoing communications
management cost
71%Enable remote and mobile working
66%Increased employee productivity
64%Easier to manage
61%IT department would look good
internally
59%Provide better service to clients and
customers
59%Easier to move or open offices
51%Enable us to grow our
business
To keep up with
competitors using UC 45%

34. 34
Working at home
Directors in our organisation
see the value in investing in IT
57% Compared to your IT budget today, do you
expect your budget over the next 12 months to
IT Decision Makers face big challenges but are supported by
Directors in implementing UC
IT Decision Makers’ challenges
cloud computing
solutions are not secure
enough for our
organisation
40%
of employees often
don't understand how
difficult it is to make our
IT work
68%
Increase by more than 20% 9%
Increase by up to 20% 31%
Remain the same 40%
Decrease by up to 20% 12%
Decrease by more than 20% 1%
Don't know 8%
of business executives
use an outsourced IT
department/helpdesk
24%
Have the following
work related incidents
happened to you in the
last year?
PC crashed during
an important piece
of work
Asked IT to
reconfigure
PC/phone
Not able to work
due to IT
maintenance
64%
51%
42%

35. 35
Businessnifcation of IT
Business executives are having more involvement in IT creating
another target market for BT and Avaya...
64%44%
Employees don’t
understand how hard it is
to make IT work effectively
Business Executives…. …IT Decision Makers
40%
Computer crashed in the
last year
On average less likely to
want to deploy UC than IT
Decision Makers
15%
56%More and more IT decisions are
being made by business managers
70%1 in 3
Still business executives
not allowed to use their
own devices for work
69%
Of IT Decision Makers
are considering
implementing UC
56%
Employees using their
own devices causes real
problems

36. 36
Of IT Decision Makers say that
they are concerned that new
technologies will not lead to
significant benefits
45%

37. Site, region & sector
analysis

38. A two speed nation?
The differences between London and the rest of the UK
Travel
I use public transport to
get to/from work 72% 34%
London UK
I travel overseas for
work 2-4 times a year 43% 29%
Business travel is the
top priority for reducing
spending
30% 43%
Current technology
Future technology
I regularly use Skype in
working hours for work
purposes
38% 21%
London UK
I would benefit from using collaboration tools
more often in work
62% 44%
London UK
Video at my desktop would be useful in my work 49% 59%
Phone to video calls would be useful in my work* 90% 80%
Video on my smartphone or tablet would be
useful in my work*
90% 76%
*IT decision maker
Virtual white boarding would be useful in my
work 92% 80%

39. 39
2-5 6-10 11-20 21-32 32 or more
I am increasingly frustrated with the technology available to me
at work
34 42 51 55 54
I travel overseas for work 2-4 times a year or more, on average 35 30 35 22 14
I regularly spend a night away from home for work reasons (at
least 4 times a year)
46 51 63 37 33
Use video conferencing at least once a month 21 22 29 28 25
Cloud computing solutions are not secure enough for our
organisation (IT Decision Maker)
34 31 44 42 63
More IT decisions are being made by Business managers (IT
Decision Maker)
52 52 60 50 75
Number of Sites
Differences by number of sites in the organisation
Organisations with more site have executives who are more
frustrated by technology but growing IT budgets
%

40. 40
Sector summary
• Most sectors expect growth – retail (78%), travel & hospitality (77%), financial
services (75%) in particular – in the next 12-18 months. However 1 in 4 local
government bodies will shrink with 35% expecting to lose staff and half being
restructured
• Financial services (13%) are least likely to be re-structured in the next 12-18 months
• The IT sector is most aware of the benefits of Unified Communications, with 35% of
employees having adopted home working practices
• NHS (68%) and travel & hospitality (69%) are most inclined to keep in contact with
work outside of normal hours, Local Government (50%) least likely. However local
government and retail staff are most likely to turn up for work despite weather or
travel difficulties
• Central government least likely to use UC (4%), but local government (56%) most
likely to want to move towards remote and teleworking practices
• Travel & hospitality (69%) say we will enable our employees to access applications
from their mobile devices so that they can be productive regardless of their location
• Retail (54%) and travel & hospitality (53%) will have increases in IT budget, while
only 20% of local government bodies will see an increase
• The NHS (77%) is the sector where ‘I worry about how careful fellow employees are
with our organisations confidential data’

41. 41
Thinking about the next 12-18 months, which, if any, of the
following do you think will apply to the organisation you work
for?
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Turnover will expand/ the business will grow 60 32 15 52 75 67 77 78
Turnover will shrink/ the business will shrink 10 11 27 10 8 10 5 2
The number of employees will significantly
increase
15 8 2 3 18 24 15 26
The number of employees will significantly fall 14 20 35 13 11 10 10 6
We will move or consolidate offices 17 21 27 10 17 15 15 11
The organisation will be part of a merger/
acquisition
9 5 10 3 10 17 17 6
The organisation will open more offices
internationally
9 3 2 0 8 17 17 15
The organisation is being restructured 26 37 48 35 13 20 20 24
The organisation will significantly change the
products/ services offered
9 9 19 6 8 11 11 7
Don’t know 12 21 15 13 8 14 14 9
%
Private sector expecting growth
In the public sector, restructuring likely to be on-going,
together with further staff cuts

