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The City of New Orleans

Mayor Mitchell J. Landrieu

Frequently Asked Questions

Overview

What is Mobile Device Management (MDM) software?
What does “individual-” and “corporate-liable” mean?
Where do I find the CAO Policies most relevant to the BYOD program?
How will the rules be enforced?
How does the policy apply to vendors and non-employees who connect to the guest network?

Registration Process

How do I register my device with ITI?
How will installation of software occur on devices?
Do I need to buy a specific phone or use a specific provider? Do I need any specific software?
What happens if I do not want to register my personal device?

Use of MDM for Personal Devices

Are there any restrictions on using my device?
Am I free to upgrade the software on my device?
Are there restrictions on which applications I may use on my device?
What City data or systems can I accessed from my device?
Which job functions are allowed or prohibited on my device?
What if my device is used by a family member?
What if I want to replace or sell my device?
Can I use the camera to take photos and record video, when and where?

Technical Support

Who provides technical support?
What happens if I lose my device?
Can I request a remote wipe if I lose my device?

Privacy and Legal Concerns

Will the City read my personal data?
What will happen to my device during a legal investigation?
How are text messages treated when satisfying a Public Records Requests?

Financial Concerns

Who pays for plan overages or roaming charges?
Who covers costs in the event of loss or damage?
How would I be compensated if my device were held for legal reasons?
Will employees be able to write off cell phone expenses on their taxes if they sign up for BYOD?
Will I be paid overtime if I access company systems on my own time?

Termination Process

What happens if I leave the company?


Overview

What is Mobile Device Management (MDM) software?

Mobile Device Management software is software that runs on your device to create a separation between your personal information and your work information. It also allows the City to selectively wipe the City portion of your device if it is ever lost, stolen or you leave the organization. You may request a full wipe at any time or visit the self-help portal to perform the wipe yourself.

What does “individual-” and “corporate-liable” mean?

“Individual-liable” is an account that belongs to, is billed to and is paid for by an individual. “Corporate-liable” is any account that belongs to, is billed to and is paid for by the City.

Where do I find the CAO Policies most relevant to the BYOD program?

All CAO Policies can be found at http://nola.gov/chief-administrative-office/policies/. Some of the more pertinent policies might be No.’s 60, 83 and 109.

How will the rules be enforced?

Guidance for determining who receives a City-owned device and the rules of behavior for City-owned and personal devices that are registered in this program will be defined through CAO policy, including but not to be limited to CAO Policy No. 60, Wireless Communication Device Policy, No. 83, Standards of Behavior and No. 109, Regulations Pertaining to Assignment, Usage and Care and Return of City Property. Your department determines the appropriate assignment of resources within the department.

How does the policy apply to vendors and non-employees who connect to the guest network?

The policy would not apply to vendors and non-employees.  Vendors would have to connect to VPN for any additional resources required.

Registration Process

How do I register my device with ITI?

Registration begins at the City’s MDM website, http://www.nola.gov/mobile-devices. Employees are reminded that both City-owned and personal devices should only be registered for the purposes of conducting official City business.   In most cases, once the web form is submitted, a link to the MDM will be sent via text message to your phone within one business day. Installation proceeds as with many common smartphone apps but ITI is available to help if you run into problems. You will also be asked to accept the City-Provided Wireless Communication Device User Acknowledgment and Agreement as part of the installation process. If you are registering a personal device, you will also be asked to accept the Bring Your Own Device User Acknowledgement and Agreement. Installation cannot complete without acceptance of the appropiate policy. City-owned devices have priority in the registration process and requests will be queued and approved based on the availability of MDM license. ITI will reevaluate licensing levels on a quarterly basis. More information is available at the website, http://www.nola.gov/mobile-devices.

How will installation of software occur on devices?

Required software is pushed to your device using the Mobile Device Management software installed on your device. Depending on your device, the Mobile Device Management software can be downloaded from your device’s “App Store” or downloaded through a link provided by ITI. Some software will be made available on demand through the City’s “App Store,” which can be accessed on your device through the MDM.

Do I need to buy a specific phone or use a specific provider? Do I need any specific software?

For personal phones, you are free to choose whichever provider you like. ITI provides any needed software and maintains a list of devices supported by the MDM. This list is available here and updated quarterly. Please check with ITI before making purchases if you wish to register your device.

What happens if I do not want to register my personal device?

The BYOD program is voluntary.  Registering your device will allow you access to certain City applications as well as City email through Exchange.  If you decide not to register, you will still be able to access City email via a web browser through webmail. Webmail can be accessed at https://mail.nola.gov.

Use of MDM for Personal Devices

Are there any restrictions on using my device?

Most activities are still allowed with your personal device. Please see CAO Policy No. 60, Wireless Communication Device Policy, for more on activities that are not allowed. Most restrictions involve modifying the device to circumvent security measures. All applicable policy memoranda related to employee behavior also apply.

Am I free to upgrade the software on my device?

Yes, as long as the upgrade is still within the range of supported platforms. Upgrading to an unsupported platform would mean that you would no longer have access to City data resources through your device.

Are there restrictions on which applications I may use on my device?

