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awards2009Smartphone/Mobile Enterprise Device (Joint Winner)Apple iPhoneThe iPhone comes to Hong KongThe Apple device leverages apps from Microsoft and Cisco in its ongoingcampaign to penetrate Hong Kong enterprises By Stefan HammondLast summer’s iPhonelaunch in Hong Kong wasnot only one of the more celebratedproduct launches of2008, but also featured thefirst legally activated iPhone ingreater China. Apple partneredwith 3—the mobile operationof Hutchison Telecom HongKong Holdings Limited—to offer the iPhone3G, and would-be iPhoners lined up aroundthe block at Tsimshatsui’s Ocean Terminal.The iPhone 3G’s improvements over theoriginal model include 3G networking andbuilt-in GPS for expanded location based mobileservices. But perhaps more important tousers: the new iPhone 2.0 software includessupport for Microsoft Exchange ActiveSyncand runs third-party applications built with theiPhone SDK (software developer kit). At presstime, Apple’s Web site claims over 35,000apps are available at their iTunes App Store—including apps that leverage weather from theHong Kong Observatory, are exceptionallyuseful for Hong Kongers on-the-go.“The cooperation forged between Apple andHutchison Telecom Hong Kong takes mobilecommunications development in Hong Kongto the next level,” said Amy Lung, COO, Mo-Apple’s iPhone,spotted in MTRcarriages dailybile, Hutchison Telecom. “Not only does itarouse citizens’ awareness of the beauty of themobile Internet, it also greatly facilitates theuse of mobile data services in Hong Kong.”Enterprise connectionsApple’s Web site says that the iPhone “connectsto Microsoft Exchange right out of thebox. It supports Cisco IPSec VPN and WPA2Enterprise with 802.1X authentication. And itmakes quick work of configuration and enterprise-widedeployment.”“If your office uses Microsoft ExchangeServer 2003 or 2007,” said Apple, “iPhone 2.0software allows you to wirelessly push companyemail, calendar events, and contacts tothe iPhone over a 128-bit encrypted SSL connection.With secure push email and overthe-aircontacts and calendar features, userscan stay up to date wherever they go.”Security of individual devices can be handledremotely in enterprise environments.“IT administrators can securely manage anyiPhone that contains confidential companyinformation using remote wipe and enforcedsecurity and password policies,” said Apple.According to Apple, iPhone 2.0 softwaresupports Cisco IPSec VPN “to ensure thehighest level of IP-based encryption for transmissionof sensitive company information.Employees can authenticate via password,two-factor token, or digital certificate.” Thedevice “also supports WPA2 Enterprise with802.1X authentication—the standard for Wi-Fi network protection.”“Corporate passcode policies and settingscan be set via Configuration Profiles createdand distributed by your IT administrator,”said Apple. “In addition, Configuration Profilescan be used to remotely configure yourcompany’s VPN, email, and wireless networksettings, making each iPhone secure andready for business.”User satisfactionA November 2008 study by US-based researchfirm JD Power and Associates ranked the iPhonehighest in overall customer satisfaction amongbusiness wireless smartphone users.The study measures business customersatisfaction with wireless smartphones—defined as mobile phones offering advancedcapabilities and personal computer-likefunctionality—such as a BlackBerry or Treo.Overall satisfaction is measured across fivekey factors: ease of operation (27%); operatingsystem (24%); physical design (21%); handsetfeatures (18%); and battery aspects (10%).In the 2008 study, Apple ranks highest inoverall smartphone customer satisfaction witha score of 778 on a 1,000-point scale, performingparticularly well in the ease of operation,physical design and handset feature factors.BlackBerry manufacturer RIM (703) and Samsung(701) follow Apple in the rankings.“With the introduction of the iPhone in2007, Apple has clearly differentiated itselffrom the competition in areas that are mostimportant to business smartphone users,”said Kirk Parsons, senior director of wirelessservices for JD Power. “By making basic applicationsand features easy to use and providingfunctionality in a thin, lightweight device,Apple has performed well in exceeding customerexpectations.” 344 Computerworld Hong Kong June 2009 www.cw.com.hk