42. 42
Which of the following would be likely to prompt you to
change/ upgrade your telephone system?
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Cost reduction programme 61 64 63 48 53 61 62 74
Availability of new technology 39 39 31 39 40 40 33 33
Availability of better features 33 24 25 32 36 40 31 35
Organisational change (office move, merger, new
international offices etc.)
24 29 23 35 20 26 15 17
Better business continuity capabilities (in the event
of snow, flu, etc.)
13 10 10 16 15 18 10 11
Cloud control, being able to manage remotely 13 14 8 6 13 18 13 6
Need to adopt new working practices (e.g.
Homeworking)
20 20 33 16 23 17 23 13
%
Cost reduction #1 driver for UC
But reducing cost less important to NHS, better features most
valued by the IT sector

43. 43
To what extent do you agree with each? Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
I often waste time trying to get hold of people
which delays decision making
53 59 54 58 59 55 59 44
I am increasingly frustrated with the technology
available to me at work
42 49 37 42 37 43 43 43
If we all worked 20% fewer hours we'd produce just
as much
50 50 53 51 46 54 52 48
I regularly check in on work communications out of
normal working hours
59 55 50 68 59 64 69 61
I worry about how careful fellow employees are
with our organisations confidential data
56 55 59 77 54 50 53 61
Cloud computing solutions are likely to reduce the
headcount we have in our IT division
45 47 20 31 54 56 52 42
%
Working behaviours by sectors
Travel and hospitality and NHS most likely to keep in contact
with work outside normal hours

44. 44
I was unexpectedly unable to get into work due to bad
weather/ travel issues (in the past 12 months)
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Twice or more 17 14 12 11 21 26 11 21
Once 26 29 24 28 24 21 39 18
Never 56 53 61 56 56 53 50 61
Don’t know 1 3 3 6 0 0 0 0
I regularly spend a night away from home for work reasons
(at least 4 times a year)
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Yes 46 38 8 39 45 63 54 48
%
%
IT sector most likely to travel for work
Local government and retail staff travel less for work, but have high
levels of work attendance when weather/travel issues occur

45. 45
What proportion of your staff work in the following ways? Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Interact directly with customers / clients? 49 54 55 65 40 44 59 53
Work flexibly? 39 49 49 35 36 37 39 38
Work from home (at least once a month)? 24 14 23 23 29 35 15 22
Works on the road 'road warrior'? 21 11 13 22 26 29 20 20
Use their own devices for work? 23 19 17 20 31 33 24 20
Use audio conferencing at least once a month? 29 19 21 29 40 40 16 22
Use video conferencing at least once a month? 23 16 17 20 30 30 13 20
Use free to use software such as MSN for IM and
Presence?
27 19 14 18 34 40 16 27
Current employee behaviours
Home working highest in IT sector, lowest in Government

46. 46
If a ‘Unified Communications’ system were in place in your
workplace, what would the benefits be to you and your
colleagues?
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Increased productivity 48 42 42 45 48 49 67 61
Do you have a ‘Unified Communications’ system in your
organisation?
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Yes 12 4 8 10 12 25 5 2
No - but we are actively considering implementing
one next year
9 5 6 10 10 16 5 7
No - but we would consider it in the next 1-3 years 33 37 29 42 24 35 38 37
No - and we would not consider it 11 13 6 19 12 1 21 15
Don’t know 35 40 50 19 42 23 31 39
%
%
UC on the horizon for most sectors
IT sector most likely to have a UC system in place, followed
by financial services
Note: Questions asked of business executives and IT decision makers

47. 47
In what ways do you expect your organisations workforce will
change in the next two years?
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
We will encourage more workers to employ remote
/ teleworking
42 43 56 35 46 50 26 30
We will encourage employees to increasingly come
into the office
23 16 19 10 23 28 15 39
We will enable our employees to access
applications from their mobile devices so that they
can be productive regardless of their location
48 46 42 52 44 52 69 39
We will employ more freelancers and contractors 12 20 6 6 9 9 15 11
%
Flexible working to be adopted by most sectors
Nearly 1 in 2 organisations will encourage remote and
teleworking going forward

48. 48
What are the top priorities for your organisation in terms of
reducing spend?
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
PSTN 13 12 0 23 18 16 10 16
Mobile costs 32 30 47 23 27 37 33 27
Mobile roaming costs 28 15 27 39 30 31 29 20
Business travel 43 45 40 39 39 42 24 54
Local call costs 8 6 14 0 9 2 19 12
International calls and data 8 3 14 0 3 2 20 19
Employees reclaiming communications expenses 9 6 7 15 3 7 14 12
Office/desk space 24 36 27 31 40 23 15 20
Equipment maintenance costs 36 50 26 31 36 40 39 24
Reducing costs is a top priority for all sectors
%
Cutting business travel, equipment maintenance and mobile
expenditure is most important

49. 49
Compared to today, do you expect your IT budget over the
next 12 months to…?
Total Govt.
Local
Govt.
NHS
Banking
/ f/s
IT
Travel
and
Hosp.
Retail
Increase by more than 20% 9 12 0 8 6 16 10 8
Increase by up to 20% 31 21 20 31 30 26 43 46
Remain the same 40 32 53 31 55 40 24 38
Decrease by up to 20% 12 32 13 8 3 12 10 0
Decrease by more than 20% 1 0 13 0 0 0 0 0
Don’t know 8 3 0 23 6 7 14 8
%
Travel & hospitality has largest budget increases
Retail and travel and hospitality most likely to see increases
in budgets