Next Generation Teleworker Program Ciscos Internal Implementation 2008

Next Generation Teleworker Program Cisco’s Internal Implementation © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1

Topics Business Drivers, Goals, Requirements Solution Overview Cisco’s Deployment / Food for Thought Q&A Supplemental Info © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2

Today’s Reality: Distributed Workforce Before: Workers Traveled to Their Workplace § § § Now: Workers Choose Their Workplace Cisco has 70, 000+ registered teleworkers/day extenders 28% work in a distributed team; 23% are on the road 63% percent of managers manage 1+ person remotely 40% of Cisco employees do not work in the same city as their manager Over 70% work from home at least one day a week © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3

Business Goals – Enhance the Virtual Environment Virtual Worker Secure Virtual Workplace Reduce Carbon Footprint § Address security concerns of remote working § Enforce security policy Productivity and Collaboration § Help ‘Go Green’ reduce commuting § Facilitate employee resiliency even during pandemic Business Requirements to Address § Improve quality of life of workers § Connect remote and mobile employees § Acquire / retain talent from all geographies Improve Cost Structure § Reduce real estate § Eliminate dedicated line costs / use local ISP § Automate office rollouts § Decrease cost of commuting for workers Virtual Workplace © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4

A Teleworker Service Must Provide…. For the End User § Reliability § Improved productivity § Ease of use § Flexibility for work-life balance § Seamless experience For Businesses and IT § Security § Ease of management § Continuity of operations § Cost savings § Talent attraction and retention © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5

Planning – Cisco Virtual Office Deployment © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6

Planning: Cisco’s CVO Policies § Applicable Policies (HR/Legal/Safety) Remote Access Policies § Regulatory/International § Funding § Service Termination Process § Support § Training § Product Availability (Coordination with our own Manufacturing Team) © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential All Policies Are Published on Cisco’s Internal Website 7

Planning: Cisco’s CVO Practices § Approval – Manager only § ISP is employee responsibility Remote Access Information § Connection must meet minimum speeds and quality criteria § Service is charged back to client’s department § No support for non-Cisco home network § A few site-specific restrictions § User initiates the request, selfservice installation Guidelines, FAQs and Support Content Published on Cisco’s Internal Website § No House Calls! © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8

Deployment Logistics § Strategy: If we build it, the Business will come… § Business Continuity: Factored into the Infrastructure § Scale/Breadth – Global (75 countries) – Adds complexity: Regulatory and Import restrictions are built into the request process – Expandable architecture § Request/Approval process is automated – Adds development time but sets stage for charge-backs and recordkeeping – We capture additional data such as ISP and sub-services § Hardware Fulfillment IT Provided – Highly standardized (saves support $) and client frustration – Point of contact for delivery issues § Three Tiered Support Model © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9

Solution Overview © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10

Cisco Virtual Office: Components Remote Site § § Cisco 800 series Integrated Services Router Cisco Unified IP Phone and Camera © 2008 Cisco Systems, Inc. All rights reserved. Head-End Site Services § Cisco 7200 series VPN aggregation router § Planning, design, and implementation § Cisco Security Manager § Remote management § Cisco Secure ACS § Security optimization § Configuration Engine § Service Account Management Cisco Confidential 11

Overview Cisco Virtual Office User Experience and Productivity Consistent User Experience From the Office to the Home IP Phone Cost Savings Corporate Phone With 8 -Digit Dial, Avoid PSTN and Mobile Costs, Travel/Commute Time Cisco 8 XX Router Data Broadband Wireless Internet VPN Head-End Router Corporate Network Encrypted VPN Tunnel Voice Video Services 24 x 5 Support, Voice Services, Video Services, Seamless Wireless Experience © 2008 Cisco Systems, Inc. All rights reserved. Management Zero-Touch Provisioning for CVO and IPT, Central Policy and Audit Management Using CSM and CE Cisco Confidential Network Integration and Security DMVPN, PKI, Qo. S, Cisco IOS®, IDS, Authentication 12

CVO Infrastructure – Max Connections Amsterdam 6, 000 Boxborough 4, 000 Tokyo 600 San Jose 8, 000 Shanghai 8, 000 RTP 8, 000 Tel Aviv 600 Richardson 6, 000 Hong Kong 600 Bangalore 8, 000 7, 200 concurrent connections 26, 000 concurrent connections Singapore 600 18, 400 concurrent connections Johannesburg 2, 000 Sydney 600 CVO 51, 200 total connection capacity © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13