Most applications are allowed with your personal device. Please see CAO Policy No. 60, Wireless Communication Device Policy, for more on categories of applications that are not allowed in this program. Most restrictions involve applications that allow for circumvention of security measures on the device.

What City data or systems can I accessed from my device?

Your device is always allowed access to public facing applications. Access to internal resources is determined on an as needed basis and is dependent on the specific capabilities of your device. Feel free to contact ITI for information on access specific City resources.

Which job functions are allowed or prohibited on my device?

This is determined by your department and ITI on an as needed basis and is dependent on the specific capabilities of your device.  Refer to CAO Policies including, but not limited to, Nos. 60 and 83.

What if my device is used by a family member?

There is no prohibition against a family member using your device, but please be aware that you are responsible for what happens with your device and what is communicated through it regardless of who is using it. Notwithstanding the foregoing, all City employees are bound by CAO Policy No. 83, Standards of Behavior, which must be adhered to with regard to all uses of said device.

What if I want to replace or sell my device?

You are free to buy new devices or sell your current device as you see fit. If you would like to continue to participate in BYOD your new device simply needs to be on the list of approved devices. ITI will assist you with registering your new device for use in the BYOD program.

Can I use the camera to take photos and record video, when and where?

This program does not place any restrictions on camera usage. Notwithstanding the foregoing, all City employees are bound by CAO Policy No. 83, Standards of Behavior, which must be adhered to with regard to all uses of said device.

Technical Support

Who provides technical support?

ITI will support the initial registration of the device through the website http://www.nola.gov/mobile-devices, the Mobile Device Management software and the installation of any applications that are installed through it. We will continue to support the correct configuration of email and calendar syncing; however, we will not support general cellular connectivity problems on the device. If all aspects of the MDM and email setup are correct and the device is otherwise unable to maintain general connectivity through its cellular connection, we would ask that you address this issue with the carrier. ITI will also troubleshoot issues with wireless connectivity to the guest wireless network. Again, if all settings are found to be correct and there are no errors pertaining to your device in our wireless management consoles, we would ask that you address any malfunction with the carrier/provider.

What happens if I lose my device?

If you lose a City-owned device, we would remotely lock and wipe the entire device. If you lose a personal device, then we would remotely lock and wipe only the portion of the device managed by the City’s Mobile Device Management software running on the device. This means that only information and applications (such as City email, calendar, contacts and applications required by the City) that are administered by the City are wiped. We would not wipe your personal information or applications. You always have the option to request that your entire personal device to be wiped at any time. The self-help portal, through which you can perform a partial or complete wipe, will be available by the end of the 2nd quarter of 2014.

Can I request a remote wipe if I lose my device?

Yes, we are available to wipe the City administered portion of the device on demand. You can also request for the entire device to be wiped if desired.

Privacy and Legal Concerns

Will the City read my personal data?

The City will absolutely not read your personal data.  The only data collected is the hardware information used to manage your personal phone.  Only a handful of ITI employees manage and have access to the MDM application. It is against ITI policy for them to attempt to access data on personal or City phones unless directed to do so by the user. All employees are expected to behave with the appropriate professional decorum while adhering to this policy.

What will happen to my device during a legal investigation?

Using your personal device to access work resources does not change your or your device’s susceptibility to requests pertaining to legal investigations.  Your device is simply a portal to information that lives elsewhere. Emails for Public Records Requests are satisfied through searching directly in the City’s email system and courts have always had the ability to ask Internet Service Providers for text messaging records that are specific to a particular topic. As always, if you are asked to fulfill a Public Records Request, you are responsible for producing any information specifically pertaining to the request, regardless of the device used. If you have additional questions, please contact ITI aon how to seek clarification on specific topics.

How are text messages treated when satisfying a Public Records Requests?

Text messages are not treated any differently than email and are subject to the same rules as email communications.

Financial Concerns

Who pays for plan overages or roaming charges?

For City-owned devices, employees may be asked to cover roaming or overage charges at the department’s discretion, to be determined on a case-by-case basis. Roaming or overage charges incurred on your personal device will be your responsiblility to pay.

Who covers costs in the event of loss or damage?

If it is your personal device, you must bear the cost of a lost, damaged or stolen device. If it is a City owned device, it is the department’s discretion as to who will bear the cost, which will be determined on a case-by-case basis.

How would I be compensated if my device were held for legal reasons?

The City will determine appropriate options on a case-by-case basis.

Will employees be able to write off cell phone expenses on their taxes if they sign up for BYOD?

There are no reimbursements for using a personal device for work purposes.  Employees should consult the IRS and/or a professional tax advisor to make decisions about deducting cell phone expenses.

Will I be paid overtime if I access company systems on my own time?

This program does not dictate how and when you will be compensated for accessing City resources outside of normal work hours. This is determined by your department and would likely mirror your current responsibilities.

Termination Process

What happens if I leave the company?

If you have a City owned device, your device is remotely wiped upon termination of employment. You may also be given the opportunity to purchase the device and have the account transferred to your name. For personal device, only the portion of your device administered by the City through the Mobile Device Management software running on the device is wiped.

 
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Last updated: 7/31/2014 1:13:52 PM

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