Employees at Kadlec Health Systems have made it clear that BYOD does not stand for "break your own device." Since the IT organization began supporting user-owned smartphones and tablets in place of BlackBerrys, CIO Dave Roach says reports of broken phones are far less frequent. "The damage I had in BlackBerrys seems to have dropped off with BYOD," he says. In particular, he says, "They don't seem to drop them in the toilet as much," a problem his staff encountered more often than it would have liked with company-owned BlackBerry devices. Users would bring in the device in a plastic bag, he says, and IT would swap it out for another unit.
With his 350 BlackBerry users, Kadlec is on the hook to provide a replacement. With the 200 users in the BYOD program, however, his team still hears back when users break or lose their phones. But IT's role is limited to helping get the replacement device, which the user must procure, back online with Kadlec's Good for Enterprise mobile device management software.
Now that users actually own their phones, they appear to be more careful about how they handle them. But that fear of having to deal with the problem if the phone breaks is also the primary reason why more of Kadlec's 550 users haven't turned in their BlackBerrys. "When a device is lost or stolen who are they going to call? And how will IT support those users when they have a critical business need? You need to address that question," he says. If it's the CEO's BYOD phone, the IT staff will scramble to find a spare BlackBerry. "But I'm not going to do that for 500 BYOD users. That's why more of them haven't switched to BYOD."