Introducing BYOD in an organisation: The risk and customer services viewpoints. Paper presented at the 1st Namibia Customer Service Awards & Conference, 2014.
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With the recent technology advances and the rapid adoption of tablet computers and smartphones, it has become increasingly common for employees to use their own personal devices to perform various tasks in their work-place. This phenomenon is better known as Bring Your Own Device (BYOD). This new concept is seen as twofold: as not that simple to handle and, at the same time, many organisations are quickly adopting BYOD as it has been shown that it offers many positive effects such as increased job satisfaction, employee morale, better productivity and consumer services. However, permitting employees to utilise their own device of preference in the work-place also brings some risks often associated with the loss of control over organisational data. Hence, this study set to determine and assess the risk of introducing BYOD in an ICT organisation. The Case Study approach elicited that the secure use of the BYOD requires the introduction of mixed measures: technical (e.g. Mobile Device Management - MDM) and non-technical (e.g. ICT or BYOD security policies). This study also explored the customer services view related to the BYOD initiative and suggests that use of this initiative can leverage services. The contribution of this study, aimed at practitioners and academics, is seen as threefold as it can help organisations to successfully manage the introduction of BYOD for employees and customers satisfaction, create and implement appropriate policies and also assist the individuals to learn about the risks related to the use of BYOD in an organisation.