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© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
Next Generation Teleworker Program Cisco’s Internal Implementation
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2
Topics
Business Drivers, Goals, Requirements
Cisco’s Deployment / Food for Thought
Q&A
Supplemental Info
Solution Overview
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3
Before: Workers Traveled to Their Workplace
Now: Workers Choose Their Workplace
Today’s Reality: Distributed Workforce
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 4
Business Goals – Enhance the Virtual Environment
Virtual Worker
Address security concerns of remote working
Enforce security policy
Business Requirements
to Address
Virtual Workplace
Secure Virtual Workplace
Improve quality of life of workers Connect remote and
mobile employees Acquire / retain talent
from all geographies
Productivity and Collaboration
Reduce Carbon Footprint
Improve Cost Structure
Help ‘Go Green’ reduce commuting
Facilitate employee resiliency even during pandemic
Reduce real estate Eliminate dedicated line costs /
use local ISP Automate office rollouts Decrease cost of
commuting for workers
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5
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 6
Planning – Cisco Virtual Office Deployment
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
Planning: Cisco’s CVO Policies
Applicable Policies (HR/Legal/Safety)
Regulatory/International
Funding
Service Termination Process
Support
Training
Product Availability (Coordination with our own Manufacturing Team) All Policies Are Published
on Cisco’s Internal Website
Remote Access Policies
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8
Planning: Cisco’s CVO Practices
Approval – Manager only
ISP is employee responsibility
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, self-service installation
No House Calls!
Guidelines, FAQs and Support Content Published
on Cisco’s Internal Website
Remote Access Information
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9
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 10
Solution Overview
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11
Remote Site Cisco 800 series
Integrated Services Router
Cisco Unified IP Phone and Camera
Head-End Site Cisco 7200 series VPN
aggregation router
Cisco Security Manager
Cisco Secure ACS
Configuration Engine
Services Planning, design, and
implementation
Remote management
Security optimization
Service Account Management
Cisco Virtual Office: Components
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
VPN Head-End Router
Cisco 8XX Router
Broadband Internet
Corporate Network
IP Phone
User Experience and Productivity
Consistent User Experience From the Office to the Home
Overview Cisco Virtual Office
Cost Savings
Corporate Phone With 8-Digit Dial, Avoid PSTN and Mobile Costs, Travel/Commute Time
Services
24x5 Support, Voice Services, Video Services, Seamless Wireless Experience
Management
Zero-Touch Provisioning for CVO and IPT, Central Policy and Audit Management Using CSM and CE
Network Integrationand Security
DMVPN, PKI, QoS, Cisco IOS®, IDS, Authentication
Data
Wireless
Voice
Video
Encrypted VPN Tunnel
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13
CVO Infrastructure – Max Connections
Sydney 600
Tokyo 600
San Jose 8,000
Amsterdam 6,000
Singapore 600
Boxborough 4,000
RTP 8,000
Hong Kong 600Richardson
6,000
Tel Aviv 600
26,000 concurrent connections
7,200 concurrent connections
18,400 concurrent connections
Bangalore 8,000
Shanghai 8,000
Johannesburg 2,000
CVO51,200 total connection capacity
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14
From a Program to a Service Model –
Cisco’s CVO Deployment
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15
Flexible Architecture on a Highly Secure Network Platform
Cisco’s Teleworker Approach
Scalable, Service-Oriented Model
TCO and Capacity Management
Service and Cost Optimization
Client Experience
Produ
ctivit
y
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16
Service Offerings
User’s VPN Services
CVO Basic
CVO Wireless
CVO Voice
CVO Video
VPN Anywhere
Monthly Total
$xx
$0
$0
$0
$xx
$xx
Service Ordering Tool
CVO Basic
CVO Wireless
CVO Voice
CVO Video
Account Requests
VPN Anywhere
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17
Cisco’s Deployment History
CVO Next Generation Adoption History2,
013
3,14
7
3,98
9
4,95
2
5,88
1
7,00
9
8,12
2
9,17
9
10,2
27
10,9
77
11,6
51
12,4
42
13,2
06
13,8
65
14,4
28
14,8
81
15,3
02
15,6
77
16,0
58
16,1
56
16,3
74
16,3
90
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
2007
-09
2007
-10
2007
-11
2007
-12
2008
-01
2008
-02
2008
-03
2008
-04
2008
-05
2008
-06
2008
-07
2008
-08
2008
-09
2008
-10
2008
-11
2008
-12
2009
-01
2009
-02
2009
-03
2009
-04
2009
-05
2009
-06
Acc
ou
nts
Total CVO Requests
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18
Cisco’s Deployment
FY09 Q3 Client Distribution
68%
17%
9%
4%
2%
US & Canada Europe A/Pac Emerging Japan
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19
CVO Results
The Client Experience
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20
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
Client: The Cisco Virtual Office Experience
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21
Executive Summary … Employee ViewTelecommuting Benefits
Better quality of life
Reduced commuting time
Flexible work schedule
Higher productivity
Telecommuting Barriers/Negatives
Less visibility with manager
Decreased work/life balance
Feelings of social isolation/disconnect from co-workers
Longer work hours
5.33
4.24
Working Alone
3.072.40SW VPN
2.822.69CVO
With Someone In-Person
With Someone Remote
2.241.25SW VPN
3.312.66CVO
PreferredActual
Days Worked @ Home
5.93
5.92
Working Alone
2.59SW VPN
