IBM Exec: Mobile Technology Skills Key For Solution Providers

IBM Global Services

"Over a short period of time this will be absolutely essential, there is no doubt in my mind," Dean Douglas, general manager for wireless e-business services, Americas, at IBM Global Services, said in an interview Tuesday with CRN following his Comdex keynote here.

Those still waiting for wireless to take off in the United States are missing the signs, he said, because "wireless is already here." To illustrate, Douglas said IBM has undertaken more than 1,000 wireless engagements for clients over the past 18 months, 40 percent in the United States. Engagements this year will double 2001 numbers, he added.

Cahners In-Stat Tuesday released projections that draw similar conclusions. The research firm expects the number of business wireless data users to grow from 6.6 million last year to more than 39 million in 2006. Business users, from SMB to the enterprise, will drive wireless data services throughout this time frame, the report said.

Analysts had higher hopes for growth last year but events of Sept. 11 dampened enterprise adoption of wireless data services, the study added. The market is picking up this year, but it is expected to increase more dramatically in 2003.

Douglas' projections for the future paint a picture of the continued evolution of wireless integration services, from more sophisticated mobile ERP rollouts to wearable computers deployed on field-force workers.

He showed off one voice-activated wearable computer from Xybernaut, Fairfax, Va. The device, which includes a clip-on computer that can be attached to a belt and a headset with a small screen, allows users to check diagnostics, ask questions or look up an error code without walking away from their remote work area. "We've got lots of interest in our client base for this, especially from utilities, manufacturers and other service fleets," said Douglas.

But Douglas added that mobile technologies can be deployed at the chip level as well. In a test with Shell Oil, Houston, IBM Global Services is retrofitting 10 convenience stations with computer chips that will monitor activities and send wireless notifications when problems arise. Fuel pumps, air conditioning systems, car washes and storefronts all will get electronic sensors, Douglas said.

Shell will monitor how effectively the electronic system can notify the fuel depot if a tank is low or maintenance if an air conditioning system is on the fritz during the test period. The company should make a decision about full-scale deployment by the second quarter.

Douglas said return on investment for this project will be clear. Shell stations are run by employees that turn over as often as 10 times per year, making it difficult to train and enforce procedures. The electronic sensors are aimed at enhancing the human work- force.

"If Shell wants to operate [more efficiently, they need to find a better way to manage the operation," Douglas said.

Helping companies like Shell improve operations also means solution providers will need to shy away from "off-the-shelf solutions," Douglas added.

"Most wireless deployments will require significantly more understanding of the business process, in order to derive real benefits," he said.

Cahners In-Stat pointed to a few additional problem areas for solution providers. In a recent IT survey, the research firm found companies are still leery about geographic coverage, the reliability of connections and security.