From a Program to a Service Model – Cisco’s CVO Deployment © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14

Cisco’s Teleworker Approach Service and Cost Optimization Pr od u ct iv ity Client Experience TCO and Capacity Management Scalable, Service-Oriented Model Flexible Architecture on a Highly Secure Network Platform © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15

Service Offerings Service Ordering Tool User’s VPN Services ü CVO Basic ü CVO Wireless $0 ü CVO Voice $0 ü CVO Video $0 Account Requests ü VPN Anywhere © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential $xx VPN Anywhere $xx Monthly Total $xx 16

Cisco’s Deployment History © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17

Cisco’s Deployment © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18

CVO Results The Client Experience © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19

Client: The Cisco Virtual Office Experience § Single phone line with integrated video – just like in an office § Corporate wireless network – just like in an office § Same application and resource access as in an office © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20

Executive Summary … Employee View Telecommuting Benefits Telecommuting Barriers/Negatives § Better quality of life § Less visibility with manager § Reduced commuting time § Decreased work/life balance § Flexible work schedule § Feelings of social isolation/disconnect from co-workers § Higher productivity § Longer work hours Utilization of Reduced Commuting Minutes Days Worked @ Home Actual Preferred CVO 2. 66 3. 31 SW VPN 1. 25 2. 24 CVO Jerry “The Telecommuter” says … Working exclusively at home office … Working Alone SW VPN Work Time 59. 3 Personal Time 35. 9 55. 9 39. 0 Working exclusively at Cisco office … With Someone Remote Working Alone With Someone Remote With Someone In-Person CVO 5. 92 3. 72 CVO 4. 24 2. 69 2. 82 SW VPN 5. 93 2. 59 SW VPN 5. 33 2. 40 3. 07 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21

Client Experience CVO Request Tool Product Ordering FY 07 FY 09 CSAT 3. 37 4. 20 CSAT FY 07 FY 09 2. 09 4. 36 Router Set Up & Config FY 07 FY 09 Rated “Fair” to “Easy” 60+min 38 min Employee Productivity Per work week Days work @ home FY 07 FY 09 2 3. 4 Reduced commute hours 2. 75 2. 81 Total Productivity Gain 27% 29% © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential Service Experience FY 07 FY 09 CVO CSAT 4. 14 4. 66 WLAN CSAT n/a 4. 48 IPT CSAT 4. 0 4. 39 IPC CSAT 3. 4 3. 91 Video n/a 4. 01 22

Business Impact and Innovation Leader Cisco Ranked #6 in Fortune’s Best Places to Work (2008) § Cisco ranked #1 in telecommuting § Fortune’s study reveals…“ 70% of Cisco employees work at least 20% of their work week at home” CVO/ECT Receives CIO 100 Award (2008) § Creating value with innovation and execution § Delivering seamless Unified Communications to employee home office © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 23

Telecommuting Considerations © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 24

Cisco Virtual Office Use Cases Home Office User § Part/full-time telecommuter § Shared connection Small Branch Office § Fixed location § More than one user Call Center § Fixed or home office § Convenient services © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25

Program Considerations Policies First! § § § Will the service map to job families? Annual renewal? Termination process? Management / HR / Employee Dynamic § Training, rethinking performance evaluations Scale/Breadth – Scope Matters! § Learn about regulatory and Import issues Request/Approval Process? § Recommend automation and robust data capture Service Levels § Cisco uses the “Zero-Touch” approach, we don’t dispatch technicians to client sites. If you go this route, train your helpdesk well…. Hardware Fulfillment? Spares? § § Leverage a Cisco Partner; central depot; other models Once clients become dependent on the service, rapid recovery is important © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 26

More Deployment Considerations Are Your Collaboration Up to the Challenge? Fielding Questions / Client Education: § Probably the most complex service we broadly offer § We provide a free-form email Q&A option, resolves a lot of questions and misconceptions up-front Troubleshooting: § Because the Internet and ISPs are at the center of the service, give thought to troubleshooting guides that help isolate issues. § Voice quality issues have been particularly challenging due to their transitory nature – develop quality parameters for ISPs Charge-backs § Great to have a source of funds for service expansion, but the overhead is not trivial Meter Your Deployment § Give thought to pacing your rollout, conduct a large scale pilot to see what you are in for. © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 27

© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 28

Cisco Virtual Office Redefining the Future of Work § Empowers the workforce with secure, office-caliber data, voice, video, and wireless § Keeps businesses agile § Offers flexibility and productivity § Promotes Green best practices § Most organizations see remote workers as more productive than office-based counterparts, and communications technologies as positive contributors to this productivity* *Gartner Group, November 2007 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 29

Executive Summary … Cisco Green Winter Temperature Summer Temperature Average Manual Temperature Change Heating 69. 4° --° 7. 41° Cooling --° 73. 2° 8. 86° Gh. G Increase Due to Telecommuting (kg CO 2 e/employee/year) 124. 3 kg Net Gh. G Effect of Telecommuting: 47, 320 metric tons CO 2 e saved yearly Commute Type % Utilization Distance (miles roundtrip) Gh. G Emissions (kg CO 2 e/roundtrip) Automobile 76. 1% 25. 3 10. 99 Motorcycle 4. 9% 11. 6 1. 97 25. 1 4. 09 12. 7 2. 15 9. 8 2. 94 9. 2 0 Train Subway 20. 3% City bus Walk, run, bike © 2008 Cisco Systems, Inc. All rights reserved. 5. 7% Cisco Confidential 30

Benefits of Working at Home (1 of 3) What do you feel are the positive benefits that you and Cisco have realized from telecommuting? (Select all that apply; % of respondents) © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31

Negative Aspects of Working at Home (1 of 3) What do you feel are the negative aspects that you have experienced from telecommuting? (Select all that apply; % of respondents) © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32

Barriers to Telecommuting (1 of 2) What are the major barriers, if any, that keep you from telecommuting as often as you would like? (Select all that apply; % of respondents) © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33

Cisco Virtual Office – Extending the Corporate LAN Enhancing Business Productivity by Bringing Office-Caliber Resources to Remote Employees Unified Communications Security Management Mobility © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34

Automating Delivery with Zero Touch 1 2 § End user requests Cisco Virtual Office service; gets approval § User profile loaded on AAA, DNS, and Manage. Express (phone no. , Cisco Unified Communications Manager cluster, . . . ) 3 § Provisioning (Manage. Express) generates user configuration and stages deployment job in Cisco Configuration Engine (CE) § CE waits for end-user router to call home 4 5 6 NOC § SDP server authenticates router and user through AAA § SDP server obtains bootstrap configuration from CSM and sends it to Cisco Virtual Office router Presentation_ID § Cisco Virtual Office router builds IPSec tunnel to management gateway, gains access to CE § CE pushes full configuration, including certificate, to Cisco Virtual Office router © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential § Router and phone shipped to end user with factory defaults § End user opens shipment and completes simple setup: plug in Cisco Virtual Office router and phone, type the SDP server URL HQ § Cisco Virtual Office router is now able to build IPSec tunnels to data VPN gateways 35

Cisco Green: CVO Making a Difference Current ECT Users … 10 K active users § 51, 135, 500 commuting miles avoided annually § 25, 100 tons CO 2 emissions reduced annually § $115 k reduction in reforestation projects to offset carbon footprint FY 09 Projections … 20 K active users § 112, 617, 750 miles avoided annually § 54, 500 tons CO 2 reduction annually § $302, 000 reduction in reforestation Carbon footprint and US reforestation metrics derived from data published by Carbonfund. org and Volkswagon of America. © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36

© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 37

© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 38

Teleworking Inhibitors What Is Your Most Pressing Challenge Associated With Teleworking Employees? IT Security Remains the Top Telework Concern Federal IT Executives Private Sector IT Executives § § § 2008: 27% § 2007: 35% 2008: 42% 2007: 41% 2006: 41% 2005: 39% Percentage of Respondents Source: CDW-G 2008 Telework Report © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 40

Business Requirements Extending a Secure Environment Drivers Requirements Technologies Encryption § Dynamic multipoint VPN § Integrated firewall Compliance Malware and Spyware Prevention Threat Management § Split tunneling § Content filtering § Authentication Enforcement and Accountability § Policy configuration Policy and Control © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 41