3.72CVO
With Someone Remote
Working exclusively at home office … Working exclusively at Cisco office …
39.055.9SW VPN
35.959.3CVO
PersonalTime
Work Time
Utilization of Reduced Commuting Minutes
Jerry “The Telecommuter” says …
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22
CVO Request Tool Product Ordering Router Set Up & Config
Service Experience
Employee Productivity
FY07 FY09
CSAT 3.37 4.20
FY07 FY09
CSAT 2.09 4.36
FY07 FY09
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
Per work week FY07 FY09
Days work @ home 2 3.4
Reduced commute hours 2.75 2.81
Total Productivity Gain 27% 29%
FY07 FY09
Rated “Fair” to “Easy” 60+min 38 min
Client Experience
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 23
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”
Creating value with innovation and execution
Delivering seamless Unified Communications to employee home office
CVO/ECT Receives CIO 100 Award (2008)
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 24
Telecommuting Considerations
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25
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
Cisco Virtual Office Use Cases
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 26
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 27
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 28
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 29
Cisco Virtual OfficeRedefining 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 30
Executive Summary … Cisco Green
Commute Type % Utilization Distance(miles roundtrip)
GhG Emissions (kg CO2e/roundtrip)
Automobile 76.1% 25.3 10.99
Motorcycle 4.9% 11.6 1.97
Train
20.3%
25.1 4.09
Subway 12.7 2.15
City bus 9.8 2.94
Walk, run, bike 5.7% 9.2 0
Winter Temperature
Summer Temperature
Average Manual Temperature Change
GhG Increase Due to Telecommuting (kg CO2e/employee/year)
Heating 69.4° --° 7.41°124.3kg
Cooling --° 73.2° 8.86°
Net GhG Effect of Telecommuting:
47,320 metric tons CO2e saved yearly
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31
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)
67%63%
61%
79%
86%
47% 48% 47%
59%
75%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Better morale Better employeeretention/recruiting
Better operationalcontinuity (no
disruption of work fromoutside effects)
Higher productivity Better quality of life
CVO
SWVPN
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32
Negative Aspects of Working at Home (1 of 3)
33%
46%
18%
11%
1%
41% 41%
12%
18%
4%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Less visibility w/ mgr Decreased work/lifebalance
Fewer dev opptys No supportstatt/colleague help
Lower productivity
CVO
SWVPN
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 33
Barriers to Telecommuting (1 of 2)
4%
14%
29%
13%
23%
12%
23%
32%
16%
32%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
VPN technology orsecurity
issues/limitations
Home broadbandconnection
issues/limitations
My workresponsibilities require
me to be at a Ciscooffice
Managementresistance to
telecommuting
Work team dynamicspromote working in the
Cisco office
CVO
SWVPN
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 34
Cisco Virtual Office – Extending the Corporate LANEnhancing Business Productivity by Bringing Office-Caliber Resources to Remote Employees
Unified CommunicationsSecurity
Mobility Management
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 35
Automating Delivery with Zero Touch
End user requests Cisco Virtual Office service; gets approval
User profile loaded on AAA, DNS, and ManageExpress (phone no., Cisco Unified Communications Manager cluster, ...)
Provisioning (ManageExpress) generates user configuration and stages deployment job in Cisco Configuration Engine (CE)
CE waits for end-user router to call home
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
SDP server authenticates router and user through AAA
SDP server obtains bootstrap configuration from CSM and sends it to Cisco Virtual Office router
Cisco Virtual Office router is now able to build IPSec tunnels to data VPN gateways
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 ConfidentialPresentation_ID 35
1 2 3
4 5NOC
6HQ
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36
Cisco Green: CVO Making a Difference
Carbon footprint and US reforestation metrics derived from data published by Carbonfund.org and Volkswagon of America.
112,617,750 miles avoided annually 54,500 tons CO2 reduction annually $302,000 reduction in reforestation
FY09 Projections … 20K active users
Current ECT Users … 10K active users 51,135,500 commuting miles avoided annually 25,100 tons CO2 emissions reduced annually $115k reduction in reforestation projects to offset
carbon footprint
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 37
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 38
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 40
What Is Your Most Pressing Challenge Associated With Teleworking Employees?
Teleworking Inhibitors
Percentage of Respondents
Source: CDW-G 2008 Telework Report
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Knowledge Management
Tech Refresh
Enabling COOP
Enabling Collaboration
Other
Hardware and Software
IT/Help/Desk Productivity
Service and Support
Teleworker Productivity
IT Security
Federal Private
Federal IT Executives 2008: 42% 2007: 41% 2006: 41% 2005: 39%
Private Sector
IT Executives 2008: 27% 2007: 35%
IT Security Remains the Top Telework Concern
© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 41
Business RequirementsExtending a Secure Environment
Requirements TechnologiesDrivers
Compliance
Threat Management
Policy and Control
Encryption
Malware and Spyware Prevention
Enforcement and Accountability
Dynamic multipoint VPN
Integrated firewall
Split tunneling
Content filtering
Authentication
Policy configuration