Employees struggle to stay afloat as information and applications flood their systems
A recent survey conducted by Gartner, Inc. highlights the challenges faced by digital workers, with nearly half of them struggling to find the information required for their jobs. The study emphasizes the need for digital workplace leaders to implement shared applications and practices, while also offering proactive IT support to drive better business outcomes.
According to the survey, which involved 4,861 full-time employees in the U.S., U.K., India, and China, 47 per cent of digital workers face difficulties in accessing the information or data necessary to effectively perform their roles. The flood of information and applications in the digital workplace has left employees grappling to efficiently manage content, resulting in challenges related to knowledge sharing, duplication, and retention.
Tori Paulman, Senior Director Analyst at Gartner, stressed the importance of creating a process that enables employees to agree on the applications they use for work. “Employees struggle to stay afloat as information and applications flood their digital workplace. Finding the information needed to do their jobs can often be a challenge,” said Paulman.
The survey also revealed an increase in the average number of applications used by desk workers, reaching 11 compared to six applications in 2019. Approximately 40 per cent of digital workers exceed the average, with 5 per cent of workers utilizing 26 or more applications. However, 66 per cent of respondents agreed that better business outcomes could be achieved if universally accepted and supported applications and devices were provided by IT.
In response to the growing complexity and information overload, workers expressed their willingness to accept monitoring systems that could enhance their productivity. While employee productivity monitoring has gained interest, workers emphasized that their trust and acceptance would be contingent upon certain options. For example, 34 per cent of digital workers stated they would accept monitoring in exchange for awareness of training classes and career development opportunities, 33 per cent would accept monitoring to facilitate information retrieval for their job tasks, and 30 per cent would accept monitoring for proactive IT support when facing technology-related problems.
The survey also highlighted the preference for internal IT support when resolving technology-related issues. Live phone, chat, and email conversations were the top three preferred methods, as workers valued the expertise of the person assisting them and the speed of issue resolution. The shift in preferences from 2020 indicates that digital workers now seek proactive IT support, with problems being resolved before they are reported or noticed.
Tori Paulman emphasized the need for digital workplace leaders to embrace the role of experience leaders and prioritize the development of employee experience (DEX). By leveraging DEX tools and practices, such leaders can enhance device and application performance, build connections across the organization, and cultivate empathy for employees’ technology experiences.
The survey findings serve as a wake-up call for organizations to address the information accessibility challenges faced by digital workers and provide the necessary support for their productivity and success. By implementing shared applications, ensuring proactive IT support, and fostering a positive digital employee experience, businesses can optimize their workforce and drive better business outcomes.
