2023-07-14 07:45:39
They clean offices, deliver goods, take care of people at home, take care of maintaining infrastructure. This ICTjournal report looks at the digital tools developed and deployed for these very diverse professions, whether they are called frontline workers, field employees or frontliners.
Due to its nature, field work is much less digitized than office work, but things are changing. On the one hand, companies seek to better equip their front-line employees with tools that facilitate their specific job or respond to the organizational challenges of field work.
On the other hand, companies are looking to better integrate and manage frontline employees with communication and employee experience tools. The motives are ambivalent. In particular, it is a question of increasing the loyalty of these employees, who work in demanding jobs, display high turnover and where it is difficult to recruit. But it is also a question of better monitoring the productivity and performance of these employees who escape the implicit control prevailing in offices and live from this point of view permanently the experience of teleworkers.
To explore the subject, ICTjournal spoke with three privileged observers of the digitization of field work: Oscar Prado, Infrastructure and Security Manager at Romande Energie, Tanja Aebi, People & Culture Director at ISS Facility Services, and Cris Grossmann, CEO of Beekeeper , a Swiss start-up offering an app for the domain. In addition to these testimonials, there is an overview of the results of the IFS “State of service 2023” study and the report of a book on the impact of digital technology on the work of truck drivers in the United States, rich in lessons for many sectors.
1689324782
#Digital #extends #frontline #workers