Digital and workforce transformation: The impact on end users

Posted 02/04/2018

Technology is at the heart of millions of companies around the world. So it goes without saying that it’s deeply embedded in the working lives of employees too. With this in mind, when a new technology is due to be introduced or an existing system needs updating, the change process needs to be carefully managed to ensure business continuity.

This process starts with the strategy. Digital transformation projects often kick off with plenty of high energy, but without a clear plan and full leadership support, people can quickly start to lose interest. Furthermore, without thoughtful planning, any technology that is successfully implemented may be adopted in isolated silos, without uptake and engagement from the user base in its entirety. A clear, comprehensive strategy is critical to ensure continued momentum and full governance throughout the change process.

These plans can’t be created in isolation, though. Users must be at the heart of it and ought to be an active voice from the very beginning. After all, if they will later be expected to embrace a new IT system, platform or workflow, their thoughts, ideas and opinions need to be carefully considered to ensure they’re engaged. This doesn’t just mean sending out a survey – this is often an insufficient tool on its own. For major change initiatives, comprehensive consultation with the user base is critical.

Transforming End User Services

As technologies, platforms and accessibility to services become more sophisticated, so too must organisations. The technological landscape isn’t going to stop progressing, and any business that aspires to be truly digital-first needs to continually evolve and improve. This will enable them to embrace new innovations, remain in line with customer needs and expectations, and maintain a competitive edge.

As part of this, it’s critical that organisations have a well-equipped, forward-looking IT function. Naturally, this is the team that’s at the forefront of designing and implementing technical developments and innovations. But they’re also often the people your users will turn to when they need support during the transition period. No matter how comprehensive your training and communications are during your digital transformation initiatives, there’s bound to be a few teething issues when users adopt a new technology. So, while your initial focus may have been on transforming your digital footprint, it’s often the case that the workforce also has to transform, to ensure your end users get the experience they require and demand.

This is where an End User Services organisation like Proservia can support. End User Service providers help organisations deliver a seamless experience for their users, by transforming their IT service delivery process from both an HR and technology perspective.

An End User Service provider can deliver in-demand talent across key IT functions, including desk-side support, application support, onsite support, field maintenance, service desks, consulting, and more. They’re often used to supplement an organisation’s existing workforce when the core employee base is unable to meet user demand. However, they can also take on responsibility for the delivery of entire functions or projects on an outsourced basis, taking care of the workforce transformation that’s required to ensure the right skills are in the right place, and being utilised in the right way.

Equally, if your organisation isn’t equipped with the talent required to realise your digital transformation aspirations, End User Service providers can identify the people needed to design and build robust, resilient IT infrastructures that align with your goals for today and tomorrow.

To learn more about how expert End User Services can enable your organisation to better manage the impact of digital transformation, visit: proservia.co.uk

This article first appeared in the eighth edition of The Human Age Newspaper.

Chris Arthur

Chris is responsible for providing complete talent based outsourced solutions that incorporate outsourced operations, managed service provision, contingent spend and supplier management along with traditional complementary workforce solutions. During Chris' 26 year career with ManpowerGroup he has gained vast experience across many industry sectors and markets. He works closely with clients to overcome resourcing, supplier cost base and operational delivery challenges, ensuring they benefit from business continuity and increased productivity.