Workplaces aren't ready for the app generation
Technology at work is lagging behind the tech we use in our personal lives and 72% of workers don’t feel their workplaces are ready for the arrival of the app generation.
New research from communications company Fuze, carried out with workers and 15-18 year-olds (the app generation), shows that the majority of workers don’t think their workplaces are ready for the next generation.
73% of teens see up-to-date technology as an important factor when choosing where to work. There’s a big disconnect between the expectations of the 15-18 year-olds and the reality within workplaces.
The research also highlights dissatisfaction among current workers, with 51% saying the technology they use at work is inadequate for working effectively. This leads to significant ‘shadow IT,’ as 39% use their own mobile phones for work and many work with software outside of IT’s control, including messaging apps (32%) and video calling (25%).
The research findings also link closely to the rise in working from home and suggest the trend will continue, with 89% of office workers seeing benefits in being able to work somewhere other than the office and 65% agreeing they could work effectively from home, if they had the right technology.
In addition, the report predicts how communication technology will change, with 59% of workers believing video will eventually replace voice. This statistic is echoed in teenage behaviour, with 8% preferring to communicate with friends via video call — fewer than in person or via text-based communication, but the same figure as prefer mobile voice.
Luca Lazzaron, Senior Vice President of International Operations, Fuze said: “The app generation has grown up with mobile as the default. They are used to doing everything on their smartphone, especially communicating, and the current business technology set-up isn’t anywhere near ready for that.”
“Businesses today have traditional ideas of where and what work is, and the technology that matches those traditional ideas – landline phones, desktop computers, even fax machines. Young people won’t know where to start with these outdated technologies. Their mobile-first, flexible, ‘app for everything’ approach marks a much better way of working and our research shows it’s not just young people who feel workplace technology simply isn’t up to scratch. That’s why businesses need to take action now, not just to safeguard themselves for the future, but to provide the tools their employees need today, to be able to work most effectively.”
Automation of repetitive tasks leads to higher value work
Two-thirds of global office workers feel they are constantly doing the same tasks over and over again. That’s according to a new study (2021 Office Worker Survey) from automation software company UiPath.
Whether emailing, inputting data, or scheduling calls and meetings, the majority of those surveyed said they waste on average four and a half hours a week on time-consuming tasks that they think could be automated.
Not only is the undertaking of such repetitious and mundane tasks a waste of time for employees, and therefore for businesses, but it can also have a negative impact on employees’ motivation and productivity. And the research backs this up with more than half (58%) of those surveyed saying that undertaking such repetitive tasks doesn’t allow them to be as creative as they’d like to be.
“When repetitive, unrewarding tasks are handled by people, it takes time and this can cause delays and reduce both employee and customer satisfaction,” Gavin Mee, Managing Director of UiPath Northern Europe tells Business Chief. “Repetitive tasks can also be tedious, which often leads to stress and an increased likelihood to leave a job.”
And these tasks exist at all levels within an organisation, right up to executive level, where there are “small daily tasks that can be automated, such as scheduling, logging onto systems and creating reports”, adds Mee.
Automation can free employees to focus on higher value work
By automating some or all of these repetitive tasks, employees at whatever level of the organisation are freed up to focus on meaningful work that is creative, collaborative and strategic, something that will not only help them feel more engaged, but also benefit the organisation.
“Automation can free people to do more engaging, rewarding and higher value work,” says Mee, highlighting that 68% of global workers believe automation will make them more productive and 60% of executives agree that automation will enable people to focus on more strategic work. “Importantly, 57% of executives also say that automation increases employee engagement, all important factors to achieving business objectives.”
These aren’t the only benefits, however. One of the problems with employees doing some of these repetitive tasks manually is that “people are fallible and make mistakes”, says Mee, whereas automation boosts accuracy and reduces manual errors by 57%, according to Forrester Research. Compliance is also improved, according to 92% of global organisations.
Repetitive tasks that can be automated
Any repetitive process can be automated, Mee explains, from paying invoices to dealing with enquiries, or authorising documents and managing insurance claims. “The process will vary from business to business, but office workers have identified and created software robots to assist with thousands of common tasks they want automated.”
These include inputting data or creating data sets, a time-consuming task that 59% of those surveyed globally said was the task they would most like to automate, with scheduling of calls and meetings (57%) and sending template or reminder emails (60%) also top of the automation list. Far fewer believed, however, that tasks such as liaising with their team or customers could be automated, illustrating the higher value of such tasks.
“By employing software robots to undertake such tasks, they can be handled much more quickly,” adds Mee pointing to OTP Bank Romania, which during the pandemic used an automation to process requests to postpone bank loan instalments. “This reduced the processing time of a single request from 10 minutes to 20 seconds, allowing the bank to cope with a 125% increase in the number of calls received by call centre agents.”
Mee says: “Automation accelerates digital transformation, according to 63% of global executives. It also drives major cost savings and improves business metrics, and because software robots can ramp-up quickly to meet spikes in demand, it improves resilience.
Five business areas that can be automated
Mee outlines five business areas where automation can really make a difference.
- Contact centres Whether a customer seeks help online, in-store or with an agent, the entire customer service journey can be automated – from initial interaction to reaching a satisfying outcome
- Finance and accounting Automation enables firms to manage tasks such as invoice processing, ensuring accuracy and preventing mistakes
- Human resources Automations can be used across the HR team to manage things like payroll, assessing job candidates, and on-boarding
- IT IT teams are often swamped in daily activity like on-boarding or off-boarding employees. Deploying virtual machines, provisioning, configuring, and maintaining infrastructure. These tasks are ideal for automation
- Legal There are many important administrative tasks undertaken by legal teams that can be automated. Often, legal professionals are creating their own robots to help them manage this work. In legal and compliance processes, that means attorneys and paralegals can respond more quickly to increasing demands from clients and internal stakeholders. Robots don’t store data, and the data they use is encrypted in transit and at rest, which improves risk profiling and compliance.
“To embark on an automation journey, organisations need to create a Centre of Excellence in which technical expertise is fostered,” explains Mee. “This group of experts can begin automating processes quickly to show return on investment and gain buy-in. This effort leads to greater interest from within the organisation, which often kick-starts a strategic focus on embedding automation.”