Today’s ‘workplace’ is no longer a place at all, such as a constricted cubicle with a computer. Expectations of employees as well as employers are rapidly changing in regards to how and where work gets done. With the rise in mobile and internet penetration, productivity is now independent of work location.
The ability to work from anywhere has improved and traditional working hours have changed. However, there is a tremendous pressure on IT service management (ITSM) teams to make critical services available 24/7 to support the new digital enterprise.
In a recent Kensington Productivity Survey, it was found that over 60% of working professionals use multiple devices at work at least half of the time, and 90% believe integrating devices would enhance productivity. To add, tech-savvy millennials today comprise a larger percentage of the work force and expect a consumer-like experience at work. They want to make smart use of technology to be productive while working from anywhere at anytime.
With traditional businesses going digital, the workplace is expected to enable employees to choose the productivity tools and technology they want to use. Companies who are not modernizing their workplaces to adequately support their digital businesses will face slower growth and difficulty in attracting and retaining talent.
Below are some interesting ways companies are embracing digital to stay relevant and meet the requirements of a dynamic workforce:
1. Mobile-ready: Digital-savvy millennials have grown-up using mobile phones and expect workplaces to offer a technology user experience they’re used to. They need flexibility to work from anywhere on multiple devices with a seamless experience. A mobile-first approach can also offer unparalleled convenience and productivity to IT service support teams, along with increased customer satisfaction.
2. Appropriate distribution of apps, devices: It is imperative to give individuals easy access to appropriate tools and streamlined service delivery based on their roles, such as a ‘market analyst’ or ‘software developer’. This promotes user understanding, interest, adoption and a better overall user experience.
3. Automation: Automation is key for adoption of the digital workplace. Digital business requires a strategic approach to automation that responds to changes almost immediately. It needs to move at the speed of expectations.
Automation in the form of user self-service, for example, reduces IT staff workloads while improving employee productivity and satisfaction. Reducing the chance of human error and optimizing every step of a process also radically reduces security and compliance risks.
Empowering IT service management to support the digital business is enabling companies to provide self-service access to the answers and tools employees need based on their locations, roles and preferences. Rather than submitting a trouble ticket into a long queue or waiting on hold, the information they need is available through a browser or a mobile app, easing resolution and reducing the burden on IT staff. In addition, by solving their own problems quickly and easily, employees can get back to work promptly to serve customers.
4. Crowdsourcing: Many companies use crowdsourcing to enable employees to help IT map and manage the IT environment. Using crowdsourcing, users add assets to location-aware maps, while IT determines what information needs to be included and controls who can add what information to which maps. Employees can also report outages, providing IT with a real-time flow of asset updates. By building a repository of crowdsourced problems and resolutions, IT empowers employees to find answers to most of their questions with little effort.
Companies today need to rethink about how to best utilize their workforces. Optimizing employee performance is not only about making offices more mobile and digital but also enabling employees to get work done quickly and effectively, while working anytime and from anywhere. It is about how employees experience work, and the tools and services they use to increase their success and satisfaction. By reconsidering their digital capabilities, companies will be able to raise the bar on how employees can engage with customers, drive operational efficiencies and boost overall productivity by adopting these best practices.
For an enterprise, becoming ‘digital’ is not the plan for the future, it’s a transformation that CIOs need to make now. Digital empowerment is imperative for companies to stay relevant and competitive, or face inevitable extinction without transformative technologies.